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22/07 CALLS

CNU250722796482

Surname : RAJENDRAN

Mobile Number : 07442857536

Post Code : HP17 8FG

1st Line of Address : 4 SLINGSBY END, HADDENHAM, AYLESBURY, HP17 8FG, GB

Email Address : chan.raj10@gmail.com

Model # : GSXV91MCAE.AMCQLGU

Serial # : 207TRKH1S101

DOP : 22/09/2022

Retailer : LG ELECTRONICS

[Customer Issues] FRIDGE

[Consultation contents] Note: Customer ring us back to get the update for the repair since it's been 3 days and he still not getting an update from the engineer. Agent provided pacifica number for him to get directly the update from the engineer and agent also request to send an email to asc from the repair department for them to ring the customer as soon as possible.

[AI Summary]

  1. Contact Reason: Customer is calling regarding a broken LG American fridge freezer and has previously paid for a service appointment but has not received any follow-up or service since booking.

  2. Customer Request: Customer seeks immediate assistance in scheduling a service appointment and wants to know why there has been no communication from the service department.

  3. Agent Solution: Agent verified the customer's details and checked the account. The agent informed the customer that the engineer would contact them within two business days, which was the current day. The agent also offered to provide the customer with the service center's contact number and a reference number for their service request.

  4. Resolution Acceptance: No. The customer expressed frustration over the lack of communication and service, indicating dissatisfaction with the response and the process.

  5. Customer Pain Point: Customer is frustrated with the delay in service and the lack of communication from LG, feeling that they are being ignored after having paid for the service.

  6. Notable Comments: Customer mentioned feeling misled by LG's service promises and expressed regret over purchasing the fridge directly from LG due to poor customer service experiences.

[Request] DONE

CNU250722796978

Surname : TOOGOOD

Mobile Number : 07970406884

Post Code : DH5 9JB

1st Line of Address :

Email Address : martine.toogood44@googlemail.com

Model # : GSVV80PYLL.APYQLGU

Serial # : 308TRTX3D937

DOP :

Retailer : COSTCO

[Customer Issues] FRIDGE LOUD BUZZING NOISE ON AND OFF

Plumed in

No parking permit needed.

[Consultation contents] [AI Summary]

  1. Contact Reason: Customer is calling about a loud buzzing noise from their freezer that occurs when it kicks in to freeze. The noise stops when pressure is applied to the appliance.

  2. Customer Request: Customer requests a technician to inspect the freezer due to the persistent noise issue.

  3. Agent Solution: Agent created an account for the customer and gathered necessary information, including the serial number and purchase details. The agent informed the customer that technical experts require a short video of the noise for validation and offered to send a link for submitting the video and proof of purchase.

  4. Resolution Acceptance: Yes. The customer accepted the solution and agreed to provide the requested video and receipt.

  5. Customer Pain Point: Customer expressed frustration over the ongoing noise issue, which has been present since the purchase, and the inconvenience of needing to document the problem.

  6. Notable Comments: Customer mentioned purchasing the freezer from Costco earlier this year but does not have the receipt readily available. They are willing to retrieve it if necessary.

[Request] ONCE RECEIVE THE SHORT VIDEO AND POP WILL BOOK THE UNIT FOR THE REPAIR

CNU250722797672

Surname : MCENANEY

Mobile Number : 0863705537

Post Code : A81 TX85

1st Line of Address : FIELD HOUSE, ROCKDANIEL ROAD, CARRICKMACROSS, CO. MONAGHAN, A81 TX85, IE

Email Address : laurenduffy.99@outlook.com

Model # : GSXV90MCAE.AMCQLGU

Serial # : 112TRGQ07615

DOP : APRIL 2022

Retailer : HARVEY NORMAN SWORDS (WAREHOUSE)

[Customer Issues] FRIDGE HARVY NORMAN 3YRS APRIL 2022 FREEZER FAN E FF

Defrost the unit. Unplugged and plug in.

[Consultation contents] [AI Summary]

  1. Contact Reason: Customer is calling regarding a repair for an LG fridge purchased three years ago, which is now out of warranty. The fridge is displaying an error related to the freezer fan and is not cooling properly.

  2. Customer Request: Customer seeks assistance in arranging a repair service through an external partner since the fridge is out of warranty.

  3. Agent Solution: Agent created an account for the customer and gathered necessary information, including the serial number and purchase details. The agent verified the issue and provided contact information for an authorized service center in Ireland, where the customer can arrange for repairs.

