.

Samsung Tech Talk

Your source for service information.
September 2009

Volume 3, Issue 9 Home Appliance Newsletter

Redo It Affects Us All

Scott Whitman

Manager Product Support I thought I would touch on the topic of Redo this month. But instead of listing detailed analysis of the redo claims that come across my desk, I decided to look at the basics. The first question I have for everyone is What is Redo? Samsung calculates Redo as seen through the eyes of the customer. If the same product (based on serial number) requires an additional repair within the first 90 days of the initial repair, it is considered a redo. In addition, if the second repair is required within 30 days of the initial repair, Samsung does not reimburse labor costs. Next question to be answered is What is the Redo % used for? Simply put, your Redo % combined with several other key metrics of QOS is used to determine referral hierarchy within our service locator system. Therefore, the better the Redo %, the more referrals the service center will receive. Bottom line - This means more work and therefore more profit for the service center. During the last few weeks, our team developed a Mentoring program where we reached out to various service centers in an effort to learn more about field issues as well as reduce the Redo %. We also identified those service centers that kept their Redo % low. Out of this process, we have found some of the missing links required for quality service. These include service manual improvements, part listing errors, and general issues with GSPN navigation. To increase you GSPN knowledge, attend a GSPN training class: GSPN training classes are given every Thursday: To sign up, email JayRJR@sea.samsung.com. For Service information, tips, additional bulletins, and training videos, visit: http://my.plus1solutions.net/clientPortals/samsung/ Bottom line, Redo cost us all money and time. It also affects the customers confidence with the service center as well as Samsung and its products. Lets work together to lower our redo numbers. It can only benefit us all.

INSIDE THIS ISSUE

1 2 3 5 6 8
Redo It Affect Us All Parts Department Updates Top Repair Tips News from the Zone Identifying the Fridge Model Code/BOM Name Another Look at Redo

11 12 13 16 17 18

Help the Customer get the most from their DWR Fast Track Troubleshooting Confirming if the SO is covered by Warranty Induction Range Training now Online Training Updates Samsung Search

Samsung Tech Talk 1

Parts Department Updates

David Caldwell
Senior Manager GPCA

Part Shipment Problems Despite our best efforts, there may be occasions when a part is received damaged or there is some other discrepancy. If this happens, please make sure to follow the procedures below to make sure that you are correctly credited and that a replacement part can be sent out as quickly as possible:

ReportingPartsShippingErrorsorDamage: Youhave14daysfromthepackinglistdatetoinformGPCAofanydiscrepanciesinyourorder(this isalsoprintedonthepackinglist).Thesemayinclude: 1. Shortships 2. Overshipments

3. Damagedparts 4. Lostshipments
To report discrepancies, first double-check to confirm the damaged or missing items. When confirmed, log into GSPN Parts Return and request an RA. In the Comments section, add the reason for discrepancy. This will be reviewed within 48 hours and a RA number will be approved based on our findings that the criteria have been met. In some cases, GPCA may request that you provide a digital photo of the part for our records and to file claims with the freight carrier when needed. The re-ordering of parts is left to your discretion, but we recommend ordering right away to minimize the delay to the customer. Of course, you may also call GPCA at (800) 634-8276 if you need assistance or have any further questions. Missing Model Information New models are continuously being introduced by Samsung. While this has been a big part of our success, it has also occasionally resulted in service and parts information not being updated as quickly as it should be. If you are not able to research a model on GSPN, please contact our Part Research department so that we can provide you with the correct part. We will also make sure that the model is updated on GSPN and that we are providing the most accurate and updated parts information possible. Using QuickParts & Exploded View QuickParts is Samsungs online tool 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, simply input the model code and version (when applicable) and a short list of the most common service parts will be displayed along with their part category, common name, and soon, a picture of each part for visual verification. QuickParts can be found in the Part Research section of GSPN. For 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. Because of this, the part numbers in the Service Manual may be incorrect and outdated. Instead, use the Exploded 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.

