Coronavirus (COVID-19) Response
We are taking several actions to protect the health and safety of our employees and customers.
Visit the dedicated U.S. Major Appliance Sales site for updates on service adjustments and to report changes to your job site or retail store operations.
A letter to trade customers from David Cichocki
Valued Trade Customers,
Like many of you, we have spent the last several weeks learning about coronavirus (COVID-19) and how it is impacting the world. At Whirlpool Corporation, this means understanding how it affects our employees, consumers and the communities in which we do business.
During this time, I wanted to reach out and update you on how we are approaching the situation. At Whirlpool, as at your companies, our top priority is the health and well-being of our employees and their families. We have asked our Sales teams and Trade Customer Support teams to work with customers through digital channels and telesales as much as possible. We are postponing our in-person events while turning others into virtual events.
Our teams are focused on serving and delivering your business. Right now, all of our U.S.-based manufacturing plants, Regional Distribution Centers and Local Distribution Centers are functioning. Should this situation change significantly in your area, your local Whirlpool Sales Representative will share information as available.
Due to the impact of the virus, we have had to suspend in-home delivery/appliance service in select U.S. ZIP codes. At this time, these restrictions are not impacting deliveries to retail stores or builder customers. We are closely monitoring this situation and pledge to provide you with the most up-to-date information as possible. Please check this site daily for updates to our service network availability, as well as indications of disruptions to our deliveries.
As you know, our in-home or on job-site deliveries, as well as some local retail deliveries, are fulfilled by JB Hunt. JB Hunt is solely responsible for the safety and well-being of their employees. They have issued protocol for their drivers. In addition, Whirlpool has added protocol to screening consumers in advance of service or delivery as follows:
- Has anyone in the house been diagnosed with COVID-19 or common COVID-19 symptoms, such as fever and dry cough or other respiratory issues?
- Has anyone in the house come in contact with someone diagnosed with COVID-19, or someone quarantined for suspected COVID-19, over the past 14 days?
- Has anyone in the home traveled by commercial air or mass transit (e.g. national/regional rail or long-distance bus service) in the past 14 days?
These questions are included in the pre-delivery checklist on the self-service screen, as well as in our Trade and Consumer contact center standard operating procedures. If a consumer answers “yes” to any of these questions, their order will be re-dated and pushed out 14 days. After those 14 days have passed, consumers will follow the same process for scheduling their delivery including answering the three screening questions.
Whirlpool has also issued a new protocol to our service network for the protection of their employees and homeowners. This protocol, as well as JB Hunt’s, are available in the More Information section below, and we will update them as necessary.
We appreciate your business and will continue to do the best we can to provide the products and services you expect from Whirlpool Corporation.
Vice President, U.S. Sales