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I have an ISE 5 sold about 6 months ago that will not spin only. Goes through a cycle perfectly, but if set to spin only, it just turns slowly and won’t start to spin. I have explored the OOB route with the customer over the phone; she has assured me that she was aware of that possibility (as I will always raise the OOB issue on delivery) and added some towels to compensate. Still wouldn’t spin.
I’m going on Friday – so any pointers?Steve.
Re: ISE 5 no spin.
Called today and tried to spin a 3/4 load of wet hand towels. Set to spin, 10 minutes on the display. After about 3 minutes, the drum is still revolving seemingly trying to balance the load; display still shows 10 minutes. Reset the program and tried again with an empty drum. Span fine as expected – counted down 10 minutes….9……..seemed perfectly OK. But as machines are for putting washing in, an empty drum doesn’t prove much. So I wet the towels on a rinse fill, then cancelled the cycle, waited for the door to unlock, turned the selector back to Off and then set to spin. 10 minutes on the display. Machine tries for about 5 minutes this time; then finally the display changes to 9 minutes and it starts to spin. :rolls: Does an OOB stop the display counting down?
That’s awfully sensitive – the drum was hardly moving on its suspension at all and the towels were distributed evenly around the drum. IMO, it should have spun, no problem.
Any help on this would be appreciated.Steve.
Re: ISE 5 no spin.
The countdown timer on the spin only cycle is a bit vague on these machines, it doesn’t actually do 10 minutes and doesn’t do the 1600 spin either.
Not had any major OOB problems though.
Re: ISE 5 no spin.
Yes, I agree with you Jim that the 10 minutes is at best a guide, but to stop an OOB fault, the customer can’t really be expected to always have a full load in the drum every time. This machine is in a house with a retired couple and is not heavily used. They are more often than not going to generate a small to medium load twice a week. They had a Hoover Softwave before with no OOB so this problem is something new to them.
Steve.
Re: ISE 5 no spin.
aqualectric wrote:They had a Hoover Softwave before with no OOB so this problem is something new to them.
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Tell me about it, I am haunted by a Mrs Barker, she had an ISE5 CI555WH installed well over 2 years ago to replace an old Hoover.
She is on the phone every few months wailing about the machine. It has never had a fault of any kind, she mainly just sets it wrong or panics when it hasn’t finished after an hour.
I am fed up to the back teeth of her constantly phoning me, and then phoning back again to say its OK, only to phone up with exactly the same complaint a few weeks later.
She rang again early this week and just will not listen to anything I say. I ended up going to my door, pressing the door bell and telling her I will have to go as there is someone at my door. :rolls: 😥
She is a complete nightmare, a total neurotic. 👿
Jim.
Re: ISE 5 no spin.
I had one of those very early on ,her son demanded a refund as the machine wouldn’t spin the small loads she was putting in it .
I refunded and her son spoke of getting a machine from comet ..hope it was a haeir….
LawrenceRe: ISE 5 no spin.
TBH the single biggest problem you will encounter is customer education.
They think that a new washing machine will work in exactly the same manner as their old one which, as we all know, is almost universally not the case.
The problem that we have now is that the insurer is tightening up on it, all that malarky about credit crunch is coming into play and since we now insure them all from day one we haven’t the flexibility that we once had when it was self-insured in the first year. Essentially a lot of calls have been rejected and some we’ve taken the hit on, others we’ve had to send back. 🙁
There is also a case to be made for a “few rotten apples” who’s call to sales ratio is WAY out of kilter with the norm. The insurer has a median in sales for the same products under different badges and also other means and, with some repairers, we’re getting beaten up over the volume of calls made to customers.
Since the service has moved up to me and I’ve been looking at the call sheets I have to say I can’t blame them in some cases. I mean, wire off pump… pull the other one, it plays Yankee Doodle Dandy. If you’re gonna lie on a call sheet at least make an attempt to have it look genuine!
I know it’s drifted off the original subject but it needed said sadly. 🙁
Basically, outside the first few weeks of ownership these sorts of calls are getting knocked back now.
There is some good news in this however, if the customer is charged or narrowly escapes one then they are unlikely to bother everyone again if they do not have a genuine fault.
But, to put it into perspective, I’d guess that about 40-60{e5d1b7155a01ef1f3b9c9968eaba33524ee81600d00d4be2b4d93ac2e58cec2d} of all service calls we get are due to customer misuse or misunderstanding that could have been resolved over the phone. To that end we have to try harder from our end to filter them out before they passed as a needless service visit.
K.
Re: ISE 5 no spin.
I have saved that CI555WH motor that failed after less than two months after being fitted, just in case someone wants a look at it. 😉
jim.
