LTS. Let s Talk Service. After Hours Appliance Repair. Still Shy About P4P? See After Hours (photo, too) Continued on Page 3

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VOLUME 4, ISSUE 2 FEBRUARY 2010 Let s Talk Service LTS Service Bulletins: 8178799 Jenn-Air Gas-on-Glass cooktops, glass cooktop breaking 4317479 All Electric Convection Self-Clean Freestanding

Film/discoloration between doors 4317482 Whirlpool built stainless steel dishwashers Lower dish rack falls off tub rails; serials FY32-F003, models listed.

1 VOLUME 4, ISSUE 2 FEBRUARY 2010 Let s Talk Service LTS Service Bulletins: Jenn-Air Gas-on-Glass cooktops, glass cooktop breaking All Electric Convection Self-Clean Freestanding Ranges, code date <RY32 vibration noise during convection cooking All bottom-mount refrigerators locations of technical data sheet KitchenAid and Jenn-Air Wine & Beverage Coolers Film/discoloration between doors Whirlpool built stainless steel dishwashers Lower dish rack falls off tub rails; serials FY32-F003, models listed. Incorrect door rollers installed (see Pg 2) For complete information, visit Inside this issue: Spotlight: After Hours Appliance Service Still Shy About P4P? 1 Whirlpool Tech-Line Tips KitchenAid and Jenn-Air Refrigerator Door Alarm new service pointer NEW Decal and Uniform Patches order form After Hours Appliance Repair We all have those success stories, and here is a great one I would like to pass along. Bob Pyle was an appliance repair technician, and Matt Montgomery, a HVAC technician, working for the same company. Customer expectation satisfaction did not seem to matter; the message was run the call, collect the money and move on. Both very customer oriented, Bob and Matt noticed more and more customers needing service appointments later in the day and on weekends. That prompted them to start their own company, aptly named After Hours Appliance Repair. Initially, it was primarily a way to get additional income; however, it soon turned into much more. They started to Still Shy About P4P? [Editor s note: In 2009, Whirlpool introduced a Pay For Performance program, which allowed high performing service companies to earn bonuses based on achieving four, Performance Metrics.] Jim, I just wanted to send you a pick up warranty calls for other major brands and, because they offered customerconvenient times and understood consumer s needs and concerns, word got around! More and more dealers started to recommend After Hours Service. While on a service call for one of their dealers, they were asked if they provided warranty service for Whirlpool Corporation. At the time they did not, so the store manager asked them to give Whirlpool a try. When they contacted me, I determined that there was sufficient coverage in the area they wanted to service, so their application was denied. Determined to perform warranty work for Whirlpool Corporation, Matt and Bob did quick note and personally Thank You. Total Appliance did finally get our first Pay for Performance Bonus. We believe that without your coaching and the suggestions you gave us back in October, we would still be struggling in many of the scorecard areas. not give up. I received a phone call from one of the dealers they worked for, encouraging me to reconsider signing up After Hours. The confidence he expressed in these two men made me take another look, and I realized it would be a benefit to Whirlpool to give them a try. Looking back today, I realize that, if I had stubbornly stuck to my original decision, it would have been a big mistake! Today, After Hours provides warranty service for zip codes across Ohio, Pennsylvania and West Virginia. They just expanded to a remote market in WV that no See After Hours (photo, too) Continued on Page 3 It was an eye opener to us on your first visit that Whirlpool Corporation had removed our name from most dispatch zones. Whirlpool was Total Appliance s first authorized warranty company 25 years ago, and we did not want to lose this See Shy, Continued on Page 3

LET S TALK SERVICE Whirlpool Tech-Line Tips What is ESD (Electrostatic Discharge)?

You have seen the anti static labels on the packages of replacement parts.

Truth be told, your techs work habits may actually be contributing to control failures. To reduce this possibility, consider working with a ESD Field Service Kit. WHY?

