30/08 CALLS

CNU250828148138 - CLARKE = DONE CNU250828147994 - WOOLHAM = DONE CNU250828145324 - BECKFORD = DONE CNU250828144359 - LIGAYA = DONE CNU250828142550 - BATT = DONE TAGGED TO WG TEMP CNU250828141183 - KAMARA = SEND SMS WHATSAPP INS. CNU250827137432 - YOUNIS = DONE TAGGED TO WG TEMP CNU250827135835 - LOPES = DONE BOOKING AND SMS RNU250830042343 - LOPES = THE BOOKING CNU250827131981 - KUMAR = DONE CNU250827131725 - COLLINS = DONE TAGGED TO WG TEMP

CNU250830158425

RNU250830040963

Surname : GUTSELL

Mobile Number : 07908839832

Post Code : CT6 6QH

1st Line of Address : 12 Gainsborough Drive, HERNE BAY, CT6 6QH, GB

Email Address : gutsell@live.co.uk

Model # : F2Y509WBLN1.ABWQPUK

Serial # : 503PNPDD3544

DOP : 16/06/2025

Retailer : LG

[Customer Issues] Noise scraping slow spin cycle 4 or 5 weeks

Cleaned the filter. Checked the drum and it's not loose. Gasket doesn't have any visible damage or tears. Unit is properly balanced. No error codes. Customer is putting normal loads in a wash. Clothes doesn't have any metals that may cause the noise. Turned the drum by hand but no noise. Unit have a proper spacing in the sides and at the back. Issue persists.

No parking permit needed.

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer experiencing a noise issue with washing machine during slow spin cycle. Concerned about potential damage if continued use. [Product Symptom]

• Symptom: Scraping noise during slow spin cycle.
• Timeline/Duration: Not specified.
• Environment: Located in a cupboard.
• Self-troubleshooting: Checked filters, inspected drum for obstructions, verified gasket for damage, ensured proper load size, and checked for foreign objects in pockets.
• History: Purchased in July of the current year. [Agent Solutions]

1. Inquiry on Noise: Asked customer to describe the noise and when it occurs.

2. Confirmed Cleaning: Verified that customer cleaned the filter and checked for foreign objects.

3. Load Inquiry: Asked about the load size; confirmed it was normal.

4. Drum Movement Check: Instructed customer to manually turn the drum; confirmed no noise when empty.

5. Unit Leveling Check: Inquired if the unit was balanced; customer confirmed it was not rocking.

6. Spacing Check: Asked about spacing around the unit; customer confirmed adequate spacing in cupboard.

7. Error Code Check: Confirmed no error codes present.

8. Purchase Verification: Collected purchase details and customer account information for repair scheduling.

9. Repair Scheduling: Documented information to book the unit for repair.

[Final Resolution]

• Scheduled repair service for the washing machine. Customer provided necessary details for booking. [Service Notes]
• N/A [Executive Summary] The customer reported a scraping noise from the washing machine during the slow spin cycle and expressed concern about potential damage. The agent conducted a thorough inquiry, confirming that the customer had checked the filters, drum, and load size, and found no obstructions or error codes. After gathering necessary purchase and account information, the agent scheduled a repair service for the unit. The customer was informed of the next steps for the repair process.

[AI Summary]

[Contact Reason]

• Customer experiencing unusual noise from washing machine during slow spin cycle. Concerned about potential damage. [Product Symptom]

• Symptom: Scraping noise during slow spin cycle. Noise is intermittent.
• Timeline/Duration: Present for approximately four to five weeks.
• Environment: Located in a cupboard.
• Self-troubleshooting: Checked filters, drum, and gasket for foreign objects; ensured drum moves freely; verified no error codes; confirmed proper load size.
• History: Purchased in July of the current year. [Agent Solutions]

1. Inquiry on Noise: Asked customer to describe the noise and when it occurs.

2. Confirmed Cleaning: Verified that customer cleaned the filter and checked for foreign objects.

3. Load Inquiry: Asked about the load size; confirmed it was normal.

4. Drum Check: Instructed customer to manually turn the drum to check for noise; confirmed no noise when empty.

5. Balance Check: Inquired if the unit was balanced; customer confirmed it was stable.

6. Spacing Inquiry: Asked about spacing around the unit; customer confirmed it was in a cupboard with adequate space.

7. Repair Scheduling: Collected customer details for repair service; confirmed purchase from LG website.

8. Reference Number: Informed customer that a reference number would be sent via SMS for the repair appointment.

[Final Resolution]

