HA Newlsletter Jan10_2nd Draft JeffB.pub
Contents
1. the Ass y Touch PCB the Power Supply PCB or either of the Inductor PCB s you need to cut the power and disassemble and remove the entire cook top This pro cedure could take anywhere from an hour to 90 minutes to complete The proce dure below will allow you to replace any of the PCBs above in about 20 to 25 min utes p The disassembly instructions in the service manual state that in order to replace The three primary steps for disassembling the cook top are listed below Step 1 INDUCTION COOK TOP REMOVAL Step 2 INDUCTION CASE FRAME REMOVAL Step 3 INDUCTION COIL BOARDS The steps are detailed starting below Step 1 Induction Cook Top Removal 1 Open the oven door and 2 Once these screws have 3 Move the cook top slightly remove the three 3 screws been removed close the door either to the right or left until that secure the cook top Then lift the cook top up the three 3 screws on the slightly and pull forward until side rail are accessible After the cook top is dislodged from the 3 side screws are accessi the rear control panel ble remove these screws from both sides 4 After the screws from both sides have been removed carefully lift the cook top off h and place it where it will be safe from any s _ damage Page 8 E Volume 4 Issue 1 Home Appliances Newsletter Samsung Tech Talk FTQ307 INDUCTION RANGE COOK TOP DISASSEMBLY Continued Step 2 Induction Case Frame2. 4 00 pm PST 10 00 am 7 00 pm EST GSPN UPDATES Jim Foster Editor 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 December 2009 ASC2009121500 The Inverter Cooling Fan either cycles OFF and ON or is continuously FTQ307NWGX XAA running ASC2009122100 There are two different versions of the WF328 washing machines Ver WF328AAG XAA sions produced after May 2009 8th and 9th digit of the serial number S5 WF328AAR XAA or higher have the drain pump mounted in the front Earlier versions have WF328AAW XAA the pump mounted in the rear To access service bulletins on GSPN first visit http service samsungportal com Login using your User ID and Pass word Click Documents at the top then Product Information in the left column the Product Information menu will ap pear Click 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 you can still search for it using the Select Depth 1 2 and 3 drop down menus Page 14 H Samsung Electronics America SAMSUNG S NEW YEAR S SCRAMBLE IHORIRRHIYWAOI TRCOSUYTATLITP CHOTEICOTCSUSI PPHTWTTHOPNASA OSMEARNEADADOA UYHRSRHIYMAYRT IDRAEYWENYPPAH GSPUPSKSKGMABG TRTQOIOE
3. BUYING PARTS FROM MARCONE AND AP WAGNER Jet Nyamwange Warranty Dept Home Appliance ASCs ONLY You are authorized to buy parts from e SEA e Marcone e Newly Added AP Wagner Using Parts Purchased from AP Wagner and Marcone You must provide the following information on the Warranty Claim under the REMARKS Field e Name of Distributor e Invoice number C Extended Warranty C Part Only Ext WWerranty oO ieee Repas E ciners Remarks AF agia twee 8 123 or Hargina frolic so T 45 23 Parta Used HA ONLY AP WAGNER or MARCONE PARTS Enter Cxstnbutor Name amp Invoice Here Locaton Code Porte ho Qty Inwohoe Ho Serial Ho Manufacturer E E BH44 001928 E ET i E Communication of Your Parts Invoice Number and Name of Distributor via the Claim The Remarks field will be available to you if you select the check box Others The Others check box is located in the Special Request section on your warranty claim See the screen capture above NOTE Parts from AP Wagner and Marcone will be credited at SEA prices ONLY Its your responsibility as an ASC to audit your Warranty Credited Parts and contact AP Wagner or Marcone for the difference in Parts Credit if any Page 11 E Volume 4 Issue 1 Home Appliances Newsletter Samsung Tech Talk 2010 Home Appliance Training You can always obtain the most up to date training list by sending an email to training sea samsu
4. Inside this issue Getting More Re ferrals News from the Zones Recycling the Samsung Way Servicing Inverter Compressor Re frigerators with a Clamp Meter Understanding Refrigerator Tem perature Thermistor Sen sors FTQ207 Induction Range Cook Top Disassembly Buying Parts from Marcone and AP Wagner 2010 Home Appli ance Training Hot Parts News GSPN Updates Samsung s New Year s Scramble 11 12 13 14 15 Volume 4 Issue 1 Home Appliances Newsletter January 2010 Samsung Electronics America Samsung Tech Talk Your source for service information GETTING MORE REFERRALS Mark Rowland Regional Service Manager Now that the Holidays are over and we ve day Season and beyond spent quality time with our families it s time N To review your current zip code list to start thinking about 2010 and how to im prove business in the new year 1 Log into GSPN Throughout last year heard this common 2 Select service areas upper left cor complaint My Samsung work has gone ner down haven t received many calls this 3 Review current Zips Do not attempt month To counteract this and get more to make any changes referrals one of the best things you can do is review your Service Center s zip codes on GSPN If there are any changes or missing Send the updates or changes to your RSE and he will do it for you coverage areas Samsung will update them The R
