Volume 3, Issue 2 February 2009 LTS Let s Talk Service SERVICE BULLETINS: Cooking 8178768 Model/serial number incomplete IKEA built-in Refrigeration 8178765 Not dispensing ice SxS, non- In-Door-Ice models 8178771 Some Whirlpool and Amana Side by Sides eliminate one glass bin cover 4317444A Refrigerator compartment too cold French Door models with In-Door-Ice & water Check ServiceMatters.com for 24/7 Service Updates! INSIDE THIS ISSUE: Cyberspace Training 1 Electronic Control Board Reman Project NEW! Laundry Training DVD March 1 1 2 Claims Corner 2 Reman Control Return How-To Warming Drawer Controls 4 3 Technician Training Enters the Electronic World of Cyberspace Attending technical training meetings, when you live many miles away from the nearest training location, can be a challenge not to mention time consuming and costly. Whirlpool has always made it a requirement for our Independent Service Contractors (ISCs) to attend these training meetings and is aware of these challenges. Consequently, we have developed a few new and different methods for presenting training material, including the use of the internet. In place of booklets, we are now using CDs and mailing them directly to ISCs located in more remote locations. These CDs include PDF files (the Adobe Acrobat Reader software is available FREE) for the books, manuals and job aids, along with videos of product tear-down to assist in the hands-on training process. A cyberspace method of presenting training is through a recorded version of a live web based Webex training session. What this means is that the Field Service Representatives (FSRs) join together and present the training via Webex and record it. Once it s recorded, a link to the recording is created and sent to the remote ISCs. This allows the time flexibility for viewing training to be at the discretion of the service company. A high-speed internet connection is required to view the link, if there are videos inserted into the presentation. If there are no videos inserted, then a dial-up connection is sufficient. With videos inserted and using dial-up, you can view the basic presentation but will not be able to view the videos. In this instance, you would need to advance the timeline located at the bottom of the viewing page past the video to the next slide. CONTROL BOARD REMAN PROJECT In the past several months, Whirlpool Corporation has encouraged all areas of its business units to understand the changing economic environment and investigate ways to do business differently, as we prepare for an even stronger future. A cross functional team has been analyzing the current program of remanufacturing electronic control boards. After studying the process and requesting input from Parts Distributors, Servicers and consumers, the team has developed two initiatives to test and analyze results in order to create a best practice process. Both initiatives will have their own list of SKUs, and will differ as follows: 1. A refresh of the current core charge and return process incorporating better communication to help build awareness of the need to remanufacture control boards, while integrating a customized label that will quickly identify SKUs that are part of the process, and 2. A voluntary return process with NO core charge applied making it simple to participate by including a pre paid, shipping label for either the technician or the consumer to drop the return part in the mail. This eliminates the need for a core charge debit and credit process. This new process is being tested to see if the return rates will be adequate. As the two initiatives are tested, the benefits will become evident through RTC Training Schedule 5 See Cyber Training, Page 4 See Control Board Reman, Page 4
Volume 3, Issue 2 Page 2 Training DVDs - Laundry Whirlpool would like to announce our new laundry training DVD. This DVD is a great solution for any immediate training needs you may have when it comes to our laundry products. Whether you are training a new technician, or need to brush up on your own skills, this DVD will provide you with all the information you need to properly repair our product. This will include how to read and interpret Esterline charts and wiring diagrams, theory of operation, the testing and diagnosing of the major components, and how to access all the major components. W h i r l p o o l T e c h l i n e T i p s The laundry DVD covers the following products: Duet Steam Washer Cabrio Washer Direct Drive Washer 29 Gas & Electric Dryer 24 Washer Dryer Combo 27 Washer Dryer Combo (Thin Twin ) This DVD can be a great tool for your technicians, giving them the ability to enhance their technical knowledge of our product. This is a perfect opportunity to improve any technician s productivity, avoid costly call backs, and to add to your bottom line. Make sure your technicians are working smarter, not harder, by efficient and correct diagnostics. Remember, just one more completed call per day can easily add $300 a week to your bottom line. That s a potential for $15,000 a year per technician! The Laundry DVD is scheduled to launch March 1st. The part number for the DVD is W10239594 and may be ordered through any authorized Whirlpool parts distributor. Check with your parts distributor today to start or brush up on your training. Mark Houghton Field Service Rep, District 812 C LAIMS O R N E R Notes From Nadia Uhlemann s Claims Processing Team Tips for searching warranty status in Service Matters We would like to remind servicers that the serial area in Service Matters is a nonvalidating field. When researching model numbers in Service Matters (Entitlement Search) please be aware that the serial number area is a Non-Validating Field. As long as any valid model number is entered, and any digit is entered in the serial area, it will pull up a warranty. Questions? 888-678-8808
