Customer Service

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  • 1. What kind of energy savings do High-Efficiency (HE) washers offer?
     

    HE washers can use as little as 20% to 50% of the energy used by traditional agitator washers because there is less water to heat (from 20% to 66% less), according to the Soap and Detergent Association (SDA).

  • 2. How long is the pre-wash cycle and rinse cycle?
     

    The pre-wash cycle lasts three minutes and the rinse cycle is also approximately three minutes.

  • 3. When the washer is spinning in the spin cycle, how fast is it spinning?
     

    Spin cycles vary by machine type. High-Efficiency (HE) machines spin at 800-1000 revolutions per minute (RPM) on the final spin cycle.

  • 4. What are the RPMs of the washers?
     

    The RPMs vary by the exact model number of the washer, but generally, for a Top-Load washer it’s 600 RPM and for a High Efficiency washer, it’s 800-1,000 RPM.

  • 5. Why do the Front-Load washers not allow the door to open throughout the cycle?
     

    Once the door of the Front-Load washer is closed and the correct wash cycle is selected, a user of the machine has less than one minute to open the door and make any changes to the laundry load. After one minute, the door locks and prevents a user from opening it. This prevents the door opening and releasing any water from the drum onto the user and the floor of the laundry room.

  • 6. Can you open the door during the cycle to adjust unbalanced items without having to pay for another full cycle?
     

    When using a Front-Load washer, you cannot open the locked door until the wash cycle is completely done. When using a Top Load washer, users may open the top of the washer at most times during the wash cycle to adjust a load of laundry.

  • 7. What is the “F28 DSL D16” error code on the machines?
     

    This represents an error code that means that a particular machine requires servicing. Please request service now.

  • 8. If I hear water in the drum of the washer after the wash cycle is completed, does this mean my next wash will overflow?
     

    Absolutely not. The sound you hear is not leftover water from a previous wash. Instead, it is a special liquid located in the balancing ring that is designed to help prevent unbalanced loads of laundry.

  • 9. Do all machines run a Super Cycle?
     

    No. Only High-Efficiency (HE) washers and top-load washers offer the “Super Cycle” option.

  • 10. What is a “Super Cycle”?
     

    Residents may select this wash option to add another three minutes to a wash and an extra rinse cycle.

  • 11. How many minutes is the quick cycle? How long until it hits cold water? And at what temperature is the water?
     

    The “Quick Cycle” runs for approximately 26 minutes. Approximately 10 minutes into the cycle the wash is warm water.

  • 12. How long is each washer cycle?
     

    Washer cycle times vary by machine and by the amount of water that is filled in to the basin (e.g., regular vs. quick wash). A wash cycle is typically around 30 minutes. However, High-Efficiency washers run from 37 minutes to 42 minutes and an additional 5 minutes can be added to this time if a ‘Super Cycle” is selected.

  • 13. How hot is the “hot” water temperature?
     

    The building’s boiler controls water temperature. Hercules does not control the temperature of the water. When a washer cycle is run in hot, cold or warm water, the temperature is a function of the building’s settings.

  • 14. What’s the difference in temperatures between whites, brights and permanent press wash cycles?
     

    Whites are washed in hot water, brights are washed in cold water, and permanent press clothing is washed in warm water. For more tips, check out our Laundry 101 video.

  • 15. Do I add soap, bleach and fabric softener all at the same time or at separate points in the wash?
     

    This varies by type of washer. For a Top-Load washer, you must add the soap, bleach and fabric softener at different times during the wash cycle. Consult the instructions on each product before adding in any of these products. For a Front-Load washer, you are encouraged to add all of these products at once, by opening up the drawer of the machine. Each product will be released at the correct time during the wash cycle. For more tips, check out our Laundry 101 video.

  • 16. On Top-Load washers, where do I add the detergent? Is there a compartment?
     

    No, there are no compartments to add detergent when using a Top-Load washer. Users of such machines simply add detergent directly into the tub at any time before or after starting the washer.

  • 17. Where does the fabric softener go and when do I add it?
     

