12/08 CALLS · Offline Notepad

CNU250812995192 RNU250812014993

Surname : MILLER

Mobile Number : 07776230004

Post Code : PA3 1SB

1st Line of Address : 23A St. James Avenue, PAISLEY, PA3 1SB, GB

Email Address : penny3m@gmail.com

Model # : F4C510WBTN1.ABWQPUK

Serial # : 305PNFS51243

DOP : 04/11/2023

Retailer : CURRYS

[Customer Issues] WASHER LEAKAGE AT THE UNDERNEATH A WEEK AGO

No error codes. Unit is properly leveled. Inlet and outlet pipes doesn't have any visible damage or tear. Cleaned the filter. Drain hose doesn't have any visible damage and not blocked. Issue persists. No parking permit needed.

[Consultation contents]

[Request] DONE BOOKING AND REGISTEING FROM 5YR WARRANTY done

CNU250812995663 RNU250812015376

Surname : JONES

Mobile Number : 07525933940

Post Code : LL34 6SA

1st Line of Address : 7 Maes Y Llan, PENMAENMAWR, LL34 6SA, GB

Email Address : elainejones117@gmail.com

Model # : F2A509GBLN1.AMBQPUK

Serial # : 404PNXL77162

DOP : 26/08/2024

Retailer : AO RETAIL LTD C/O EXPERT 360

[Customer Issues] WASHER

Cleaned the filter. Checked the drain hose doesn't have any damage or tear. Inlet and outlet pipes doesn't have any visible damage or tears. Issue persists. No parking peRmit needed.

[Consultation contents] [AI Summary]

Contact Reason: Customer is calling about a washing machine displaying an OE error code, indicating a drainage blockage, and is currently not functioning.
Customer Request: Customer seeks assistance with troubleshooting the issue and requests a repair appointment if the problem persists.
Agent Solution: Agent guided the customer through troubleshooting steps, including checking the drain filter and hose for blockages. Since the customer was unable to resolve the issue, the agent scheduled a repair service and informed the customer that an engineer would contact them to confirm the appointment date.
Resolution Acceptance: Yes. The customer accepted the scheduled repair and expressed gratitude for the assistance.
Customer Pain Point: Customer is frustrated with the washing machine malfunction, particularly the flooding issue when attempting to access the drain filter, and is concerned about voiding the warranty.
Notable Comments: Customer mentioned purchasing the washing machine online from AO and indicated that it is still under warranty. The customer also expressed difficulty in managing the situation due to the water pouring out.

[Request] DONE BOOKING

Surname : BROADBENT

Mobile Number : 07585358703

Post Code : TA2 6DZ

1st Line of Address : 37 Whitmore Road, TAUNTON, TA2 6DZ, GB

Email Address : amandaebroadbent@gmail.com

Model # : WT1210BBTN1.APBQPUK

Serial # : 503PNGXK9687

DOP : 25/07/2025

Retailer : LG ELECTRONICS

[Customer Issues] [---LG Shop---] Order Number: 8000554052 Subject: Email: amandaebroadbent@gmail.com Name: BROADBENT Postcode: TA2 6DZ Images via: Not requested Return or Cancellation: THIS IS NOT A RETURN OR CANCELLATION Notes: The customer is requesting for an installer visit, Customer is experiencing an issue with a newly delivered washing machine that is not draining and displays an OE error code, preventing it from functioning properly. Agent guided the customer through basic troubleshooting steps, including manually draining the machine using a hose and cleaning the pump filter. The agent also suggested running an empty cycle after draining to see if the issue resolves. Preferred date and time: monday 11/09 - advised the customer that the eng. will call them first to confirm their availability 11/08- Customer contacted us to ask an update in regards with the team to go back and do the installation check as the unit has an OE error code. Advise customer that this will be raise to our OM, apologise and advise customer if there will be an update will contact her. Emailed OM

Call back the customer inform that we are still awaiting for an update. Customer was very frustrated and mention that if we can't send the team back its better if we will arrange collection and process refund for this order. Advise customer will continue to monitor this case and will her back again tomorrow.

[Consultation contents] [AI Summary]

Contact Reason: Customer is calling to inquire about the status of a repair for a washing machine delivered recently, expressing frustration over the delay in service.
Customer Request: Customer seeks either a repair appointment for the washing machine or a collection for a replacement due to dissatisfaction with the service.
Agent Solution: Agent checked the customer's account and acknowledged the ongoing issue. The agent offered to transfer the customer to the shipping department, which is handling the case, to provide further assistance regarding the repair or replacement.
Resolution Acceptance: No. The customer expressed dissatisfaction with the service and indicated a preference to seek a replacement elsewhere if the issue is not resolved promptly.
Customer Pain Point: Customer is frustrated by the lack of timely service for a new washing machine, having been without a functioning unit for two weeks, and feels that their concerns are not being taken seriously.
Notable Comments: Customer mentioned the washing machine is expensive and expressed a desire for better service, indicating they are considering purchasing from another retailer due to the ongoing issues.