  4. Resolution Acceptance: Yes. The customer accepted the solution and expressed gratitude for the provided contact information.

  5. Customer Pain Point: Customer is frustrated with the malfunctioning fridge, which has disrupted their food storage and caused inconvenience since it is out of warranty.

  6. Notable Comments: Customer mentioned this was their first time calling LG customer service and requested clear instructions on how to contact the service center for repairs.

[AI Summary]

  1. Contact Reason: Customer is calling regarding a repair for an LG fridge purchased three years ago, which is now out of warranty. The fridge is displaying an error related to the freezer fan and is not cooling properly.

  2. Customer Request: Customer seeks assistance in arranging a repair service through an external partner since the fridge is out of warranty.

  3. Agent Solution: Agent created an account for the customer and gathered necessary information, including the serial number and purchase details. The agent verified the issue and provided contact information for an authorized service center in Ireland, where the customer can arrange for repairs.

  4. Resolution Acceptance: Yes. The customer accepted the solution and expressed gratitude for the provided contact information.

  5. Customer Pain Point: Customer is frustrated with the malfunctioning fridge, which has disrupted their food storage and caused inconvenience since it is out of warranty.

  6. Notable Comments: Customer mentioned this was their first time calling LG customer service and requested clear instructions on how to contact the service center for repairs.

[Request] DONE

CNU250722797867

Surname : EATWELL

Mobile Number : 07341811347

Post Code : SO50 5QX

1st Line of Address : 158 Southampton Road, EASTLEIGH, SO50 5QX, GB

Email Address : eatwell182@hotmail.com

Model # : FH4U2VCN2.ABWQEUK

Serial # : 704PNYU3V106

DOP : 15/07/2017

Retailer :

[Customer Issues] WASHER

[Consultation contents] [AI Summary]

  1. Contact Reason: Customer is calling regarding a fault with their LG washing machine and is seeking information about the purchase date, specifically the month it was bought, as they need it for warranty purposes.

  2. Customer Request: Customer requests confirmation of the exact purchase date of the washing machine, which they believe was bought in July 2017, to assist with warranty claims.

  3. Agent Solution: Agent verified the purchase date in the system and confirmed that the washing machine was purchased on July 15, 2017. The agent provided this information to the customer for their records.

  4. Resolution Acceptance: Yes. The customer accepted the provided purchase date and expressed gratitude for the assistance.

  5. Customer Pain Point: Customer expressed frustration about not being able to reach the UK customer service and having to call the Philippines instead, which complicated their inquiry.

  6. Notable Comments: Customer mentioned owning multiple properties and having purchased two washing machines, indicating a significant investment in LG products. They also noted the difficulty in retrieving old receipts for warranty verification.

[Request] DONE

Surname : LAFFEN

Mobile Number : 07818696616

Post Code : NN4 8JQ

1st Line of Address : 11 Hunsbury Hill Avenue, NORTHAMPTON, NN4 8JQ, GB

Email Address : rishabh_laffen@hotmail.co.uk

Model # : OLED65C46LA.AEK

Serial # : 501MAUAMBS34

DOP : 12/02/2025

Retailer : LG ELECTRONICS

[Customer Issues] TV

[Consultation contents] [AI Summary]

  1. Contact Reason: Customer is calling about a faulty television and has not received an email regarding a scheduled repair visit after a previous call made a week ago.

  2. Customer Request: Customer seeks confirmation of the repair appointment and an update on the status of the repair service.

  3. Agent Solution: Agent identified that the customer was in the wrong department for television issues and offered to transfer the call to the appropriate department that handles television repairs. The agent assured the customer that they would be assisted further once transferred.

  4. Resolution Acceptance: Yes. The customer agreed to be transferred to the correct department for assistance with their television repair.

  5. Customer Pain Point: Customer is frustrated by the lack of communication regarding the repair appointment and the delay in receiving an email confirmation.

  6. Notable Comments: Customer previously called about the issue and is awaiting a follow-up, indicating a need for timely updates on service requests.

[Request] DONE TRANSFERRED TO HE DEPARTMENT

CNU250722798321

Surname : HARRIGAN

Mobile Number : 07722066327

Post Code : SS13 1JA

1st Line of Address : 61 Tyefields, Pitsea BASILDON, SS13 1JA, GB

Email Address : ph006h4831@gmail.com

Model # : GMX844MC6F.AMCQLGU

Serial # : 207TRHZ2N865

DOP : 20/02/2023

Retailer : CUSTOM ELECTRONIC DESIGN LTD

[Customer Issues] [AI Summary]

  1. Contact Reason: Customer is calling regarding a repair issue with their unit, specifically mentioning that the compressor is not pumping.

