Let s Talk Service. Identify With Looking Good!

Transcription

1 Volume 2, Issue 5 LTS Updated Truck Logos and Uniform Patches! See Pages 4-5 Let s Talk Service June 2008 SERVICE BULLETINS: Cooking KitchenAid Flush Mount Gas Cooktop Thermal overload trips/opens MHC Combo Refrigeration Noisy Air Damper, Maytag and Amana French Door models Check ServiceMatters.com for Service Updates! INSIDE THIS ISSUE: New! Truck Decals Forms on Pages 4-5 TechLine & Fax Process Tech Tip Feature Change on Newer 50# Icemakers Paper Claims Address Change Effective Immediately! Vent Hoods Proper Filter Reset Procedure KitchenAid Double Drawer Dishwasher June LTS Puzzler Contest 3 Appliance Repair Institute RTC Training Dates 7 Identify With Looking Good! Is yours a service company which has new service trucks and needs spiffy, new, logos to advertise your services? Perhaps your company was either Heritage Maytag or Heritage Whirlpool, and you simply need additional truck decals to update your vehicles. Whirlpool Corporation recently finished updating the Rules for the Proper Use of the Service Marks and has posted this in-depth instruction booklet, as an addendum, within the Service Operating Guide (SOG). Check out the ServiceMatters.com website and follow the link to the SOG. You ll find it listed immediately following Section M. However, you are in luck! We have received a number of calls and referrals from service companies who do need these updated logo materials. We are aware that this was offered in the past by both Maytag and Whirlpool Corporation, and have sourced proper, service logo decals for Whirlpool, Maytag, Jenn-Air and KitchenAid brands. In a related project, we are also looking into uniform patches in the same brands. There are good reasons for ordering such items thru Whirlpool Field Service Administration: Correct, legal logos, at reasonable prices Durable material, made to last 7-9 years on vehicle exteriors You would pay no setup charges, nor would be held to any minimum order Please see and print out the flyer and order forms on pages 4 and 5 inside! Orders go directly to Competitive Edge. Whirlpool Techline / Fax Sheet Addresses: and Maytag_Techline@whirlpool.com Or, by Toll-Free FAX: Whirlpool: Maytag: Process: All s will automatically be entered into the Siebel system by a process called POP3. Siebel is the program used to document all calls coming into Whirlpool Call Centers. ing will benefi the service company because the file is created in Siebel the system. Faxes will have to be manually entered into Siebel. All s and Faxes will be answered the same day if received by 3:00 PM EST. Note: If your question needs to be forwarded to Engineering for an answer, it may take up to five business days to receive an answer. If your is forwarded to engineering you will receive an /call/fax stating that it was forwarded. The following information is required: Store Number/Tech s first name/contact phone number Customer s phone number Complete model and serial number of the appliance A brief description of the failure Stanley Adams Whirlpool TechLine Manager

2 Volume 2, Issue 5 Let s Talk Service W h i r l p o o l T e c h l i n e T i p s Feature Change on 2007 and Newer 50# Ice Makers On all 2007 and newer-built Whirlpool and KitchenAid 50 lb Ice Makers, the only way to reset the RED clean light is to run the clean cycle. Clock Losing / Gaining Time Admiral, Amana Jenn-Air, Magic Chef, and Maytag Freestanding, Slide-in & Built-in Cooking Products Complaint: The control clock loses and/or gains time over any period of time. Reason: The control is affected by dirty supply electricity. Resolution: On electric models, L1 and L2 can be reversed to try to get a cleaner line for the control. That may resolve the issue. If the above does not resolve the issue, order and install part number Noise Suppressor. Please see the instructions below: For electric models, order three of part # Noise Suppressors. Place one on the L1 line coming from the terminal block going to the control. Place one on the L2 line coming from the terminal block going to the control. Place on the Neutral line coming from the terminal block going to the control. For gas models, order two of part # Noise Suppressors. Place one on the L1 line going from the power cord going to the control. Place one on Neutral line going from the power cord going to the control. Willie O. Parker, Whirlpool TechLine The clean cycle light will start to flash green after the clean button is pushed, and when the cycle is complete the light will be solid green. The cleaning cycle takes minutes to complete. Do not interrupt the cycle when it is in progress, or the clean light will remain red. Disappearing Ice? Thanks to Steve Kelly Whirlpool TechLine A consumer noticed that ice cubes in his ice bin seem to get smaller after a week or so. Although, he purged the ice bin once a week, sometimes the cubes continue to shrink about 25%. The consumer called the Customer experience Center to verify that it was not his imagination. As a matter of fact, water evaporation from ice is a phenomenon called "sublimation." Ice cubes do shrink in their trays and in their bins--especially in frost-free refrigerators, which often measure less than 20% relative humidity. Ask anyone who s noticed the reduction upon returning from a two-week vacation! Sublimation is when ice turns into a gas without passing through the usual intermediary liquid state. The motion of the water molecules in ice cubes depends on the average temperature of the ice, and is normally much less than what it takes to break free of the ice surface. Consequently, a few high-energy molecules do break free of the ice, enter the vapor state, and evaporate. Frost-free freezers keep the air from becoming saturated so that it won't freeze on the walls. But, that also means icecubes can sublimate nonstop! Submitted by Stephanie Kalinowski, Product Quality Specialist, Consumer experience Center Courtesy CPQ Insight! C O R N E R LAIMS New Address for Paper Claims Submission Effective Immediately Whirlpool Corporation has a new address for all service companies submitting paper warranty claims. As of 12/31/08, the address in LaPorte will no longer be valid to accept paper claims. All claims which are currently mailed to LaPorte will be processed until the end of the year. To expedite paper warranty claims, servicer companies should now send claims to the new address of: 42! Whirlpool Corporation Warranty Claims 553 Benson Rd, MD 8020 Benton Harbor, MI 49022