• Scheduled repair service for washing machine. Reference number to be sent via SMS. Engineer will contact customer directly for service date. [Service Notes]
• N/A [Executive Summary] The customer reported a scraping noise from the washing machine during the slow spin cycle, which has been occurring intermittently for four to five weeks. The agent conducted a thorough inquiry, confirming that the customer had checked the filters, drum, and load size, and found no error codes. The agent scheduled a repair service and informed the customer that a reference number would be sent via SMS, with the engineer contacting them directly for the service date.

[Request] DONE BOOKING AND SMS

CNU250830158645

Surname : LIMA

Mobile Number : 0852657218

Post Code : V93 R2Y5

1st Line of Address : DOOLOUGH LODGE DROMDIRALOUGH MUCKROSS KILLARNEY CO. KERRY, V93 R2Y5, IE

Email Address :

Model # :

Serial # :

DOP :

Retailer :

[Customer Issues] 0872565569 - Engineer Pat

[Consultation contents] Salutation: Customers YES - POP NO - BER NO - POD NO - 5 Year Warranty YES - Serial NO - Damage On Del NO - Video YES - Images Fault Reported: Engineer's Report Troubleshooting: N/A Where to Tag To: Tag Back to Me! Warranty Repair: Non Warranty Customers send the photos in Docu Upload in SMS however there's no file that has been attached and customers WhatsApp is having an issue [AI Summary]

[Contact Reason]

• Customer inquiring about the engineer's report for a dryer machine issue. [Product Symptom]
• Symptom: Customer unable to provide the engineer's report required for processing the case. - Timeline/Duration: Not Specified. - Environment: Not Specified. - Self-troubleshooting: Customer attempted to contact the engineer for the report. - History: Previous engineer visit noted; customer has proof of purchase and serial number. [Agent Solutions]

1. Verify Customer Information: Agent requested customer name and address details for account verification.

2. Check Case Status: Agent checked the case number provided by the customer for updates.

3. Document Upload Inquiry: Agent confirmed that the engineer's report was not attached to the account.

4. Provide Engineer's Contact: Agent offered to note the engineer's contact number for further follow-up.

5. WhatsApp Number Provided: Agent provided the WhatsApp number for document submission.

6. Document Submission Instructions: Agent guided the customer on how to send documents via WhatsApp.

7. Request for Engineer's Report: Agent requested the engineer's report from the email department.

8. Confirm Document Types: Agent confirmed the types of documents the customer has available for submission.

[Final Resolution]

• Agent will request the engineer's report from the email department. Customer to send documents via WhatsApp. Follow-up expected within two business days. [Service Notes]
• Engineer's report needed for case resolution. Customer has proof of purchase and serial number. [Executive Summary] The customer contacted support regarding an engineer's report for a dryer machine issue. The agent verified the customer's information and checked the case status, confirming that the report was not attached to the account. The agent provided the engineer's contact number and WhatsApp details for document submission. The agent will request the engineer's report from the email department, with a follow-up expected within two business days.

[Request] DONE REQUESTING EMAIL

CNU250829154706

Surname : OLIVER PUTTER

Mobile Number : 07557785086

Post Code : RH4 3HF

1st Line of Address :3 Dixton Cottages, Vincent Lane, DORKING, RH4 3HF, GB

Email Address : ollyp28@hotmail.com

Model # : FWV917WTS.ABWQPUK

Serial # : 008PNYU3S674

DOP : 11/11/2020

Retailer : AO RETAIL LTD C/O EXPERT 360

[Customer Issues] REPAIR Clothes still wet and long time to dry P2020-11-09008PNYU3S674

Customer is putting less than half of loads. Customer is washing cotton clothes. Unit is properly leveled. No error codes. Used tub clean once a month. Cleaned the filter twice every month. Issue persists.

No parking permit needed. Extended Warranty: P2020-11-09008PNYU3S674

[Consultation contents] 30/8 B2C [APM] Tried ringing the customer phone no. unable to connect, left VM. Sent SMS. Please assist once they call back using this case.

