CLAIM REJECTED, STATING NO PARTS VERIFIED BY THE

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1 VOLUME 6, ISSUE 6 JUNE 2012 Service Pointers W A Maytag and Whirlpool Front-load Washer: Center User Interface and Knob Kit (revised). W Full Size Over Under (FSOU): Washer may overfill Service Pointers and other technical information may be accessed in Search Center at ServiceMatters.com Inside this issue: Parts-In File 1 Claim Rejected for No Parts Verified Product Specific Updates SOG Updates, Added Section P The Parts-In File So, how does your company deal with that pesky Parts In accordion file, basket, shoe box or manila folder? You know the one that you never seem to have time to get all the way through. Unfortunately, Mrs. Jones doesn t know for days or weeks that her washer part is available. Finally, how do you reach her to reschedule the service call for completion? Here are a few best practices we ve picked up (from many service companies just like you): Be sure to get alternate phone numbers (cell numbers are especially useful to reach busy customers). CLAIM REJECTED, STATING NO PARTS VERIFIED BY THE If you receive a rejected claim that states no parts verified by the distributor, the first thing you need to review is the part section on the claim. Under the part number you will see the third line down, titled VERI FICATION; here, the distributor will give the reason for not approving the part. A claim can be rejected for various reasons. When a distributor rejects a claim due to a part issue, you must contact your distributor directly to inquire why it was denied. If a claim was rejected for an invoice reason, be sure to verify your part numbers and invoice number. Also, be sure you are listing the correct distributor's account number. If you determine the information is correct, Most customers will provide an address as long as you assure them you will not use it for anything other than this service call. Have someone work a later shift, if possible, so they can make customer calls after 5:30pm. This next suggestion will not only shrink the Parts In file, but will also reduce time spent on the phone, improve cycle time, and help with schedule management: See Parts-In, Page 5 you need to call the distributor. If the claim is in a RE JECTED status, and you and the distributor determine all the information is correct, then save as a new claim and submit it. A rejected claim can also be corrected and submitted as a new claim. This empowers you to resolve the issue without Exceptions Management Team Updated Service Matters LIVE! Info and Schedule, follows Page 5

2 LET S TALK SERVICE Technical Notes TOP 5 Cooking Tips: 1. GMH5205XV F7 error code appears in the display Oven not heating. Loss of power to the magnetron or the magnetron overheating. Please Refer to Technical Service Pointer W in Search Center on ServiceMatters.com. 2. KitchenAid Built In Ovens F6 E0 error code displayed in the control. Most F6 E0 occurrences are due to loose connections, loss of power or failed electronic components. Determine source and corrective actions for F6 E0 Error Code (Oven or Microwave) by identifying what window the F6 E0 is displayed. Please refer to Service Pointer K in ServiceMatters.com. 3. Jenn Air Glass Cooktops Breaking Cook before/during or after Installation Models: JGC9430BD, JGC9536BD/Serial Numbers: All models built before code date D141 (October, 2011). Gas burner orifice support brackets may cause excessive stress on the underside of the glass. Engineering has updated the orifice holder brackets to eliminate the stress. Order a new Cooktop glass. New Orifice Holder Brackets (4 for the 30 model and 5 for the 36 models) will be provided in the replacement glass kit. The new bracket is shorter than original bracket, with an identification hole. Verify proper alignment of burner in the glass cutout. Please Refer to Service Pointer #: W A in Search Center on ServiceMatters.com. See Top 5 Cooking Tips, Continued, Page 4 Clean-up TOP 5 Dishwasher Tips: 1. Clean Light Blinking 7 Times Control is programmed to stop running and not allow any further cycles if it detects a water heating problem (no temperature increase detected in heated main wash cycle or in three, consecutive cycles on the latest software version). Please refer to Technical Service Pointer K in Technical Archive at ServiceMatters.com. 2. The control starts and stops many times during the wash cycle. During normal operation, the control starts and stops the wash motor, drain pump, and fill valve many times during the wash cycle. It is also normal for the drain motor and fill valve to be operating at the same time. This is normal and no repairs are needed. 3. ITW Latch blocks door from closing, preventing dishwasher from operating. When door is opened (strike pulled from latch assembly), the cam inside the latch doesn t return to open or home position. When user tries to close the door, the latch assembly blocks the strike from entering the latch, thus preventing operation. Do NOT attempt to repair latch. Replace the latch if customer complains about a blocked door. The latch part number is W Following the door gasket replacement, or with new product, the dishwasher door is hard to close or can pop open after it is closed. Check and assure the tub is square to the opening. Confirm the dishwasher is level front to back and side to side. Check that door gasket is fully seated in the tub channel. Check that the upper and lower dish racks are not interfering with the door. 5. The Tracks on each side of the upper rack are disengaging from the wheel and mount assembly. This is caused because the wheel diameter is too small on the wheel and mount assembly. To fix this problem, a new wheel and mount assembly with larger diameter wheels has been released. Order four (4) Wheel and Mount Kits for each affected dishwasher. Please refer to Service Pointer # W in Search Center on ServiceMatters.com for affected model numbers. Tim McNeil Clean up Lead, Whirlpool Technical Assistance PAGE 2

