VOLUME 4, ISSUE 4
APRIL 2010
Service Pointers
K4317483—Jenn-Air® and
KitchenAid® Gas and Dual
Fuel, large, 20,000 BTU
burner not lighting all the
time.
L8178802—Maytag®
Bravos® dryer, excessive
vibration.
(Continued on Page 6)
News fro m the West
The winds of change are blowing through the west‐
ern states, causing adjust‐
ments to key field support staff. Solidifying coverage in five, Rocky Mountain States we have one, new District Service Manager (DSM), and another DSM who was reas‐
signed to a vacated district. The retirement of Bill Dillard Notice anything new? in late 2009, after 37 years Some of you have commented of service at Whirlpool, ne‐
on the changes made to the cessitated the realignment ServiceMatters.com website and hiring of personnel to over the past 10 months. LTS provide the level of service format changes were desired by the independent performed to fit in with the network. On a side note, “family” look! Give us your Bill has moved to the south‐
comments at ern United States to spend NAR‐FSA@whirlpool.com his golden years with family out the country, covering and friends. assignments to several key positions in both sales and Chris Moffett joined the service. All that experience team out west about a year has provided him with a ago, serving the mountain wealth of appliance industry states of Colorado and Utah. knowledge. Chris is now He was recently reassigned charged with developing a to the northern states of comprehensive distance Montana, based learning (DBL) plat‐
Wyoming, form to give the many re‐
and mote markets in his district Idaho, to access to high quality train‐
replace ing. This will include the use Bill. Chris of the internet and DVDs in joins our training the service net‐
group Chris Moffett
work. after nearly 32 years with Whirl‐
pool Corporation. Starting in Texas, he moved through‐
See News from the West, Page 3
How to Set Up in Service Be nch for Electronic Payments
ber and/or Bank Account General Info page opens. 1. Click the main menu page, click Main on the menu Number data fields. 4. Click the Payment Info bar, and select Secure Site link under the menu bar. 6. Click Save. If you entered to encrypt the information payment information for The Dealer Payment infor‐
you enter. mation page opens. direct deposit, payments will begin to be directly 2. From the main menu 5. Enter or edit your banking deposited within two pay‐
page, click Administration information for your ac‐
ment cycles. on the menu bar. counts that are used to 3. Click Dealer Info from the Dealers submenu. The ©2010 Whirlpool Corporation
receive claims payments in the Bank Routing Num‐
From Service Bench Main Menu,
Service Provider Help
Inside this issue:
News from the West
1
Before you call…
Tech-Line ™ Service
2
Serial Number CHANGES
3
New, KitchenAid® and
Maytag® Refrigerators
4
Global Redesign of Whirlpool® 5
Side by Side Refrigerator
Getting It Straight
6
April 2010
LET’S TALK SERVICE Whirlpool ® Tech -Lin e ™ Service Tips
Our Mission To deliver the most complete and up to date technical information in a friendly, professional manner. This is done with these objectives in mind: repair our products in the most efficient amount of time, help enhance first call completes, provide world‐class cus‐
tomer service. that your call can be routed to the proper agent. Prior to calling in, please have the fol‐
lowing information ready: 1. Servicer pay code 2. Current security code 3. Complete customer information (name, complete mailing address, phone number) In order for the Tech‐Line™ Service to 4. Model and Serial numbers (including live up to our mission statement, we engineering revision digit) need your help. Please listen to the phone options when calling in; it is im‐ 5. Customer complaint portant to select the correct option, so 6. Have diagnostics been run? If so, what were the results? 7. Were there any error codes? 8. What is the service history? 9. Have tools and meter ready to make checks 10. Voltage readings, gas pressures and water pressure, as appropriate. Tech‐Line™ Service Hours of Operation Monday ‐ Friday 8:30 A.M. to 5:30 P.M. Eastern, Central and Mountain Time Monday ‐ Friday 8:00 A.M. to 5:00 P.M. Pacific Time ATTENTION —Par ts Return Test Pilot
The message will instruct you how to We are currently running a test for a parts return program. Certain parts print out a packing slip for mailing. If have been selected for this test. If you your company has not received a com‐
are using one of these parts on a claim, you may receive a popup message indi‐
cating that we would like that part re‐
turned to the manufacturer, and instruc‐
tions for doing so. munication about participating in this program, please disregard the parts re‐
turn message. How to Correct a Reje cted Warranty Claim in Service Bench
When you have a rejected claim, it is not necessary to have the Exceptions Team make the correc‐
