Issue 1

Front Load washer Is Leaking (door, underneath, on floor, side, detergent drawer, gasket, filter case, front, side, top, bottom)

Solution 1

Top 3 questions to ask customer when washing machine is leaking:

1. Where is the unit leaking? (front, side, top, back, bottom, door, detergent drawer, drain filter)
2. How much water is leaking, puddle of water or flooding the room?
3. Is it clear water or soapy water?

WARNING: If customer reports that it's flooding the room, please ask customer to shut off water supply and call a plumber ASAP.

 A.  Leaking from the front: Please ask customer to inspect the following using a flashlight, please use visual support

1.  Detergent dispenser drawer: Look for traces of dried soapy water from beneath the detergent drawer using a flashlight.

• All detergents are not made equally; customer must follow the instructions on the bottle/box to avoid using excess detergent. (small, medium or large load)

Warning: Avoid using pods; pods are designed for full loads only.

Note: If the machine is wobbling, water will leak from the dispenser as well (levelling issue, see next step below)

• If there is a leak directly from the detergent drawer, use less detergent (use HE detergent only), make sure the drawer is fully closed, before starting the machine.
• If the dispenser is blocked with lumped detergent, remove it and clean the drawer inside.
• Make sure to use only HE detergent.

2.  Levelling the legs:

• Even if one of the levelling feet are not touching the ground, the machine will rock and wobble, and water will leak from the dispenser.
   
• If the machine is tilted forward, water will leak from the dispenser as well.

Adjust legs as needed:

• Adjust the front leveling legs by turning it to raise that corner of the washer.
   
• Continue to make adjustments and repeat until the washer is level.
   
• As you are making adjustments, keep in mind that the shorter you can keep the legs, the more stable the washer will be.
   
• Once the washer is level, use the locking nuts to lock the feet at the position they were adjusted to, so it doesn't move.

3.  Door: Look for traces of dried soapy water from under the door using a flashlight.

• Pets hair or human hair can prevent the door from sealing properly, ask customer to open the door and use a flashlight to see through the glass (bottom part) to see how dirty it is, it's hard to see without proper lighting.
   
• Open the washer's door and check if the rubber gasket is ripped/damage.
   
• Clean the door and rubber gasket thoroughly.
   
• If the door gasket is damaged/pierced, book a service call.

4.  Drain filter case:

• Open the drain filter door and check if it's wet around the filter.
   
• This is the lowest point of the machine, and is designed to purge all water in the system for maintenance and repairs purposes.

Note: If the drain tube cap or the drain filter is loose, water will leak from it all the time, even if the machine is off.

B. Leaking from the back: Ask customer to check the following using a flashlight or use visual support:

 1.  Was the unit recently installed (less than 30 days)?

If yes, customer must call installer to check the hoses and levelling

2. Water inlet hoses:

• Check both cold and hot inlet hoses from the tap to the machine to see if it's wet or dripping.

Note: If the hoses are loose, water will leak from it all the time, even if the machine is off.

3. Air Vent: (Excess Detergent)

• Look for traces of dried soapy water from the air vent, if customer used too much HE detergent or non-HE detergent, excess suds will be produced and leaks from the air vent at the back of the machine.

• Using too much detergent or non-HE detergent (even once) will result in excessive suds, causing residue that contributes to performance issues.
   
• Run an empty cycle (rinse&spin or quick wash), do not add detergent or any other additives, after 10 minutes if suds/foam (soap bubbles) appear inside the washer, it is coming from the detergent residue and you should continue to run empty cycles or self-clean until suds no longer appear.
   
• Use the right amount of HE detergent.

Detergent guidelines:

• Do not exceed the MAX line in the detergent drawer.
   
• Do not exceed the maximum recommended by your detergent's manufacturer for the load size you're washing.
   
• If you're using liquid detergent, make sure the Liquid Detergent Tray is in the drawer.
   
• If you're using powdered detergent, make sure the Liquid Detergent Tray is removed.

Note: All detergents are not made equally; customer must follow the instructions on the bottle/box to avoid using excess detergent.

Warning: Avoid using pods; pods are designed for full loads only.

Do not exceed the MAX line in the detergent drawer.

Do not exceed the maximum recommended by your detergent's manufacturer for the load size you're washing.

Note: Customer must run self-clean using Affresh to clear the excess detergent, it is recommended to also clean the drain filter after self-clean (see instructions in the user manual).

4) Drain Hose:

• Check if the drain hose is hooked up correctly onto the drain stand pipe. If not water might spill out during the drain cycle.

Note: Issues caused by an incorrectly installed drain hose are not always experienced immediately after installation, but can still be resolved quickly and easily.

• The drain hose must be inserted into the drain pipe at least 6 inches, and no more than 8 inches.

1. Use the hose guide included with the washer to help, and secure the drain hose with a zip tie.
2. If the drain hose is more than 8 inches deep, it causes a siphoning effect which will then cause washer issues. If the drain hose is inserted less than 6 inches, it may fall out and spill water.
3. Make sure the drain hose does not form an airtight connection.
4. An airtight connection creates a vacuum or suction effect that also causes siphoning.

• Measure and confirm the height of the drain hose.

1. Most homes will already have the correct measurements but it is good to check anyway.
2. The drain hose should be positioned at least 18 inches high and not more than 96 inches high, and you should not use a drain hose extension kit.
3. These requirements are different if a sink is being used.
4. The drain hose should be positioned at least 24 inches high for sinks and not higher than 35 inches.

• Inspect the drain hose for damage, kinks, or bends.

1. The hose should run smoothly from the washer to the home's drainage system.
2. Anywhere that it is bent or pinched can cause leaks or draining issues.
3. If the drain hose is damaged/pierced, book a service call.

• Confirm the drain hose holder or zip tie is installed.
  Removing the drain hose may cause the washer to drain automatically and give an LC or 4C error code.

 C.  If customer confirms that it's just a puddle of water but cannot identify the source, then ask customer to select the cycle that they selected the last time when it leaked to replicate the issue, and ask them monitor and record a video with flashlight and send us to review.

D.  TIPS:

What to do if Detergent / Bleach / Softener drains immediately?

• Do not exceed the MAX line.

For additives that do not use the detergent drawer, such as when adding bleach to a top load washer, there is no max line and the additive will drain out of sight immediately. Mostly this goes to the cavity between the outer drum and spin basket, but some may actually be seen entering the tub. For additives in the detergent drawer, though, stay below the MAX line, or the additive will immediately drain into the tub.

• Clean the detergent drawer.

The detergent drawer needs periodic cleaning. If residue is left in the drawer, it can mix with the additive you are adding and simulate going over the MAX line, causing draining.

• Level your washer.

Double check that your washer is level. The user manual for your washing machine is the best place to find specific information on how to level your appliance. Improper alignment of the washer can cause the detergent drawer to not be aligned either. This may result in a tilt which causes the additives to go over the MAX line and drain immediately after you close the drawer.

• Replace the detergent drawer.

If you continue to have issues with additives draining immediately, there may be some defect in the detergent drawer. For a warranty replacement, contact us. For out of warranty purchases, visit samsungcanadaparts.com.