01/09 CALLS

RNU250901051674

Surname : TOWNLEY

Mobile Number : 07563516928

Post Code : E11 2RG

1st Line of Address : 34 Addison Road, LONDON, E11 2RG, GB

Email Address : helen.townley@outlook.com

Model # :

Serial # :

DOP :

Retailer :

[Customer Issues]

Unit leakage is just coming out the door. Checked the gasket there's a hole in it. Cleaned the gasket. Door and lock mechanism doesn't have any damage. Issue persists.

[Consultation contents]

[Request]

CNU250901173501

Surname : NESBITT

Mobile Number : 07802355573

Post Code : BT47 6DD

1st Line of Address : 2 Drumgesh Gardens, LONDONDERRY, BT47 6DD, GB

Email Address : gnesbitt78@hotmail.com

Model # : F4V309SSE.ASSQPUK

Serial # : 101PNTF0J305

DOP : 01/04/2021

Retailer : AO RETAIL LTD C/O EXPERT 360

[Customer Issues] UPDATE AND DELIVERY DATE

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer inquiring about a faulty washing machine and delivery status. [Product Symptom]
• Symptom: Washing machine is faulty, unable to use it for two weeks. - Timeline/Duration: Not Specified. - Environment: Not Specified. - Self-troubleshooting: Not Specified. - History: Not Specified. [Agent Solutions]

1. Verification: Collected customer surname and first name for account verification.

2. Account Check: Reviewed account details and noted no delivery updates available.

3. Email Confirmation: Confirmed customer received an email regarding the washing machine.

4. Transfer: Informed customer about transferring to the resolutions team for further assistance.

[Final Resolution]

• Transfer to resolutions team for delivery information. [Service Notes]
• N/A. [Executive Summary] The customer contacted support regarding a faulty washing machine that has been unusable for two weeks. The agent verified the customer's account details and confirmed receipt of an email about the washing machine. Due to the lack of delivery updates, the agent decided to transfer the customer to the resolutions team for further assistance. No additional troubleshooting steps were taken during the call.

[AI Summary]

[AI Summary]

[Contact Reason]

• Customer inquiring about the status of a faulty washing machine and delivery updates. [Product Symptom]
• Symptom: Washing machine is faulty; customer unable to use it for two weeks. - Timeline/Duration: Not Specified. - Environment: Not Specified. - Self-troubleshooting: Not Specified. - History: Customer has been waiting for an update regarding the washing machine delivery. [Agent Solutions]

1. Account Verification: Agent requested customer's surname and first name for account verification.

2. Email Confirmation: Agent confirmed receipt of an email regarding the washing machine.

3. Delivery Inquiry: Agent checked for delivery details but found no notes on the account.

4. Transfer to Resolutions Team: Agent informed customer about transferring to the resolutions team for further assistance.

[Final Resolution]

• Transfer to resolutions team for delivery information. Customer advised to stay on the line. [Service Notes]
• N/A. [Executive Summary] The customer contacted support regarding a faulty washing machine and inquired about delivery updates. The agent verified the customer's account and confirmed receipt of an email related to the issue. After checking the account, the agent found no delivery notes and decided to transfer the customer to the resolutions team for further assistance. The customer was advised to remain on the line while the transfer was being arranged.

[Request] DONE TRANSFERRED TO RESO

Surname : BELCHER

Mobile Number : 07731982761

Post Code : HD9 4FD

1st Line of Address : 20 Towngate Fold, HOLMFIRTH, HD9 4FD, GB

Email Address :

Model # :

Serial # : 011TRQU1U292

DOP :

Retailer :

[Customer Issues] FRIDGE

[Consultation contents]

[AI Summary]

[AI Summary]

[Contact Reason]

• Customer inquiring about a non-functional fridge freezer. Reports compressor failure and inability to get it repaired. [Product Symptom]

• Symptom: Compressor failure; fridge freezer not working.
• Timeline/Duration: Not Specified.
• Environment: Not Specified.
• Self-troubleshooting: Customer contacted third-party engineer; engineer stated it is unrepairable.
• History: Unit has been in use for four years; customer believes compressor should be covered under warranty. [Agent Solutions]

1. Account Check: Verified customer account; unit is out of warranty.

2. Warranty Explanation: Explained that compressor part has a 10-year warranty, but labor and parts for repair are chargeable.

3. Repair Offer: Offered chargeable repair for the unit; estimated cost of £215 including parts and labor.

4. Refund Policy: Explained partial refund policy if only the compressor is replaced; full refund not guaranteed if additional issues are found.

