13/09 CALLS · Offline Notepad

Telepresence: No Customer advised about Parking Permits: Yes Service Bulletin: N/A Warranty Status: In Warranty Fault: Laundry too wet/not heating up. Troubleshooting: checked if the selected program has a high spin action, the loads is not overloaded, the customer tried a small loads, checked the levelling of the appliance, unplugged the appliance and restart it after 60 secs. Additional notes: There's no parking permit needed. Email: tashcannell@hotmail.co.uk Primary Number: 07879773896 Retailer: Marks Electrical

LG Electronics - RNU250913036861

Good afternoon Ms. Graves, your repair has now been booked with:

ASC Name: JTM ASC Phone Number: 0333 091 4040 / 01913 870 773 Job Reference Number: RNU250913036861

An engineer will contact you within 1-2 business days to set the appointment date and time. If your area requires a parking permit, please ensure you have one ready for the engineer before their visit.

Kind regards,

Ann LG UK

CNU250913281159 RNU250913034926

Surname : FORREST

Mobile Number : 07496339047 / 07464808169

Post Code : FY3 7JJ

1st Line of Address :

Email Address : vintageslant@gmail.com

Model # : LSWD100E.ABWQKUK

Serial # : 404KWELUL396

DOP : 02/08/2024

Retailer : APPLIANCES DIRECT

[Customer Issues] not drying 2 to 3 days ago

No error codes. Cleaned filter. Checked for fluffs and none at all. Cleaned lint filter. Customer is putting normal loads in the washer. Unit has proper spacing in the sides and at the back. Unit is properly balanced. Customer used tub clean. Issue persist

No parking permit needed. Extended warranty: P2024-08-02404KWELUL396

[Consultation contents] [AI Summary]

[Contact Reason]

Customer reports washing machine not drying clothes. Washing function operates normally, but drying function fails. [Product Symptom]

Symptom: Washing machine not drying clothes; washing function works fine.
Timeline/Duration: Issue started 2-3 days ago.
Environment: Not Specified.
Self-troubleshooting: Cleaned the filter, checked for fluff inside the door.
History: Customer has experienced a separate issue with detergent softener notification for about two months. [Agent Solutions]

Verify Issue: Confirmed washing machine not drying clothes.
Gather Customer Information: Collected customer details for account creation.
Confirm Troubleshooting Steps: Documented cleaning of the filter and checking for fluff.
Check Load Size: Inquired about load size; customer confirmed using a small load.
Assess Installation: Confirmed proper spacing and leveling of the washing machine.
Inquire About Error Codes: Customer reported no error codes present.
Schedule Service: Agent prepared to book a service visit for further inspection.

[Final Resolution]

Service visit scheduled for washing machine inspection. Customer to provide purchase date documentation. [Service Notes]
Customer has a five-year warranty starting from August 2, 2024. - Previous issues with detergent softener notification noted. [Executive Summary] The customer contacted support regarding a washing machine that is not drying clothes, although it washes properly. The issue began 2-3 days ago, and the customer has already cleaned the filter and checked for fluff. The agent gathered necessary customer information and confirmed troubleshooting steps taken. A service visit has been scheduled to further investigate the drying issue. The customer has a five-year warranty starting August 2, 2024, and has experienced a separate issue with detergent notifications for two months.

[Request] DONE SMS AND BOOKING DONE TASK

CNU250913281210 RNU250913036730

Surname : CANNELL

Mobile Number : 07879773896

Post Code : IP1 6HP

1st Line of Address : 88 Spenser Road, IPSWICH, IP1 6HP, GB

Email Address : tashcannell@hotmail.co.uk

Model # : FWV696WSE.ABWQPUK

Serial # : 303PNNA2F271

DOP : 30/06/2023

Retailer : MARKS ELECTRICAL

[Customer Issues] WASHER DRYER ENGINEER CAME ON THURSDAY

Customer is putting a normal load in the washer. Customer is using cotton setting when doing a wash. Customer temperature in the washer is 95 degrees on a cotton wash cycle. Unit is properly leveled. Unplugged and plug in. Issue persist.

No parking permit needed. Recall job.

[Consultation contents] [AI Summary]

[Contact Reason]

Customer experiencing ongoing heating issue with washing machine after previous repair. [Product Symptom]

Symptom: Washing machine not heating during wash cycles; clothes remain cold after a 95-degree wash.
Timeline/Duration: Issue persists since last week; previous repair attempted on Thursday.
Environment: Not Specified.
Self-troubleshooting: Customer opened the washing machine during a cycle to check.
History: Previous repair conducted, but the problem remains unresolved. [Agent Solutions]

Verify Issue: Agent confirmed the washing machine is not heating up as reported by the customer.
Check Repair History: Agent reviewed the previous repair details and confirmed the heating part was addressed.
Schedule Follow-Up: Agent proposed to recall the technician to address the unresolved heating issue.

[Final Resolution]

Follow-up technician visit scheduled to resolve heating issue. [Service Notes]
N/A. [Executive Summary] The customer reported that their washing machine is still not heating properly after a repair was conducted last week. The agent confirmed the issue and reviewed the repair history, noting that the heating part was addressed but the problem persists. A follow-up technician visit has been scheduled to resolve the ongoing heating issue.

[AI Summary]

[Contact Reason]

Customer reports washing machine not heating during wash cycles. Previous repair attempted but issue persists. [Product Symptom]

Symptom: Washing machine not heating water during cycles; clothes remain cold and unclean after washing.
Timeline/Duration: Issue began last week; persists after recent repair on Thursday.
Environment: Not Specified.
Self-troubleshooting: Customer opened the washing machine mid-cycle to check; confirmed clothes were cold.
History: Previous repair conducted last week; washing machine purchased from a retailer. [Agent Solutions]

Verify Issue: Confirmed washing machine not heating water; clothes remain cold after a 95-degree wash.
Check Repair History: Reviewed previous repair notes; confirmed heating part was replaced but issue persists.
Coordinate with Repair Department: Agent contacted repair department for further assistance regarding the ongoing issue.
Confirm Settings: Verified customer was using the correct settings (95 degrees on cotton wash) and load size (normal load).
Schedule Recall Visit: Agent scheduled another engineer visit for further inspection and repair.

[Final Resolution]

Engineer visit scheduled for further inspection. Reference number to be sent via SMS. [Service Notes]
N/A [Executive Summary] The customer contacted support regarding a washing machine that is not heating water during wash cycles, resulting in cold and unclean clothes. The agent confirmed the issue persists despite a previous repair. Troubleshooting steps included verifying the problem, checking repair history, and confirming settings. A recall visit was scheduled for further inspection, with a reference number to be sent to the customer.

[Request] DONE BOOKING AND TASK

CNU250913281242

Surname : ANNA LADA

Mobile Number : 07783877641

Post Code : BT13 3WF

1st Line of Address : 15 Heath Lodge Mews BT13 3WF

Email Address :

Model # :

Serial # :

DOP :

Retailer :

[Customer Issues] Extended Warranty

[Consultation contents] Note: Customer just ring u to know the status of their warranty for this unit. Closing this case now. If the customer will ring us back again, please assists. Thank you.

[Customer] Anna Lada | BT13 3WF | null | Belfast | 15 Heath Lodge Mews BT13 3WF [Appointment Preferences] 1st Choice : null (null) 2nd Choice : null (null) 3rd Choice : null (null) [Customer Comments] Noise and vibration during spon cycle

[AI Summary]

[Contact Reason]

Customer inquired about warranty status for a product. [Product Symptom]
N/A - Non-technical inquiry [Agent Solutions]

Model Number Verification: Customer provided model number as Foxtrot 6 Victorine 0 9 Bravo Tango Sierra Alpha.
Purchase Date Inquiry: Agent asked for purchase date; customer stated September 3, 202
Warranty Status Check: Agent confirmed the unit has an extended warranty.

[Final Resolution]

Warranty confirmed as extended. Customer did not proceed with booking service during the call. [Service Notes]
N/A [Executive Summary] The customer contacted LG customer service to verify the warranty status of their product. The agent confirmed the model number and inquired about the purchase date, which the customer provided. The agent successfully verified that the unit is under an extended warranty. The customer did not request to book service during the call.

[Request] DONE DOCU AND TASK

Surname :

Mobile Number : 07792260247

Post Code :

1st Line of Address :

Email Address :

Model # :

Serial # :

DOP : 06/09/2025 ORDERED AND DELIVERED 10/09/2025

Retailer :

[Customer Issues] FRIDGE FREEZER CURRYS CUR2566181948

[Consultation contents] [AI Summary]

[Contact Reason]

Customer inquired about a fridge freezer purchased from Currys. Noticed a dent in the door vent. [Product Symptom]

Symptom: Dent in the door vent of the fridge freezer.
Timeline/Duration: Purchased on Saturday, September 6; delivered on Wednesday, September 10.
Environment: Not Specified.
Self-troubleshooting: Not Specified.
History: Purchased online from Currys. [Agent Solutions]

Order Verification: Confirmed purchase date and delivery date.
Order Number Confirmation: Customer provided order number CUR2566181948 for reference.

[Final Resolution]

N/A - No Troubleshooting Steps Taken. [Service Notes]
N/A. [Executive Summary] The customer contacted regarding a dent in the door vent of a fridge freezer purchased online from Currys. The unit was bought on September 6 and delivered on September 10. The agent verified the order details and recorded the order number provided by the customer. No troubleshooting steps were taken during the call.

