LTS. Let s Talk Service. Custom Appliance Pride in Service. GREG DOSTER, Welcome Back as South Florida DSM. Pride in Service, Continued on Page 7

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SEPT-OCT 2009 Let s Talk Service LTS Service Bulletins: 4317437A KitchenAid Combination Built-in Ovens and Built-in Microwave Ovens, condensation accumulation on the microwave inner door.

com) FOR MORE IN-DEPTH IN- FORMATION, VISIT servicematters.

1 SEPT-OCT 2009 Let s Talk Service LTS Service Bulletins: A KitchenAid Combination Built-in Ovens and Built-in Microwave Ovens, condensation accumulation on the microwave inner door Freestanding Selfclean Gas Ranges, cooktop burners will not light B RECALL EXPANDED. Side by side and top freezer Refrigerators; see additional serial numbers (servicematters.com) FOR MORE IN-DEPTH IN- FORMATION, VISIT servicematters.com Inside this issue: Pride in Service 1 Ceran Surface Cooktop Use & Care Tips Commercial Laundry Door Switch Tip A Closer Look at Sealed System Leaking Servicing Remote Areas Presents Challenges Ceran Surface Care Part Numbers Custom Appliance Pride in Service Custom Appliance is a small, service operation started a year ago by Jay Levine. Jay started his career working on commercial appliances and became an expert on kitchen appliances. A buddy of Jay s was working for a major appliance company and convinced Jay to come to work with him. This allowed Jay to expand his experience by working on all brands of appliances and all types of major products in an independent service operation which also specialized in the Whirlpool brand. Several years later, Jay and seven of his coworkers were hired by Whirlpool Corporation in 1990 as factory technicians. In part due to his outgoing personality, genuine sense of humor and the support of his peers, Jay was promoted to a lead technician position. It was in this capacity that he developed the attitude of having pride in what you do, and in the work you provide. The concepts Jay practiced? There is no right way to do a wrong thing, and, Treat people with respect. Jay firmly believes that the concepts Whirlpool taught their technicians are what makes his own business successful today. According to Jay, the most important part of the repair is to make sure you have convinced the customer you have repaired their product, and reestab GREG DOSTER, Welcome Back as South Florida DSM Greg Doster is returning for a third tour of duty as DSM in South Florida. Some of you will remember him from his Maytag DSM days in the late 80's and early 90's, or from his Whirlpool FSR stint in the early 90 s until Since that time, Greg s work behind the scenes as a driving force for the Whirlpool Regional Training Centers, finding and negotiating agreements to equipping, administering and instructing. It was largely due to Greg s hard work and dedication that the RTCs became a reality. Pride in Service, Continued on Page 7 Also, during his time as Manager, Business and Employee Development, Greg worked very closely with SkillsUSA, and was elected as Chairman of the National Technical Committee for the SkillsUSA National Championship (see article in June Greg Doster Continued on Page 3

LET S TALK SERVICE Whirlpool Tech-Line Tips U&C for Glass-Ceramic Cooktops Please remember cosmetic damage, including scratches, dents, and chips or other damage to the finish of the appliance unless

As we enter into what we refer to as Cooking Season, you may encounter questions about using and caring for Glass Ceramic cooking surfaces. Here are some helpful tips to share with our customers.

Use cookware with smooth undersides to prevent them from scratching the glassceramic cooktop. When hot, cookware should be kept flat on the glassceramic cooktop.

Also, it s a good idea to lift the cookware when moving it around on the cooktop, to avoid scratching.

For best results, use scraper while surface is still warm.

Then, wipe the glass ceramic cooktop with a damp cloth. and dry it with a clean cloth. Willie O.