5. Repair Scheduling: Informed customer that engineer will contact within two business days to schedule repair.

6. Customer Callback: Noted customer will call back after considering options.

[Final Resolution]

• Customer to consider repair options and will call back. Chargeable repair offered at £215 including VAT. [Service Notes]
• N/A [Executive Summary] The customer contacted regarding a non-functional fridge freezer due to compressor failure. The agent verified the account and explained that while the compressor has a 10-year warranty, the unit is out of warranty for labor and parts. A chargeable repair was offered at £215, including VAT, with a partial refund policy if only the compressor is replaced. The customer expressed the need to consider the options and will call back.

[Request] DOCU

Surname : THEWLIS

Mobile Number : 07958111600

Post Code : CV3 1JG

1st Line of Address : 22 Brindle Avenue, COVENTRY, CV3 1JG, GB

Email Address : lates600@hotmail.com

Model # : GSXE91EVAD

Serial # : 408TRDPC5666

DOP : 04/07/2025 ORDERED DELIVERED 09 07/07/2025

Retailer : CURRYS

[Customer Issues] FRIDGE TODAY

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer contacted regarding registration of extended warranty for a newly purchased fridge freezer. [Product Symptom]
• Not Specified. [Agent Solutions]

1. Verify Model Number: Customer provided model number for the fridge freezer.

2. Confirm Purchase Details: Customer confirmed purchase date as July 4 and delivery date as July 7.

3. Check Warranty Eligibility: Agent confirmed the unit is eligible for extended warranty until October 31, 2025.

4. Create Account: Agent initiated account creation for warranty registration.

5. Collect Customer Information: Agent gathered customer’s surname, mobile number, postcode, address, and email address for account setup.

6. Confirm Communication Preferences: Customer agreed to receive communications via email and satisfaction surveys.

7. Request Serial Number: Customer was asked for the serial number, which was provided after checking inside the fridge.

8. Document Warranty Registration: Agent documented the warranty registration details manually.

9. Request Proof of Purchase: Agent requested a photo of the receipt to attach to the warranty account.

10. Provide Sending Instructions: Agent offered to send SMS instructions for sending the receipt via WhatsApp.

[Final Resolution]

• Agent will send SMS instructions for sending the receipt via WhatsApp. Warranty team will verify the receipt upon submission. [Service Notes]
• N/A. [Executive Summary] The customer contacted support to register an extended warranty for a newly purchased fridge freezer. The agent verified the model number, purchase details, and confirmed warranty eligibility until October 31, 2025. The agent collected necessary customer information and documented the warranty registration. The customer was instructed to send a photo of the receipt via WhatsApp, and the agent will follow up with SMS instructions.

[Request] WARRANTY

CNU250901174334 RNU250901055962

Surname : MOHAMEDALI

Mobile Number : 07525927589

Post Code : RG24 8TA

1st Line of Address : 9 Nursery Close, BASINGSTOKE, RG24 8TA, GB

Email Address : taher786_110@hotmail.co.uk

Model # : FWV917BTSE.ABLQPUK

Serial # : 203PNJC17836

DOP : 09/10/2022

Retailer : CURRYS

[Customer Issues] WASHER DRYER RATTLING NOISE P2022-10-09203PNJC17836

No error codes. No leakage. Unit is properly leveled. Customer is washing clothes that doesn't have any metals in it. Drain hose is not kinked and restricted. Customer turned the drum by hand and the noise didn't happened. Unit has a proper spacing in the sides and at the back. Unit is in the kitchen with tiles flooring. Issue persists.

No parking permit needed. Extended Warranty: P2022-10-09203PNJC17836

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer reports a rattling sound from the LG washer dryer during operation. [Product Symptom]

• Symptom: Rattling sound during washing cycle, suspected loose component inside the drum.
• Timeline/Duration: Started two cycles ago; ongoing for the third cycle.
• Environment: Not Specified.
• Self-troubleshooting: Checked for foreign objects (keys, coins) inside the drum; none found.
• History: Not Specified. [Agent Solutions]

1. Inquiry on Issue: Agent asked when the issue started and confirmed it was during the washing cycle.

2. Video Request: Agent requested a video of the issue for further analysis.

3. Account Verification: Agent asked for the customer's surname and postal code to check the account.

4. Noise Confirmation: Agent confirmed the noise occurs during the spin cycle.

5. Warranty Inquiry: Agent inquired about the existence of an extended warranty and checked the system for details.

6. Serial Number Request: Agent requested the serial number of the washing machine for documentation.

[Final Resolution]

• Instructions to send the video will be provided. Warranty status to be confirmed after checking the system. [Service Notes]
• Customer mentioned possible extended warranty but does not have paperwork. [Executive Summary] The customer contacted support regarding a rattling sound from the LG washer dryer during the washing cycle, which began two cycles ago. The agent confirmed the issue and requested a video for further analysis. Account verification was performed, including the customer's surname and postal code, and the agent checked for warranty status. The agent also requested the serial number for documentation. Instructions for sending the video will be provided, and warranty status will be confirmed.

