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Samsung Electronics America

October 2011 Volume 5, Issue 10 Home Appliances Newsletter

Inside this issue:

Your source for service information

First Time Fixes: A Plan to Succeed

Wes Sirois

Assistant Manager, Triage Lead

When it comes to appliance service, multi-

ple 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 ex-

tra trips is a key to a business’s profitabil-

ity. 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 suc-

cessful 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 custom-

ers, 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 tech-

nical person, but he or she should be pre-

pared to ask the customer some pertinent

questions to help pinpoint the service prob-

lem with the appliance. Since most of

these folks do not have a technical back-

ground, the service manager or technicians

can create a list or flowchart that the reps

can follow when speaking with the custom-

ers. Many common problems can be identi-

fied just by asking the proper questions dur-

ing the initial call from the customer. Keep

all technical bulletins and service tips avail-

able 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 sus-

pect part can be brought along on the ser-

vice 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 di-

minishes customer satisfaction more than

having to reschedule for a part. Using busi-

ness 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 identify-

ing suspected parts can lead to increased

first time fixes, which will lead to increased

profits.

Samsung Tech Talk

First Time Fixes: A

Plan to Succeed

GSPN Updates

Getting Water to the

Fabric Softener Cup

New: The

FX710/510 Gas

Ranges

Repairing Sealed

Systems: 3 Tips for

Success

Replacing Dryer

Thermistors

Troubleshooting Wi-

Fi Refrigerator Con-

nection Issues

Refrigerator Stepper

Motors

Need Help Diagnos-

ing? Just Ask the

Customer

2011 RTC Home

Appliance Training

Summary of content (14 pages)

PAGE 1
Volume 5, Issue 10 Home Appliances Newsletter October 2011 Samsung Electronics America Samsung Tech Talk Your source for service information First Time Fixes: A Plan to Succeed Inside this issue: First Time Fixes: A Plan to Succeed 1 GSPN Updates 2 Getting Water to the 3 Fabric Softener Cup New: The FX710/510 Gas Ranges 5 Repairing Sealed Systems: 3 Tips for Success 6 Replacing Dryer Thermistors 7 Troubleshooting WiFi Refrigerator Connection Issues 9 Refrigerator Stepper 11 Motors Need Help
PAGE 2
Volume 5, Issue 10 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 in September, 2011: Bulletin Number ASC20110912001 ASC20110921001 Subject New damper assembly replacing old damper assembly which caused vibration and/or noise.
PAGE 3
Volume 5, Issue 10 Home Appliances Newsletter Samsung Tech Talk Getting Water to the Fabric Softener Cup Nicholas Webert Assistant Manager, Regional Trainer Have you ever tried to view water filling the fabric softener cup of the dispenser? Did you have problems? Are you aware that it requires two of the cold water solenoids to be active at the same time? The only time these two solenoids are on together is during the rinse part of the cycle.
PAGE 4
Volume 5, Issue 10 Home Appliances Newsletter Samsung Tech Talk Getting Water to the Fabric Softener Cup continued 3. Press the SPIN button once. The lock light will illuminate. 4. Press the SOIL LEVEL button once. The temp lights will go off and the LIGHT LED will illuminate. 5. Press the TEMP button twice. The LIGHT LED goes off and the warm/cold LED illuminates. The rinse portion of the cycle begins.
PAGE 5
Volume 5, Issue 10 Home Appliances Newsletter Samsung Tech Talk New: The FX710/510 Gas Ranges Paul Pieri Trainer—RTSC The first Samsung gas ranges are coming to a store near you! Features:  Large Capacity Oven Cavity  Giant Griddle Center Burner  Self cleaning system  Dual Flame Right Front Burner (710 Only)  True Convection cooking (710 only) The first gas ranges from Samsung are feature packed.
PAGE 6
Volume 5, Issue 10 Home Appliances Newsletter Samsung Tech Talk Repairing Sealed Systems: 3 Tips for Success Nicholas Webert Assistant Manager, Regional Trainer Sealed system repairs can be tricky, especially with the new dual evaporator units and the addition of TDM valves. Yet, some repair companies consistently repair sealed systems successfully. We have reviewed the repairs done by these companies, and determined that they do three things consistently.
PAGE 7
Volume 5, Issue 10 Home Appliances Newsletter Samsung Tech Talk Replacing Dryer Thermistors Louis Picchione Assistant Manager—HA Thermistor Function: The Thermistor is mounted next to the TH1 Thermostat on the exhaust side of the blower housing and is used to regulate the dryer operating temperatures. Specification: The Thermistor measures approximately 10K ohms at room temperature. As the operating temperature rises, the resistance of the Thermistor decreases (negative coefficient).
PAGE 8
Volume 5, Issue 10 Home Appliances Newsletter Samsung Tech Talk Replacing Dryer Thermistors continued STEP #4 After removing the Thermistor, take a resistance reading to see if the Thermistor is defective or not. If defective, replace it. If not, further troubleshooting is required. STEP #5 To reinstall the Thermistor (or install a replacement), insert it back into its original position, and then start the top screw by hand. After starting the top screw, insert and start the bottom screw.
PAGE 9
Volume 5, Issue 10 Home Appliances Newsletter Samsung Tech Talk Troubleshooting Wi-Fi Refrigerator Connection Issues Steve Polzin, HA Product Specialist Jim Swift, HA Product Senior Manager Earlier this year, Samsung launched the new RSG309 side-by-side and RF4289 four-door French door models with WiFi capabilities. These two models come with an 8” LCD screen which is integrated within the water and ice control panel located on the front of the refrigerator.
PAGE 10
Volume 5, Issue 10 Home Appliances Newsletter Samsung Tech Talk Troubleshooting Wi-Fi Refrigerator Connection Issues continued A key factor to keep in mind is that if a network appears in the Wi-Fi network window, the refrigerator has established communication with that network and the connection issue is not likely to be caused by the refrigerator.
PAGE 11
Volume 5, Issue 10 Home Appliances Newsletter Samsung Tech Talk Refrigerator Stepper Motors Bob Shoemaker Assistant Manager, Regional Trainer There are two types of stepper motors in current Samsung refrigerators, one type used for the refrigerator’s damper and the other used for the TDM valve. The damper’s motor is generally bipolar, meaning voltage needs to be applied to both leads of the coil alternately while the other is grounded. The two coils are electromagnets that cause the rotor to move.
PAGE 12
Volume 5, Issue 10 Home Appliances Newsletter Samsung Tech Talk Need Help Diagnosing? Just Ask the Customer. Kurt Schuster Assistant Manager—HA ‘The unit is dead’ or ‘will not start’ have to be among the least helpful customer complaints you could ever roll a truck on. Right after the ever helpful, ‘intermittent’, these customers have to be coaxed, cajoled, and convinced of their ability to observe and accurately describe the operation of their appliances.
PAGE 13
Volume 5, Issue 10 Home Appliances Newsletter Samsung Tech Talk Need Help Diagnosing? Just Ask the Customer. continued Although the dishwashers are quiet, they are not so quiet that an error code for an inoperative circulation pump is necessary. If the dishwasher falls silent when it is supposed to be circulating the water to wash the dishes, you’ll need to be prepared to check the wiring, the connections, and the pump.
PAGE 14
Volume 5, Issue 10 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 (Regional Training Centers). 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.