[AI Summary]

[Contact Reason]

Customer inquiring about a dent on a newly purchased fridge freezer. [Product Symptom]

Symptom: Dent on the door of the fridge freezer.
Timeline/Duration: Purchased on Saturday, September 6; delivered on Wednesday, September 10.
Environment: Not Specified.
Self-troubleshooting: Not Specified.
History: Purchased online from Currys. [Agent Solutions]

Verify Purchase Details: Confirmed purchase date and delivery date with the customer.
Order Number Confirmation: Customer provided order number for reference.
Contact Currys: Agent informed the customer that they would contact Currys for assistance regarding the dent.
Transfer to Currys: Agent initiated transfer to Currys for further assistance with the return or exchange process.

[Final Resolution]

Agent to transfer the customer to Currys for assistance with the dent issue. [Service Notes]
N/A. [Executive Summary] The customer contacted support regarding a dent on their newly purchased fridge freezer. The agent verified the purchase and delivery details, confirmed the order number, and informed the customer that they would contact Currys for assistance. The call was then transferred to Currys for further action regarding the dent. No additional troubleshooting steps were taken as the issue was directed to the retailer.

[Request] DONE TASK

CNU250913281556 RNU250913036861

Surname : GRAVES

Mobile Number : 07857560996

Post Code : DN36 4DY

1st Line of Address : 12 St. Johns Road, GRIMSBY, DN36 4DY, GB

Email Address : megan.grave89@outlook.com

Model # : GSL460ICEV.ADSQLGT

Serial # : 009TRZY08613

DOP : 01/09/2020

Retailer : CURRYS

[Customer Issues] Freezer-19 Fridge 1 Customer is requesting for the visit on Wednesday

Checked the unit is turned on. Checked the freezer temperature is -19 and on the Fridge is 1 degrees. Doors closing properly and the gaskets seal doesn't have any visible damage or cuts. No food blocked the air vents. No frost build up. Issue persists even after the repair

[Consultation contents] [AI Summary]

[Contact Reason]

Customer reports freezer not freezing after recent engineer visit. [Product Symptom]

Symptom: Freezer not freezing properly; improved but still not functioning as expected.
Timeline/Duration: Last engineer visit on Wednesday, September 10.
Environment: Not Specified.
Self-troubleshooting: Not Specified.
History: Previous repair visit on September 10; engineer assessed the issue. [Agent Solutions]

Account Verification: Agent requested customer’s name and address for account access.
Repair Confirmation: Agent confirmed the last engineer visit date and checked repair details.
Symptom Clarification: Agent inquired if the issue was with the freezer only or both fridge and freezer.

[Final Resolution]

Next steps to be determined after further investigation of the freezer issue. [Service Notes]
N/A [Executive Summary] The customer contacted support regarding a freezer that is not freezing properly after an engineer's visit. The agent verified the customer's account and confirmed the last service date. The agent clarified that the issue is isolated to the freezer, while the fridge is functioning correctly. Further steps will be taken to address the unresolved issue with the freezer.

[AI Summary]

[Contact Reason]

Customer reports freezer not freezing after recent engineer visit. [Product Symptom]

Symptom: Freezer not freezing, only the freezer part affected, fridge functioning normally.
Timeline/Duration: Issue persists since engineer visit on September 10.
Environment: Not Specified.
Self-troubleshooting: Not Specified.
History: Engineer visit on September 10 for repair; 90-day recall period applicable. [Agent Solutions]

Verify Account: Checked customer account details and previous repair history.
Confirm Issue: Clarified that the issue is with the freezer only.
Recall Engineer: Informed customer about the 90-day recall policy for free service.
Document Information: Collected customer’s email and mobile number for booking.
Verify Serial Number: Assisted customer in locating and confirming the serial number.
Check Unit Status: Confirmed that the fridge is powered on and lights are functioning.
Record Temperatures: Noted temperatures: -19°C for freezer, 1°C for fridge.
Inspect Door and Gasket: Confirmed door closes properly and no visible damage to the gasket.
Check Air Vents: Verified no food blocking air vents and no frost buildup.
Schedule Visit: Booked another engineer visit for a Wednesday as requested by the customer.

[Final Resolution]

Engineer visit scheduled for a Wednesday. Reference number to be sent via SMS. [Service Notes]
Customer prefers engineer visits on Wednesdays due to availability. [Executive Summary] The customer contacted support regarding a freezer that is not freezing after an engineer's visit on September 10. The agent verified the issue, confirmed the unit's status, and scheduled a recall visit for another engineer. The customer requested the visit on a Wednesday, which was noted for scheduling. A reference number will be sent via SMS once the booking is confirmed.

[Request] BOOKING DONE TASK

Surname :

Mobile Number : 07966919953

Post Code :

1st Line of Address :

Email Address :

Model # :

Serial # :

DOP :

Retailer : CURRYS

[Customer Issues] THEY PURCHASE THE FRIDGE FROM CURRYS ON JUNE

[Consultation contents] [AI Summary]

[Contact Reason]

Inquiry about purchasing parts for a fridge. [Product Symptom]
Symptom: Scrape on the fridge door. - Timeline/Duration: Recently noticed after installation. - Environment: Not Specified. - Self-troubleshooting: Not Specified. - History: Recently delivered, installation delayed. [Agent Solutions]

Inquiry about parts: Agent asked what kind of part was needed.
Explanation of parts availability: Agent informed customer that doors are not provided and would be costly.
Guidance on replacement: Agent advised contacting the retailer for a possible replacement due to the return period.

[Final Resolution]

Customer advised to contact the retailer for a replacement. - Noted potential delay in return period due to installation issues. [Service Notes]
N/A. [Executive Summary] The customer contacted support to inquire about purchasing parts for their fridge, specifically a door due to a scrape. The agent explained that doors are not available for purchase and suggested contacting the retailer for a replacement, noting the return period. The customer mentioned a delay in installation, which may affect the return eligibility. The agent provided guidance on the next steps to resolve the issue.

[AI Summary]

[Contact Reason]

Inquiry about purchasing parts for a fridge. [Product Symptom]
Symptom: Customer reported a scratch on the fridge door. - Timeline/Duration: Delivered eight years ago, installed recently. - Environment: Not Specified. - Self-troubleshooting: Not Specified. - History: Purchased in June, delivery delayed due to kitchen installation. [Agent Solutions]

Inquiry about parts: Agent asked what kind of part the customer needed.
Explanation of part availability: Agent informed customer that doors are not provided by the company and suggested contacting the retailer for replacement.
Return period clarification: Agent explained the 28-day return period from the retailer and advised contacting them for a replacement.
Confirmation of purchase details: Agent asked where and when the unit was purchased.
Website referral: Agent provided the customer with the LG website for checking spare parts availability.

[Final Resolution]

Advised to contact the retailer for door replacement. Provided LG website for further inquiries about parts. [Service Notes]
N/A [Executive Summary] The customer contacted support to inquire about purchasing a door for their fridge, which had a scratch. The agent explained that the company does not sell doors and advised the customer to contact the retailer for a potential replacement, noting the 28-day return policy. The customer mentioned the fridge was delivered eight years ago but only recently installed. The agent provided the LG website for checking spare parts availability. No further troubleshooting steps were taken.

[Request] DONE TASK PROVIDED OUR PARTS WEBSITE

CNU250913281159

Surname : FORREST

Mobile Number : 07496339047 / 07464808169

Post Code : FY3 7JJ

1st Line of Address :

Email Address : vintageslant@gmail.com

Model # : LSWD100E.ABWQKUK

Serial # : 404KWELUL396

DOP : 02/08/2024

Retailer : APPLIANCES DIRECT

[Customer Issues] not drying 2 to 3 days ago

No parking permit needed. Extended warranty: P2024-08-02404KWELUL396

[Consultation contents] [AI Summary]

[Contact Reason]

Customer reports washing machine not drying clothes. Washing function operates normally, but drying function fails. [Product Symptom]

Symptom: Washing machine not drying clothes; washing function works fine.
Timeline/Duration: Issue started 2-3 days ago.
Environment: Not Specified.
Self-troubleshooting: Cleaned the filter, checked for fluff inside the door.
History: Customer has experienced a separate issue with detergent softener notification for about two months. [Agent Solutions]

Verify Issue: Confirmed washing machine not drying clothes.
Gather Customer Information: Collected customer details for account creation.
Confirm Troubleshooting Steps: Documented cleaning of the filter and checking for fluff.
Check Load Size: Inquired about load size; customer confirmed using a small load.
Assess Installation: Confirmed proper spacing and leveling of the washing machine.
Inquire About Error Codes: Customer reported no error codes present.
Schedule Service: Agent prepared to book a service visit for further inspection.

[Final Resolution]

Service visit scheduled for washing machine inspection. Customer to provide purchase date documentation. [Service Notes]
Customer has a five-year warranty starting from August 2, 2024. - Previous issues with detergent softener notification noted. [Executive Summary] The customer contacted support regarding a washing machine that is not drying clothes, although it washes properly. The issue began 2-3 days ago, and the customer has already cleaned the filter and checked for fluff. The agent gathered necessary customer information and confirmed troubleshooting steps taken. A service visit has been scheduled to further investigate the drying issue. The customer has a five-year warranty starting August 2, 2024, and has experienced a separate issue with detergent notifications for two months.

[Request] BOOKING DONE TASK

CNU250913281210

Surname : CANNELL

Mobile Number : 07879773896

Post Code : IP1 6HP

1st Line of Address : 88 Spenser Road, IPSWICH, IP1 6HP, GB

Email Address : tashcannell@hotmail.co.uk

Model # : FWV696WSE.ABWQPUK

Serial # : 303PNNA2F271

DOP : 30/06/2023

Retailer : MARKS ELECTRICAL

[Customer Issues] WASHER DRYER ENGINEER CAME ON THURSDAY

No parking permit needed. Recall job.