[AI Summary]

[AI Summary]

[Contact Reason]

• Customer experiencing a rattling noise from LG washer dryer during cycles. Requesting assistance to resolve the issue. [Product Symptom]

• Symptom: Rattling noise during washing cycles, particularly at high speeds. Customer suspects something may be loose inside the drum.
• Timeline/Duration: Issue started two cycles ago; ongoing for the third cycle.
• Environment: Not Specified.
• Self-troubleshooting: Customer checked for foreign objects (keys, coins) and confirmed none present.
• History: Customer believes there is an extended warranty but does not have paperwork. [Agent Solutions]

1. Initial Inquiry: Agent asked about the start of the issue and confirmed it began two cycles ago.

2. Video Request: Agent requested a video of the noise for documentation.

3. Warranty Check: Agent checked for warranty status and confirmed an extended warranty until October 2027.

4. Noise Assessment: Agent inquired about the noise occurrence during different cycles and confirmed it happens during high-speed spins.

5. Drum Check: Agent asked if the customer turned the drum by hand; customer confirmed no noise when turned manually.

6. Hose Check: Agent confirmed the drain hose is not kinked or restricted.

7. Spacing Check: Agent confirmed proper spacing around the unit.

8. Empty Cycle Suggestion: Agent suggested running an empty cycle; customer had not tried this yet.

9. Video Upload Instructions: Agent provided instructions for sending the video and confirmed the customer could shorten it if needed.

10. Repair Booking: Agent advised not to use the unit and scheduled a technician to inspect the unit within two business days.

[Final Resolution]

• Repair service scheduled for technician to inspect the unit. Customer advised not to use the washer dryer until the technician arrives. Reference number to be sent after the call. [Service Notes]
• Customer has an extended warranty until October 2027. Customer confirmed no leakage or error codes present. [Executive Summary] Customer reported a rattling noise from the LG washer dryer during high-speed cycles, which began two cycles ago. The agent confirmed the warranty status and gathered information about the issue, including checks for foreign objects and proper unit setup. The customer was advised to refrain from using the unit until a technician can inspect it. A repair service was scheduled, and the agent will send a reference number post-call.

[Request] DONE BOOKING AND SMS

Surname : MOHAMMED

Mobile Number : 07429199233

Post Code : UB4 8JB

1st Line of Address : Flat 8 Hart House, 1186 Uxbridge Road, HAYES, UB4 8JB, GB

Email Address : raadandyou@yahoo.com

Model # : FWV685SSE.ASSQWUK

Serial # : 009PWNFKP511

DOP : 21/09/2020

Retailer : CURRYS

[Customer Issues] WASHER

[Consultation contents] 01/09 - Customer verified their availability is every time.

RCS KGP: Hello, please call the customer to advise that we are offering limited timeslots for the repair. Ask for their availability and put it on the additional notes. Once done, kindly tag the case back to WG_TEMP. Thank you!

Telepresence: No Customer advised about Parking Permits: Yes Service Bulletin: N/A Warranty Status: Extended LG Warranty Fault: LE Error Troubleshooting: Cleaned the drain. Customer is always putting a bit less load. Customers leave the unit for 1hr to open the door. Unit is properly leveled. Cleaned the filter. Tried empty cycle. Unplugged and plug in. Issue persists. Additional notes: No parking permit needed. Extended Warranty: P2020-09-21009PWNFKP511. Please contact the customer on his number before entering the building because the intercom machine is not working inside. Customer is available anytime but please book for the soonest appointment. Email: raadandyou@yahoo.com Primary Number: 07429199233 Secondary Number: 07488352960 Retailer: Curry's

[AI Summary]

[Contact Reason]

• Customer inquiring about the status of a repair for a washing machine. Previous contact made regarding the issue, but no follow-up received from the engineer. [Product Symptom]

• Symptom: Washing machine is broken; customer has not received any communication regarding repair scheduling.
• Timeline/Duration: Customer called about three weeks ago; no updates received for over four days.
• Environment: Not Specified.
• Self-troubleshooting: Not Specified.
• History: Previous contact with customer service regarding the washing machine issue; expected to hear from the engineer within two business days. [Agent Solutions]

1. Check Repair Status: Agent confirmed the repair department was tagged for the case and checked for engineer availability.

