Ice Maker
The customer is calling in about the ice maker that is not working. Both ice bites ice maker is not making ice. The refrigerator is just 2 days old. Customer states that he already followed the troubleshooting step online. What should you do?
Check if the ice bucket is inserted in correct direction. (Samsung ice maker is not working - Important: For dual cubed ice bites ice makers)
The customer is calling in about no cooling issue on his refrigerator. The unit is already confirmed as Sealed System issue but the customer don't want to pay for the out of warranty charges and was advised by the technician to call Samsung and ask for warranty extension. The warranty ends last April 21, 2024. What is the best resolution for the customer?
Educate customer about SS warranty - (article: Refrigerator Sealed System Reminders)
Customer purchased a side by side refrigerator and states that the water and ice dispenser is not working since the unit was installed and it is leaking. The unit was installed a week ago. What should you do?
Have the customer checked the water lines. - (Leaks from the dispenser, under the drawers, under the fridge, or other areas)
Customer purchased her refrigerator in Canada and now resides at California. The refrigerator is leaking and damaged his wood floor. what should you do?
Create 5k ticket and consult PL. - (article: HE/DA Product Liability)
Customer is calling in about the Glass of the Refrigerator Door beverage center spontaneously broke and injured her daughter. Unit is already out of the warranty for 2 years. What is the best resolution that we can provide to the customer?
Create 5k ticket and consult PL (Article : HE/DA Product Liability)
The customer has 1 completed repair on his/her ice maker, the customer don't want to proceed with setting up service, Customer's French Door refrigerator is 5 years old. What would you do?
Offer 50% or $500 coupon - FDR accommodation > Customer is Out of Warranty and Has Ice Maker Issues > OOW Ice Maker with issues and with previous repairs
How should you make sure the doors are closed and the seals are working?
To see if the doors are sealing, put a piece of paper halfway in the door and then close the door on it. If you feel slight resistance when you pull it out, the seal is still working. If the paper slips out easily, clean the seal all around with a mild soap and damp cloth.
ASP> Refrigerator or freezer is not cooling at all
Refrigerator doors should not automatically swing close when you let go of them. True or False. Provide ASP article.
False. ASP> Doors auto close or stay open
An out of warranty repair can be assigned to Service Dispatch team. True or False. Provide ASP article
False - SDT Assignment Procedure
Customer is calling in about the refrigerator that is overheating on the side and suddenly caught on fire that damaged his cabinets and wall. The customer is unable to provide the model and serial number. What is the next step to do?
Create 5k ticket using dummy model and SN and consult PL ( article: HE/DA Product Liability - extreme cases)
The customer is having issue with her ice maker and her unit is not part of STC program. The customer mentioned she don't want to pay for service. Customer's unit is almost almost 3 years old . What would you do?
Follow article for offering SAW - One Time Warranty Repair Procedure - HE/DA ( Offer parts coverage to the customer)
How soon will the control panel display the temperature you set on the refrigerator?
It can take up to 4 hours for the control panel to display to the temperature you set and up to 28 hours for the refrigerator to actually achieve that temperature (if the doors are not opened).
The customer have a one week old refrigerator and spilled a creamy soup on the shelf. The customer calls in and states that the glass shelf suddenly shatters while cleaning it with warm soapy water. How would you explain to the customer about the glass shelf suddenly shattered?
Caution: Be careful when working with glass. It can break, cause an injury, or both. Never clean the glass shelf with warm or hot water, as this could cause the glass to shatter. Wait for the glass to reach room temperature and then clean it with lukewarm water. - ( Remove the glass on the vegetable or crisper drawers)
While creating a repair ticket, you received an error "The unit already received an upgrade with Samsung. you cannot proceed with service", however, the customer stated that they did not receive any upgrade or accommodation in the past. What ASP article should you use?
Scrap Error Escalation Process
Customer purchased her refrigerator in Canada and now resides at California. The refrigerator is leaking and damaged his wood floor. what should you do?
Create 5k ticket and consult PL. - (article: HE/DA Product Liability)
Customer is calling in about the ice maker that is frozen over on her Family Hub Four door French door Refrigerator. What should you do?
For Family Hub refrigerators and other smart fridges that can connect to SmartThings, we have released a firmware update that can help prevent and possibly resolve this issue. - (Samsung ice maker is not working > Ice maker is frozen over)
Where can you check if the compressor has 5years or 10 years warranty?
Refrigerator Sealed System Reminders > Click hyperlink "Refrigerator Compressor List"
What is the compatible door handle part number for this model RF27T5201SG/AA?
DA97-20312D ASSY HANDLE-KIT HANDLE MODULE
This process allows customers to create and pay for a discounted out-of-warranty repair on Samsung.com.
SC4U (Samsung Care 4 You)
Which ASP article should you follow when processing repair?
ASP> Information Related to Creating an IH Service Ticket - HE/DA Products
If the customer wants to know more about the FDR Ice Maker Class Action Lawsuit, which ASP article should you use?
Samsung FDR Class Action Settlement - FAQs
The customer complained that the refrigerator is not keeping it's temperature, during Visual Support, you identified that the fridge doors are not leveled. What should the customer use to adjust the refrigerator doors and what should be the next step.
No Charge Parts - Refrigerator Snap Rings
What is the compatible ice maker for this model RT21M6213SG/AA?
RA-TIMO63PP/AA
Quick Connect Auto Icemaker Kit for RT18M/RT21M
If a technician or a representative from a local service center calling to inquire about being an Authorized Service Center. What ASP article should you use?
ASP> Becoming an Authorized Dealer and Sales Inquiries
A customer saw on the user manual that our products may cause cancer and reproductive harm. Which ASP should you use?
California Proposition 65 FAQs