[Customer] Oliver Putter | RH4 3HF | null | DORKING | 3 DIXTON COTTAGES, VINCENT LANE RH4 3HF [Appointment Preferences] 1st Choice : null (null) 2nd Choice : null (null) 3rd Choice : null (null) [Customer Comments] The drying performance has become extremely poor. Clothes are always wet when the dry cycle has finished. Drying cycles only ever go on 1 hour time cycles now on the auto detect feature. Now requires 3-4 cycles to dry clothes fully. The drum is never loaded up more than a third - half full.

[AI Summary]

[Contact Reason]

• Customer experiencing issues with washing machine; taking too long to dry clothes and clothes still wet. [Product Symptom]

• Symptom: Clothes taking too long to dry; clothes remain wet after cycle.
• Timeline/Duration: Issue started within the last month.
• Environment: Not Specified.
• Self-troubleshooting: Customer cleans filter twice a month; performs tub clean once a month.
• History: Extended warranty valid until November 2025. [Agent Solutions]

1. Verify Warranty: Confirmed extended warranty valid until November 2025.

2. Inquire Load Size: Customer reports using less than half load.

3. Check Fabric Type: Customer washing mainly cotton clothes.

4. Level Check: Confirmed washing machine is properly leveled.

5. Error Code Check: No error codes displayed on the machine.

6. Tub Clean Frequency: Advised customer to perform tub clean 5-6 times a month for maintenance.

7. Repair Request: Customer requested to book a repair service.

[Final Resolution]

• Repair service to be scheduled after verifying additional information. Customer provided mobile number and email for documentation. [Service Notes]
• Customer cleans filter twice a month; performs tub clean once a month. On-street parking available, no permit required. [Executive Summary] The customer contacted support regarding a washing machine issue where clothes are taking too long to dry and remain wet. The agent confirmed the warranty status and gathered information about the load size, fabric type, and maintenance practices. The customer requested a repair service, which will be scheduled after verifying additional details. The agent documented the customer's contact information and noted maintenance practices for future reference.

[AI Summary]

[Contact Reason]

• Customer experiencing issues with washing machine; taking too long to dry clothes and clothes still wet. [Product Symptom]

• Symptom: Long drying time; clothes remain wet after drying cycle.
• Timeline/Duration: Issue started within the last month.
• Environment: Not Specified.
• Self-troubleshooting: Customer cleans filter twice a month; performs tub clean once a month.
• History: Unit under a five-year warranty until November 2025. [Agent Solutions]

1. Verify Issue: Confirmed customer reports long drying time and wet clothes.

2. Check Warranty: Verified warranty status; valid until November 2025.

3. Inquire Load Size: Customer confirmed using less than half load.

4. Ask About Fabric Type: Customer stated mainly washing cotton.

5. Level Check: Customer confirmed washing machine is properly leveled.

6. Error Code Check: No error codes displayed on the machine.

7. Tub Clean Frequency: Advised customer to perform tub clean 5-6 times a month; customer currently does it once a month.

8. Repair Booking: Collected necessary information for repair booking; confirmed no parking permit needed.

[Final Resolution]

• Repair service scheduled; reference number to be sent via SMS. Engineer will contact customer for visit date. [Service Notes]
• Customer cleans filter twice a month; performs tub clean once a month. No parking permit required for service visit. [Executive Summary] The customer reported issues with their washing machine, specifically long drying times and wet clothes after cycles. The agent confirmed the warranty status and gathered details about the load size, fabric type, and maintenance practices. The agent advised on increasing the frequency of tub cleaning and proceeded to schedule a repair service. A reference number will be sent via SMS, and the engineer will contact the customer for the visit date.

[Request] WILL BOOK

CNU250830159416

Surname : RUTHERFORD

Mobile Number : 07407385283

Post Code : B68 8LF

1st Line of Address : 84 Causeway Green Road, OLDBURY, WORCESTERSHIRE, B68 8LF, GB

Email Address : curledward@hotmail.com

Model # : GBB62PZGCC.APZQLGU

Serial # : 303WRHNKR577

DOP : 11/04/2023

Retailer : AO RETAIL LTD C/O EXPERT 360

[Customer Issues] FRIDGE Not cooling

• TS: Ensured the freezer is set to a lower temperature of -22℃ to -24℃ (-7.6℉ to -11.2℉) for optimal cooling. Adjusted the refrigerator temperature to 1-2℃ lower if necessary. Check that the refrigerator door is closing completely. Rearrange food containers if they obstruct the door. Inspected the rubber gasket for dirt and ensure it seals properly. Made sure that items inside the refrigerator are not blocking the vents. Ensured there is a gap of at least 10cm (4 inches) behind the refrigerator and 5cm (2 inches) on the sides to allow hot air to escape.

