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Excellent Service Guide SWA CS TEAM

Title 20180828 ESG on Solution for moisture issue in Frost Free REF

ESG Date Aug 28 , 2018 Requester Ankit Namdev

ESG Type Technical bulletin Product/Model Refrigerator / Frost Free Model

Purpose :
•To provide solution to customers for moisture issue in Frost Free (FF) REF

Process and Guidelines :

Information to all TA agents, Demo engineers & Service (SVC) engineer for trouble
shooting the issue for moisture problem in FF REF. As we know moisture inside REF is
natural phenomenon which happens due to condensation of humid air. Extent of
moisture varies with the environmental condition i.e. the moisture increase whenever
the humidity increase in the environment.

Moisture severity also depends upon followings:


1. Temperature setting : e.g High temp. setting during low ambient will attract excess
moisture

2. Customer usage conditions :


-Excess door opening / Door opening for long time
-Keeping food stuff inside REF in such a way which restrict the air flow
-Keeping hot food directly in the refrigerator
-Keeping liquid food in open container
-Door not closed properly
-Installation location/condition of the refrigerator

3. Improper air circulation inside vegetable box or glass shelves

Page No.1 Service Excellence Beyond Imagination


Excellent Service Guide SWA CS TEAM
Title 20180828 ESG on Solution for moisture issue in Frost Free REF

ESG Date Aug 28 , 2018 Requester Ankit Namdev

ESG Type Technical bulletin Product / Model Refrigerator / Frost Free Model

Flow Diagram:
Following process to be followed for handling moisture call to avoid part NDF & RRR call

Customer Complaint:
Moisture issue

CCC agent
Yes
resolve by NO “SO”
customer Creation
education

No •Improper usage are e.g. as below:


-Incorrect temperature setting (not as per season),
MSC Engineer to visit and -Excess door opening or excess loading
analyze the cause •Defect are e.g. gasket gap, duct block etc.

Yes Rectify issue/Correct temp


Defect or improper setting & educate the
usage found in set customer

No
Share the details with tech No Take customer
support team on Q & A for feedback “OK”
further action for resolution Next day

Yes
Close the call

Page No.2 Service Excellence Beyond Imagination


Excellent Service Guide SWA CS TEAM
Title 20180828 ESG on Solution for moisture issue in Frost Free REF

ESG Date Aug 28 , 2018 Requester Ankit Namdev

ESG Type Technical bulletin Product / Model Refrigerator / Frost Free Model

(A) CCC Tech Agent/Demo/SVC engineer : If customer is reporting excess


moisture issue, Please explain following checkpoints to the customer:

Sr. Check Point Action Photo


No

Check the temp setting of the


refrigerator. In case of incorrect
Temperature
1 setting , set correct temperature
setting
setting as per season to avoid
excess moisture inside ref .

Check the placement of


refrigerator. Educate customer
Placement of not to keep refrigerator in front
2
refrigerator of the air cooler, below the fan
and near to high humid/ high
temp area to avoid moisture.

Do not keep hot cooked food


Food item directly inside refrigerator. Keep
3
placement it only when it comes to room
temperature.

Cover liquid material with lid to


Utensils
4 avoid moisture inside
placement
refrigerator

Page No.3 Service Excellence Beyond Imagination


Excellent Service Guide SWA CS TEAM
Title 20180828 ESG on Solution for moisture issue in Frost Free REF

ESG Date Aug 28 , 2018 Requester Ankit Namdev

ESG Type Technical bulletin Product / Model Refrigerator / Frost Free Model

Sr. Check Point Action Photo


No

Do not open the door


Door frequently or for long time.
5 opening It allows hot air to enter
frequency inside the refrigerator which
Water dews
result in moisture.

Do not let the drain pipe


completely immersed into
Drain pipe water in drain tray. If it is so
6
placement then please clean the drain
tray and reduce the water
level.

In High humid area, excess


water may flow from drain
7 Humidity tray [back side of ref], This is
natural phenomenon. Please
clean the floor with cloth. Water overflow due to high humidity

Ensure that the gasket sealing


is proper and there is no
Gasket deformation/gap between
8 Gap/Defor gasket and cabinet.
mation -Advice for gasket
replacement if there is gap or
deformation.

