Volume 5, Issue 7 Home Appliances Newsletter
July 2011
Samsung Electronics America
Samsung Tech Talk
Your source for service information
Improving Home Appliance Defect Description Details
Inside this issue:
Improving Home
Appliance Defect
Description Details
1
GSPN Updates
2
Elisa Pagliaro
Staff
A Customer Satisfac- 3
tion Quiz
Troubleshooting
cook Top Dual and
Triple Surface Heating Element Problems
4
Efficient Dryer Troubleshooting
7
We would like to remind all Samsung
ASCs that detailed symptom and repair
descriptions are critical in helping Samsung engineers. This valuable information
can help Samsung create helpful service
bulletins and tips, produce more accurate
service materials, and help improve our customers overall satisfaction.
We ask that you specifically focus on adding
details in No defect/No problem found cases
(NDF).
New Steps Added to 9
Dryer Pulley Replacement Bulletin
HE Detergent and
10
Front Loading Washers
Adjusting French
Door Refrigerator
Doors
9
2011 RTC Home
Appliance Training
11
2011 Home Appliance Training Now
On Line on Plus 1!
12
Please use the Defect Desc and Repair Desc fields when filing your warranty claims to
add the repair details. See the illustration below for their location.
Volume 5, Issue 7 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 June, 2011:
Bulletin Number
Subject
Applicable Models
ASC20110628001
Drum motor version parts change.
WF511ABR/XAA
WF511ABW/XAA
WF431ABP/XAA
WF431ABW/XAA
ASC20110628002
Weight balancer part change.
WF461ABP/XAA
WF461ABW/XAA
WF448AAE/XAA
WF448AAG/XAA
WF448AAP/XAA
ASC20110628003
Thermistor wiring harness part change.
WA5471ABP/XAA
WA5471ABW/XAA
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 7 Home Appliances Newsletter
Samsung Tech Talk
A Customer Satisfaction Quiz
Wes Sirios
Assistant Manager, Triage Lead
Customer Satisfaction is one of the most important components of a successful service business. Since the main product being sold is service, how that product is delivered to your customers can mean the difference between a profitable
organization and one that struggles to stay afloat. Asking yourself a few important questions about your operation (and
answering them honestly) on a regular basis can help you keep your business in the black. Here are a few questions to
get you started:
Would I want my mother to call this business to schedule service?
Customer satisfaction begins with the initial call from the customer. How the people that man your phones speak with
your customers is critical. A pleasant voice and a good attitude should be what the customer hears over the phone. It
does not matter how uncooperative or rude a customer may be, the person taking the call should remain calm, allow the
customer to vent, and offer solutions to the problem at hand.
Are my office procedures conducive to customer satisfaction?
Take a look at the flow of your daily processes. Make sure that all service tickets are accounted for and that customers
who are waiting for parts are kept informed about the availability of the parts. A major cause for dissatisfaction is a lack
of communication between the office and the customer. Parts should be ordered on a daily basis to lessen the turnaround time of service calls.
Are my technicians properly dressed and groomed?
A professional service organization provides its technicians with uniforms. These garments should be clean and should
fit the technician properly. First impressions can make all the difference and proper attire is the first thing a customer
sees when the tech arrives at the home. Along these same lines, all techs should have proper shoes and shoe covers,
soft tools bags or pouches, protective mats, and any item that demonstrates the tech’s concern for the customer’s property.
Do my technicians keep up their product knowledge?
Online training, classroom sessions, technical support, and service manuals are available to help technicians with their
daily job performance. All techs should be aware of how to access this information and should take advantage of any
opportunity to enhance their knowledge.
These are just a few of the questions you should ask yourself on a regular basis. Positive answers to these questions
will help ensure that your business is successful and your customers are happy with their service experiences.
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Volume 5, Issue 7 Home Appliances Newsletter
Samsung Tech Talk
Troubleshooting Cook Top Dual and Triple Surface Heating
Element Problems
Paul Pieri
Trainer—RTSC
When the surface heating elements are not operating properly, try to determine if the surface element, regulator, or main
PCB is the cause of the problem. You can do this in most cases without having to remove the cook top to get to the heaters.