5. 3 30 Amps Page 5 E Volume 4 Issue 1 Home Appliances Newsletter Samsung Tech Talk UNDERSTANDING REFRIGERATOR TEMPERATURE THERMISTOR SENSORS Paul Pieri Trainer RTSC Temperature Sensors are Negative Temperature Coefficient devices that measure between 2 2 K and 100K Ohms These devices increase in resistance as the ambient temperatures around them decreases and vice versa While all sensors in Samsung refrigerators have virtually the same characteristics it is the defrost sensor that is subject to the most abuse The sensors tell the main CPU when the evaporator is starting to build up ice The temperature of the evaporator will Start to rise because of ice buildup that causes cooling efficiency to diminish As the evaporator temperature rises the sensor resistance changes and this signals the main CPU to start the defrost cycle Be aware that there are also other factors besides this sensor that will trigger a defrost cycle Defrost sensors tend to fail more often than the other sensors because of their proximity to the evaporator and defrost heating element hi Page 6 E Volume 4 Issue 1 Home Appliances Newsletter Samsung Tech Talk UNDERSTANDING REFRIGERATOR TEMPERATURE THERMISTOR SENSORS Continued Besides the cold temperatures of the evaporator the defrost sensor is also affected by the heat given off from the defrost heater The sensor typically disables the heater when it measures 50 F in the Freezer or 63 F
6. NE WY ID OR UT CO KS NM The Buzz on STM Service Tracking Management I ve paid a visit to the call center in South Carolina and lm excited to say we Samsung have done a great job planning staffing and then creating the relationships that will take us to the next level of customer service I m sure many of you have received calls from one of the trackers Here are two of the comments they ve gotten from many servicers and my comments on the comments Page 3 No other manufacturer is calling me Well Samsung doesn t gauge its performance by what other companies do We are striving to be number one Being the first to do this and creating change Yes this is different Leaders change not follow I don t have time to answer your questions or Pm busy Tell me this lf you re a customer and you heard this what would you say or think You d probably take your business elsewhere Would you ever tell that to your direct service customer especially a COD call think you get where I m going here Samsung is a customer too Why would it ever be a negative to make sure the customer is taken care of In our tracking efforts we always contact the servicer assigned the call first We need your timely response or we have no choice but to confirm directly with the customer It would be a shame if we cant get the information from you As our service partner the ideal thing for you to do Is to update the ticket
7. in the Refrigerator Should the sensor fail by changing value there is a bi metal device as back up to prevent the heating element from run ning too long There are a variety of errors that can occur with temperature sensors Here are some examples Freezer Fridge Freezer temperature sensor error Refrigerator temperature sensor error These particular errors indicate temperature sensor failures where the sensor becomes either Shorted or Open This does not mean that the sensor actually measures 0 Ohms or infinity It means the sensor is below 2000 Ohms or above 100k Ohms However the sensor can change value enough to affect the temperature in a compartment without causing an error to be displayed in the diagnostic mode Troubleshoot using the Temperature Resistance Voltage chart below to determine if the sensor is working properly Temp F Resistance k Voltage V The values are samples of the resistance and voltage a typical sensor should measure at the freezer and refrigerator default temperature settings PLEASE SEND US YOUR COMMENTS Something you d like to see in the Samsung Tech Talk Newsletter Is there 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 7 a Volume 4 Issue 1 Home Appliances Newsletter Samsung Tech Talk FTQ307 INDUCTION RANGE COOK TOP DISASSEMBLY Louis Picchione Assistant Manager HA
8. questions Page 13 Using QuickParts and Exploded View QuickParts is Samsung s online tool you can use to quickly and easily research those part numbers that are most frequently needed for service Rather than having to sort through an entire Bill of Material you simply input the model code and version when applicable and Quick Parts displays a short list of the most common service parts along with their part category common name and soon a picture of the part itself for easy verification You can find QuickParts in the Part Research section of GSPN Regarding Exploded View remember that the Exploded View in the Service Manual should not be used to ID part numbers Samsung Service Manuals are created early in the manufacturing process and are not updated Be cause of this the part numbers in the Service Manual may be incorrect and outdated Instead use the Ex ploded View tool on GSPN under Part Research This interactive tool is updated daily and contains the most accurate parts information In addition it has handy links for parts ordering and researching multiple part numbers Refuse Shipment Policy Please do not refuse a shipment that is delivered to you due to box damage missing pieces no pallet etc In stead note the exception on the delivery paperwork and keep a copy for your records Contact GPCA immedi ately and we will arrange to have the damaged ship ment picked up and returned for full credit The par