3 VOLUME 6, ISSUE 6 Fabric Care TOP 5 Fabric Care Tips: 1. VMW Normal Water Level: Normal water level is about two inches above the impeller, with no clothes in the basket. Consumers must avoid the temptation to add extra water. Clothes only need to be saturated, not drenched. It is normal for some of the load to be above the water line. 2. VMW Washer Showing F7E1 (Basket Speed Sensor Fault) Check for (13 VDC) out of control terminals J2. If 13 VDC is missing, no speed sensor. Check harness between control J2 and J16 to shifter. Check for open or cut harness at wire coil mounted under the tub. Shorted harness will take out the control. Repair short before replacing control. 3. F8E2 Dispenser System Error Code Possible intermittent operation. Front load, direct drive washers. Verify detergent drawer or cartridge is not clogged with detergent. Check linkage from motor to top of TOP 5 Refrigeration Tips: 1. 50lb Ice maker not filling with water. The 14vdc to the smart valve on the P2 is missing. The Smart valve needs 2 voltages. The first is the 120vac on the Black and White wires. The next is the 14vdc on the P2 connection at the smart valve. If you measure between the OR/ WH and BK/RD you should have a constant 14vdc. IF the 14vdc is not present, then check at the main board on the P7 connection. If you do not have voltage at the board, then check the power out of the transformer. There are two voltages on the secondary side of the transformer. If you go between the Yellow and Yellow you should have 8 9vac. Now go between the Red and Red you should have 14vac. This 14vac is needed to make the 14vdc for the smart valve. 2. Please check model and serial number when ordering ice maker. With all of the changes in the new style ice maker, it is very important dispenser. Check harness connections between dispenser motor and CCU D16. If previous steps check out, due to intermittent operation, replace motor to avoid a callback. 4. Won t go into Auto Cycle while in Service Diagnostics Front load, direct drive washers. After entering diagnostics, press 2nd button used to enter for diagnostics several times (until door locks and routine starts). The unit will ramp up to spin speed properly; but when testing empty, it will not come up to speed this is normal. The basket has a balance ring which is causing the control to sense an off balance load when empty. 5. Excessive Noise or Vibration on Long Vent Dryers generated where the motor bracket engages the cabinet base. Please refer to Service Pointer W in Search Center on ServiceMatters.com for corrections to sound proof bracket. Steve Armstrong, Fabric Care Product Lead, Technical Assistance Food Preservation that you confirm the model including engineering digit(s) and serial number on the product. 3. What temperature causes the alarm to go off on upright freezer? The alarm will go off when the temperature is 33 degrees + or 1 degree in that area. The tone is a 70db + or 5 db tone that sounds about every 5 seconds. 4. Do you notice an odor in a refrigerator or freezer? Whirlpool has a product that will help remove odors. The refrigerator part number is SRB. For a freezer, the part number is SRB. 5. REMINDER: With summer here, remember that any open container of liquid has the potential of creating moisture problems in fresh food and freezer sections. Please make sure lids are on all liquids. Steve Kelly, Refrigeration Product Lead, Technical Assistance PAGE 3

