Rule
Make sure to update the Issue field if needed. If we do not have the correct issue listed, we cannot arrive as best prepared with any common parts.
Noise (any appliance)
- "When did the noise start?"
- "How would you describe the noise?"
- "How often do you hear the noise?"
- If intermittent, ask if they have a recording. If yes, tell them to show it to the technician. If no, ask them to try to capture one.
Dishwasher
Not draining:
- "Have you recently had your garbage disposal replaced?" (If yes, could be the knockout plug not being removed.)
- "Have you checked to make sure nothing is caught in the drain or the filter has been checked?"
Not drying: "Are you using rinse aid or jet dry?" / "Does the dishwasher have heat?"
Will not start: "Have you checked the breaker?" / "Does it have power or is it dead?" / "Any error codes?"
Washer
Not working: "Which cycle is not working?" / "Does it have power or is it dead?" / "Any error codes?" / "Have you checked the breaker?"
No spin: "Is the water draining?" / "Or does it spin and just not drain all the water?"
Dryer
Long dry times / multiple cycles:
- "Have you had the venting checked?"
- If yes: "Perfect! Just want to make sure that has been checked since we do not clean out the venting."
- If no: "I would definitely make sure you get that checked prior to a technician coming out since we do not clean the venting. As well, it's considered use-and-care and WP may not cover it for you."
Not heating: "When did the issue start?" / "Has the venting been checked?"
Not turning on: "Have you checked the breaker?" / "Any error codes?" / "Does the unit have power or is it dead?"
Refrigerator
No cool: "Did the issue happen overnight or over time?" / "Which section is not cooling? (fresh food, freezer, or both)"
No ice: "Not dispensing or the ice bucket is empty?" / "Do you have more than one ice maker? Which is not working?" / "How are your temps? Everything cooling and freezing okay?"
Not dispensing water: "Does it make a noise when you try to get water?" / "When did the issue start?"
Oven
Not heating: "Do you have a double oven? Which section is not heating?" / "Are you able to tell which element is out? (broiler or bake)" / "Are you preheating the oven before putting in the food?"
No power / dead: "Have you checked the breaker?"
Not starting: "Any error codes?" / "Does the control panel let you make selections?"
Cosmetic
Must be within 30 days of DOP, closing date, or date of delivery. Examples: dings, scratches, dents, cracks. Pictures help determine diagnosis, but the technician's diagnosis is necessary - they must deem a functional failure for it to be covered.
Door damage: "When facing the unit, which door is damaged?" / "Is this the only issue with the unit?"
If only door damage: do not send a tech. Email pictures to yourservice@guinco.com (close-up and far away). Order the door(s). Doors ship direct to customer; tech installs after arrival. Doors take 8+ weeks.
Broken glass: "Which glass - inner or outer?" Always assume there is more than one.
General visual-clarification questions: "Which light?" / "Which door?" / "Which drawer?" Pull up a visual of the appliance, or have them email pictures to triage@guinco.com.
Leaking
- "How much is it leaking?"
- "Are you able to tell where the water is coming from?"
- If it sounds like a big leak that could cause property damage, ask if they can get their water turned off.
VF Cheat Sheet - Costco
Costco offers an extra one year if the appliance was purchased from Costco. If entitlement does not show the extra year, the customer must provide a receipt. Add a VF and note: "We must get a receipt to get this covered under warranty since entitlement does not show the appliance was purchased from Costco."