2. Confirm Availability: Agent asked customer for specific availability; customer stated available anytime.

3. Update Notes: Agent noted the customer requires a call before entering the building due to a non-functional intercom.

4. Request Appointment: Agent tagged the case for the soonest appointment and informed the customer that the repair department would contact him within two business days.

5. Confirm Communication: Agent assured the customer that the repair department would send a reference number after booking.

[Final Resolution]

• Repair department to contact customer within two business days for scheduling. Customer's availability noted, and request for a call before entering the building documented. [Service Notes]
• Customer requires a call before the engineer arrives due to a non-working intercom in the building. Customer is available anytime for the appointment. [Executive Summary] The customer contacted support regarding the status of a washing machine repair, expressing concern over a lack of communication from the engineer after a previous inquiry. The agent confirmed the repair department was tagged for the case and noted the customer's availability for scheduling. The agent documented the need for the engineer to call before arriving due to a non-functional intercom. The repair department is expected to contact the customer within two business days to finalize the appointment.

[Request] DONE TAGGED TO WG TEMP AGAIN

CNU250901180443

Surname : AFZAAL

Mobile Number : 07931821000

Post Code : CR7 7PH

1st Line of Address : 20 Oaklands Avenue, THORNTON HEATH, CR7 7PH, GB

Email Address : afzaaluk_786@yahoo.com

Model # : F4Y513WWLN1.ABWQPUK

Serial # : 503PNGXK5223

DOP : 04/07/2025

Retailer : AO RETAIL LTD C/O EXPERT 360

[Customer Issues] WASHER P2025-07-04503PNGXK5223

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer inquiring about the registration status of their LG washing machine and confirmation of warranty details. [Product Symptom]
• Not Specified. [Agent Solutions]

1. Verification of Registration: Checked the registration status of the washing machine. Confirmed it was registered on July 7, 2025.

2. Warranty Confirmation: Explained the warranty period, which ends on July 3, 2030, covering parts and labor for five years.

3. Clarification on Coverage: Discussed what damages are covered under warranty, specifying that damages due to accidents or misuse (e.g., gaskets, filters, drawers) are not covered.

4. Mechanical Fault Inquiry: Addressed customer concerns regarding mechanical faults and explained that such issues could be covered under warranty, pending engineer assessment.

5. Repair Process Explanation: Informed customer that repairs must be completed before determining if a replacement or refund is possible, based on the engineer's report.

6. Parts Purchase Information: Provided information on where to purchase replacement parts on the LG website.

[Final Resolution]

• Customer confirmed understanding of warranty details and parts purchase options. Agent to send SMS confirmation of registration. [Service Notes]
• N/A. [Executive Summary] The customer contacted support to verify the registration status of their LG washing machine and warranty details. The agent confirmed the registration date and warranty coverage, clarifying what damages are covered. The agent explained the process for addressing mechanical faults and provided information on purchasing replacement parts. The customer agreed to receive an SMS confirmation of the registration.

[Request] DONE

CNU250901176095

Surname : DAVID MILLER

Mobile Number : 07786322622

Post Code : RH12 2PY

1st Line of Address : 10 FAIR VIEW HORSHAM, RH12 2PY, GB

Email Address : davidmiller648@outlook.com

Model # :

Serial # : 307PNFS46387

DOP : 11/02/2024

Retailer : CURRYS

[Customer Issues] WASHER RATTLE NOISE

Unit is properly leveled. No error codes. Clothes is not tangled and lumped. Unit is located in the kitchen that has concrete floor. Unit has a proper spacing in the sides and at the back. Issue persists.

No parking permit needed.

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer inquiring about warranty status and reporting a loud rattling noise from washing machine during spin cycle. [Product Symptom]

• Symptom: Loud rattling noise during spin cycle; noise described as the cover rattling.
• Timeline/Duration: Not Specified.
• Environment: Not Specified.
• Self-troubleshooting: Not Specified.
• History: Purchased on February 11, 2020; warranty valid until February 11, 2026. [Agent Solutions]

1. Warranty Confirmation: Confirmed warranty valid until February 11, 2026.

2. Repair Request Process: Informed customer to provide a short video of the rattling noise during an empty cycle for validation.

3. Video Submission: Offered to send a link via SMS for video submission.

[Final Resolution]

• Customer to send video of the issue once at home. Agent to provide SMS link for video submission. [Service Notes]
• Customer purchased washing machine from Curry. [Executive Summary] The customer contacted support to confirm the warranty status of their washing machine and reported a loud rattling noise during the spin cycle. The agent confirmed the warranty is valid until February 11, 2026, and instructed the customer to record a short video of the noise during an empty cycle for repair validation. The customer agreed to send the video later and requested an SMS link for submission. The agent will provide the link for the customer to send the video once they are at home.