[Consultation contents] [AI Summary]

[Contact Reason]

Customer experiencing ongoing heating issue with washing machine after previous repair. [Product Symptom]

Symptom: Washing machine not heating during wash cycles; clothes remain cold after a 95-degree wash.
Timeline/Duration: Issue persists since last week; previous repair attempted on Thursday.
Environment: Not Specified.
Self-troubleshooting: Customer opened the washing machine during a cycle to check.
History: Previous repair conducted, but the problem remains unresolved. [Agent Solutions]

Verify Issue: Agent confirmed the washing machine is not heating up as reported by the customer.
Check Repair History: Agent reviewed the previous repair details and confirmed the heating part was addressed.
Schedule Follow-Up: Agent proposed to recall the technician to address the unresolved heating issue.

[Final Resolution]

Follow-up technician visit scheduled to resolve heating issue. [Service Notes]
N/A. [Executive Summary] The customer reported that their washing machine is still not heating properly after a repair was conducted last week. The agent confirmed the issue and reviewed the repair history, noting that the heating part was addressed but the problem persists. A follow-up technician visit has been scheduled to resolve the ongoing heating issue.

[AI Summary]

[Contact Reason]

Customer reports washing machine not heating during wash cycles. Previous repair attempted but issue persists. [Product Symptom]

Symptom: Washing machine not heating water during cycles; clothes remain cold and unclean after washing.
Timeline/Duration: Issue began last week; persists after recent repair on Thursday.
Environment: Not Specified.
Self-troubleshooting: Customer opened the washing machine mid-cycle to check; confirmed clothes were cold.
History: Previous repair conducted last week; washing machine purchased from a retailer. [Agent Solutions]

Verify Issue: Confirmed washing machine not heating water; clothes remain cold after a 95-degree wash.
Check Repair History: Reviewed previous repair notes; confirmed heating part was replaced but issue persists.
Coordinate with Repair Department: Agent contacted repair department for further assistance regarding the ongoing issue.
Confirm Settings: Verified customer was using the correct settings (95 degrees on cotton wash) and load size (normal load).
Schedule Recall Visit: Agent scheduled another engineer visit for further inspection and repair.

[Final Resolution]

Engineer visit scheduled for further inspection. Reference number to be sent via SMS. [Service Notes]
N/A [Executive Summary] The customer contacted support regarding a washing machine that is not heating water during wash cycles, resulting in cold and unclean clothes. The agent confirmed the issue persists despite a previous repair. Troubleshooting steps included verifying the problem, checking repair history, and confirming settings. A recall visit was scheduled for further inspection, with a reference number to be sent to the customer.

[Request] BOOKING DONE TASK

CNU250913281242

Surname : ANNA LADA

Mobile Number : 07783877641

Post Code : BT13 3WF

1st Line of Address : 15 Heath Lodge Mews BT13 3WF

Email Address :

Model # :

Serial # :

DOP :

Retailer :

[Customer Issues] Extended Warranty

[Consultation contents] Note: Customer just ring u to know the status of their warranty for this unit. Closing this case now. If the customer will ring us back again, please assists. Thank you.

[AI Summary]

[Contact Reason]

Customer inquired about warranty status for a product. [Product Symptom]
N/A - Non-technical inquiry [Agent Solutions]

Model Number Verification: Customer provided model number as Foxtrot 6 Victorine 0 9 Bravo Tango Sierra Alpha.
Purchase Date Inquiry: Agent asked for purchase date; customer stated September 3, 202
Warranty Status Check: Agent confirmed the unit has an extended warranty.

[Final Resolution]

Warranty confirmed as extended. Customer did not proceed with booking service during the call. [Service Notes]
N/A [Executive Summary] The customer contacted LG customer service to verify the warranty status of their product. The agent confirmed the model number and inquired about the purchase date, which the customer provided. The agent successfully verified that the unit is under an extended warranty. The customer did not request to book service during the call.

[Request] DONE DOCU AND TASK

Surname :

Mobile Number : 07792260247

Post Code :

1st Line of Address :

Email Address :

Model # :

Serial # :

DOP : 06/09/2025 ORDERED AND DELIVERED 10/09/2025

Retailer :

[Customer Issues] FRIDGE FREEZER CURRYS CUR2566181948

[Consultation contents] [AI Summary]

[Contact Reason]

Customer inquired about a fridge freezer purchased from Currys. Noticed a dent in the door vent. [Product Symptom]

Symptom: Dent in the door vent of the fridge freezer.
Timeline/Duration: Purchased on Saturday, September 6; delivered on Wednesday, September 10.
Environment: Not Specified.
Self-troubleshooting: Not Specified.
History: Purchased online from Currys. [Agent Solutions]

Order Verification: Confirmed purchase date and delivery date.
Order Number Confirmation: Customer provided order number CUR2566181948 for reference.

[Final Resolution]

N/A - No Troubleshooting Steps Taken. [Service Notes]
N/A. [Executive Summary] The customer contacted regarding a dent in the door vent of a fridge freezer purchased online from Currys. The unit was bought on September 6 and delivered on September 10. The agent verified the order details and recorded the order number provided by the customer. No troubleshooting steps were taken during the call.

[AI Summary]

[Contact Reason]

Customer inquiring about a dent on a newly purchased fridge freezer. [Product Symptom]

Symptom: Dent on the door of the fridge freezer.
Timeline/Duration: Purchased on Saturday, September 6; delivered on Wednesday, September 10.
Environment: Not Specified.
Self-troubleshooting: Not Specified.
History: Purchased online from Currys. [Agent Solutions]

Verify Purchase Details: Confirmed purchase date and delivery date with the customer.
Order Number Confirmation: Customer provided order number for reference.
Contact Currys: Agent informed the customer that they would contact Currys for assistance regarding the dent.
Transfer to Currys: Agent initiated transfer to Currys for further assistance with the return or exchange process.

[Final Resolution]

Agent to transfer the customer to Currys for assistance with the dent issue. [Service Notes]
N/A. [Executive Summary] The customer contacted support regarding a dent on their newly purchased fridge freezer. The agent verified the purchase and delivery details, confirmed the order number, and informed the customer that they would contact Currys for assistance. The call was then transferred to Currys for further action regarding the dent. No additional troubleshooting steps were taken as the issue was directed to the retailer.

[Request] DONE TASK

CNU250913281556

Surname : GRAVES

Mobile Number : 07857560996

Post Code : DN36 4DY

1st Line of Address : 12 St. Johns Road, GRIMSBY, DN36 4DY, GB

Email Address : megan.grave89@outlook.com

Model # : GSL460ICEV.ADSQLGT

Serial # : 009TRZY08613

DOP : 01/09/2020

Retailer : CURRYS

[Customer Issues]

Unit is powered on

Freezer-19 Fridge Customer is requesting for the visit on Wednesday

[Consultation contents] [AI Summary]

[Contact Reason]

Customer reports freezer not freezing after recent engineer visit. [Product Symptom]

Symptom: Freezer not freezing properly; improved but still not functioning as expected.
Timeline/Duration: Last engineer visit on Wednesday, September 10.
Environment: Not Specified.
Self-troubleshooting: Not Specified.
History: Previous repair visit on September 10; engineer assessed the issue. [Agent Solutions]

Account Verification: Agent requested customer’s name and address for account access.
Repair Confirmation: Agent confirmed the last engineer visit date and checked repair details.
Symptom Clarification: Agent inquired if the issue was with the freezer only or both fridge and freezer.

[Final Resolution]

Next steps to be determined after further investigation of the freezer issue. [Service Notes]
N/A [Executive Summary] The customer contacted support regarding a freezer that is not freezing properly after an engineer's visit. The agent verified the customer's account and confirmed the last service date. The agent clarified that the issue is isolated to the freezer, while the fridge is functioning correctly. Further steps will be taken to address the unresolved issue with the freezer.

[AI Summary]

[Contact Reason]

Customer reports freezer not freezing after recent engineer visit. [Product Symptom]

Symptom: Freezer not freezing, only the freezer part affected, fridge functioning normally.
Timeline/Duration: Issue persists since engineer visit on September 10.
Environment: Not Specified.
Self-troubleshooting: Not Specified.
History: Engineer visit on September 10 for repair; 90-day recall period applicable. [Agent Solutions]

Verify Account: Checked customer account details and previous repair history.
Confirm Issue: Clarified that the issue is with the freezer only.
Recall Engineer: Informed customer about the 90-day recall policy for free service.
Document Information: Collected customer’s email and mobile number for booking.
Verify Serial Number: Assisted customer in locating and confirming the serial number.
Check Unit Status: Confirmed that the fridge is powered on and lights are functioning.
Record Temperatures: Noted temperatures: -19°C for freezer, 1°C for fridge.
Inspect Door and Gasket: Confirmed door closes properly and no visible damage to the gasket.
Check Air Vents: Verified no food blocking air vents and no frost buildup.
Schedule Visit: Booked another engineer visit for a Wednesday as requested by the customer.

[Final Resolution]

Engineer visit scheduled for a Wednesday. Reference number to be sent via SMS. [Service Notes]
Customer prefers engineer visits on Wednesdays due to availability. [Executive Summary] The customer contacted support regarding a freezer that is not freezing after an engineer's visit on September 10. The agent verified the issue, confirmed the unit's status, and scheduled a recall visit for another engineer. The customer requested the visit on a Wednesday, which was noted for scheduling. A reference number will be sent via SMS once the booking is confirmed.