2 LET S TALK SERVICE Whirlpool Tech-Line Tips What is ESD (Electrostatic Discharge)? Remember that winter game that you use to play as a kid shuffling across a carpet and watching the "lightning" when you and your friend touched fingers? That is ESD, the release of static electricity. You have seen the anti static labels on the packages of replacement parts. It is important for you to take steps to reduce the risk of damaging electronic parts There are three levels of ESD damage: Level 1 = Shortened Part Life Level 2 = Erratic Operation Level 3 = DOA Truth be told, your techs work habits may actually be contributing to control failures. To reduce this possibility, consider working with a ESD Field Service Kit. WHY? Believe it or not, the kits are not very expensive. They are a safe workstation for you. They will eliminate repeat service calls from ESDdamaged controls. They can be used to protect your customers top and console as you work. Best of all, it will increase your professionalism in your customers eyes! * * * * * Hint for Impeller Removal Stumped on removing a stuck Cabrio or Bravos washer impeller? The basket on these washers is not held down by a spanner nut. To remove a stuck impeller, simply pull up hard on the basket. DeLain Bomer, Technical Communications Manager, Fabric Care & Cleanup New, Jenn-Air Oven Diagnostics Mode The Tech sheet may be unclear on how to access the Diagnostics mode. To Enter the Diagnostics mode, press 3 different keys in sequence, 3 times in a row, within 8 seconds. Example 7 Display: 1), Set Up Menu, 2), Set Up Menu, 3), Set Up Menu, Example 4.3 Display: 1) 1, 2, 3 2) 1, 2, 3 3) 1, 2, 3 Robert K. Crawford Cooking Product Service Manager Without stabilizer Whirlpool Built Stainless Steel Dishwasher, Serials FY32-F003 Lower Dish Rack Falls Off Tub Rail SP K With stabilizer CUSTOMER CONCERN: Lower dish rack falls off tub rails when rack is pushed in or pulled out. CAUSE: Incorrect lower dish rack rollers installed. CORRECTION: 1) Verify that the correct lower dish rack rollers have been installed. This is identified by verifying that the stabilizers are attached to the roller assemblies (Fig 1 and Fig 2) 2) If stabilizers are not installed on the roller assembly, order the replacement roller assemblies from the repair parts list. SOG Clarification Policy Adjustments 3) If the stabilizers are installed on the roller assembly, contact the Whirlpool Tech Line Service at to ship a new, revised, lower rack assembly directly to the consumer. Phillip C. Lalley, Dishwasher Product Service Manager PAGE 2 Recently, clarifications were added to sections B and G of the Service Operating Guide: Under Claims Processing: Following Whirlpool policy as it applies to in warranty service, policy adjustments will not pay for installation correction or use and care instruction. Changes are shown in RED in both sections.

VOLUME 4, ISSUE 2 After Hours Appliance Repair (Continued from Page 1) other service company even wanted to service.

Bob and Matt formed their company in 1997. Today, they have Cindy P. office manager and the real person in charge.

is the service manager for West Virginia. Currently, they have 12 technicians, and have plans to grow to 16 by the end of 2010. In short?

Contributed by Jay Pantaleano, DSM, Ohio Valley The After Hours Service Family Shy (Continued from Page 1) relationship.

3 VOLUME 4, ISSUE 2 After Hours Appliance Repair (Continued from Page 1) other service company even wanted to service. I'm proud to have them servicing our customers; whenever I need help for any reason I just make a call, and they are On It! Their main concern is about taking care of the customer first. Bob and Matt formed their company in Today, they have Cindy P. office manager and the real person in charge. Cindy s sister, Penny, handles accounts receivables and service representatives Krista and Melissa. Rick H. is the service manager for Pennsylvania and Ohio, and Jim W. is the service manager for West Virginia. Currently, they have 12 technicians, and have plans to grow to 16 by the end of In short? After Hours Appliance Repair gets it customer satisfaction is what it is all about! Contributed by Jay Pantaleano, DSM, Ohio Valley The After Hours Service Family Shy (Continued from Page 1) relationship. Based on your suggestions that I will list below we have implemented all of them and we can really see the rewards, not only for your P4P system, but also our entire bottom line! 1) Call the routes in the afternoon on the day before: This enables us to find schedule conflicts, backfill cancellations, use our slower afternoon time rather than busy am. 2) Reschedule from Customers home: This has really improved our turnaround, before we would call when we get the part in and our schedule would be full, to the customer would have to wait a few more days, rather than, now we have them in a slot in our schedule and the parts arrive 95% of the time, on time for their appointment 3) Appointment reminders: Along with rescheduling from the customers home, we now give the customer a sticky note that gives them the time of the appointment and the part# that we are ordering, the customers appreciate that 4) Checking on backordered parts: We have built in to our schedule, a routine of checking backorders and calling the customer with an update 5) Technician appearance: In addition to the techs already wearing uniform, we added them wearing booties and giving the customers a business card with their name on it 6) Follow up calls: We call each customer 3 5 days after our service to follow up and ask if everything is ok, most customers like to hear from us, and are positive. We thank you and Whirlpool for giving us a chance to prove that Total Appliance not only provides excellent service, but we now also have excellent customer service. With some of the bonus money we are planning a night out for our staff! Sincerely, Tony Don t be shy about contacting your DSM to get a bit of coaching. We are in it for the long haul with your customers and your business, and we want your continued success! PAGE 3