    In a Front-Load washer, there is a special compartment for the addition of fabric softener. The fabric softener is released into the wash cycle on the last rinse. On a Top-Load washer, fabric softener may be added at any time by simply opening the top lid of the washer. For more tips, check out our Laundry 101 video.

  • 18. Can I use non-HE fabric softeners in my HE washer?
     

    Yes, you can add liquid fabric softener to the fabric softener dispenser. Follow the manufacturer's guidelines for proper use of the dispenser. For more tips, check out our Laundry 101 video.

  • 19. If my HE detergent is 2x or 3x strength, how much do I use?
     

    Just as with a regular washer, you should use the recommended amount based on the size of your load. Because HE detergent is formulated to be low-sudsing, you can use a full dose without having to worry about over-sudsing in your machine. For more tips, check out our Laundry 101 video.

  • 20. Why should you only use ¼ of a cup of soap in the washer?
     

    For the best washing results, Hercules (and Maytag) recommend only using ¼ of a cup of detergent (in most cases “liquid detergent”). This will ensure superior washing results. For more tips, check out our Laundry 101 video.

  • 21. Do I have to use HE detergent?
     

    No, you do not have to use HE (High Efficiency) detergent. You may use any detergent. However, we recommend that you use HE detergent when using High-Efficiency front-load washers. For more tips, check out our Laundry 101 video.

  • 22. What's the difference between regular detergent and HE (High-Efficiency) detergent?
     

    HE detergents create fewer suds and disperse quickly to help get the best cleaning performance with only 20% to 66% of the amount of water used in traditional machines. HE detergents were actually developed by home appliance engineers and detergent scientists, resulting in an effective cleaning system. Traditional detergents are formulated to get great cleaning power with high water washes; they aren't created to work well in low water.

  • 23. Are HE washers gentle on my fabrics?
     

    Yes. Front-loading HE washers use a tumbling action instead of an agitator found in traditional washers. The tumbling action is gentle on fabrics.

  • 24. Do HE machines rinse as well as regular machines?
     

    Yes. Even though HE washers use less water, they have two to four rinse cycles rather than one rinse in a traditional washer. According to the Soap and Detergent Association, multiple rinses are typically better than one deep rinse. HE detergents help to assure good rinsing because they’re specially formulated for low-water washes and rinses.

  • 25. If the washer uses a small amount of water, how are clothes cleaned well?
     

    In front-loading HE washers, the laundry tumbles back and forth in the water as the tub rotates, moving the water and detergent through each garment to help remove soils. The tumbling action is intended to clean efficiently and be gentle on fabrics.

  • 26. How many gallons of water does the washer use?
     

    Water usage varies by washer. However, the new Maytag Front-Load washers use approximately 13 gallons of water, and the Maytag Top-Load washer uses approximately 35 gallons of water

  • 27. How often are the machines and vents cleaned?
     

    The cleaning of machines and venting associated with laundry rooms varies by location. However, usually such cleaning is performed every 6-12 months.

  • 1. How do I get the top-off for the dryers to work (if your dryer has the top-off feature)?
     

    After your initial start of the dryers, simply re-insert your Smart Card into the card reader on the dryer and additional time will be provided. For example, if the dryer is $2.00 for the initial 45-minute load and $.25 for each additional 5 minutes, simply re-insert your card into the card reader before the initial dry cycle has completed. Don’t forget to re-select the cycle after re-inserting the Smart Card.

  • 2. At what temperature do the dryers run on each cycle?
     

    High Temperature: 180 degrees
    Medium Temperature: 150 degrees
    Low Temperature: 120 degrees

  • 3. How often are the machines and vents cleaned?
     

    The cleaning of machines and venting associated with laundry rooms varies by location. However, usually such cleaning is performed every 6-12 months.

  • 1. I am a new resident of a building. How can I obtain a new Smart Card?
     

    You can request a Smart Card online or by contacting Hercules and we’ll mail you a new Smart Card. Or, you can contact your building’s management company. They should have Smart Cards for new residents.

  • 2. Can I mail back my laundry cards for a refund?
     