[Request] BOOKING DONE TASK

Surname :

Mobile Number : 07966919953

Post Code :

1st Line of Address :

Email Address :

Model # :

Serial # :

DOP :

Retailer : CURRYS

[Customer Issues] THEY PURCHASE THE FRIDGE FROM CURRYS ON JUNE

[Consultation contents] [AI Summary]

[Contact Reason]

Inquiry about purchasing parts for a fridge. [Product Symptom]
Symptom: Scrape on the fridge door. - Timeline/Duration: Recently noticed after installation. - Environment: Not Specified. - Self-troubleshooting: Not Specified. - History: Recently delivered, installation delayed. [Agent Solutions]

Inquiry about parts: Agent asked what kind of part was needed.
Explanation of parts availability: Agent informed customer that doors are not provided and would be costly.
Guidance on replacement: Agent advised contacting the retailer for a possible replacement due to the return period.

[Final Resolution]

Customer advised to contact the retailer for a replacement. - Noted potential delay in return period due to installation issues. [Service Notes]
N/A. [Executive Summary] The customer contacted support to inquire about purchasing parts for their fridge, specifically a door due to a scrape. The agent explained that doors are not available for purchase and suggested contacting the retailer for a replacement, noting the return period. The customer mentioned a delay in installation, which may affect the return eligibility. The agent provided guidance on the next steps to resolve the issue.

[AI Summary]

[Contact Reason]

Inquiry about purchasing parts for a fridge. [Product Symptom]
Symptom: Customer reported a scratch on the fridge door. - Timeline/Duration: Delivered eight years ago, installed recently. - Environment: Not Specified. - Self-troubleshooting: Not Specified. - History: Purchased in June, delivery delayed due to kitchen installation. [Agent Solutions]

Inquiry about parts: Agent asked what kind of part the customer needed.
Explanation of part availability: Agent informed customer that doors are not provided by the company and suggested contacting the retailer for replacement.
Return period clarification: Agent explained the 28-day return period from the retailer and advised contacting them for a replacement.
Confirmation of purchase details: Agent asked where and when the unit was purchased.
Website referral: Agent provided the customer with the LG website for checking spare parts availability.

[Final Resolution]

Advised to contact the retailer for door replacement. Provided LG website for further inquiries about parts. [Service Notes]
N/A [Executive Summary] The customer contacted support to inquire about purchasing a door for their fridge, which had a scratch. The agent explained that the company does not sell doors and advised the customer to contact the retailer for a potential replacement, noting the 28-day return policy. The customer mentioned the fridge was delivered eight years ago but only recently installed. The agent provided the LG website for checking spare parts availability. No further troubleshooting steps were taken.

[Request] DONE TASK PROVIDED OUR PARTS WEBSITE

CNU250913282437

Surname : BLAKE

Mobile Number : 07578951447

Post Code : HR1 2TU

1st Line of Address : 41 Chartwell Road, HEREFORD, HR1 2TU, GB

Email Address : leahblake@me.com

Model # : F2Y708WBTN1.ABWQPUK

Serial # : 312PNGX4U615

DOP : 10/08/2024

Retailer : MARKS ELECTRICAL

[Customer Issues] WASHER FROM LG WEBSITE CRACKLING NOISE Few days ago

Unit is properly leveled. Customer clothes washing doesn't have any metal to it. Unit still draining properly. No error codes. Turned the drum by hand the cracking is not happening. Unit has proper spacing in the sides and at the back. Issue persists.

No parking permit needed.

[Consultation contents] [AI Summary]

[Contact Reason]

Customer reports a washing machine making a weird crackling noise. Inquires about warranty status. [Product Symptom]

Symptom: Crackling noise during wash cycle, less noticeable during spin cycle.
Timeline/Duration: Started a few days ago.
Environment: Not Specified.
Self-troubleshooting: Not Specified.
History: Purchased on August 10, 2024, from Marks Electrical Appliances. [Agent Solutions]

Verify Purchase Date: Confirmed purchase date as August 10, 2024.
Request Serial Number: Instructed customer to find serial number on the washer door sticker.
Confirm Serial Number: Customer provided serial number; agent verified it.
Create Account: Agent created an account for the customer for further assistance.
Inquire About Noise: Asked when the crackling noise started; customer stated it began a few days ago.
Clarify Noise Occurrence: Determined that the noise occurs mainly during the wash cycle.

[Final Resolution]

Next steps to be determined based on further troubleshooting or service needed for the noise issue. [Service Notes]
N/A [Executive Summary] The customer contacted support regarding a washing machine making a crackling noise, primarily during the wash cycle. The agent verified the purchase date and serial number, created an account for the customer, and gathered details about the noise occurrence. Next steps will involve further troubleshooting or service arrangements to address the issue.

[AI Summary]

[Contact Reason]

Customer reports a washing machine making a weird crackling noise. Inquires about warranty status. [Product Symptom]

Symptom: Crackling noise during the wash cycle, less noticeable during the spin cycle.
Timeline/Duration: Started a few days ago.
Environment: Not Specified.
Self-troubleshooting: Not Specified.
History: Purchased on August 10, 2024, from Marks Electrical Appliances. [Agent Solutions]

Verify Purchase Date: Confirmed purchase date as August 10, 2024.
Request Serial Number: Customer provided serial number after guidance on locating it.
Create Account: Agent created an account for the customer for further assistance.
Document Noise Issue: Agent documented the crackling noise issue and requested a short video for further analysis.
Check Leveling: Confirmed washing machine is properly leveled using a spirit level.
Inquire About Load Contents: Confirmed no zippers or metals in the laundry load.
Check Drainage: Confirmed the unit is draining properly.
Check for Error Codes: No error codes reported by the customer.
Manual Drum Check: Customer confirmed no noise when turning the drum by hand.
Confirm Spacing: Customer confirmed proper spacing around the unit.
Discuss Warranty: Explained that the unit is still under warranty and eligible for extended warranty with proof of purchase.
Request Video and Invoice: Instructed customer to send a short video of the noise and proof of purchase for warranty registration.

[Final Resolution]

Customer to send a short video of the noise and proof of purchase. Agent will coordinate with technical experts for further action. No payment required as the unit is under warranty. [Service Notes]
Customer's washing machine was manufactured in December 2023. Warranty status confirmed as still valid. [Executive Summary] The customer contacted support regarding a crackling noise from their washing machine, which started a few days ago. The agent verified the purchase date and created an account for the customer. Several troubleshooting steps were taken, including checking the machine's leveling, load contents, drainage, and error codes, all of which were normal. The customer was instructed to provide a video of the noise and proof of purchase for warranty registration. The unit is confirmed to be under warranty, and no payment is required for service. The agent will follow up with technical experts once the video is received.

[Request] BOOKING ONCE RECEIVED THE VIDEO AND REGISTER IT. DONE TASK

CNU250913282585

Surname : THOMAS

Mobile Number : 07879428127

Post Code : B72 1AP

1st Line of Address : 23 Holifast Road, SUTTON COLDFIELD, WARWICKSHIRE, B72 1AP, GB

Email Address :

Model # :

Serial # :

DOP :

Retailer :

[Customer Issues] ENGINEER

[Consultation contents] [AI Summary]

[Contact Reason]

Customer received a missed call regarding an engineer visit for the washing machine. [Product Symptom]
N/A - Non-technical inquiry [Agent Solutions]

Account Verification: Customer's surname and address were confirmed for account access.
Case Coordination: Agent coordinated with the resolutions team regarding the customer's case.
Transfer Preparation: Agent informed the customer about the transfer to the resolutions team and requested patience.

[Final Resolution]

Transfer to resolutions team initiated. Customer advised to stay on the line for further assistance. [Service Notes]
N/A [Executive Summary] The customer contacted support regarding a missed call about an engineer visit for their washing machine. The agent verified the customer's account details and coordinated with the resolutions team for further assistance. The customer was informed about the transfer process and asked to remain on the line. The call was focused on ensuring a quick response due to the customer's work commitments.

[AI Summary]

[Contact Reason]

Customer received a missed call regarding an engineer visit for a washing machine. [Product Symptom]
N/A - Non-technical inquiry [Agent Solutions]

Account Verification: Customer's surname and address were confirmed for account access.
Case Coordination: Agent noted the case and coordinated with the resolutions team for further assistance.
Transfer Request: Agent assured the customer of a quick transfer to the resolutions team.

[Final Resolution]

Transfer to resolutions team for further handling of the case. Customer requested prompt assistance due to being at work. [Service Notes]
N/A [Executive Summary] The customer contacted support regarding a missed call about an engineer visit for their washing machine. The agent verified the customer's account details and coordinated with the resolutions team for further assistance. The customer requested a quick response due to being at work. The agent assured the customer of a prompt transfer to the resolutions team for case handling.

[Request] DONE DOCU AND TASK TRANSFERED TO RESO

Surname : MEALOR

Mobile Number : 07511785913

Post Code : CH8 7HD

1st Line of Address : 35 Bala Avenue, HOLYWELL, CH8 7HD, GB

Email Address :

Model # :

Serial # :

DOP :

Retailer :

[Customer Issues] WASHER OE

Cleaned the filter. Drain hose is not blocked

[Consultation contents]

[AI Summary]

[Contact Reason]

Customer experiencing issues with LG washing machine. Requesting assistance to determine warranty status and troubleshoot the problem. [Product Symptom]

Symptom: Washing machine stops mid-cycle, displays error code OE, making grinding noise.
Timeline/Duration: Occurred over the last week, intermittent during different cycles.
Environment: Not Specified.
Self-troubleshooting: Customer checked the filter, husband attempted to inspect it.
History: Not Specified. [Agent Solutions]

Account Check: Agent requested customer details to verify warranty status.
Serial Number Inquiry: Agent asked customer to locate the serial number on the washing machine.
Error Code Discussion: Agent confirmed the error code OE indicates a drainage issue.
Cycle Observation: Agent noted customer reported machine stops at 30 minutes remaining, making grinding noise.

