Samsung DV350AER/XAA User Manual download pdf

Samsung Electronics America

February 2011 Volume 5, Issue 2 Home Appliances Newsletter

Samsung Tech Talk

Inside this issue:

Your source for service information

Redo Reduction 1

Samsung: The #1

Brand of French

Door Refrigerators

Keep the R-134

Clean and Dry—

Replace the Filter

Dryer

Testing an Induction

Cooktop

Replacing the Wash-

ing Machine Induc-

tion Motor

Extending the

Washer Inlet Hose

Advance Refrigerator

Troubleshooting

Tools

GSPN Updates

Improve Your Redo

Ratio—NOW!

Dealer Stock War-

ranty claims

Redo Reduction

Wes Sirois

Assistant Manager, Triage Lead

As most business owners will attest, re-

peat service calls, or Redo‟s, continue to

be a major reason for customer dissatis-

faction with the service experience, and

just as important, for lost revenue for the

servicer.

Samsung defines a Redo as a repeat ser-

vice call conducted on an appliance within

90 days of the initial visit. The target for

every service company is to keep Redo‟s

to less than 4.75% of their warranty claim

volume. As an authorized service agent

for Samsung, this is one of your KPI‟s

(Key Performance Indexes). So, if a ser-

vice call was paid as a warranty claim,

Samsung will not pay for a second repair if

it occurs within 30 days, even if it is for a

different complaint. If another service

company is dispatched to perform the sec-

ond call, Samsung will pay that company,

but a Redo is recorded against the initial

servicer. If the second call occurs within

90 days, but over 30 days from the first

visit, a warranty claim may be paid, how-

ever the Redo will still be charged against

the first company‟s KPI. As you can see,

when a repeat service call occurs, every-

one loses.

So what can a service company do to re-

duce the number of Redo‟s and to help

improve their KPIs? Here are some best

practices that have worked for many ser-

vice companies:

1. Make sure that your technicians‟

knowledge is up to date. Properly pre-

pared technicians should be able to

diagnose and repair a unit correctly the

first time. When training is offered, it is

imperative that technicians attend, es-

pecially when new products are intro-

duced. In addition to classroom type

training, Samsung offers technicians a

variety of resources to help them with

their daily job performance. Fast Track

manuals, service bulletins, service

manuals, and training videos can all be

found on GSPN.

2. Samsung products incorporate a wide

variety of electronic components. To

properly diagnose these products,

technicians need to have the proper

tools, such as a good digital volt-

ohmmeter (with needle-type test leads

to properly read resistance or voltage

within small connectors), some form of

temperature tester, and a wiring dia-

gram or Fast Track manual for the unit

they are servicing. When a technician

can correctly determine the needed

component, multiple part orders can be

kept to a minimum and a Redo can be

prevented.

1 2 3 4 5 6 ... 16 17

Summary of Contents

Page 1 - Samsung Tech Talk

Samsung Electronics America February 2011 Volume 5, Issue 2 Home Appliances Newsletter Samsung Tech Talk Inside this issue: Your source for servic

Page 2 - Redo Reduction

Page 10 Volume 5, Issue 2 Home Appliances Newsletter Samsung Tech Talk Advanced Refrigerator Troubleshooting Tools Jim Swift HA Product Sen

Page 3

Page 11 Volume 5, Issue 2 Home Appliances Newsletter Samsung Tech Talk Advanced Refrigerator Troubleshooting Tools continued Safety Pins Th

Page 4 - Testing An Induction Cooktop

Page 12 Volume 5, Issue 2 Home Appliances Newsletter Samsung Tech Talk Did you know that rejected warranty claims count against your Redo R

Page 5

Page 13 Volume 5, Issue 2 Home Appliances Newsletter Samsung Tech Talk Searching by Samsung Warranty Claim Status You can also search by Wa

Page 6

Page 14 Volume 5, Issue 2 Home Appliances Newsletter Samsung Tech Talk Updating Your Warranty Bill with New Parts If the claim in question

Page 7

Page 15 Volume 5, Issue 2 Home Appliances Newsletter Samsung Tech Talk Stock Repair (SR) claims are repairs you perform for dealers. These

Page 8

Page 16 Volume 5, Issue 2 Home Appliances Newsletter Samsung Tech Talk Dealer Stock Repair Warranty Claims continued All Serial Numbers MUS

Page 9

Page 17 Volume 5, Issue 2 Home Appliances Newsletter Samsung Tech Talk Dealer Stock Repair Warranty Claims continued Billing Your Warranty

Page 10 - Page 10

Redo Reduction continued Page 2 Volume 5, Issue 2 Home Appliances Newsletter Samsung Tech Talk 3. Once a repair is completed, the technici

Page 11 - GSPN Updates

Keep The R-134a Clean and Dry – Replace The Filter Dryer Paul Pieri, Trainer—RTSC Tony Ippolito, Manager, HA Tech Support Page 3 Volume 5, Issue

Page 12 - Page 12

Page 4 Volume 5, Issue 2 Home Appliances Newsletter Samsung Tech Talk Relying on a customer‟s cookware is not always the best way to test w

Page 13 - Status Description

Replacing the Washing Machine Motor Assembly Tony Perkins Regional Technical Trainer Page 5 Volume 5, Issue 2 Home Appliances Newsletter Sa

Page 14 -  Hold by Samsung

Replacing the Washing Machine Motor Assembly continued Page 6 Volume 5, Issue 2 Home Appliances Newsletter Samsung Tech Talk Below is a lis

Page 15 - Page 15

Extending The Washer Inlet Hose Louis Picchione Assistant Manager—HA Page 7 Volume 5, Issue 2 Home Appliances Newsletter Samsung Tech Talk

Page 16 - Page 16

Page 8 Volume 5, Issue 2 Home Appliances Newsletter Samsung Tech Talk Many technicians normally associate refrigeration with making cold ai

Page 17 - Page 17

Page 9 Volume 5, Issue 2 Home Appliances Newsletter Samsung Tech Talk sor. The heat that is absorbed by the evaporator during the cooling c

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Samsung DV350AER/XAA User Manual

Browse online or download User Manual for Electric laundry dryers Samsung DV350AER/XAA. Samsung DV350AER/XAA User manual [en] [it] [nl]

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