3 June 2008 Page 7 M o r e W h i r l p o o l T e c h l i n e T i p s Vent Hood Models Literature Incorrect KWCU405S, KWCU465S and KICU465S Reset Filter Alert Incorrect Filter Reset Procedure After 100 hours of use a C will come up in the display to alert the customer to clean the filters. Problem: C in the display, will not reset by holding H for 4 seconds. Solution: Hold + for 4 seconds After 100 hours of use, C will appear in the range hood display. This C indicates that the filter must be cleaned. C will only appear when the range hood is turned off. Reset Alarm Display 1. Turn off the range hood fan and light. 2. Press the H button for 4 seconds. The C will disappear from the display and the counter will reset to 0. Literature Correction Reset Filter Alert After 100 hours of use, C will appear in the range hood display. This C indicates that the filter must be cleaned. C will only appear when the range hood is turned off. Reset Alarm Display 1. Turn off the range hood fan and light. 2. Press the + button for 4 seconds. The C will disappear from the display and the counter will reset to 0. This Month s LTS Puzzler : Thanks to all of you who answered our first puzzler contest in May! The correct answer was SOG, Section D, Page 2. We received quite a few correct answers, so it seems that you all know your stuff! So, try this one from the current SOG: Whirlpool will pay for cosmetic repairs within the first 90 days from the Ship Date on the invoice, for any major appliance that has been opened at the store and has not yet been sold to a customer. The selling dealer is responsible for all cosmetic repairs after 90 days. Whirlpool will ONLY pay for functional repairs after 90 days up to one (1) full year from the Ship Date. For all products that have been returned by a customer to the dealer, Whirlpool will ONLY pay for functional repairs on the store stock unit, up to one (1) full year from the date of purchase by the original customer. If no proof of purchase is available, the Independent Service Contractor can add 8 weeks to the serial date code to establish a date of purchase. *Open to employees of Whirlpool authorized service companies. Employees of Whirlpool Corporation and their immediate family members are not eligible. Winner determination made by time stamp of or fax receipt. Please include your Whirlpool store number and your name, along with your address and phone & fax numbers. If you won a LTS Puzzler from last month s issue, in the words of the guys from Lake Woebegone, Sit on your hands, and give another guy a chance! Double Drawer Dishwasher KUDD03DT 6 Cycles/4 Cycle Options ProWash Bar Sure-Hold Small Items Mesh Bag Food Chopper Sensor Wash ProDry Feature Removable Rack Inserts 2 Sure-Hold Light Item Clips Nylon-Coated Stemware and Cup Holder 2-Piece Silverware Basket Removable Nylon-Coated Racks with Cushion-Tip Tines Whisper Quiet Sound Insulation System (56 dba)* Star-K Certified NSF Certification ENERGY STAR Qualified Fully Integrated Console White (WH), Black (BL), Stainless Steel (SS), or Panel-Ready (PA)** *Per IEC standards, normal cycle. **Accepts custom panels and handles For additional information about KitchenAid Appliances, visit KitchenAid.com or call the Customer experience Center at Check out the installation video on ServiceMatters.com!

