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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.

- Appliance has been diagnosed, refer to the COD/Warr Price Guide to form estimate.

Please refer ALL 3rd-party warranty customers back to their warranty company.

Even though the same call number may be re-assigned, the warranty company must open a new call so we can resubmit the claim for payment. Warranty will reject the claim and not pay us if the customer does not go back through them.

This is different from what was recently said, but recreating the invoices in-house is causing trouble on the back end when trying to collect for recalls if and when additional parts are needed for the repair.

No service. When a customer has one of these brands, provide the manufacturer's contact number so the customer can find an authorized servicer.

• Customer must set appointment directly with AIG. We cannot set the appointment for them.

Helpful Info & Links

This guide outlines the steps to locate a customer or job in our system using phone numbers, addresses, and additional tools. Follow each step in order to ensure nothing is missed.

Always verify the information provided by the customer before searching. When in doubt or if any step is unclear, ask Mary or a coordinator for assistance.

1. Start With the Information on the Work Order

Ask for the phone number and address listed on the work order. Sometimes multiple customers have the same name — address and phone number are the most reliable fields to search on.

Enter this information into the Call Sheet (this lets you search multiple places without making the customer repeat the info over and over).

2. Search the Call Sheet

• Copy the phone number or address.
• Press Ctrl + F, paste the phone number/address, and press Enter to search.
• If the Call Sheet shows no relevant information, move to the next step.

3. Try an F7 Search

Use the customer's phone number or address to search within the invoices (F7 search). If nothing appears, move to the next step.

4. Perform an F12 Search

Use this search if the previous steps show no invoice or call history. If still no work order appears, continue to archives.

5. Search the Archives

• Use the customer's phone number or address.
• Go to Ctrl + F2, press S, and enter the information.
• If nothing appears, proceed to the final step.

6. Check ServiceBench

You will HAVE to have a Whirlpool dispatch number to check this step.

Notes

• Always verify the information provided by the customer before searching.
• When in doubt or if any step is unclear, ask Mary or a coordinator for assistance.

Every appliance ships with a model/serial rating plate, but the location varies widely across cooking products. This guide (based on the original Cooking Products diagram) walks through the most common tag locations. Always ask the customer to physically check each spot before declaring the tag missing — if they truly cannot find a tag, we cannot service.

Ranges (Freestanding, Slide-In, Double Oven)

• Back: External rear panel near the power cord.
• Under Burner: Lift the cooktop surface / burner grates.
• Under Cooktop: Inside the oven cavity near the top, or underneath the cooktop itself.
• Behind Door: Open the oven door and check the frame.
• Side: Side wall near the hinges.
• Behind Drawer: Pull out the warming/storage drawer and look at the frame behind it.

Microwaves (Over-the-Range, Combo)

• Door Jamb: Open the microwave door and check the frame.
• Inside Wall: Interior side wall of the cavity.
• Behind Control Panel: Rear of the control panel (less common; technician may need to access).
• On Door: Inside face of the door.

Venthoods

• Top: Top surface of the hood above the cooking surface.
• Under Side: Underside of the hood facing the cooktop.
• Behind Filter: Remove the grease filter(s) to expose the interior.

Cooktop Special Note

If it is a cooktop and there are cabinets underneath, the model and serial tag is most likely underneath the cooktop itself. The customer will need to open the cabinets and turn their head a bit to look for it.

Kitchen cleanup and ice appliances hide their model/serial tags in a variety of spots. Use this guide to walk the customer through each location.

Dishwashers

• Door Jamb: Open the door fully and look at the frame of the tub.
• Top of Door: Upper edge of the door when open.
• Side of Door: Inside face of the door, along the side.

Trash Compactors

• Behind Door: Pull open the compactor drawer and look at the frame.
• Side: Side panel of the unit.

Garbage Disposals (Whirlpool-made only, under manufacturer warranty)

• Side: Wrapper around the grind chamber.
• Front: Front-facing sticker.
• Bottom: Underside of the unit, facing down.