9. QSLAGI WNTSSUALDELTNN OPSSEATTULPKYD AOTEYNOADTLICI TPOMEITRKAIAKM REOIICOUNTDOWN PARTYPATDIPSNU Smvuoomtamune mn ZOR u e Happy New Year e Champagne Toast Times Square Countdown e Kiss Party Resolution Ball Drop sMidnight Page 15
10. Removal 1 There are 12 screws that Remove the 10 screws from the 2 To remove the induction case secure the induction case induction case frame Then you need to remove the power frame but only 10 are visible move the 6 element center and sensor wires Before remov The other 2 screws are hidden rear to reveal the 2 screws un ing these two connections you underneath the 6 element derneath Remove the 2 screws need to remove the coil covers center rear Bend the coil cover slightly and lift up to remove 3 After the coil covers have 4 After disconnecting the power been removed disconnect the and sensor wires from the four power and sensor wires from burners disconnect the four 4 the working coil assembly connections on the Assy Touch PCB 5 Once the con 6 Once the nections on the induction case touch PCB are frame Is re disconnected moved you now remove the induc can access the tion case frame induction coil boards E Volume 4 Issue 1 Home Appliances Newsletter Samsung Tech Talk FTQ307 INDUCTION RANGE COOK TOP DISASSEMBLY Continued Step 3 INDUCTION COIL BOARDS Inductor PCB Heat Sink Inductor PCB This PCB controls the 6 This PCB controls the 11 element center front and element left front and 6 7 element right rear element center rear j N N N Power Supply h l Page 10 E Volume 4 Issue 1 Home Appliances Newsletter Samsung Tech Talk
11. SE Map is Located under the Con for you in the system This will ensure that tact Us section on GSPN An example is your Service Center will have the correct zip below codes assigned during the busy after Holi ECTE Samsung Tech Talk a Volume 4 Issue 1 Home Appliances Newsletter NEWS FROM THE ZONES RSE Agents All Zones Zone 1 ME VT NH MA RI CT NJ NY Happy New Year The beginning of a new year is always a good time to take a few minutes to reflect on the previous year Hopefully we ve all met the challenges head on learned from the failures and celebrated the successes lm sure you have all noticed Samsung s growth over the past years That growth is expected to continue With growth comes the increased need for superior service delivery from the Samsung Authorized Service Center Network There will be challenges and opportunities and Samsung will continue to partner with those service companies that are ready to meet them Thank you all for your support and cooperation over the past years along with best wishes for a Happy and Prosperous New Year look forward to celebrating our success together Happy New Year Zone 3 NC SC GA Redo Policy The East Zone 3 would like to welcome Golden In Home Service to the Greenville and Charleston South Markets Both centers are up and running Appliance calls Welcome to Golden In Home Charleston tech John Choi and Greenville t
12. ech James Park Also a big East welcome to Affordable Appliance covering the Raleigh North Carolina area for us under the new ME program and to their tech Peter Timan This makes 3 new ME s for Zone 3 We are moving to total coverage by the middle of next year Now lets take care of some confusion that has arisen over the redo policy in the past month have gotten together with Ramin Saremi Warranty Manager to clarify what is covered and how to file a claim correctly Page 2 1 A servicer goes out on a call sees a defective part orders and replaces it 20 days later the servicer gets a call from the same customer Goes out ona 2 call finds out the same part is defective The servicer should i Submit an RMA for the defective part on GSPN ll Submit as SAW explaining that the Redo was due to a defective part iii Mark the claim as Samsung to review and use the repair code DPRT This allows the claim to be processed without any listed parts 2 Same situation as above except 28 days have passed and TV is now Out of Warranty Any parts replaced have a 90 day warranty not through claims but through GPCA Therefore an RMA must be processed to issue credit on a defective part Zone 5 TN MS AL FL ME Expansion With the growth of our Home Appliance sales and service operations we have found a need to expand our ME program to Knoxville TN would like welcome Scott Moore with Lake s Electronic
