May 2010 Samsung Electronics America Your source for service information Inside this issue: Refrigerator Temperature Display Conversion Field Service Re- Organizes RSE Structure News from the Zones 1 2 4 GSPN Updates 5 Dishwasher Symptoms: No Power Troubleshooting Sealed Systems in Refrigerators with TDM Valves How to File Claims for Parts Bought from GPCA or an Authorized Samsung Distributor 6 7 9 Refrigerator Temperature Display Conversion Paul Pieri Trainer RTSC The RFG299 model refrigerator with the LCD touch screen has a convertible temperature display. From the factory, this model displays degrees in Fahrenheit. However, you can easily convert the display to Celsius, and then back to Fahrenheit. To convert the display from Fahrenheit to Celsius, press the Ice Type and Water buttons simultaneously for 3 to 8 seconds. The display changes to degrees Celsius. To change the display back to Fahrenheit, press the Ice Type and Water buttons again for 3 to 8 seconds. Display showing temperature in Fahrenheit. WF328 Washer: Different Versions, Different Parts 11 2010 Home Appliance Training 13 Samsung s HA Shuffle 14 Ice Type Button Water Button Display showing temperature in Celsius.
Field Service Re-Organizes RSE Structure Jeff Brutman Assistant Publications Manager Samsung Field Service has re-organized the Regional Service Engineer structure into three zones: the East Zone, Central Zone, and West Zone. States have been relegated to the zones accordingly. A team of two experienced RSEs has been assigned to each zone. The teams are located in a Samsung office, with at least one RSE in the office at all times during business hours. The East Zone office is located in Ridgefield Park, the Central Zone office in Chicago (Bolingbrook), and the West Zone office in the Rancho Dominguez GPCA office. The RSE information for each zone is listed below East Zone Email Phone Al Kucinski (Lead) akucinski@sea.samsung.com 201-229-4444 Joe Ramos jramos@sea.samsung.com 201-229-4766 Central Zone Mark Rowland (Lead) markr@sea.samsung.com 630-879-1401 Bett Harvey bharvey@sea.samsung.com 815-407-1483 ext 25 West Zone Nelson Diaz (Lead) ndiaz@sea.samsung.com 310-900-5280 David Stiltz dstiltz@sea.samsung.com 310-900-5177 Bett Harvey will be relocating to the Chicago office in early May to work with Mark Rowland covering the Central Zone. We would also like to introduce David Stiltz who recently joined the Field Service Team and will be working with Nelson Diaz covering the West Zone. Our East Zone will be covered by our current RSE Joe Ramos, along with Al Kucinski, who we welcome back to the RSE team. Al has been supporting our Strategic Accounts over the past few years and has previous RSE experience at Samsung. A map of the new Zone structure with the location of the Zone offices and RSE information is on the next page. Page 2
Field Service Re-Organizes RSE Structure continued Page 3
News From The Zones RSE Agents All Zones Zone 1 Volume 4, Issue 5 Home Appliances Newsletter Buford: We had a little of the white stuff. The Best Service Available When a consumer contacts Samsung with a service problem, we want to make sure they get the best service available even when the product is out of warranty. We refer these out of warranty service requests to our network of Authorized Service Centers, Field Engineers, and Master Engineers with the expectation that the consumer will receive the high quality service experience they expect and deserve. At Samsung, we track the progress of every service ticket in and out of warranty. That s why it is so important that you update out of warranty tickets just like in warranty tickets. We need to know what you know. This allows Samsung to assist or intervene if there is delay caused by technical issues, parts availability, or if the consumer needs some additional considerations. Communication throughout the process helps ensure our mutual goal of a truly satisfied customer. A satisfied customer generates positive word of mouth advertising and return business for YOU and Samsung. That s good! Decatur: What a difference 2 days make Keep everyone in the loop update all your tickets. If you need assistance, contact Field Service Support at 888-341-2561 or your RSE. Cooperation and communication are key to providing the Samsung customer with the Best Service Available. Zone 3 The Training Bus Visits Zone 3 The training bus has been through the zone. It made stops in Gastonia, Greenville, Buford, Decatur, Macon and Tifton. Here are some pictures from the Buford and Decatur training. Page 4
News From the Zones Continued Here are the technicians listening attentively to the trainer Rich Robbins: 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. http://service.samsungportal.com HA Service Bulletins uploaded to GSPN April, 2010 Bulletin Number Subject Applicable Models ASC20100407001 Changing the capacity of the Cap drawer. (Liquid detergent drawer) WF448, WF407, WF409, WF419 If you missed the training, make sure your e-mail address is updated in GSPN as we send the invites out via webmail. Here are some of the points covered in the training: Make sure to have the customer sign on the ticket next to any irregularities you have noted before you start. These include scratches, dents, even missing anti-tip devices or nongrounded plugs. Have them initial next to the wording, and then you initial next to their initial so that it shows up on every copy of the service order. Always place tools on a protective surface and offer to wear booties at every stop. Leave the work area cleaner than you found it. Always let the customer know that you wiped off the appliance after you were done. If you do not accept a service order within 2 days, the system will move it to another servicer. 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. Please Send Us Your Comments! Something you d like to see in the Newsletter? If there is a topic/issue we haven t covered that you d like to see, LET US KNOW! Please send your comments to: training@sea.samsung.com Page 5