The technical data and illustrations below are taken from the FTQ387 and the FE710 Flex-Duo range, but apply to any
range with dual and/or triple function surface heaters.
Dual Surface Heater
The dual regulator can control the center element only or the center and outer elements together.
Triple Surface Heater
The triple regulator can control the center only, center and middle only, or center, middle, and outer elements.
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Volume 5, Issue 7 Home Appliances Newsletter
Samsung Tech Talk
Troubleshooting Cook Top Dual and Triple Surface Heating
Element Problems
continued
Dual Surface Heating Element Regulator and Circuit
The terminal connections on the wiring diagram refer to the regulator terminals. The center and outer elements can be
measured independently of each other. Also check the internal TCO of the regulator.
 Center Element: Terminal 2 to 4 = 45 ~ 55Ω
 Outer Element: Terminal 2 to 4A = 40 ~ 50Ω
Triple Surface Heating Element Regulator and Circuit
The triple heating element and regulator are similar to the dual. Each element is measured independently.
 Center Element: 2 to 4 = 45 ~ 55Ω
 Middle Element: 2 to 4 Top = 65 ~ 75Ω (switch must be set to the full position
 Outer Element: 2 to 4a = 45 ~ 55Ω
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)
Volume 5, Issue 7 Home Appliances Newsletter
Samsung Tech Talk
Troubleshooting Cook Top Dual and Triple Surface Heating
Element Problems
continued
You can measure all heating elements for resistance from the regulators first without disassembling the cook top. If
these measurements show any discrepancies, then you'll need to dissemble the cook top to test the suspected surface
element.
Using the wiring diagram, you can also check the regulator switches for continuity.
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 6
Volume 5, Issue 7 Home Appliances Newsletter
Samsung Tech Talk
Efficient Dryer Troubleshooting
Jim Swift, HA Product Senior Manager
Steve Polzin, Technical Instructor, Appliance Tech Support Specialist
When you encounter a no heat condition on an electric dryer, the fastest troubleshooting method uses the process of
elimination.
Step 1 - Confirm the AC supply voltage is correct. Check
across L1 and L2 on the terminal block. If 220 VAC is not
present, the problem is with the house power supply and
the customer will need an electrician to resolve the issue.
Step 2 - Verify the motor is working properly. Start the
unit and listen for motor sounds and drum rotation.
Step 3 – Verify the voltage is being supplied to the heater
circuitry. Start accessing the main PCB located under the
top panel and to the left of the drum. With the dryer running in a heat setting, take a voltage measurement
across the heater relay between Bu and Blk. If your
measurement is 0 VAC, then the heater relay is closing
and the problem is elsewhere in the heater circuit. If 220
VAC is present across the relay, the relay is open and the
problem is with either the main PCB or the thermistor.
Dryer Supply Voltage
To determine which one is defective, simply identify the
low voltage connector with the blue and red thermistor
leads, unplug it, and then take a resistance measurement. At room temperature, the thermistor should measure approximately 10K. Using the chart provided to the
right, and also found in the fast track manual, evaluate
the thermistor reading. Low resistance would send a signal to the micro processor falsely indicating that high temperature was present, preventing the dryer from heating.
If the thermistor is within an acceptable range based
upon your conversion, replace the main PCB to complete
the repair. If your measurement across the heater relay is
0 VAC, then the problem is elsewhere in the heater circuit.
Sensor Circuitry
Step 4: Testing the safety circuits - Further disassembly
will be required to carry out your diagnostics testing. Unplug the unit from the power source, and then remove the console, front panel, and front bulkhead assembly. Next, remove the belt and drum assembly as needed to access the
burner assembly. Once you have located the burner assembly, check the TH2 Hi Limit and the TH3 Safety thermostats.
Both should be closed and the heating element should measure approximately 10 ohms.