  2. Customer Request: The customer is seeking assistance for the repair of the unit and wants to understand the details of the last service visit.

  3. Agent Solution: The agent confirmed the issue with the compressor and stated that they would need to transfer the customer to the resolutions team for further assistance. The agent also documented the call before proceeding with the transfer.

  4. Resolution Acceptance: Yes. The customer accepted the transfer to the resolutions team for more detailed information regarding the repair.

  5. Customer Pain Point: Customer expressed frustration over the malfunctioning unit and the need for repair, indicating a desire for a swift resolution.

  6. Notable Comments: Customer provided their surname and postal code for account verification and expressed willingness to stay on the line during the transfer process.

[AI Summary]

  1. Contact Reason: Customer is calling regarding a repair issue with their unit, specifically mentioning that the compressor is not pumping.

  2. Customer Request: The customer is seeking assistance for the repair of the unit and wants to understand the details of the last service visit.

  3. Agent Solution: The agent confirmed the issue with the compressor and stated that they would need to transfer the customer to the resolutions team for further assistance. The agent also documented the call before proceeding with the transfer.

  4. Resolution Acceptance: Yes. The customer accepted the transfer to the resolutions team for more detailed information regarding the repair.

  5. Customer Pain Point: Customer expressed frustration over the malfunctioning unit and the need for repair, indicating a desire for a swift resolution.

  6. Notable Comments: Customer provided their surname and postal code for account verification and expressed willingness to stay on the line during the transfer process.

[AI Summary]

  1. Contact Reason: Customer is calling regarding a repair issue with their unit, specifically mentioning that the compressor is not pumping.

  2. Customer Request: The customer is seeking assistance for the repair of the unit and wants to understand the details of the last service visit.

  3. Agent Solution: The agent confirmed the issue with the compressor and stated that they would need to transfer the customer to the resolutions team for further assistance. The agent also documented the call before proceeding with the transfer.

  4. Resolution Acceptance: Yes. The customer accepted the transfer to the resolutions team for more detailed information regarding the repair.

  5. Customer Pain Point: Customer expressed frustration over the malfunctioning unit and the need for repair, indicating a desire for a swift resolution.

  6. Notable Comments: Customer provided their surname and postal code for account verification and expressed willingness to stay on the line during the transfer process.

[AI Summary]

  1. Contact Reason: Customer is calling regarding a repair issue with their unit, specifically mentioning that the compressor is not pumping.

  2. Customer Request: The customer is seeking assistance for the repair of the unit and wants to understand the details of the last service visit.

  3. Agent Solution: The agent confirmed the issue with the compressor and stated that they would need to transfer the customer to the resolutions team for further assistance. The agent also documented the call before proceeding with the transfer.

  4. Resolution Acceptance: Yes. The customer accepted the transfer to the resolutions team for more detailed information regarding the repair.

  5. Customer Pain Point: Customer expressed frustration over the malfunctioning unit and the need for repair, indicating a desire for a swift resolution.

  6. Notable Comments: Customer provided their surname and postal code for account verification and expr

[AI Summary]

  1. Contact Reason: Customer is calling regarding a repair issue with their unit, specifically mentioning that the compressor is not pumping.

  2. Customer Request: The customer is seeking assistance for the repair of the unit and wants to understand the details of the last service visit.

  3. Agent Solution: The agent confirmed the issue with the compressor and stated that they would need to transfer the customer to the resolutions team for further assistance. The agent documented the call and coordinated with support before the transfer.

  4. Resolution Acceptance: Yes. The customer accepted the transfer to the resolutions team for more detailed information regarding the repair.

  5. Customer Pain Point: Customer expressed frustration over the malfunctioning unit and the need for repair, indicating a desire for a swift resolution.

  6. Notable Comments: Customer provided their surname and postal code for account verification and expressed willingness to stay on the line during the transfer process.

[Consultation contents]

[Request] DONE

Surname : KHALID

Mobile Number : 07791036784

Post Code : UB7 0DN

1st Line of Address : 5 Sipson Way, WEST DRAYTON, UB7 0DN, GB

Email Address :

Model # :

Serial # :

DOP :

Retailer :

[Customer Issues] ORDER LG WASHER

[Consultation contents] [AI Summary]

  1. Contact Reason: Customer is calling to order an LG washing machine but is unable to log in to the website due to incorrect password errors and not receiving reset emails.