    You can mail back your laundry cards for a refund to our office, 550 West John St, Hicksville, NY 11801. Please note, there will be a $5 processing and handeling fee for the first card and a $2 fee for each additional card.

  • 3. How do I use my building’s Smart Card machines?
     

    It’s easy. Just follow these simple step-by-step instructions. If your building has a Diamond Center Plus Machine or CVA, check out these video instructions.

  • 4. I put my serial number in the CVA machine. Where do I swipe my credit card?
     

    You do not swipe your credit card when using the CVA machine. Instead, you register the credit card online. Once the process is complete, you will receive an authorization code. For video instructions on how to add value online, click here.

  • 5. I want to add $5.00 to my Smart Card that I use with my building’s CVA. Why can’t I? Why is there a $25 minimum on your automated operator service?
     

    The following minimum charges apply when revaluing Smart Cards for all CVA transactions.

    Online–$10.00
    Automated Operator–$25.00
    Hercules customer service representative–$25.00

  • 6. How long does the money stay on my card?
     

    Once the money is added, it remains on the card until it is used in the washers and/or dryers.

  • 7. Is the information I am providing over the Internet secure?
     

    Yes, Hercules does not share any credit card information, nor does Hercules retain any credit card information.

  • 8. Why can’t I find the email confirmation in my box?
     

    The confirmation sometimes gets sent to your spam/junk e-mail folder. Simply move the email to your inbox and you will be able to complete the transaction.

  • 9. Where can I locate my CVA machine ID number?
     

    The four-digit ID number can be found on a poster in your laundry room and on a sticker on the CVA machine itself, as well as on the CVA tri-fold provided to you in your Smart Card package.

  • 10. Do I have to write down and retain any numbers in order to add value to my Card?
     

    Yes, you must retain the 10-digit Authorization Code to add value at the CVA.

  • 11. What happens if the authorization code to revalue my Smart Card expires before I can get to the CVA?
     

    Once you have received your CVA authorization code, the code will expire in 30 days if you have not visited your building’s laundry room to register the code in the CVA. If this happens, simply contact us and we’ll assist you. Additionally, this number is e-mailed to you if you revalue online. Otherwise, we retain the number.

  • 12. Why does the CVA authorization code change each time value is added?
     

    The CVA machine works on an algorithm system and in order to ensure credit card security, a random authorization code is generated each time additional value is added on to the card.

  • 13. I have an international credit card. Can I add value to my Smart Card using the CVA? What if my billing address for my credit card is outside of the United States?
     

    Yes, you can add value, but you will need to use the Automated Operator process (1-877-437-2912) to add value to your Smart Card, because when using the Internet process, you will be required to provide a 5-digit ZIP code.

  • 14. Can I use a gift card as a credit card when adding value on to my Smart Card using a CVA machine?
     

    The Hercules system accepts Visa®, MasterCard® and American Express® gift cards. However, Hercules is not responsible for any transaction fees.

  • 15. I have a CVA in my building’s laundry room but I don’t have - or want to use - a credit card. How can I add value to my Smart Card?
     

    You can mail a check for the amount of money that you would like to add to your Smart Card, along with your card, to Hercules and we’ll add the money to your card and mail it back to you.

  • 16. My building has multiple CVA machines. Which machine should I use and why would there be multiple machines installed?
     

    Typically, multiple CVA machines will be installed in a garden complex, where there are multiple laundry rooms serving multiple buildings. In this case, a CVA will be assigned to a specific laundry room that serves residents of that building. You will need to note the CVA ID number on the front of the CVA and use this number when registering your card each time. However, you may use any of the laundry rooms to wash and dry your clothing.

  • 17. I own a second Smart Card for my building’s laundry room. Can I also add value to this card?
     

    Yes, you can register more than one Smart Card in your name.

  • 18. Why are both a billing address and a home address needed to revalue my Smart Card?
     

    Your billing address must exactly match the address listed with your credit card company if it is different from your home address.

  • 19. Do I have to enter my charge card information each time I want to add value to my Smart Card?
     

    Yes, your credit card information is not retained on our system.

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