[Request] DONE TRANSFERRED TO LG SHOP DEP

CNU250812996158

Surname : GILBERT AND VANSTONE

Mobile Number : 07535792953

Post Code : EX23 9QQ

1st Line of Address : Hill Park Center The Square, BUDE, EX23 9QQ, GB

Email Address : sales@gilbertandvanstone.co.uk

Model # : F4T209WSE.ABWQMUK

Serial # : 305VOLH0B488

DOP : 26/07/2024

Retailer : GILBERT & VANSTONE 18-400

[Customer Issues] WASHER CNU2508055932100

[Consultation contents] [AI Summary]

Contact Reason: Customer is calling to follow up on a reported fault with their washing machine, referencing multiple communications from LG regarding an alternate resolution.
Customer Request: Customer seeks clarification on the status of their washing machine repair and wants to know if it will be repaired or if an alternative solution is being offered.
Agent Solution: Agent requested the customer's reference number and personal details for verification. The agent then confirmed the customer's information and indicated that they would transfer the call to the resolutions team for further assistance.
Resolution Acceptance: No. The customer did not accept a solution yet as they are awaiting further information from the resolutions team.
Customer Pain Point: Customer is frustrated by the lack of clear communication regarding the status of their washing machine repair and the uncertainty about the resolution process.
Notable Comments: Customer provided a reference number and expressed concern about the ongoing issue with their washing machine, indicating they have received multiple messages from LG without a clear resolution.

[AI Summary]

Contact Reason: Customer is calling regarding a fault with their washing machine and has received multiple messages about an alternate resolution, indicating a potential repair issue.
Customer Request: Customer seeks clarification on the status of their washing machine repair and wants to discuss the reference number provided in the text messages.
Agent Solution: Agent requested the reference number and customer details for verification. After confirming the information, the agent indicated that they would transfer the customer to the resolutions team for further assistance regarding the repair status.
Resolution Acceptance: No. The customer did not accept a solution yet as they were still in the process of being transferred to the resolutions team.
Customer Pain Point: Customer expressed frustration over receiving multiple messages without clear information about the repair status, indicating a lack of communication from the service team.
Notable Comments: Customer provided a reference number and mentioned their postcode for verification, indicating they are proactive in resolving the issue.

[Request] DONE TRANSFERRED TO RESO

CNU250812997140

Surname : CAROL GREGORY

Mobile Number : 07990505815

Post Code : SO16 3DL

1st Line of Address :

Email Address : carolgregory513@gmail.com

Model # : GMM41MSBEM

Serial # : 505XMGL02335

DOP : 08/08/2025

Retailer : CURRYS

[Customer Issues] FRIDGE

[Consultation contents] [AI Summary]

Contact Reason: Customer is calling to register the warranty for a fridge freezer but is unable to complete the process online due to issues accessing the website.
Customer Request: Customer seeks assistance in registering the warranty for the fridge freezer and requires help locating the serial number.
Agent Solution: Agent guided the customer through the registration process, asking for personal details and the serial number. The agent provided instructions on where to find the serial number inside the fridge and assisted the customer in locating it, despite difficulties due to its small size.
Resolution Acceptance: Yes. The customer accepted the agent's assistance and successfully provided the serial number after some effort.
Customer Pain Point: Customer expressed frustration over the difficulty in finding the serial number due to its small print and the inconvenience of not being able to register the warranty online.
Notable Comments: Customer mentioned the fridge was purchased online and delivered recently, indicating urgency in completing the warranty registration.

[AI Summary]

Contact Reason: Customer is calling to register the warranty for a fridge freezer but is unable to complete the process online due to issues with the website.
Customer Request: Customer seeks assistance in registering the warranty and confirmation of the registration process.
Agent Solution: Agent guided the customer through the registration process, collecting necessary information such as name, mobile number, email address, postal code, serial number, and model number. After verifying the details, the agent confirmed that the warranty registration was completed and informed the customer that the certification would be sent via email within 10 to 14 weeks.
Resolution Acceptance: Yes. The customer accepted the solution and understood that the certification would be emailed to them.
Customer Pain Point: Customer expressed frustration with the online registration process and difficulty in locating the serial number due to its small print.
Notable Comments: Customer mentioned purchasing the fridge online and noted that the warranty registration was completed successfully. The customer inquired about the format of the certification communication, confirming it would be sent via email from LG.

[Request] DONE REGISTERING

CNU250812004330

Surname : JOHNSON

Mobile Number : 07790857119

Post Code : TS12 2HX

1st Line of Address : 15 Grasmere Crescent, SALTBURN-BY-THE-SEA, TS12 2HX, GB

Email Address :

Model # : F2Y509WBLN1.ABWQPUK

Serial # : 502PNCYCA539

DOP : 17/07/2025

Retailer : CUSTOM ELECTRONIC DESIGN LTD

[Customer Issues] HUGHES

[Consultation contents] [AI Summary]

Contact Reason: Customer is calling on behalf of a client, Mrs. Johnson, whose recently purchased LG unit is malfunctioning, specifically making noise and vibrating excessively.
Customer Request: The customer seeks assistance in returning the faulty unit to LG, as they cannot proceed without an uplift number or paperwork from LG.
Agent Solution: The agent explained that since the unit is still within the return period, the customer should coordinate directly with LG's returns department. The agent provided the returns email address for further assistance and clarified that no uplift number could be issued without a repair being initiated.
Resolution Acceptance: Yes. The customer accepted the solution to contact LG returns directly for the replacement process.
Customer Pain Point: The customer expressed frustration over the inability to return the unit without proper documentation and the inconvenience caused by the malfunctioning product.
Notable Comments: The customer mentioned that the unit had been used several times before the issue arose and that previous attempts to fix the vibration problem were unsuccessful.

