Volume 5, Issue 4 Home Appliances Newsletter
April 2011
Samsung Electronics America
Samsung Tech Talk
Your source for service information
SPSN and SPSTV— Growing Your Way!
Inside this issue:
Growing Your Way!
Washer’s Dead. Is it
the Main or Sub PCB?
GSPN Updates
Dishwasher Performance Complaints
Refrigerator Dis5
penser Drip Troubleshooting: Some Helpful Hints
Diagnosing a Defrost
Circuit Failure
Ordering the Correct
Ice Tray for the
RFG297*: A Correction
What to do when the
Electric Range says
Karen Tillery
Service Marketing, Senior Staff
SPSN, the Samsung Product Support Network, is happy to be a growing part of the
Samsung CSD team! Last year, SPSN
created 345 instructional How To videos
for consumers and 104 weekly Live Shows
for SPSTV. These shows provided indepth knowledge about Samsung products
with LIVE customer feedback and support.
SPSN also produced 78 live training episodes and 38 internal How To videos, all
aimed at helping you resolve support issues quickly and effectively.
2011 will be even busier. In March, SPSN
developed consumer videos for Smart Hub
TV, the Q10 HD Camcorder, SH100 Digital
Camera, and several smartphone videos.
Also, on March 17th, we debuted season 2
of our live show, Keep It Simple!
We look forward to providing you with the
on-line video content you need to handle
customer product problems and concerns.
Check out our library of videos at
www.samsung.com/spsn and send your
suggestions, requests, and feedback to
spsn@samsung.com. Make sure to log on
to www.samsung.com/spsn on Thursdays
at 4:30 pm EST to watch live episodes of
Keep It Simple!
How to Order Correct 10
Parts for Refrigerators
Do Not Save Warranty 11
Claims to Temporary
Cleaning, Cookware,
and Glass Top
Samsung Opens Four 14
Regional Training
2011 RTC Home Appliance Training
Still from an SPSN production
Volume 5, Issue 4 Home Appliances Newsletter
Samsung Tech Talk
Washer’s Dead. Is It The Main or Sub PCB?
Nicholas Webert
Manager HA Tech Support
If the washing machine you’ve been called in to fix will not turn on or has no power, how do you find out if it’s the sub
PCB or main PCB that is causing the problem? For first time completion, it’s important to bring both boards to the customer’s home, but to keep your costs down, you need to take the right steps in the right order to uncover which board is
causing the problem.
Pin Test Sites
To isolate the PCB that has failed, follow the steps below:
1. Begin by reviewing the Fast track troubleshooting manual (easily located under tech tips on GSPN). Page two
shows the colors of the wires to help you locate them. Now jump to page three, locate CN8, and then follow the
steps below.
2. On pin 5, check for 5 VDC from the White wire to ground. This voltage should be coming from the main board constantly and going to the sub. If this voltage is not present, the main board is bad.
3. On pin 6, check for +15 VDC (Red) when you press the power button. If the voltage is not present, check the T
comm. signal and the R Comm. If the T and R comm. are good, replace the main board.
4. Test pin 1, the Transmit Communication Port (Blu), by unplugging the unit, putting your meter leads on the blue
wire and ground, and then plugging the unit in. You should get a 2.5 VDC frequency signal for about a second. The
signal also appears when you press the power button. If the signal is not present, replace the sub-board.
5. Test pin 2, the Receiving Communication Port (Org), by unplugging the unit, putting your meter leads on the orange wire and ground, and then plugging in the unit. You should get a 2.5 VDC frequency signal for about a second. If the signal is not present, replace the main board.
6. Test pin 3, the Rest Signal (Yel), by unplugging the unit, putting your meter leads on the yellow wire and ground,
and then plugging in the unit. This signal comes and goes at different times, but it’s best to test for it when you plug
the unit in. You should get a 2.5 VDC frequency signal for about second. If the signal is not present, replace the
main board.
