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march 6

  1. Inquiry: customer called in regarding induction stove
  2. Symptom Description:
  3. Provide error code if present:
  4. Troubleshooting provided: = advise customer to call us once hes with in the unit to guide him step by step with troubleshooting
  5. Outcome: not resolved
  6. Resources used (paste links used): https://asksamsung.com/content/C33000071858-en-ca
  7. Remote Management or Visual Support Used? [paste 2K ticket here] RM - Y/N VS - Y/N
  8. Additional comments or customer response: Name: Arina Dobkin Model Number: NSI6DG9300SRAC Phone Number: 5145695349 Serial Number: Place of Purchase: Tangay 7months ago
  9. NCP Parts Needed:
  10. HRM Result:
  11. Sprinklr Case ID: #343755558 Ticket Number: 1152208904

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  1. Inquiry: customer called in regarding oven
  2. Symptom Description: oven has fire hazard
  3. Provide error code if present:
  4. Troubleshooting provided: = transfer to ECR product liability Who was involved? KYLE HASAM What event took place at the time? HIS OVEN DOES NOT SHUT OFF

When did this occur (date and time)? TODAY YESTERDAY MANY MONTHS AGO WHEN HE FIRST MADE THE PHONE CALL Where did the event happen (location)? HIS HOME Do you have any idea why this might have happened? HIS SAMSUNG OVEN IS NOT FUNCTIONING IS DANGEROUS 5) Outcome: TRANSFER TO ECR 6) Resources used (paste links used):https://asksamsung.com/notice/NC33000000076 7) Remote Management or Visual Support Used? [paste 2K ticket here] RM - Y/N VS - Y/N NOT APPLICABLE 8) Additional comments or customer response: Name: Kyle Haslam Model Number: NV51K7770DS/AA Phone Number: 9053219463 Serial Number: 0E8Z7DCK800072X Place of Purchase: 9) NCP Parts Needed: 10) HRM Result: 11) Sprinklr Case ID: #343759395 Ticket Number: 2330528681

2327102135

  1. Inquiry: customer called in regarding fridge
  2. Symptom Description: the fridges squealing noises and it has either water being added
  3. Provide error code if present:
  4. Troubleshooting provided: Ask the customer to describe the noise and its location. = it is coming from the Request a recording of the noise for review.= it do multiple time and random time he cant do a recording. Inform the customer that squealing noises may be normal during startup or when the refrigerator stabilizes.- hearing a loud noise = ask customer to record the sound and email the attachment to us for review. customer said he cant provide = wants to talk to supervisor
  5. Outcome: provide all troubleshooting but customer said troubleshooting doesn't help , promised callback
  6. Resources used (paste links used): agent co pilot, https://asksamsung.com/content/C33000070831-en-ca
  7. Remote Management or Visual Support Used? [paste 2K ticket here] RM - Y/N VS - Y/N YES
  8. Additional comments or customer response: Name: Mike Smith Model Number: rf22a4221sr Phone Number: 5196395826 Serial Number: 0BA34BBY300898A Place of Purchase:
  9. NCP Parts Needed:
  10. HRM Result:
  11. Sprinklr Case ID: #343777419 Ticket Number: 2330530004 IN WARRANTY ======================================
  12. Inquiry: customer called in regarding fridge
  13. Symptom Description:
  14. Provide error code if present:
  15. Troubleshooting provided: = advise customer we need to do troubleshooting first
  16. Outcome: customer disconnect the call
  17. Resources used (paste links used):
  18. Remote Management or Visual Support Used? [paste 2K ticket here] RM - Y/N VS - Y/N
  19. Additional comments or customer response: Name: Adnan Yusuf Model Number: RF32CG5400SRAA Phone Number: 6472204450 Serial Number: 0BXJ4BCYB06674L Place of Purchase:
  20. NCP Parts Needed:
  21. HRM Result:
  22. Sprinklr Case ID: #343791186 Ticket Number: #2330532496 ======================================
  23. Inquiry: customer called in regarding tv
  24. Symptom Description:
  25. Provide error code if present:
  26. Troubleshooting provided:
  27. Outcome:
  28. Resources used (paste links used):
  29. Remote Management or Visual Support Used? [paste 2K ticket here] RM - Y/N VS - Y/N
  30. Additional comments or customer response: Name: Model Number: Phone Number: Serial Number: Place of Purchase:
  31. NCP Parts Needed:
  32. HRM Result:
  33. Sprinklr Case ID: #343806618 Ticket Number: 1152209511

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  1. Inquiry: CUSTOMER CALLED IN REGARDING THE DISWASHER

  2. Symptom Description: she been trying to use it but it keeps coming up the code C4

  3. Provide error code if present: C4

  4. Troubleshooting provided: Can you check for me Ensure the valve is fully open.= customer said the valve is fully open Turning the valve counterclockwise opens it, while clockwise closes it.= the customer husband do it. Ensure there are no kinks in the hose.- customer make sure that the hose are no kinks Ensure there is no blockage in the filter or the water valve - Clean any foreign substance out of the water valve. = customer ensure that there is no blockage

