Volume 5, Issue 10 Home Appliances Newsletter
October 2011
Samsung Electronics America
Samsung Tech Talk
Your source for service information
First Time Fixes: A Plan to Succeed
Inside this issue:
First Time Fixes: A
Plan to Succeed
1
GSPN Updates
2
Getting Water to the 3
Fabric Softener Cup
New: The
FX710/510 Gas
Ranges
5
Repairing Sealed
Systems: 3 Tips for
Success
6
Replacing Dryer
Thermistors
7
Troubleshooting WiFi Refrigerator Connection Issues
9
Refrigerator Stepper 11
Motors
Need Help Diagnosing? Just Ask the
Customer
12
2011 RTC Home
Appliance Training
14
Wes Sirois
Assistant Manager, Triage Lead
When it comes to appliance service, multiple trips to customers’ homes are losing
propositions. As you know, Samsung, as
well as other manufacturers, pay for only
one trip per service call, so eliminating extra trips is a key to a business’s profitability. The goal of every service manager,
technician, or customer service rep should
be to do everything possible to get the job
done the first time. Not only will this lead
to higher levels of customer satisfaction, it
will also lead to higher profits and a successful business.
can create a list or flowchart that the reps
can follow when speaking with the customers. Many common problems can be identified just by asking the proper questions during the initial call from the customer. Keep
all technical bulletins and service tips available where everyone can access them, just
in case a customer’s complaint is covered in
a bulletin and a repair part is identified. In
many instances, a replacement for a suspect part can be brought along on the service call to increase the likelihood of a first
time fix.
Communication is a major component in
the quest for first time fixes. Considering
that most people carry a cell phone, it is
important to secure more than one phone
number when talking with a customer.
With an alternate number for most customers, the lines of communication are always
open in case the technician or someone
else needs to ask a question.
Once again, communication is a key. Most
customers, if given the opportunity, would
prefer to wait a short time if it means that
the job can be done in one trip. Nothing diminishes customer satisfaction more than
having to reschedule for a part. Using business management software to track fast
moving parts can also increase first time
fixes by helping technicians build useful
truck inventories that are well stocked with
commonly used parts.
A customer service rep may not be a technical person, but he or she should be prepared to ask the customer some pertinent
questions to help pinpoint the service problem with the appliance. Since most of
these folks do not have a technical background, the service manager or technicians
In conclusion, you can see that taking some
extra time to gather information and identifying suspected parts can lead to increased
first time fixes, which will lead to increased
profits.
Volume 5, Issue 10 Home Appliances Newsletter
Samsung Tech Talk
GSPN Updates
Jeff Brutman
Senior Staff, Publications
We encourage you to use our GSPN site to find the latest service bulletins to aid you with your repairs.
http://service.samsungportal.com
HA Service Bulletins uploaded to GSPN in September, 2011:
Bulletin Number
ASC20110912001
ASC20110921001
Subject
New damper assembly replacing old damper
assembly which caused vibration and/or
noise.
An overly sensitive “HE” error code detection
algorithm on Orca and Big Bang 2 gas dryers.
Applicable Models
WA5451ANW/XAA,
WA5471ABP/XAA
WA5471ABW/XAA
DV5451AGW/XAA,
DV5471AGW/XAA,
DV5471AGP/XAA,
DV231AGW/XAA
To access service bulletins on GSPN, first visit http://service.samsungportal.com. Login using your User ID and Password. Click on “Knowledge” at the top, then “Product Info” in the left column. The Product Information menu will appear.
Click on “Service Bulletin (Local) to bring up the Service Bulletins (Local) screen. To search for a bulletin, enter the bulletin number in the Subject field on the left side of the screen, and then click the Search button on the far right. If for some
reason the bulletin does not appear, it can still be searched using the “Category” drop-down menus, the Subject field, or
the Model field. You can also try using the Search field at the top of the screen.
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:
training@sea.samsung.com
Page 2
Volume 5, Issue 10 Home Appliances Newsletter
Samsung Tech Talk
Getting Water to the Fabric Softener Cup
Nicholas Webert
Assistant Manager, Regional Trainer
Have you ever tried to view water filling the fabric softener cup of the dispenser? Did you have problems? Are you
aware that it requires two of the cold water solenoids to be active at the same time? The only time these two solenoids
are on together is during the rinse part of the cycle. Even using the “Temp” button only in Quick Test mode will not make
them both active simultaneously.