[Final Resolution]

N/A - No Troubleshooting Steps Taken. [Service Notes]
N/A. [Executive Summary] Customer contacted support regarding issues with an LG washing machine, specifically stopping mid-cycle and displaying an error code OE. The agent verified customer details and discussed the symptoms, including a grinding noise and intermittent issues during different wash cycles. No troubleshooting steps were taken during the call. Further assistance may be required to resolve the drainage issue.

[AI Summary]

[Contact Reason]

Customer experiencing issues with LG washing machine. Requesting assistance to check warranty status and potential repair options. [Product Symptom]

Symptom: Washing machine displays OE error code, fails to drain, makes grinding noise, and gets stuck during cycles.
Timeline/Duration: Issue has been occurring for about a week. Noticed during quick wash and mix cycle.
Environment: Not Specified.
Self-troubleshooting: Customer and husband checked and attempted to clean the filter, looked for kinks in the hose, and blew into the hose to check for blockages.
History: Purchased in 2018, customer activated a 10-year warranty for the direct drive motor. [Agent Solutions]

Verify Warranty: Checked warranty status; unit purchased in 2018, out of standard two-year warranty.
Explain Warranty Coverage: Informed customer that 10-year warranty covers only the motor, not labor or parts.
Provide Repair Options: Offered contact information for authorized service center for potential repairs.
Send SMS: Sent SMS with contact numbers for the authorized service center to the customer.

[Final Resolution]

Provided contact numbers for authorized service center. Customer advised to coordinate repair directly with them. [Service Notes]
Customer activated a 10-year warranty for the direct drive motor. Unit is over six years old, which may affect parts availability. [Executive Summary] The customer contacted support regarding issues with their LG washing machine, specifically an OE error code indicating drainage problems and unusual noises during operation. The agent verified that the unit was purchased in 2018 and explained that it is out of the standard warranty period, although a 10-year warranty for the motor is active. The agent provided contact information for an authorized service center for repair options and sent the details via SMS. The customer was advised to reach out to the service center for further assistance.

[Request] DOCU

CNU250913282866

Surname : MAW

Mobile Number : 07906490872

Post Code : DN15 8JD

1st Line of Address : 14 Linnet Close, Scunthorpe, DN15 8JD

Email Address : john.maw@talk21.com

Model # :

Serial # : 503PWXBM4402

DOP : 02/04/2025

Retailer : CURRYS

[Customer Issues] WASHER FABRIC

Softener is liquid unit is properly balanced no error codes

23/09 is the call back for the custmer because customer will be overseas for wrk [Consultation contents] [AI Summary]

[Contact Reason]

Customer reports issue with washing machine under warranty. Soap dispenser leaking conditioner into the washing machine. [Product Symptom]

Symptom: Soap dispenser leaking conditioner directly into the washing machine.
Timeline/Duration: Not Specified.
Environment: Not Specified.
Self-troubleshooting: Customer regularly cleans the dispenser tray.
History: Purchased in April 2023. [Agent Solutions]

Account Verification: Attempted to verify customer account details.
Information Gathering: Collected customer’s address and email for account setup.
Email Confirmation: Confirmed email address but found no registered account.
Cleaning Inquiry: Asked if the fabric conditioner exceeded the max line; customer confirmed it did not.
Detergent Type: Inquired about detergent type; customer confirmed using liquid detergent.
Balance Check: Asked if the unit was properly balanced; customer confirmed it was installed correctly.
Error Codes: Confirmed no error codes present.
Parking Permit: Inquired about parking permit requirements; customer confirmed none needed.

[Final Resolution]

Account needs to be edited for proper registration. Further troubleshooting required after account verification. [Service Notes]
N/A [Executive Summary] The customer contacted support regarding a leaking soap dispenser on their washing machine, which is still under warranty. The agent attempted to verify the customer’s account but found no registered information. Several troubleshooting questions were asked, including cleaning the dispenser, detergent type, and unit balance, all of which the customer confirmed were appropriate. The next steps involve editing the account for proper registration before further troubleshooting can be conducted.

[AI Summary]

[Contact Reason]

Customer experiencing leaking from the soap dispenser of the washing machine. Requesting assistance under warranty. [Product Symptom]

Symptom: Soap dispenser leaking conditioner directly into the washing machine.
Timeline/Duration: Not Specified.
Environment: Not Specified.
Self-troubleshooting: Customer has cleaned the dispenser tray regularly.
History: Purchased in April of the current year. [Agent Solutions]

Account Verification: Attempted to verify customer account details, but found missing information.
Information Gathering: Collected customer’s address and email for account setup.
Cleaning Confirmation: Asked if the fabric conditioner exceeded the max line; confirmed it did not.
Detergent Type: Inquired about detergent type; customer confirmed using liquid detergent.
Balance Check: Asked if the unit was properly balanced; customer confirmed it was installed correctly.
Repair Booking: Scheduled a repair visit; engineer will contact the customer within two business days.
Preferred Call Date: Customer requested the engineer to call after September 23 due to unavailability.
Reference Number Provided: Provided a reference number for the case to avoid repeating information.

[Final Resolution]

Repair service scheduled; engineer to contact customer after September 23. Reference number provided for future reference. [Service Notes]
Customer will be unavailable for calls until September 23 due to overseas business trip. [Executive Summary] The customer reported a leaking soap dispenser on their washing machine, which is still under warranty. The agent verified account details and gathered necessary information but found some missing data. The customer confirmed regular cleaning of the dispenser and that the unit is balanced. A repair visit was scheduled, with the engineer set to contact the customer after September 23 due to their unavailability. A reference number was provided to streamline future communications.

[Request] DOCU

CNU250913282953

Surname : CALVERT

Mobile Number : 07913767212

Post Code : BH9 1TF

1st Line of Address : 5 Mayfield Road, BOURNEMOUTH, HAMPSHIRE, BH9 1TF, GB

Email Address : davidcalvert@virginmedia.com

Model # :

Serial # :

DOP : 05/11/2023

Retailer : CURRYS

[Customer Issues] Customer has a disability

Note: Customer has a disability and might not be able to kneel down to look on the machine. The washer is currently on so once the wash is done customer will ring us back please assists. Thank you.

[Consultation contents] [AI Summary]

[Contact Reason]

Customer inquiring about warranty service for a washing machine. [Product Symptom]

Symptom: Customer reports an issue with the washing machine door, specifically a leak.
Timeline/Duration: Not Specified.
Environment: Not Specified.
Self-troubleshooting: Not Specified.
History: Purchased in November 2023, under warranty. [Agent Solutions]

Account Verification: Agent requested customer’s name and postcode to check the account.
Reference Number Explanation: Agent explained the need for the washing machine's reference number for service.
Video Evidence Inquiry: Agent discussed the possibility of providing a video as evidence of the issue.

[Final Resolution]

Customer advised to provide a video of the issue if possible, but it is not mandatory. Agent emphasized the need for the reference number for warranty service. [Service Notes]
Customer has difficulty bending down to check the washing machine door. [Executive Summary] The customer contacted support regarding a leaking washing machine door, seeking warranty service. The agent verified the account and explained the necessity of the washing machine's reference number for processing the warranty claim. The agent also discussed the option of providing a video as evidence of the issue, clarifying that it is not mandatory. The customer expressed concerns about the difficulty of providing video evidence due to physical limitations.

[AI Summary]

[Contact Reason]

Customer inquiring about warranty service for a washing machine. [Product Symptom]

Symptom: Customer reports a leak from the washing machine door.
Timeline/Duration: Not Specified.
Environment: Not Specified.
Self-troubleshooting: Not Specified.
History: Purchased in November 2023, under warranty. [Agent Solutions]

Account Verification: Agent requested customer’s name and postcode to check account details.
Reference Number Explanation: Agent explained the need for the washing machine's reference number for service.
Video Evidence Inquiry: Agent requested a video or photo of the leak for the engineer's review.
Customer's Concerns Addressed: Agent acknowledged customer’s difficulty in providing video evidence due to physical limitations.
Next Steps Clarified: Agent advised customer to check the washing machine after the current cycle to gather evidence.

[Final Resolution]

Customer to provide video or photo evidence of the leak after the washing cycle completes. Agent confirmed that evidence is needed for warranty service approval. [Service Notes]
Customer has difficulty bending down to provide evidence due to physical limitations. [Executive Summary] The customer contacted support regarding a leaking washing machine under warranty, purchased in November 2023. The agent verified the account and explained the necessity of providing a reference number and evidence of the leak. The customer expressed concerns about the difficulty of providing video evidence due to physical limitations. The agent clarified the next steps, advising the customer to check the machine after the current cycle to gather evidence. The customer agreed to follow up after completing the washing cycle.

[Request] DONE TASK

CNU250913283086

Surname : THOMAS

Mobile Number : 07776155600

Post Code : DE4 3PW

1st Line of Address : 42 Clifton Road, MATLOCK, DE4 3PW, GB

Email Address : petra.a.thomas@icloud.com

Model # : F4Y510WBLN1.ABWQPUK

Serial # : 506PNWK88033

DOP : 08/09/2025 ordered and delivered 12/09

Retailer : AO

[Customer Issues] AO WASHER BANGING NOISE

The transit vaults has been removed

No parking permit needed.

No error codes. Shipping volts has been removed. Unit is properly leveled. Unit has proper spacing in then side and at the back.

