Volume 5, Issue 10 Consumer Electronics October 2011

Samsung Electronics America

Samsung Tech Talk

Your source for service information

Inside this issue:

The TV Servicer

Procedures Training

Videos

1

Check the Wi-Fi

Module—Fast

2

First Time Fixes: A

Plan to Succeed

3

GSPN Updates 4

TV Connection Panels: Part 2

5

Prevent Redo’s.

Seat the Driver

Board Correctly

6

2011 RTC TV Training

8

Samsung TV Training at NESDA - Ohio

9

The TV Servicer Procedures Training Videos

Nicholas Webert

Assistant Manager, Regional Trainer

Samsung’s new and highly recommended 2011 TV Servicer Procedures training videos are now available on Plus 1. The videos contain valuable training information including preparation and triage, tools and equipment, servicing procedure, and customer education encapsulated in a simulated 2011 plasma TV repair. After viewing the videos, don’t forget to take the related certification exam.

To access the videos, follow these steps:

1. Log into Plus 1 http://my.plus1solutions.net/clientportals/samsung/ using your Plus 1 ID or email address and your password.

2. Click Training on the left side of the screen.

3. Click the Electronics option that appears.

4. Click the On Demand hot spot that appears below Electronics.

5. Scroll down to the bottom of the On Demand Video list, and then click “2011 Service

Procedures”.

6. Watch the 5 videos.

For help accessing the videos, see the illustration below:

Check the Wi-Fi Module — Fast

Nicholas Webert

Assistant Manager, Regional Trainer

Samsung has many new Plasma and LED televisions with built in Wi-Fi modules. These modules make it easy for customers to access applications, movies, and games on line, all through Samsung’s new SmartHub interface. But with new technology, comes new problems.

Luckily, there is an easy way to verify that a Wi-Fi module is working. Built in Wi-Fi module televisions are, by default, preset to connect to customers’ networks wirelessly. If the Wi-Fi module is eliminated from a unit, the second default setting is “wired”. These defaults let you to run a couple of quick checks to determine if a Wi-Fi module is working.

To verify a Wi-Fi module is working and capable of connecting to a network, follow these steps:

1. Verify the operation of the Wi-Fi module by viewing the Network Status screen. The IP address should appear if the Wi-Fi setup is correct and the wireless router is operational.

2. If there is no IP Address, go to the Network

Settings screen and verify that the default connection method is Wireless. If the default is Wireless, the Wi-Fi module should be OK.

3. Remove the connector on the Wi-Fi module.

Then, go to the Network Settings screen again and verify that the default is now Wired.

4. Reconnect the connector. Return to the Network Settings screen and verify that the default is once again Wireless. If this is true, the

Wi-Fi module is OK.

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:

[email protected]

Page 2

First Time Fixes: A Plan to Succeed

Wes Sirois

Assistant Manager, Triage Lead

When it comes to 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.

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.

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.

Since most of these folks do not have a technical background, the service manager or technicians 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.

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.

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.

Page 3

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

CE Service Bulletins uploaded to GSPN in September, 2011:

Bulletin Number Subject Applicable Models

ASC20110927001 Intermittent distorted image.

LN32D468E1HXZA;

LN37D568F9HXZA;

LN40D568F9HXZA

To access service bulletins on GSPN, first visit http://service.samsungportal.com

. Login using your User ID and Pass-

word. 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.

Page 4

TV Connection Panels: Part 2

Jeff Brutman

Senior Staff, Publications

As we stated in last month’s issue, the connection panels on present day TVs can be very confusing to unsophisticated customers, sometimes causing them to misconnect one or more external devices. In turn, misconnected Blu-ray players, home theaters, set-top-boxes, and the like can sometimes mimic serious problems with the TV.

In this issue, we’ll discuss the two most common analog connections methods, Component and Composite (A/V).

Component Connections

The Component connection method is the most complex and consequently most confusing method of connecting a TV to a Blu-ray player, home theater, or other device. The Component method requires five cables - three video cables and two audio cables - for a proper connection.

Why so many cables? This is a consequence of how a Component video signal is recorded and transmitted. To increase the quality of the signal, a Component video signal is divided into three parts:

 The Luma or Y component which carries the brightness (luminance) and synchronization information.

 The P

B

component which carries the difference between the blue signal and the Luma.

 The P

R

component which carries the difference between the red signal and the Luma.

The green signal is derived by electronics in the TV from the blue, red, and luminance information carried by the other three components. As the Y, P

B

, and P

R

components carry no audio signal, separate left and right audio cables are required to transmit the audio portion.

