August 2011 Samsung Electronics America Your source for service information Inside this issue: 2011 Home Appliance Training Now On Line on Plus 1! 1 2011 Home Appliance Training Now On-Line on Plus 1 Jim Foster Manager, Training /Publications GSPN Updates 2 Refrigerator Sealed System Repair Tips New Error Code for the FE710DRS Flex Range Venting Options for Over the Range Microwave Ovens Lifting Front Load Washer Tubs for Repair Troubleshooting a No-Heat Condition on a Gas Dryer Wi-Fi refrigerator Service Bulletin Q and A 2011 RTC Home Appliance Training Master Engineer Refrigerator Repair Success Story 3 5 7 8 9 12 14 15 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!
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 July, 2011: Bulletin Number Subject Applicable Models ASC20110711001 Clock mode time display format. FE710DRS/XAA ASC20110715001 Incorrect control panel software causes incorrect temperature display, ice type select failure, and the dispenser lamp not to illuminate. RF4289HARS/XAA, RSG309/AARS/XXA 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 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 2
Refrigerator Sealed System Repair Tips Wes Sirois Assistant Manager, Triage Lead One of the most challenging repairs facing appliance technicians is repairing a refrigeration sealed system. Replacing a compressor or repairing a refrigerant leak or restriction requires you to be proficient in a number of diagnostic and mechanical skills, and requires that you have a good working knowledge of the functions of the components within the sealed system. Note that the improper functioning of a repaired sealed system is one of the most frequent known causes of REDO. Presented here are a few tips to help you effectively diagnose and repair a sealed system. Diagnostic Information: The main component of the sealed system is the compressor, so if a problem with the system is suspected, always make sure that the compressor is operating. Samsung refrigerators feature diagnostic routines that you can initiate to determine if the compressor runs. The likelihood of an inefficient compressor is very small, so if the compressor can run, it is most likely not the cause of the problem. If the compressor does not run, the starting components may be the problem, or the compressor windings themselves may be open or shorted. Always consult the Fast Track Manual for the refrigerator you are working on to determine which component has failed. With the compressor running, check the frost pattern on the evaporators. A partial frost pattern (one that does not cover all of the evaporator tubing), can indicate a low charge, usually caused by a leak or a previous, unsuccessful repair. If a thin layer of hard frost covers the entire evaporator, a sealed system repair is not necessary. Preparing the Work Area: Once a sealed system problem has been identified, you should follow a few steps before making the repair. Since a torch will be used, some form of flame retardant material should be put down to protect the customer s floor. Gloves and safety glasses are a must when brazing. Be sure to tie down the acetylene tank to prevent tip-over and possible explosion. Have a wet cloth handy to cool down the brazed joints. Taking a few extra minutes to work safely can prevent injuries as well as damage to the customer s property. Repairing the Sealed System: Be sure to remove refrigerant properly from the sealed system before attempting any repairs. When preparing joints for brazing, always use plumbers sanding cloth to clean the tubing. Taking the time to clean all the tubing will make it less likely that you will need to re-braze a joint that leaks. Be sure to use the proper type of silver solder when brazing. Brazing rods made from 15% silver should be used on all copper to copper joints, while 45% silver solder should be used for copper to steel joints. Silver solder flux is recommended for all joints, as it helps you determine when to apply the brazing material to the hot joint. As the joint is heated, flux will change to a hard white film and then become clear. This is the time to apply the solder to the joint. Be sure to use the wet rag to cool down the joints after brazing and to top clean off any remaining flux. If flux is allowed to remain on the tubing, it can cause the tubing to corrode. Remember to always replace the filter-dryer any time you enter a sealed system. Care should be taken not to block the capillary tube when inserting it into the dryer. Final Steps: Once brazing is complete, use a vacuum pump to evacuate the system. Be sure that the system will hold a vacuum for Page 3
Refrigerator Sealed System Repair Tips continued at least five to ten minutes after evacuation. If the system will not hold a vacuum, one or more of the joints may need to be re-brazed. After final evacuation, charge the system with the charge listed on the unit, reconnect the compressor starting components, and then make sure that the compressor runs and that the condenser starts to feel hot to the touch. Monitor pressures using a set of manifold gauges. If all is well, reattach the back cover and return the appliance to its proper place. Obviously this has been just a quick look at the process of repairing a sealed system. More detailed information, as well as sealed system videos, are available on GSPN as well as on the Plus-One website. As with any acquired skill, practice makes perfect when it comes to brazing and repairing sealed systems. Please Send Us Your Comments! Something you d like to see in the 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 4
