Volume 4, Issue 10 Home Appliances Newsletter
October 2010
Samsung Electronics America
Samsung Tech Talk
Your source for service information
Announcing GSPN Changes
Inside this issue:
Announcing GSPN
Changes
1
Measuring Resistance or Voltage on
Appliances Made
Easier
2
Dryer “DE” Code
Error
4
Icemaker Testing
Procedures
6
Troubleshooting the
Upper and Lower
LED on the
RS267TD
9
My Refrigerator is
Making a “Sound”
10
GSPN Updates
11
2010 Home Appliance Training
12
Samsung’s Halloween Haunters
13
Joe Ramos
RSE East
Hello Samsung Service Network!
December will soon be upon us and volume is about to pick up. As part of Samsung’s continuous efforts to provide a user
friendly web portal, we are announcing the
following changes to GSPN:

GSPN’s Pending categories will be
modified to more accurately represent
the situation with the file.

Waiting for repair will now be Waiting
for Part Arrival.

Waiting to be rescheduled will now be
Action Required!

Action required is when a ticket is removed from a prior pending status and
has an update from Samsung, with
notes on how to resolve your current
pending tickets issue.
We have also changed our KPI to meet our
customers’ expectations better:

Tickets must be ACKNOWLEDGED
within 2 days of receipt of the service
order.

Ticket must be confirmed or placed in
a pending status within 2 days of ticket
acknowledgment.