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Top Repair Tips

Tony Ippolito
Manager - HA Tech Support

Model: DMR57LFS/XAA, DMR57LFB/XAA, DMR57LFW/XAA Issue: The paint on the control panel is rubbing off prematurely. Solution: Replace the Control Panel assembly. Be sure to match the model number or color of the control panel before ordering so that you receive the correct assembly. Refer to the chart below which is based on model number and color.

Part Number DD97-00105A DD97-00105B DD97-00105C

Description/Color ASSY Control Panel - Silver ASSY Control Panel Black ASSY Control Panel - White

Model Number DMR57LFS DRM57LFB DMR57LFW

Model: DV338AEB/XAA, DV338AGB/XAA, DV338AGW/XAA, DV338AEW/XAA Issue: Customer reported clothes are damaged by the dryer. Solution: Inspect the Moisture Bars for raised burrs. If you find raised burrs, replace the Moisture Bar assembly.

Part Number DC61-01231A

Description Moisture Bar

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Models: All French Door RF26V, RF265AA/AB, RF266AA/AB, RF267AA/AB, RFG295, RFG297, RFG299 Issue: Shelves sag under weight load. Solution: The Center support is loose. Remove the plastic cap covering the top mounting screw. If the screw feels stripped, remove all the shelves and the evaporator cover. Make sure the screw is properly mounted and/or inserted. See the illustrations below. The screw may not be aligned, leaving the support loose at the top, causing the shelves to sag.

Model: RS2530BBP/XAA, RS2530BWW/XAA, RS2530BWP/XAA Issue: Frost Build up. Solution: The problem can be traced to the Mylar film that covers the Freezer evaporator cover. The film covers the evaporator cover during manufacture, preventing scratches. Film has been found covering the drain assembly under the evaporator. Remove and discard the film.

Model: WF338AAB/XAA, WF338AAW/XAA Issue: 9E1 Error Code Solution: This code is displayed whenever the power is unstable, and is the same as the 2E error code. A 9E1 error code can be caused by an EMC Filter issue or a noise spike from an external device.

For full details on these tips, consult the GSPN website at http://service.samsungportal.com

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News from the Zone

RSE Agents
All Zones

North Zone- Randy Carney The pending claims work continues- there has been good progress made on claims that are 23 days or older- from this point forward, we will be focused on claims that are over 15 days old. Your trackers will be in touch with you to check on claims and provide assistance as needed. Please make use of their availability and lets do what we can to get these calls completed! Our focus, like yours, is on a satisfactory repair experience for the customer, and we want to do what we can to assist you. Youve probably seen by now that we have adjusted the regions that RSEs support, and added some additional resources to help support your efforts in the field. The North Zone will become Zone 6 after this, and I invite all my new ASCs in Arkansas and Oklahoma to give me a call for assistance if needed. I know many of you on the home appliance side from my prior run as the home appliance RSM in that area, and I look forward to working with you all again. If you need any assistance, please contact me at rcarney@sea.samsung.com, of by phone at 319.248.9423. ____________________________________________________________________________ North Central Zone- Joe Platek Want more work for the years 2009 and 2010? Home Appliances sales and market share are expanding. Samsung Appliances are being sold at many national chains (Sears, Lowes, Menards, etc.) and locally. Thus, there should be an increase in repair work in this business. If you were thinking of expanding your business, start servicing Samsung Home Appliances.! ____________________________________________________________________________ Joe Ramos- Eastern Zone The Customer with the Imaginary problem Reducing the Redos. Im sure many of you have run into the customer that has a problem you have never seen and could never prove. Youve replaced about 5 parts and they still claim they have an issue with the unit. What most of you normally do is close out the ticket and bill out without getting a firm resolution for the customer. What then happens is that the customer calls back in and a new repair is generated. This is causing a Redo on your account. How do you stop this from happening? Easy. If you replace parts and the customer still has a problem, please set the ticket for that customer to pending in GSPN with the reason as Tech support needed.

Scroll down to the inquiry section and spill the beans.

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You must then click save. You will get a response from tech support with advice on how to fix or they will back you on your diagnostic that there is no issue and inform you to close the file and send the customer to 1-800-Samsung. The moral of the story is: Dont have a redo!