No parking permit needed.

[Consultation contents]

[Request] BOOK FOR WG TEMP

CNU250827138948

Surname : WISER / CIESLAR

Mobile Number : 07841355249 / 07766981383 tenant

Post Code : SW11 3NG

1st Line of Address : Flat 54 Selworthy House, Battersea Church Road, LONDON, SW11 3NG, GB

Email Address : renaudwiser@hotmail.com

Model # : FWY996BCTN4.APBQPUK

Serial # : 311PNFS0V555

DOP :

Retailer :

[Customer Issues] Cleaned filter. Customer used tub clean. Water tap is fully open. Unplugged and plug in. Issue pesists.

No parking permit needed.

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer calling regarding dryer troubleshooting as instructed by landlord. [Product Symptom]

• Symptom: Dryer stops drying after some time, beeping occurs, displays error code DHE (Dry Heating Error).
• Timeline/Duration: Not Specified.
• Environment: Not Specified.
• Self-troubleshooting: Cleaned the filter and top, did not unplug the appliance.
• History: Not Specified. [Agent Solutions]

1. Verify Account: Checked account details using provided owner's number and surname.

2. Identify Issue: Confirmed the issue relates to the dryer, specifically the error code DHE.

3. Basic Troubleshooting Steps: Asked if the cold water tap is fully open; confirmed it is.

4. Unplugging Appliance: Suggested unplugging the appliance directly from the wall outlet; customer has not tried this yet.

5. Cleaning Confirmation: Inquired about other cleaning actions; customer mentioned cleaning the filter and top only.

[Final Resolution]

• Next steps include advising the customer to unplug the appliance and monitor for error code reoccurrence. [Service Notes]
• N/A. [Executive Summary] The customer contacted support regarding a dryer issue, specifically an error code DHE indicating a dry heating error. The agent verified account details and confirmed the symptom. Basic troubleshooting steps were discussed, including checking the cold water tap and unplugging the appliance, which the customer had not yet attempted. The agent advised the customer to unplug the dryer and monitor for any further issues.

[AI Summary]

[Contact Reason]

• Customer calling regarding dryer troubleshooting as instructed by landlord. [Product Symptom]

• Symptom: Dryer stops drying after some time, displays error code DHE (dry heating error).
• Timeline/Duration: Not Specified.
• Environment: Not Specified.
• Self-troubleshooting: Cleaned the filter and top, but did not unplug the appliance.
• History: Not Specified. [Agent Solutions]

1. Verify Account: Confirmed account details and authorization for troubleshooting.

2. Identify Error Code: Customer reported error code DHE, indicating a dry heating error.

3. Basic Troubleshooting Steps: Asked if the cold water tap is fully open; confirmed it is. Suggested unplugging the appliance, which customer had not tried.

4. Document Information: Collected serial number, address, and email for repair scheduling.

5. Repair Scheduling: Informed customer that repair department will book the service on Monday, with an engineer contacting them within two business days.

[Final Resolution]

• Repair service scheduled for Monday. Engineer will contact customer within two business days. Instructions to send error code photo via WhatsApp will be sent. [Service Notes]
• N/A [Executive Summary] Customer contacted regarding dryer issues, specifically an error code DHE indicating a dry heating error. Basic troubleshooting steps were discussed, including confirming the cold water tap status and unplugging the appliance. The agent collected necessary information for scheduling a repair service, which will be booked on Monday, with follow-up from an engineer within two business days. Instructions for sending a photo of the error code via WhatsApp will also be provided.