[Request] DONE

Surname : KONG

Mobile Number : 07881938334 / 07584364007

Post Code : SS16 6TE

1st Line of Address : 4 Holly Bank, BASILDON, SS16 6TE, GB

Email Address :

Model # :

Serial # :

DOP :

Retailer :

[Customer Issues] COOLING ISSUE IN FRIDGE

[Consultation contents] [Customer Issues]

[Consultation contents]

[Request]

[AI Summary]

Contact Reason: Customer is experiencing inadequate cooling in their refrigerator, which is still under a 10-year warranty for the compressor. They were referred to an LG service center but were informed that they do not handle compressor issues.
Customer Request: Customer seeks assistance in coordinating a repair for the compressor and clarification on warranty coverage for associated costs.
Agent Solution: Agent explained that since the refrigerator is nine years old, they cannot book a repair directly. The agent provided the customer with a contact number for an authorized service center and clarified that the customer would need to pay for the call-out and labor, but LG would reimburse the cost of the compressor under warranty, provided proof of purchase is submitted.
Resolution Acceptance: No. The customer expressed dissatisfaction with the need to pay for call-out and labor costs despite having a warranty on the compressor, feeling it was unfair and burdensome.
Customer Pain Point: Customer is frustrated by the high costs associated with the compressor replacement, including call-out fees and labor, which they feel undermines the value of the warranty.
Notable Comments: Customer indicated they might consider purchasing a new refrigerator instead of proceeding with the costly repair, expressing disappointment in the warranty terms and the overall service experience.

[Request]

Surname : IRVINE

Mobile Number : 07988630707 / 07980573819

Post Code : BA2 3NW

1st Line of Address : 1 First Avenue, BATH, SOMERSET, BA2 3NW, GB

Email Address : gnairvine@gmail.com

Model # : GSXV90BSAE.ABSQLGU

Serial # : 111TRJL33636

DOP : 26/03/2022

Retailer : CURRYS

[Customer Issues] FRIDGE REPLACEMENT

[Consultation contents] [AI Summary]

Contact Reason: Customer is calling about a fridge freezer that needs to be replaced and has been out of service for two weeks. The product is under warranty.
Customer Request: Customer seeks a replacement for the fridge freezer and wants to avoid being put on hold or transferred unnecessarily.
Agent Solution: Agent confirmed that the replacement has already been approved and offered to transfer the customer to the resolutions team for further explanation and updates regarding the replacement process.
Resolution Acceptance: Yes. The customer accepted the transfer to the resolutions team to get more information about the replacement.
Customer Pain Point: Customer expressed frustration over the prolonged lack of a functioning fridge and the inconvenience of having to repeatedly call for updates.
Notable Comments: Customer mentioned previous calls and expressed a desire to avoid being placed on hold again, indicating a sense of urgency regarding the replacement.

[Request] DONE SIMPLE DOCU AND TRANSFERRED TO RESO

Surname : BIBAH

Mobile Number :

Post Code :

1st Line of Address :

Email Address :

Model # :

Serial # :

DOP :

Retailer :

[Customer Issues] WASHER LAST WEEK THURSDAY

[Consultation contents] [AI Summary]

Contact Reason: Customer is experiencing an issue with their washing machine, which is not spinning at all. The customer also mentioned that a previously provided link for assistance is now invalid.
Customer Request: The customer seeks assistance in resolving the washing machine issue and requests a new link to send a video demonstrating the problem.
Agent Solution: The agent confirmed the issue of the washing machine not spinning and informed the customer that the video should be 10 to 15 seconds long for validation. The agent agreed to create a new case and send a new link for the customer to upload the video for technical review.
Resolution Acceptance: Yes. The customer accepted the agent's proposal to create a new case and send a new link for video submission.
Customer Pain Point: The customer expressed frustration over the invalid link provided earlier and the inconvenience caused by the washing machine malfunction, which has disrupted their laundry routine.
Notable Comments: The customer mentioned that their son recorded the video, but they were unsure of its length. The agent clarified the video length requirement to ensure proper submission for technical evaluation.

[AI Summary]

Contact Reason: Customer is experiencing an issue with their washing machine, which is not spinning at all since last week. The customer also mentioned that a previous link provided for video submission is now invalid.
Customer Request: Customer seeks assistance in resolving the washing machine issue, potentially through a repair or replacement, as they were advised by the retailer to contact LG for help.
Agent Solution: The agent confirmed the unit is still under warranty and explained that the customer can return the washing machine to the retailer for a replacement since it is within the one-month return period. The agent also offered to create a new case for the video submission to further assist with the issue.
Resolution Acceptance: Yes. The customer accepted the agent's guidance to return the unit to the retailer for a replacement without needing a repair from LG.
Customer Pain Point: Customer expressed frustration over the washing machine malfunctioning shortly after purchase, which has disrupted their laundry routine and caused inconvenience, especially with children’s clothes needing frequent washing.
Notable Comments: Customer mentioned reliance on the washing machine for daily laundry due to having children and indicated that the situation has made their life more difficult. They plan to visit the retailer to discuss the replacement.