Identifying the Refrigerator Model Code or BOM Name

Tony Ippolito
Manager - HA Tech support

The new French door Refrigerators are now produced in our Samsung Mexico facility. The labels may be confusing in terms of identifying the correct model number. Heres how to distinguish between the basic model number and the correct model code listed as BOM NAME. Solution: Use the Model Code or BOM Name ONLY for all your Parts ordering, Tech Support, and Warranty Claim processing needs. Remember this simple rule: the correct model number ends with XAA The Model Code location is on the lower left outside of the product, and the BOM Name can be found in the internal left refrigerator cavity.

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Model Cross Reference Chart:

2009 Models MODEL CODE & MODEL BOM NAME NAME RF265ACBP/XAA RF265ABBP RF265ACPN/XAA RF265ABPN RF265ACWP/XAA RF265ABWP RF266ACBP/XAA RF266ABBP RF266ACPN/XAA RF266ABPN RF266ACRS/XAA RF266ABRS RF266ACWP/XAA RF266ABWP RF267ACBP/XAA RF267ABBP RF267ACPN/XAA RF267ABPN RF267ACRS/XAA RF267ABRS RF267ACWP/XAA RF267ABWP RF26VACBP/XAA RF26VABBP RF26VACPN/XAA RF26VABPN RF26VACWP/XAA RF26VABWP RF265ADBP/XAA RF265ABBP RF265ADPN/XAA RF265ABPN RF265ADWP/XAA RF265ABWP RF266ADBP/XAA RF266ABBP RF266ADPN/XAA RF266ABPN RF266ADRS/XAA RF266ABRS RF266ADWP/XAA RF266ABWP RF267ADBP/XAA RF267ABBP RF267ADPN/XAA RF267ABPN RF267ADRS/XAA RF267ABRS RF267ADWP/XAA RF267ABWP RF26VADBP/XAA RF26VABBP RF26VADPN/XAA RF26VABPN RF26VADWP/XAA RF26VABWP RF268ACBP/XAA RF268ABBP RF268ACPN/XAA RF268ABPN RF268ACRS/XAA RF268ABRS RF268ACWP/XAA RF268ABWP RF263AEBP/XAA RF263AEBP RF263AEPN/XAA RF263AEPN RF263AERS/XAA RF263AERS RF263AEWP/XAA RF263AEWP RF266AEBP/XAA RF266AEBP RF266AEPN/XAA RF266AEPN RF266AERS/XAA RF266AERS RF266AEWP/XAA RF266AEWP RF267AEBP/XAA RF267AEBP RF267AEPN/XAA RF267AEPN RF267AERS/XAA RF267AERS RF267AEWP/XAA RF267AEWP RF26XAEBP/XAA RF26XAEBP RF26XAEPN/XAA RF26XAEPN RF26XAERS/XAA RF26XAERS RF26XAEWP/XAA RF26XAEWP REMARK BASIC BASIC BASIC BASIC BASIC BASIC BASIC BASIC BASIC BASIC BASIC BASIC BASIC BASIC INVERTER INVERTER INVERTER INVERTER INVERTER INVERTER INVERTER INVERTER INVERTER INVERTER INVERTER INVERTER INVERTER INVERTER TIM TIM TIM TIM TRANSFORM TRANSFORM TRANSFORM TRANSFORM TRANSFORM TRANSFORM TRANSFORM TRANSFORM TRANSFORM TRANSFORM TRANSFORM TRANSFORM TRANSFORM TRANSFORM TRANSFORM TRANSFORM

