Preparing for fridge service call--need expert advice

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Old 07-25-16, 06:37 AM
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Preparing for fridge service call--need expert advice

I have a KitchenAid bottom freezer refrigerator that lately leaks onto the floor due to the defrost drain being plugged by a defective rubber check valve. This causes a big ice dam under the cooling coils behind the inside panels.
I've read this is a very common problem that affects hundreds of models of various names all built by Whirlpool.

I have a warranty call scheduled and I'm wondering if the tech is going to attempt to thaw the ice build-up or just replace the bad part and head down the road to his next appointment. This service call was set up by Whirlpool so I don't know who's coming so can't ask if I should empty the fridge and turn it off ahead of time to get rid of the ice.

Does it matter? Will the normal defrost cycle get rid of the build-up once the drain is open? I'd like to skip the inconvenience of emptying the entire fridge if the job can be properly done regardless.
 
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Old 07-25-16, 07:27 AM
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Usually a A&E tech will come but could be anybody. If they have to clear freezer tech will appreciate freezer empty but will do it them self. I would have a ice chest ready but usually not needed unless food out a long time.
 
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Old 07-25-16, 11:41 AM
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My question was already too long but I missed a detail (which a service tech would know): the drain and the bad part are accessed from the rear, but the ice is on the other side of the compartment wall.
 
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Old 07-25-16, 11:47 AM
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Yes... a service tech knowing what model fridge he was working on could answer your question.
 
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Old 07-26-16, 06:44 AM
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None present I guess.
Doesn't matter--I had to send him away. Whirlpool screwed me and set this up without giving me a warranty authorization number. Why is the customer responsible for having the number when the service call is arranged by Whirlpool?

When I called back I was told--by a different agent of course--that the labor won't be covered. I'm not paying $150 labor to fix their design flaw.

I understand that These Things Happen...but...shame on Whirlpool for knowing about this huge problem affecting hundreds of refrigerator models and not notifying their customers. How many others have had their flooring damaged by this preventable issue?

Bulletin
 
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Old 07-26-16, 09:05 AM
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Well when did you buy your fridge? That bulletin says they'll cover it for up to 2 years from DOP, and the bulletin is dated 2013.
 
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Old 07-26-16, 08:03 PM
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June 2012.
The service tech told my wife that whirlpool schedules many such "gotcha" calls.
 
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Old 07-27-16, 06:11 AM
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Sir:
You didn't get a warranty claim number because the product is out of warranty. Warranty is only valid for two years from DOP. Labor fee not included. Replacement Part may not be either...

How the tech makes the repair(s) should be of no concern to the customer. If food needs to be removed service tech does that. If you provide a cooler tech will likely appreciate it. Repair is usually quick enough as to not effect food items. Had similar repair done in the past.

IMO: Relax, be positive and think positively. All I am reading is negative... Allow the service rep and repair process to be completed as any normal service repair call is done. Highly doubt whirlpool nor any other product brand name out to screw customer...:NO NO NO: My two cents... Good Luck.
 
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Old 07-27-16, 08:46 AM
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I'm wondering if the tech is going to attempt to thaw the ice build-up or just replace the bad part
You posted the Whirlpool tech bulletin.
In it it states.... "Defrost the evaporator and drip pan completely."

That should answer your original question. After the two year limit.... I believe the part is still no charge. There would just be a labor charge.
 
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Old 07-27-16, 08:47 AM
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I'm pretty old-school and believe that a company should fix their design flaws even after the warranty runs out.

I would be far more mellow about all this if KitchenAid (or Whirlpool) had sent notice of the problem when they learned of it so as to prevent damage to my wood flooring. I've done such repairs in the past and it's just the right way to handle the issue.
 
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