[Request] DOCU

CNU250812998750

Surname : PERERA

Mobile Number : 07543108092

Post Code : RG6 1HD

1st Line of Address :

Email Address : thusitha.perera@rocketmail.com

Model # : DB365TXS.AASQEUK

Serial # : 406KWJU3E316

DOP :

Retailer : LG ELECTRONICS

[Customer Issues] DISHWASHER 6MONTHS OF TABLET SUPPLE E COVER BRAND FOR DISHWASHER ring back at 11 am

[Consultation contents] [AI Summary]

Contact Reason: Customer is calling regarding a promotion for a six-month supply of dishwasher tablets that was supposed to accompany their recent purchase of an LG dishwasher, which they have not yet received.
Customer Request: Customer seeks assistance in resolving the issue of the missing dishwasher tablet supply and wants to confirm the status of the promotion.
Agent Solution: Agent verified the customer's account and requested additional information, including the model and serial number of the dishwasher. The agent documented the issue and indicated they would escalate the matter to the repair department for further investigation regarding the missing tablets.
Resolution Acceptance: No. The customer did not accept a resolution as the issue remains unresolved and requires further follow-up from the agent.
Customer Pain Point: Customer expressed frustration over not receiving the promised dishwasher tablets, despite having contacted the company previously about the issue without receiving a response.
Notable Comments: Customer mentioned that their wife had previously emailed LG regarding the missing tablets but had not received any acknowledgment or follow-up, indicating a lack of communication from the company.

[AI Summary]

Contact Reason: Customer is calling regarding a promotion for a six-month supply of dishwasher tablets that was supposed to accompany their recent purchase of an LG dishwasher, which they have not yet received.
Customer Request: Customer seeks assistance in resolving the issue of the missing dishwasher tablet supply and wants to confirm the status of the promotion.
Agent Solution: Agent verified the customer's account and requested additional information, including the model and serial number of the dishwasher. The agent documented the issue and indicated they would escalate the matter to the repair department for further investigation regarding the missing tablets.
Resolution Acceptance: No. The customer did not accept a resolution as the issue remains unresolved and requires further follow-up from the agent.
Customer Pain Point: Customer expressed frustration over not receiving the promised dishwasher tablets, despite having contacted the company previously about the issue without receiving a response.
Notable Comments: Customer mentioned that their wife had previously emailed LG regarding the missing tablets but had not received any acknowledgment or follow-up, indicating a lack of communication from the company.

[AI Summary]

Contact Reason: Customer is calling regarding a promotion for a six-month supply of dishwasher tablets that was supposed to accompany their recent dishwasher purchase, which they have not received.
Customer Request: Customer seeks assistance in resolving the issue of the missing dishwasher tablets and wants to know how to obtain them.
Agent Solution: Agent verified the customer's account details and confirmed the promotion. The agent documented the issue and informed the customer that they would need to transfer the call to the LG help department for further assistance. The customer was advised to provide the order number and purchase date for resolution.
Resolution Acceptance: No. The customer did not accept a resolution as they need to gather additional information (order number and purchase date) before proceeding.
Customer Pain Point: Customer expressed frustration over not receiving the promised dishwasher tablets and the inconvenience caused by the lack of communication regarding the issue.
Notable Comments: Customer mentioned that their wife had previously emailed LG about the issue but had not received a response. The customer requested a follow-up call the next morning to continue the inquiry once they have the necessary information.

[Request] DONE NAKISUYO KAY ATE GLADYS

CNU250812999226

Surname : EMBOLTORIO

Mobile Number : 07912159395

Post Code : RM1 1JL

1st Line of Address : 55C High Street, ROMFORD, RM1 1JL, GB

Email Address : zenthia27@yahoo.co.uk

Model # : F4V309SNE.ASSQWUK

Serial # : 208PWSDKK030

DOP : 03/11/2022

Retailer : CURRYS

[Customer Issues] WASHER

2 weeks is enough and customer doesn't want to wait any longer if they can replace the unit of whatever they can do for the customer have a washer again.

[Consultation contents] [AI Summary]

Contact Reason: Customer is calling to follow up on the status of a repair for their washing machine, which has been out of service for two weeks and has not received any updates from the engineers.
Customer Request: Customer is seeking a resolution to the ongoing issue, expressing frustration and requesting either a replacement or expedited service, as they cannot wait any longer for updates.
Agent Solution: Agent coordinated with the repair department to check on the status of the engineer's visit and requested assistance for an update. The agent informed the customer that they would receive an update within two to three days, but the customer expressed dissatisfaction with this timeline.
Resolution Acceptance: No. The customer did not accept the proposed solution, insisting that they cannot wait any longer and need immediate action.
Customer Pain Point: Customer is frustrated by the prolonged lack of service and the inconvenience of not having a washing machine for two weeks, which affects their ability to wash clothes, including work uniforms.
Notable Comments: Customer emphasized their urgency by stating they cannot continue to wash clothes by hand and requested that the agent communicate their need for a replacement or quicker resolution to the repair team.

[AI Summary]

Contact Reason: Customer is calling to follow up on the status of a repair for their washing machine, which has been out of service for two weeks without any updates from the engineering team.
Customer Request: Customer seeks a definitive update on the repair status or a replacement for the washing machine, expressing frustration over the prolonged wait.
Agent Solution: Agent coordinated with the repair department to request an update from the engineer regarding the last service visit. The agent informed the customer that they would receive an update within two to three days and documented the customer's request for urgency in the case.
Resolution Acceptance: No. The customer did not accept the proposed solution, expressing dissatisfaction with the ongoing delays and lack of concrete information.
Customer Pain Point: Customer is frustrated by the lack of communication and the inconvenience of not having a functioning washing machine for two weeks, which disrupts their ability to wash clothes.
Notable Comments: Customer mentioned the urgency of needing the washing machine for work uniforms and expressed doubt about receiving timely updates, indicating a lack of trust in the repair process.

