glhs837
Power with Control
you are doing it wrong. When you develop a new part that leads to a massive amount of calls regarding this part causing an issue, so much so thet you develop not one, but two specific repair kits, and a customer calls with an appliance that has that one symptom, it's a bit stupid to require a diagnosis that would cost the customer (who dropped $1500+ on the appliance) tripple the parts cost before providing the repair part that costs you under $15 dollars make.
So, fridge with bottom mount freezer gets a layer of ice in the bottom. When it gets too thick, it starts melting along the edge and leaking water out the front bottom edge. Cause is a "duckbill valve" where the water from auto defrost is let out down a trough to the evaporation tray. Duckbill valves get gooked up, and don't let that water down flow anymore. It then flows down inside the freezer compartment. Look it up, see the videos, get the part number for the kit, find the tech bulletin to verify my model is one of the affected ones.
Call WP, spend 10 minutes waiting for a person. who looks it up, says that sounds like it, and of course WP will cover the cost of the part. She says, let me check with my supervisor to see if we are allowed to send them to customers directly. Turns out, nope, cant do that unless a certified tech verifies the problem. I say "Ma'am, the part would cost me $17, I cannot imagine any tech will come to my house for less than triple that, let alone actually do any labor". she checks, yes, the tech they would send costs $70 minimum. I say, "Please ask your boss, this is a bit silly. there's only one cause for this issue, why not just send me the part, I'll be happy, WP will be happy, and I might even buy WP products again". NO joy, have to buy a $70 tech visit for WP to spend $10 sending me the part to replace the known defective part they built into my unit.
Thanks, WP, for trimming the list of companies I will buy from in the future.
So, fridge with bottom mount freezer gets a layer of ice in the bottom. When it gets too thick, it starts melting along the edge and leaking water out the front bottom edge. Cause is a "duckbill valve" where the water from auto defrost is let out down a trough to the evaporation tray. Duckbill valves get gooked up, and don't let that water down flow anymore. It then flows down inside the freezer compartment. Look it up, see the videos, get the part number for the kit, find the tech bulletin to verify my model is one of the affected ones.
Call WP, spend 10 minutes waiting for a person. who looks it up, says that sounds like it, and of course WP will cover the cost of the part. She says, let me check with my supervisor to see if we are allowed to send them to customers directly. Turns out, nope, cant do that unless a certified tech verifies the problem. I say "Ma'am, the part would cost me $17, I cannot imagine any tech will come to my house for less than triple that, let alone actually do any labor". she checks, yes, the tech they would send costs $70 minimum. I say, "Please ask your boss, this is a bit silly. there's only one cause for this issue, why not just send me the part, I'll be happy, WP will be happy, and I might even buy WP products again". NO joy, have to buy a $70 tech visit for WP to spend $10 sending me the part to replace the known defective part they built into my unit.
Thanks, WP, for trimming the list of companies I will buy from in the future.