If the ticket is not completed within 2
days after the confirmed date, you
must update the ticket for the proper
reason. EX: complete, pending parts,
etc.
Please keep in mind our goal for LTR is
less than 5%. This new process will help
meet this goal. Remember this is a function of all the tickets you have claimed to
have a TAT over 7 days. Do not confirm
a schedule date unless you are sure that
you will visit the customer on that date. If
you input a false date, your TAT will start
improperly.
If you have any questions, please contact
your RSE.
Volume 4, Issue 10 Home Appliances Newsletter
Samsung Tech Talk
Measuring Resistance or Voltage on appliances Made Easier
Paul Pieri
Trainer—RTSC
Making resistance or voltage measurements on a laundry or refrigerator product can be challenging if the probes of the
meter are too large to fit into the connector to reach the connecting pin. Here are some ways to make the process easier.
Some meter manufacturers have special meter probe tips made specifically to insert into a connector to reach the metal
pins.
A less expensive alternative is to carry a pair of safety pins. Insert the pins into the connector, and then clip the meter’s
alligator clips to the other ends to make a measurement.
You can also remove the hold down clip.
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Volume 4, Issue 10 Home Appliances Newsletter
Samsung Tech Talk
Measuring Resistance or Voltage on appliances Made Easier
continued
To remove the hold down clip, spread its end hooks, and then pry the plastic holder out of the connector.
End Hooks
This will allow more room to insert the normal meter probes, often enough for the probes to make contact for a measurement.
Page 3
Volume 4, Issue 10 Home Appliances Newsletter
Samsung Tech Talk
Dryer “DE” Error Code
Louis Picchione
Assistant Manager—HA
Symptom: The dryer shuts down and displays a “dE” error code. The customer can open the dryer door, restart the unit
and it operates, but after operating for a short period of time, the same failure code occurs.
Cause: The door knob that makes contact with the door switch has been reduced in length. If the door moves slightly,
the door switch releases just enough to cause the dryer to stop and display the “dE” error code. To resolve this problem,
you must replace the door.
Two Temporary Fixes
You can fix this problem temporarily by applying small plastic bumpers to the door knob. This will allow the customer to
operate the dryer until the door is replaced. Just remove one of the small plastic bumpers and stick it on the end of the
door knob. The bumper will extend the door knob far enough to work as a temporary fix until you can replace the door.
Page 4
Volume 4, Issue 10 Home Appliances Newsletter
Samsung Tech Talk
Dryer “DE” Error Code
continued
As an alternative, you can also insert a small screw into the door knob as a temporary fix. Drill a small hole in the door
knob and insert a small screw. This will also allow the customer to operate the dryer until you can replace the door.
Note: Both of the repair procedures shown above will allow customers to operate their dryer, but the fix is only temporary. For a proper repair, you must replace the door.
Page 5
Volume 4, Issue 10 Home Appliances Newsletter
Samsung Tech Talk
Icemaker Testing Procedures
Jim Swift
HA Product Senior Manager
Icemaker problems are one of the most common repair issues we encounter. Listed below are a few tests and procedures that you should perform whenever you are dispatched on this type of call.
1. Water test
a. Dispense at least 8 cups of water. This will purge air from the system and fill the reservoir with water only.
b. Remove the water filter and dispense a cup of water. Compare the water pressure with and without the filter.
The speed at which the cup fills should not change much. If the cup fills much faster with the filter removed,
it is a good indication that the filter is clogged.
c.
Inspect the water line connection at the rear, the filter fitting, the door guest fittings, and the dispenser. and
look for water leaks or signs of air infiltration. The water reservoir should be FULL of water with no air. Additionally, pressing the water dispenser should yield no air, only water. Spurts or delays in dispensing indicate
air in the lines.
d. Verify the dispenser lever operates smoothly and returns to the front after it is pushed.
e. A block of ice in the ice bucket can be caused by a dripping icemaker supply valve or by a bad ice maker
temperature sensor causing premature harvest.
2. Ice maker mechanism test
a. Press and hold the icemaker test button to verify the mechanism harvests properly. Depending on the icemaker style, you may have to hold the button for up to 30 seconds.
b. Press the ice dispenser lever and listen for the auger motor and verify the auger spins freely. Toggle the ice
type settings and verify that the solenoid switches from cubed to crushed or vice versa.
c.
Inspect the icemaker dispenser chute (where applicable) and make sure the flapper creates a tight seal.
d. Remove the ice bucket and inspect the bucket for cosmetic issues and reinstall it, making sure it fits securely.
3. Cooling Test
a. Access Forced Operation mode and verify the compressor and fans are running. (Note: You will need to
tape the door switches down.) While the fans are running, use a non-contact thermometer to verify cool air is
flowing freely through the freezer and fridge side vents and especially over the icemaker assembly (where
applicable). After this test is complete, close the doors but continue to run the unit. On models with a dedicated Ice room, make sure that fan and sensor are operating properly.
b. Measure the temperature at the ice maker assembly. It should be between 0 and 15 degrees F.
c.
Page 6
Measure the Ice maker sensor voltage at the main PCB. Compare the voltage level to the measured temperature using the following table. Incorrect values can cause harvest delays or premature harvests.
Volume 4, Issue 10 Home Appliances Newsletter
Samsung Tech Talk
Icemaker Testing Procedures
continued
i.
Heated Mold Ice makers harvest at ~ 15 degrees F.
ii.
Flex Tray Icemakers harvest at ~1 degree F.
The table below applies to all the temperature sensors including the icemaker sensor.
Temperature
Resistance (ohms)
Voltage (V)
-5.8°F
33788
3.858
-4.0°F
32230
3.816
-2.2°F
