Whirlpool Super Capacity 465 Electric Range

I searched your site and would like to echo the comments of Complaint #28

for 12-15-2001 from L. Bulmahn in Florida. We bought our house in 2004. The

house was built in 2000 and came with the Whirlpool 465 Electric Range. The

range and oven work fine but the self-cleaning option has never worked. It

was not a high priority so we did not pursue a repair for a couple of years.

In 2006 we signed up for Whirlpool Extended Service Plan on the 465 plus the

microwave, dishwasher and refridgerator (all Whirlpool). We waited 3-6

months then called Whirlpool to have the self-cleaning mode repaired.

Long story short, a technician has been here three times and the

self-cleaning operation is still non-functioning. Of course there have

actually been six visits because after each failed repair, a tech has to

come out and assess the situation and in conjunction with Whirlpool make a

determination what the problem is and what part will fix the problem. Parts

are ordered and sent direct to your house. Follow-up visit is usually two

weeks after the assessment visit.

Before the first repair, the self-clean operation would shut down after 10

minutes of a 3.5 hour process. First repair was the door lock and/or door

motor. After that repair, the self-clean operation would last 15 minutes and

then shut down. Second repair was a new digital control/computer unit. This

is the whole display/part that Ms. Bulmahn described in her letter. After

that repair, the self-clean operation lasted 20 minutes before shutting

down. Technician had left both times before the failures described above.

Next assessment visit, Whirlpool decided that replacing all the wire

harnesses (4) would correct the situation. Repair visit was last Friday.

Thirty minutes into the self-clean operation, and just as the technician was

packing up, the oven shut down. Technician troubleshooted for an hour.

Troubleshooting indicates the problem, once again, is the disgital

control/computer unit, the same unit that is only about 4 months old.

Technician doesn't believe it and was a little frustrated that the problem

could not be figured out. He stated he would call Whirlpool and tell them he

could not fix it. When he left the 465 display read "door." We and he

thought that the door was locked because the oven needed to cool before it

would unlock. Wrong! The door is locked and will not unlock. It's been four

days and the door is locked. I tried unplugging the oven, thinking the

computer might reset itself, but to no avail. Range still works.

Bottom line is all the wires and parts that can be replaced have been

replaced and the self-clean does not work. The possibility of the "new"

computer having a fault is remote. I would agree with Ms. Bulmahn and the

appliance folks she met. There is a basic design flaw that, under certain

heating conditions, renders the oven useless. The heat factor sounds quite

plausible, especially when the heat is higher during the self-clean

operation.

The good news is we have not been financially liable for any of the repair

visits. The taking time off of work is a big negative and due to the number

of visits has become a hassle. My calculations show Whirlpool has spent

$682.55 in parts trying to fix the 465. They could have saved money by

throwing in the towel. Bad news is the technician has yet to call Whirlpool

about his results. I know this because I have called Whirlpool the last two

days. They say they cannot move forward until the technician makes his

report. I told them what he said and they have recorded my comments. After

the second call, I called the repair service and they sent a text message or

e-mail to the technician directing him to file his report. If he doesn't

change his mind, it appears we will get a new unit but given what I learned

from Ms. Bulmahn, I will not accept another 465. Whirlpool stated that if

they agree with the technician that the unit cannot be repaired, they will

initiate replacement proceedings. I did not inform them that the door is

locked. I suspect they would want to continue the parade of repairs in the

hope we get a computer that can withstand heat. If they balk at the

replacement I will present them with the information from Ms. Bulmahn to

press my case. I am also going to search the web for more information on the

465 that backs up mine and Ms. Bulmahn's claims.