4 Let s Talk Service Volume 2, Issue 5

5 June 2008 Page 7

6 Volume 2, Issue 5 Let s Talk Service Appliance Repair Institute Growing Appliance Service Technicians in the Northeast Since January of 2003, Baron s Major Brands, The Boston Group along with Whirlpool Corporation have collaborated to present a basic appliance training program at the New Hampshire Community Technical College (NHCTC) in Laconia, New Hampshire. The intent of this course is to prepare new technicians to meet the appliance repair needs of the New England States. Mike Baron, of Baron s Major Brands, had a solid service department covering his New Hampshirebased stores, but he felt the need to grow the service business with some of his non-service employees whom he felt could be groomed to become technicians. Mike worked with NHCTC and Jim Evans (the Northeast Market Manager of Whirlpool) to create a basic appliance repair course which provided the foundation of technical knowledge, customer relations and hands-on experience to get the future service technician started in the right direction. A former Whirlpool Field Service Representative (FSR) was recruited, and the curriculum for both Appliance Repair Institute I (ARI I) and ARI II was created. Both courses are now maintained and presented by two highly experienced appliance instructors, FSRs Jeff Thompson from the New England district and Wes Sirois from the NY/ NJ /PA district. The first course, ARI I, is presented during five days in January, and it introduces the students to the electrical theory and wiring diagrams common to all major home appliances. Further customer relations instruction and hands-on training on laundry, dishwasher and cooking products is also provided, in addition to a brief introduction to refrigeration product. ARI II is conducted during five days in March, and builds on the learning from ARI I, with a focus on refrigeration. The students are introduced to refrigeration diagnostics, sealed system theory and repair, plus brazing techniques. Throughout this week of training, the material for the CFC certification exam is reviewed and the final day is devoted to completing their brazing projects and the CFC certification exam. These courses are designed to be part of a comprehensive training program to bring a dedicated and qualified person from just having interest in our industry, to someone with a solid foundation of knowledge and experience necessary to become a successful technician. After completing the basic course in January, the technician should apprentice with an experienced technician, replacing parts and even sent alone on easy calls. After attending ARI II, which reviews the basics and focuses on refrigeration, including taking the CFC certification exam, the fledgling tech is ready to test his/her wings (under the watchful eye of experienced technicians) just in time for the summer season. By the time September rolls around, the Whirlpool RTC in Boston is about to begin. This series of three, one week, platform specific courses offers the experienced technician four days immersed in Laundry, Kitchen and Refrigeration product lines. The RTC is open to all servicer technicians throughout the nation at seven different locations. See for further information on the RTC close to you. Once new technicians have successfully completed the entire training program, they are well on their way to becoming valuable assets to any appliance service company, ensuring the growth of our industry. In the six years since this program was started, we have trained over 80 new technicians. More importantly, there is an unofficial successful retention rate of 85% of these folks in the service business! Class attendance has grown to a point that there is always a waiting list and never an empty seat. Students who were previously installation and delivery employees have become well-qualified full line technicians, with some even going into business for themselves. The ARI program has delivered many positive results for the appliance service industry and has helped to solidify the dealer/manufacturer relationship. For information, or to enroll in ARI I and ARI II, please contact: Jim Evans via , Jim_J_Evans@whirlpool.com

7 June 2008 Page 7 Organization W H I R L P O O L C O R P O R A T I O N Whirlpool Corporation 553 Benson Rd. Mail Drop 8020 Benton Harbor, MI to: Judith_A_Wittmann@Whirlpool.com Fax: Let s Talk Service is a monthly publication of Whirlpool Corporation. It is designed and intended to be used by Authorized Whirlpool technicians. This publication may not be reproduced, in whole or in part, electronically or otherwise, without the express written permission of the Whirlpool Manager of Publications. Registered Trademark/ Trademark of Whirlpool, U.S.A., KitchenAid, U.S.A., or Maytag Corporation, or its related entities. All other trademarks are owned by their respective companies. REGIONAL TRAINING CENTER (RTC) TRAINING SESSION SCHEDULE 2008 Call RTC SUMMER/FALL 2008 TRAINING SESSION SCHEDULE Robert Morgan Educational Center (MIAMI, FL) Refrigeration Jun. 03, Jun. 06, 2008 Laundry Jun. 10, Jun. 13, 2008 Kitchen Jun. 17, Jun. 20, 2008 Refrigeration Jun. 24, Jun. 27, 2008 Tulsa Technology Center (TULSA, OK) Refrigeration Jul. 29, Aug. 01, 2008 Laundry Aug. 05, Aug. 08, 2008 Kitchen Aug. 12, Aug. 15, 2008 Refrigeration Aug. 19, Aug. 22, 2008 Madison Park Vocational Tech HS (BOSTON, MA) Refrigeration Sep. 09, Sep. 12, 2008 Laundry Sep. 16, Sep. 19, 2008 Kitchen Sep. 23, Sep. 26, 2008 Refrigeration Sep. 30, Oct. 03, 2008 Hacienda La Puente Adult Education (LA PUENTE, CA) Refrigeration Oct. 14, Oct. 17, 2008 Laundry Oct. 21, Oct. 24, 2008 Kitchen Oct. 28, Oct. 31, 2008 Refrigeration Nov. 04, Nov. 07, 2008 Models: KFRS271TSS00 KBNS271TSS00 KBNS361TSS00 KBNU367TSS00 KitchenAid Outdoor Grills KBNU487TSS00 KFRS361TSS00 KFRS365TSS00 KFRU368TSS00 KFRU488TSS00 Customer s Complaint: The igniters have a dim glow and the burners won t light. Cause of Problem: The transformers (cords) have been reversed. They are using the rotisserie transformer (cord) for the lights and igniters and vice versa. Resolution: Have them look at the transformer (cord). The one for the igniters and lights is marked 5000ma. Part number W The one for the rotisserie is marked 500ma. Part number Thanks to Willie O. Parker W Whirlpool TechLine Answer to May s LTS Puzzler: Found in Section D, Page 2. See? That wasn t so hard!