Dishwasher Symptoms: No Power Tony Ippolito Manager HA Technical Support To test, and then repair a dishwasher that has no power, follow these steps: 1. Remove the screws to access the Main PCB. 2. Check the voltage at CN01/CN101 (black and white) wire. The voltage should be 120VAC. If you find 54 to 60 VAC, the line voltage is too low and the main fuse is open. 3. Turn off the hot water valve, and then disconnect the water line, drain hose, and main power. 4. Remove the dishwasher from the cabinet. 5. Remove the two screws and the metal cover on the right side of the dishwasher. 6. Locate the fuse holder, and then check the continuity of the fuse. 7. If the fuse or the fuse holder is damaged, replace the wire harness and the Main PCB. Refer to the chart below for the correct part numbers. Page 6
Troubleshooting Sealed System Problems of Refrigerators with TDM Valves Steve Polzin and Jim Swift Appliance Tech Support Specialist and HA Product Manager In the old days, it was a lot easier to determine the condition of a sealed system. Older units used much more refrigerant than current models. As a result, you could easily use a frost pattern to determine if a sealed system was clear or restricted. In contrast, current model refrigerators use adaptive defrost circuits, high speed compressors, and approximately 1/3 the amount of refrigerant. While this provides a faster, more efficient rate of heat transfer and more effective cooling, it makes the use of frost patterns a hit or miss proposition at best. This is especially true because you introduce heat into the system when you remove the evaporator covers for visual inspections. A better and reliable method to determine if refrigerant is flowing through either the refrigerator or freezer evaporators is to measure the DC voltage from the defrost sensors at the Main PCB. There are a couple of things you can do to force the action so to speak. If only one compartment appears not to be cooling, select the Power Freeze/Cool option for that compartment and raise the setting of the other to its warmest setting. Selecting the Power Freeze/Cool mode forces the compressor evaporator fan to run for approximately 90 minutes, regardless of the temperature in the compartment. A few minutes after selecting Power Freeze/Cool, you can measure the temperature of the evaporator to determine refrigerant flow by monitoring the defrost sensors. Using the illustrations above for our example, to check the defrost sensors, you would locate the grey wire on the CN76 connector to use as your common GND while checking the DC voltage on the refrigerator and freezer defrost sensors. Next, you would locate the CN30 connector and with your meter set to DC volts, place one meter lead on the orange wire at CN30 and the other on the gray wire CN76 to measure the voltage level of the sensor. Since this is on the freezer side, the sensor should read 3.5 to 4.0 Volts. On the fridge side, the sensor should read 2.6 to 2.8 volts. If the temperature of the evaporators indicates you have refrigerant flow, your next step would be to check the cooling fan operation of the compartment in question. You can do this easily by checking the DC voltage on CN76. Page 7
1. Letter E: Econocold 2. Letter C: VRT+ 3. Letter D: 5.0 cu ft 4. Letter B: Power Foam 5. Letter A: Pure Cycle Volume 4, Issue 5 Home Appliances Newsletter Troubleshooting Sealed Systems in Refrigerators with TDM Valves Continued Because you are making these measurements from the Main PCB located on the back of the refrigerator, you can visually confirm condenser fan operation. Checking the condenser fan first provides a reference point you can use to verify the measurements you are making for the compartment cooling fans. Referring to the diagram and example to the right, notice the Vcc terminals are used to measure DCV outputs, which should be between 7 and 12 DCV, and the FG terminals are used to monitor return DCV voltages, which should range between 2.2 and 2.6 DCV. Example: Use the condenser fan for reference because you can verify its operation and use it as a comparison to confirm the compartment s fan operation. Check for 7 to 12 vdc between GRY and S/BLU. If present, verify return voltage of 2.2 to 2.6 vdc between GRY and BLU. When present indicates fan is running. If the evaporators have refrigerant flowing through them and the cooling fans are running, the next logical step in the diagnostic process would be a visual inspection. Look for a possible defrosting problem, restricted air flow, or an inadequate frost pattern. When working with units using the TDM (stepper valve,) the refrigerant flow will vary as it is metered between compartments depending on demand. Using an infra red thermometer will help you determine if you have a low charge, suspected restriction, or control (MAIN PCB) issue. If the evaporator temperature is significantly below ambient temperature, refrigerant is flowing, and you can eliminate a restriction as the cause of the problem. Consider a possible low charge situation instead. If the evaporator is at or near ambient temperature, you should suspect a restriction, a problem with the TDM, or a problem with the Main PCB. Samsung Electronics America 105 Challenger Road Ridgefield Park, NJ 07660 Phone: 201-229-4251 The information in this newsletter 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 8
