CSR Portal
WP3 Warranty Form All Helpful Forms
Customer service representative resources, schedules, and training.
Articles
3rd Party Warranty Overview
3rd Party Warranty General third-party warranty service procedures. KEY SUMMARY All service requests must come from dispatch where the customer has made contact with the warranty company. - Verify Manufactures Warranty, Recall, Authorizations, S or R Code has priority over 3rd Party Coverage. -...
3rd Party Warranty Recalls
Refer ALL 3rd-party warranty customers back to their warranty company. The warranty company must re-open the call so we can resubmit the claim for payment; if the customer does not go back through them, the warranty will reject the claim and we will not be paid. Do not recreate the invoice in-house.
Brands We Do NOT Service (Referral Numbers)
Full list of brands Guinco does NOT service, with each manufacturer's contact number so CSRs can refer the customer. Includes AOC, ASKO, Avanti, Bosch, Cove, Dacor, Fisher & Paykel, Five Star, Gaggenau, Hoshizaki, Ice-O-Matic, Marvel, Miele, Scotsman, Sharp, Smart Start, Smeg, Speed Queen, Sub Zero, Thermador, True, U-Line, Viking, Wolf, Summit, and Big Chill.
CSR Info
Customer must set appointment directly with AIG. We cannot set the appointment for them.
Headset Troubleshooting
https://docs.google.com/document/d/1iYp1NeVz9C2P5HRwVPltB84z_XAPuUwRVMX4-e43-bA/edit
Helpful Links
Helpful Info & Links Forms & Requests Additional Autho Form Change of Address Form Re-order Supplies Form Uniform Exchange Request Pay & Compensation Commission Pay Breakdown Holdback Fee Breakdown Labor of Service Call Breakdown Payroll Services (Paycom) Employee Resources Employee Email List...
How to Find a Work Order / Customer
Step-by-step search order for locating a customer or existing work order: start with phone/address on the work order, then Call Sheet, F7 invoice search, F12 search, archives (Ctrl+F2, S), and finally ServiceBench (requires Whirlpool dispatch number).
Model/Serial Tag Locations - Cooking Products
Where to find the model/serial tag on ranges, cooktops, ovens, microwaves, and venthoods. Ranges: back, under-burner, behind door, side, behind drawer, under cooktop, inside drawer. Microwaves: behind door jamb, inside wall, on door, inside control panel. Venthoods: top, inside, under-side, behind filter.
Model/Serial Tag Locations - Kitchen Products (Dishwashers, Trash Compactors, Disposals, Ice Machines)
Where to find the model/serial tag on dishwashers (door jamb, top of door, side of door), trash compactors (behind door, side), garbage disposals (side, front, bottom), and ice makers (side, bottom).
Model/Serial Tag Locations - Laundry & Whirlpool Combined Reference
Whirlpool combined model/serial location summary covering front-load washers (inside door, front), top-load washers (behind lid), electric and gas dryers (inside door, inside console), all-in-one washer/dryer, laundry center, pedestals, drawer refrigerators, double-drawer dishwashers, compactors, wine coolers (zero frost/upright), and check freezers.
Model/Serial Tag Locations - Refrigeration Products
Where to find the model/serial tag on refrigerators, side-by-sides, freezers, and chest freezers: ceiling of the fresh food compartment, side wall, behind the crisper, behind the kickplate, inside the door, on the door, back of chest freezers.
Referral Numbers - Dealers, Extended Warranty, Installers
Master referral phone list for extended warranty companies (AIG, Assurant, Assurion, Choice Home, CINCH, D&G, HomeServe, Lowes, New Leaf, Safeware, Warrentech), dealers (Capital Distributing, Ed Kellum, Factory Builder Sales, Ferguson, Ivan Smith, Nebraska Furniture, Rodenbaugh, Star Power, Texas Appliance, The Jerrell Co., DSH/Hopkins, Morrison Supply), installers, parts (Reliable Parts), vent cleaning (Dryer Fighter), and specialty referrals (Pegasus, Repair Club, WiFi).
Services We Provide - Dryer Vent Connection
Dryer vent connection policy: under manufacturer's warranty we can connect the vent only if the customer has one available. If the unit is NOT under manufacturer's warranty, we can connect the vent and will order one on our end if missing. Always confirm with the customer before the visit.
Whirlpool Brands We Service
Whirlpool-family brand contact numbers: Admiral, Amana, Gladiator, IKEA, JennAir, KitchenAid, Magic Chef, Maytag, Roper, Whirlpool. Also includes Commercial Coin-Op, Crosley, Estate, and Kirkland notes.
Whirlpool Model Series Codes (WFW, WTW, WRT, etc.)
Whirlpool-brand three-letter model-series codes and what appliance type they represent: WFW = front load washer, WTW = top load washer, WRT = top mount refrigerator, WED = electric dryer, WDT = dishwasher, WRF/WRX/WRM = French Door refrigerator, WRS = side-by-side fridge, WMH = over-the-range microwave, WOD = double oven, WOE = single wall oven, WCE/WFE/WSI/WFG = cooktop/range variants, WVU/WVW = venthood.
