I would call directly to Whirlpool and make sure you get names as well as direct numbers- Keep records! I would make a few attempts to resolve it via phone or a location if you are so lucky to be near one.
If you do not get satisfaction, there's always you tube.
I would do my very best to work it out and get it resolved, just keep in mind that you got to be relentless and keep pressing until you get results.
I wish you the best of luck- please keep us informed and let us know the end result.
Does anyone else have an idea to help her?