Samsung Tech Talk 1

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Samsung Tech Talk Your source for service information.

Volume 3, Issue 9 Consumer Electronics Newsletter September 2009

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 effort 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.

I N S I D E T H I S I S S U E

1 Redo It affects us all 8 Another look at Redo

2 News from the Zone 11 Alternative to Signal Generators/Use CARE

4 Parts Department Updates 12 Confirming if the SO is covered by Warranty

5 7

Top Repair Tips

GSPN Updates

15

16

Training Updates

Samsung Crossword

Samsung Tech Talk 2

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, so lets work together!

Youve probably seen by now that weve adjusted the regions that our 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?

The CE side is expected to remain at the same level because of DLPs going out of warranty and LED TVs having high

reliability.

Home Appliances are growing in numbers and expanding in the market place. Samsung Appliances are being sold at

many national chains (Sears, Lowes, Menards, etc) and locally. Thus, there should be an increase of 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 causes 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.

Samsung Tech Talk 3

Scroll down to the inquiry section and spill the beans.

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! ____________________________________________________________________________

Northwest Zone- Linda Knudsen One of our ASCs in Portland Oregon encountered an interesting damage situation on a stock repair unit. Heres the

tech's amazing story:

I just thought you would like to hear about this. I received a UN46B8000XFXZA in for service from Video Only in

Seattle. The set is physically damaged to say the least. The entire panel is bent! If you lay the TV down on a bench

(face down) it is bent so much that you can slide your hand under the high point of the bend. You can see creases in

the back cabinet. That's not so bad. We see physically damaged merchandise from time to time. The truly amazing

thing about this is that the set is pretty much in perfect operating condition!!!!! You can see a little glow at the bottom of

one part of the screen at the worst part of the bend that's hardly noticeable during operation. I'm truly impressed to see

this work. I've attached a photo shown from the top showing the damage. This is quite a testimony to how much these

things can take and still survive. I don't know of any Plasma or LCD that could take this much abuse and work. Just

thought you would like to see this. Submitted by Terry Pinto of Sharper Video.

Samsung Tech Talk 4

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. Shortships2. Overshipments3. Damagedparts4. 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 field 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.

Samsung Tech Talk 5

Top Repair Tips Jorge Tavora Manager Tech Support Model: LN52A630M1FXZA Symptom: Vertical lines

Cure: Replace panel

Models: LN19B360C5DXZA,LN19B360C5DXZC,LN22B360C5DXZC,LN22B360C5DXZA,LN26B360C5DXZC,LN26B360C5DXZA,LN32B360C5DXZA,LN32B360C5DXZC,LN19B361C5DXZA,LN19B361C5DXZC,LN22B460B2DXZC,LN22B460B2DXZA,LN26B460B2DXZA,LN32B460B2DXZC,LN32B460B2DXZA,LN32B530P7FXZC,LN32B530P7FXZA,LN37B530P7FXZA,LN37B530P7FXZC,LN40B530P7FXZA,LN40B530P7FXZC,LN40B530P7NXZA,LN46B530P7FXZA,LN46B530P7FXZC,LN46B530P7NXZA,LN52B530P7FXZA,LN52B530P7FXZC,LN32B540P8DXZA,LN40B540P8FXZC,LN40B540P8FXZA,LN46B540P8FXZC,LN46B540P8FXZA,LN52B540P8FXZA,LN52B540P8FXZC,LN32B550K1FXZA,LN37B550K1FXZA,LN40B550K1FXZA,LN40B550K1FXZC,LN46B550K1FXZC,LN46B550K1FXZA,LN52B550K1FXZC,LN52B550K1FXZA,LN19B650T6DXZC,LN19B650T6DXZA,LN22B650T6DXZA Symptom:

When the customer turns the unit off and back on, he loses his channels. The TV displays "Weak or no signal". The cable system's setting always changes from "HRC" to "STD" though he set it to "HRC" before. The

problem happens in regions where the cable system is "HRC" or "IRC".

Cure: Upgrade the TV to the latest firmware version.

Check out GSPN website. http://service.samsungportal.com .