[AI Summary]

[AI Summary]

[Contact Reason]

• Customer inquiring about warranty and repair for washing machine. Reports loud rattling noise during spin cycle. [Product Symptom]

• Symptom: Loud rattling noise during spin cycle, specifically when the machine is empty.
• Timeline/Duration: Not Specified.
• Environment: Located in the kitchen on a concrete floor.
• Self-troubleshooting: Not Specified.
• History: Purchased on February 11, 2020. Warranty valid until February 11, 2026. [Agent Solutions]

1. Warranty Confirmation: Verified warranty status; unit covered until February 11, 2026.

2. Video Request: Instructed customer to record a short video of the rattling noise during an empty cycle for validation.

3. Repair Request Process: Offered to send an SMS link for video submission; confirmed customer would send video later.

4. Account Verification: Collected customer’s surname, postcode, and serial number for account verification.

5. Error Code Inquiry: Asked if there were any error codes; customer confirmed none present.

6. Leveling Check: Inquired if the unit was properly leveled; customer uncertain.

7. Spacing Confirmation: Confirmed proper spacing around the unit.

8. Parking Permit Inquiry: Confirmed no parking permit needed for service visit.

9. Contact Information Verification: Verified customer’s email and mobile number.

10. Proof of Purchase: Requested proof of purchase and serial sticker for warranty registration.

1

1. Extended Warranty Information: Informed customer of eligibility for an additional three years of warranty upon registration.

[Final Resolution]

• Customer to send video for validation. Repair request to be booked upon receipt of video. Extended warranty registration discussed. [Service Notes]
• Customer's washing machine located in the kitchen on a concrete floor. No parking permit required for service visit. [Executive Summary] The customer contacted support regarding a loud rattling noise from their washing machine during the spin cycle. The agent confirmed the warranty status and requested a video of the issue for repair validation. The customer was informed about the process for submitting the video and the potential for an extended warranty. The agent collected necessary account information and confirmed no error codes were present. The next steps involve the customer sending the video for further action.

[Request] BOOK AND REGISTER

CNU250901176397

Surname : ROATH

Mobile Number : 07526517062

Post Code : SO21 2HY

1st Line of Address : Midanbury, Park Lane, WINCHESTER, SO21 2HY, GB

Email Address :

Model # : FH4G1BCS2.ABWQKUK

Serial # : 904KWDJ0B506

DOP : 26/06/2019

Retailer :

[Customer Issues] WASHER 27/06/2021

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer inquiring about warranty status for LG washing machine purchased in 2019. [Product Symptom]
• Not Specified. [Agent Solutions]

1. Verification of Purchase Date: Checked purchase date in the system; confirmed it was June 2019.

2. Warranty Status Check: Reviewed warranty records; determined the unit is out of warranty.

3. Clarification of Warranty Terms: Explained that the five-year warranty was not applicable due to the purchase date discrepancy.

[Final Resolution]

• Warranty confirmed as expired; no further action taken regarding warranty extension. [Service Notes]
• N/A. [Executive Summary] The customer contacted regarding the warranty status of an LG washing machine purchased in June 2019. The agent verified the purchase date and confirmed that the unit is out of warranty, explaining that the five-year warranty was not applicable due to the purchase date. The customer expressed surprise at not being notified about the warranty expiration. No further actions were agreed upon regarding warranty extension.

[Request] DONE

Surname :

Mobile Number : 07837730759

Post Code :

1st Line of Address :

Email Address :

Model # : DF325FPS.APZQEUK

Serial # :

DOP :

Retailer :

[Customer Issues] DISHWASHER CL

[Consultation contents]

[AI Summary]

[AI Summary]

[Contact Reason]

• Customer reported a fault code "CL" on the dishwasher, which is not listed in the troubleshooting menu. [Product Symptom]

• Symptom: Fault code "CL" indicating child lock activated.
• Timeline/Duration: Occurred previously; customer forgot how to deactivate it.
• Environment: Not Specified.
• Self-troubleshooting: Customer attempted to resolve the issue but could not remember the steps.
• History: Not Specified. [Agent Solutions]

1. Identify Error Code: Agent confirmed "CL" indicates child lock.

2. Locate Model Number: Customer provided model number DF325SPS.

3. Access Owner's Manual: Agent opened the owner's manual to find instructions.

4. Provide Deactivation Steps: Instructed customer to press and hold the half load and energy saver buttons simultaneously to deactivate child lock.