30752
3.773
-0.4°F
29350
3.729
1.4°F
28021
3.685
3.2°F
26760
3.64
5.0°F
25562
3.594
6.8°F
24425
3.548
8.6°F
23345
3.501
10.4°F
22320
3.453
12.2°F
21345
3.405
14.0°F
20418
3.356
15.8°F
19537
3.307
17.6°F
18698
3.258
4. Door Test
a. Make sure the door is sealing properly around the perimeter. Use a slip of paper to make sure the seal is
airtight.
b. Inspect the door alignment and make sure the doors are level and are opening and closing properly.
c.
Where applicable, make sure the ice room door is latching properly.
5. Customer education
a. The first few buckets of ice on a new refrigerator should be discarded as the ice might contain sediments
from the water line.
b. If the unit is brand new or has been off for more than eight hours, it will take much longer to harvest because
the freezer or ice room compartment is warmer than normal.
c.
Under optimal conditions, Flex Tray plastic ice maker designs will harvest ice once every 90 minutes.
d. Under optimal conditions, Heated Mold ice maker designs will harvest ice once every 60 minutes.
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Volume 4, Issue 10 Home Appliances Newsletter
Samsung Tech Talk
Icemaker Testing Procedures
continued
e. Ice production will be slowed by the introduction of warm air from door openings.
f.
Ice production will be stopped when the sensor lever on the ice maker assembly is pushed upward. If the ice
cubes create a pyramid shape, this can stop the ice production prematurely. Dispensing a few cubes occasionally will redistribute the ice.
g. If you have selected crushed ice recently, it is normal for the next dispense to include a few broken cubes.
h. Flex tray plastic icemakers will produce broken cubes on occasion because the tray has to flex to harvest
the cubes.
6. Water FAQ
a. Small cubes are usually caused by a clogged filter, a restricted water line, or low water pressure.
Please Send Us Your Comments!
Something you’d like to see in the Samsung Tech Talk Newsletter? If there is a topic/issue we haven’t covered that you’d
like us to write about, LET US KNOW!
Please send your comments to: [email protected]
Page 8
Volume 4, Issue 10 Home Appliances Newsletter
Samsung Tech Talk
Troubleshooting the Upper or Lower LED on the RS267TD
Tony Ippolito
Manager HA Technical Support
To troubleshoot the Upper or Lower LED on the model RS267TD refrigerator, follow these steps:
1. Open the refrigerator door to determine if the Upper or Lower LED is not working.
2. On the Main Board, check for 5 volts DC at CN78; Lower: Pins 3-5, Upper: Pins 4-5.
3. If the voltage is missing, replace the Main Board Assembly.
4. Check the connectors on the Evaporator Assembly. Check for 5 volts DC.
5. If the voltage is present, replace the LED Assembly.
Note: The customer may state that a portion of their LED lighting in their refrigerator looks dark. They assume
that a light or two must have burned out. The RS265 and RS267 do have a dark looking appearance at the top
of the refrigerator's LED light strip, but this is normal (see image below).
Refrigerator LED (Upper/Lower)
Main Board Connector CN78
See Note
Upper LED
Lower LED
Samsung Electronics America
85 Challenger Road
Ridgefield Park, NJ 07660
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 nontechnical individuals of possible dangers in attempting to service a product. Only experienced professional technicians should repair products powered by electricity. Any at-
Phone: 201-229-4251
tempt 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 9
Volume 4, Issue 10 Home Appliances Newsletter
Samsung Tech Talk
My Refrigerator is Making a “Sound”
Jim Swift, Rich Robbins, and Steve Polzin
HA Product Senior Manager, Technical Instructor, Appliance Tech Support Specialist
All newer, high efficiency refrigerators, including Samsung’s, make various sounds that customers might not be used to.
In most cases, these sounds are intermittent and rarely reveal themselves when you are in front of the refrigerator. More
often than not, the intermittent sounds are normal. A clear understanding of where and why these sounds originate will
prepare you to evaluate and resolve any sound related complaints. Notice throughout this paragraph the word “noise” is
not used. Oddly enough, “sounds” are considered to be part of normal operation to most people. “noises” are not considered normal.
Sealed System Related Sounds
Samsung’s innovative dual evaporator design maximizes heat transfer. This simply means
these models are more efficient at removing heat from inside of both compartments and
transferring it into the condenser. Newer, high efficiency refrigerators use about 1/3 the
amount of refrigerant than older designs. Consequently, the compressors run faster to
move the refrigerant faster to achieve the same amount of cooling as older, less efficient
designs.
Much of Samsung’s high side (condenser) tubing is located
inside the liner where the heat is used to prevent condensation from forming around the doors. This is a key part of the energy efficient design
because it eliminates the need for traditional electric heaters. When the compressor
pumps refrigerant through the system, the refrigerant changes state from a hot gas to a
liquid and then back to a cool gas during the refrigeration process. During this process,
the refrigerant is actually boiling under pressure and creates sounds often described as
gurgling or hissing. Also, temperatures can vary from -20° F on the evaporator coils to
more than 150° F in the condenser coil, creating sounds described as popping, snapping, clicking, or cracking as the internal tubing expands and contracts from the heat
transfer. Customers can hear similar sounds during the defrost operation when a heater
engages to melt frost off the evaporator coil.
Besides the compressor, the condenser fan and the evaporator fans moving air inside and outside the unit create sound.
The evaporator fans can come on by themselves or with the compressor. The unique design of the inverter compressor
operates in a slightly different way compared to traditional models. The inverter compressor is designed to run longer but
at a slower speed. Most of the power consumption in a refrigerator occurs at compressor startup. The inverter design
does not start as often, instead maintaining temperature control by running longer at a slower speed.
Ice Maker Related Sounds