Re: ISE 5 no spin.
Don’t get me wrong Jim, there are a lot of genuine faults as well and I think we’ve got the carbon/motor one sussed now. But it’s stupid things like that little debacle that trip you up and cost a lot of money. We reckon, fag packet figures, that there was probably the best part of 50 motors changed which even at our prices is a lot of wonga to throw away. Then you find out it’s just a stupid problem with the carbs.
Equally though you also get stuff like people asking for a wiring loom, PCB and motor for the CI555, as in for one service call… seriously. You may as well paint “I haven’t a clue” on your forehead.
Looking at the calls you just know that some people are just guessing, often wildly, and not even looking at the service info or pretty much anything and that’s why AXA gets all huffy about some of the calls.
The dilemma I often have is, do I send them to AXA or not?
K.
Re: ISE 5 no spin.
I had already talked at length with the customer, crossing the T’s and even dotting the lower case J’s before I decided I had to call out. Sometimes you have to see for yourself if there is a problem. I would just like to know why the machine will spin empty but will not spin with a good load in the drum. I have called out to many OOB jobs so I know what I am looking at. When I tested the machine the OOB seems to be far too sensitive. And as it’s using an induction motor and an inverter board, the faults will be different from the brush motor. All I need are some pointers or PCB’s to substitute.
I haven’t actually mentioned about charging anyone for anything, I just want to do my best to sort it out as morally, my name is on that machine.Steve.
Re: ISE 5 no spin.
I know Steve, I’ve just gotten pummelled on these things the past couple of weeks and, you do get a bit sick looking at them. 😉
The OOB sensitivity is locked within the electronics, it makes no odds whether it’s induction or brushed motors, the effect is the same. The point at which is cuts in is set based on a large number of factors with the spin speed being the main one that comes into play. As I’m sure I don’t have to tell you, changing the card/s will make sod all difference to that.
What generally happens is the following…
Customer has an old machine that spins at 1000-1200rpm.
Buys a new one that spins at 1400-1600rpm.
Thinks that spinning everything full on is the answer and that they needn’t have to take account of the fact that it is different and, as you increase the rotational speed, you have to have a more severe OOB dependent on the machine suspension, cabinet rigidity etc. etc.
Customer can’t then understand why small loads especially won’t spin.
Must be the machine that’s faulty then eh?
Next call is to the service dept. or repairer as it can’t be them that’s not using it right.
Thankfully when I wrote the instruction manuals I deliberately wrote a section in each one on OOB and “no drain” faults as well as a lot of other bits and bobs and, I think, I also said that if there was no fault found then the customer may be charged for the call.
But then, when you speak to people you also find that they don’t RTFM either!
I have been forced to come to the conclusion that most customers are utterly, utterly stupid until they prove themselves to be otherwise. 😆
Meanwhile you guys are placed in an impossible situation where you usually KNOW there’s no fault. You have a customer of yours whining due to the above who won’t listen and, often, many people resort to changing a board or whatever in an attempt to shut the customer up and keep them happy.
What I’d love to hear is ways around this problem as I don’t have many solutions in all honesty. In all the years I’ve been doing warranty service the only answer is to charge the repeat offenders or the ones that are just a pain and won’t listen.
However, the next instruction manual/s I write will have a section exclusively devoted to these sorts of problems as well as the overdosing ones etc. as maybe that will make it clearer still. If they bother to read it of course. :rolls:
K.
Re: ISE 5 no spin.
I always spend far too to long when installing these machines explaining as much as possible on how different it is from their old one it worth it as saves a lot of hassell later on.
I know its not rocket science but as Ken said c/x never read the book
So I find explaining the basics saves those unwanted calls from the c.x. a few days or months later.
I am not telling anyone how to suck eggs, most have been doing this job longer than me and you probably already expalain this, as c/x wont read the instruction manual I find this basic check list helps.
1) Selecting the correct program and sorting load into whites / lights colors etc (always mix load ),
2) Never do just a towel load due to the excessive weight can cause oob.
3) Timings in the display ( They are just a guide, the timings can go up as well as down this is due to the fuzzy logic checking and adjusting load).
4) OOB (All new later appliances have this have this safety feature some can be more senistive than others, but its there to stop damage to the machine)
5) Fill the appliance with the mixed load leaving a hands height at the top
6) Service washes when and how ofton.
7) Cleaning and checking the filter (show how to access it behind kick plate)
8 Wiping out door seal after loads leave door open where possible.
9) Switching off the applaince at mains after use.
10) DONT WASH BATH MATS (your old machine may have been able to but be aware new machines may OOB
11) Hand washing one or two items may not spin properly.This covers most angles of c/x related faults!
Steven
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