5. Confirm Resolution: Customer confirmed the child lock was successfully deactivated.

[Final Resolution]

• Child lock deactivated successfully. Customer informed on how to prevent future occurrences. [Service Notes]
• Customer noted that the child lock can be accidentally activated if someone leans on the touch buttons. [Executive Summary] The customer contacted support regarding a "CL" fault code on their dishwasher, indicating that the child lock was activated. The agent confirmed the meaning of the code and guided the customer through the steps to deactivate it using the owner's manual. The customer successfully removed the child lock and noted the importance of the information for future reference. The call concluded with the customer feeling satisfied with the assistance provided.

[Request] DONE NO NEED TO DOCU

Surname : FORTEY

Mobile Number : 07860823863

Post Code :

1st Line of Address :

Email Address :

Model # :

Serial # :

DOP :

Retailer :

[Customer Issues] WASHER NOT SPINNING AND OE ERROR EVERYTIME ON SPIN

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer reports washing machine not spinning and displaying OE error. [Product Symptom]

• Symptom: Washing machine not spinning; displays OE error code.
• Timeline/Duration: Issue occurs every time the machine attempts to spin; times vary between 14 minutes and 38 minutes.
• Environment: Not Specified.
• Self-troubleshooting: Not Specified.
• History: Warranty for 10 years; first time calling for this issue. [Agent Solutions]

1. Issue Confirmation: Confirmed the washing machine is not spinning and displaying OE error.

2. Account Creation: Created an account for further assistance.

[Final Resolution]

• Account created for further troubleshooting. Next steps to be determined. [Service Notes]
• N/A. [Executive Summary] The customer contacted support regarding a washing machine that is not spinning and shows an OE error code. The issue occurs during the spin cycle, with varying times noted. The agent confirmed the issue and created an account for the customer to proceed with troubleshooting. Next steps will be determined based on further investigation.

[Request] LINE CUT OFF

CNU250901176972 - BOOKING CNU250901180427 - REGISTRATION = DONE AND SMS

Surname : SAIZ SANCHEZ

Mobile Number : 07828976129

Post Code : N7 0SQ

1st Line of Address : 4 Williamson Street, LONDON, N7 0SQ, GB

Email Address : melindaramona@icloud.com

Model # : F4Y711BBTN1.APBQPUK

Serial # : 306PNRT1Y382

DOP : 06/09/2023

Retailer : CURRYS

[Customer Issues] WASHER IE ERROR

No leakage. Inlet and outlet pipes doesn't have any visible damage. Water tap is not clogged and is fully open. Cleaned the filter. Unit is properly balanced. Unit has proper spacing in the sides and at the back. Issue persists.

Parking permit is needed.

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer inquiring about an IE error code on washing machine. Requesting assistance for repair service. [Product Symptom]

• Symptom: Washing machine stops mid-cycle and displays IE error code.
• Timeline/Duration: Not Specified.
• Environment: Not Specified.
• Self-troubleshooting: Restarting the wash cycle to continue.
• History: Purchased on September 6, 2023; nearing two years of use. [Agent Solutions]

1. Verify Serial Number: Customer provided serial number for account creation.

2. Check Account Status: No existing account found for the customer.

3. Create Account: Agent initiated account creation for further assistance.

4. Confirm Customer Details: Collected personal information for account setup.

5. Identify Error Code: Confirmed the IE error code as a false error requiring further troubleshooting.

[Final Resolution]

• Account created for customer. Further troubleshooting required for IE error code. Repair service to be scheduled. [Service Notes]
• Customer nearing two years of ownership. Recent purchase date noted for warranty considerations. [Executive Summary] The customer contacted support regarding an IE error code on their washing machine, which stops mid-cycle. The agent verified the serial number and found no existing account, prompting the creation of a new account for the customer. Personal details were collected for account setup, and the IE error code was identified as a false error. Next steps include scheduling a repair service to address the issue.

[AI Summary]

[AI Summary]

[Contact Reason]

• Customer experiencing an IE error code on washing machine. Requesting assistance for repair. [Product Symptom]

• Symptom: IE error code appears during wash cycle, machine stops mid-cycle.
• Timeline/Duration: Not Specified.
• Environment: Not Specified.
• Self-troubleshooting: Customer attempted to restart the machine, checked for leaks, and moved the machine for inspection.
• History: Purchased unit on September 6, 2023. Warranty coverage nearing two years. [Agent Solutions]

1. Verify Serial Number: Customer provided serial number for account creation.

2. Confirm Error Code: Agent confirmed the error code as IE, indicating a water inlet issue.

3. Account Creation: Agent created an account for the customer to assist further.

4. Inquire About Water Supply: Agent asked if water supply was adequate and if the inlet filter was clean.

5. Check for Leaks: Agent confirmed no visible leaks around the machine.

6. Request Photo of Error Code: Agent requested a photo of the IE error code for documentation.

7. Discuss Inlet Filter: Agent guided the customer to check and clean the inlet filter.

8. Schedule Repair: Agent informed customer about scheduling a repair visit within three days due to priority city status.