2 LET S TALK SERVICE Whirlpool Tech-Line Tips U&C for Glass-Ceramic Cooktops Please remember cosmetic damage, including scratches, dents, and chips or other damage to the finish of the appliance unless it results from defects in materials or workmanship and is reported to Whirlpool within 30 days from the date of purchase is not considered a warranty issue. Such claims may be rejected. As we enter into what we refer to as Cooking Season, you may encounter questions about using and caring for Glass Ceramic cooking surfaces. Here are some helpful tips to share with our customers. Use Recommendations Use a burner that is the same size as the cookware. Clean glass ceramic cooktops regularly, preferably after every use. Use cookware with smooth undersides to prevent them from scratching the glassceramic cooktop. When hot, cookware should be kept flat on the glassceramic cooktop. This enables the heat to be transferred more effectively. We recommend a thickness of 2 3 mm for steel enamel base, and 4 6 mm for stainless steel pans with a sandwich bottom. Also, it s a good idea to lift the cookware when moving it around on the cooktop, to avoid scratching. Cleaning Recommendations To thoroughly clean your SCHOTT CERAN surface, glass ceramic cooktop, first remove dirt and food with a scraper designed for glass ceramic cooktops. For best results, use scraper while surface is still warm. Once the glass ceramic cooktop surface has cooled down, put a few drops of a suitable cleaner on it and rub it on with a paper towel or a clean cloth or the rough side. Then, wipe the glass ceramic cooktop with a damp cloth. and dry it with a clean cloth. Willie O. Parker, Tech-Line Cooking Product Lead Dishwasher Inlet Valve Change An Ease of Installation W Garden hose fitting New valve with threads Whirlpool is implementing a change to the dishwasher inlet and hose fitting. The new inlet valve and hose fitting will improve the installation process, providing a better angle of installation and requiring less torque to tighten the seal. Benefits? Fitting is easier to align, and to reattach Less torque is required to obtain seal New seal is more consistent Fitting is similar to that used in space constrained clothes washer installations The new valve will be implemented into new production of all Tall Tub and Standard Tub, 24 inch, built in dishwashers. Does not include portable, drawer or 18 inch product. All Whirlpool Corporation models, including the Kenmore brand built for Sears. Production started in September 2009 for Tall Tub and in October 2009 for Standard Tub dishwashers. An Engineering digit change will identify the units, and no model number changes, nor floor model transitions are required. No change to house hold incoming water line. In addition, dishwasher packaging will have an external notification label for 90 days. An additional notification label is located on the toe kick panel on the involved units. The new fitting was made available in August 2009, as a single item or as part of a kit. New single fittings and kits are available wherever previous fittings were sold, at major retailers, hardware and plumbing retailers. It is also available through Whirlpool Service and Parts (PN W , or various kits). To order, call , or online at Kits are likely to contain both the new and the previous generation fittings. Phillip C. Lalley, Dishwasher Quality & Serviceability Product Mgr. Notes From the Claims Processing Team PAGE 2 REMINDER: PEX Payment Team telephone hours are 8 10 a.m. and 1 3 p.m. Eastern time. According to the Exception Management team, the top three types of calls they receive are: 3. Maytag model/serial numbers that may not be loaded into ServiceBench. 2. Unsure of warranty after checking Entitlement or Service Matters.com 1. Procedures on how to handle certain claims; i.e., Replacement Part Warranty, Claims with more than one Distributor with an authorization number, and Right Tech claims with an authorization number. Janis Jordan & Tammy Doucette Exception Management Team

Whirlpool Tech-Line Tips Commercial Laundry For Maytag and Whirlpool electronic control commercial laundry products: What does it mean when, after the cycle has finished, and I have opened the door,

When the display does not reset after the door has been opened at the end of the cycle, this means that the lid switch or door switch (depending on the model) is stuck.