Ice Makers (Stand-alone / Under-Counter)

• Side: Side wall of the cabinet.
• Bottom: Under the unit, facing down.

Reference images (from CIT cheat sheet):

Combined Whirlpool-brand reference for tag locations on laundry and other common appliance form factors.

Laundry

• Front Load Laundry: Inside the door, on the frame.
• Top Load Washer: Beneath the washer lid (open the lid and look along the inside rim).
• Dryer: Inside the door, on the frame.
• Ventless Dryer: Located inside the console.
• All-in-One Washer/Dryer: Located inside the door.
• Laundry Center: Located inside the dryer door.
• Pedestal: Located on the side of the drawer walls.

Kitchen / Refrigeration Additions

• Top-Load Washer-style Fridge (if applicable): Under the lid.
• Double Drawer Dishwasher: Inside the top drawer.
• Dishwasher: Left side of the tub.
• Disposer: Bottom of the unit.
• Upright Single Door Freezer: Located on the upper front-left side of cabinet.
• Drawer Refrigerator: Inside top drawer on side wall.
• Compactor: Left side of the frame.
• Zero Frost Recenter: Left side of the frame.
• Check Freezer: Inside the freezer, on the interior wall.
• RC Compartment: Right side behind the RC cover (door must be open).
• French Door RFM Rating Label: Located on the left side of the compartment (label flip-up on the upper interior).
• Wine Cooler - Inside on the Hinged Cover: Hinged cover flips up on top.
• Top-Mount Fridge: Inside RC compartment — folds down with top cover up.
• 4-Door Refrigerator: Inside RC compartment — folds down on upper liner.
• SSR Icemaker: Inside the RC compartment / flip-up rating label (below cutting grid).

Refrigeration product tags are almost always inside the fresh food compartment, but chest freezers and some side-by-side models have them in unexpected spots. Walk the customer through each location below.

Top Freezer / Bottom Freezer Refrigerators

• Ceiling: Inside the top of the fresh food compartment.
• Side Wall: Either side wall of the fresh food compartment, often near the top.
• Behind Crisper: Pull out the crisper drawer and check the back wall behind it.
• Behind Kickplate: Remove the lower kickplate/toe grill at the bottom front of the unit.
• Door: Inside face of the door.

Side-by-Side Refrigerators

• Ceiling: Top of the fresh food compartment.
• Side Wall: Inside wall of the fresh food compartment.
• Behind Crisper: Behind the lower crisper drawers.
• Behind Kickplate: Lower front of the unit behind the toe grill.
• Door: Inside face of the fresh food door.

Upright Freezers

• Ceiling: Inside top of the cabinet.
• Inside Wall: Interior side wall.
• Inside Door: Inner face of the door.
• Behind Kickplate: Lower front of the cabinet.

Chest Freezers

• Inside Door: Underside of the lid when open.
• Inside Wall: Interior side wall.
• Back: Exterior rear panel of the unit.
• Side Wall: Exterior side panel.

Use these contacts to refer customers to the correct dealer, extended warranty company, parts supplier, installer, or specialty referral when Guinco cannot handle the job directly.

Extended Warranty Companies

Dealers & Appliance Stores

Specialty Referrals

Counter-top microwave recording note: 562-365-3620, Hope 11/05/24 10:43 am, 1.7 minutes.

Reference images (from CIT cheat sheet):

Dryer Vent Connection Needed

Under Manufacturer's Warranty

We can connect the dryer vent as long as the vent is available. Otherwise, if the vent is NOT available, we cannot service. We need to make sure we confirm with the customer if they have the vent.

NOT Covered Under Manufacturer's Warranty

We can connect the dryer vent. If the vent is missing, we will order it on our end. We need to confirm with the customer so we know if we need to order the vent.

Whirlpool-family brands that Guinco services, with manufacturer contact numbers.

Also available in Penguin Support / CIT Quick References.

Use this table to identify the appliance type from a Whirlpool-brand model number. The first three letters of the model tell you what kind of unit it is.