  2. Customer Request: Customer seeks assistance in placing an order for the washing machine over the phone and inquires about price matching.

  3. Agent Solution: Agent attempted to assist by checking the website for issues and confirmed there were problems accessing the washing machine page. The agent coordinated with the LG shop department but was informed they could not process the order due to privacy laws preventing access to the customer's private information.

  4. Resolution Acceptance: No. The customer did not accept the proposed solution as the agent could not facilitate the order due to privacy restrictions.

  5. Customer Pain Point: Customer expressed frustration with the website's functionality and the inability to place an order, which has caused inconvenience.

  6. Notable Comments: Customer mentioned ongoing issues with the website and requested assistance in resolving the login and ordering problems.

[Request] DONE NO NEED TO DOCU AND CUSTOMER HANG UP THE CALL

RNU250722054660

Surname : VINCENT

Mobile Number : 07866020452

Post Code : HD6 3NP

1st Line of Address : 79, Tofts Grove, BRIGHOUSE, HD6 3NP, GB

Email Address : andrewvincent1990@hotmail.co.uk

Model # : F4V310SNEH.APTQWUK

Serial # : 209PWVKKW055

DOP : 11/11/2022

Retailer : CURRYS

[Customer Issues] RUMBLE FAST VIBRATING NOISE

Noise issue TS: No items inside the washer. The hoses are realign and fix. Checked to see if the noise happens when turned by hand. The washer is in the right spacing. The flooring is suitable for the device. Cleaned the pump filter. Noise happens on empty cycle.

Extended warranty under this case no. CNU230127044026:P2022-11-11209PWVKKW055

No parking permit needed.

[Consultation contents] [AI Summary]

  1. Contact Reason: Customer is following up on a warranty claim regarding a washing machine that produces a loud vibrating noise during operation, which was documented in a video sent to the company.

  2. Customer Request: Customer seeks confirmation on the status of the warranty claim and wants to ensure that the issue is being addressed by technical experts.

  3. Agent Solution: Agent confirmed receipt of the video and coordinated with technical support for further assessment. The agent verified the customer's details, including address and serial number, and documented the issue for booking a service appointment.

  4. Resolution Acceptance: Yes. The customer accepted the proposed solution and provided necessary information for the service appointment.

  5. Customer Pain Point: Customer expressed frustration over the noise issue, describing it as disruptive and comparing it to a jackhammer, indicating a significant inconvenience.

  6. Notable Comments: Customer mentioned that they are currently working and have limited access to the washing machine, which complicates providing the serial number and other details.

[AI Summary]

  1. Contact Reason: Customer is following up on a warranty claim regarding a washing machine that produces a loud vibrating noise during operation, which was documented in a video sent to the company.

  2. Customer Request: Customer seeks confirmation of the warranty claim status and scheduling of a repair appointment for the washing machine.

  3. Agent Solution: Agent verified the customer's information and reviewed the video of the washing machine. After confirming the issue, the agent coordinated with technical support to book a repair appointment. The agent informed the customer that a technician would contact them within two business days to provide an update on the visit.

  4. Resolution Acceptance: Yes. The customer accepted the proposed solution and expressed gratitude for the assistance.

  5. Customer Pain Point: Customer is frustrated with the persistent noise issue, which disrupts their laundry routine, and is concerned about the reliability of the washing machine.

  6. Notable Comments: Customer mentioned that the washing machine is placed on a concrete floor and is stable, indicating that the noise is not due to improper installation. They also noted that the noise persists even when the machine is empty.

[Request] DONE BOOKING

CNU250722799369

Surname : ETTRICK

Mobile Number : 07765671317

Post Code : L20 3UQ

1st Line of Address : 18 Caspian Place, BOOTLE, L20 3UQ, GB

Email Address : ettrick75@google.com

Model # : FWY696GBLN1.AMBQPUK

Serial # : 404PNTF2D017

DOP : 30/04/2024

Retailer : CUSTOM ELECTRONIC DESIGN LTD

[Customer Issues] WASHER RUBBER RING IS COMING OFF Customer is disabled

[Consultation contents] [AI Summary]

  1. Contact Reason: Customer is calling about a LG washer dryer where the rubber gasket has come off, causing water to leak during operation. The customer believes this should be covered under warranty.

  2. Customer Request: Customer seeks clarification on warranty coverage for the gasket issue and requests a repair without incurring additional costs.