3 Whirlpool Tech-Line Tips Commercial Laundry For Maytag and Whirlpool electronic control commercial laundry products: What does it mean when, after the cycle has finished, and I have opened the door, the display shows 0 minutes and does not reset? When the display does not reset after the door has been opened at the end of the cycle, this means that the lid switch or door switch (depending on the model) is stuck. On top load washing machines, the switch can stick if there is a build up of soap. To release the switch, it is necessary to clean away the excess residue, or spray some CRC into that spot to release the button. Top load, front load washers, and matching, front load dryer switch placement. The lid (or door) switch acts as a reset for the digital display. At the end of a cycle this button is normally released when the door is opened to remove clothing, and then depressed when the door is closed. If that sequence does not happen, the digital display will not reset, and will continue to display 0 minutes. The top load washer has a hidden lid switch located under the washer main top. To service this switch as indicated above, removal of the front and left side panels would be necessary. Front load washers require the removal of the bellows in order to reach the latch assembly (which includes the door switch). The front load dryer requires removal of the lower front service panel to access the door switch for service. Timothy M McNeil, Sr., TechLine Commercial Laundry Lead Greg Doster, Continued from Page 1 LTS). Greg also has been very instrumental is assisting Vocational Schools and Community Colleges across the country in starting major appliance technology programs in their schools. As you all know the shortage of Appliance Service Professionals continues, and this project was designed to help address that issue. Greg has a 40 year history in the appliance service industry, working for companies such as Sears, Jefferson Stores, Montgomery Wards, and Maytag, as well as owning his own service business for several years. He continues to reside in South Florida with his family and his best friend, Chubbs. Whirlpool Tech Gadgets Were you aware that Whirlpool sells a 220 Volt Circuit Tester? This is a great, truck tool to increase production on all of your service and installation calls. The Kit includes testers for both 3 wire and 4 wire, range and dryer outlets, and the test results and readings are immediate! Robert K. Crawford The Kit includes both testers, available through your parts distributor PAGE 3

A Closer Look Identifying a Sealed System Leak on the Built-In Refrigerator The biggest reason for KitchenAid and Jenn Air built in refrigerators being exchanged is for refrigerant leaks

This is what was identified: Due to the tubing variation in size, and swages put into the tubing, leaks could be found at any solder or Lokring joint connection.

There are two connections at the condenser area and two connections on the back of the unit.

machine, and remove the panel. See Figure A, joints 7 and 8, and Figure C, joints 4 and 5. For Bottom Mount units, there are five Lokring connections.

Again, the unit would have to be removed from the cabinet, and the access panel removed to see these Lokring connections. (See Figure A, joints 7 and 8, B and Figure C, joints 4, 5 and 19.

Pictures of leaks: Note: In the products returned to manfacturing, leaks were identified at solder joints and Lokring connections Leak at Lokring connection identified using ultraviolet

For Lokring connections, tubing variations / dimension that will not allow Lokprep sealer, the anaerobic sealer used with Lokring connections, to flow into the connection creating the

4 A Closer Look Identifying a Sealed System Leak on the Built-In Refrigerator The biggest reason for KitchenAid and Jenn Air built in refrigerators being exchanged is for refrigerant leaks that service cannot find, even with the dye drier. A number of these units were returned to the factory to be analyzed, in order to determine the leak location within the sealed system. This is what was identified: Due to the tubing variation in size, and swages put into the tubing, leaks could be found at any solder or Lokring joint connection. Built In Lokring connection locations: There are four Lokring connections on the Side by Side unit. There are two connections at the condenser area and two connections on the back of the unit. To check the Lokring connections located in the back of the unit, behind the access panel, remove the refrigerator from its installation position to gain access to the rear of the machine, and remove the panel. See Figure A, joints 7 and 8, and Figure C, joints 4 and 5. For Bottom Mount units, there are five Lokring connections. Two are at the condenser area, and three are on the PAGE 4 A C back of the unit. Again, the unit would have to be removed from the cabinet, and the access panel removed to see these Lokring connections. (See Figure A, joints 7 and 8, B and Figure C, joints 4, 5 and 19.) All joints on the product that need to be checked by service are shown in Figures A, B and C. Pictures of leaks: Note: In the products returned to manfacturing, leaks were identified at solder joints and Lokring connections Leak at Lokring connection identified using ultraviolet light that join the copper to steel, or copper to copper refrigeration lines. For Lokring connections, tubing variations / dimension that will not allow Lokprep sealer, the anaerobic sealer used with Lokring connections, to flow into the connection creating the final seal. Lokprep sealer not flowing, or being drawn in by capillary action as designed (due to variations of tube clearance), could cause either immediate leak failure or a temporary seal. The temporary seal can later leak, due to Lokprep sealer only being at the very end of the connection, and not over the full insertion depth of the inner tube. Important note for service: Lokring connections and Lokprep sealer both will glow a blue green color under UV or a black light. This is a normal condition and is not an indication of a refriger D ant leak; please see Figures D and E. The drier dye shows up a yellow Normal use of ultraviolet light, showing Lockprep sealer green, so there is a distinct difference. See Closer Look Continued, Page 5