New Error Code for the FE710DRS Flex Range Paul Pieri Trainer RTSC All Samsung electric ranges with surface heating elements have the same error codes, but the FE710DRS range has a new and unique error code all its own. In the Flex-Duo range, the oven cavity can be split into two separate temperature controlled compartments by using the supplied flex partition. Flex Partition Flex Partition Indicator When you insert the partition into the oven, the partition activates a switch in the back of the oven cavity that will illuminate the flex partition indicator on the oven control console. Page 5
New Error Code for the FE710DRS Flex Range continued Flex Partition Switch Location The new error code - E-0C (flex partition position switch error) - will appear if the oven is operating in the normal full oven mode and you insert the partition. The error code will also appear if you remove the partition while the oven is operating in the flex or dual mode. Always remember to remove the partition from the oven before starting the self-clean mode. There is a handy storage area above the warming drawer for the partition when it s not in use. Partition Storage Warming drawer Page 6
Venting Options for Over the Range Microwave Ovens Kurt Schuster Product Specialist Because an OTR takes the place of a range hood, it comes with a lamp and a vent fan so it can provide the lamp and vent fan functions of the range hood it replaces. The controls on some microwaves even provide nightlight settings for the lamp and timers for the fan that can turn the fan off automatically after a period of time. The vent for the vent fan and the venting options, however, seem to cause problems for many customers, installers, and technicians. Samsung OTR microwave ovens are shipped with the vent fan set in the outside top exhaust position. There is also an outside back exhaust position for the fan and a recirculating position. Choose the wrong one during installation and you will not get any draw of air from your cooktop. If you ve selected one of the outside options, be sure to confirm the size and length of the duct work you ll be using for your vent. Samsung OTR microwave ovens will work with up to 140 equivalent feet of ductwork. Keep in mind that a duct-foot is one foot of either 6 round or 3¼ x10 rectangular duct. Duct elbows, transition adaptors, and caps all have equivalent length numbers that are added up to calculate the total equivalent feet between the microwave and the exhaust point. See the installation manual for details and the duct rating for the microwave model you are installing. If you are using the recirculate option, be sure to install the charcoal filter behind the grill on the top front of the microwave. This grill is removed by taking out two small screws, sliding the grill to the left slightly, and pulling forward. The slot for the charcoal filter is usually at the midpoint of the unit. Whichever venting option you choose, be sure to install the grease filters in their slots on the bottom of the microwave oven chassis. Once the vent fan is in the proper position for the venting scheme you selected, you can secure the microwave to the back wall and the cabinets above the unit, and plug the unit in for testing. Keep in mind that, although they may sound similar, there are actually two fans in the microwave oven: the vent fan and a small cooling fan that helps to keep air circulating through the microwave oven cavity. While the vent fan will also move some air through the oven cavity, its primary function is pulling air from the cooktop under the microwave oven. There are no user controls for the small cooling fan. It runs whenever something is being heated inside the microwave oven. In contrast, there can be as many as three buttons in the VENT fan section. These buttons let you turn the fan on and off, set its speed, and set the delay off function. While you can set the fan speed without turning it on, you must use the ON/OFF button to turn the fan ON and OFF. To set the delay off, turn the fan on, and then press the Delay OFF button from 1 to 5 times to select the delay. You can select a delay time between 1 and 30 minutes. When testing the fan, you might use a tissue or part of a paper towel to confirm the vent fan is drawing air from the cooktop. Finally, you may notice in the illustration provided, that the surface light section has two buttons: One button turns the lamp ON to its Hi or Lo setting, and OFF. The other button, the Timer button, lets you set the time the lamp will turn ON and OFF every day. Page 7
