June 2010 Samsung Electronics America Your source for service information Inside this issue: The Redo Repair Percentage 1 The Redo Repair Percentage Jim Swift HA Product Manager Front Load Washer nf Error 2 GSPN Updates 3 DMT300 Dishwasher New RSE in Western Zone Dryer L.P. Conversion Kit Instructions 2010 Home Appliance Training Samsung s Product Crossword 3 3 4 7 8 Samsung is dedicated to providing the best quality service to our customers. To reach that best quality service goal, we measure and manage certain Key Process Indexes (KPIs). These KPIs show us how well we and you - our service network - are performing. The indexes include items like turnaround time, long term pending, quality of service, and redo repair percentage. Samsung grades its service partners using these KPIs. Service centers with better KPI scores are often rewarded with additional referrals. One of the most important items on this KPI list is redo repair percentage. A redo repair occurs when you repair a unit and submit a warranty claim, then have an additional warranty claim submitted again within 90 days for the same unit. Other companies might call this a recall. Whether the second claim is from the original service center or a different service center, we record a redo repair for the first service center. If the second repair is within 30 days of the initial service, Samsung reimburses for the second claim s parts only. If the second repair is 31 to 90 days from the initial service date, Samsung reimburses the service center fully but this incident counts against you. Obviously, any redo creates customer dissatisfaction and raises costs for all companies involved. Redo repairs can occur for technical and non-technical reasons including improper claim submissions. Please review your claim submission process to make sure that you are not submitting two claims for the same unit repair at the same time. Samsung will only pay a single claim even if you made one trip to diagnose and a second trip to repair the unit. Submitting a claim for labor to diagnose the problem, and then a second claim to install the part will generate a redo incident. Obviously, some redo repairs are technical issues and not administrative in nature. Additionally, a certain number of repeat service calls are generated from customer education issues. A few minutes spent with the customer explaining the operation of a product can prevent a second trip. Our redo goal is 5% or lower. Subscribers to this newsletter were sent a document a few weeks back containing redo reduction tips. These tips were gathered from researching service data and analyzing the causes of redo claims. The redo tips will be updated monthly and distributed in the same fashion. Please share this information with your technical and administrative colleagues.
Front Load Washer nf Error Paul Pieri Trainer RTSC Some customers have their washers connected to a cold-water supply only. If the temperature sensor in the washer detects that water coming from the cold water supply is 50 degrees or below, it sends a signal that causes the cold water valve to close, the hot water valve to open, and the internal heating element to turn on and raise the temperature of the water. Without a water supply to the hot water valve, however, the washer will produce an nf error and shut down. To ensure that the hot water valve has a water supply, use a Y connector and an additional water hose and connect both the hot and cold water inlet valves to the same cold water supply. See below. To compensate for the low water temperature, the internal heating element will turn on to raise the temperature of the water to satisfy the temperature sensor. Page 2
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 May, 2010 Bulletin Number Subject Applicable Models DMT300 Dishwasher Jeff Brutman Assistant Publications Manager New for 2010, the DMT300 dishwasher is both remarkably quiet and extremely effective. A list of this Energy Star compliant dishwasher s key features is below: ASC20100505001 Difficulty leveling the refrigerator RS261MDPN/XAA RS261MDRS/XAA RS261MDWP/XAA, RS261MDBP/XAA Key Features Quiet Operation 51 dba* Energy Star Rated: 299 kwh / year Water Consumption: 4.8 gallons 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 Hidden Heating Element Hard Food Disposer Triple Filtration System 3 Spray Wash Arms (Upper, Middle, Lower) Digital Water Leakage Sensor New RSE in the Western Zone Nelson Diaz and David Stiltz Western Zone RSEs The big news, besides the Zone realignment in late April, is the new RSE in our zone. David Stiltz joined the Samsung Field Service Team in late March. Going forward, the two of us (Nelson Diaz and David Stiltz) will be serving as your RSEs. From David: It will be a pleasure and honor to work with all of the servicers in the Western Zone. I have received a lot of emails and phone calls congratulating me on my new position with Samsung. I will be traveling throughout the Zone starting in June and I hope to be meeting with each of you in the near future. Page 3
