Knowledge Base
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Claims
COD, warranty, and 3rd party warranty claim procedures.
CSR Portal
Customer service representative resources, schedules, and training.
Parts
Part research, ordering, rescheduling, and truck stock.
Processes
Daily routines, customer procedures, authorization requests, and more.
Safety & Field
Roadside assistance, safety reporting, accident procedures.
Training
Training documents, cheat sheets, and process guides.
The Repair Club
IT Support
Account access, passwords, vendor portals, and the rest of the IT stack.
Recently Updated
Light Commercial or Residential-Like Use
Effective 9/30/16, certain appliances sold through specific ACDs, ACDRs, and ARDs are eligible for light commercial or residential-like use under Whirlpool's current warranty. This does not apply to revenue-generating applications.
Ice Machine Cleaning Pricing
Ice machine cleaning pricing: $353.70 for TX/AZ and $338.70 for OKC/KS. Includes service fee plus labor to remove hoses and clean all internal hoses. Cleaning solution and any additional parts are charged separately.
COD Callback - Same Issue vs. New Issue
If a COD customer calls back and the tech diagnoses the same issue, we warranty our parts and labor for one year from diagnosis with no trip fee. If the tech diagnoses a completely different issue, the customer is responsible for the trip fee, parts, and labor.
TRC (The Repair Club)
TRC (The Repair Club) TRC Login Login to The Repair Club Portal How to Sell TRC Please use the link below to sign a customer up for The Repair Club. TRC Pricing Sheet Use this link for pricing information. Fine Print Whirlpool Family Products ONLY Coverage begins 30 days after sign-up or the...
Approved Non-Residential Use
An appliance must be marked Approved Non-Residential to be covered in a business setting. If it is not approved, warranty may be reduced or denied. Always verify in entitlement.
Receipts We Cannot Accept
We cannot accept handwritten receipts or documents that show Total Billed instead of Total Paid. The receipt must clearly show Total Paid and include the model number.
Electrolux/ Frigidaire Claims Process
No pre-auth needed, we email the vendor post repair for the additional authorization for 2nd man, parts and labor. If no dispatch, there is no I&I/Use and Care
AIG and AIG Company Guidelines
For AIG: cannot change customer or appliance info. For AIG Company (AIG Co): can update customer info only, cannot change appliance info. If an address is wrong, customer must call AIG to update; payment cannot process until info is corrected.
Whirlpool Safety Department
– Used for reporting or recording where there is or was a concern for a Safety issue caused by the appliance that could have or did lead to an Injury, risk of life, Sparks/Fire that could have lead to property damage. Safety Department 1-800-331-7456 / US_CXC_Safety@whirlpool.com – Dispatches with...
Second Man / Additional Labor Request
– Email: Autho@guinco.com with a Subject Line: AIG Company Approval Needed Invoice xxxxx; Be sure to include second man in the body of the email along with an attention noted for the invoice. – You must have a accurate and detailed Report of the Diagnostics done, the Problem Found, and The Receipt...
