July 2010 Samsung Electronics America Your source for service information Inside this issue: Best Buy in Flower Mound, TX Loves Samsung How to Create a Tech Tip 2010 Blu-Ray Not Loading Discs? Flat Panel Certification Privileges Expiring 24/7 On-Line TV Training on SPS-TV New Mandatory Fields for Warranty 1 2 7 7 8 9 Best Buy Service in Flower Mound, TX Loves Samsung Paul Pieri Trainer RTSC GSPN Updates 10 The HT-C6930: That s Entertainment 10 Hot Tech Tips 11 2010 TV Training 15 Above: Best Buy technicians from Flower Mound, TX in front of the Samsung Mobile Training Center. Samsung s KPI Boggle 16 On a recent trip with the Samsung Mobile Training Center, we made a stop at the Best Buy service facility in Flower Mound, Texas. There, we presented some of the latest TV service training, including 3D troubleshooting and the latest LAN circuit testing for home networks on Samsung s 2010 model televisions. Before the training sessions, we gave the Best Buy technicians a tour of the wellequipped, up-to-date Training Center. We are proud that the Samsung name is associated with quality products and we are equally proud to reinforce that quality with expert service through top-flight technical training.
How to Create a Tech Tip Adam Vogel Product Support Ever figured out a way to do a difficult repair? Come up with a quick and easy way to diagnose a problem or fix a set? Engineered a fix-it trick you re especially proud of? If you have, you can really help your fellow techs and pile up mileage (which you can later redeem for small gifts or prizes) by uploading those invaluable fixes, tips, and tricks to GSPN. The uploading procedure quick and simple is below. Please, take a few minutes and give your fellow techs a helping hand. Share your know-how. Upload your fixes, tips, and tricks today. And remember, the more information we have available on the website, the better everyone s chances of getting the information they need to make that all important first time fix and avoid any possible redos. To upload your fix, tip, or trick to GSPN, follow these steps: 1. Sign into GSPN as you normally would. 2. Click the Documents tab. Page 2
How to Create a Tech Tip continued 3. Open the Product Information drop down. 4. Click Service Tip (Local). Page 3
How to Create a Tech Tip continued 5. Scroll right, and then click the Add button on the top right. Click the add button. Scroll right. 6. Enter the model numbers your tip applies to, and then click Search. Page 4
How to Create a Tech Tip continued 7. Check the appropriate models, and then click OK. 8. Enter the title of the tip you re uploading. KEEP IT SIMPLE. Page 5
How to Create a Tech Tip continued 9. Enter the tech tip information in the text area, and then attach any files or pictures as needed. 10. Click the Save button in the top right corner. After you click the Save button, the documentation goes to Jim Swift, senior manager at Product Support, for validation and editing. If he approves the tip, he will post it to the website within 24 to 48 hours. At that time, you will be awarded mileage, which you can later redeem for small gifts or prizes. If your tip is viewed and used frequently, you receive even more mileage, so both quantity and quality count. Page 6
2010 Blu-ray Not Loading Discs? Michael Vigliotti Product Support If you ever have a problem with a 2010 Blu-ray player not reading DVD and Blu-ray discs, follow these steps to repair the main board: 1. On your test remote, press TEST 00 to reset the player and to check for the Blu-ray and DVD Adjustments. If the player passes the test, then try playing a disk. If the player fails with an NG, continue to troubleshoot. If you are unsure how to make a factory remote, see the tech tip How to make a factory remote. 2. Press TEST 21 on your factory remote. The word Adjusting appears on your TV screen. 3. Open the disc tray and insert a SINGLE LAYER Blu -ray disc. Single layer Blu-ray discs have only 1 ring around the inner circle. Double layer disks have 2 rings. Play the disc and see if the problem is fixed. If not, go to Step 4. Flat Panel Certification Privileges Expiring Jim Swift Senior Product Manager Technicians who obtained 2009 Flat Panel certification privileges be advised that those privileges will expire June 30, 2010. If you want to continue to order warranty LCD and PDP panels without contacting Tech Support, make sure you update your certification. 2010 Flat Panel training and the accompanying certification exam are available now at: https://my.plus1solutions.net/clientportals/samsung/. By now, you are probably starting to see 2010 Samsung LCD and PDP products for service. The new designs offer 3D capability and advanced internet capabilities. The training material for these models is available now at the web address listed above. 4. Disassemble the outer case, and then take off the top cover of the loader assembly. Turn on the player with the Loader Cover off, and then see if the Red/Blue light appears on the pickup assembly during start up. If no lights appear, check the R8, Q25, and IC16 solder points. If the solder points are not a problem, check the 3 points with a scope to see if the wavelengths are correct. 5. If the problem persists, replace the main board. Please Send Us Your Comments! The image above is taken from the BD-C6500 Something you d like to see in the 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: training@sea.samsung.com Page 7
Samsung is pleased to announce 24/7 on-line TV training on SPS-TV! Miss our previous sessions? Attend at your convenience! Let your technicians know about this important training! Don t miss out! Click below to access: www.samsungsupport.com/spsntv Then enter the following information: User Name samsungvd Password samsung83 SPS-TV is Samsung s new On-line training center. View on-line video training 24/7. Training covers new 3D and IPTV technology, among other topics. Keep your skills current! View the on-line training today! Page 8