[Request] DONE

RNU250812018101

Surname : CHIDODO

Mobile Number : 07851697908

Post Code : B77 2QN

1st Line of Address : 11 Lindisfarne Glascote, TAMWORTH, WARWICKSHIRE, B77 2QN, GB

Email Address : mcallanchiz@gmail.com

Model # : F4J6VY2W.ABWQPUK

Serial # : 901PNBM55101

DOP : 25/01/2020

Retailer : ARGOS DIRECT

[Customer Issues] 04/08 [JAM] - Closing now this case as haven't received any updates from the customer.

Note: If customer will ring on monday please assist, use this case and create an RNU Before payment before transferring it to payment department.

Price: £175.00 Customer advised about Parking Permits: Yes Telepresence: No Pay ID: [PAYMENT_TEAM_ADD_PAY_ID_HERE] Fault: Turns On, Will not Run Troubleshooting: Customer don't want to have the troubleshooting steps as they already look for a local engineer to inspect the unit and they said that it is broken. Repair Process: 0800 EMAIL: mcallanchiz@gmail.com Primary Contact Number: 07851697908 Second Contact Number: Smart Diagnosis Run: SDS No Smart Diagnosis Result: Additional Notes: Customer is available at 29/07/2025 in the afternoon. No parking permit needed. POP received on 26-JUL-25

Technician says that there's something about the drum because it is shaking when turned by hand and it needs to be replaced. Unit is properly leveled. No error codes. Issue persists.

[Consultation contents] [AI Summary]

Contact Reason: Customer is calling to request a repair for their washing machine, which powers on but does not run or fill with water. The customer previously uploaded a video demonstrating the issue.
Customer Request: Customer seeks to schedule a repair appointment and clarification on warranty coverage for the washing machine, which they believe may be out of warranty.
Agent Solution: Agent confirmed the washing machine is not under warranty and scheduled a repair service for a fee of £175, which includes parts and labor. The agent explained the reimbursement process for parts if the unit is deemed unrepairable after technician assessment.
Resolution Acceptance: Yes. The customer accepted the scheduled repair and agreed to the associated costs.
Customer Pain Point: Customer expressed frustration over the washing machine's malfunction and concerns about potentially losing money if the unit is deemed unrepairable after the technician's visit.
Notable Comments: Customer mentioned previous technician visits and assessments indicating that the drum may need replacement. They also inquired about alternative resolutions if the machine is unrepairable, such as refunds or replacements.

[AI Summary]

Contact Reason: Customer is calling to request a repair for their washing machine, which powers on but does not run or spin, and previously exhibited a lot of noise during operation.
Customer Request: Customer seeks to schedule a repair appointment for the washing machine.
Agent Solution: Agent confirmed the issue and proceeded to schedule a repair service. The agent verified the customer's details and noted the machine's symptoms, ensuring the repair request was documented correctly.
Resolution Acceptance: Yes. The customer accepted the proposed repair service and confirmed their willingness to proceed.
Customer Pain Point: Customer expressed frustration with the washing machine's failure to operate properly, especially since it was previously noisy and is now completely non-functional.
Notable Comments: Customer mentioned having uploaded a video of the issue on the website and noted that they had previously missed a call from customer service regarding this matter.

[Request] DONE CANCELING THE REPAIR

CNU250812000572

Surname : WATSON

Mobile Number : 07957436628

Post Code : EX5 7GA

1st Line of Address :

Email Address : carolinewatson16@outlook.com

Model # : F2C509GBTN1.AMBQWUK

Serial # : 401PWCMKB771

DOP : 04/05/2024

Retailer : CURRYS

[Customer Issues] WASHER APRIL 2024 LEAKING FROM DOOR 3 WEEKS AGO

Checked the gasket no any foreign objects that might cause the leakage. Gasket doesn't have visible damage or tear. Cleaned the gasket every after wash. Cleaned the filter. Unit is properly leveled. Issue persists.

No parkin permit needed.

[Consultation contents] [AI Summary]

Contact Reason: Customer is calling about a leaking LG washing machine, specifically from the door during the spin cycle, which has been occurring intermittently for about three weeks and is now more consistent.
Customer Request: Customer is seeking assistance to schedule a repair service to fix the leaking issue.
Agent Solution: The agent created a customer account for the caller and gathered necessary information, including the serial number and purchase details. The agent inquired about potential causes of the leak, such as foreign objects in the gasket and the condition of the gasket itself. The agent suggested cleaning the filter, which the customer had not done, and requested a short video of the issue for further assessment.
Resolution Acceptance: No. The customer did not accept a solution yet as the agent is still in the process of diagnosing the issue and has not yet scheduled a repair.
Customer Pain Point: Customer expressed frustration with the ongoing leak and the inconvenience it has caused, particularly since the machine is relatively new and under warranty.
Notable Comments: Customer mentioned that they clean the gasket after every wash but have not cleaned the filter, which may contribute to the issue. The customer also noted that they do not have the exact purchase date but estimated it to be around May 2023.

[AI Summary]

Contact Reason: Customer is calling about a leaking LG washing machine, specifically from the door area, which has been occurring intermittently for about three weeks and is now more consistent.
Customer Request: Customer seeks assistance in scheduling a repair service to fix the leaking issue.
Agent Solution: Agent created a customer account for further assistance and requested the serial number of the washing machine. The agent asked the customer to provide a short video of the empty washing machine during a wash cycle and a photo of the gasket to send to technical experts for approval of the repair.
Resolution Acceptance: Yes. The customer accepted the request to provide the video and photo for the repair process.
Customer Pain Point: Customer expressed frustration with the ongoing leak and the inconvenience it has caused, especially since the machine is relatively new.
Notable Comments: Customer mentioned that they clean the gasket regularly but have not cleaned the filter, which may contribute to the issue. The customer also noted their busy lifestyle, which makes it challenging to keep up with feedback requests.

