Transcript Slide 1
Whirlpool Techline Processes Hours of Operation Monday Through Friday 8:00 A.M to 5:30 P.M. Eastern Standard Time Zone 8:00 A.M. to 5:30 P.M. Central Standard Time Zone 8:00 A.M. to 5:30 P.M. Mountain Time Zone 8:00 A.M. to 5:00 P.M. Pacific Time Zone Email Addresses All Whirlpool, KitchenAid Products send to : Whirlpool Techline @ whirlpool.com All Maytag, JennAir Products send to: MaytagTechline @whirlpool.com Fax Numbers Whirlpool, Kitchen Aid Products 1/800/772/9172 Maytag, JennAir products 1/866/266/6704 All Commercial Laundry products need to call 1/800/NOBELTS (662/3587) Techline Telephone VRU choices Calling main phone number Select 1 for all Maytag, JennAir products Select 2 for all Whirlpool, Kitchen Aid products. Whirlpool option 2 will lead to options: 1 Built in Refrigeration. 2 Parts. This is for help in finding parts not on breakdown. Do not use this option for part issues. (Whirlpool Only) 3. Engineering Feedback. This is for reporting issues in the field on any product. Engineers monitoring these line will not call back with advise on repairing a unit. This should go through the Techline. If you see an issue on several units or something out of the ordinary please call and leave the model ,serial number, your name and contact number. If you have a suggestion to better a product, or a fix on an issue call and leave the information. 4 Is for Technical support Information needed when calling Techline Your account number and name Customer’s complete information Name, Home telephone number-Complete Address Complete Model and Serial Number. Model Number should have engineering code on Whirlpool, KitchenAid products. KUDS02JBL(0) Our Pledge Techline has the responsibility to assist in the repair of the product. We will advise you on how to repair the product. You should have all information on the issue ready when calling. Customer’s complaint, Voltage, Temperature checks. What was done to the unit and parts that have been replaced. Is this an ongoing issue with the unit, intermittent, and can it be verified? Non-resolution Repairs At times Techline can not determine how to repair the unit. When this occurs the customer’s file will be sent to engineering for repair advice. The Techline consultant will advise you that a Product Report is being generated to engineering. This can take up to 7 working days. The Techline consultant will need a contact phone number for you. When an answer is received from engineering you will be contacted with the resolution on the repair. The Customer’s file will be documented as such. Part Issues Techline will only support the installation of a part. (Location, Wiring, Access of Whirlpool product only. This is not available for Maytag parts at this time) Techline will not support part issues of: Wong part received Wrong color received Damaged part All part issues need to be referred back to part distributor for resoluation. Policy Adjustments The Techline does not issue Policy Adjustments for Trip, Labor, Second Man, Mileage, etc. You will need to contact your Trade Partner Support Specialist for assistance. You can request that the Techline representative document the Customer’s file with what is needed and why.