Question about Whirlpool GEW9250 Electric Dryer

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Lights won't go off - otherwise dryer works OK - Whirlpool outrageous in offering service.

We have a < 3-years old Duet dryer GEW9250PW. Recently the lights remain on at all times (they normally turn off when the dryer is finished with its cycle and is emptied). Otherwise the dryer works fine. We called Whirlpool and they sent a technician from an independent service company at at cost of $65 just to show up. He spent 15 seconds and said the customer interface board needs to be changed at a cost (over the $65) of about $320. That's a total of $385, more than half of what we paid for the 3-year old dryer. OUTRAGEOUS. We called Whirlpool and complained. They offered to sell us a new interface for half-price. The problem is I'm not even sure that this is really the problem. It is likely just a switch gone bad, the "Control On" switch that turns the lights on and lets you adjust the settings. The other problem is that if indeed whenever there's anything wrong with lights or electronics, etc., the only thing you can do is change the customer interface, then why pay someone $65 just to come and tell you that. They could have said it to me over the phone. I think this is a travesty and either an issue of incompetence or greed/theft. Either way Whirlpool is looking extremely bad to me now and going on my s-list. I can keep using the dryer as is -- which is fine operationally excepte for the cosmetic annoyance of the LEDs remaining always on. Or, I can look for a real professional service person to give a real diagnosis. Either way, I'll be writing to Whirlpool corporate telling them what I think of their troubleshooting procedures and their service arrangements. I'm also thinking of asking one of the media outlet to do an investigative report. Any advice on the problem or on dealing with Whirlpool is appreciated.

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  • ektrack Jun 30, 2008

    Well, that didn't take long: I solved the problem myself and now I have to try to get the $ I wasted on the incompetent service technician back and cancel the order of the discounted board that Whirlpool offered me. Here's what happened:

    I obsessively thought about the problem and examined the push-button switches, etc., and I thought maybe the button is just stuck or has a weak spring, etc. Sure enough, after some jogging and ensuring that the plastic enclosure is not squeezing the push-button in,... voila. It's fixed and the lights went off. I can't believe that the simplest troubleshooting algorithm was not followed by the technician. and I can't believe that Whirlpool doesn't have ANYONE available by phone to at least talk throught the problem. They claim it's a liability issue. I call it laziness and lack of striving for excellence. I hope this experience helps someone else. Good luck to all.

  • ektrack Jul 01, 2008

    Oldfixer, thanks for the comment. I do value it. You're saying that it was just fortuitous that the problem disappeared and it will come back ? I hope you're wrong but I guess now I'm confused and I have to watch it.

    Did you then have the same experience ?? When you say been there done that, do you mean you had the same problem? And so, if the problem recurs, is the only solution changing the whole user interface board??

    Again, I hope it's fixed for good, but, ..., but, should the problem come back, can I just replace the user interface myself? is it modular? is there a service manual I can download somewhere?

    And, finally, what's the use of this fancy board stuff if it's so finnicky and unreliable? is it a design issue or just poor manufacturing.

    Thanks again.

  • ektrack Jul 01, 2008

    ... and, I'm still convinced it's just a bad switch; everything else works perfectly.

    Do you know if the push-button switch is replaceable without changing the whole board?

  • ektrack Jul 01, 2008

    .. More updates:

    Oldfixer, I just landed on a service manual for the washer companion to my dryer. Electronics is the same. It's the L-68 with part # 8178076. Well, they say very clearly in there, and I quote: "The Touch Pad/LED Assembly is removed as asingle unit and contains the Push Buttons, LEDs,cable, etc. (Fig. 4-7A) The buttons can be re-placed separately as shown in Fig. 4-7B."

    So,...., I was right. If my problem does recur it would be simply a matter of replacing the defective push button.

    I still think therefore that the service technician who spent the 15-seconds to tell me the whole user interface had to be changed is either incompetent or poorly trained or both. And I still think that the simplest troubleshooting algorithm should have isolated the source of my problem sight unseen or sight seen - no matter.

    Sorry, I'm not convinced. Maybe for a majority of folks and situations the service techs can be trusted and Whirlpool does OK. In my case it was nothing short of bumbling incompetence and systemic mediocrity at best.

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Good luck with your fix been there done that been back ..it's not just a matter of buttons behind that plastic exterior is a circuit bd full of intergrated circuits , transistors and such.. if a whirpool tech on the other end had tried to diagnois it sight unseen and got it wrong you would have been just as mad and tried to recover the cost of free advise

Posted on Jul 01, 2008

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