LTS Let s Talk Service

Size: px

Start display at page:

Download "LTS Let s Talk Service"

Pamela Hampton
5 years ago
Views:

1 January 2008 LTS Let s Talk Service SERVICE BULLETINS: News Flashes Angel Appliance To The Rescue! Cooking Gas Cooktops with Glass Tops Glass Cracking Maytag and Amana Microwaves Stops during use INSIDE THIS ISSUE: Warranty Coverage Changes 1 Appliance Angel 1 Tech Tip Jenn-Air Cooking Controls Tech Tip KitchenAid Evaporator Fan Motors Claims Payments Refresher ATC Schedule 4 RTC Schedule 5 NEW! Customer Call Center Service Tech Connection 6 Warranty Coverage Changes ALL COOKING PRODUCTS, ALL BRANDS Effective January 1, 2008 Whirlpool Corporation has decided make a change to the warranty coverage regarding cosmetic damage to cooking products. Effective January 1, 2008, the following warranty change has taken place for all brands of cooking appliances manufactured by Whirlpool Corporation. The warranty now excludes coverage for: Cosmetic damage, including scratches, dents, chips or other damage to the finish of your major appliance, unless such damage results from defects in materials or workmanship and is reported within 30 days from the date of purchase" Service claims for cosmetic parts, submitted after 30 days of purchase will be denied for payment going forward. If you receive a call from a consumer requesting service to replace a cosmetic part after 30 days of purchase please kindly advise them that cosmetic parts are not covered after 30 days. If you feel the customer has a valid complaint please have them contact the CXC (Customer experience Center) for possible special authorization. Look for more updates and cosmetic warranty changes to come. Contrib. by Robert K. Crawford, Product Service Manager DACOR Brand REMINDER Please be advised that, as of December 3, 2007, Whirlpool will not be servicing Dacor products. All Dacor calls are to be referred to Dacor Customer Service at Any service calls that we were assisting with on or before November 30, will be completed by Whirlpool. Scott Kassner, President, Angel Appliances, accepts his award from his local fire department. Los Angeles, CA Owner Scott Kassner, of Angel Appliance reports he was recently presented with a certificate of merit by his local fire department. Scott earned his wings by helping to provide a refrigerator to an elderly woman in his local community. The bedridden woman called the fire department because she became concerned that there was an electrical problem at her house. It turned out the refrigerator needed replacement, and the fire department called Scott at Angel s to help out. Angel Appliances came to the rescue, providing the woman with a replacement refrigerator! Thanks, and a tip of the wings to Don Dellario, FSR, Central/ Southern California

2 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 Complaint: Unable to set the timers (Timer 1 or Timer 2). Or, timers do not respond when keys are pressed. Just gives a double beep. Jenn-Air Cooking Product Controls Reason: The ATM keys (circle or triangle pads) are being mistaken for the timer pads. Resolution: Press on the text [TIMER 1] and or [TIMER 2] to activate function. Do not press on the ATM circle or triangle. TIMER 1 TIMER 2 Setting the Timers (Timer 1 or Timer 2): 1. Press TIMER 1 or TIMER 2 pad. 2. Press one of the displayed times using the Quickset pads, or press the number pads to enter the desired time. 3. Press Enter pad. Important: Each press of the displayed time choices adds additional time. For example, pressing 10 MIN three times provides 30 minutes on the timer (0:30). Changing the amount of time entered once the timer starts: 1. Press the TIMER 1 or TIMER 2 pad once. 2. Press the displayed times on the Quickset pads repeatedly until the desired time is entered. OR, 1. Press the number pads to enter the new desired time. 2. Press Enter pad. Contributed by Willie O. Parker, Tech-Line KitchenAid built-in refrigerator K, M or T line, or Some counter-depth units, with the DC evaporator fan motor When checking one of the 4 wire DC evaporator fan motors for the problem of not running: First check voltage between the white and red wires it should be 12 vdc If OK, check voltage between the white and yellow wires, which should be between 6 and 17 vdc If not correct can jumper between the red and yellow wires and the fan motor will run until can return with a new control board. If the voltages are correct when checking both sets of wires, the evaporator fan motor is bad or has bad connections. Contributed by Jim Brownfield, Tech-Line Winter Survival Auto Gear Cell Phone Ice scraper & brush Boots, gloves, hat blanket Tools & flashlight Tire traction material such as sand or cat litter Shovel Jumper cables Flares or reflective triangle Food (granola bars, packs of raisins, bottled water, etc.) Coffee can furnace First aid kit Winter Driving Tips and Survival Gear, courtesy of AAA

