Question:

How to handle a situation where a customer has a front load washer (WF45T6000AV/A5) with a glossy control panel, but their matching dryer has a non-glossy (matte) control panel?

Answer:

• Apologize to the customer for the inconvenience caused by the incorrect control panel.
• Ask the customer to provide a picture of the model/serial label on both the washer and dryer.
• Verify the model numbers of the washer (WF45T6000AV/A5) and dryer (DVE45T6005V/AC).
• Confirm that the control panel colors are indeed different between the two appliances.
• Explain to the customer that this issue is likely due to the washer being assembled with the wrong control panel during manufacturing.
• Offer a free of charge repair to replace the control panel assembly of the washer.
• Create a 4K SO ticket and update the BP profile with the customer's full details (name, address, phone number, email, etc.).
• Assign an in-home service technician using the GCIC service locator.
• If the washer is out of warranty, notify the Supervisor to provide a warranty allowance using the SAW SRC09 warranty exception code.
• Document all interactions and decisions made in GCIC.
• The authorized service center (ASC) will contact the customer to schedule an appointment and perform the repair.

Terms:

Front Load Washer (WF45T6000AV/A5): A specific model of washing machine with a model number WF45T6000AV/A5.

Control Panel Replacement Guide: Instructions on how to replace the control panel on a washing machine.

Model: A unique identifier assigned to a product, in this case, WF45T6000AV/A5 for the washer and DVE45T6005V/AC for the dryer.

Symptom: The observed problem or issue, in this case, the difference in control panel colors between the washer and dryer.

Cause: The reason behind the symptom, which is the washer being assembled with the wrong control panel.

Solution: Steps taken to resolve the issue, including offering a free repair, creating a service ticket, and assigning an in-home service technician.