13. in the system to confirm at least you ve completed the call Another thing know many of you pride yourselves on giving great customer service and being responsive but sometimes things get so busy that a customer gets a different experience than you intended Having owned a business and managed a good size service department can say that it s praiseworthy goal to have no tickets open more than 30 days period An even better goal is to check the service bulletins in advance triage each call strive for a first time fix and complete each call on the first visit Calls often start out great but if you don t complete the call on the first visit it can easily become an aged ticket buried by other calls and daily emergencies This is when negative events can unfold and the brand name image is harmed You need to update ticket progress to stay on top of things For example if a part is on BO do this E Volume 4 Issue 1 Home Appliances Newsletter Samsung Tech Talk NEWS FROM THE ZONES Continued 1 Goon GSPN 2 Change the ticket to pending The Reason menu pops up 3 Choose the drop down where you enter the BO part and enter the information By doing this you ve routed the ticket to the Parts Queue for handling If a part can t be allocated the ticket will be reviewed for exchange Make sure you do this to ensure the customer is being handled responsively Working with a company that is different sometime
14. ng com City Comments January 31 Feb 3 MSA Convention Visit www marcone com to register Las Vegas NV February 17 20 2010 Appliance Service Visit www asti us to register Training Institute Orlando FL In 2010 Samsung will be introducing a new concept in training and service A mobile training facility The mobile training facility tour will start in the southeast region in the first quarter of 2010 and 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 50 100 mile zip code radius of the training location You may be in vited to more than one training city Samsung Training Tour 2010 Coming to a city new you ain AMSUNE M ne y 6 4 ih a S ail ett nid fin va Ei Watch this space for full tour date information You can reserve your seat in training by emailing training sea samsung com Additionally Home Appliance training is available on demand 24 7 at https my plus1solutions net clientPortals samsung Page 12 E Volume 4 Issue 1 Home Appliances Newsletter Samsung Tech Talk HOT PARTS NEWS David Caldwell Senior Manager Parts Operations As 2010 is now upon us it is a good
15. p oages samsung com us recyclingdirect locations jsp Join Samsung in putting the Planet First E Volume 4 Issue 1 Home Appliances Newsletter Samsung Tech Talk SERVICING INVERTER COMPRESSOR REFRIGERATORS WITH A CLAMP METER Tony Ippolito Manager HA Technical Support When you service inverter compressor refrigerators a clamp meter is a very useful tool Background The inverter compressor is driven by Direct Current DC voltage Toward that end we recommend using an AC Line Splitter see the photo below left along with a clamp meter photo below right With the line splitter con nected between the AC receptacle and the refrigerator you will be able to connect your clamp meter to test the current draw of the appliance You can get a Line Splitter at your local supply house or at your local Home Center Above AC Line Splitter Above Clamp Meter The Chart below shows the current draw in Forced Mode To meet Energy compliance the compressor runs in one of three speeds determined by the signal supplied from the Main and the Inverter PCBs Troubleshooting Access forced operation mode to verify the compressor speed changes As you cycle through FF 1 High Speed FF 2 Medium Speed and FF 3 Low Speed wait 5 seconds between modes and observe the current draw in each mode See the chart below for reference RSG257AARS RFG297AARS 2 33 Amps 1 70 Amps 1 03 Amps 1 16 Amps 0 87 Amps 1 05 Amps RD 3 29Amps_ RD
16. poundage collected is not a lightweight program In fact Samsung has received state recognition awards from Pennsylvania Wisconsin and New Hampshire for its recycling efforts and recently received three Eco Design honors from the Consumer Electronics Association The recycling effort is part of a company wide environ mental sustainability initiative that emphasizes a com mitment to making environmental guardianship a priority across the business The initiative announced in July 2009 includes a 4 3 billion pledge to eco management a 50 percent reduction target for green house gas emissions normalized by sales from global manufacturing facilities an 84 million ton reduction of indirect greenhouse gas emissions from manufacturing products and a promise to make 100 percent of Sam sung products eco friendly over the next five years But there s more Samsung is passing its greener ways on to consumers allowing them to choose products that operate more sustainably once at home Last year for example the company launched its line of LED HDTVs that are mercury free and consume up to 40 percent less energy than similarly sized 2008 LCD HDTVs and Samsung s 2009 plasma HDTVs consume 39 percent less power than 2008 models of similar sizes Getting back to recycling if you or your customers have e waste to recycle you can find the Samsung Re cycling Direct location closest to you by visiting the fol lowing web site htt