[Consultation contents] [AI Summary]

[Contact Reason]

Customer experiencing loud banging noise from washing machine during slow spin. Requesting assistance for the issue. [Product Symptom]

Symptom: Loud banging noise during slow spin cycle. Manual movement of drum possible. Noise occurs when spinning.
Timeline/Duration: Not Specified.
Environment: Not Specified.
Self-troubleshooting: Not Specified.
History: Purchased on September 8, 2025, delivered and installed on September 12, 2025. [Agent Solutions]

Verify Issue: Confirmed customer reports of loud banging noise during slow spin.
Check Installation: Confirmed transit bolts have been removed.
Account Creation: Attempted to create an account for the customer due to lack of existing account.
Request Additional Information: Asked for customer’s surname, postcode, address, and email for account setup.
Request Video Evidence: Requested a short video of the issue for technical assessment.
Transfer Call: Prepared to transfer customer to repair department for further assistance.

[Final Resolution]

Customer needs to provide video evidence of the issue for booking repair service. Account creation in progress. [Service Notes]
N/A. [Executive Summary] The customer reported a loud banging noise from the washing machine during the slow spin cycle. The agent confirmed the removal of transit bolts and attempted to create an account for the customer, as none existed. The agent requested a short video of the issue for technical assessment and prepared to transfer the customer to the repair department for further assistance. The next step involves obtaining the requested video evidence to proceed with the repair booking.

[AI Summary]

[Contact Reason]

Customer experiencing a loud banging noise from washing machine during slow spin. Requesting assistance for the issue. [Product Symptom]

Symptom: Loud banging noise during slow spin cycle.
Timeline/Duration: Not Specified.
Environment: Not Specified.
Self-troubleshooting: Customer manually moved the drum; confirmed transit bolts removed.
History: Purchased on September 8, 2025; delivered and installed on September 12, 2025. [Agent Solutions]

Verify Issue: Confirmed customer reports of banging noise during spin cycle.
Account Creation: Noted no existing account; initiated account creation for service booking.
Request for Evidence: Asked customer for a video of the noise and photo of removed transit bolts.
Confirm Details: Collected customer’s personal information for account setup.
Discuss Replacement: Explained that replacement requires confirmation of fault from manufacturer.
Error Code Inquiry: Asked if any error codes displayed; confirmed none present.
Leveling Check: Inquired if the machine was properly leveled; customer confirmed it was.
Spacing Check: Confirmed proper spacing around the machine.
Video Submission Instructions: Provided instructions for sending a video of the noise during an empty cycle.
SMS Confirmation: Sent SMS with a link for video submission and case number.

[Final Resolution]

Customer to send a short video of the noise during an empty cycle. Agent will coordinate with technical experts for inspection once received. [Service Notes]
Customer expressed dissatisfaction with the product and previous issues with another appliance. [Executive Summary] The customer reported a loud banging noise from the washing machine during the slow spin cycle. The agent confirmed the issue and initiated account creation for service booking. The customer was asked to provide a video of the noise and was informed that a replacement would require confirmation of a fault. The agent provided instructions for video submission and sent an SMS with a link for the customer to use. The next steps involve receiving the video for further inspection.

[Request] ONCE RECEIVED THE VIDEO WE WILL BOOK DONE TASK

CNU250913283365

Surname : SAGHIR

Mobile Number : 07774564881

Post Code : BD8 7QT

1st Line of Address : 32 Peel Square, BRADFORD, YORKSHIRE, BD8 7QT, GB

Email Address : irem_s@icloud.com

Model # : F4V310SSE.ASSQWUK

Serial # : 202PWMQMB659

DOP : 28/06/2022

Retailer : SONIC MEGASTORE

[Customer Issues] WASHER 2022 BANGING NOISE LAST WEEK

No parking permit needed.

Unit is properly leveled. No error codes. Customer is putting normal loads in a wash. Cleaned filter. Drain hose is draining properly and no blockage. Unit has a proper spacing in the sides and at the ack. Issue persists.

[Consultation contents] [AI Summary]

[Contact Reason]

Customer inquiring about washing machine issues. Reports loud banging noise during spin cycle. [Product Symptom]

Symptom: Loud banging noise during spin cycle.
Timeline/Duration: Started last week, worsening since then.
Environment: Not Specified.
Self-troubleshooting: Not Specified.
History: Purchased in 2022, registered for warranty. [Agent Solutions]

Verify Issue: Agent confirmed the customer reported a loud banging noise during the spin cycle.
Request Video: Agent asked if the customer could provide a video of the noise.
Verify Customer Information: Agent requested customer’s surname and postal code for account verification.
Check Registration: Agent checked the account for registration status of the washing machine.
Request Serial Number: Agent asked for the serial number to confirm warranty status.
Confirm Warranty Status: Agent informed the customer that the unit is not registered in the system and is out of warranty.

[Final Resolution]

Customer advised to provide a video of the noise. Agent confirmed the unit is out of warranty. [Service Notes]
Customer believes the washing machine was registered for warranty but cannot provide the serial number. [Executive Summary] The customer contacted support regarding a loud banging noise from their washing machine during the spin cycle, which began last week and has worsened. The agent requested a video of the noise and verified the customer's information. Upon checking, the agent found that the washing machine is not registered in the system and is out of warranty. The customer is advised to provide a video for further assistance.

[AI Summary]

[Contact Reason]

Customer inquiring about washing machine issues; loud banging noise during spin cycle. [Product Symptom]

Symptom: Loud banging noise during spin cycle.
Timeline/Duration: Started last week; worsening since then.
Environment: Not Specified.
Self-troubleshooting: Cleaned the filter; checked for blockages.
History: Purchased on June 28, 2022; registered for warranty. [Agent Solutions]

Verify Issue: Confirmed loud banging noise during spin cycle.
Check Registration: Found unit not registered in the system; out of warranty.
Discuss Warranty: Explained standard 2-year warranty; extended warranty options available.
Request Documentation: Asked for receipt and serial number for warranty registration.
Verify Machine Condition: Confirmed machine is properly leveled, no error codes, normal load, and no drainage issues.
Request Video: Instructed customer to provide a short video of the noise during an empty cycle.
Send SMS Link: Sent SMS with link for uploading video and documentation.

[Final Resolution]

Customer to provide video and documentation for warranty registration. Repair service to be scheduled upon approval. [Service Notes]
Customer has attempted self-troubleshooting. Needs to provide video and documentation for warranty processing. [Executive Summary] The customer reported a loud banging noise from the washing machine during the spin cycle, which started last week and has worsened. The agent confirmed the unit is out of warranty and discussed options for extended warranty registration. The customer was instructed to provide a short video of the noise and documentation for warranty processing. An SMS link was sent for uploading the required information. The next steps involve waiting for the customer to submit the video and documentation for repair scheduling.

[Request] WILL WAIT FOR THE DOCU UPLOAD DONE TASK

CNU250913283671

Surname : RILEY

Mobile Number : 07546765233

Post Code : CM0 7PH

1st Line of Address : Gatehouse, Bacons Chase, Bradwell-on-Sea, SOUTHMINSTER, CM0 7PH, GB

Email Address : gatehouse-carpentry@live.com

Model # : F2T208WSE

Serial # : 306VOGWO7631

DOP :

Retailer : CURRYS

[Customer Issues] Not spinning not draining

No error. Cleaned filter. Drain hose is not draining after cleaning. Unit is properly leveled.

No parking permit needed.

[Consultation contents] [AI Summary]

[Contact Reason]

Customer reports washing machine not spinning or draining. [Product Symptom]

Symptom: Washing machine not spinning or draining water.
Timeline/Duration: Approximately nine months of use.
Environment: Rental property.
Self-troubleshooting: Customer cleaned the filter; found a blue plastic piece hanging down.
History: Recently purchased, approximately nine to eleven months ago. [Agent Solutions]

Verify Error Codes: Inquired if any error codes were displayed on the washing machine.
Check Filter: Confirmed customer cleaned the filter.
Identify Blue Plastic Piece: Asked customer to describe the blue plastic piece found near the filter.
Consult Owner's Manual: Downloaded and checked the owner's manual for relevant information.
Coordinate with Technical Experts: Informed customer that technical experts need a photo of the blue piece for verification.
Create Customer Account: Established an account for the customer for further assistance.
Collect Customer Information: Gathered customer’s name, mobile number, postcode, and email address.
Verify Serial Number: Collected and verified the serial number of the washing machine.
Request Purchase Information: Asked for the purchase date and method.

[Final Resolution]

Technical experts will review the photo of the blue piece. Customer will receive an email with the receipt for the washing machine. [Service Notes]
N/A [Executive Summary] The customer contacted support regarding a washing machine that is not spinning or draining after approximately nine months of use in a rental property. The agent confirmed the customer had cleaned the filter and identified a blue plastic piece hanging near it. The agent consulted the owner's manual and coordinated with technical experts, who requested a photo of the blue piece for further analysis. An account was created for the customer, and relevant information was collected, including the serial number and purchase details. The next step involves the customer sending a photo for technical review.

[AI Summary]

[Contact Reason]

Customer experiencing issues with washing machine; not spinning and not draining. [Product Symptom]

Symptom: Washing machine not spinning or draining water. Customer reports a blue plastic part hanging down near the filter.
Timeline/Duration: Not Specified.
Environment: Rental property.
Self-troubleshooting: Customer cleaned the filter; no blockage found.
History: Approximately nine months old; purchased online. [Agent Solutions]

Verify Error Codes: Inquired if any error codes were displayed on the washing machine.
Check Filter: Confirmed customer cleaned the filter and asked about the blue plastic part.
Review Owner's Manual: Downloaded and checked the owner's manual for information on the blue part.
Consult Technical Experts: Coordinated with technical experts regarding the blue plastic part; requested a photo for verification.
Create Customer Account: Established an account for the customer to assist with the ongoing issue.
Collect Customer Information: Gathered customer’s contact details and verified them.
Discuss Warranty: Explained standard warranty coverage for parts and labor.
Send SMS: Sent an SMS to the customer with case details and instructions for sending the photo.

