Author Topic: Kenmore HE Topload Washer Out of Balance (Display shows UE) Model 796.29002000  (Read 10879 times)

Online domain

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I did replace one basket assembly due to an erratic balance issue under warranty.  Never heard back from the customer since.
Thanks wild, its just hard to believe that there are this many issues regarding this....  :D

Offline john63

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Okay :)

Let's look at a case that I've had recently...

Customer calls---requests service appointment to remove 3 *dimes* caught/stuck under the Pulsator.

Call is scheduled---and customer is notified that---based on her Model/Serial Number---a software update is needed (to be performed) on her washer.

Arrived at customer's home---removed coins and updated software.

Two or three days later---customer calls and requests another service visit.

The washer cycles are *longer* than they were prior to the software update and occassionally displays an error message of "uE".

At times---the washer will end the cycle (longer than expected) and the clothing was still wet.

At the time---I was NOT aware that the software update added the equivalent of a *cycle indicator* in the form of a message ("uE").
This new feature---as part of the software update (now used in all new LG top load washers) simply indicates/informs the consumer that the washer is attempting to find the optimum balance of wet laundry before entering faster spin RPM ( which also means that the Countdown Clock may either *stall* or reset to a higher number).

If after 3 attempts (and continued displays of "uE" and Countdown Clock adjustments)---the washer will abort the spin cycle and display a different error ("UE"). The clothing will be wet.

The customer's laundry room floor was *wood* (not concrete)

I adjusted the front leveling legs again (just to be sure).

Advised the customer to avoid (as much as possible) very small loads.

Explained that the software update (and all current LG top load washers) has an increased "sensitivity" to an imbalanced condition and may at times---annoyingly abort the spin part of the cycle.

I also explained that the software update/changes are relatively new---and that if more information became available---I'd contact her and relay that to her.

No callback as yet.

Does replacing the BALANCE RING or entire BASKET eliminate this issue?

Problably not---but I"ll keep an open mind---and wait.....
« Last Edit: March 10, 2013, 10:58:47 PM by john63 »

Offline wildimaginations

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Since mine was under warranty, I had the freedom to change the parts at will.  Talked to LG tech support about my customer's problem and they immediately went from software update to replacing the hall sensor to replacing the basket assembly.  Since the basket assembly came with the balance ring, replacement part was easy to install.  When I replaced the old basket with the new, I compared both of them.  The old one seemed lighter and the newer one seemed to be more top heavy.  I figure that whatever was in the old balance ring had leaked out.
Appliance Service Technician
Authorized servicer on LG appliances.
About 45 mins east of San Francisco

Offline john63

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<<<Talked to LG tech support about my customer's problem>>>

<<<and they immediately went from software update to replacing the hall sensor to replacing the basket assembly.>>>

**********

Translation (LG Tech Center):

We're still in Failure Analysis Mode---and therefore not yet 100% certain of the problem.
Though we don't normally advocate sending our ASCs on parts changing missions---replace these 2 or 3 components.
There's a chance that at least one of them is at fault and will resolve the problem "for our mutual customer".  :)

When more is known---we'll amend our advice/recommendations at that time (as well as publish a Service Bulletin).

Online domain

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  • Member Since: Nov 2012
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<<<Talked to LG tech support about my customer's problem>>>

<<<and they immediately went from software update to replacing the hall sensor to replacing the basket assembly.>>>

**********

Translation (LG Tech Center):

We're still in Failure Analysis Mode---and therefore not yet 100% certain of the problem.
Though we don't normally advocate sending our ASCs on parts changing missions---replace these 2 or 3 components.
There's a chance that at least one of them is at fault and will resolve the problem "for our mutual customer".  :)

When more is known---we'll amend our advice/recommendations at that time (as well as publish a Service Bulletin).

Gosh this IS the truth. :thanks:

Offline Steve-n-TN

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I have owned my Kenmore 796.29002000 for 2 years plagued with the dreaded UE error code. Shortly after I got the washer, I called in a service request and a technician was dispatched. The tech said "I need to do a firmware update, that should solve your problem". He did his updates and left. I continued to experience the UE issue almost every load. The loads would finish, but it might take 2 - 3 hours to complete. Not a good thing with two teenaged girls and a wife in the house making lots of laundry. I turned in another service request and the tech came out and pronounced that everything was working properly and it was working as designed. Lately it had gotten to a point where the UE code would happen on every load. I knew that I had to do something, I started doing research and found this forum. I must say that I learned that this was a common problem. From what I read, I went ahead and ordered and replaced support rods. Unfortunately the problem still persisted.  I located the LG service bulletin and started checking things further, popped the pulsator cap and checked to make sure that the nut was tight, I was able to snug it slightly, but I knew that probably was not the issue. I opened the back and did a visual inspection of the sensor, pulled it and wiped the lint off the face between the prongs. I ten tilted the washer forward to remove the stator and Lo and Behold, the 24 mm nut was loose! When I say loose, I was able to tighten it 2 1/2 turns. Once tightened I put everything back together and did my first load of towels.....Sat there watching the time count down, then I saw something I hadn't seen  in a long long time "End". I reloaded with a full load of clothes and went for broke. Started the cycle "Normal" mode and waited. 56 minutes counted down without any pauses and resets and I feel that this issue has finally been resolved! Got a kiss from the wife and a "My Hero".  I couldn't have done it without the folks on here contributing their experiences and knowledge. :thanks: 


The bulletin that I was refering to:

Service Bulletin No.    WW/M20130359
Registration Date    2013-02-24
Subject    SVC Action for UE Error code after Recall S/W update by JIG or PCB
Applicable Serial No.    002xxxxxxxxx ~ 111xxxxxxxxx
Date Of Change    2013-02-23


Offline AJ

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Hi Steve,


Good to hear you found the problem, that's awesome!
I have attached a copy of that service bulletin for future reference.


Thanks for posting!
Hope you find our site helpful.

Offline Maintech

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  • Member Since: Mar 2014
  • Posts: 79
Just for the record the tech instructions to the Sears guys tell us to check rotor/stator (specially the nut) , check suspension, do the software update. If that fixes the problem good if not we then are susposed to replace the rotor and stator with hall sensor. The software update changes several things including error code. It institutes a Lower case ue to indicate off balance and machine is going into a routine to rebalance the UPPERCASE UE indicates unable to rebalance  and customer needs to redistribute clothes.

ALSO I MIGHT ADD: if your drain hose is not properly installed as per the owners manual you can get a siphon problem and this can and will cause a balance issue. because during the rinse/spin/rebalance if the tub does not fill up enough it is not able to redistribute the clothes properly. Under the right conditions the Siphon will only occurer mid cycle  and not during initial fill.

 

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