[Request] WG TEMP

Surname :

Mobile Number : 07767611070

Post Code :

1st Line of Address :

Email Address :

Model # :

Serial # :

DOP :

Retailer :

[Customer Issues]

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer reports a newly purchased LG fridge freezer not working. [Product Symptom]
• Symptom: Fridge freezer not operational. - Timeline/Duration: Purchased on 28 August, reported issue 2 days later. - Environment: Not Specified. - Self-troubleshooting: Not Specified. - History: Recently purchased from a store. [Agent Solutions]

1. Verify Purchase Location: Confirmed purchase was made in-store at Curry.

2. Advise on Return Process: Instructed customer to return to Curry with the receipt for replacement due to the issue.

3. Confirm Return Period: Explained the return period is 30 days.

[Final Resolution]

• Customer advised to return to Curry for a replacement. [Service Notes]
• N/A [Executive Summary] The customer contacted support regarding a non-working LG fridge freezer purchased 2 days prior. The agent confirmed the purchase was made in-store and advised the customer to return to the store with the receipt for a replacement, as the unit is still within the 30-day return period. The customer was informed of the necessary steps to resolve the issue. No troubleshooting steps were taken as the issue was related to the return process.

[Request] DONE NO NEED TO DOCU

Surname :

Mobile Number : 07971281482

Post Code :

1st Line of Address :

Email Address :

Model # :

Serial # :

DOP :

Retailer :

[Customer Issues] FRIDGE NOT WORKING FRIDGE FREEZER IS NOT COOLING Customer have insurance to currys

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer experiencing issues with fridge and freezer not working. Urgent need for repair due to disability-related requirements. [Product Symptom]

• Symptom: Both fridge and freezer are not functioning.
• Timeline/Duration: Issue reported yesterday.
• Environment: Not Specified.
• Self-troubleshooting: Not Specified.
• History: Purchased approximately five years ago. Warranty status mentioned as expired. [Agent Solutions]

1. Repair Coordination: Informed customer that repair would be chargeable due to expired warranty.

2. Insurance Inquiry: Suggested contacting insurance provider for potential coverage of repair costs.

3. Clarification of Insurance: Explained that the insurance is not connected to the service provider.

[Final Resolution]

• Customer advised to contact insurance for repair coverage. Chargeable repair option provided. No immediate troubleshooting steps taken. [Service Notes]
• Customer has a son with a disability, emphasizing the urgency of the repair. [Executive Summary] The customer reported that both the fridge and freezer are not working, creating an urgent need for repair due to a disability-related situation. The agent informed the customer that the warranty had expired, and any repairs would be chargeable. The customer was advised to contact their insurance provider for potential coverage of the repair costs. No troubleshooting steps were taken during the call, and the agent provided clarification regarding the insurance's lack of connection to the service provider.

[Request] DONE CUSTOMER HANG UP

Surname :

Mobile Number : 07496420087

Post Code :

1st Line of Address :

Email Address :

Model # : SKU371290

Serial # : 00805146010515940123 LCDZAW23

DOP :

Retailer :

[Customer Issues] TUMBLE DRYER 27/11/2024 Unit is properly leveled. No error codes. Customer put normal loads to the unit. Customer pause and open the door also lights turning on inside the unit. Empty the water tank. Cleaned the filter. Drain hose and pipes isn't kinked and restricted. Issue persists. CUSTOMER UNIT IS LOGIC FINISHED CYCLE, ITS FILLING UP WITH WATER HOWEVER THERE'S NONE.

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer experiencing issues with tumble dryer; unit not starting or completing cycles. [Product Symptom]

• Symptom: Tumble dryer powers on but does not start drying cycle; three lights indicate cycle finished.
• Timeline/Duration: Issue started yesterday.
• Environment: Not Specified.
• Self-troubleshooting: Customer checked and cleaned water tank and fluff filter; confirmed normal load size; ensured drain hose is clear.
• History: Previous call for a different issue; insurance taken out on the unit. [Agent Solutions]

1. Initial Inquiry: Confirmed the customer pressed start but the dryer did not operate.

2. Load Check: Asked about load size; customer confirmed normal load.

3. Door Check: Inquired if the door was opened during operation; customer confirmed light inside works.

4. Error Code Inquiry: Asked about error codes; customer reported none, only lights indicating cycle finished.

5. Water Tank Check: Confirmed customer emptied water tank; no issues reported.

6. Filter Check: Confirmed customer cleaned the fluff filter.

7. Drain Hose Check: Inquired about drain hose; customer confirmed it is clear.

8. Leveling Check: Confirmed the unit is properly leveled.

9. Serial Number Inquiry: Attempted to gather serial number; customer provided incorrect information.

10. Model Confirmation: Clarified that the unit is not an LG product; provided customer with contact information for the correct service department.

