Author Topic: wf218anw samsung with le erroe  (Read 7228 times)

Offline john63

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Re: samsung with le erroe
« Reply #10 on: March 24, 2010, 10:30:56 PM »
from what i have seen doing samsung warranty, it does not matter what the fault is.... when you call they will say change the board
you could say the machine is pourng water on the floor and they will say change the board first  :P


I know what you mean.
Over the years we've gotten to know the men & women at Samsung's Tech Assistance Center (as well as other manufacturers).
There are certain tech-assist people that are good enough that we deliberately request dealing them (even if by e-mail).
Another habit of mine that has paid BIG dividends--is to approach the Training Instructor either before class begins or during breaks.
I approach them by describing a problem (or several issues) and the need for not only concrete answers but preferably a description as to WHY the thingamajig fails or malfunctions. I explain that ALL possible tech center suggestions/solutions have been exhausted to no avail---or nobody within the "escalation" system has answers that we/our customer needs.

This has produced the best results.
Training instructors have e-mail/text/phone numbers to a lot of people within the company (engineers/factory representatives/etc).
In return--I ALWAYS give these guys any & all field experiences that I've encountered and what corrective action(s) were successful.
In most cases they are aware of about 80 percent of the feedback I've given them. It's the 20 percent that they LOVE to hear about.
There's one top-notch instructor that was promoted out of our warranty coverage area--but we still communicate by e-mail.
He has a engineering background and spent many many years at Maytag. A giant among men. Dedicated people like this gentleman--are rare and a priviledge to be aquainted with.
Bottom line---as a warranty servicer---it usually pays to keep digging (sometimes for several months,unfortunately) until you get an answer that solves your customer's
problem(s). Everyone wins.

Offline whirlpooltech

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Re: samsung with le erroe
« Reply #11 on: March 24, 2010, 10:51:28 PM »
Quote
Bottom line---as a warranty servicer---it usually pays to keep digging (sometimes for several months,unfortunately) until you get an answer that solves your customer's
problem(s).

I don't know about your customers, but mine don't like to wait several months. ;)

Offline john63

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Re: samsung with le erroe
« Reply #12 on: March 24, 2010, 11:25:51 PM »
Quote
Bottom line---as a warranty servicer---it usually pays to keep digging (sometimes for several months,unfortunately) until you get an answer that solves your customer's
problem(s).

I don't know about your customers, but mine don't like to wait several months. ;)

I agree.
Allow me to better articulate what I mean...

Back in 2000 or '01 I had a Frigidaire warranty customer with a front load washer--about (3) months into the warranty. The complaint was NO high-speed spin.
Replaced the Motor Controller and all was well.
Two weeks later--same symptom.
Another Motor Controller was installed and the washer performed as it should.
The Motor Controller failed yet again after a week or so.
At this point I contacted Frigidaire Tech Assistance and explained that the customer had asked what--if anything--they could do to prevent this failure. Why was it occurring? The warranty is for ONE year not ten years.
The answer I was given wasn't exactly helpful:

"The Motor Controller has failed due to a TRANSIENT EVENT."

My reaction was: "What??? What hell's that & what caused it"?

Reply: "We don't know." "Replace the Motor Controller."

After installing the new Motor Controller--I informed the customer that I did NOT know why their part kept failing--but that I'd notify them as soon as I got a definitive answer.

Sure enough--a few months passed and Frigidaire published a bulletin indicating that *electrical noise* from the contacts in the mechanical timer was "corrupting" Motor Controller programming.
I contacted the customer and replaced the motor controller with the updated version--which had the addition of several black jumper wires on it. These were *Noise Filters*.
Since that episode--I've taken a more active approach to finding answers rather waiting for it to reach me. Cuts a LOT of time.
Many bulletins that publish problems are released monthly--having the right connections (quality people) gets you this information *before* the release date.
Today--most types of computer glitches are reported early and often. A mere ten years ago--EVERYONE--was still on a "learning curve" with digital/electronic componentry.
Manufacturers
Parts Suppliers
Software Engineers
Tech People
and certainly the servicers.

Took a long time--but it's coming together.

Offline john63

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Re: samsung with le erroe
« Reply #13 on: March 25, 2010, 11:45:51 AM »
This is a new main board with a revised spin-profile.
On WF218 washers--if the unit is in a cold room or if the cold water temperature is "cold enough" this can produce symptoms of wet laundry at the end of the cycle.
**I absolutely have NO have idea yet how temperature affects the main board--but doubtless will find out eventually**

***********************************************
UPDATE

Samsung has just published a bulletin dated 03/22/10 which describes the NO HIGH SPEED SPIN problem.

During cold temperatures--the oil inside the two balance rings become thicker--which slows the movement of the steel balls inside the balance ring tracks. This results in an imbalance condition during ramp-up to higher spin RPM.
The new MAIN BOARDS have a revised spin profile to allow more time for the balance rings to function properly.

This affects WF209/WF218/WF219 models.

Pressing the SPIN/SOIL LEVEL/POWER buttons will allow the servicer to identify the software version.

WF209: b90b or earlier replace with main board # DC92-00288C
           b90c (do not replace)

WF218
&
WF219: 6n26 or earlier replace with main board # DC92-00288A
           6n27 (do not replace)

Offline john63

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Re: samsung with le erroe
« Reply #14 on: March 27, 2010, 10:43:24 PM »
Pressing the SPIN/SOIL LEVEL/POWER buttons will allow the servicer to identify the software version.
*********************************************

CLARIFICATION...

The CONTROL PANEL must be "off" (washer plugged in)

Press SPIN/SOIL LEVEL/POWER buttons---all at the same time.

Offline Repair-man

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Re: samsung with le erroe
« Reply #15 on: March 28, 2010, 06:18:04 AM »
...a "transient event"?  I'm still chuckling...


also, Samsung's great idea with the dual balance rings finally has an Achille's heel...it does not work in cold weather, ha-ha.
« Last Edit: March 28, 2010, 06:20:41 AM by Repair-man »
"It's only expensive if someone else fixes it for you" -
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Offline john63

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Re: samsung with le erroe
« Reply #16 on: March 28, 2010, 12:41:12 PM »
...a "transient event"?  I'm still chuckling...


also, Samsung's great idea with the dual balance rings finally has an Achille's heel...it does not work in cold weather, ha-ha.

That's something to celebrate?


Offline Repair-man

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Re: samsung with le erroe
« Reply #17 on: March 28, 2010, 03:30:11 PM »
celebrate...ah, no...

I can't help but wonder how they did their R&D on this beforehand. Probably in a tropical setting no doubt.
"It's only expensive if someone else fixes it for you" -
The Virtual Repairman   www.repair2000.com

Offline john63

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Re: samsung with le erroe
« Reply #18 on: March 28, 2010, 05:10:36 PM »
celebrate...ah, no...

I can't help but wonder how they did their R&D on this beforehand. Probably in a tropical setting no doubt.

Very thoughtful:)

 

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