[Final Resolution]

Customer to send a photo of the blue plastic part for further investigation. Agent will book the unit for service upon receipt of the photo. [Service Notes]
N/A [Executive Summary] The customer contacted support regarding a washing machine that is not spinning or draining. The agent verified the issue, confirmed the customer had cleaned the filter, and noted a blue plastic part hanging near the filter. The agent consulted technical experts and requested a photo of the part for further analysis. An account was created for the customer, and warranty information was provided. The customer will send the photo for service booking.

[Request] WILL BOOK ONCE RECEIVE THE PHOTO DONE TASK

CNU250913283749

Surname : PHAM

Mobile Number : 07947624238

Post Code : N22 5AG

1st Line of Address : 19B Arcadian Gardens, LONDON, N22 5AG, GB

Email Address : dpham004@aol.com

Model # : F2Y508WBLN1.ABWQPUK

Serial # : 412PNXLE5354

DOP : 25/05/2025

Retailer : AO RETAIL LTD C/O EXPERT 360

[Customer Issues] Customer called at;east 4 timse about the re[air repair has nt been resolve customer is waiiting for the appoint the video attaced to the acunt evne tho cuatsome has been sent it.

[Consultation contents] [AI Summary]

[Contact Reason]

Customer inquiring about the status of a repair for a washing machine. Expressed frustration over repeated requests to upload a video for the repair process. [Product Symptom]
Symptom: Customer has been asked multiple times to upload a video related to the washing machine issue. - Timeline/Duration: Multiple calls made regarding the issue; specific dates not mentioned. - Environment: Not Specified. - Self-troubleshooting: Customer has already uploaded a video previously. - History: Customer has contacted support multiple times regarding the same issue. [Agent Solutions]

Verification: Agent verified customer account details for assistance.
Case Review: Agent checked the status of the case and noted that the video was not attached in the system.
Video Length Inquiry: Agent inquired about the length of the video uploaded by the customer.
Explanation: Agent explained that the video might be too long, preventing it from being attached to the system.

[Final Resolution]

Customer advised to upload the video again for the repair process to proceed. Agent acknowledged the need for a different engineer to visit. [Service Notes]
Customer has experienced a lengthy and frustrating process with multiple calls regarding the washing machine repair. [Executive Summary] The customer contacted support regarding the ongoing issue with their washing machine and expressed frustration over repeated requests to upload a video for repair. The agent verified the customer's account and found that the video was not attached, possibly due to its length. The customer was advised to upload the video again to facilitate the repair process. The situation has involved multiple calls, indicating a prolonged resolution effort.

[AI Summary]

[Contact Reason]

Customer inquiring about repair status for washing machine. Frustration over repeated calls and video upload issues. [Product Symptom]
Symptom: Repair request for washing machine unresolved. Customer asked to upload video again due to length issues. - Timeline/Duration: Customer has been waiting for approximately two to three weeks for an appointment. - Environment: Not Specified. - Self-troubleshooting: Customer uploaded video multiple times. - History: Customer has contacted support at least four times regarding the repair. [Agent Solutions]

Verification: Confirmed customer account details for reference.
Issue Identification: Explained that the video was not attached due to length.
Complaint Process: Offered to escalate the issue to a supervisor and provide a complaint reference.
Reference Number: Provided a new reference number for the complaint.
Follow-up Timeline: Informed customer that a manager would contact them within two business days.

[Final Resolution]

Complaint reference number provided. Manager to call within two business days. Customer advised to expect a call on Monday or Tuesday. [Service Notes]
Customer has expressed dissatisfaction with the repair process. Multiple calls made regarding the same issue. [Executive Summary] The customer contacted support regarding an unresolved washing machine repair, expressing frustration over the need to re-upload a video due to its length. The agent verified account details, identified the issue with the video attachment, and offered to escalate the complaint. A new reference number was provided, and the customer was informed that a manager would reach out within two business days. The customer has made multiple calls regarding this issue and is awaiting further communication.

[Request] DONE TASK AND TAGGED TO LVL 2

CNU250913284008

Surname : SOHANTA

Mobile Number : 07933441808

Post Code : UB1 3EY

1st Line of Address : 25 Cambridge Road, SOUTHALL, UB1 3EY, GB

Email Address : jesse_sohanta@hotmail.com

Model # : F4V710WTSH.ABWQWUK

Serial # : 210PWRJME270

DOP : 23/01/2024

Retailer : Appliance Electronics

[Customer Issues] U5 2 weeks now the odor

Unplugged and plug in. Used tub clean 2 times a month. Cleaned the gasket. Customer used a washer cleaner. Cleaned the filter. Unit is properly balanced. Drain hose is not blocked and still draining properly.

No parking permit needed.

[Consultation contents] [AI Summary]

[Contact Reason]

Customer experiencing issues with washing machine. Error code U5 displayed. Machine not washing properly, water buildup, and unpleasant smell. [Product Symptom]

Symptom: Error code U5 indicating vibration sensor error. Machine not draining properly, clothes coming out drenched, water buildup at the bottom of the drum.
Timeline/Duration: Issue started approximately 2 weeks ago.
Environment: Not Specified.
Self-troubleshooting: Unplugged the appliance, cleaned the filter, used washing machine cleaner, checked for mold in the rubber seal.
History: Regular maintenance performed previously, but reduced usage to 1-2 times a month recently due to busy schedule. [Agent Solutions]

Verify Error Code: Confirmed U5 error code indicating vibration sensor issue.
Unplug Appliance: Suggested unplugging the unit for a few minutes and plugging it back in. Customer already tried this.
Maintenance Inquiry: Asked about frequency of tub cleanings; advised to perform at least four times a month for maintenance.
Check Balance: Inquired if the machine is properly balanced; customer confirmed it is level.
Drainage Check: Confirmed that the machine is not draining properly; customer stated plumbing is fine.
Request for Photo: Asked customer to take a photo of the error code for documentation.
Diagnostic Mode: Instructed customer to run a diagnostic cycle (speed 14) without clothes to check for error code reappearance.

[Final Resolution]

Customer to run diagnostic cycle and take a photo of the error code. Account created for further assistance. Follow-up needed based on diagnostic results. [Service Notes]
N/A [Executive Summary] The customer reported issues with their washing machine, specifically an error code U5 indicating a vibration sensor problem. The agent confirmed the error and suggested troubleshooting steps, including unplugging the machine and checking maintenance routines. The customer has performed several self-troubleshooting actions but continues to experience water buildup and drainage issues. The agent instructed the customer to run a diagnostic cycle and take a photo of the error code for further assistance. An account was created for the customer to facilitate ongoing support.

[AI Summary]

[Contact Reason]

Customer experiencing issues with washing machine. Reports error code U5, indicating a vibration sensor error. Machine not washing properly, water buildup, and unpleasant smell. [Product Symptom]

Symptom: Error code U5 displayed. Washing machine not draining properly, water accumulating at the bottom. Clothes coming out drenched. Unpleasant smell noted.
Timeline/Duration: Issue started approximately two weeks ago.
Environment: Not Specified.
Self-troubleshooting: Customer unplugged the machine, cleaned the filter, used washing machine cleaner, and checked for blockages.
History: Regular maintenance performed until recent weeks due to busy schedule. Machine purchased approximately one year ago. [Agent Solutions]

Verify Error Code: Confirmed error code U5 indicates a vibration sensor error.
Troubleshooting Steps: Suggested unplugging the machine for a few minutes and plugging it back in.
Maintenance Advice: Advised customer to use tub clean cycle at least four times a month for maintenance.
Check Balance: Confirmed washing machine is properly balanced.
Drainage Check: Customer confirmed no plumbing issues; water is not draining properly.
Account Creation: Created an account for the customer to assist with the error.
Request for Photo: Requested a photo of the error code displayed on the washing machine for documentation.
Diagnostic Steps: Instructed customer to run a specific cycle (speed 14) without clothes to check for error code.
Warranty Verification: Confirmed standard two-year warranty still valid until January 2026.
Repair Scheduling: Explained that repair department will contact customer within two business days for scheduling.

[Final Resolution]

Customer to wait for a follow-up from the repair department regarding the booking of a technician. Advised to take a photo of the error code if it appears again. No immediate troubleshooting steps taken beyond those already performed. [Service Notes]
Customer has been using the washing machine regularly until recently. No parking permit required for technician visit. [Executive Summary] The customer reported issues with their washing machine, specifically an error code U5 indicating a vibration sensor error, along with drainage problems and unpleasant odors. The agent confirmed the error and provided troubleshooting steps, including unplugging the machine and maintaining regular cleaning cycles. An account was created for the customer, and a request for a photo of the error code was made. The customer was informed that the repair department would contact them within two business days to schedule a technician visit. The warranty status was verified, confirming coverage until January 2026.

[Request] WAITING FOR THE ERROR CODE AND TAG TO WG FOR BOOKING DONE TASK

CNU250913284344

Surname : DALEY

Mobile Number : 07391889136

Post Code : LS9 6DH

1st Line of Address : 16 Compton Crescent, LEEDS, LS9 6DH, GB

Email Address : zaquirahdaley@hotmail.com

Model # :

Serial # :

DOP :

Retailer : LG ELECTRONICS

[Customer Issues] FRIDGE FREEZER AND DISHWASHER 8000601059

[Consultation contents] Order number: 8000601059 [AI Summary]

[Contact Reason]

Inquiry about delivery assistance for a recently ordered freezer. Customer requests additional delivery personnel due to previous issues with delivery. [Product Symptom]
N/A - Non-technical inquiry [Agent Solutions]

Order Verification: Verified the order number provided by the customer.
Address Confirmation: Confirmed the new address for delivery.
Customer Information Update: Collected additional information for account verification.
Delivery Personnel Inquiry: Discussed the need for more delivery personnel due to the size of the property.

