LTS. Let s Talk Service. Background Check Renewal. What s Inside This Month?

Transcription

1 LTS Let s Talk Service Background Check Renewal June 2015 What s Inside This Month? Page 1 Background Check Renewal Page 2 Pointers and Tips As you are all aware, technician background checks must be renewed every two years. Whirlpool Corporation recognizes that technicians in remote areas of the country may have previously experienced difficulties when attempting to locate a laboratory to perform the required, 9-panel drug screening. PlusOne Solutions has recently expanded their network to include many more laboratories nationwide. We urge you to use the online application process, using the link PlusOne Solutions has dedicated for Whirlpool: plus1solutions.net/whir / to apply for a background screen and to search for a laboratory. For any questions about the process, please feel free to contact PlusOne Solutions, at , ext 32. Page 2 Modification to Exception Management Team Phone Hours Additional - Updated FAQ s for ServiceMatters.com Viewing Issues Note: Should you have problems with the online application, please be sure to clear the cache for your browser, exit the browser window, and then open a fresh browser window. Cookies and cache are the usual culprits for issues like this, and there is a method to clear them in each type of browser. PlusOne Solutions recommends the use of Google Chrome, however Mozilla Firefox also works well. Let s Talk Service Benton Harbor Michigan Volume 8 Issue 6

2 COOKING Technical Job Aid W This KitchenAid Job Aid, 27- & 30-Inch, Single and Double Wall Ovens (Part No. W ), provides the In-Home Service Professional with information on the installation, operation, and service of Built-In, Single and Double, Wall Ovens. For specific operating information on the model being serviced, refer to the tech sheet provided with the appliance. GOALS AND OBJECTIVES: The goal of this Job Aid is to provide information that will enable the In-Home Service Professional to properly diagnose malfunctions and repair KitchenAid Built-In Wall Ovens. The objectives of this Job Aid are to: Understand and follow proper safety precautions. Successfully troubleshoot and diagnose malfunctions. Successfully perform necessary repairs. Successfully return the Oven to its proper operational status. W , Continued HIGHLIGHTS: Operation, Electronic Diagnostic Mode, and other component testing. Also covers component access (including a complete teardown video), along with wiring diagrams. * * * * * Technical Job Aid W Dishwasher Microfiltration Dishwashers with Advanced ProDry Job Aid, KD-17 This job aid is being released without the tear down video links since this product is already in the field. When finalized links are added to the job aid, the updated job aid will be re-posted and another notice will be sent. Description: This Job Aid is to provide information that will enable the In-Home Service Professional to properly diagnose malfunctions and repair the 2015 KitchenAid Microfiltration Dishwasher with Advanced ProDry. Modification to Exception Management Team Phone Hours As part of the Continuous Improvement culture at Whirlpool Corporation, our organization is focused on our ability to quickly and efficiently process your service claims. In the second quarter of 2015, our Claims Processing team achieved our goal of driving quicker turnaround of claims payment. This has resulted in lower call volumes, allowing us to further reduce phone hours to leverage resources for additional improvements. Effective immediately, the hours for the Exceptions Management Team will be Monday through Thursday, from 1:00 p.m. to 4:00 p.m., Eastern Time. We encourage you to leverage available online ServiceBench tools (Escalation function), should you have a need to contact us regarding claims payment questions. If you have questions regarding ServiceBench functionality, please take advantage of the multiple online resources available on ServiceBench.com, under the Help link, in the upper right hand corner. There you will find multiple Product Support options, as well as links to FAQs and training including webinars and tutorials. For Complete Information, please visit Search Center at the ServiceMatters.com website. While we understand this may require some modification to your business practices, we are confident that, as we reduce payment cycle time, you will realize significant benefits to your operations and cash flow. Let s Talk Service Benton Harbor Michigan Volume 8 Issue 6

3 WHIRLPOOL CORPORATION SERVICEMATTERS.COM VIEWING & DISPLAY ISSUES PDF S ARE NOT FORMATTED OR SHOWING PICTURES WHEN VIEWING THE PDF WITHIN BROWSER OR PROGRAM. It may be necessary to right click on the link provided and select the "Save Target As" menu option to save the file directly to your computer s hard drive. Then, use Adobe Reader to open and view the PDF file. Formatting and pictures should view normally. WHEN VIEWING THE PDF IN GOOGLE CHROME. Chrome may have the wrong plug in enabled. 1. Open the Chrome browser. 2. Type, chrome://plugins in the website address bar (URL) (without the quotes) 3. Check the PDF plugins: Chrome PDF viewer disable Adobe Reader enable GETTING AN ERROR WHEN TRYING TO OPEN THE PDF FILE ALTERNATIVE WEB BROWSER Whirlpool Corporation strives to provide complete support for as many web browsers as possible. Over the course of troubleshooting many of these issues we've noticed that some browsers perform more consistently. If you continue to have trouble with Internet Explorer, it is possible that using an alternative browser like Mozilla Firefox or Google's Chrome could actually resolve the problem. CLEAR THE BROWSER CACHE Cache is the temporary storage of web documents; your browser stores a copy of scripts and files that help run sites you visit a lot to speed up the experience. In order to resolve your issue, please follow the CLEAR BROWSER CACHE PROCEDURE below. WHITE (OR BLANK) SCREEN ISSUE White and/or blank screen issues can be resolved by clearing the cache located in your internet browser. Cache is the temporary storage of web documents; your browser stores a copy of scripts and files that help run sites you visit a lot to speed up the experience. In order to resolve your issue, please follow the CLEAR BROWSER CACHE PROCEDURE below. TROUBLE ACCESSING TECH SHEETS