Samsung Tech Talk 6

Models: LN26B360C5DXZA,LN26B460B2DXZA,LN26B457C6HXZA,LN32B457C6HXZA,LN32B360C5DXZA,LN32B530P7FXZA,LN32B460B2DXZA,LN32B540P8DXZA,LN32B550K1FXZA,LN37B530P7FXZA,LN37B650T1FXZA,LN37B550K1FXZA Symptom: TV doesnt have backlight, but the audio is OK. Cure:

1. Verify that the TV is within the serial number range by checking the ninth digit in the serial number (i.e. AZ4D3CTS5 Ninth digit is a 5).

2. If the digit is 4 or 5, check the number on the diode itself to verify whether it has already been replaced.

3. If the diode has 0907, 0908 or 0909 on its case (refer to photos 1 & 2), replace with new (Part number 0402-001415).

Check out GSPN website, http://service.samsungportal.com, for Bulletin information ASC20090817001. Model: PN58A550S1FXZA Symptom: Intermittent red blur when watching moving pictures. Cure: Upgrade the firmware. There are two separate firmware packages to complete the upgrading process of the P5 Series. Please read the attached upgrade instruction on GSPN prior to upgrade. The latest version is 1005.3.

Samsung Tech Talk 7

Models: LN37A330J1DXZA, LN52A650A1FXZA, LN46A550P3FXZA, LN32A330J1DXZA, LN32A450C1DXZA Troubleshooting intermittent video problems can be time consuming, but these tips may help narrow down the cause of an intermittent video problem.

The first thing to do is to make sure the customer does not have OSD. They can verify this by pressing Menu or Volume on their TV remote control. If they do have OSD, then the problem is most likely in the source and not the TV.

The next step when encountering an intermittent video problem is to find out if the backlights are on when the set loses video. You can probably obtain this information from the customer before you schedule the call. Ask if they noticed if the screen is completely black or if it is lit up slightly when the video goes out. They may be able to notice it better if they stand at an angle to the TV, turn it on or off, and see if there is any change in brightness.

If the backlights are out, you need to know if the set ever has video when the customer turns it on, or does it go out after they have had the set on for a period of time. If the set occasionally does not have backlights when it is first turned on, suspect the panel or power supply/IP board. If the set has video for a while and then loses the backlights, suspect a power supply/IP board or main board. Typically, the panel will cause a no backlight at turn on, while the power supply and Main Board will cause the backlights to go out after a period. If the set has backlights when first turned on and the lights change their brightness in several steps before quickly going out, suspect the IP board.

If the backlights are on when the set loses video after it has been on for a while, most likely the LVDS cable is defective. If the set has backlights but no video when it is first turned on, the T/Con or Main Board would probably be at fault.

Always check the simple things first, such as a LVDS cable that is not plugged in properly or a power connector to the panel being loose.

There are exceptions to every rule, but this should help you narrow down no video in LCD sets.

Special thanks to CONSOLIDATED ELECTRONICS for submitted this tip. More can be found in our GSPN website, http://service.samsungportal.com.

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

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

CE/IT Service Bulletins uploaded to GSPN August, 2009

Bulletin Number Subject Applicable Models

ASC20090817001 No Backlight; Sound OK LN26B460B2DXZA; LN26B360C5DXZA; LN26B457C6HXZA; LN32B460B2DXZA; LN32B360C5DXZA; LN32B540P8DXZA; LN32B457C6HXZA; LN32B530P7FXZA; LN32B550K1FXZA; LN37B530P7FXZA; LN37B550K1FXZA; LN37B650T1FXZA

To access service bulletins on GSPN, first visit http://service.samsungportal.com Login using your User ID and PasswordClick 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.

Samsung Tech Talk 8

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, thought the chances of this are very small. Samsung firmly believes if you properly troubleshoot the original symptom and properly test or age the product after service, you will greatly reduce the chances of redos 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 it, 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 is 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 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).

Samsung Tech Talk 9

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.

Samsung Tech Talk 10

3. Click on Contact Us.

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

Here you can click on all the different headings: Office Contacts RSEs Other Contacts Tech Support/Training

Samsung Tech Talk 11

An Alternative to Expensive Signal Generators Scott Whitman Manager Product Support Problem: Customer defect is centered on a picture quality issue or an input port not functioning.

Test: The best method to pinpoint the root cause of this problem is through signal substitution. Of course, it is best to use a commercial grade signal generator, but due to the cost involved, this may not always be possible. Because you have never seen the product function, swapping out components that the customer has is not always the best solution either.