17. s requires an attitude adjustment Look at this as an opportunity to partner with Samsung We plan to impact the future Partner with us and you ll be achieving something really worthwhile Zone 9 NV AZ CA HI would like to extend a warm welcome to the four newest MEs for Zone 9 e KOAMBRA in San Diego CA e Cosmin Curiman TEKNITON in San Francisco e John Bilti TEKNITON in Sacramento CA e Francisco Bagtindon JEM in San Francisco CA These new MEs FEs will bring extra support to the areas indicate above covering a 25 to 50 miles radius In addition the MEs FEs will help us decrease Turn Around Time LTP and zero out LTR Welcome aboard and best of luck on your new territories We have made much progress in ZONE 9 in 2009 and as the year comes to an end would like to thank all of you and your families for your help and support over the past year From the bottom of my heart wish you and your families a safe and happy New Year Page 4 RECYCLING THE SAMSUNG WAY Jeff Brutman Assistant Publications Manager Now here s something you might not have known Sam sung collected and recycled more than 12 million pounds of e waste in 2009 Here s another thing you might not have known Samsung Recycling Direct launched in October 2008 is a 50 state recycling pro gram that allows consumers to drop off their electronics products at over 200 permanent drop off sites in the U S This as you can see from the
18. s to the Samsung ME family and wish him and Lake s the best in Knoxville TN EEE E Volume 4 Issue 1 Home Appliances Newsletter Samsung Tech Talk NEWS FROM THE ZONES Continued Zone 6 MN WI IA IL MO AR OK Get That Proof of Purchase I m sure you ve been there You ve completed a call and then had the warranty claim denied because you needed to provide a copy of the bill of sale Samsung policy states that a bill of sale must be provided if a warranty repair is more than 14 months past the manufacturing date or if a prior claim shows a different date of purchase It s a good business practice to ALWAYS ask your customer for a copy of the bill of sale that you can keep in your files for future reference It is much easier to get a copy from your files than to go back to a customer after the repair has been completed or worse to have to go back to a customer and charge them for a repair after they believed the repair was covered under warranty When you get a copy of the bill of sale up front it removes these issues from play and makes your job a lot easier Ten years ago it was more of a problem to get a copy from a customer when you were on the call But with nearly every home now having a computer printer with a built in copier it s not such a problem By taking steps to obtain and then retain a copy of the bill of sale now you will be dealing with fewer headaches in the future Zone 8 AK WA MT ND SD
19. t should be immediately re ordered and expedited to minimize customer delay Parts Return Reminder You must request all part returns within 30 days of the invoice date Return requests that exceed the 30 day policy may be rejected or assessed a re stocking fee at GPCA s discretion You can request return labels by calling the GPCA main line 800 634 8276 or by includ E Volume 4 Issue 1 Home Appliances Newsletter Samsung Tech Talk HOT PARTS NEWS Continued ing the request in the GSPN online parts return section Also make sure that the RA is clearly marked on the outside of the box to ensure that your credit is quickly and correctly processed No Cool Parts Orders For all refrigerator No Cool part orders make sure that you select Expedited shipping on GSPN part order GPCA will ship out the part Overnight at no charge to you This function should only be used for No Cool situations and not for other less critical repair needs Part Order Tracking Tracking your part order on GSPN is quick and simple Login and go to the Warranty Parts section Click Part Order and Shipping information You can search by part number or date range If you are not sure if your order has shipped yet go to P O Status and you can see the updated status of your order If you have any further questions that you are not able to research on GSPN feel free to call GPCA at 800 634 8276 GPCA Call Center Hours 7 00 am
20. time for both our long time partners and the many new faces which have joined our service network to review GPCA s basic poli cies and procedures Part Shipment Problems Despite our best efforts there may be occasions when a part is received damaged or there is some other dis crepancy If this happens please make sure to adhere to the following procedures to make sure that you are correctly credited and that a replacement part is sent out as quickly as possible Reporting Parts Shipping Errors or Damage You have 14 days from the packing list date to inform GPCA of any discrepancies in your order This is also printed on the packing list These may include e Short ships e Over shipments e Damaged parts e Lost shipments To report discrepancies first double check to confirm the damage or the missing items After you have confirmed log into GSPN Parts Return request a RA In the Com ments section add the reason for the discrepancy We will review your request within 48 hours and approve a RA number based on our findings that the RA criteria have been met In some cases GPCA may request that you provide a digital photo of the part for our records and file a claim with the freight carrier when needed The re ordering of parts is left to your discretion but we recom mend ordering right away to minimize the delay to the customer Of course you can also call GPCA at 800 634 8276 if you need assistance or have any further
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