A Hum or Click sound - This can occur when the icemaker fills with water.

Loud Banging Sound - This often occurs when the ice maker dumps ice cubes into the ice bucket, especially one
that is not full. Depending on the icemaker type, this sound can occur every 60 – 90 minutes.
Using the icemaker test button and forced operation mode, you can reproduce these sounds quickly. Forced operation
mode makes the compressor and the fans come on. Inverter models offer additional tests allowing you to change the
Page 10
Volume 4, Issue 10 Home Appliances Newsletter
Samsung Tech Talk
My Refrigerator is Making a “Sound”
continued
compressor speed. Access these modes and listen for any unusual sounds. Be advised that the evaporator fans will not
come on if the door switches are open. The icemaker can also be tested using the harvest test button. Press and hold the button to reproduce the sounds related to ice harvests. You may have to hold the button up to 8 seconds depending on the icemaker
type.
If you hear a sound that is not normal and can be reproduced, inspect the compressor
mounts, the condenser mounts, and the refrigerant lines. On occasion, there are units
where the refrigerant lines are not routed properly or the insulation is missing. The refrigerant lines vibrate or bang against the refrigerator cabinet or each other. Also check the mounts of the evaporator
assemblies. Check the evaporator fans for ice buildup, loose fan blades, and improper mounting. Also check the evaporator cover where it meets the liner for a tight secure fit.
There are only a few things that can make sounds in a refrigerator and all of these can be accessed at any time. If the
sound does not occur in forced operation mode or in icemaker test mode, chances are the sound is coming from some
other source.
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 September, 2010
Bulletin Number
Subject
Applicable Models
ASC20100920001
Door Handle Parts change
RS261MDPN/XAA
RS261MDRS/XAA
RS263TDPN/XAA
RS263TDRS/XAA
RS265TDPN/XAA
RS265TDRS/XAA
RS267TDPN/XAA
RS267TDRS/XAA
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.
Page 11
Volume 4, Issue 10 Home Appliances Newsletter
Samsung Tech Talk
2010 Home Appliance
Training
Samsung Training Tour 2010
Coming to a city near you!
Samsung has introduced a new concept in training and service: A mobile training facility. The mobile training facility will
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 mile zip code radius of the training location. You may be invited to more than one training
city.
You can reserve your seat in training by emailing
[email protected].
Additionally, Home Appliance training is available on-demand 24/7 at https://my.plus1solutions.net/clientPortals/
samsung/
Home Appliance training on the Samsung mobile training facility is planned for the following areas:
Date
City
Date
City
November 2, 2010
Columbus, OH
December 2, 2010
Philadelphia, PA
November 4, 2010
Cleveland, OH
December 7, 2010
Baltimore, MD
November 9, 2010
Pittsburgh, PA
December 9, 2010
Washington, DC
November 11, 2010
Syracuse, NY
December 14, 2010
Richmond, VA
November 16, 2010
Boston, MA
December 16, 2010
Raleigh, NC
November 18, 2010
Long Island, NY
November 30, 2010
Northern NJ
Page 12
Samsu ng El ect ronics Am eric a
Samsung Electronics America
SAMSUNG’S Halloween Haunters
Directions: Find the name of the Haunters pictured below in the letter square. Names can go left to right, right to left, up
and down, or diagonally and share letters. The solution is on the following page.
L W S S B W S SO L D P RGN
N I ETS N EKN A R F EAZ
E T V AM P I R E C HW K NN
A C ME T A B L E L V L I EG
T H E I D S MF BWE N E HO
G O V T T N OO E O O T E A N
L O L I H T ZHE EG L OL S
R H OA B R I KGH E E F NE
7
Page 13
1.
2.
3.
4.
5.
6.
8.
9.
10.
Samsu ng El ect ronics Am eric a
Samsung Electronics America
SAMSUNG’S Halloween Haunters: Solution
L W S S B W S S O L D P RGN
N I E TS N E K N A RFEAZ
E T V A M P I R E C HWK N N
A C M E T A B L E L V L I EG
T H E I D S M F B W E N E HO
GO V T T N OO E O OT EAN
LO L I H T Z H E E GLOLS
RH O AB R I K G H EE FNE
Page 14
1.Skeleton
6.Werewolf
2.Vampire
7.Zombie
3.Bat
8.Ghost
4.Devil
9.Witch
5.Frankenstein
10.Goblin