  3. Agent Solution: Agent explained that the rubber gasket is not covered under warranty as it is not considered a manufacturing defect. The agent offered a chargeable repair for £125, which includes labor costs since the unit is still under warranty. The agent also clarified that if the gasket is damaged again, the customer would need to pay for repairs.

  4. Resolution Acceptance: No. The customer did not accept the proposed solution, expressing dissatisfaction with the need to pay for a repair that they believe should be covered under warranty.

  5. Customer Pain Point: Customer is frustrated by the unexpected repair costs and feels that the gasket issue is a manufacturing fault. They are also upset about the inconvenience caused by the malfunction, especially as they are disabled and rely on the washer dryer.

  6. Notable Comments: Customer mentioned plans to file a complaint regarding the warranty coverage and expressed dissatisfaction with the service received. They indicated they would seek further assistance from higher management or consumer protection services.

[AI Summary]

  1. Contact Reason: Customer is calling about a LG washer dryer where the rubber gasket has come off, causing water to leak during operation. The customer believes this should be covered under warranty.

  2. Customer Request: Customer seeks clarification on warranty coverage for the gasket issue and requests a repair without incurring additional costs.

  3. Agent Solution: Agent explained that the gasket is not covered under warranty as it is not considered a manufacturing defect. The agent offered a chargeable repair for £125, which includes labor costs since the unit is still under warranty. The agent also mentioned that if the gasket is damaged again, the customer would need to pay for repairs.

  4. Resolution Acceptance: No. The customer did not accept the proposed solution, expressing frustration over having to pay for a repair that they believe should be covered under warranty.

  5. Customer Pain Point: Customer is frustrated with the warranty policy, feeling that the gasket issue is a manufacturing fault. They are also upset about the additional costs, especially given their disability and reliance on the washer dryer.

  6. Notable Comments: Customer mentioned they have already filed a complaint and are considering escalating the issue. They expressed dissatisfaction with the service and the warranty coverage, indicating they may seek further assistance from higher management.

[Request] DONE

CNU250722800601

Surname : DAY

Mobile Number : 07810022737

Post Code : TW12 1AJ

1st Line of Address : 49 Bishops Grove, HAMPTON, TW12 1AJ, GB

Email Address : joseph.day@live.co.uk

Model # :

Serial # : 112PNHN15937

DOP :

Retailer :

[Customer Issues] ff or pe and leaking from the undeneath P2022-01-08112PNHN15937

No parking permit needed.

No error codes. Inlet an outlet pipes doesn't have any visible damage or tear. Unit is properly leveled. Issue persists.

[Consultation contents] [AI Summary]

  1. Contact Reason: Customer is calling regarding a washing machine that intermittently shows error codes (FF and TE) and has developed a leak from underneath, which has been noticed recently.

  2. Customer Request: Customer seeks assistance in scheduling a repair appointment for the leaking issue and clarification on the error codes.

  3. Agent Solution: Agent confirmed the need for photos of the leakage to proceed with the repair booking. The agent documented the customer's information and explained that a technician would contact the customer within two business days to schedule the appointment. The agent also advised the customer to call back if they do not hear from the technician.

  4. Resolution Acceptance: Yes. The customer accepted the proposed solution and agreed to provide photos of the leakage for the repair process.

  5. Customer Pain Point: Customer expressed frustration over the recurring issues with the washing machine, particularly that a previous technician left the unit leaking after a prior service visit.

  6. Notable Comments: Customer mentioned that they had previously done a video call with another agent who observed the leak, but no photos were documented in the system. The customer is eager to resolve the issue quickly due to the inconvenience caused by the malfunction. [AI Summary]

  7. Contact Reason: Customer is calling regarding a washing machine that intermittently displays error codes (FF and TE) and has developed a leak from underneath, which has been noticed recently.

  8. Customer Request: Customer seeks assistance in resolving the leaking issue and potentially scheduling a repair appointment if the problem persists.

  9. Agent Solution: Agent requested the customer to provide photos of the leakage for documentation. The agent explained that the main issue is the leakage, and once the customer sends the photos, a repair appointment can be scheduled. The agent also verified the customer's warranty status and checked for any previous service records.

  10. Resolution Acceptance: No. The customer did not accept a solution yet as they need to capture the leakage on camera before proceeding with the repair booking.

  11. Customer Pain Point: Customer expressed frustration over the ongoing issues with the washing machine, particularly that a previous technician left the unit leaking after service, and the current situation is causing inconvenience.