[Final Resolution]

Customer's order details verified. Additional delivery personnel request noted. Awaiting further assistance regarding delivery arrangements. [Service Notes]
Customer recently moved to a larger property. Previous order was refunded due to size issues. [Executive Summary] The customer contacted support to inquire about delivery assistance for a newly ordered freezer, requesting more personnel due to past delivery issues. The agent verified the order and confirmed the new address. Customer information was updated for account verification. The request for additional delivery personnel was noted, and further assistance regarding delivery arrangements is pending.

[AI Summary]

[Contact Reason]

Inquiry about delivery assistance for a recently ordered freezer. Customer requests additional personnel for delivery due to previous issues. [Product Symptom]
N/A - Non-technical inquiry [Agent Solutions]

Verify Order Number: Confirmed order number 830601059 with the customer.
Confirm Customer Details: Collected customer surname and address details for verification.
Address Change Inquiry: Inquired about the customer's recent move to a larger property.
Transfer to LG Shop Department: Informed the customer that the delivery inquiry would be handled by the LG shop department and initiated the transfer.

[Final Resolution]

Customer transferred to LG shop department for further assistance with delivery arrangements. [Service Notes]
Customer recently moved to a larger property. Previous order was refunded due to size issues. [Executive Summary] The customer contacted support regarding delivery assistance for a newly ordered freezer, requesting additional personnel due to past delivery issues. The agent verified the order number and customer details, confirmed the customer's recent move to a larger property, and informed the customer that the LG shop department would handle the delivery inquiry. The customer was then transferred to the appropriate department for further assistance.

[Request] DONE TRANSFERRED TO OBS AND TASK

CNU250913284471

Surname : CULLIS

Mobile Number : 07950427164

Post Code : MK40 2BD

1st Line of Address : 10 Byron Crescent MK40 2BD BEDFORD, MK40 2BD, GB

Email Address : josiane.cullis01@gmail.com

Model # : F2C509GBTN1.AMBQPUK

Serial # : 405PNGX7Z023

DOP : 07/09/2024

Retailer : LG ELECTRONICS

[Customer Issues]

Customer washing normal loads. No error codes. Shipping bolts has been removed. Unit is properly leveled. Unit has a proper spacing in the sides and at the back. Done empty cycle. Issue persists.

No parking permit needed.

[Consultation contents] [AI Summary]

[Contact Reason]

Customer calling for an update on a repair request related to a noise issue with the machine. [Product Symptom]

Symptom: Excessive vibration causing the machine to move during operation, described as a banging noise.
Timeline/Duration: Customer sent two videos; first video indicated a leveling issue, second video proved the machine was leveled.
Environment: Not Specified.
Self-troubleshooting: Not Specified.
History: Technical team reviewed the first video; customer has been experiencing the issue for an unspecified duration. [Agent Solutions]

Verify Account: Agent requested customer’s surname and address for account verification.
Review Videos: Agent checked the videos sent by the customer; confirmed the technical team's assessment regarding leveling.
Confirm Symptom: Agent clarified the symptom as excessive vibration causing the machine to move.
Coordinate Repair: Agent coordinated with the repair department to schedule a repair.

[Final Resolution]

Repair service scheduled. Agent will follow up with the customer regarding the repair details. [Service Notes]
N/A. [Executive Summary] The customer contacted support for an update on a repair request concerning excessive vibration and noise from the machine. The agent verified the customer's account and reviewed the videos submitted, confirming the issue was not due to leveling. The agent coordinated with the repair department to schedule a repair service. The next steps involve confirming the repair details with the customer.

[AI Summary]

[Contact Reason]

Customer calling for an update on a repair request related to a washing machine issue. [Product Symptom]

Symptom: Excessive vibration during spin cycle causing the machine to move out of place. Customer provided videos to demonstrate the issue.
Timeline/Duration: Not Specified.
Environment: Not Specified.
Self-troubleshooting: Customer attempted to demonstrate that the machine is leveled and tried different spin settings.
History: Customer purchased the washing machine directly from the manufacturer's website in 2024. [Agent Solutions]

Verify Account: Agent requested customer’s surname and address for account verification.
Review Videos: Agent checked the videos submitted by the customer regarding the vibration issue.
Confirm Symptom: Agent confirmed the symptom as excessive vibration during the spin cycle.
Coordinate Repair: Agent coordinated with the repair department for approval to book a repair.
Document Information: Agent collected additional information regarding the washing machine's performance and settings.
Verify Contact Details: Agent confirmed customer’s email and mobile number for repair booking.
Await Approval: Agent informed the customer that they would send a reference number and that an engineer would contact them within two business days.

[Final Resolution]

Repair request coordinated, awaiting technical approval. Engineer to contact customer within two business days for scheduling. [Service Notes]
Customer has provided videos demonstrating the issue. The washing machine is not new and was purchased directly from the manufacturer. No error codes reported. [Executive Summary] The customer contacted support for an update on a repair request regarding excessive vibration from their washing machine during the spin cycle. The agent verified the account and reviewed the submitted videos, confirming the issue. The agent coordinated with the repair department for approval to book a repair and collected necessary information for documentation. The customer will receive a reference number and be contacted by an engineer within two business days to schedule the repair.

[Request] WILL BOOK DONE TASK

CNU250913284558

Surname : STILLWELL

Mobile Number : 07912664095

Post Code : S13 8AG

1st Line of Address : 43 Kilvington Road, SHEFFIELD, S13 8AG, GB

Email Address : derekstillwell@btinternet.com

Model # : GSGV81PYLL.APYQLGU

Serial # : 503TRYDM0258

DOP : 03/08/2025

Retailer : CURRYS

[Customer Issues] FRIDGE 6 WEEKS OLD WATER TANK

Ice maker is powered on. Turned on and off the ice maker. Unplugged the water tank and plug in again. Tubes is not kinked or restricted. Pressed the water dispenser and customer can hear the motor running. Customer press the water dispenser no air coming out. Customer pressed the test button and the ice maker did turn. Issue persists.

No parking permit needed.

[Consultation contents] [AI Summary]

[Contact Reason]

Customer reports that the water and ice dispenser on the LG fridge freezer has stopped working after six weeks of use. [Product Symptom]

Symptom: Water and ice dispenser not functioning; no ice production and no water dispensing.
Timeline/Duration: Issue started last day; no ice has been made for a few days.
Environment: Not Specified.
Self-troubleshooting: Customer attempted to check for blockages and used a cup to feed water; did not press the test or reset button on the ice maker.
History: Unit is six weeks old; under warranty; customer has an extended warranty. [Agent Solutions]

Verify plumbing: Confirmed the unit is using a water tank.
Suggest test/reset: Informed customer to press the test button on the ice maker.
Account creation: Created an account for further assistance with repair.
Warranty discussion: Discussed warranty status and potential replacement options.
Collect customer information: Gathered customer’s surname, mobile number, postcode, address, and email for account setup.
Serial number verification: Collected and verified the serial number of the fridge.

[Final Resolution]

Account created for repair assistance; customer advised to press the test button on the ice maker; warranty options discussed. [Service Notes]
Customer has an extended warranty; unit is under warranty; first contact regarding this issue. [Executive Summary] The customer contacted support regarding a malfunctioning water and ice dispenser on their LG fridge freezer, which has not produced ice or dispensed water for a few days. The agent verified that the unit uses a water tank and suggested pressing the test button on the ice maker. An account was created for the customer to facilitate repair assistance, and warranty options were discussed. Customer information was collected for account setup, and the serial number was verified.

[AI Summary]

[Contact Reason]

Customer reports that the water and ice dispenser on the LG fridge freezer has stopped working after six weeks of use. [Product Symptom]

Symptom: Water and ice dispenser not functioning; no ice produced, no water dispensed.
Timeline/Duration: Issue started last day; no specific frequency mentioned.
Environment: Not Specified.
Self-troubleshooting: Customer attempted to check for blockages, used a cup to feed water, and tried various resets.
History: Unit is six weeks old; under warranty. [Agent Solutions]

Verify Water Source: Confirmed the unit is using a water tank.
Test Ice Maker: Suggested pressing the test button on the ice maker; customer had not tried this yet.
Check Power: Confirmed the ice maker is powered on; light indicator is functioning.
Remove Ice Bucket: Advised customer to remove the ice bucket to access the test button.
Inspect Water Supply: Asked customer to check if water is being drawn from the tank; confirmed no water flow.
Check for Blockages: Instructed customer to check tubes for restrictions; confirmed no restrictions found.
Suggest Reset: Recommended pressing the test button on the ice maker to reset it.
Engineer Visit: If the issue persists, scheduled an engineer visit for further inspection.

[Final Resolution]

Engineer visit scheduled for Monday; customer to provide photos of the ice maker and control panel for documentation. [Service Notes]
N/A [Executive Summary] The customer contacted support regarding a malfunctioning water and ice dispenser on their LG fridge freezer, which has not produced ice or dispensed water for the last day. The agent guided the customer through several troubleshooting steps, including checking the power, inspecting for blockages, and attempting to reset the ice maker. As the issue persisted, an engineer visit was scheduled for Monday, with the customer instructed to send photos of the ice maker for documentation. The agent provided clear instructions and ensured the customer was informed about the next steps.

[Request] WILL TAG TO WG TEMP DONE TASK