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Volume 5, Issue 4 Home Appliances Newsletter
Samsung Tech Talk
GSPN Updates
Jim Foster
Manager, Training /Publications
We encourage you to use our GSPN site to find the latest service bulletins to aid you with your repairs.
HA Service Bulletins uploaded to GSPN March, 2011
Bulletin Number
Applicable Models
Refrigerator door handle change
Refrigerator door handle change
To access service bulletins on GSPN, first visit http://service.samsungportal.com. Login using your User ID and Password. Click on “Documents” at the top, then “Product Information” in the left column. The Product Information menu will
appear. Click on “Service Bulletin (Local) to bring up the Service Bulletins. To search for a bulletin, enter the bulletin
number in the search window at the upper left. If for some reason the bulletin does not appear, it can still be searched
using the “Select Depth 1, 2, and 3” drop-down menus.
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Volume 5, Issue 4 Home Appliances Newsletter
Samsung Tech Talk
Dishwasher Performance Complaints
Wes Sirois
Assistant Manager, Triage Lead
Over the past year, the number of service calls generated by dishwashers cleaning poorly has increased dramatically.
This is true for all brands of domestic dishwashers, not only Samsung’s. Common complaints include the new dishwasher not cleaning as well as the old one and the dishes and glasses on the top rack having a white film on them after
the cycle is complete.
Why are we seeing this upswing in dishwasher performance issues? The main reason is that there are now at least 17
states that have banned phosphates, so dishwasher detergent manufacturers are now producing only P-Free detergents. While these new products are designed to perform as well as detergents with phosphates, customers may need
to take some extra steps to get dishes as clean as before. This is why It is important that you understand the impact of
the detergent modifications and can explain to your customers how to get the best results from their dishwasher.
Going on a Call
When you go on a “dishwasher isn’t cleaning as well” service call, you should check the “usual suspects” first. These
Incoming water temperature
The water level
Water hardness
Use of Rinse Aid
The operation of detergent and Rinse Aid dispensers
If all mechanical functions are normal, then you should make one or more of the following recommendations, based on
conditions in the home:
Explain to the customer that they should run hot water in the sink until it becomes very hot to the touch before turning on the dishwasher. This ensures that the first fill contains a good supply of hot water.
If the water has a high level of mineral content, explain to the customer how to use performance enhancing additives. Some examples are Glass Magic® and Lemi Shine®. For best results, these products should be put in the
pre-wash cup instead of detergent. As with any additive, the customer should follow the instructions that came
with the product.
Explain to the customer that they must use a Rinse Aid and that they must adjust the amount of Rinse Aid depending on the hardness of the water. All modern dishwashers are designed to work with a Rinse Aid for proper washing and drying results.
Suggest to the customer that they use a Dishwashing cleaner to remove mineral content from the interior of the
dishwasher and keep it off their dishes. Products such as Dishwasher Magic® and Affresh® for Dishwashers can
keep the interior of the appliance clean.
Dishwasher detergent manufacturers offer web sites and literature with additional information on how to get the best performance from a dishwasher. You should become familiar with this information and we encourage you to pass this information along to your customers.
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Volume 5, Issue 4 Home Appliances Newsletter
Samsung Tech Talk
Refrigerator Dispenser Drip Troubleshooting: Some
Helpful Hints
Paul Pieri
A common problem with new refrigerators is the annoying drip of water from the dispenser. What can cause this dripping and how can it be stopped? We know that air getting into the water system of the refrigerator is the culprit…But
where is the air coming from?
Air can be left in the water line if the installers failed to purge the air from the system during installation. If you suspect
that the line has not been purged, you can purge it by dispensing about a gallon of water through the dispenser.
Air can also enter the water line if the refrigerator doors were removed during installation. When installers remove the
door containing the dispenser, they must disconnect the water coupling. If the water hose is damaged during this process or re-inserted into the water coupler incorrectly, it can cause a bad seal in the water coupler that can allow air to enter the system.