tions. You are able to correct the claim and resubmit it. Steps for correcting rejected claims: ∼ Go to Claims Review option under the Claims Processing header ∼ Enter the claim reference number, or claim number, and click SEARCH ∼ Click the pencil next to the claim line, which will open the rejected claim and allow you to make any needed corrections ***DO NOT CHANGE YOUR REFERENCE NUMBER*** ∼ Make corrections, then click on the blue tab at the bottom of the claim to SAVE AS A NEW CLAIM ∼ A box appears: "This will create a new claim with the current information, continue?” Click OK ∼ After clicking ok, a new, blue tab [SUBMIT] will appear at the bottom of the screen.... Click on tab ∼ Finally, a pop‐up will appear, asking, "Are you sure you want to submit this claim for the total dollar amount?” Click OK, which will submit the claim and place it into a PENDING status, in the queue for processing. PAGE 2
©2010 Whirlpool Corporation
Kim Rosencrantz, Exception Management Team
April 2010
VOLUME 4, ISSUE 4 Serial Number Configuration Changes
Beginning in 2010, the serial num‐
ber format will be changing slightly. The first digit in the five character sequence can be used as the (factory) line number, and last four digits will be a combination of alpha and numeric characters. This gives each manufacturing plant 923,521 possibilities for each produc‐
tion line per week. This change also gives a unique serial number to each unit, with no duplication for over 30 years. Example—Current Serial
Number for mat
Example—NEW Serial
Number for mat
News from the “West” (Continued from Page 1)
ance industry. His parents own an appliance store that not only sells, but provides service as an authorized Whirlpool servicing dealer. After earning a degree in Chris resides with his wife, dog math/business at Manchester and three cats in southern Wash‐
College, Mark spent four months ington State near Portland, Ore‐
in Greece living in downtown Ath‐
gon. His two sons have left the ens and traveled all over the re‐
nest and are attending colleges in gion, including the Pacific Northwest. Living in Italy and Egypt. this part of the country makes it Mark has relo‐
easy to pursue his hobbies of ca‐
cated to the noeing, fishing and outdoor pho‐
greater Denver tography. You can reach him at area and will be the office, by phone at 360‐882‐
serving the 7330, or e‐mail, states of Colo‐
Christophe_S_Moffett@Whirlpool.com rado and Utah. The newest member to the west Mark Keen
Having played is Mark Keen. He comes to us football in col‐
after serving two years with lege for four years (a lineman, so, Whirlpool as a sales development heavy on blocking and tackling!), representative in the Chicago his interests include sports of all area. Mark grew up in the appli‐
(For more information, check out the December 2009 issue of Let’s
Talk Service for an in‐depth ar‐
ticle on DBL.) kinds. Some of his favorite teams are the Cubs, Rockies, Cowboys and Blackhawks. His hobbies are golf (he has a hole in one by the way), paintball and whitewater rafting. You can reach him at the office, by phone, 970‐776‐9155, or e‐mail him, at Mark_Keen@Whirlpool.com Please feel free to contact either of these two DSMs to address any issues or concerns you may have regarding the after‐sales, service experience. They are both well qualified to assist you and will be seeing you during the upcoming training rounds this spring. Let’s be sure to put the past couple of tough economic years behind us, and make 2010 the year of growth and success. Clifford Chewning,
Regional Service Manager
PAGE 3
©2010 Whirlpool Corporation
April 2010
LET’S TALK SERVICE New Maytag ® and KitchenAid ® 26 Cubic Foot
Side by Side Refrigerators for 2010
We hear that sometimes technicians Watch for these new KitchenAid® and feel they are the “last to know” when a Maytag® refrigerators early this sum‐
new product is introduced. Well here is mer: an update on a new design, side by side ∼ Improved energy qualifications model which launched production on (30% Energy Star®) for KitchenAid® April 5, 2010. Open to Ship date is and Maytag® models planned for May 17, 2010. ∼ Improved Quality Maytag® d ispe nser mock- up
Models: ∼ Two‐paddle, flush‐mount Ice & KSRL25FXBL KSRJ25FXMT Water dispenser design Kitche nAid® d isp e nse r mock - up
KSRL25FXMS KSRJ25FXWH ∼ Flush‐mounted dispenser KSRL25FXMT ∼ Contoured, hidden‐end cap, hidden
‐hinge doors KSRL25FXWH MSD2559XEB ∼ Available in Black, White, and KSRJ25FXBL MSD2559XEM Stainless doors, KitchenAid brand KSRJ25FXMS MSD2559XEW also offers the Satina® stainless‐
look Maytag® mock-up
KitchenAid® mock-up
PAGE 4
©2010 Whirlpool Corporation
April 2010
VOLUME 4, ISSUE 4 ...and, if on e new roll-out is not enough, how about two? Wh ir lpool
brand will introduce a completely re-des igned, global, side by side
refrigerator platform in 2010. The first models will be in the market
by early this summer. Additional mode ls to launch in the fall of 2010.