4 LET S TALK SERVICE The operation of the convection fan during the oven PREHEAT cycle may cause some concern. It is normal for the convection fan to operate during the preheat portion of most cooking cycles, with the exception of the broil cycle. The convection fan can cycle on and off during a bake or broil cycle to optimize Normal Operation of Convection Fan in Gas and Electric Freestanding Ranges and Wall Ovens cooking performance. It is also normal operation for the fan to turn off when the oven door is opened. There is a difference between gas and electric models at the beginning of a cooking cycle or during a selected convection cooking cycle. With an electric model, the convection fan turns on immediately at the beginning of a cycle; however, there is a five minute delay for gas models. This delay is by design, to limit air movement during the gas oven ignition process, reducing the possibility of no ignition. Michael J. Loftus, Technical Communications Manager, Cooking Products Top 5 Cooking Tips (Continued from Page 2) 4. F2 Failure Code (Models WFG231LVQ0, WFG114SVQ0, WFG114SWQ0, WFG231LVB0, WFG114SVB0, WFG114SVW0, WFG114SWB0, WFG231LVS0, WFG114SVT0, WFG114SWT0, SF216LXSQ2, AGR4433VDW0, AGR4433XDW1, AGR4433XDB1, AGR4433XDS1, MGR5605WW0, MGR5605WB0 Before Serial Code VE12) Moisture can migrate to the back of the control. Replace control. New control has conformal, protective coating 5. F47 error code Induction Cooktops (Models ICI500XB00, GCI3061XB00, KICU500XBL0, KICU569XBL00, JIC4430XB00, JIC4536XS00). Power supply from power control board to User Interface is missing, or WIDE communication error between UI and power control board, or an open fuse on the filter board. Diagnose left vs. right IPC when you have a F47. Make sure to check which side displays the F47 on the UI. Always check the fuses from the terminal block to noise filter board. Early models have a thermal fuse on the aluminum top cover plate on the left and right side. If the right side thermal fuse is open for example, you will have a F47 on the right side of the display. Next step is to ohms test the fuses on the noise filter. Disconnect power. Connect voltage measurement equipment. Reconnect power, and test the voltage at the IPC boards. Measure voltage at the IPC s J1 connector; it should read 240vac. If 0 vac found, then backtrack to the noise filter fuses again. If 240vac found, then voltage test the IPC to UI harness at UI. NOTE: The left side IPC is the master IPC which feeds the voltage signal to the UI on the left connector J004. If the F47 is coming up on the right side display then you will need to remove the harness molex at the J003 and survey the voltage at the molex side only. If you leave the harness connected to J003, you will get a false voltage reading, as the master IPC on the left side is bleeding thru the voltage to the right side J003. When replacing the IPC s mark on the IPC boxes and the part which is LH and which is RH, if the IPC s get switched when replacing them they will be damaged and cannot be switched back to the correct position. When replacing the IPC s you need to make absolutely sure the LH IPC has no jumper installed on the J803. Only the RH IPC has the jumper on J803 but this must be double checked before powering up. After power up you will need to reconfigure the UI with the correct code listed on the serial plate. Robert K. Crawford, Product Service Manager, Cooking Product Serviceability & Installation PAGE 4

5 WHIRLPOOL CORPORATION Whirlpool Corporation 553 Benson Road Mail Drop 8080 Benton Harbor, MI to: NAR 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. / All rights reserved. SOG Update Published An updated Service Operating Guide (SOG) was recently published to the ServiceMatters.com website. The specific areas of change are highlighted in red. The Table of Contents will also indicate (in red) where you would find those updates. Please take a few moments to become familiar with any changes. Also, please review the new Section P Insurance. This section includes the specific requirements, including dollar limits for coverage, and contact information for questions and for sending the certificates. It is available on the website, as a reference tool for you and your insurance company. Field Service Administration Ice Maker Replacement Kit, p/n W Please be aware that this kit contains incorrect parts and is missing certain components that prevent proper installation of the icemaker. Please return these kits to the parts distributor where they were purchased, for full credit. A Service Pointer communication will be forthcoming advising the new kit number once the kits are updated and ready for release. Jim Bretz, Manager, Product Serviceability & Quality Parts-In (Continued from Page1) Re scheduling part orders (return to complete) from the customer s home. Here is how it works: Have you ever tracked how quickly your PD gets parts to you? Service companies that do, have determined that between 70 and 80% of operational parts arrive within two to three days, when ordered by mid afternoon. This means that it would be safe to reschedule the return trip while still in the customer s home, ensuring a quick reschedule for everyone involved. Of course, you wouldn t do this with known, non stock items, such as a refrigerator door and most cosmetic parts, but wouldn t it be nice to only have to call 20 30% of your Parts In customers? Work with your PD so that you know if they have the part in stock the same or next day. You can then let the customer know right away if you cannot make the schedule date. Start small, go for a schedule date of four days out and see how it works out, you can always adjust. While it does take some coordination between the tech and the office, the result is you will reduce cycle time, and improve both customer satisfaction and cash flow a winning combination! Good servicing to you all! Jim Evans, Business Manager Consumer & Appliance Care PAGE 5

6 JULY 2012 Schedule Tuesda12 ALL BROADCASTS LAST 1 HOUR INCLUDING A 15 MINUTE Q & A SESSION NOTE: DAY CHANGE DUE TO JULY 4 th HOLIDAY Monday 7/2/2012 Tuesday 7/3/2012 SUBJECT BEING COVERED IN THE JULY BROADCAST 2 nd Quarter Service Pointers & Product Update Review Thursday 7/5/2012 AUGUST 2012 Tuesday 8/7/2012 Wednesday 8/8/2012 Thursday 8/9/2012 SUBJECT BEING COVERED IN THE AUGUST BROADCAST To Be Announced SEPTEMBER 2012 Tuesday 9/4/2012 Wednesday 9/5/2012 Thursday 9/6/2012 SUBJECT BEING COVERED IN THE SEPTEMBER BROADCAST Whirlpool & Maytag French Door Dual Evaporator Refrigerator OCTOBER 2012 Tuesday 10/2/2012 Wednesday 10/3/2012 Thursday 10/4/2012 SUBJECT BEING COVERED IN THE OCTOBER BROADCAST Field Service Administration Reauthorization and Updates For information on accessing Service Matters LIVE! Please log on to & look for the Service Matters LIVE! information.