Damage to the water line can
occur if you remove or insert
the water tube incorrectly
If the water line shows signs of damage, you must cut it back to where the tubing is good or replace the line. After you
have cutback or replaced the line, you need to purge the system as described above.
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Volume 5, Issue 4 Home Appliances Newsletter
Samsung Tech Talk
Refrigerator Dispenser Drip Troubleshooting Hints
Additionally, air can get into the water system if the installers don’t install the water coupling locking clip. This clip is located under the hinge cap on top of the refrigerator. The locking clip is intentionally left off the water line so installers
can easily remove the water line from the coupling if the door must be removed. Some installers do not know what these
clips are or what to do with them. Sometimes, if the door does not have to be removed (which requires installers to remove the hinge cap), the locking clip is never installed.
Hinge cap
Locking clips
Instructions for installing the clip
The locking clips insure an airtight seal
If everything is connected properly, low water pressure may be the cause of the drip. In cases where water pressure is
too low, such as with well water, installing a water coupling that contains a built-in check valve often stops the dripping.
See the illustrations below.
Check Valve Type
Water valve side
Non-Check Valve Type
Dispenser Side
Water flow direction
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Volume 5, Issue 4 Home Appliances Newsletter
Samsung Tech Talk
Diagnosing a Defrost Circuit Failure
Jim Swift, HA Product Senior Manager
Steve Polzin, Technical Instructor, Appliance Tech Support Specialist
Samsung refrigerators are designed to be frost-free. This is accomplished by using a unique defrost program, often referred to as “adaptive defrost”, that identifies the optimum defrost start time and duration. A problem with the defrost circuit can cause the compressor to stay on longer, the temperature to vary outside the programmed parameters, or in
some cases, the fans to work incorrectly.
Accurately diagnosing a defrost failure in any Samsung refrigerator is a relatively easy process. The defrost circuits for
the refrigerator and freezer compartment are virtually the same. If you follow the procedure and use the diagram provided as a reference, you will be able to apply the diagnostic procedure to all models. Once your diagnostic procedure
has led you to a potential defrost failure, we recommend you remove the evaporator cover so you can visually confirm
your findings and then make the appropriate measurements.
Always be sure to make the distinction between a frozen defrost drain (clear ice extending down to the drain trough) and
an evaporator that is not defrosting (heavy frost from top to bottom of the evaporator) before diagnosing defrost operation. Clear Ice indicates the defrost circuit is working but not draining. Also, make your measurements before manually
defrosting the evaporator coil because the defrost sensor needs to remain frozen for reliable testing.
To diagnose a defrost failure, follow these steps:
1. Remove the evaporator cover.
2. Locate the three Molex connectors present on all models. The wire colors
may vary, but the placement will be the same on all models.
3. The top plug is the thermal fuse or bimetal depending on the model. Every
defrost circuit will incorporate one or the other and both parts serve the
same purpose and are wired in series with the defrost heater. This thermal
protection is necessary to provide a thermal break for the heater circuit in
the event the relay on the main PCB fails in the closed position. The thermal fuse/ bimetal will open the heater circuit if the evaporator temperature
rises to approximately 130 degrees F.
The Thermal fuse or Bimetal should always be in the closed position. If you
find that it is open, replace the failed component and also replace the defrost thermistor. The defrost thermistor should be replaced because the sensor is feeding back incorrect information causing the defrost heater to stay
on too long.
4. The middle plug is the defrost heater (brown wires). When you check the
refrigerator defrost heater, the range of resistance will vary between 80 -150
ohms depending on the size and design of the cooling system. The lower
the resistance, the hotter the heater. Expect to see 80 -100 ohms for SXS
units and 100 -150 for French door and bottom mount models. When checking freezer defrost heaters, expect to see 45 - 65 ohms of resistance.