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Another look at Redo

Adam Vogel
Product Support

Redo, recall, do over; or whatever else you call it, spells bad news for customers, service centers, and Samsung. In todays tough economy, sharpening service skills is paramount in maintaining a low turnaround time, a high first time fix ratio, and of course a low redo percentage. Everyone knows what turnaround time and first time fix are, but does everyone know what redo is and how its calculated? Q. How does redo occur? A. - Many ways, which include improperly identifying the original problem, insufficient testing after service, improper service procedure, and improper claim submission. Q. How is redo calculated? A. Take the number of redo bills you have worked on in a 90 day period. Divide that number by the total number of warranty bills for that same 90 day period. Multiply that number by 100 and you will have your overall redo percentage. Q. Does the defect have to be the same to incur the redo? A. No. The defect can be totally different from the initial call. The chances of this are very small, and Samsung firmly believes if you properly troubleshoot the original symptom and properly test or age the product after service, you will greatly reduce these redos from happening. Q. Sometimes Im the second servicer to work on a unit within 90 days. Will I get a redo then? A. NO. Since you are the second servicer to work on the unit, you will not receive a redo. Our Warranty Department will research the original servicer and charge them with the redo on this unit. Please be aware though, if there is an additional third call, and you were the last servicer to work on the unit, you will receive a redo. Q. When our company services a product, we normally run a call to troubleshoot the unit, submit a claim, then run a second call to install the parts and submit another warranty bill to update the parts information. Will we receive a redo for that? A. Absolutely yes. The correct procedure would be to troubleshoot the unit as best you can based on customer and call center ticket information. From these details you should be able to get an idea of what the problem is. You then would order the appropriate parts and head to the call. If you find the information wasnt correct, you then have the ability to PEND the call and order the correct parts. Once the correct parts come in, you can then service the customer and complete the call in one ticket, hence avoiding needless redo claims. Q. If the same part fails on a unit, is that a redo? A. Unfortunately yes. If this does happen, you can contact your RSE to make note that this happened. If Samsung sent you a defective part, we need to know in order to correct this issue. Q. What if one of the calls on the unit has No Defect Found (NDF). Is that still a Redo? A. Yes. Though we still try to stop all unneeded calls at the call center, some still do slip through. To prevent you from wasting time going to a customers house, we have implemented the Phone Fix program in which you can walk a customer through a fix over the phone. As a reward for doing this, you will be compensated for your fix and have an opening to run a real service call for another potential customer. A win-win-win for everybody (customer, servicer, and Samsung).

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Q. Who can I turn to for guidance on preventing redos? A. Obviously our tech support line is open and ready for any troubleshooting questions you may have. Also know that you can send an email to productsupport@sea.samsung.com with any questions or rare circumstances and we will be happy to help you. When a redo occurs, nobody wins. The customer is inconvenienced by taking two days from their personal schedule. The customers impression of Samsung is damaged. And more importantly for you as the servicer, you will have to designate two service appointments to complete a single call which isnt very productive. If this situation becomes more and more a trend, Samsung will be forced to lower your warranty work, therefore giving your potential work to others. Samsung doesnt want this to happen and, more importantly, is here to support you. If you ever have any questions regarding a call, billing process, parts ordering process, etc. there is always someone you can turn to for guidance. Please see the instructions below on how to locate all the contact numbers you need.

1. Click on Warranty/Parts.

2. Scroll Down.

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3. Click on Contact Us.

4. Viola, contacts for every situation!!!!

Here you can click on all the different headings: 1. Office Contacts 2. RSEs 3. Other Contacts 4. Tech Support/Training

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Help the Customer Get the Most from their New Dishwasher
Louis Picchione
Assistant Manager Product Support

