A new customer service technology, Kenmore Connect, enables some Kenmore and Kenmore Elite washers and dryers to communicate directly to service experts. The technology lets customers find out if their appliance is running correctly or receive instructions with a phone call and a push of a button. The system sends real-time diagnostic information from the appliance to service staff who can offer assistance and solutions to customers.
Kenmore's field testing results showed a significant reduction in the need for in-home visits for customers who used the feature.
The appliances do not need to be hard-wired to send their information. To send information, the customer holds the phone mouthpiece over the appliance power button and press a button on the appliance to send the diagnostic data.
Service personnel can monitor more than 100 different data points to diagnose the unit and offer a solution. The data includes cycle and option settings, operational information (e.g., air/water temperature, estimated load size, spin speeds, fill/drain times, unbalanced load issues, etc.), details on the factors that contribute to the cycle time, status of certain electrical and mechanical sub-systems, and the mechanical issues associated with each error code.
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