[Request] DONE SENDING SMS

RNU250812018798

Surname : MULLEN

Mobile Number : 07989783051

Post Code : TS17 8FZ

1st Line of Address : 82 Thorntree Road, STOCKTON-ON-TEES, TS17 8FZ, GB

Email Address : mullenbernadette8@gmail.com

Model # : F4C510WBTN1.ABWQPUK

Serial # : 401PNHN4R409

DOP : 28/03/2024

Retailer : CURRYS

[Customer Issues]

Parking permit needed.

[Consultation contents] [AI Summary]

Contact Reason: Customer is experiencing a water leak from the door of their LG washing machine, which is approximately 12 months old. The leak has been ongoing, and water accumulates underneath the machine after a wash cycle.
Customer Request: Customer is seeking a service appointment for an engineer to inspect and repair the washing machine due to the persistent leak.
Agent Solution: Agent confirmed the customer's details and inquired about troubleshooting steps already taken, such as checking the gasket and ensuring the drain is functioning properly. The agent scheduled a service appointment for the earliest available date, ensuring the customer was informed about the need for a parking permit at their residence.
Resolution Acceptance: Yes. The customer accepted the scheduled service appointment and provided necessary details for access.
Customer Pain Point: Customer expressed frustration over the ongoing leak and inconvenience caused, especially since they have relied on LG products for 16 years without issues. They are concerned about potential damage to new flooring.
Notable Comments: Customer mentioned their long-standing loyalty to LG products and noted that this is the first fault they have encountered with this model. They also highlighted the importance of timely service due to their upcoming travel plans.

[AI Summary]

Contact Reason: Customer is calling about a leaking washing machine purchased 12 months ago, specifically noting water dripping from the door seal after use.
Customer Request: Customer seeks an urgent repair appointment due to the leak, as they are concerned about potential damage to new flooring and are going on holiday soon.
Agent Solution: Agent gathered necessary information, including the model and serial number of the washing machine. The agent scheduled a repair service and informed the customer that an engineer would contact them within two business days to confirm the appointment.
Resolution Acceptance: Yes. The customer accepted the proposed solution and expressed hope for a timely response from the engineer.
Customer Pain Point: Customer is frustrated about the leaking issue, which has been ongoing and is causing stress due to potential damage to their new flooring. They are also anxious about the timing of the repair before their holiday.
Notable Comments: Customer mentioned having a long history with LG products without issues and expressed concern about the quality of service from other companies. They emphasized the urgency of the situation due to their upcoming trip and the risk of further damage to their home.

[Request] DONE BOOKING

CNU250811992358

Surname : CASWELL

Mobile Number : 07498321261 / 07498321261

Post Code : ME5 9BQ

1st Line of Address : 3 Norton Grove, Walderslade ME5 9BQ CHATHAM, ME5 9BQ, GB

Email Address : anthonycaswell77@gmail.com

Model # : F4V310SNEH.APTQWUK

Serial # : 306PWUPK1158

DOP : 16/08/2023

Retailer : CURRYS

[Customer Issues] CNU250811992358

[Consultation contents] Note: Drum making a noise whilst washing, loud noise when spinning, rubber on drum is black

[AI Summary]

Contact Reason: Customer is calling regarding a washing machine that is making a noise, possibly related to the drum or bearings, and is seeking assistance with the issue.
Customer Request: Customer is looking for troubleshooting help or a resolution for the noise issue with the washing machine.
Agent Solution: Agent attempted to verify the customer's account and case number. After confirming the details, the agent suggested that the customer provide a photo or video of the noise for further assessment by technical experts. The agent also offered to authorize the customer's wife to access the account for assistance.
Resolution Acceptance: Yes. The customer accepted the solution of providing a photo or video to help diagnose the issue.
Customer Pain Point: Customer expressed frustration over account access issues, as his wife was unable to assist due to account restrictions. He also mentioned the inconvenience of the washing machine malfunction.
Notable Comments: Customer indicated that he is currently away and unable to provide a photo or video of the noise immediately, which may delay the troubleshooting process.

[AI Summary]

Contact Reason: Customer is calling regarding a noise issue with their washing machine, which they suspect may be related to the bearings or drum.
Customer Request: Customer seeks a service appointment to address the noise issue, expressing frustration about having to provide additional information for validation.
Agent Solution: Agent requested a short video of the noise for validation purposes before scheduling a technician. The agent assured the customer that once the video is received, they would proceed with booking the repair and provide a reference number.
Resolution Acceptance: Yes. The customer accepted the need to send a video for validation and understood the process for scheduling the repair afterward.
Customer Pain Point: Customer is frustrated by the requirement to provide a video and feels it is inconvenient to do additional work for the service request, expressing dissatisfaction with the process.
Notable Comments: Customer mentioned they are currently away and unable to provide immediate evidence of the issue, indicating a desire for a more straightforward resolution without additional steps.