How To file Claims For Parts Bought from GPCA or an Authorized Samsung Distributor Jet Nyamwange Warranty Department Filling claims for parts bought from GPCA: What part should be listed on your warranty claim? If you order a part and it is not in stock, GPCA ships a substitute part. If you receive a substitute part, you must claim that part and not the part you had requested. The substitute part may have a different cost than the original part you ordered. You must check your invoice number to confirm the part shipped to you. See the screen capture below to see how to differentiate between the part ordered and part shipped ***Notice how the part ordered does not show any quantity, whereas the part received shows a quantity of 1. This is how you can tell which part was received.*** Key Points to Remember: Locate your Invoice to confirm which part was shipped to you. Page 9
How To file Claims For Parts Bought from GPCA or an Authorized Samsung Distributor continued Bill the part number that was shipped, not the one that you ordered Do not list the part you ordered instead of the part that was shipped to you. This will cause short pay on your parts account. Filing claims for parts purchased from Authorized Samsung Distributor: Home Appliance ASCs ONLY: Marcone AP Wagner When you submit the claim, you will see Error Code PC002. This occurs because the distributor part is not recognized by the Samsung inventory system and must be manually added to your parts account. You MUST provide the following under Remarks on the Warranty Claim: Distributor Name Distributor Invoice Number Without this required Information, your claim will remain in ASC to Review / Pending your update. NOTE: Directions for Home Appliance billing claims with Distributor Invoice Numbers was outlined in January 2010 Tech Talk Newsletter NOTE: Parts from AP Wagner and Marcone are credited at SEA prices ONLY. It s the ASC s responsibility to audit their Warranty Credited Parts and contact AP Wagner or Marcone for the difference in Parts Credit If any. Page 10
WF328 Washer: Different Versions, Different Parts Louis Picchione Assistant Manager HA There are two different versions of the WF328 washing machine, version 00 and 01. Version 01 was produced after May 2009. The 8th and 9th digits of the serial number, indicating the production date, are S5 or higher. Here is an example: W01F54AS504432K. The changes to the 01 version are as follows: The drain Pump is located in the front. It has a new DD motor. It has a new Main PCB. When ordering parts for this unit, the model version number is very important. Parts for the two versions are not interchangeable. Version 00 parts will not fit the 01 version model. One way to determine the correct version besides looking at the model number, is to see where the drain pump is located. If the drain pump is in the rear as illustrated in figure #1, the version number is 00. If the drain pump is located in the front of the unit as illustrated in figure #2 (outlined in red), the version number is 01. Another way to determine the correct version is to look at the motor. If the motor is a Nut type as illustrated in figure #3, the version number is 00. If the motor is an Assembly Bolt type as illustrated in figure #4, the version number is 01. Nut Type Assembly Bolt Type Page 11
WF328 Washer: Different Versions, Different Parts Continued Also, note that the Main PCBs look the same, but the software for version 01 is different from the software for version 00. If you order a Main PCB for the WF328, you must order the correct version. A version 01 board will not work in a version 00 washer, and vice versa. Software version: F239 Software version: F9703 To ensure you order the right parts in GSPN, check the version number in the Version column, and then select the correct Exploded View. Note: Version 02 of the WF328 is also available in some markets. Version 02 is not listed on GSPN. If the washer model tag reads Version 02, order the Version 01 parts. Page 12
2010 Home Appliance Training Samsung Training Tour 2010 Coming to a city near you! Samsung has introduced a new concept in training and service: A mobile training facility. The mobile training facility is currently touring in the southeast region and will continue to travel around the country providing hands-on training on new products, and troubleshooting and repair procedures. Local authorized service centers will receive an invitation by email automatically. Please keep your ASC profile up to date so you can receive the most up to date training details. Be advised that we invite all ASCs within a 50 mile zip code radius of the training location. You may be invited to more than one training city. You can reserve your seat in training by emailing training@sea.samsung.com. You can always obtain the most up to date training list by sending an email to training@sea.samsung.com. Date City Comments May 4, 2010 Memphis, TN Training Bus May 6, 2010 North Little Rock, Training Bus AR May 11, 2010 Sulphur Springs, TX Training Bus May 12, 2010 Texarkana, TX Training Bus May 18, 2010 Dallas, TX Training Bus May 19, 2010 Waco, TX Training Bus May 20, 2010 Austin, TX Training Bus Additionally, Home Appliance training is available on-demand 24/7 at https://my.plus1solutions.net/clientportals/ samsung/ Page 13
SAMSUN G S Valentine s Da y Search Samsu ng El ect ronics Am eric a Samsung Electronics America SAMSUNG S HA Shuffle Directions: First unscramble the words in the Answer Bank. Once you have all the words unscrambled, correctly match them to the descriptions below. Answer Bank CLYCE URPE B. AOFM WOEPR C. TV+R D. 0U5TCF. E. NOECCLOOD Unscrambled Words A. B. C. D. E. 1. The wash cycle that uses all cold water to ensure maximum energy conservation. 2. A technology that maximizes the amount of vibration reduction on 2010 products. 3. The biggest tub size for 2010 washers. 4. A feature used to penetrate clothes to ensure a better clean. 5. A feature used to rid the drum of existing bacteria and soap residue. Answers are on page 8. Page 14