LET S TALK SERVICE Closer Look, continued from Page 4 Normal use of black light, showing Lokprep sealer E However, we are

This includes Lokring connections that are not leaking. See Figure F for an actual sealed system leak.

This started with the move to the Fort Smith plant. Dye driers have the words DYE DRIER stamped on the barrel.

Figure F indicates a sealed system leak, by the yellow green color.

5 LET S TALK SERVICE Closer Look, continued from Page 4 Normal use of black light, showing Lokprep sealer E However, we are seeing service cut out anything that glows, thinking that it is a leak! This includes Lokring connections that are not leaking. See Figure F for an actual sealed system leak. To help technicians find a refrigerant leak, KitchenAid and Jenn Air have begun installing dye driers at the factory. This started with the move to the Fort Smith plant. Dye driers have the words DYE DRIER stamped on the barrel. NOTE: It may be on the back side of the drier. The dye drier part number is W % of ALL leaks are at joints. Figure F indicates a sealed system leak, by the yellow green color. Normal use of ultraviolet light, showing UV dye Van Maychszak, PSM, Product Quality & Servicibility F Course Points Electrical theory Schematic readiing Brazing/soldering Hands-on experience Proper tools Live tech rides Troubleshooting Internet use Parts Lookup NASTeC Certification PAGE 5

Servicing Remote Areas Presents Special Challenges Bill Dillard and J.R. Keefe, District Service Managers, Pacific Northwest, Northern Rocky Mountains & Alaska Service in the less populated areas of the country can present a special challenge.

If this product should, at some point, need service, the nearest servicer may more than be 75 miles (which adds up to two, 150 mile round trips).

6 Servicing Remote Areas Presents Special Challenges Bill Dillard and J.R. Keefe, District Service Managers, Pacific Northwest, Northern Rocky Mountains & Alaska Service in the less populated areas of the country can present a special challenge. There are consumers that live many miles from the nearest Appliance Dealer and usually have to deliver and install their own appliances. If this product should, at some point, need service, the nearest servicer may more than be 75 miles (which adds up to two, 150 mile round trips). Often these consumers will haul their product to the nearest servicer or pay the travel expenses to get someone out. We are constantly looking to improve the level of service in these areas but distance to a populated area that can support a technician remains a challenge. Unfortunately for these consumers, the extra cost of getting service to these remote areas falls on them. Beginning in January 2009, our product warranties addressed this issue directly with the following statement in the not covered section. Expenses for travel and transportation for product service, if your major appliance is located in a remote area where service by an authorized Whirlpool servicer, is not available. In Mountainous areas, and sometimes on the plains, weather and road conditions can dramatically affect service. For example, there are ranches in Montana that are 30 miles off the paved road on a washboard, dirt road that presents a travel challenge even with good weather conditions. A washboard surface can appear on some dirt roads after a good rain, causing ridges that look (and feel!) similar to the corrugated surface of the old style wash boards. Of course, this requires the driver to slow down in order to maintain control of the vehicle, often to the 25 to 30 mph range. These same dirt roads can turn to Gumbo when it rains, again depending on the soil type. Gumbo is a regional term used to describe the type of mud that sticks to the bottom of your shoes and the tires and undercarriage of your vehicle. This condition can make mountain roads virtually impassable. I ll never forget when I first came to the Rocky Mountain region many years ago. Someone asked me, What did you think about that Gumbo? Thinking he must be referring to the local cuisine, I told him I had not tried it yet. He said, You will! It was a year later when I got caught on one of these dirt roads during a rain shower that I finally got a taste of what that guy was really talking about! In many of the more remote areas of the country and even some that are less remote, driving at night can be a challenge because of deer on or near the roadway. Some servicers have told me they try to avoid traveling to and from service calls after dark for this very reason. I have driven on back roads in Texas where it is absolutely not safe to drive over 35 mph. We are talking herds of deer. In other remote areas, a tech may only be in the area once or twice a month. Good prescreening of the service call is vital for this remote tech. His challenge is to repair the product in one call. If not, the customer needs to wait for the tech to pass through the area again. Finally, there is winter in Fairbanks Alaska. It is not unusual for the winter temperatures to be 50 degrees below zero for several weeks at a time. Did we mention, also continuous darkness? The service vehicles have two or three extension cords hanging out of the radiator area. At night, the technicians plug these cords in to run heaters for the battery, engine and radiator. If they did not do this, the battery would freeze overnight and split open. The engine oil would be so thick; the engine would not turn over. During the day when doing service calls, they do not turn the engine off. My hat is off to you technicians working in remote areas. Your dedication and commitment to our appliance repair industry is to be commended. As always, continue to be extra careful out there and always look out for number one, your safety! PAGE 6