  12. Notable Comments: Customer mentioned that they had previously done a video call with another agent who observed the leak, but no photos were documented in the system. The customer is willing to call back with photos once the machine starts leaking again.

[Request] DONE TAGGED TO WG TEMP

Surname :

Mobile Number : 02073546227

Post Code :

1st Line of Address :

Email Address :

Model # :

Serial # :

DOP :

Retailer :

[Customer Issues] WASHER

[Consultation contents] [AI Summary]

  1. Contact Reason: Customer, a managing agent, is calling to inquire about registering a new LG washing machine for a five-year warranty without creating a personal account, as they are managing the property on behalf of the landlord.

  2. Customer Request: Seeks guidance on how to register the warranty without needing to create a personal account, given the landlord's unavailability.

  3. Agent Solution: Agent explained that an account is necessary for warranty registration and suggested using the customer's work account. The agent also offered to have the landlord on the line to create an account and clarify ownership transfer of the warranty if needed.

  4. Resolution Acceptance: Yes. The customer accepted the agent's suggestion to use their work account for warranty registration.

  5. Customer Pain Point: Customer expressed frustration with the lengthy process of creating an account and concerns about the potential need for future changes if the landlord moves back in.

  6. Notable Comments: Customer mentioned the landlord is currently abroad, making it difficult for them to participate in the account creation process directly.

[Request] DONE NO NEED TO DOCU

CNU250722801859

Surname : PERINPARAJAH

Mobile Number : 07462137490

Post Code : LE4 6RB

1st Line of Address : 32 Gipsy Lane, LEICESTER, LE4 6RB, GB

Email Address : j.perinparajah@hotmail.com

Model # : F4C510WBTN1.ABWQWUK

Serial # : 505PWBAM1109

DOP : 10/07/2025 11/07/2025

Retailer : CURRYS

[Customer Issues] WASHER REGISTER JEE VARANI

[Consultation contents] [AI Summary]

  1. Contact Reason: Customer is calling to register a warranty for an LG TurboWash 363 washing machine, which they believe has a five-year warranty, contrary to the two years stated online.

  2. Customer Request: Customer seeks confirmation of the warranty duration and assistance with registering the washing machine.

  3. Agent Solution: Agent verified the model and serial number, checked for an existing account, and found none. The agent then proceeded to create a new account for the customer, collecting necessary details such as email, surname, mobile number, and purchase information.

  4. Resolution Acceptance: Yes. The customer accepted the agent's assistance in creating a new account for warranty registration.

  5. Customer Pain Point: Customer expressed confusion regarding the warranty duration and frustration over the discrepancy between what they were told at purchase and what is stated online.

  6. Notable Comments: Customer mentioned that the washing machine was purchased from Currys and that the call was on behalf of their mother, who originally bought the unit.

[AI Summary]

  1. Contact Reason: Customer is calling to register a washing machine for warranty and clarify confusion regarding the warranty duration, which they believe should be five years instead of the two years stated online.

  2. Customer Request: Customer seeks confirmation of the warranty duration and registration of the washing machine for the extended warranty.

  3. Agent Solution: Agent verified the model and serial number of the washing machine, confirmed that it qualifies for a five-year warranty, and registered the unit in the system. The agent explained that the customer would receive a reference number immediately and a certification of the warranty within 10 to 14 weeks.

  4. Resolution Acceptance: Yes. The customer accepted the proposed solution and was satisfied with the clarification regarding the warranty duration.

  5. Customer Pain Point: Customer expressed frustration over the conflicting information about the warranty duration and the lengthy wait for the certification.

  6. Notable Comments: Customer mentioned that the washing machine was purchased from Currys and that the registration was initially done online. They also confirmed that the account is authorized under the name of the customer's wife.

[Request] DONE REGISTERING

CNU250722802419

Surname : IQBAL

Mobile Number : 07961781334

Post Code : S2 2RN

1st Line of Address : 203 Granville Road, SHEFFIELD, S2 2RN, GB

Email Address : amreeniqbal80@outlook.com

Model # : FWY937WCTA1.ABWQPUK

Serial # : 406PNKG4L893

DOP : 30/06/2024

Retailer : CUSTOM ELECTRONIC DESIGN LTD

[Customer Issues] WASHER

[Consultation contents] [AI Summary]

  1. Contact Reason: Customer is calling to inquire about the status of a scheduled engineer visit for a washing machine repair, which has not occurred as expected.

  2. Customer Request: Customer seeks confirmation of the engineer's appointment and insists that the repair should be covered under warranty without any charges.