Lifting Front Load Washer Tubs for Repair Tony Perkins Regional Technical Trainer Two common problems techs have when servicing a front load washer is supporting the tub when replacing suspension parts or removing the tub or spin basket for repair. Here s a tip to make these tasks quicker and easier: Materials required: 1 in. x 3 ft. piece of round oak stock A small (12 inch) quick grip clamp You can get these from your local home improvement center. With the oak stock and grip clamp in hand, follow these steps: 1. Remove the top cover, center support, detergent dispenser, and any other components preventing free access to the top left and right side supports on the washer. 2. Place the oak rod across the top of the cabinet 3. Expand the quick grip to maximum position and insert the clamp top into the lift ring on the wash tub. 4. Place the other end of the clamp over the oak dowel rod. 5. Compress (squeeze) the grip until the clamp tightens and the wash tub begins to move upward. 6. Depending on the job, the tub can be lifted higher (Ex. Picture D. for spring replacement) or just held stationary for damper shock or wash tub removal/replacement. See the pictures below: A. B. D. C. Note: This is not pictured, but if you are removing the complete wash tub assembly, remove the concrete weights, DD rotor and stator assemblies, diaphragm, hoses, etc. and lighten the load before attempting to remove the tub. Page 8
Troubleshooting a No-Heat Condition on a Gas Dryer Steve Polzin, Technical Instructor, Appliance Tech Support Specialist The fastest way to an accurate diagnosis is to use the process of elimination and perform a few easy tests to narrow the potential cause. The first thing you should always do when troubleshooting a no-heat condition on a gas dryer is to start the unit using a timed dry, high heat temp selection. Listen carefully for burner ignition in the first 30 seconds of operation. If the gas burner comes on and goes back off within 10-20 seconds, remove the vent tubing from the back of the dryer and try again. If the gas burner continues to burn with vent removed, the problem is with the house vent and not the dryer. If the vent is plugged or too long, the flame does not get pulled through the burner tube. Instead, the flame burns, upwards opening the TH2 Hi-Limit thermostat resulting in a no-heat or low-heat condition. If the vent is eliminated as a cause, proceed to the next step. 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 heat circuit. Go to the next paragraph. If 120VAC is present across the relay, the relay is OPEN and the problem is with either the main PCB or the thermistor. To determine which one is defective, simply identify the low voltage connector with the blue and red thermistor leads, unplug it, and 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, thus preventing the dryer from heating. If this is the case, replace thermistor. If the thermistor is within an acceptable range, proceed by replacing 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 and further disassembly is required to carry out your diagnostics testing. Page 9
Troubleshooting a No-Heat Condition on a Gas Dryer continued Unplug the unit from the power source and remove the console, front panel, and front bulkhead assembly. Next, remove the belt and drum assembly as needed to access the burner assembly. Page 10 Once you have accessed the burner assembly, check the TH2 Hi limit located on the burner housing. The TH2 is a Hi limit cycling thermostat. If the temp in the burner housing reaches 230F, the thermostat opens. It will close when the temp drops below 170F. If the thermostat checks shorted, move to the next step and check the radiant sensor. The radiant sensor should measure short circuit at room temperature. The radiant sensor is in series with the igniter and provides a path of least resistance to neutral allowing the igniter to glow when the heat circuit is energized. The radiant sensor opens when the igniter gets red hot. When the radiant sensor opens, the igniter will no longer glow and the current flow is directed through the coil opening in the gas valve. When the gas valve opens, gas passes over the igniter which is still hot enough to ignite the gas. The heat from the flame continues to keep the radiant sensor open and current flowing through the coil. When the temperature setting is achieved and the heater relay on the main PCB opens, the heat cycles off and the radiant sensor cools and closes. When the dryer again calls for heat, the circuit is energized and the process starts over. If the igniter cycles on and off every few minutes without burner ignition, confirm 120VAC between the blue wire on the igniter and the white wire on the radiant sensor. (Use extreme caution as the motor needs to be running to complete this test.) If 120VAC is present, replace the valve assembly. If the Igniter does not glow, measure the resistance across the two white wires. If the igniter is open, replace it. If not, your next test will be to check the motor centrifugal switch. Use extreme caution as the motor needs to be running to complete the following test. With a heat setting selected, press the start button, and then measure across the centrifugal switch between the red and white wires. If the switch is open, you will read 120 VAC indicating a bad motor.