Most of you realized that you could get to the rinse portion by running a “rinse & spin” cycle and just waiting for the softener tray to fill. This only takes a few minutes. Others discovered that you could use instructions from the Fast Track to
enter the “fast time down” mode and advance to the rinse portion of the cycle more quickly.
There is, however, another way to activate the rinse portion of the cycle quickly – using the Quick Test Mode and a few
additional button pushes – that also tests the door lock and the steamer (a pending model has this option). The step by
step instructions are below.
1. Enter Quick Test Mode. With the power off, press the soil level, signal, and power buttons at the same time, and
then turn the dial counter-clockwise until it displays TEST.
2. Press the TEMP button 3 times so that the warm/warm LED is illuminated.
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Volume 5, Issue 10 Home Appliances Newsletter
Samsung Tech Talk
Getting Water to the Fabric Softener Cup
continued
3. Press the SPIN button once. The lock light will illuminate.
4. Press the SOIL LEVEL button once. The temp lights will go off and the LIGHT LED will illuminate.
5. Press the TEMP button twice. The LIGHT LED goes off and the warm/cold LED illuminates. The rinse portion of the
cycle begins.
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Volume 5, Issue 10 Home Appliances Newsletter
Samsung Tech Talk
New: The FX710/510 Gas Ranges
Paul Pieri
Trainer—RTSC
The first Samsung gas ranges are coming to a store near you!
Features:
 Large Capacity Oven Cavity
 Giant Griddle Center Burner
 Self cleaning system
 Dual Flame Right Front Burner (710 Only)
 True Convection cooking (710 only)
The first gas ranges from Samsung are feature packed. The model FX710 will have true convection cooking, a split
oven rack, five surface burners, a dual right front burner, and a warming drawer.
The model FX510 will have a storage drawer instead of a warming drawer and all five surface burners will be single
burners.
Included with each range will be a conversion kit to convert the range to use LP gas.
Look for the technical training course outlining specifications, disassembly, and troubleshooting., which will be available
on Plus 1 soon.
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Volume 5, Issue 10 Home Appliances Newsletter
Samsung Tech Talk
Repairing Sealed Systems: 3 Tips for Success
Nicholas Webert
Assistant Manager, Regional Trainer
Sealed system repairs can be tricky, especially with the new dual evaporator units and the addition of TDM valves. Yet,
some repair companies consistently repair sealed systems successfully. We have reviewed the repairs done by these
companies, and determined that they do three things consistently.
To help you repair sealed systems better, we share their tips for success below.
Tip 1: No more sweep charges! Most successful repairers are using a 1/4 or 1/3 horse power vacuum pump.
(Everyone agreed that if you use too big of a pump, you run the risk of collapsing some of the copper lines.) They are
hooking the pump up to both the High side and the Low side and pulling down to about a 30 inch vacuum, and then letting that run 30 to 40 minutes. Once that is complete, they turn off the vacuum pump and monitor the gauges for 8 to 10
minutes to make sure there is no leaks. Any loss of pressure is a problem.
Tip 2: Make sure you are weighing your charge! It’s ok to slow charge or dump in liquid, but you must know the
amount that is going in while doing so.
A. If you like to slow fill the system, you should apply the charge from the Low side. Also, in addition to watching your
scale for the correct weight to exit the tank, you should watch your gauges. Look for around 105 psi on the High
side and 5 to 2 psi on the Low side
B. If you prefer to dump your charge, it is best to do it on the High side. Running the liquid through the filter drier
seems to have a higher success rate. Don’t forget to keep your eye on your gauges for the same pressures.
Tip 3: Be Aware of the TDM Valve! TDM valves allow refrigerant to travel to just one or both evaporators in the unit.
A faulty TDM valve could stop the flow of refrigerant to one compartment, causing, for example, just the fresh food section not to cool. It could also cause both compartments not to cool if the flow is stopped before it enters or leaves the
stepper. A quick and easy way to check the TDM valve is to use your temperature gun and shoot all three of its legs. If
the refrigerant is passing in and out properly, all three legs will be very close in temperature.