  3. Agent Solution: Agent attempted to check the status of the engineer's visit and communicated that the repair department had not booked the appointment due to a lack of approval from technical experts. The agent also mentioned that the issue might not be covered under warranty, which the customer disputed.

  4. Resolution Acceptance: No. The customer did not accept the proposed solution, expressing frustration over the lack of communication and insisting that the repair should be covered under warranty.

  5. Customer Pain Point: Customer is frustrated by the repeated miscommunication regarding the engineer's visit and feels that they are being unfairly charged for a warranty issue. They are also upset about not receiving a callback from management as promised.

  6. Notable Comments: Customer mentioned having previously sent videos and pictures of the issue, asserting that it is a manufacturing fault. They expressed a willingness to escalate the matter further if not resolved. [AI Summary]

  7. Contact Reason: Customer is calling regarding a malfunctioning washing machine that is under warranty, expressing frustration over a previous engineer's report indicating a crack that is not covered by warranty.

  8. Customer Request: Customer seeks a free-of-charge engineer visit to assess the machine, insisting that the issue is a manufacturer fault and should be resolved without cost.

  9. Agent Solution: Agent explained that the engineer's report indicated damage not covered by warranty. After extensive discussion, the agent agreed to schedule a one-time courtesy repair, clarifying that if the engineer finds it is not a manufacturer fault, future repairs would incur charges.

  10. Resolution Acceptance: Yes. The customer accepted the one-time courtesy repair, emphasizing that they expect no charges if the issue is confirmed as a manufacturer fault.

  11. Customer Pain Point: Customer is frustrated by the perceived lack of accountability from LG regarding the warranty and the repeated need to explain their situation, feeling that they are being unfairly charged for a manufacturer defect.

  12. Notable Comments: Customer mentioned previous agreements with LG regarding the engineer's visit and expressed dissatisfaction with the handling of their case, indicating they may escalate the issue if not resolved satisfactorily.

[Request] DONE

CNU250722802598

Surname : DIXON

Mobile Number : 07368405447

Post Code : NE9 7EG

1st Line of Address : 6, Wharfedale Green, GATESHEAD, NE9 7EG, GB

Email Address : dixonnicolas327@gmail.com

Model # : F4Y511GBLA1.AMBQPUK

Serial # : 404PNEB5Q484

DOP : 07/09/2024

Retailer : CURRYS

[Customer Issues]

[Consultation contents] [AI Summary]

  1. Contact Reason: Customer is calling regarding a repair appointment for a washing machine that is leaking due to a crack in the rear cubby cell.

  2. Customer Request: Customer seeks clarification on warranty coverage and is looking for a resolution regarding the repair costs, expressing dissatisfaction with the current situation.

  3. Agent Solution: Agent explained that the damage is not covered under warranty, as the warranty only covers the direct drive motor and not the engineer's visit or the rear top part. The agent offered a chargeable repair at a fixed price of £175, which includes labor and parts, with a 90-day recall period.

  4. Resolution Acceptance: No. The customer did not accept the proposed solution, expressing frustration over the repair costs and the machine's short lifespan.

  5. Customer Pain Point: Customer is frustrated with the washing machine's failure within a year and feels misled about warranty coverage. They are unwilling to pay for repairs on a faulty machine.

  6. Notable Comments: Customer mentioned having paid for an extended warranty through the retailer and expressed a desire to escalate the issue, indicating dissatisfaction with the information provided by the agent.

[Request] DONE

Surname : COFGROVE

Mobile Number : 02890615327

Post Code : BT11 8QG

1st Line of Address : 8 Glencolin Grove, BELFAST, BT11 8QG, GB

Email Address :

Model # :

Serial # :

DOP :

Retailer :

[Customer Issues] RNU250626062203

[Consultation contents]

[Request]

Surname : DIXON

Mobile Number : 07368405447

Post Code : NE9 7EG

1st Line of Address : 6, Wharfedale Green, GATESHEAD, NE9 7EG, GB

Email Address : dixonnicolas327@gmail.com

Model # : F4Y511GBLA1.AMBQPUK

Serial # : 404PNEB5Q484

DOP : 07/09/2024

Retailer : CURRYS

[Customer Issues] WASHER

[Consultation contents] Note: Customer doesn't want to proceed with the chargeable repair. the engineers report says: Found that rear tub got a small hole cracked, not cover warranty due to foreign objective. Couldn't see any objective as the customer has checked the filter before. Please send the report. We can only offer a chargeable repair now.