To work properly, Component video cables must be connected to the correct jacks on both the external device and the TV. That is, the Y cable must be connected to the Y jacks, the

P

B

cable to the P

B

jacks, and the P

R cable to the P

R

jacks. Typically, the jacks are both labeled (Y, P

B

, and P

R

) and color coded, green for Y, blue for P

B

, and red for P

R

. The cables are color coded in the same fashion. Match and then connect the color coded video jacks and cables, attach the associated audio cables, and you’ll make the connections correctly.

Composite Connections

In contrast, a Composite connection requires just three cables, one video cable and two audio.

A Composite connection only needs a single video cable because Composite video combines, in a one signal, all the video information needed to create a color video picture. Separate left and right audio cables are needed because a Component signal carries no audio.

Composite video jacks are typically yellow, and are usually labeled Video or A/V. To connect correctly, attach the yellow Composite out jack on the external device to the yellow Composite in jack on the TV. Then, connect the associated audio cables.

Next month, the rest of the panel: USB, digital audio, PC, and more.

Page 5

Prevent Redo's. Seat the Driver Board Correctly.

Jorge Tavora

Product Support Manager/Tech Support Hotline/NAHQ Triage

Models: 46" / 55" 7000/8000 series

Symptom: Screen displays black shadows.

Cause: The LED Driver (Pinpoint Dimming control) board was not properly connecting to the Power Supply.

Left: The LED driver board

Truck Roll/Redo Reduction Tips

Scenario 1

The tech replaced the Power Supply for a no power issue and a few hours or days later, the customer has “Black Shadows”. See the pictures below and on the next page.

Cause: The tech didn’t seat the Driver Board all the way in. The tech’s first inkling may be to go back with a panel to solve this problem (REDO). But before that happens, the tech should ask customer to send pictures. If the pictures look like the pictures below or on the next page, the tech should reseat the LED Driver board only.

Page 6

Left side black shadow Bottom has a black shadow

Prevent Redo's. Seat the Driver Board Correctly.

continued

Lower right and left side has a black shadow Lower right and left side has a black shadow

Scenario 2

The LED Driver board comes mounted on the Power Supply so there is a possibility that it could come loose during shipping, creating the impression that you received a defective power supply. To avoid a second truck roll after you install a

Power Supply, check the Driver board and reseat it .

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 7

2011 RTC TV Training

Samsung 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 [email protected].

You can always obtain the most up to date training schedule by sending an email to [email protected]

.

Additionally, TV training is available on-demand 24/7 at https://my.plus1solutions.net/clientPortals/samsung/

Training Schedule:

Date

October 11-13, 2011

October 11-13, 2011

City

Bensenville, IL

Austell, GA

Comments

FE/ASC Training

FE/ASC Training

October 18-20, 2011 Little Ferry, NJ FE/ASC Training

October 18-20, 2011

November 8-10, 2011

November 8-10, 2011

November 15-17, 2011

November 15-17, 2011

Rancho Dominquez,

CA

Bensenville, IL

Austell, GA

Little Ferry, NJ

Rancho Dominquez,

CA

FE/ASC Training

FE/ASC Training

FE/ASC Training

FE/ASC Training

FE/ASC Training

Page 8

Samsung TV Training at NESDA - Ohio

Charles Russo

Assistant Manager, Technical Training

Samsung Electronics provided 2011 TV Training at the NESDA-Ohio Convention, held at the Clarion Hotel, in Hudson,

Ohio, on September 15th.

Fifty seven techs from Samsung ASCs and other Independent service centers attended the 4 hour session, complete with hands-on troubleshooting demonstrations. Most attendees were from the Ohio/PA area, however, some were also from Canada, Louisiana, Florida, Wisconsin, and Maryland. There was even a tech from the Bahamas. The session was actually scheduled for 3 hours, but, because of the enthusiasm of the techs and their request to keep going, it ran 4.

The TV Training included network and 3D operation and troubleshooting on 2011 LCD, LED, and Plasma, with an emphasis on Plasma explanation and troubleshooting. The unique set up for this Convention allowed all techs to attend the training of their choice, with each manufacturer scheduled without overlapping times.

All were appreciative of our training support and time. It was great sharing and spending time in both the training and hospitality suite with everyone.

Techs attending the training . Tim Murtz, Excel TV (Samsung ASC), inspects a PN59D8000

Page 9

NESDA-OHIO, Clarion Hotel, Hudson, Ohio Chuck Russo receives appreciation certificate