WHIRLPOOL CORPORATION Whirlpool Corporation 553 Benson Road Mail Drop 8020 Benton Harbor, MI 49127 Email to: NAR FSA@Whirlpool.

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.

This is all possible because of the pride Jay has in his ability to repair the appliances and to interact positively with his customers.

7 WHIRLPOOL CORPORATION Whirlpool Corporation 553 Benson Road Mail Drop 8020 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. Registered Trademark/ Trademark of Whirlpool, U.S.A., KitchenAid, U.S.A., or Maytag Corporation, or its related companies. All other trademarks are owned by their respective companies. Pride in Service, cont d from Page 1 lished their faith in the brand they purchased. Before Jay leaves his customer s home, he assures his customer he is confident the product is fixed, and the customer feels good because they see and feel Jay s confidence. This is all possible because of the pride Jay has in his ability to repair the appliances and to interact positively with his customers. Custom Appliance is a small service company located in Minneapolis, MN, and mainly serving southwest Minneapolis and surrounding suburbs. Jay sometimes has to travel wherever the calls are. He is very busy because he is great at what he does, and his business is growing from customer referrals. Jay says the benefits are being in control of how much income he wants to bring in each day, and keeping a good balance of in warranty and out of warranty calls. The business faces the fortunate challenge that there is too much work for one technician, one reason he is grooming his son Matt to work with him. Matt has been riding along when he is not in college, and learning by helping Jay with installing parts. According to Matt, if college doesn t get him the job he wants, he will always have the appliance repair experience to fall back on. Custom also employs Jay s daughter, Hannah, who graduated from high school last year. She answers phones and does all of the claims submissions. Jay s wife, Liz, works as an office assistant for a major health care provider. Jay is an avid fisherman and he enjoys fishing trips up north to Lake Vermillion and to Canada, with his family. A Minnesota native, Jay grew up in Southwest Minneapolis and went to Southwest High School. He also enjoys hunting in northern Minnesota. Tom LaDuke is the District Service Manager for Minnesota, Wisconsin and North and South Dakota. Part numbers for Ceran Surface Care Products Part Cooktop Cleaner removes baked on foods for Ceran surface cooktops. May also be used on glass cookware, sinks, shower doors, and fiberglass bathing stalls. Part Cooktop Protectant provides a like new shine to Ceran surface cooktops. Simply apply a layer of protectant to surface after cleaning with Cooktop Cleaner to restore that showroom shine. Part WA906B Cooktop Scraper helps remove stubborn, baked on foods. Simply apply Cooktop Cleaner and use the scraper, at a 45 degree angle, to clean the surface. Part Complete Cooktop Cleaner Kit keeps Ceran surface cooktops looking like new. The kit includes items needed to clean and protect cooktop surface (8oz. Cooktop Cleaner, 4oz. Cooktop Protectant, and cleaning pads). PAGE 7

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