[Final Resolution]

• Repair visit scheduled. Customer to send photo of error code for documentation. Agent will follow up with repair department. [Service Notes]
• Parking permit required for technician visit. Customer's warranty may be extended with proof of purchase. [Executive Summary] The customer contacted support regarding an IE error code on their washing machine, which stops mid-cycle. The agent verified the serial number and confirmed the error code, indicating a water inlet issue. The agent guided the customer through troubleshooting steps, including checking for leaks and cleaning the inlet filter. A repair visit was scheduled, and the customer was instructed to send a photo of the error code for documentation. The agent noted that a parking permit is required for the technician's visit and that the warranty may be extended with proof of purchase.

[Request] DONE REGISTER, TAGGED TO WG

CNU250830158912 RNU250901055032

Surname : DAVIDSON

Mobile Number : 07454313111

Post Code : EH28 8PR

1st Line of Address : 122 Glasgow road EH28 8PR

Email Address : brianhoran23@hotmail.com

Model # : F4C510GBTN1.AMBQWUK

Serial # : 503PWTYM3697

DOP : 04/04/2025

Retailer : CURRYS

[Customer Issues] OE

01/09 B2C [CR]- tried to call, routed to VM, left VM. Please assist the customer and please utilize this case once call back.

[Customer] ROMANY DAVIDSON | EH28 8PR | null | Edinburgh | 122 Glasgow road EH28 8PR [Appointment Preferences] 1st Choice : null (null) 2nd Choice : null (null) 3rd Choice : null (null) [Customer Comments] Machine is stopping mid cycle not draining And today has leaked water from the bottom

Unit is properly leveled. No error codes. Inlet and outlet pipes doesn't have any visible damage. Cleaned pump filter. Issue persists.

No parking permit needed.

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer experiencing unit stopping mid-cycle and not draining. Requesting troubleshooting assistance. [Product Symptom]

• Symptom: Unit stops mid-cycle, not draining, and has a leakage issue with water underneath.
• Timeline/Duration: Issue started last week with UE error, water leakage occurred yesterday.
• Environment: Not Specified.
• Self-troubleshooting: Not Specified.
• History: Not Specified. [Agent Solutions]

1. Identify Error Code: Confirmed OE error code due to not draining.

2. Check for Leakage: Informed customer about leakage issue based on water underneath the unit.

3. Verify Error Code Status: Asked if the error code is still present; customer confirmed it is not.

4. Gather Additional Information: Requested the serial number for verification.

[Final Resolution]

• Troubleshooting steps provided. Further investigation needed for leakage issue. [Service Notes]
• N/A. [Executive Summary] The customer reported that the unit is stopping mid-cycle and not draining, with a leakage issue. The agent confirmed the OE error code related to the draining problem and noted the leakage under the unit. The customer indicated that the error code is no longer displayed. The agent gathered the serial number for further verification. Next steps involve investigating the leakage issue further.

[AI Summary]

[AI Summary]

[Contact Reason]

• Customer experiencing unit stopping mid-cycle and not draining, with reported leakage. [Product Symptom]

• Symptom: Unit stops mid-cycle, not draining, and has a leakage underneath. Error code OE displayed previously.
• Timeline/Duration: Issue started last week with error code UE, leakage occurred yesterday.
• Environment: Not Specified.
• Self-troubleshooting: Customer cleaned the filter yesterday.
• History: Not Specified. [Agent Solutions]

1. Verify Error Code: Checked for error codes; OE code previously displayed, currently no error code present.

2. Check for Leakage: Confirmed leakage is occurring underneath the unit.

3. Inspect Leveling: Asked if the unit is properly leveled; customer confirmed it is not rocking.

4. Inlet/Outlet Pipe Inspection: Inquired about visible damage to inlet/outlet pipes; customer reported no visible damage.

5. Request for Photos: Requested photos of the leakage for documentation; customer agreed to send.

6. Confirm Contact Information: Verified customer’s email and mobile number for communication.

7. Schedule Repair: Informed customer that an engineer will contact them for scheduling repair after receiving photos.

[Final Resolution]

• Customer to send leakage photos for documentation. Agent will book a repair service once photos are received. Engineer will contact customer directly for scheduling. [Service Notes]
• Customer has provided a video of the leakage for validation. Engineer may need to revisit if initial assessment shows no fault. [Executive Summary] The customer reported that their unit stops mid-cycle and does not drain, with leakage underneath. The agent confirmed the previous error code OE and checked for visible damage, confirming no issues with the pipes. The customer cleaned the filter and agreed to send photos of the leakage for documentation. The agent will schedule a repair service once the photos are received, and the engineer will contact the customer directly for scheduling. The conversation was handled efficiently, with all necessary information gathered for the repair process.