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Volume 5, Issue 10 Home Appliances Newsletter
Samsung Tech Talk
Replacing Dryer Thermistors
Louis Picchione
Assistant Manager—HA
Thermistor Function: The Thermistor is mounted next to the TH1 Thermostat on the exhaust side of the blower housing and is used to regulate the dryer operating temperatures.
Specification: The Thermistor measures approximately 10K ohms at room temperature. As the operating temperature rises, the resistance of the Thermistor decreases (negative coefficient). During operation in a high heat setting, the normal
operating exhaust temperatures should be approximately 160°F.
When repairing a dryer with a defective Thermistor, you can remove and install the Thermistor from the back of the unit.
The following is a procedure to replace the defective Thermistor from the unit’s back.
STEP #1
Disconnect the vent from the dryer’s duct exhaust and move the dryer out to access
the back cover. Remove the screws from the dryer’s back cover. Some dryers may
have 4 screws securing the back cover, others will have 3 screws.
STEP #2
After removing the screws from the back cover, remove the cover and duct exhaust
together.
STEP #3
Disconnect the connector, and then remove the 2
screws securing the Thermistor to the blower housing.
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Volume 5, Issue 10 Home Appliances Newsletter
Samsung Tech Talk
Replacing Dryer Thermistors
continued
STEP #4
After removing the Thermistor, take a resistance reading to
see if the Thermistor is defective or not. If defective, replace it.
If not, further troubleshooting is required.
STEP #5
To reinstall the Thermistor (or install a replacement), insert it back into its original
position, and then start the top screw by hand. After starting the top screw, insert
and start the bottom screw. Once both screws are started by hand, use a screw
driver to tighten both screws down.
STEP #6
Once the Thermistor has been installed, reconnect the
connector and test the unit. If the issue has been resolved, reassemble the duct exhaust, back cover and
vent. Reinstall the dryer back into it’s proper location and
conduct a final test to ensure everything is operational.
Thermostats 1, 2 and 3 on the electric dryer can also be replaced by following this same
procedure.
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Volume 5, Issue 10 Home Appliances Newsletter
Samsung Tech Talk
Troubleshooting Wi-Fi Refrigerator Connection Issues
Steve Polzin, HA Product Specialist
Jim Swift, HA Product Senior Manager
Earlier this year, Samsung launched the new RSG309 side-by-side and RF4289 four-door French door models with WiFi capabilities. These two models come with an 8” LCD screen which is integrated within the water and ice control panel
located on the front of the refrigerator. These are the industry’s first Wi-Fi enabled refrigerators and provide easy access
to a series of user friendly web based applications.
Consumers can check the weather, leave notes for
their kids, and keep the family on schedule with the
Google calendar. Other useful applications allow quick,
easy access to favorite recipes, pictures, music, and
yes, they also give customers the ability to Tweet from
their refrigerator.
From time to time, you are likely to run across connectivity issues in which the customer cannot access the
web or perhaps cannot maintain a connection. In this
article, we will focus on Internet access, how to evaluate connection issues, and what you need to know to educate the consumer and prevent repeat service requests.
Figure 1
Before you run this kind of call, contact the customer
and make sure that the following information is available when you arrive at the home: the name of the
customer’s network and the password. Without these
two bits of information, you cannot service the device
properly.
Start by clicking the Settings icon located in the bottom
right hand corner of the main menu (Figure 2). Next,
scroll down and make sure the Wi-Fi is turned on, and
then select the customer’s Wi-Fi network.
Figure 2
If the network is not listed, it indicates that either the
Wi-Fi network is hidden or there is a problem with the
wireless router. If this is the case, the customer will
need to access the router's configuration page.
Assuming the network issues have been corrected, select the network and enter the password as required. After the network handshake occurs, you should see the screen in Figure 3 (on the next page).
An easy way to confirm Internet access is to launch the Weather Bug or AP News App from the main menu. If connection was unsuccessful, check the signal strength icon in the Wi-Fi Network window. If the signal strength is low, the problem is with the home Network, not the refrigerator. Another way to check the Network connection is by clicking the IP
Address icon located in the Wi-Fi Network window, and then pressing the test button. If the automatic settings are correct, a message will appear indicating that the configuration is correct.