Todays dishwashers are far more advanced than ones from the past. However, while cleaning, quietness, and energy efficiency have improved substantially, many customers have questions about the operation of their new dishwasher. Here is some knowledge to help you get them the most out of their new dishwasher. Most dishwashers run longer: Old dishwasher cycle times were approximately 45 to 60 minutes, while most models purchased today require over two hours to complete a cycle. The biggest reason for this increase in time has to do with the composition of modern detergents. Older dishwasher detergents were phosphorous based and very potent, however they were not as environmentally safe. Modern detergents are much more environmentally safe, but are weaker at cleaning. To compensate for weaker detergents, most dishwashers must run for longer to properly clean. Contrary to most peoples beliefs, todays dishwashers are still substantially more energy efficient; even with longer cycles. In fact, part of the impaired cleaning suffered by older dishwashers stems from the fact that their programs were calibrated for a much stronger detergent, and did not run long enough to properly clean. Prewashing: Another component of modern dishwasher detergents is that the cleaning enzymes are activated by residual proteins found in leftover foods. If you have cleaned all or most of the food off of your dishes, the enzymes in your detergent cannot activate and stay in their crystal format. This is one of the factors that contributes to etching and fogging of glassware. Most customers give little thought to their dishwasher. They just load the dishes, add the detergent, and turn it on. But a bit of planning goes a long way toward keeping dishes and utensils in their best shape and getting them as clean as possible. Show the customer where the dishwashers water distributors are and instruct them to load their dirtiest dishes near them. With this knowledge, the customer will be able to arrange their dishes to get them as clean as possible. Also, remember to tell the customer to adjust the washing cycle depending on what they put in the dishwashera heavy-duty cycle for pots and pans, a gentle cycle with cooler water for fine china and crystal. 1. Make sure silver and stainless steel are separate. Their metals can be damaged if they touch. A chemical reaction can cause staining on the silver. 2. .Place pots, plates, and heavy-duty dishes on the lower rack. Heat and water pressure are more intense there. 3. Stagger small plates with large ones. 4. Load pots, pans, and large cookware on the sides. Delicate glasses and dishes go on the top rack. 5. Place glasses and mugs in rows between prongs. 6. Place bowls down the center of the top shelf. 7. Make sure no items touch or they may get chipped. Instruct the customer not to put the following items in the dishwasher: Pewter, brass, and bronze: It will tarnish. Wood: It may warp or crack. Cast iron: The seasoning is lost and the iron rusts.Gold-plated flatware: It will become discolored.

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Fast Track Troubleshooting

Jim Swift
Manager RTSC

One of the items that technicians working on Samsung appliances have often requested is a model specific troubleshooting sheet. Over the past few weeks, we have developed a new tool to assist technicians in the home servicing of refrigerators. We have compiled the diagnostic procedures, error codes, and component verification procedures into one document that can be printed and carried into the home. In addition, we have included the board layout with a wiring diagram. This document is called Fast Track Troubleshooting and can be retrieved by accessing the model specific tech tips on GSPN. Each Fast Track manual contains specific information to aid the technician in accessing test procedures and decoding error code information. These manuals are between 4 and 8 pages long for easy downloading. We started with the 2009 refrigerators and will be adding Laundry and Dishwasher products over the next few weeks. Special thanks to Rich Robbins who spent most of the last six weeks compiling and generating this material.

Fast Track Troubleshooting Manual

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Confirming if the Service Order (SO) is covered by Warranty

Jet Nyamwange
Warranty Dept.

Samsung Policy on Warranty Repairs for each product is limited according to Warranty Information provided with each model. The Manufacturers Warranty covers normal component failure and/or workmanship for the Original Purchaser and is Non-Transferable. Note: Physical damage, products sold As IS, preventive maintenance or tampered units, or previously repaired by Non Samsung ASC arent covered. Repair Warranty Status may include: End User (Consumer) Dealer Stock Repair (SR) Refurbished Products (RB)

The Ultimate Responsibility for Confirming Warranty Status isYOU The Samsung Authorized Service Center (ASC) is responsible for determining the warranty status of the product you repair. Consumer Warranty Term: How do you determine a Models / Products Eligibility for Warranty Repairs? Log into GSPN (link): http://service.samsungportal.com 1. Confirming BASIC Warranty Information by Model do the following

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2. Confirming Warranty Status in a Dispatched SO / Ticket Number? Access SO & Scroll down to The Service Tracking Section (capture) Service Tracking Located in the SO you are repairing:

Bill of Sale will be requested by the Warranty Department to validate consumer warranty term especially when there is a discrepancy with the Date of Purchase given or the Product is over 2 Years Old. Dealer SR Warranty Term Stock units are eligible for 2 repairs within 2 years from the date of manufacture. This means any repair, including parts only. Any unit older than two years or with more than 2 repairs (whichever comes first) is the responsibility of the dealer. Note: No defect found (NPFD, NPRB), cleaning (CLEA, CLEN), customer education (CUST), and Cosmetic Repairs are not covered as Dealer Stock Repairs and are the responsibility of the dealer. How do you determine if unit is Eligible for Dealer Stock Repair? Using GSPN: 1. On the default page for GSPN (http://service.samsungportal.com), click USA. See below. Clicking USA opens a new window to enter a serial number.