[Request] DONE BOOKING AND SMS

CNU250825112440

Surname : BAKER

Mobile Number : 07542612833

Post Code : DE21 2XL

1st Line of Address : 1 Rosette Court, Oakwood DE21 2XL DERBY, DE21 2XL, GB

Email Address : sallyduckworth86@hotmail.co.uk

Model # : FWY937BCTA1.APBQPUK

Serial # : 310PNKG65389

DOP : 09/02/2024

Retailer : COSTCO ONLINE UK LTD

[Customer Issues]

[Consultation contents] [AI Summary]

[Contact Reason]

• Inquiry regarding a repair for a washing machine. [Product Symptom]
• Symptom: Request for photos of the lint on clothes, rubber gasket on the door, and filters for assessment. - Timeline/Duration: Not Specified. - Environment: Not Specified. - Self-troubleshooting: Not Specified. - History: Previous communication with another representative regarding the repair. [Agent Solutions]

1. Account Verification: Verified account using surname and postal code.

2. Coordination with Support: Coordinated with support team to check the status of the case.

3. Photo Request: Informed customer about the need for photos of the lint, rubber gasket, and filters for further assessment.

4. Case Number Provided: Provided case number 2440 for reference.

5. Commitment to Update: Assured customer of an update once the information is received.

[Final Resolution]

• Customer to send requested photos for further assessment. Agent will provide updates after receiving the information. [Service Notes]
• N/A. [Executive Summary] The customer contacted regarding a washing machine repair inquiry. The agent verified the account and coordinated with the support team to address the case. The agent requested specific photos of the lint, rubber gasket, and filters to proceed with the assessment. A case number was provided, and the agent committed to updating the customer once the information is received.

[AI Summary]

[AI Summary]

[Contact Reason]

• Inquiry regarding a repair for a washing machine. [Product Symptom]
• Not Specified. [Agent Solutions]

1. Account Verification: Verified account using surname and postal code.

2. Coordination with Support: Coordinated with support team to check the status of the repair case.

3. Photo Request: Informed customer about the need for photos of the lint on clothes, rubber gasket, and filters for further assessment.

4. Case Number Provided: Provided customer with case number 2440 for reference.

[Final Resolution]

• Customer to send requested photos for further evaluation. Agent will update once information is received. [Service Notes]
• N/A. [Executive Summary]
• The customer contacted regarding a washing machine repair inquiry. The agent verified the account and coordinated with the support team. The agent informed the customer about the need for specific photos to proceed with the repair assessment. A case number was provided for reference, and the customer was advised to send the requested photos for further evaluation. The agent will follow up once the information is received.

[Request] DONE SENDING SMS FOR PHOTOS WILL COORDINATE IT TO CIC TECH AFTER

CNU250901179705

Surname : ALI

Mobile Number : 07908724519

Post Code : E17 8LH

1st Line of Address : 14 Cambridge Close, LONDON, E17 8LH, GB

Email Address : sahar.ali97@icloud.com

Model # : GSL960PZBV.APZQLGU

Serial # : 909TRHZ3D961

DOP : 30/09/2019

Retailer : CURRYS

[Customer Issues] FRIDGE

The part number had changed because the original one got discontinued or something. And so they gave me a website and then I ordered the one that was compatible with my free freezer and.

[Consultation contents] Note: Can we please check the requested files for the 10yr warranty reimbursement. Thank you. Customer has provided all the files that is needed. Cannot edit the other file because i cannot attached it anymore if i remove it.

[AI Summary]

[Contact Reason]

• Customer inquiring about reimbursement for a repaired fridge freezer. [Product Symptom]
• N/A - Non-technical inquiry [Agent Solutions]

1. Create New Case: Agent initiated a new case for reimbursement request.

2. Request Documentation: Agent requested the customer to upload the proof of purchase and engineer report again.

[Final Resolution]

• Customer agreed to re-upload the necessary documents for reimbursement. [Service Notes]
• N/A [Executive Summary] The customer contacted LG customer service regarding reimbursement for a repaired fridge freezer. The agent initiated a new case and requested the customer to re-upload the proof of purchase and engineer report. The customer confirmed they would provide the necessary documentation. The next steps involve the customer uploading the requested files for reimbursement processing.

[Request] DONE TAGGED TO RED CALLBACK