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Volume 5, Issue 7 Home Appliances Newsletter
Samsung Tech Talk
Efficient Dryer Troubleshooting
continued
The TH2 High Limit thermostat opens when temperatures inside the heater box reach 260°F and
turns the heater off. It automatically resets when
the temperature drops below 170°F, turning the
heater back on. This is normal operation as it
prevents overheating when air movement is reduced from large loads, a dirty lint filter, or a long
vent.
The TH3 thermostat is a safety thermostat or
thermal fuse that will open if the heater box
reaches 320°F and will not reset. If you find TH3
open, always replace the TH2 cycling thermostat
as well as it has probably been damaged from
overheating. Additionally, make a thorough inspection of the external vent looking for any type
of airflow restriction. A venting issue probably
caused the heater to burn hotter because of reduced air flow. Poor venting also causes long,
inefficient drying times and can lead to premature
failure of all three of the heater assembly components.
Step 5 - If the problem has not yet been identified,
the last remaining item in the circuit is the centrifugal switch located on the motor. Use extreme caution as the motor needs to be running to check the
switch properly. You will need to bypass the door
switch and the belt switch before restoring power
to the unit. With a heat setting selected, start the
unit and measure across the centrifugal switch by
placing your meter leads on the two red wires. If
the switch is open, you will read 220 VAC indicating a bad motor.
The information in this article applies to every electric dryer Samsung makes.
Next month: A quick, accurate diagnostic procedure for Samsung gas dryer models.
Page 8
Safety Circuitry
Centrifugal Switch Circuit
Volume 5, Issue 7 Home Appliances Newsletter
Samsung Tech Talk
New Steps added to Dryer Pulley Replacement Bulletin
Nicholas Webert
Regional Technical Trainer
Samsung has added new steps to Bulletin ASC20100624001 (Bulletin Date: September 20, 2010) which explains how to
install a new motor pulley if a dryer belt has fallen off the factory installed motor pulley.
In addition to installing a new motor pulley, you now also need to align the idler pulley and motor pulley. Below are two
pictures. The picture on the left shows an incorrect alignment of the idler and motor pulleys. The picture on the right
shows a correct alignment. The arrows indicate how the pulleys should be aligned. Please review Bulletin ASC20100624
and perform the additional steps with all pulley replacements.
Pulley out of Position
The idler pulley Is not in alignment with the motor
pulley. This example is exaggerated, but be aware
that in all cases, you will need to align the two pulleys when you replace the motor pulley.
Pulley in Position
The idler pulley is in direct alignment with
the motor pulley.
Note: To prevent the dryer belt from sliding off the pulley, the pulley has been re-designed. The O.D has been changed
from 22mm to 27mm.
Old Motor Pulley O.D.
Page 9
New Motor Pulley O.D.
Volume 5, Issue 7 Home Appliances Newsletter
Samsung Tech Talk
HE Detergent and Front Loading Washers
Louis Picchione
Assistant Manager—HA
Since the introduction of the front-loading washing machine into the North American market, their sales have
literally exploded, driven primarily by the money they
can save.
The claims about their efficiency are true. When operated properly, a front loading washing machine can
save energy, water, and money. Plus they do a good
job of washing your clothes.
But, if you are using the wrong detergent or too much
of the right detergent, your expectation of savings can
quickly disappear.
All front-loading washing machine need a special detergent. It's called HE (High Efficiency) detergent. If you
do not use HE detergent in your washer, the unit will
not clean properly. Using regular detergent may even
cause mechanical problems in your front loader.
HE detergent is a type of non-sudsing detergent. In
fact, while operating, the machine almost appears not
to have any detergent inside.
Unfortunately, consumers have become so used to
seeing suds in their old washing machines that they
mistakenly relate the presence of suds to proper operation. Nothing could be farther from the truth.
An old fashioned top loader washes your clothes by
constantly tumbling them through a full tub of water.
The new energy efficient front loaders work differently.