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Volume 5, Issue 4 Home Appliances Newsletter
Samsung Tech Talk
Diagnosing a Defrost Circuit Failure
5. The bottom plug is the thermistor (usually yellow wires). You should measure it before you manually defrost the
unit. This will allow you to see the same resistance the micro processor is seeing when the unit goes into defrost.
An average reading should be between 20k-40k ohms which converts to a temp range between +14 and -14 degrees, indicating a good sensor.
Accurately evaluate your measurements. If the thermal fuse/bimetal and heater checks good, your problem is caused by
either the sensor or the main PCB. If the sensor checks good, your diagnostic procedure indicates main PCB failure.
Replace the main PCB and the sensor. If the sensor checks bad, just replace the sensor.
Generally, the defrost sensors fail more often than the defrost heaters because they are required to work at a wider temperature range than the other sensors. When testing these sensors, it is important that they be tested in circuit. We also
recommend you replace the defrost sensor whenever you service a defrost failure, regardless of the diagnosis. For example, if you find an open thermal fuse, open heater, etc., also replace the sensor.
Samsung uses two defrost heater designs, one that is weaved into the evaporator (glass type) and one that is around
the perimeter of the evaporator ( Calrod type). The Calrod heater is easier to change, but not as efficient. In contrast, the
glass heater is harder to change, but more efficient. If you need instructions on how to change the Glass heater, contact
training@sea.samsung.com and request the detailed replacement procedure via email.
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Volume 5, Issue 4 Home Appliances Newsletter
Samsung Tech Talk
Ordering the Ice tray for the RFG297*: A Correction
The Editors
Samsung Tech Talk
Last month, we published a short article about ordering the ice tray for the RFG297*. In it, we erroneously stated that
you should order the nine cube tray for all RFG297s. In fact, the only RFG297 model that takes the nine cube tray is the
RFG297AB. All the other models take the seven cube tray. The corrected article is below.
BOM Model Number: RFG297AB only.
Problem: When you ordered the replacement Ice Maker, you received the wrong part.
Resolution: The ice maker with the seven cube ice tray is not compatible with the RFG297AB. The ice maker assembly
for RFG297AB has a nine cube ice tray. The Part Number is DA97-07365. Order this tray.
Part Number: DA97-07365A. Ice Maker Assembly with Nine Cube Ice Tray.
We apologize for any inconvenience this error might have caused.
What to Do When the Electric Range Says SAB
Tony Ippolito, Manager HA Tech Support
Symptom: None of the oven functions work and "SAB" is on the display.
Solution: The Electric Range is in Sabbath Mode. To exit the Sabbath mode, press the clock button and hold for three
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Volume 5, Issue 4 Home Appliances Newsletter
Samsung Tech Talk
How to Order the Right Parts for Refrigerators
Tony Ippolito
Manager HA Technical Support
To order the right parts for a refrigerator, you need to use either the Model Code or the BOM name (and not the Basic
Model Number). For example. to find the French Door refrigerator Model Code or BOM name, first locate the labels attached to the refrigerator. The outside label is located on the bottom left side of the refrigerator. The inside label is located in the left internal cavity of the refrigerator.
On the outside label, the Model Code is the fourth item from the top, above the serial number. On the inside label, the
BOM name is the fourth and last item on the label, below the compressor number. See the illustration below.
Use the Model Code or the BOM Name only for all parts ordering, Tech Support, and Warranty Claim processing needs.
Remember this simple rule: The correct Model Code or BOM Name ends with XAA.
Please Send Us Your Comments!
Something you’d like to see in the Samsung Tech Talk Newsletter? If there a topic/issue we haven’t covered that you’d
like us to write about, LET US KNOW!
Please send your comments to:
Page 10
Volume 5, Issue 4 Home Appliances Newsletter
Samsung Tech Talk
Do Not Save Warranty Claims to Temporary Storage
Jet Nyamwange
Warranty Department
A billed Warranty claim must have the correct status. If you select the incorrect status, your payment may be delayed.