[Request] DONE SENDING SMS FOR DOCU UPLOAD

Surname :

Mobile Number : 07801166307

Post Code :

1st Line of Address :

Email Address :

Model # :

Serial # :

DOP :

Retailer :

[Customer Issues] Customer was asking for the steam part of her newly purchased washer and wants to register it

[Consultation contents] [AI Summary]

Contact Reason: Customer called to register a new 13-kilogram direct drive washing machine and inquired about the steam technology feature, which was not mentioned in the manual or on the machine itself.
Customer Request: Customer seeks assistance with registering the washing machine and confirmation on whether the machine includes steam technology.
Agent Solution: Agent guided the customer to locate the model and serial number inside the washing machine door, explaining that this information is necessary for registration. The agent also attempted to clarify the steam feature but could not provide specific details without the model number.
Resolution Acceptance: No. The customer could not proceed with registration or confirmation of the steam feature until they retrieved the model number from the machine.
Customer Pain Point: Customer expressed frustration over the difficulty in finding the model number and the lack of information regarding the steam feature in the manual, leading to uncertainty about the product.
Notable Comments: Customer mentioned they had been without a washing machine for a while and needed to use it immediately, indicating urgency in resolving the registration and feature inquiry.

[Request] DONE CUSTOMER WILL RING US BACK

CNU250812003362

Surname : HAWKER

Mobile Number : 01515591562 / 07967136680

Post Code : SY15 6DH

1st Line of Address : Oak Cottage Old Churchstoke MONTGOMERY, SY15 6DH, GB

Email Address :

Model # : C30GKB

Serial # : 5274230311E98C300KB

DOP :

Retailer :

[Customer Issues] HEAT PUMP Note: Customer will ring us to proceed with the repair please verify their product first since I'm talking to the retailer right now and their not sure with the unit. If customer will ring us please assists thank you and use this case.

[Consultation contents] [AI Summary]

Contact Reason: The customer is calling regarding a heat pump that is making a loud noise and requires assistance with troubleshooting or repair.
Customer Request: The customer is seeking to arrange a repair service for the heat pump due to the noise issue.
Agent Solution: The agent attempted to verify the customer's details and product information but faced challenges in obtaining the serial number. The agent advised that the customer needs to contact LG directly for further assistance and to proceed with the repair process.
Resolution Acceptance: No. The customer did not accept the proposed solution as they were unable to provide the necessary product information and were advised to have the customer call LG directly.
Customer Pain Point: The customer expressed frustration over the noise issue with the heat pump and the difficulty in providing the required product information for service.
Notable Comments: The customer mentioned that the heat pump was a replacement unit, which was only recently installed in September 2023. The agent noted the need for the customer to call back with the correct product details for further assistance.

[AI Summary]

Contact Reason: Customer is calling regarding a heat pump that is making a loud noise and requires assistance with the issue.
Customer Request: The customer is seeking to schedule a repair appointment for the heat pump.
Agent Solution: The agent confirmed the customer's details and noted that the heat pump is a replacement unit. The agent advised that the customer needs to call back directly to proceed with the repair, as they could not verify the product information during the call. A case reference number was created for future reference.
Resolution Acceptance: No. The customer did not accept the proposed solution as they were advised to have the actual customer call back for further assistance.
Customer Pain Point: The customer expressed frustration over the noise issue with the heat pump and the inconvenience of needing to have the actual customer contact support for resolution.
Notable Comments: The agent created a case number for tracking purposes and noted that the heat pump is a replacement unit, which may be relevant for future interactions.

[Request] DONE

CNU250812004211 RNU250812020400

Surname : BEGUM

Mobile Number : 07597203750

Post Code : BB1 9TQ

1st Line of Address :

Email Address : rushanara.begum@icloud.com

Model # : FCV309WNE.ABWQWUK

Serial # : 208PWLUL7096

DOP : 13/11/2022

Retailer : CURRYS

[Customer Issues]

No error code. After the repair the heating system of the unit is not working anymore. Water supply connected properly. Customer is using 60% temp on the wash

No parking permit needed.

[Consultation contents] [AI Summary]

Contact Reason: Customer is calling regarding a washing machine that was recently repaired but is no longer heating water, despite previously functioning correctly with hot water.
Customer Request: Customer seeks a resolution for the hot water issue, potentially requiring another repair appointment to address the malfunction.
Agent Solution: Agent coordinated with the repair department and confirmed that the washing machine is designed to heat water internally rather than using a hot water line. The agent suggested troubleshooting steps, including checking the water supply and filters, but acknowledged that the heating system appears to be malfunctioning.
Resolution Acceptance: No. The customer did not accept the proposed solution, expressing frustration that the previous repairs did not fully resolve the issue.
Customer Pain Point: Customer is frustrated with the repeated repairs and believes the service has been inadequate, as the washing machine is not functioning as it should after multiple visits.
Notable Comments: Customer emphasized reliance on hot water for laundry and expressed dissatisfaction with the service received, indicating that the repair team did not thoroughly check the machine.

[AI Summary]

Contact Reason: Customer is calling regarding a washing machine that is not heating water after multiple repair attempts. The machine was previously functioning correctly but has not worked since the last repair.
Customer Request: Customer seeks a resolution for the ongoing issue with the washing machine's hot water function and requests a follow-up repair appointment.
Agent Solution: Agent coordinated with the repair department and confirmed that the washing machine is designed to heat water internally. The agent scheduled a follow-up visit for a technician to assess the heating system and provided the customer with a reference number for the booking.
Resolution Acceptance: Yes. The customer accepted the proposed solution and is awaiting a callback from the technician to confirm the appointment details.
Customer Pain Point: Customer expressed frustration over the prolonged issue, having waited over three weeks for a resolution, and mentioned the financial burden of using a laundromat due to the malfunctioning machine.
Notable Comments: Customer highlighted the inconvenience caused by the washing machine's failure, especially for a large family, and emphasized dissatisfaction with the previous repair service's effectiveness.