Here are just a few of the customer benefits available on
some of these new models:
GSS26C4XXA
GSS26C4XXB
GSS26C4XXT
GSS26C4XXW
GSS26C4XXY
Full‐ and counter‐depth models
Adjustable refrigerator door, bottom hinge
Improved air flow in both freezer and refrigera‐
tor compartments
Screw‐attached base grille. Both doors must be open to 90 degrees to remove.
Kitted handles and an extra set‐screw shipped inside the product
Larger capacity (up to 30 cubic foot)
Improved energy efficiency
Updated exterior styling including hid‐
den hinges, smooth doors, flush dis‐
penser, and smaller base grille
New electronic controls
In‐Door‐Ice® Plus dispensing system with small cube ice maker, and bucket on the door
Improved water and air filtration ac‐
cess inside the refrigerator compart‐
ment
LED lighting on some models
Microtech™ Shelf spill protection ____________________
Additional, design differences
which service technicians and
installers need to be aware of, include:
New, global platform design and operating software 3‐wheel roller system on full‐depth models
Freezer door removal & replacement requires extra care with two water lines and one wire harness routed through the lower hinge IMPORTANT NOTE: REFER TO THE
INSTALLATION INSTRUCTIONS BEFORE
ATTEMPTING DOOR REMOVAL
Watch for more information in next month's edition of LTS PAGE 5
©2010 Whirlpool Corporation
April 2010
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 49127 Email to: NAR_FSA@Whirlpool.com Fax: 269‐923‐5342
®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.
Getting it Straight
Occasionally, an attempt to not be repaired by the service the product at the time of deliv‐
clear up misunderstandings can company, they must call the ery, for any damage. TPSS to resolve the issue with If a product is found to have fall short. We are still hearing from service companies regard‐ the customer. Any damage cosmetic damage at any later ing what does or does not con‐ caused by a delivering company time, it is not covered. The only stitute cosmetic damage and— is the sole responsibility of that exception—and only for 30 in a nutshell—what will be paid delivery company or the selling days—is, if the dealer, and is not cov‐
for under the warranty. cosmetic dam‐
ered under the 30 day According to the Service Oper‐
age is caused ating Guide (SOG) found in Ser‐ cosmetic by a defect in [manufacturing de‐
viceMatters.com, Section A, materials or fect] warranty.” Page 2, D: workmanship, Is the appliance in the and it is re‐
“Cosmetic damage, including customer’s home? ported to scratches, dents, chips, or other Whirlpool Cor‐
damage to the finish of a major How many days since delivery? Meaning, poration within appliance, is not covered under that cosmetic damage 30 days from the manufacturer warranty, Steve Hinrichs
(as defined in the SOG) the date of pur‐
unless such damage results is not covered under chase. from defects in materials or workmanship, and is reported warranty by the manufacturer. Whirlpool Corporation is not The customer and his or her to Whirlpool within 30 days held responsible for any dam‐
dealer should carefully examine from the date of purchase. If ages caused by a delivery or in‐
stallation company. the damage is major and can‐
Service Pointers (Continued from Page 1)
R4317484—KitchenAid® and
Jenn-Air® Built-In Refrigerators,
freezer drawer hard to open or
close.
©2010 Whirlpool Corporation
R8178801—Amana®, Maytag® and For complete information, visit
Whirlpool®, 22ft and 25ft Side by www.servicematters.com
Side Refrigerators, water filter leaking.
April 2010