In the front loading washer, your clothes are picked up
by lifters inside the drum, lifted to the top of the drum,
and then dropped into water lying at the bottom of the
drum. The process of being dropped and hitting the
water dislodges the dirt from the clothing fibers. Later,
the drum stops turning, the water flows out the bottom
of the drum via the drain pump and takes both water
and dirt out to the household drain. Finally, the drum
spins at very high speed to remove the final amounts of
water, dirt, and detergent from the clothes. This frontloading process of cleaning your clothes is both simple
Page 10
and dependable. But, this simple method stops working
if there is too much suds being produced by your laundry detergent.
If you are using regular detergent in your front loader,
excess suds will be produced by the interaction of the
detergent and tumbling water. The unwanted suds will
accumulate at the bottom of the washer drum where it
will lie on top of the water. These suds will act as a big
fluffy cushion. This cushion hinders clothes from reaching the water. As your clothes fall from the top of the
drum to the bottom, they will hit the suds cushion rather
than the water. The result is a very poor wash.
Even owners of front loaders who are using the correct
detergent can misunderstand how to use it properly.
Not seeing any suds, they think they require more detergent. They keep increasing the amount used per
load until suds finally appear. This can be a costly mistake that again results in a poor wash.
Using too much detergent is as bad as using the wrong
detergent. Extreme amounts of detergent can produce
symptoms such as leaking, vibration, noisy operation,
and poor spinning.
If you have been using the wrong detergent (or the
proper type incorrectly) in your front loading washer, try
the following suggestions. Run the machine through a
number of cycles using hot water. This should help expel the old detergent. It usually takes 3 or 4 cycles to
wash away the old detergent accumulated inside the
machine. You can also add a product that removes the
build-up of old detergent.
It is a good idea to use a cleaner in your front loader
every few months. It is an inexpensive form of regular
maintenance. It is also important to clean the detergent
dispenser drawer to remove any residue from the compartments.
If your washer is not working as well as anticipated,
look to your laundry detergent. If it does not say HE on
the label -- switch immediately.
Volume 5, Issue 7 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.
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
July 26-28, 2011
City
Rancho Dominquez,
CA
Bensenville, IL
July 26-28, 2011
Austell, GA
ME/ASC Training
August 2-4, 2011
Little Ferry, NJ
ME/ASC Training
August 2-4, 2011
Rancho Dominquez,
CA
ME/ASC Training
August 23-25, 2011
Bensenville, IL
ME/ASC Training
August 23-25, 2011
Austell, GA
ME/ASC Training
July 5-7, 2011
Page 11
Comments
ME/ASC Training
ME/ASC Training
Volume 5, Issue 7 Home Appliances Newsletter
Samsung Tech Talk
2011 Home Appliance Training Now On-Line on Plus 1!
Jim Foster
Manager, Training /Publications
Samsung is pleased to announce that the 2011 Home Appliance On-line Training courses are now on Plus 1:
2011 Samsung Sealed System Repair Training
2011 Samsung Wi-Fi Refrigerator Training
2011 Samsung Refrigerator Troubleshooting Training
2011 Samsung Top Load Washer Training
2011 Samsung Laundry Troubleshooting Guide Training
Keep your skills up to date. All techs must complete and pass training annually to maintain certification. Plus 1 can be
accessed at:
https://my.plus1solutions.net/clientPortals/samsung/
GET CERTIFIED NOW!
Samsung Electronics America
85 Challenger Road
Ridgefield Park, NJ 07660
This information in this bulletin is published for informational purposes only and intended for use
Phone: 201-229-4251
ered by electricity. Any attempt to handle, service or repair the product or products by anyone other
only by personnel qualified for the specific tasks depicted. Qualified personnel are those who,
based on their training and experience, are capable of identifying risks and avoiding potential hazards when handling or servicing a product. Only qualified personnel should repair products powthan qualified personnel could result in serious injury or death. You agree that your use of and
reliance on this information is at your sole risk. This information is subject to change or update
without notice. There are no warranties, either expressed or implied, regarding the accuracy or
completeness of this information
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