[Request] DONE BOOKING

CNU250812004163

Surname : LETCHFORD

Mobile Number : 07725040639

Post Code : ME16 8NR

1st Line of Address : 36 Chamberlain Avenue, MAIDSTONE, ME16 8NR, GB

Email Address : zoe_36@hotmail.co.uk

Model # : F4C510GBTN1.AMBQPUK

Serial # :

DOP :

Retailer :

[Customer Issues] NOT SPINNING AND NBO DRAINING OE ERROR

[Consultation contents] [AI Summary]

Contact Reason: The customer is calling because their washing machine is not draining water and is not spinning, displaying an OE error code. The issue started after attempting to wash clothes over the weekend.
Customer Request: The customer seeks assistance with troubleshooting the issue and potentially scheduling a repair, as they are unable to open the door of the washing machine due to water being trapped inside.
Agent Solution: The agent provided troubleshooting steps, including checking the filter for blockages and advised the customer to manually drain the water to unlock the door. The agent emphasized the need for the serial number to proceed with scheduling a repair, but the customer was unable to provide it due to the locked door.
Resolution Acceptance: No. The customer did not accept the proposed solution as they were frustrated with the inability to access the washing machine and expressed dissatisfaction with the product's performance within a year of purchase.
Customer Pain Point: The customer is frustrated with the washing machine malfunctioning so soon after purchase and is unhappy about the inconvenience caused by not being able to use it, especially since they rely on it frequently.
Notable Comments: The customer mentioned they had purchased the washing machine believing LG was a reputable brand and expressed disappointment with the product's reliability. They also indicated they might return to the retailer for a replacement if the issue is not resolved.

[AI Summary]

Contact Reason: Customer's washing machine is not draining water and not spinning, displaying an OE error code. The issue started over the weekend and has persisted despite attempts to run a rinse and spin cycle.
Customer Request: Customer seeks immediate assistance to resolve the washing machine issue, ideally through a repair appointment, as the machine is less than a year old.
Agent Solution: Agent advised the customer to manually drain the washing machine using a small hose located beside the filter to unlock the door. The agent emphasized the need for the serial number to proceed with scheduling a repair, which the customer was unable to provide due to the locked door.
Resolution Acceptance: No. The customer expressed frustration over the need to drain the machine manually and was dissatisfied with the requirement to provide the serial number before scheduling a repair.
Customer Pain Point: Customer is upset about the washing machine malfunctioning within a year of purchase and is frustrated by the inconvenience of needing to manually drain the machine to access the serial number.
Notable Comments: Customer mentioned dissatisfaction with LG's product quality and expressed a desire for a replacement if the issue cannot be resolved quickly. The customer also indicated potential damage to their wooden floor due to water leakage from the machine.

[Request] DONE

CNU250812004019 RNU250812020336

Surname : SIM

Mobile Number : 07734703362

Post Code : ML2 7RD

1st Line of Address : 80 Laurel Drive, WISHAW, ML2 7RD, GB

Email Address : dsim26@ymail.com

Model # : F4V910BTSE.ABLQPUK

Serial # : 011PNWK06361

DOP : 26/05/2021

Retailer : CURRYS

[Customer Issues] P2021-05-26011PNWK06361

No error codes. Checked the inlet and outlet pipes doesn't have any visible damage or tear. Unit is properly leveled. Cleaned the filter. No blockage to the drain hose. Issue persists.

No parking permit needed.

[Consultation contents] [AI Summary]

Contact Reason: Customer is calling regarding a leaking washing machine, specifically water leaking from underneath the unit during operation.
Customer Request: Customer seeks assistance with troubleshooting the leak and requests a repair appointment if the issue cannot be resolved over the phone.
Agent Solution: Agent verified the customer's account and serial number, confirmed the issue of water leakage, and guided the customer to provide a short video of the leak. The agent created a new case for the repair and scheduled a technician visit, assuring the customer that they would receive a reference number via SMS.
Resolution Acceptance: Yes. The customer accepted the scheduled repair and was informed about the technician's follow-up within two business days.
Customer Pain Point: Customer expressed frustration over the inconvenience caused by the leaking washing machine and the need for immediate assistance to resolve the issue.
Notable Comments: Customer mentioned that the washing machine was purchased from a specific retailer and confirmed that there were no visible damages to the unit or its hoses. The customer also noted that the unit is properly leveled and has no error codes.

[AI Summary]

Contact Reason: Customer is calling regarding a leaking washing machine, specifically seeking assistance after being advised to document the issue with a short video or photo.
Customer Request: Customer is looking for troubleshooting guidance and potentially a service appointment to address the water leakage issue.
Agent Solution: Agent attempted to verify the customer's account and serial number but encountered incomplete information. The agent requested a short video of the leak for documentation and offered to create a new case to assist further. The agent also inquired about the duration of the video to ensure it could be attached to the case.
Resolution Acceptance: No. The customer did not accept a resolution as the agent was still in the process of gathering information and creating a case.
Customer Pain Point: Customer expressed frustration over the inconvenience caused by the leaking washing machine and the difficulty in providing the required video documentation.
Notable Comments: Customer mentioned previous communication with another representative and the need for a follow-up on the issue. The customer is unsure how to edit the video to meet the submission requirements. POP received on 12-AUG-25 POP received on 12-AUG-25

[Request] DONE BOOKING AND SMS