Page No.4 Service Excellence Beyond Imagination


Excellent Service Guide SWA CS TEAM
Title 20180828 ESG on Solution for moisture issue in Frost Free REF

ESG Date Aug 28 , 2018 Requester Ankit Namdev

ESG Type Technical bulletin Product / Model Refrigerator / Frost Free Model

Sr. Check Point Action Photo


No

Overloading of food items


-Wash fruit, vegetable and
place it inside refrigerator
only when it comes to
room temp.
-There should not be
overloading of vegetables,
fruits and food items inside
refrigerator. In case of
Fruit and
overloading please educate
9 vegetables
the customer to keep the
placement Vegetables storage inside refrigerator
food items in proper way to
get the better results.

-Do not keep fruits and


vegetables in plastic bags.
use net bag to keep fruit
and vegetables inside
refrigerator.

Check power
Educate customer that
10 condition at
long/frequent power cut
customer
may cause sweating.
place

Page No.5 Service Excellence Beyond Imagination


Excellent Service Guide SWA CS TEAM
Title 20180828 ESG on Solution for moisture issue in Frost Free REF

ESG Date Aug 28 , 2018 Requester Ankit Namdev

ESG Type Technical bulletin Product / Model Refrigerator / Frost Free Model

Sr. Check Point Action Photo


No
Airflow blocked by plastic
mats

-We don’t recommend to


use plastic mat on shelf's.
-Due to improper
placement of plastic mats
air flow getting blocked
Use of plastic
11 which leads to moisture Airflow blocked by plastic
mats on shelf
issue. mats
-Request customer to
remove plastic mats from
shelf's.

-Wrong placement of
refrigerator lead to
moisture.
-Please ensure that
12 Unit refrigerator should not be
placement installed in front of window,
below the fan, high
humidity area/high temp
zone. REF installed in front of
window

Page No.6 Service Excellence Beyond Imagination


Excellent Service Guide SWA CS TEAM
Title 20180828 ESG on Solution for moisture issue in Frost Free REF

ESG Date Aug 28 , 2018 Requester Ankit Namdev

ESG Type Technical bulletin Product / Model Refrigerator / Frost Free Model

Do’s & Dont’s : Ensure & educate the customer for proper upkeep

Don’t keep refrigerator in open or direct sun light.

Voltage fluctuation, refrigerator can’t perform good in Low voltage.


Frequent door opening may lead to excess moisture, so minimize
door opening to experience minimum moisture inside REF
Don’t keep food such that Air flow duct get blocked, avoid moisture
formation.

After ensuring all above check point, please go to next steps

Page No.7 Service Excellence Beyond Imagination


Excellent Service Guide SWA CS TEAM
Title 20180828 ESG on Solution for moisture issue in Frost Free REF

ESG Date Aug 28 , 2018 Requester Ankit Namdev

ESG Type Technical bulletin Product / Model Refrigerator / Frost Free Model

Frost Free REF


Step 1: : Temperature (Temp.) & slider settings For display model
(3050 models): Refer below temp. setting for Frz. & REF
compartment to avoid excess moisture inside set.

Page No.8 Service Excellence Beyond Imagination


Excellent Service Guide SWA CS TEAM
Title 20180828 ESG on Solution for moisture issue in Frost Free REF

ESG Date Aug 28 , 2018 Requester Ankit Namdev

ESG Type Technical bulletin Product / Model Refrigerator / Frost Free Model

Frost Free REF [Smart convertible models]


Step 1: : Temperature settings for smart convertible model (3050
models): Refer below temp. setting for Frz. & REF compartment to
avoid excess moisture inside set.

1. In monsoon season to avoid excess moisture inside refrigerator


keep display panel temp. setting
-Freezer temp: -19*C
-Fridge temp: 3*C

Page No.9 Service Excellence Beyond Imagination


Excellent Service Guide SWA CS TEAM

Title 20180828 ESG on Solution for moisture issue in Frost Free REF

ESG Date Aug 28 , 2018 Requester Ankit Namdev

ESG Type Technical bulletin Product / Model Refrigerator / Frost Free Model

Frost Free REF [5 in 1 models]


Step 1: Temperature settings for 5 in 1 models : Refer below temp.
setting for Freezer & Fridge compartment to avoid excess moisture
inside set.