  5. Outcome: provide all troubleshooting but not work advise to contact local plumber to check

  6. Resources used (paste links used): agent co pilot , ask: https://asksamsung.com/content/C33000070884-en-cahttps://asksamsung.com/content/C33000066059-en-ca

  7. Remote Management or Visual Support Used? [paste 2K ticket here] RM - Y/N VS - Y/N YES

  8. Additional comments or customer response: Name: Wanda Higgins Model Number: dw80dg5200sr Phone Number: 5064659164 Serial Number: b2u2G8dyb02801r Place of Purchase: COSTCO

  9. NCP Parts Needed:

  10. HRM Result:

  11. Sprinklr Case ID: #343807183 Ticket Number: 2330534663

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  1. Inquiry: customer called in regarding fridge
  2. Symptom Description: the fridge stop working
  3. Provide error code if present:
  4. Troubleshooting provided: = probing question
  5. Outcome: customer disconnect the call
  6. Resources used (paste links used):
  7. Remote Management or Visual Support Used? [paste 2K ticket here] RM - Y/N VS - Y/N
  8. Additional comments or customer response: Name: Tony TurCherks Model Number: RF22A4111SR Phone Number: 3065456231 Serial Number:0B9XB Place of Purchase:
  9. NCP Parts Needed:
  10. HRM Result:
  11. Sprinklr Case ID: #343822083 Ticket Number: 2330536760

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  1. Inquiry: customer called in regarding the dishwasher
  2. Symptom Description: the installer said there was a missing kick plate
  3. Provide error code if present:
  4. Troubleshooting provided: = advise customer to contact Costco regarding kick plate
  5. Outcome:
  6. Resources used (paste links used):
  7. Remote Management or Visual Support Used? [paste 2K ticket here] RM - Y/N VS - Y/N
  8. Additional comments or customer response: Name: Leo Shea Model Number: DW80DG5200SRAA Phone Number: 4166888962 Serial Number: B2U2G8DY900442F Place of Purchase: COSTCO 2 months ago
  9. NCP Parts Needed:
  10. HRM Result:
  11. Sprinklr Case ID: #343827420 Ticket Number: 2330538213

4183851946

  1. Inquiry: customer called in range regarding this ticket number 2330449122/3102129065
  2. Symptom Description: is excessive heat
  3. Provide error code if present:
  4. Troubleshooting provided:
  1. Outcome: customer unreachable
  2. Resources used (paste links used):
  3. Remote Management or Visual Support Used? [paste 2K ticket here] RM - Y/N VS - Y/N
  4. Additional comments or customer response: Name: Bert Rainville Model Number: NE59J7630SS/AC Phone Number: 7056886876 Serial Number: 0C8R7DCG701608Z Place of Purchase:
  5. NCP Parts Needed:
  6. HRM Result:
  7. Sprinklr Case ID: #343843559 Ticket Number: 2330540767

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  1. Inquiry: customer called in fridge

  2. Symptom Description: the ice maker not working

  3. Provide error code if present:

  4. Troubleshooting provided: = try to do troubleshooting but customer insist that she already to that

  5. Outcome: PROVIDE ISLO

  6. Resources used (paste links used): https://asksamsung.com/content/C33000071308-en-ca

  7. Remote Management or Visual Support Used? [paste 2K ticket here] RM - Y/N VS - Y/N

  8. Additional comments or customer response: Name: Tanya Fralic
    Model Number: RF28R7551SR/AC
    Phone Number: 4038723372 Serial Number:0BSK43AR900122T Place of Purchase: Wayfair

  9. NCP Parts Needed:

  10. HRM Result:

  11. Sprinklr Case ID: #343853244 Ticket Number: 2330541451

1152210360/ #343858091

  1. Inquiry: customer called in regarding washer
  2. Symptom Description: washer doesn't drain shows 3C motor error code
  3. Provide error code if present: 3C
  4. Troubleshooting provided: customer does not want to do the troubleshooting
  5. Outcome: customer disconnect the call
  6. Resources used (paste links used):
  7. Remote Management or Visual Support Used? [paste 2K ticket here] RM - Y/N VS - Y/N
  8. Additional comments or customer response: Name: Eva Davabrowski Model Number: WF45B6300AP/US Phone Number: 7782519115 Serial Number: 0AMQ5NBXA00358Y Place of Purchase:
  9. NCP Parts Needed:
  10. HRM Result:
  11. Sprinklr Case ID: #343859763 Ticket Number: 2330542748

5136666103

  1. Inquiry: customer called in regarding refrigerator
  2. Symptom Description: not cooling at all
  3. Provide error code if present:
  4. Troubleshooting provided: = they already done doing all the troubleshooting steps but its not working
  5. Outcome: PROVIDE ISLO
  6. Resources used (paste links used): https://asksamsung.com/content/C99900000020-en-ca
  7. Remote Management or Visual Support Used? [paste 2K ticket here] RM - Y/N VS - Y/N
  8. Additional comments or customer response: Name: Shabeer Sali Model Number: RF28HMEDBSR Phone Number: 6479280190 Serial Number: 065L43BKB00096X Place of Purchase: Out of warranty
  9. NCP Parts Needed:
  10. HRM Result:
  11. Sprinklr Case ID: #343867147 Ticket Number: 2330544118 2330529160 5104804682