New Mandatory Fields For Warranty Claims Jet Nyamwange Warranty Department Please be advised that effective July 01, 2010 there are two additional mandatory fields you MUST complete when submitting your warranty claims to Samsung. These two new mandatory fields are listed below: Defect Description Repair Description The additional information from these new fields will provide us with valuable data which we will use: To analyze our defects and repair solutions To prepare repair tips which will assist you in your future repairs and help you improve First Time Fix and reduce REDOs. The two new fields are highlighted in the illustration below: Note: You still must also select the Defect and Repair codes. Samsung Electronics America 105 Challenger Road Ridgefield Park, NJ 07660 Phone: 201-229-4251 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 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. Page 9
1. X P T A A R T T A 4. D R K R S H T T X S S Z A T W A 2. O S T F T F A F L 5. 3. S S O G O P D S Q W D R G O R E D T O D M D N O E Volume 4, Issue 7 Consumer Electronics Newsletter 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 CE Service Bulletins uploaded to GSPN June, 2010 Bulletin Number Subject Applicable Models ASC20100621001 Network Connections F/W update BD-C5500/ C6500 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. The HT-C6930: That s Entertainment Jeff Brutman Assistant Manager, Publications Samsung s 1000W HT-C6930 Blu-ray Home Theater System brings the entertainment home. Its Internet@TV function delivers the best of the web straight to your HDTV with downloadable widgets and apps like BLOCKBUSTER, Facebook, YouTube, Twitter, Flickr, and Pandora. You can shop online, share pictures, catch up with friends, and more. Easily connect to a wide range of streaming digital content at the touch of a button. You can also say goodbye to speaker wires. The HT- C6930 Home Theater is wireless-ready, giving you the convenience of fewer cords and less hassle. It s also DLNA (Digital Living Network Alliance) certified and comes with AllShare which lets you stream content seamlessly between DLNA devices. Playing files stored on your PC through your home theater could never be easier. What s more, it s powered by an earth-friendly Eco Power Management System, and uses only the energy it needs. Overall, that s 30% less energy compared to 2009 models. And its got Samsung s new Crystal Amplifier Pro, which uses sophisticated feedback circuit technology that filters sound distortion and noise to provide pure sound, built in. The HT-C6930 Blu-ray Home Theater System...As we said up top, that s entertainment. Page 10
Volume 4, Issue 6 Home Appliances Newsletter Hot Tech Tips Jorge Tavora Product Support Manager/Tech Support Hotline/Triage Model: LN32C530F1FXZA, LN32C550J1FXZA, LN32C450E1VXZA, LN32C450E1HXZA, LN32C450E1GXZA, LN32C450E1XZP, LN32B450C4HXZA, LN32B450C3HXZA, LN32B550K1FXZC, LN32C450E1DXZC Symptom: The set has no power. You can't turn on the TV with the remote or the front keys. Reason: The Key Function lead connector is disconnected or the connection is loose. Cure: 1. Unplug the power cord, unscrew the back cover from the set, and then disassemble Page 11
Volume 4, Issue 6 Home Appliances Newsletter Hot Tech Tips Continued 2. Look at the lower left corner of the set where the connection between the Main board and the Function board is. See the picture below 3. Look for a partially disconnected cable that goes from the Function board to the Main board. See the picture below. 4. If the cable is partially disconnected, unplug it completely, and then reconnect it, making sure it's all the way in. The TV should work fine now. Page 12
Volume 4, Issue 6 Home Appliances Newsletter Hot Tech Tips Continued Model: LN52A650A1F and LN52A750R1F Symptom: Vertical colored lines. Cure: Ask the customer to check the OSD menu. If it affects the menu, change the panel. Tip: Before going, call the customer and ask the customer to bring up the menu and see if the lines are still there. Model: PN42A410C2DXZA Symptom: Horizontal colored lines across picture. Cure: Ask the customer to check the OSD menu. If it affects the menu, change the panel. Tip: Before going, call the customer and ask the customer to bring up the menu and see if the lines are still there. Page 13
Volume 4, Issue 6 Home Appliances Newsletter Hot Tech Tips Continued Model: LN46A850S1FXZA Symptom: Vertical black line Cure: Ask the customer to change the aspect ratio. If the line remains in the same spot, change the panel. Note: Call the customer before running the service call and ask the customer to change the aspect ratio and see if the line is still there. Model: PN50A400C2DXZA Symptom: Distorted picture Cure: Replace the X MAIN. Page 14
Volume 4, Issue 7 CE Newsletter 2010 TV 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 training@sea.samsung.com. You can always obtain the most up to date training list by sending an email to training@sea.samsung.com. Date City Comments July 7, 2010 Wauwatosa, WI Training Bus July 14, 2010 Indianapolis, IN Training Bus July 15, 2010 Louisville, KY Training Bus July 20, 2010 Cincinnati, OH Training Bus July 22, 2010 West Chester, OH Training Bus July 27, 2010 Brighton, MI Training Bus July 29, 2010 Cuyahoga Falls, OH Training Bus Page 15
Samsu ng El ect ronics Am eric a Samsung Electronics America SAMSUNG S KPI Boggle Directions: In each table, find the KPI. 1. X P T 2. O S T A A R F T F T T A A F L 3. S S O 4. D R K R G O P S H T T D S Q X S S Z A T W A 5. W D R G O R E D T O D M D N O E Answers are on page 10. Page 16