3 Page 3 C LAIMS O R N E R Service Claims Management Help Us Help You! Service claim payments made easy Ideally, service calls are performed in a high quality manner, claims are submitted with equal quality, and warranty payments are made promptly, with no delays or issues. Most of the time that is exactly what happens. Occasionally, however, this requires some additional effort. 1. At the time of service, verify all consumer information - model/serial#, date of purchase, mailing and physical address (if different), and 10 digit phone number. 2. If a policy adjust, travel or other special circumstances are on the claim: Be sure to include the exact policy adjustment number Include any travel formula or special instruction in the appropriate fields, to ensure the Exception Management team has all the necessary information to approve the claim. 3. Follow up on your ServiceBench Hot List often Get claims completed with accurate data, and entered without further delay. 4. Immediately review any Rejected claims Determine if the claim should be corrected and resubmitted, or if it was filed in error. Product data - verify information on paperwork or with the consumer, if necessary. Reason for service or Service performed - resubmit after asking the technician to provide detailed descriptions of the problem, diagnosis and repair. Other data check the other data for accuracy and resubmit claim after making the needed corrections. Help is available! You might need to escalate the claim. Escalation of a claim gives you the opportunity to provide additional detail about the claim or situation, and request to have the claim researched. Simply enter brief, but detailed comments or questions about the rejected claim, and move on to your next task. Be assured that a member of the Exception Management team will resolve your issue in a timely manner. Please remember, a service claim is a legal document. Whirlpool s code of ethics dictates that we will never use slanderous or profane comments, and that all written communications will be respectful. In the interest of our partnership, we request and are confident that servicers will show the same respect. Occasionally, your best option is to call us. Warranty Operations Exceptions Management Team phone number is This line is available mornings 10:00 am to 12:00 pm and afternoons 1:00 pm to 5:00 pm Eastern Standard Time. The automated operator will ask you to select: 1 - If you are a consumer, and need the Customer experience Center 2 - Trade Partner Systems Support team 3 - Pending Product Exchange 4 - Service Contracts 5 - Involved in Audit or have had a bill back performed by the Data Quality Team For all other issues, please wait on the line for a member of the Exceptions Management Team. For example, if the claim is for a Product Exchange, it cannot be handled by Escalating. Call us and select Option 3 for the PEX Team. Remember, you are our partners in the service business. We value your continued efforts to deliver high quality service to our customers. We hope this information is useful to you in the coming year. Thank you in advance for making the effort to file claims where all of the data is of high quality. Contributed by David Gordon and Nancy Stephens, Whirlpool Exception Management Team

4 Let s Talk Service

5 Page 5

Let s Talk Service Whirlpool Corporation 553 Benson Rd. Mail Drop 8020 Benton Harbor, MI 49127 www.whirlpool.com www.kitchenaid.com www.maytag.

It is designed and intended to be used by authorized Whirlpool technicians.

6 Let s Talk Service Whirlpool Corporation 553 Benson Rd. Mail Drop 8020 Benton Harbor, MI Organization W H I R L P O O L C O R P O R A T I O N 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., or Maytag Corporation, or its related entities. All other trademarks are owned by their respective companies. Tips from the Call Centers From CPQ INSIGHT News Michael Montrella Solar Powered? Some Things to Consider As many people today are looking for ways to conserve money and energy switching to Solar power is the latest trend! However something to consider, would be how your appliance will work with solar energy. Currently Whirlpool appliances are designed to run on 120V or 220V / 60Hrtz electric energy sources. The wave frequency of solar power vs. electric energy is not compatible. Therefore, the solar energy system can not effectively communicate to the appliance that it needs to start. If you get the call from a consumer who is using solar power, the best recommendation is to have their appliance connected to a traditional electric source! Save-A-Call Tips The Jenn-Air Pro-Style PRG series (Gas Only) ranges cannot be converted from natural gas to LP, or vice versa. Models come in either natural gas or LP only, due to the unit having Infra Red burners in the oven cavities. When a conversion is done, the box that houses the burner tends to fill with gas prior to ignition resulting in delayed ignition. Submitted by Tonya Schultz Customer Complaint: Consumer complains that drip bowls are stained or discolored, will not come clean, and is asking for new drip bowls on any electric coil model Whirlpool Corporation branded product. Resolution: Identify the stain and explain how to remove or minimize. Brown stains caused by food spills and improper cleaning methods. To remove or minimize the stain, it is not recommended to put them in the dishwasher. Dulling and discoloration can occur from the dishwasher detergent. Brown food stains can usually be removed by washing drip bowls frequently in warm sudsy water. For heavy soils, place an ammonia-soaked paper towel on the stain. This can loosen the soil and it can be wiped away with a plastic scouring pad. For baked on stains, a nonabrasive cleaner such as Soft Scrub can be used. Do not use abrasive cleaners such as steel wool, or cleaners not recommended for chrome. Blue or gold stains, which can be caused by too much heat, generally are permanent. To minimize this, use pans that do not extend more than 1-2 beyond the surface element. Use flat bottom pans to prevent excessive heat from being transferred to drip bowls. Use high heat only when starting to cook foods, then use a lower heat setting to finish cooking. Bon Ami and Barkeepers Friend are nonabrasive and generally may be used to remove or lighten mild heat discoloration on drip bowls. Submitted by Mike McGuire

LTS Let s Talk Service

Volume 2, Issue 1/2 January February 2008 LTS Let s Talk Service SERVICE BULLETINS: Cooking 8178716 Gas Cooktops with Glass Tops Glass Cracking 8178715 Maytag and Amana Microwaves Stops during use INSIDE