[Final Resolution]

• Provided customer with contact information for the correct service department for further assistance. [Service Notes]
• Customer has previously called for a different issue; insurance is active on the unit. - Customer attempted multiple troubleshooting steps before contacting support. [Executive Summary] The customer contacted support regarding a tumble dryer that powers on but does not complete drying cycles, with three lights indicating the cycle is finished. The agent performed several troubleshooting steps, including checking load size, door operation, water tank, and filter status, but found no errors. The agent clarified that the unit is not an LG product and provided the customer with the correct service department's contact information for further assistance.

[Request] DONE WRONG PRODUCT

CNU250828144937

Surname : ANAND

Mobile Number : 07914749481

Post Code : WV14 9YE

1st Line of Address : 2 Moss Gardens, BILSTON, WV14 9YE, GB

Email Address : vijayanand04@hotmail.com

Model # : F4Y511GBLA1.AMBQPUK

Serial # : 501PNURC7110

DOP : 25/05/2025

Retailer : CURRYS

[Customer Issues] [AI Summary]

[Contact Reason]

• Customer inquiring about changing the repair request for a washing machine. [Product Symptom]
• N/A - Non-technical inquiry [Agent Solutions]

1. Check Previous Request: Agent reviewed the customer's previous request regarding a video of the leakage from the washing machine drawer.

2. Provide Case Reference Number: Agent confirmed the case reference number starts with "CNU" and offered to resend it.

3. Alternative Video Submission: Agent informed the customer about an issue with the upload link and suggested sending the video via WhatsApp.

4. Video Submission Instructions: Agent provided instructions for sending the video, specifying a maximum length of 10 to 15 seconds.

5. Confirmation of Information Sent: Agent confirmed that the SMS with the case number and WhatsApp number was sent to the customer.

[Final Resolution]

• Customer instructed to send a short video of the leakage via WhatsApp. Case number and WhatsApp contact details provided. [Service Notes]
• N/A [Executive Summary] The customer contacted support to change a repair request for a washing machine. The agent reviewed the previous request and confirmed the need for a video of the leakage. Due to an issue with the upload link, the agent suggested sending the video via WhatsApp and provided the necessary instructions. The customer received the case number and WhatsApp details via SMS. The next step is for the customer to send the video as instructed.

[Request] DOCU

CNU250830160904

Surname : SALAMA / MANSOUR

Mobile Number : 07776550338 MOM / 07776550336

Post Code : BN3 7LR

1st Line of Address : 285 Hangleton Road, HOVE, SUSSEX, BN3 7LR, GB

Email Address : mamdouh_marvy@yahoo.com

Model # : GSLC40PYPE.APYQLGU

Serial # :506TRRTX3L577

DOP : 15/08/2025

Retailer : CURRYS

[Customer Issues] FRIDGE WATER DISPENSER NOT WORKING INSTALLATION BY CURRYS PLUMED

20/08/2025 Water tap is fully opened. Filter has been installed. Pipes is not kinked or restricted. Tubes in the bottom of the door is not kinked or bent. Customer tried to dispense water to the unit continously. Customer tried to dispense water however there's no sound that it is pumping. Issue persists.

No parking permit needed.

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer calling to book a repair for a fridge freezer. [Product Symptom]

• Symptom: Water dispenser not working since delivery.

• Timeline/Duration: Not working since received on August 20, 2025.

• Environment: Not Specified.

• Self-troubleshooting: Customer attempted to dispense water continuously.