Suggested alternative: A basic up converting DVD player will provide you with adequate signal quality. Also, this basic DVD player will have most if not all of the output connections needed to test and verify the various input ports of the TV which should include baseband video, component video, and HDMI. Samsung offers models that start well under $100.00. Also, the DVD player has an initial splash screen at power up so you dont even need a DVD disc. Quick and inexpensive test gear!

Use CARE before returning a product as an NDF (Carry-In product) Mike Vigliotti Product Support I see this happen time and time again. Customers have a problem with their cable box or TV and they will send in

their DVD or Bluray player for service. You test the component for defects and the problem cannot be replicated. This

could lead to a No Defect Found return to the customer.

The purpose of this article is to remind you to use C-A-R-E to reduce NDFs returns.

1) Be sure you Communicate with the customer to find out the exact problem before you return the product to the

customer as a NDF. If you do not know what the problem is, how can you replicate it? More importantly, how

can you fix it? Communication is key, because the end user might be able to tell you information that the Call

Agent did not put in the file. If we send back the product to the customer without repair, it is likely that the

product will come back as a Redo.

2) Aging is another process that should be completed before classifying a unit as NDF. When customers find a

problem with their product, it is because they use it for hours. It is important to remember that you should use

the product for at least 6 hours to check for any defects.

3) Re-create the same set-up the customer is using at home. It is possible that there is a compatibility issue with

the components he or she is using. For example, if a customer sends in a Bluray player because it is not

playing The Matrix, it is important that we test that specific movie and nothing else.

4) A complete Evaluation is also needed before sending a product back to the customer as an NDF. Remember

that our number one goal is to reduce Redos and if we can stop sending back defective products to the

customer as NDF without repair, the Redo percentage will drop significantly.

Samsung Tech Talk 12

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 units 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

Samsung Tech Talk 13

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 a 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.

2. In the new window, enter the serial number of the repair unit.

Samsung Tech Talk 14

3. The number of Stock Repairs previously done on the unit appears under # Stock Repair

Refurbished Products (RB) Warranty Term: Consumer Electronics (CE) Products are eligible for RB. CE Products are sold with a 90 day parts and labor warranty ONLY.

Bill of Sale may be required to validate warranty term If an RB product is used as an exchange by Samsung for the original unit, RB product will carry

remainder of the original units Warranty Team 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 and 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

Samsung Tech Talk 15

2009 Consumer Electronics

Training

Have you ever had to go back to a customers home after completing a repair to fix the unit a second time? I bet the customer was not happy and you were a little uncomfortable. The customer is concerned about his product being a lemon and also might wonder if you really know what you are doing. Repeat repairs or Redo is one of the items we monitor to try to improve service quality. The situation above is a customer service nightmare for all of us.

How does this happen?

What can you do to prevent this from happening?

One of the worst things a technician can do is guess about the symptom and/or the solution. If you are not sure about the symptom or the solution query the customer about the problem. Get as much detail as possible regarding the events that occurred up to the failure. If that leads you nowhere, get a second opinion. A second opinion might provide a different point of view.

Throwing parts at a problem is a great recipe for creating a Redo. Not only is this inefficient, but it can also lead to connection issues as you replace these parts.

Your interaction with the customer after the repair might also prevent a Redo. Make sure that you demonstrate the unit after the repair and verify the customer is satisfied. This is also a great time to verify that there is no operation problem or misunderstanding about the product.

Note: If you want to continue to order warranty LCD and PDP panels without contacting Tech Support, make sure you update your certification. 2009 Flat Panel training and the accompanying certification exam as well as other training courses are available now at:

https://my.plus1solutions.net/clientPortals/samsung/.

Samsung will be presenting LCD and PDP Training at the following meetings:

Date City Comments 9/18 Hudson, OH NESDA Ohio

visit http://nesda-ohio.com/home.html to register.

Samsung Tech Talk 16

SAMSUNG CE CROSSWORD

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.

ACROSS 4 AKA Keyboard control board (2 words) 5 LVDS destination 8 Audio Necessity 10 AKA TV screen (2 words)

DOWN1 Removed when TV is wall mounted 2 120 Hz enabler (2 words) 3 Audio/Video processing board (2 words) 6 Board needed for backlight 7 AKA Front Cover 9 Not an IP board but an _____

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.