February 2009 Let s Talk Service REMANUFACTURE OF CONTROL BOARDS Required Remanufacturing Process with $35 Core Charges included Each SKU will be shipped with the following items: A Green label on the exterior of the package identifies that the enclosed control board has been remanufactured, meeting Whirlpool FSP standards. Voluntary Remanufacturing Process with No Core Charge included Each SKU will be shipped with the following items: A Green label on the exterior of the package identifies that the enclosed control board has been remanufactured, meeting Whirlpool FSP standards. Inside the package is a Core Return Tag that outlines information on the product being repaired. This provides information back to both the Whirlpool Collection Center, and eventually to Whirlpool Engineering for analysis. Within the package are instructions for returning the damaged control board to the Whirlpool Collection Center. It includes directions for noting the appliance serial number on the return label for further quality analysis. Also included are the return instructions for both the core charge/debit process, as well as for packaging the damaged board for shipment back to the Whirlpool Collection Center through your Parts Distributor And, included is a prepaid shipping label, allowing either the technician or the consumer to simply drop the package into a mailbox for shipment back to the Whirlpool Collection Center. NOTE: A strip of tape will also be included, so that the carton may be easily resealed. Please visit servicematters.com for more information
Volume 3, Issue 2 Page 4 Cyber-Training, Continued from Page 1 Listed below are four links for the Fall 2008 Training, with each link taking about 28 to 39 minutes to complete, depending on which link is selected. Each presentation has videos inserted, so a high-speed internet connection is required if you want to view the videos. Give it a try, and see how you like it! Simply click on the links provided below or copy and paste the link into your internet browser. We are planning some future training sessions to be conducted live via the internet. These would include FSRs performing the product tear-down and demonstrations in real time. Questions can be addressed as the session progresses. This will never take the place of face-to-face training, but as time and resources become scarcer, it will be the most efficient method to present timely, uniform and consistent product material and information to the service network. So, welcome to the electronic and web world of cyberspace training! I know you will enjoy the ride into the future of the Whirlpool training world. Training Links: Cooking Updates 37 minutes AT=pb&SP=MC&rID=34071747&rKey=DD53D4D42D71F43 9 Laundry Updates/Accessories 39 minutes AT=pb&SP=MC&rID=34071757&rKey=B3F9877CC20CEC97 Dishwasher Updates 29 minutes AT=pb&SP=MC&rID=34063682&rKey=EF147A24426AC835 Refrigeration Updates 28 minutes AT=pb&SP=MC&rID=34071767&rKey=B13C43E76CF084F9 Tim Burdick, FSR District 897 Cliff Chewning, Market 295 Manager W h i r l p o o l T e c h l i n e T i p s Complaint - Control Indicates Warming Drawer Not Available (scrolls across the screen FEATURE NOT AVAILABLE ) There are a few items that may cause the control to indicate that the warming drawer function is not available (listed in order of most probable first). If there are fault codes related to the warming drawer, then the warming drawer will not function. Check the fault codes in diagnostic mode. The warming drawer sensor is disconnected, either at the control (P10 connector pins 3 and 4), or at the in-line connector near the sensor. Check the warming drawer sensor in diagnostic mode to verify that it is reading correctly. The ERC control thinks that the door is locked. If the oven door is locked, then the ERC control will not allow the warming drawer to be used. This can be tested by placing the range in BAKE mode; if the oven heats normally in the BAKE mode, then the ERC control does not think that the door is locked. Affected Models: GFE471LVB0 GFE471LVQ0 GFE471LVS0 YGFE471LVB0 YGFE471LVQ0 YGFE471LVS0 GFG471LVB0 GFG471LVQ0 Robert K. Crawford Product Service Manager, Quality & Service, Cooking Control Board Reman, Cont d from Page 1 Better service for our consumers maintaining FSP standard part availability Improved quality Whirlpool engineers can analyze data from the returned core boards Protection of the environment recycling is a more efficient use of resources We will provide reference pages that provide examples of the return labels, instruction sheets, the newly created identification label for boards that are part of the program, as well as a FAQ for the Reman Initiative. Whirlpool Corporation and the Reman Team appreciate your willingness to participate, as we work together to formulate a best practice for a valuable program. If you have any questions regarding the information, please feel free to contact your Field Service Representative. Jim Evans Market Manager
February 2009 Let s Talk Service 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 49127 Email to: Judith_A_Wittmann@Whirlpool.com Fax: 269-759-7112 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. REGIONAL TRAINING CENTER (RTC) TRAINING SESSION SCHEDULE WINTER/SPRING 2009 TRAINING SESSION SCHEDULE Robert Morgan Educational Center (MIAMI, FL) SOLD OUT Refrigeration Feb. 10, 2009 - Feb. 13, 2009 OR Laundry Feb. 17, 2009 - Feb. 20, 2009 COMPLETED Kitchen Feb. 24, 2009 - Feb. 27, 2009 Tulsa Technology Center (TULSA, OK) Laundry Mar. 24, 2009 - Mar. 27, 2009 Kitchen Mar. 31, 2009 - Apr. 03, 2009 Refrigeration Apr. 07, 2009 - Apr. 10, 2009 Hacienda La Puente Adult Education (LA PUENTE, CA) Refrigeration Apr. 28, 2009 - May 01, 2009 Laundry May 05, 2009 - May 08, 2009 Kitchen May 12, 2009 - May 15, 2009 IMPORTANT NOTICE, PLEASE READ... For a training session to be conducted, there need to be 8 registered students by the registration deadline. If not, the training session will be canceled. For this reason, we highly recommend that you do not make any airline reservations that cannot be canceled or changed before the training session registration deadline. SUMMER/FALL 2009 TRAINING SESSION SCHEDULE Tulsa Technology Center (TULSA, OK) Madison Park Technical Vocational High School (BOSTON, MA) Los Medanos Community College (PITTSBURG, CA) ALL TO BE ANNOUNCED ON JUNE 1, 2009 BRANDS TRAINED ON All Whirlpool Brands Maytag Brands Built After 2006 PRODUCTS TRAINED ON Domestic Refrigeration Products Domestic Laundry Products Domestic Kitchen Products REGISTRATION FEE Authorized Service Company $695.00 with/hotel $550.00 no/hotel Non-Authorized Service Company $750.00 with/hotel $600.00 no/hotel ITEMS INCLUDED IN REGISTRATION FEE Breakfast, Lunch & Snacks 4 Nights Hotel, if Selected 28 Hours of Instruction Student Program Guide Various Handouts & DVDs Training Sessions presented by 2 Whirlpool Trainers All Tools Provided Transportation Between the Training Center and Hotel Each Day