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Volume 5, Issue 10 Home Appliances Newsletter
Samsung Tech Talk
Troubleshooting Wi-Fi Refrigerator Connection Issues
continued
A key factor to keep in mind is that if a network appears in the Wi-Fi network window, the refrigerator has
established communication with that network and the
connection issue is not likely to be caused by the refrigerator. We strongly recommend you work through
the process as described, because the next step is to
explain to the customer the issue is not caused by the
refrigerator and lies within their home Wi-Fi network.
Invariably, the customer will be quick to point out that
other wireless devices work in the house and they
have never experienced any problems before. That
being said, a possible solution might be available if you
Figure 3
or your customer has a smart phone with a hot spot.
You should be able to connect through that device as further proof the refrigerator is working properly.
A basic understanding of a home Wi-Fi network can go a long way when it comes to educating the consumer and bringing a successful resolution to a connectivity issue. One of the biggest obstacles to setting up a home Wi-Fi network is the
lack of signal strength in some areas throughout the house, commonly referred to as dead zones. Wi-Fi signals are
transmitted over radio waves, and are subject to the same reception problems found with radio and television signals.
Dead zones can be caused by a multitude of factors such as walls, distance between the device and the router, and
even interference from appliances, cordless phones, and other Wi-Fi routers in the area. The Samsung refrigerator Wi-Fi
feature is located in the dispenser door panel which is surrounded by metal and foam insulation, creating another obstacle to a reliable connection. Once you have determined that a weak or non-existent signal is preventing a connection
from being made or maintained, how do you approach the customer? It is not your responsibility to correct the problem.
However, we recommend that you provide a thorough explanation of why their connection issue is caused by the home
Wi-Fi network and not the refrigerator.
Assuming the issue is not the fridge, a simple solution to offer the customer is to suggest they move the router closer to
the kitchen. If this is not a viable solution, the next few paragraphs might offer additional help.
Samsung does not endorse nor recommend any particular device or method to extend the Wi-Fi signal, however there
are options available that do just that. We do recommend the consumer contact their Internet service provider or a local
retailer that specializes in computers and/or Wi-Fi to get a qualified recommendation.
Here is what they need to know they make that contact:
What type of router do they have?
Look at the router and write down the brand name and model number. A specialist in this field should be able to advise
them about the router and its capabilities and what options are available.
The customer should inquire about a Wi-Fi range extender. The range extender grabs a network connection wirelessly
from an existing router and simply extends it further. It is a simple, affordable option for low signal dead zone issues.
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Volume 5, Issue 10 Home Appliances Newsletter
Samsung Tech Talk
Refrigerator Stepper Motors
Bob Shoemaker
Assistant Manager, Regional Trainer
There are two types of stepper motors in current Samsung refrigerators, one type used for the refrigerator’s damper and
the other used for the TDM valve. The damper’s motor is generally bipolar, meaning voltage needs to be applied to both
leads of the coil alternately while the other is grounded. The two coils are electromagnets that cause the rotor to move.
When 12V is applied to coil A, the rotor turns and aligns with coil B. The charge in coil A is then dissipated by applying
reverse polarity and then coil B is activated. This process is repeated for the time needed to open or close the damper.
The direction is determined by which coil is activated first.
Damper Motor
TDM Motor
The TDM valve is unipolar and works similarly. The two leads of each coil are simply pulled to ground at the proper time
since the center tap is 12V.
The drive signal is a square wave and measures 12V AC with a DVM.
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Volume 5, Issue 10 Home Appliances Newsletter
Samsung Tech Talk
Need Help Diagnosing? Just Ask the Customer.
Kurt Schuster
Assistant Manager—HA
‘The unit is dead’ or ‘will not start’ have to be among the least helpful customer complaints you could ever roll a truck on.
Right after the ever helpful, ‘intermittent’, these customers have to be coaxed, cajoled, and convinced of their ability to
observe and accurately describe the operation of their appliances. While doing so might seem more of a chore than just
going to their home to see for yourself, between their schedule, your REDO percentage, and the chances you will have
the right part on the truck, you’re better off in the long run if you have the conversation.