1. In monsoon season to avoid excess moisture inside refrigerator


keep display panel temp. setting
-Freezer temp: -19*C
-Fridge temp: 3*C

Display panel

Page No.10 Service Excellence Beyond Imagination


Excellent Service Guide SWA CS TEAM
Title 20180828 ESG on Solution for moisture issue in Frost Free REF

ESG Date Aug 28 , 2018 Requester Ankit Namdev

ESG Type Technical bulletin Product / Model Refrigerator / Frost Free Model

For External Moisture Problem:


Sr. Check Point Action Photo
No

Moisture on side cabinet

-Check the humidity


Moisture on
level in product
side cabinet/
installation area and
1 top
share the details along
surface/Door
with defect pictures
etc
over Q&A.

Moisture on refrigerator top surface

Moisture on Door

Page No.11 Service Excellence Beyond Imagination


Excellent Service Guide SWA CS TEAM
Title 20180828 ESG on Solution for moisture issue in Frost Free REF

ESG Date Aug 28 , 2018 Requester Ankit Namdev

ESG Type Technical bulletin Product / Model Refrigerator / Frost Free Model

Temp recording Format:

Note: For internal moisture issues


(i) Please attach above format duly filled along with defect
photographs and share it through Q&A

Page No.12 Service Excellence Beyond Imagination


Excellent Service Guide SWA CS TEAM
Distribution List : CS Portal

Job Role Applicable Applicable

HO001~HO - SWA CS Team  BO002 ~ BO – Branch service(SAARC)

HO002~HO - Service operation group  CC01 ~ CCC – Manager 


HO003~HO - Technical support group  CC002 ~ CCC – Others

HO004~HO - Parts operation group  CC03 ~ CCC - TA(AV)

HO005~HO - CS academy group  CC04 ~ CCC - TA(HA) 


HO006~HO - Customer experience group  CC05 ~ CCC - TA(IT)

HO007~HO - Strategic planning group CC06 ~ CCC - TA(HHP)

HO008~HO - Biz Process innovation group CC07 ~ CCC - TA(HME)

HO009~HO - Channel support group  CC08 ~ CCC - TA(B2B)

HO010~HO - SVC administration group CC09 ~ CCC - Dealer Hotline

BO001 ~ BO – Branch service(India)  CC010 ~ CCC - Happy Call 

Distribution List : G-SPN

Job Role Applicable Job Role Applicable

P101 ~ Partner(HHP) - Center Manager P116 ~ Partner - engineer(HME)

P102 ~ Partner(HHP) - Administration P117 ~ Partner - engineer(Demo) 

P103 ~ Partner(HHP) - Parts Controller P118 ~ Partner - engineer(Installation) 

P104 ~ Partner(HHP) - SVC Tracking P201 ~ Partner(RB) - Center Manager

P105 ~ Partner(HHP) - engineer Supervisor P202 ~ Partner(RB) - Administration

P106 ~ Partner(HHP) - engineer P203 ~ Partner(RB) - Parts Controller

P107 ~ Partner - Center Manager  P204 ~ Partner(RB) - SVC Tracking

P108 ~ Partner – Administration P205 ~ Partner(RB) - engineer Supervisor

P109 ~ Partner - Parts Controller P206 ~ Partner(RB) - engineer

P110 ~ Partner - SVC Tracking  P301 ~ Partner(L4) - Center Manager

P111 ~ Partner - engineer Supervisor  P302 ~ Partner(L4) - Administration

P112 ~ Partner - engineer(AV) P303 ~ Partner(L4) - Parts Controller

P113 ~ Partner - engineer(HA)  P304 ~ Partner(L4) - SVC Tracking

P114 ~ Partner - engineer(IT) P305 ~ Partner(L4) - engineer Supervisor

P115 ~ Partner - engineer(HHP) P306 ~ Partner(L4) - engineer

Page No.13 Service Excellence Beyond Imagination

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