Worse, if you save your claim to Temporary Storage, your claim will never be paid. Be warned: The Warranty team
does not review claims saved to Temporary Storage. Consequently, any claims saved to Temporary Storage are not
To ensure your claims are paid, please follow the simple guidelines below:
Submitted – All repairs you want the Warranty Department to review.
Out of Warranty – COD consumers
Page 11
Choose Submitted for all In-Warranty claims, as well as Samsung Extended Warranty claims.
Select Out of Warranty for units out of warranty. However, if you submit any claims Out of Warranty, they WILL NOT be eligible for payment.
Temporary Storage – For ASC use ONLY – Samsung Does NOT Review.
Do not SAVE your claims to this status.
All claims saved in this status WILL NOT be reviewed by the Warranty Department. They will not be
Note: Samsung permanently deletes all claims in this status on a bi-weekly basis.
Volume 5, Issue 4 Home Appliances Newsletter
Samsung Tech Talk
Cleaning, Cookware, and Glass Top Ranges
Kurt Schuster
Product Specialist
Anyone who remembers the futility of wrapping aluminum foil around the drip
ring pans on their gas or electric ranges in an effort to keep them clean cannot help but be intrigued by a glass top range. Surely the colorful, smooth,
and solid surface would make any clean up a breeze and last a lifetime to
boot. But, just as with anything else new, these cooktops come with new
challenges which, unless you keep them in mind, can turn clean up and maintenance into a real chore.
The two most important things about glass cooktops are easily remembered:
First, they are made of glass. Second, they get hot. Almost everything else
we need to know stems from these two basic points. While your new cooktop
may look like your countertop, it isn’t and it should not be treated as an extension of that area. Do not use it for storage or keep cooking utensils on it because anything on the stove is likely to become hot enough to become a
safety hazard. Nor should you use it as a cutting board or food preparation
surface. Further, anything that falls or is dropped onto the glass top can potentially chip or crack it. Keep this in mind, if you store items in a cabinet located over the range or when you are removing something from your over‑the‑range microwave oven.
It’s also important to keep the cooktop clean. Before using the cooktop for the first time, cleaning it with a ceramic cooktop cleaner or the Cerama Bryte brand cleaner included with the range
will help to protect the top and make daily cleanups easier. We recommend using a few drops
of the cleaner daily after cooking once the cooktop has cooled to help maintain its appearance,
especially if there was a spill or there is any residue from a spill. Sugary spills or melted plastic
should not be allowed to burn or cool in place. Turn off all of the cooking elements and then,
using an oven mitt along with a spatula or razor, gently scrape as much of the material as possible off the surface and either discard it or move it to a cooler area of the cooktop. Wait until the
cooktop has cooled to remove any of the remaining residue using the cleaner as directed. Remove any excess cleaner by polishing with a dry cloth or paper towel. We do not recommend
rinsing. Any cooking or cleaner residue could get under the cooktop seal. Be sure to use the
cleaning products as directed and check the Cerama Bryte web site, www.ceramabryte.com, for
the other products that are available for more specialized cleaning and maintenance.
Now, let’s turn our attention to the cookware. You can use most types of conventional cookware on the radiant elements
of your range, but you can only use steel, cast iron, and some kinds of stainless steel on the induction elements. Use
only quality cookware with flat, smooth heavy bottoms that make good contact with the cooking zone of the selected
cooking element. You can check for flatness by rotating a ruler across the bottom of the cookware. In addition, select
cookware whose finish is easy to keep clean, especially on the bottom. Keeping the bottoms of the cookware clean prevents baked on foods from scratching, marring, or fusing with the glass surface which could lead to breakage or pitting.
Also, using the right size cookware for the food you are preparing and matching it to the right size cooking element,
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Volume 5, Issue 4 Home Appliances Newsletter
Samsung Tech Talk
Cleaning, Cookware, and Glass Top Ranges
whether radiant or induction, will improve the efficiency of your range. Using undersized
cookware not only wastes energy, but also leaves exposed part of the radiant element.