4 WHIRLPOOL CORPORATION 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. Whirlpool Corporation 553 Benson Road Mail Drop 8020 Benton Harbor, MI to: NAR FSA@Whirlpool.com Fax: Registered Trademark/ Trademark of Whirlpool, U.S.A., KitchenAid, U.S.A., Jenn-Air, U.S.A., or Maytag Corporation, or its related companies. All other trademarks are owned by their respective companies. KitchenAid and Jenn-Air Built-in Refrigerators Service Pointer R Door Alarm Circuit The Open Door Alarm (ODA) is intended to alert the consumer that the refrigerator or freezer door(s) may have been left open unintentionally. The main control board monitors the status of door switches and turns off all interior lighting after ten minutes. The user interface (UI) in the refrigerator compartment (RC) monitors periodic messages from the main user interface on the status of the doors. The UI will turn off its displays except a door open status indicator; it will also sound an audible alarm. The alarm will emit three 0.1 second beeps spaced 0.1 seconds apart and will repeat these three beeps every two minutes until the Alarm Reset button is pushed. In some cases the consumer might notice they have a flashing indicator for the ODA but had not heard an audible alarm. There are three different reasons that this may have happened: Two minute timing, audible inhibition, or low volume. The consumer may have walked up to the unit and noticed the ODA indication in the two minute space between beeps. A consumer is unlikely to wait for audible indication before closing the door or pushing Alarm Reset. They are likely to assume that the alarm never sounded. The UI is not synchronized to sound the ODA at the same moment that the main control board turns off interior illumination and so these may happen as much as two minutes apart. The UI will disable the audible alarm for an ODA following an Alarm Reset. It does this to avoid nuisance alarms in cases where the actual problem is with the door switch (the same is true of other alarms such as the Over Temperature Alarm). To disable the audible alarm a hard reset is required; this is accomplished by turning off cooling (via the Cooling On/Off button on the UI) or turning off power via the main power switch. The volume of the beeps is not particularly loud; this combined with their short duration means that the consumer may not have heard the beeps. The alarm was not intended to be heard from beyond the kitchen or over above average ambient noise levels. No repairs are warranted in the above cases; customer instruction is appropriate. To test if the audible alarm in the UI has actually failed, take the following steps: Open & close the doors, perform a hard reset by turning power off then on; open the refrigerator door and begin timing. Remain at the door and listen for the alarm to first sound 8 to 12 minutes after opening the door. If the lights shut off, but the alarm is not heard, replace the UI.

5 6% sales tax in Michigan only Name on Credit Card Billing Address for Card Credit Card type Credit card number Exp. date CVV# Distributor/Name Ship to Address City State Zip Ship Attn Phone Authorized Buyer

LTS. Let s Talk Service. Proper Sealed System Diagnosis A Real Timesaver

LTS. Let s Talk Service. Proper Sealed System Diagnosis A Real Timesaver December 2007 LTS Let s Talk Service NEW SERVICE BULLETINS: Cooking 8178683 Maytag & Jenn-Air Microwave Combo, trim not flush 8178684 Jenn-Air & Amana Microwave Ovens, discoloration of cabinets Refrigeration