Dryer L.P. Conversion Kit Instructions Tony Ippolito and Steve Polzin Manager, HA Technical Support /Appliance Tech Support Specialist The L.P. conversion kit, Samsung LPKIT-3/XAA, converts Samsung gas dryers so they can be used with L.P. gas. Here are the contents of the kit: Note that the kit is an accessory, not a part, and you must order it from Samsung Sales. To disassemble the dryer and install the L.P. conversion kit, follow these steps: Note: Carefully read the all the instructions before proceeding. 1. Before you begin, unplug the dryer or disconnect the power and turn off the gas supply using the shut-off valve nearest to the dryer. 2. Remove the top panel by removing two screws located on the rear of the cover. 3. Disassemble the front control panel by removing the 4 screws. On models with no screws, depress the plastic locking tabs. Disconnect the wiring harness and remove the control panel. 4. With the door open, remove the two screws that secure the front panel to the bulkhead, and then close the door. NOTE: Make sure to do this step before removing the 4 screws that secure the front panel at the top. Page 4
Dryer L.P. Conversion Kit Instructions Continued 5. Remove the four screws that secure the front panel to the top. 6. Pull the front panel forward and disconnect the door switch. 7. With the door switch disconnected, lift the front panel off the metal clips that secure it at the bottom and set it aside. The gas burner is located in the front right hand corner of dryer. 8. Make sure the gas supply is shut off before continuing. 9. Disconnect the A/C wiring from the burner and unplug the Igniter. 10. Remove the screws from bracket securing the burner assembly to the base of dryer. 11. Gently remove the burner assembly from the dryer. Caution: The Igniter is extremely fragile. Use extra care to prevent damage while removing and replacing the Burner assembly. 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 5
Dryer L.P. Conversion Kit Instructions Continued 12. Remove the burner flame tube to access the orifice from the valve, and then replace the orifice with the No. 54 orifice for Propane gas furnished in the kit. Confirm the proper orifice by checking the number stamped on one edge of the hex head of the orifice. Tighten the orifice securely. 13. Remove the regulator vent cap located on top of the main gas valve, and then install the new Regulator Blocking Plug with the stem provided. Turn it down finger tight, and then another 1 8 turn to make a secure seal. NOTE: Do not over-tighten. Turn on the gas supply and use a liquid soap solution or a leak detector to check for possible gas leaks. If needed, you can check the manifold pressure by removing the 1/8 NPT (National Pipe Thread) hex pipe plug from the gas valve and replacing it with a 1/8 pipe tap. Connect a manometer capable of accurately measuring pressures from 0 14 W.C.P. to the pipe tap. Activate the gas valve, and then verify that the converted LP gas dryer has a manifold pressure of 11 W.C.P. 14. Reassemble the dryer, starting at Step 10 and working in reverse to Step 1. 15. Finally, fill out the information on conversion decal and apply it along with the WARNING label in a conspicuous location adjacent to the model and serial tag. Page 6
1. 5. 8. 9. Across LCDTV PDTV Washer Refrigerator Crossword Answers 1. 2. 3. 4. 6. 7. LEDTV Down DigitalCamera HomeTheater Camcorder Dryer Bluray Volume 4, Issue 6 Home Appliances Newsletter 2010 Home Appliance Training Thanks to all of you who attended our recent Samsung Home Appliance training on the Samsung Training bus this past spring. We plan to re-start training on the bus this fall. See below for the current HA training classes. Date City Comments June 9, 2010 First Source Servall Houston, TX Reserve your seat ASAP! Space is limited. 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. Additionally, Home Appliance training is available on-demand 24/7 at https://my.plus1solutions.net/clientportals/ samsung/ Page 7
Samsung Electronics America SAMSUNG S Product Crossword Name the Samsung product that matches the function or feature named in the clue. For example: Clue ECO Power Management System; Answer Home Theater. 1 2 5 3 4 6 7 8 9 Across 1. Auto-motion Plus (2 words) 5. 600 Hz subfield (2 words) 8. VRT 9. Twin cooling Answers are on page 7. Down 1. Ultra thin (2 words) 2. AF Function (2 words) 3. SRS (2 words) 4. Smart OIS 6. NSF-Sanitized Certified 7. Video Streaming Page 8