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  1. Inquiry: customer called in regarding machine
  2. Symptom Description:
  3. Provide error code if present:
  4. Troubleshooting provided:
  5. Outcome: customer not responding
  6. Resources used (paste links used):
  7. Remote Management or Visual Support Used? [paste 2K ticket here] RM - Y/N VS - Y/N
  8. Additional comments or customer response: Name: Model Number: Phone Number: Serial Number: Place of Purchase:
  9. NCP Parts Needed:
  10. HRM Result:
  11. Sprinklr Case ID: #343872397 Ticket Number: 1152210655

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  1. Inquiry: customer called in regarding washer
  2. Symptom Description: washer not providing warm water at the selected temperature
  3. Provide error code if present:
  4. Troubleshooting provided: can you check Ensure the hot and cold water hoses are not reversed. = hot and cold hoses are not reversed .
    Close both taps and reopen them one by one to verify.
    Verify the hot water hose is connected to the hot water valve = customer said that it is really connected Check if the hot water supply is functioning properly. Ensure the water pressure is adequate for optimal performance. Make sure the hoses are not kinked or damaged.= the hose are not kinks Dirt and calcium accumulation may clog the water valve filters overtime. customer said its brand new there is no calcium. =advise customer to call a plumber to check regarding the water line = customer insist to talk to the manager supervisor-
  5. Outcome: provide all troubleshooting steps/ customer disconnect the call
  6. Resources used (paste links used): agent co pilot https://asksamsung.com/content/C33000070881-en-ca
  7. Remote Management or Visual Support Used? [paste 2K ticket here] RM - Y/N VS - Y/N YES
  8. Additional comments or customer response: Name: Kammi Palmer Model Number: WA52DG5500AWUS Phone Number: 5196398529 Serial Number:0LNM5DDY402829P Place of Purchase: Temperemants
  9. NCP Parts Needed:
  10. HRM Result:
  11. Sprinklr Case ID: #343895030 Ticket Number: 2330550069

IN WARRANTY

  1. Inquiry: customer called in regarding dishwasher
  2. Symptom Description: wants harness
  3. Provide error code if present:
  4. Troubleshooting provided:
  5. Outcome: inform customer that they may be able to contact the brick regarding harness
  6. Resources used (paste links used):
  7. Remote Management or Visual Support Used? [paste 2K ticket here] RM - Y/N VS - Y/N
  8. Additional comments or customer response: Name: Patrick Stewart Model Number: DW80R5061UG Phone Number: 2044790726 Serial Number: B092G8DR80086V Place of Purchase: BRICK nov 2021
  9. NCP Parts Needed:
  10. HRM Result:
  11. Sprinklr Case ID: #343908715 Ticket Number: 2330552845

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  1. Inquiry: customer called in regarding the dishwasher
  2. Symptom Description:
  3. Provide error code if present:
  4. Troubleshooting provided:
  5. Outcome: TRANSFER TO RESPONSIBLE PARTNER
  6. Resources used (paste links used):
  7. Remote Management or Visual Support Used? [paste 2K ticket here] RM - Y/N VS - Y/N
  8. Additional comments or customer response: Name: Model Number: Phone Number: 6474463246 Serial Number: Place of Purchase: HOME DEPOT
  9. NCP Parts Needed:
  10. HRM Result:
  11. Sprinklr Case ID: #343915676 Ticket Number: 1152211479 ======================================
  12. Inquiry: customer called in regarding dryer
  13. Symptom Description: none of cycle works except time to dry
  14. Provide error code if present: CL
  15. Troubleshooting provided: Check the Sensor Dry Settings Ensure the Sensor Dry cycle is selected.= there is no sensor dry on the option For small or mixed loads, switch to Manual Dry or Quick Dry to avoid sensor confusion. Clean the Moisture Sensors

Locate the metal moisture sensors near the lint filter. Clean them with a soft cloth and rubbing alcohol to remove lint or residue.= she already done doing that

Clean the lint filter thoroughly after every cycle.= she make sure it was clean Perform a Vent Blockage Test to check for airflow restrictions: = customer making sure to check the airflow. Press Power, then hold Adjust Time UP and Dryness for 3 seconds. = there is nothing happened Turn off the circuit breaker for at least 5 minutes, then restart the dryer. =

  1. Outcome: troubleshooting provide / customer disconnect the call
  2. Resources used (paste links used): NFF pdf
  3. Remote Management or Visual Support Used? [paste 2K ticket here] RM - Y/N yes VS - Y/N yes
  4. Additional comments or customer response: Name: Rebecca Kalamout Model Number: DVE50BG50GA3VAC Phone Number: 7806605999 Serial Number: 0BQ75BBXA00598Z Place of Purchase: COSTCO 2024
  5. NCP Parts Needed:
  6. HRM Result: Overall judgment: No items requiring inspection based on diagnosis symptoms
  7. Sprinklr Case ID: #343918494 Ticket Number: 2330554194 IN WARRAMTY