This increases the risk of burns and the possibility of igniting your clothing or the potholder you use to handle the cookware.
Keep in mind too, that certain types of glass, ceramic, earthenware, or other glazed
cookware should not be used on any range. There are also some additional materials
you should avoid using with your glass top range. Cookware with copper or aluminum
surfaces can leave metal marks that resemble scratches, particularly if moved while both the pan and glass top are hot.
You can remove these marks with the polish supplied with your range as soon as the surface has cooled. Porcelain
enamels, glass, and cast iron can actually scratch the glass top. Most of these scratches can be buffed, polished, or
filled if attended to quickly. More severe scratches are not only unsightly, but can lead to the failure of the glass top, an
event that is not covered under warranty.
Also avoid cookware with warped or curved bottoms. Pans whose bases are smaller than the cooking zone of the smallest heating element not only waste energy and can be dangerous, but may not have enough mass to work properly with
some induction elements. Unbalanced cookware with heavy handles that do not allow the pan to rest flat on the glass
top will not allow either radiant heat or induction energy to heat the pan or cook the food in it properly. In addition, remember that aluminum, copper, brass, glass, ceramic, and porcelain cookware will not work at all on induction elements,
and that some stainless steel cookware may not work properly or consistently.
Finally, see the “Care and Cleaning of the Glass Cooktop,” section of the owner’s manual for additional information specific to your model, or call 1‑800‑SAMSUNG if you have any doubts regarding the use or maintenance of your range.
When you care for it properly, cook with quality cookware, and follow good cooking practices, your glass top range will
provide years of dependable service.
Samsung Electronics America
85 Challenger Road
Ridgefield Park, NJ 07660
Phone: 201-229-4251
The information in this bulletin is published for experienced repair technicians
only and is not intended for use by the public. It does not contain warnings to
advise non-technical individuals of possible dangers in attempting to service a
product. Only experienced professional technicians should repair products
powered by electricity. Any attempt to service or repair the product or products
dealt with in this information by anyone else could result in serious injury or
death. Information provided in this bulletin is subject to change or update without notice.
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Volume 5, Issue 4 Home Appliances Newsletter
Samsung Tech Talk
Samsung Opens Four Regional Training Centers
Jim Foster
Manager, Training
Samsung’s Training Department is pleased to announce that all four of its RTCs (Regional Training Centers) are open
and ready for business. These centers are located in the following areas:
New Jersey – 210 Riser Rd., Little Ferry, NJ 07673
Chicago - 1130 N. Ellis, Bensenville, IL 60106
Los Angeles – 18511 Broadwick St., Rancho Dominquez, CA 90220
Atlanta – 8110 Troon Circle, Austell, GA 30168
These RTCs are being utilized to train our FE/ME network, SSDs (self-servicing dealers), as well as our ASCs. The purpose behind these centers is to provide an increased and more detailed, hands-on level of training for our service network, resulting in expert level techs. Samsung’s goal with these centers is to have the best trained tech in the business.
We look forward to your attendance at a training center soon!
Meet the Trainers
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Volume 5, Issue 4 Home Appliances Newsletter
Samsung Tech Talk
2011 RTC
Home Appliance
Samsung HA Training 2011
Being held at one of our four Regional Training Centers!
Attend in depth, hands-on training at one of our RTCs.
You can reserve your seat for training by emailing training@sea.samsung.com.
Additionally, Home Appliance training is available on-demand 24/7 at
April 5-7, 2011
Little Ferry, NJ
ME Training
April 5-7, 2011
Rancho Dominquez,
ME Training
April 26-28, 2011
Bensenville, IL
ME Training
April 26-28, 2011
Austell, GA
ME Training
May 3-5, 2011
Little Ferry, NJ
ME Training
May 3-5, 2011
Rancho Dominquez,
ME Training
May 24-26, 2011
Bensenville, IL
ME Training
May 24-26, 2011
Austell, GA
ME Training
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