• History: Unit purchased on August 15, 2025; installed by a third-party team. [Agent Solutions]

1. Verify Purchase Date: Confirmed purchase date as August 15, 2025.

2. Confirm Delivery Date: Confirmed delivery date as August 20, 2025.

3. Check Installation: Confirmed installation done by a third-party team.

4. Assess Water Supply: Inquired if the unit is plumbed in; confirmed it is.

5. Check Water Tap: Confirmed water tap is fully open.

6. Verify Filter Installation: Confirmed filter is installed correctly.

7. Inspect Water Pipes: Confirmed no restrictions in pipes.

8. Check Tubes at Door Bottom: Confirmed no restrictions in tubes.

9. Test Water Dispensing: Inquired if customer tried dispensing water continuously; confirmed they did.

10. Assess Noise During Dispensing: Confirmed no noise when attempting to dispense water.

1

1. Check Ice Maker Functionality: Confirmed ice maker is working.

2. Suggest Air Lock Check: Suggested checking for air lock in the dispenser.

3. Request Customer Information: Requested customer’s mobile number and surname for account creation.

4. Verify Customer Account: Confirmed customer has an account.

5. Request Serial Number: Informed customer that serial number is needed for repair booking.

[Final Resolution]

• Repair booking pending due to lack of serial number. Customer advised to provide serial number for scheduling. [Service Notes]
• N/A [Executive Summary] The customer contacted support to book a repair for a fridge freezer with a non-functional water dispenser, which has not worked since delivery on August 20, 2025. The agent performed several troubleshooting steps, confirming the unit is plumbed in and that the ice maker functions correctly. However, the water dispenser issue may be due to an air lock. The repair booking is pending as the customer could not provide the required serial number. Further action is needed to obtain this information for scheduling the repair.

[AI Summary]

[Contact Reason]

• Customer calling to book a repair for a fridge freezer. [Product Symptom]

• Symptom: Water dispenser not working since delivery.

• Timeline/Duration: Not working since received on August 20, 2025.

• Environment: Not Specified.

• Self-troubleshooting: Customer attempted to dispense water continuously.

• History: Unit purchased on August 15, 2025; installed by a third-party team. [Agent Solutions]

1. Verify Purchase Date: Confirmed purchase date as August 15, 2025.

2. Confirm Delivery Date: Confirmed delivery date as August 20, 2025.

3. Check Installation: Confirmed installation was done by a third-party team.

4. Assess Water Supply: Asked if the unit is plumbed in; confirmed it is.

5. Check Water Tap: Confirmed water tap is fully open.

6. Verify Filter Installation: Confirmed filter is installed correctly.

7. Inspect Water Pipes: Confirmed no restrictions in pipes.

8. Check Tubes at Door Bottom: Confirmed no restrictions in tubes.

9. Test for Air Lock: Inquired if customer dispensed water continuously; confirmed they did.

10. Check Ice Maker: Confirmed ice maker is functioning properly.

1

1. Discuss Possible Air Lock: Suggested possible air lock in the dispenser; advised to dispense water to clear it.

2. Request Serial Number: Requested serial number for repair booking; customer initially did not have it.

3. Obtain Serial Number: Customer provided serial number after checking.

4. Confirm Customer Details: Verified customer’s email and mobile number.

5. Schedule Repair: Agreed to book a repair visit and send reference number via SMS.

[Final Resolution]

• Repair visit scheduled. Reference number to be sent via SMS. Customer advised to check for air lock in the water dispenser. [Service Notes]
• N/A [Executive Summary] The customer contacted support to book a repair for a fridge freezer with a non-functioning water dispenser, which has not worked since delivery on August 20, 2025. The agent verified the purchase and delivery dates, confirmed the unit is plumbed in, and conducted troubleshooting steps to rule out installation issues. After obtaining the necessary serial number, the agent scheduled a repair visit and will send a reference number via SMS. No additional service notes were required.

[Request] BOOKING

Surname :

Mobile Number : 07415821894 / 01912325000

Post Code :

1st Line of Address :

Email Address :

Model # :

Serial # :

DOP :

Retailer :

[Customer Issues] JOHN LEWIS FRIDGE

[Consultation contents] [AI Summary]

[Contact Reason]

• Inquiry about tracking delivery of an American style fridge freezer ordered through John Lewis. [Product Symptom]
• N/A - Non-technical inquiry [Agent Solutions]

1. Initial Inquiry: Agent welcomed the caller and asked how they could assist.

2. Order Confirmation: Caller confirmed the order was placed through John Lewis and requested to trace the delivery.

3. Customer Information Request: Agent requested the customer's mobile number for tracking purposes.

4. Customer History Check: Agent inquired if the customer had contacted LG previously.

5. Clarification on Stock: Agent confirmed that LG holds the stock for the fridge freezer ordered through John Lewis.

6. Supplier Team Inquiry: Caller asked if there was a direct supplier or trade team to contact for further assistance.

7. Agent Response: Agent indicated there was no direct team available and offered to provide a contact number for the shop.