Usually, just asking, ‘what happens when you turn the power on?’ is enough to get
the conversation started, even if you get the typical response of ‘nothing’. Having
the PDFs of the User Manual and the Service Manual can be helpful to you unless
you have photographic memory and a clear picture of the control panel in your
mind. If you are lucky enough to be on the phone with the customer while they are
at home with the appliance, you might even be able to hear the chimes as the unit
turns on, which is almost always a good sign, right? Especially when you consider
that you’ve just confirmed the unit isn’t as ‘dead’ as the customer originally reported.
Of course, this is where we need the customer to Stop, Look, and Listen. Do any
lights come on? Which ones? Is the unit making any kind of noise at all? On a
dishwasher, for instance, what happens when you close the door? Obviously,
they should hear the drain pump for between thirty and forty seconds, followed by
the sound of water, followed by the sound of the water spraying on the dishes.
Any interruption of this sequence is usually accompanied by some sort of error
code or warning flag. Either way, knowing when whatever happens happens and how long it happens is as important as
knowing why it happened in the first place.
As we have discussed in the past, (Dishwasher Water Flow and Level Errors, Volume 5, Issue 3), Samsung takes managing the flow and presence of water in the dishwasher seriously. So, it can be frustrating when these units insist there
is a water related error and you cannot observe and confirm that error yourself. In such cases, it is often tempting to
blame the sensor or the controls on the Main PCB, swap those out, and be on to the next call. Doing so, however, usually only means that you, or somebody else, will be back in a few days or weeks.
Another seemingly easy fix involves finding a loose connection. Again, it is usually a good thing, but thinking that this
has solved the problem is problematic itself. Keep in mind, for instance, that sensors such as the Overflow Sensor and
the Leak Detector in the shutter area are both open circuits. A loose connection on either of these usually means the
error would be missed and not triggered falsely.
The Low Water Level (9E) errors can be tricky too. If the unit isn’t flagging a Leakage (LE) error, and you’ve confirmed
there are no bowls or cups trapping water and preventing water from circulating properly, then where is it going? In this
case, the fact that you do not have a Leakage Error means that it is not going through the sump where it would be captured in the shutter area. If the water is not coming from around or through the door, indicating a bad seal around the
door, the soap dispenser, or drying fan vent, you can concentrate your search elsewhere. Checking the drain hose, the
dishwasher case itself, or checking the case noise insulation for signs of prior leakage is usually your best bet.
Page 12
Volume 5, Issue 10 Home Appliances Newsletter
Samsung Tech Talk
Need Help Diagnosing? Just Ask the Customer.
continued
Although the dishwashers are quiet, they are not so quiet that an error code for an inoperative circulation pump is necessary. If the dishwasher falls silent when it is supposed to be circulating the water to wash the dishes, you’ll need to be
prepared to check the wiring, the connections, and the pump. What’s more, you’ll need to confirm there is power to the
pump from the Main PCB when it is supposed to be there, and also make sure the sump is clear of any debris that may
be preventing the pump from operating correctly.
In the end, making the customer your partner during the repair is as important a part your job as other aspects of your
business. Getting the customer to Stop, Look, Listen, and Tell may very well be the difference between fixing it right the
first time and returning for redo.
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.
Page 13
Volume 5, Issue 10 Home Appliances Newsletter
Samsung Tech Talk
2011 RTC
Home Appliance
Training
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 (Regional Training Centers).
You can reserve your seat for training by emailing
training@sea.samsung.com.
Additionally, Home Appliance training is available on-demand 24/7 at
https://my.plus1solutions.net/clientPortals/samsung/
Training schedule:
Date
October 4-6, 2011
City
Little Ferry, NJ
Comments
ME/ASC Training
October 4-6, 2011
Rancho Dominquez,
CA
ME/ASC Training
October 25-27, 2011
Bensenville, IL
ME/ASC Training
October 25-27, 2011
Austell, GA
ME/ASC Training
November 1-3, 2011
Little Ferry, NJ
ME/ASC Training
November 1-3, 2011
Rancho Dominquez,
CA
ME/ASC Training
November 29-December 1,
2011
Bensenville, IL
ME/ASC Training
November 29-December 1,
2011
Austell, GA
ME/ASC Training
November 29-December 1,
2011
Little Ferry, NJ
ME/ASC Training
Page 14