Samsung Tech Talk 14

2. In the new window, enter the serial number of the repair unit. 3. Number of Stock Repairs previously done on the unit appears under # Stock Repair

Major Key factors to keep in mind: Always confirm the Date of Purchase by requesting a Bill of Sale (BOS) for your records. If Product is in Warranty by Date of Manufacture (DOM) which is Period from DOM Plus 60 days) no Date of Purchase (DOP) is required. DOP is Mandatory for products that are older than 1 year + 60 days (DOM ++ Rule). BOS is mandatory for products that are over 2 years old. Be familiar with Samsung Serial Number and the digits that represent production month & year, especially if you service Dealer Stock Repair Units.

Warranty Claim Concerns: 1-800-849-2198 option 8 Parts Accounting: 1-800-849-2198 option 6 GSPN Help Desk: 1- 888-341-2564

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New On-Demand Induction Range Training now Online

Paul Pieri

Trainer - RTSC The new FTQ307 induction range self paced training course and certification exam is now available on the Plus 1 training web site. The address is: http://my.plus1solutions.net/clientPortals/samsung/ Go to the training page. Under Appliances and On-Demand, there will be the 2009 Induction Range Training complete with a document to download to follow along as you complete the training modules.

There are six modules included in this training that can be completed at the leisure of the technician. Remember to activate the audio on your computer. This is a multimedia presentation as are all of the Plus 1 training courses. If you have not registered with Plus 1, now is a good time. There is plenty of training material there to enhance your knowledge on Samsung products.

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2009 Home Appliance Training Schedule

You can always obtain the most up to date training list by sending an email to training@sea.samsung.com.

The training for 2009/ 10 will focus on new model Refrigerators, Laundry, Ranges and Dishwashers. This includes troubleshooting and repair procedures for the new Inverter compressor, Induction range, Steam laundry products as well as common failures and best repair practices.

Date 10/13/2009 10/14/2009 10/15/2009 10/20/2009 10/22/2009

City Chicago, IL Chicago, IL Peoria, IL Portage, WI Minneapolis, MN

Local authorized service centers will receive an invitation by email automatically; please keep your ASC profile up to date so you will receive the most up to date training details. Be advised that we invite all ASCs within a 100 mile zip code radius of the training location. You may be invited to more than one training city. More training dates will be added in the next few weeks.

You can reserve your seat in training by emailing training@sea.samsung.com.

If you are willing to host up to 20 of your fellow local service professionals and have the floor space we will consider providing training in your facility. Please contact training@sea.samsung.com for more information.

Additionally Home Appliance training is available on-demand 24/7 at https://my.plus1solutions.net/clientPortals/samsung/.

We have recently added on-demand training for the AW series Refrigerators and the Induction range which includes circuit descriptions and troubleshooting information.

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Samsung Search
Respond with your answer to training@sea.samsung.com, Youll be entered into a drawing for a Samsung T-shirt. One entry per tech, please.

GC LD E I RN C N B OE EREE NES E Z S C T I E RV F T I E C N O P O I P RER I NS E S C NHL S T L O B GN I P P I H S TO I S O I R P E NA T P L DN T S E L P G RMCO E SGS Z TOE E AN S T I KL E L CYC N I P S K CN E N F HV P I H L T O P RG S D I E R I I G GO F I S O H OCC C P L OC T H E RMOB I M E T A L
1. 3. 5. 7. 8. SpinCycle ThermoBimetal LevelingLegs Cooktop Hinge 2.Freezer 4.ShippingBolts 6.PreRinse 8.MainPCB 10.DefrostSensor

This information 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.

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