[Final Resolution]

• Provided contact number for the shop. Caller to follow up with the shop for further assistance. [Service Notes]
• N/A [Executive Summary] The caller inquired about tracking the delivery of an American style fridge freezer ordered through John Lewis. The agent confirmed that LG holds the stock and requested the customer's mobile number for tracking. The caller was informed that there is no direct supplier team available and was provided with a contact number for the shop. The caller will follow up with the shop for further assistance.

[Request] DONE RETAILER RUNG US

Surname :

Mobile Number : 07741489103

Post Code :

1st Line of Address :

Email Address :

Model # :

Serial # :

DOP :

Retailer :

[Customer Issues] FRIDGE LAST WEEK WATER AND ICE DISPENSER

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer reports issues with water and ice dispensers on a newly purchased LG fridge freezer. [Product Symptom]

• Symptom: Water and ice dispensers not functioning.
• Timeline/Duration: Purchased last week; issue occurred immediately upon setup.
• Environment: Not plumbed in; using a water tank.
• Self-troubleshooting: Customer attempted various solutions but did not specify.
• History: Recently purchased; within return period of 28 days. [Agent Solutions]

1. Inquiry on Purchase: Agent confirmed the unit was purchased recently and advised on return options.

2. Replacement Suggestion: Agent suggested contacting the retailer for a replacement due to the fault.

3. Engineer Visit Discussion: Agent explained that an engineer visit cannot be scheduled due to the unit's age.

4. Installation Issue Inquiry: Agent asked if the fridge was plumbed in; customer confirmed it was not.

5. Air Lock Explanation: Agent mentioned the possibility of an air lock affecting the dispensers and suggested basic troubleshooting steps.

6. Coordination with Retailer: Agent advised the customer to contact the retailer for service since the unit is within the return period.

[Final Resolution]

• Customer advised to contact the retailer for service or replacement. No troubleshooting steps taken due to the unit's age. [Service Notes]
• N/A [Executive Summary] The customer contacted support regarding non-functional water and ice dispensers on a newly purchased LG fridge freezer. The agent confirmed the unit was purchased last week and suggested contacting the retailer for a replacement due to the fault. The agent explained that an engineer visit could not be scheduled as the unit is within the return period. The customer was informed about the potential for an air lock affecting the dispensers and was advised to reach out to the retailer for further assistance.

[Request] DONE

CNU250830161605

Surname : HALL

Mobile Number : 07484168846

Post Code : LS25 6AR

1st Line of Address : 113 Eversley Mount, LEEDS, LS25 6AR, GB

Email Address : thatlad2000@gmail.com

Model # : GSB760PZXV.APZQEUR

Serial # : 101TRDP03018

DOP : 01/06/2021

Retailer : AO RETAIL LTD C/O EXPERT 360

[Customer Issues] FRIDGE FRIDAY LAST VISIT ENGINEER SAYS THAT THE UNIT IS CANNOT BE FIXED

[Consultation contents]

[AI Summary]

[Contact Reason]

• Inquiry about next steps after multiple engineer visits for a faulty refrigerator. [Product Symptom]

• Symptom: Refrigerator developed a fault, deemed irreparable by the engineer. - Timeline/Duration: Multiple visits from the engineer over a few weeks; last visit on August 29. - Environment: Not Specified.

• Self-troubleshooting: Not Specified. - History: Previous engineer visits organized by LG; case still open. [Agent Solutions]

1. Case Review: Agent checked the status of the case and confirmed it is still open.

2. Specialist Referral: Agent informed that the case has been escalated to LG specialists for further review.

3. Communication Expectation: Agent advised that the resolutions team will contact the customer with updates within two to three business days.

[Final Resolution]

• Awaiting contact from LG specialists for case review and resolution. [Service Notes]
• N/A [Executive Summary] The customer contacted LG regarding a faulty refrigerator that has been deemed irreparable after multiple engineer visits. The agent confirmed the case is still open and has been escalated to LG specialists for further review. The customer was informed that the resolutions team would reach out within two to three business days with updates. No immediate troubleshooting steps were taken as the case is under review.

[Request] DONE