Troubleshooting a No-Heat Condition on a Gas Dryer continued The diagnostic process we just laid out does not require component level testing of the valve or the coils because they are replaced as an assembly, however it is important to know how to check the coils if needed. Unplug the connectors to test resistance of the coils between the following terminals: 1 and 2: the Holding Coil, 1350 Ω 1 and 3: the Booster Coil, 550 Ω 2 and 3: both coils in series, 1900 Ω 4 and 5: the Secondary Coil, 1300 Ω Remember, venting is very important for proper operation of gas dryers and should be the first thing you evaluate in your process of elimination. With the vent disconnected, exhaust temperature at the back of the dryer should measure approximately 160 degrees F. Look for next month s newsletter article when we will discuss everything you need to know about proper venting. Page 11
Wi-Fi Refrigerator Service Bulletin Q and A Nicholas Webert Regional Technical Trainer RF4289HARS/XAA and RSG309/AARS/XXA Display Screen Recently, Samsung released service bulletin ASC20110715001 explaining how to correct some specific failure symptoms on Wi-Fi refrigerators by upgrading the software from version 2.241- which causes the symptoms - to a higher version. Some questions and concerns have been raised about the service bulletin. Please review the following questions and answers to further your understanding of the bulletin and the units. 1. Do all units need this software upgrade? No. Units do not come with Version 2.241 installed. To have this version on their refrigerator, a customer must have had the refrigerator connected to their wireless network, and then upgraded to this version. 2. How can I tell if the unit has an active Wi-Fi connection? Look in the top left corner of the display. If the refrigerator has an active Wi-Fi connection, you will see a number of bars indicating the strength of the connection. If you see an X over the network emblem, the unit is not connected. See the picture below: Page 12
Wi-Fi Refrigerator Service Bulletin Q and A continued If there is an X was over the network bars and the customer has a wireless network and has had the unit connected to the network, enter the Settings menu, and then scroll down to Wi-Fi and make sure the ON button is highlighted. 3. If the customer does not have Wi-Fi, how can I update the unit? If the customer does not have Wi-Fi, the upgrade is not needed. Without a Wi-Fi network, the unit could not have the faulty software version. As mentioned above, the customer must have had the unit connected to their wireless network and performed a software upgrade to install the faulty software version. Note: In the future, if software upgrades are needed, you will be able to upgrade the refrigerators via an SD card install. 4. Is there a fast way to check the current software version installed on a unit? Yes. Press the Settings button in bottom right of the front display, and then scroll down to the SW update option. Touch SW update and the next screen will show you the currently installed version. 5. Is there any where I can obtain more info on the Wi-Fi display? Yes. Please visit the following link to the Plus 1 website. Here you can take short online classes that cover the application and usage of the display. http://my.plus1solutions.net/clientportals/samsung/ 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
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 City Comments 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 September 6-8, 2011 Little Ferry, NJ ME/ASC Training September 6-8, 2011 Rancho Dominquez, ME/ASC Training CA September 27-29, 2011 Bensenville, IL ME/ASC Training September 27-29, 2011 Austell, GA ME/ASC Training Page 14
Master Engineer Refrigerator Repair Success Story Nathan Martin Senior Staff On June 21st, Samsung customer Toni called 800-Samsung because of a no-cool issue (both sides) with her French Door Refrigerator, model # RFG237AARS. This unit had been serviced a few times unsuccessfully by the service division of the company from which she purchased the unit. The next available service date given to her by that service division was July 1st, which is a lifetime considering that it was summer, she had a no-cool refrigerator, and a holiday weekend was fast approaching. With this scenario in play, we had a recipe for disaster and faced losing a customer for life, not to mention the loss of any of her friends, family, and coworkers who would lose confidence in our products and brand image. As they say, when somebody s happy with your product or service, they tell three people; when they re unhappy they tell twelve. The call was dispatched to Home Service Network. Within four hours of the dispatch, Rob Nam who, along with Jennette Park, manages the office operations, contacted the customer and scheduled a service date of 6/23 with a four hour window of 10-2 and a courtesy call a half hour before the technician s arrival. The customer was delighted and relieved to get such prompt service. Master Engineer Joonmo Han arrived on site within the time frame given to the customer and was greeted by a unit that registered 80 degrees in both compartments. To start, he performed a thorough triage including checking the inverter board, compressor, and the compressor windings. As he continued checking, he discovered a step valve crack and also a gas leak. Joonmo completed the repair and fixed the refrigerator, regaining the customer s loyalty to Samsung products and confidence in Samsung s World Class Service. The customer was so impressed with the entire service transaction that it prompted her to send a very heart-felt letter of appreciation to our business partner, Home Service Network. The letter states (key phrases are bolded): I want to thank you for your courtesy and quick response regarding the service we needed on our new Samsung Refrigerator. You were a life-saver. You responded to my phone call very quickly! Your tech, Master Engineer Joonmo Han was extremely knowledgeable and fixed our refrigerator when our previous service provider could not. This whole experience was just awful until you turned it around and made me, the customer, your top priority which is how it should be. I can t thank you enough and Joonmo Han. Samsung would like to take the opportunity to thank Home Service Network for this success story and all the future ones we look forward to hearing about. They demonstrated hospitality, professionalism, customer centric support, and fast and reliable service during a very challenging repair which involved multiple issues and previous repairs. Congratulations to HSN s staff and Master Engineer Joonmo Han for writing a good last chapter in Samsung s book of World Class Service. A satisfied customer is the best business strategy of all. -Michael LeBoeuf Page 15