4 SERVICEMATTERS.COM VIEWING AND DISPLAY ISSUES Recently we have been receiving an increased number of user complaints pertaining to the Tech Sheets and Wiring Diagrams section of the Technical Library, also referred to as "Error Codes". Whirlpool has taken steps to resolve these issues and we believe a majority of users should no longer have any problems. If you continue to have trouble, perhaps one of the following troubleshooting items may work. Save Target As Due to the file sizes of some of these PDF files it may be necessary to right click on the link provided and select the "Save Target As" menu option to save the file directly to your computer s hard drive. Alternative Web Browser Whirlpool Corporation strives to provide complete support for as many web browsers as possible. Over the course of troubleshooting many of these issues we've noticed that some browsers perform more consistently. If you continue to have trouble with Internet Explorer, it is possible that using an alternative browser like Mozilla Firefox or Google's Chrome could actually resolve the problem. 2 W HIRLPOOL CORPORATION

5 CLEAR BROWSER CACHE PROCEDURE Select the browser(s) Browser Document Link Internet Explorer 6 Internet Explorer 6 Internet Explorer 7 Internet Explorer 7 Internet Explorer 8 Internet Explorer 8 Internet Explorer 9,, 10, & 11 Internett Explorer 9-11 Firefox Firefox Chrome Chrome 3 WHIRLPOOL C O RPORATION

6 1. Select Tools > Internet Options. Internet Explorer 6 2. Click on the General tab and then the Delete... button. 3. Click the Delete files... button and then OK on the Delete Files confirmation window. 4 WHIRLPOOL C O RPORATION

7 1. Select Tools» Internet Options. Internet Explorer 7 2. Click on the General tab and then the Delete... button. 3. Click on the Delete files... button. 5 WHIRLPOOL C O RPORATION

8 4. Click the Yes button. 5. Click on the Delete cookies... button. 6. Click the Yes button 6 W HIRLPOOL C O RPORATION

9 . 1. Select Tools > Internet Options. Internet Explorer 8 2. Click on the General tab and then the Delete... button. 7 WHIRLPOOL C O RPORATION

10 SERVICEMATTERS.COM VIEWING AND DISPLAY ISSUES 3. Make sure to uncheck Preserve Favorites website data and check both Temporary Internet Files and Cookies then click Delete. 8 W HIRLPOOL CORPORATION

11 SERVICEMATTERS.COM VIEWING AND DISPLAY ISSUES 9 W HIRLPOOL CORPORATION

12 Internet Explorer 9, 10 and Select Tools (via the Gear Icon) > Safety > Delete browsing history... NOTE: You can also access this menu by holding Ctrl + Shift + Delete. 2. Make sure to uncheck Preserve Favorites website data and check both Temporary Internet Files and Cookies then click Delete. 10 WHIRLPOOL C O RPORATION

13 3. You will get a confirmation at the bottom of the windoww once it has successfully cleared your cache and cookies. 11 WHIRLPOOL C O RPORATION

14 Firefox Click the Menu (three stacked horizontal lines), click History, then click Clear Recent History... NOTE: You can also access this menu by holding Ctrl + Shift + Delete. 2. Click on the drop down box to the right of Time rangee to clear: and select Everything. Then, click on Details and check both Cookies and Cache.. Click on Clear Now. 12 WHIRLPOOL C O RPORATION

15 Chrome 1. Click on the settings icon that appears to the right of the address bar. In the newest versions of Chrome, this appears as three horizontal lines and in older versions will be a wrench icon. NOTE: You can also hold Ctrl + Shift + Delete and skip to step From the menu, select Tools > Clear browsing data Check the following: a. Empty the cache b. Deletee cookies and other site and plug-in data 13 WHIRLPOOL C O RPORATION

16 4. Select the beginning of time in the drop down box and click on the Clear browsing data button. 14 WHIRLPOOL C O RPORATION