[AI Summary]

  1. Contact Reason: Customer is calling regarding a repair appointment for a washing machine that is leaking due to a crack in the rear cubby cell.

  2. Customer Request: Customer seeks clarification on warranty coverage and is looking for a resolution regarding the repair costs, expressing dissatisfaction with the current situation.

  3. Agent Solution: Agent explained that the damage is not covered under warranty, as the warranty only covers the direct drive motor and not the engineer's visit or the rear top part. The agent offered a chargeable repair at a fixed price of £175, which includes labor and parts, with a 90-day recall period.

  4. Resolution Acceptance: No. The customer did not accept the proposed solution, expressing frustration over the repair costs and the machine's short lifespan.

  5. Customer Pain Point: Customer is frustrated with the washing machine's failure within a year and feels misled about warranty coverage. They are unwilling to pay for repairs on a faulty machine.

  6. Notable Comments: Customer mentioned having paid for an extended warranty through the retailer and expressed a desire to escalate the issue, indicating dissatisfaction with the information provided by the agent.

[AI Summary]

  1. Contact Reason: Customer is calling regarding a crack in the drawer of their energy washing machine and is seeking assistance related to the repair process.

  2. Customer Request: Customer is looking for an uplift number to facilitate either a replacement for the washing machine or a repair without incurring additional charges.

  3. Agent Solution: Agent explained that the washing machine is deemed unrepairable according to the engineer's report. The agent offered a chargeable repair option and stated that an uplift number would need to be requested by the engineer. The agent reiterated that the unit could still be repaired but at a cost, as it is not covered under warranty.

  4. Resolution Acceptance: No. The customer did not accept the proposed solution, expressing frustration over the need for additional charges and requesting to speak with a manager.

  5. Customer Pain Point: Customer is frustrated with the ongoing issues with the washing machine and the lack of clarity regarding the repair process. They feel misled about the warranty coverage and are unhappy with the customer service experience.

  6. Notable Comments: Customer mentioned having paid for an extended warranty and expressed dissatisfaction with being transferred between different departments and representatives without resolution.

[Request] DONE

CNU250722803235

Surname : PROKOPCZAK

Mobile Number : 07473850385

Post Code : GL51 9EE

1st Line of Address : 34 Moors Avenue, CHELTENHAM, GL51 9EE, GB

Email Address : prokop.dsw@gmail.com

Model # : GMX844MCKV.AMCQLGU

Serial # : 012TRTX1Z457

DOP : 01/09/2021

Retailer : CUSTOM ELECTRONIC DESIGN LTD

[Customer Issues] FRIDGE FOR 2 WEEKS

[Consultation contents] [AI Summary]

  1. Contact Reason: Customer is calling regarding a broken fridge freezer and a canceled service appointment that was supposed to take place today.

  2. Customer Request: Customer seeks clarification on the canceled appointment and wants to know the next steps for getting the fridge repaired.

  3. Agent Solution: Agent confirmed that the appointment is still in the system but acknowledged the cancellation by the technician. The agent explained that parts have been ordered and that the customer will be contacted before the new appointment date is scheduled.

  4. Resolution Acceptance: Yes. The customer accepted the information provided and expressed gratitude for the assistance.

  5. Customer Pain Point: Customer is frustrated by the cancellation of the service appointment and the uncertainty regarding the repair timeline.

  6. Notable Comments: Customer mentioned having already paid £250 for the service and expressed confusion about the appointment status, indicating a need for clearer communication regarding service updates.

[AI Summary]

  1. Contact Reason: Customer is calling regarding a malfunctioning fridge that has been out of service for two weeks. The engineer's recent visit indicated a broken compressor but did not provide a solution.

  2. Customer Request: Customer seeks clarity on the repair status and wants to know when the fridge will be fixed, expressing frustration over the lack of communication and service.

  3. Agent Solution: Agent reviewed the engineer's report, confirming a compressor blockage and that the repair department is now handling the case. The agent assured the customer that they would receive an update within two business days regarding alternative resolutions.

  4. Resolution Acceptance: Yes. The customer accepted the agent's assurance of follow-up and appreciated the information provided.

  5. Customer Pain Point: Customer is frustrated by the prolonged lack of a functioning fridge and the inadequate communication from the service team, especially after paying for a repair.

  6. Notable Comments: Customer mentioned having paid £239 for the repair and expressed annoyance at not receiving timely updates or a clear plan for resolution.

[Request]