PROBLEMS COVERED:
- Water from the Dispenser is Warm
- Water or Ice Tastes or Smells Bad
- Refrigerator Not Dispensing Water
FIRST ACTIVATE HRM (CUSTOMERS ONLY)
Please do the following to set up HRM on your Family Hub:
- On your Family Hub, please navigate to Settings, scroll to the bottom, and then touch Remote Management.
- Please touch Activate, and then please wait for the server to connect.
- The PIN Code will be shown on your screen.
- Give the PIN Number to the Agent.
PROBLEM 1: Water from the Dispenser is Warm
AGENTS ONLY-
SOLUTION 1A: Agents Check Fridge Via HRM
When the customer has set up HRM and given you the code, do the following:
- Using HRM, go to the Basic control tab and verify if Dispenser Lock is disabled. If it is enabled, disable it via HRM.
- Using HRM, go to the Basic control tab, and check the water filter usage. If the water filter is almost 100% used up, explain to the customer how to replace the water filter.
- Look at the Search Error tab to see any current or past error codes exist. If errors do exist, service is required.
SOLUTION 1B: Agents Explains Environmental Factors
- Explain to the customer that if the water from their dispenser is not cold, then the cold water in the refrigerator's reservoir has been used up. The reservoir holds about a quart of water, or approximately 2 - 4 glasses of water. If the water is warm, it will take time to cool down again.
- Explain to the customer that during the summer months, water enters the refrigerator at a higher temperature. This increases the time the water takes to cool down.
PROBLEM 2: Water or Ice Tastes or Smells Bad
SOLUTION 2A: Customer Checks Fridge
After you are connected to HRM, please do the following to check your water:
- Bad tasting or bad smelling water usually happens when your fridge is brand new. The first few gallons of water your fridge dispenses may not be properly filtered. We recommend that you dispense 19 to 23 liters (5 to 6 gallons) of water through the dispenser, which will help flush out the system.
- If your refrigerator is brand new and the water tastes like plastic, don't be alarmed. This is normal. The water system in your fridge is made of plastic lines and has a plastic reservoir, so dispensed water may give off a plastic odor. The plastic odor will dissipate in time and will no longer be noticeable in your water. When you set up your fridge, it is recommended that you flush 19 to 23 liters (5-6 gallons) of water from the dispenser to dissipate any air in the system. This will also help dissipate the plastic odor from your fridge.
Fridges that aren't brand new:
- If your refrigerator is not brand new, and you are experiencing an odor in your ice or water, replace the filter. The filter may be clogged or may be contaminated with excessive impurities.
- Make sure to change your filter at least every 6 six months to prevent odors, clogs, or contaminants. After installing the new filter, flush the system by dispensing approximately 19 to 23 liters (5 to 6 gallons) of water.
- If the bad odor is still present after removing the filter and flushing the system, the odor is coming from the water supply in the home.
- If this happens, please contact a professional plumber for further assistance.
AGENTS ONLY-
SOLUTION 2B: Agent Checks Fridge Via HRM
When the customer has set up HRM and given you the code, do the following:
- Using HRM, go to the Basic control tab, and check the water filter usage. If the water filter is almost 100% used up, explain to the customer how to replace the water filter.
- Look at the Search Error tab to see any current or past error codes exist. If errors do exist, service is required.
PROBLEM 3: Refrigerator Not Dispensing Water
SOLUTION 3A: Customer Checks Water Dispenser
If water is not coming out of the dispenser on your fridge's door, please perform the following:
- Please make sure that both doors are NOT open when you are trying to dispense water. The dispenser automatically shuts off if either door is open.
- Please remove the water filter. If water dispenses when the water filter is removed, it means the water filter will need to be replaced.
- If the refrigerator has been recently installed, there may be air in the line. To clear air out from your fridge's water line, please hold down the water dispenser lever for 5 minutes. Then, please dispense 19 to 23 liters (5 to 6 gallons) of water through the dispenser, which will purge the remaining air from the line.
- If water still does not dispense and your fridge was recently installed, one or more of the following installation errors could be causing the issue:
- The water line is not connected to the refrigerator properly.
- The water line is turned off.
- The water line coupling above the door has not been connected properly.
- The water pressure does not meet the requirements (20 pounds per square inch) of the refrigerator.
*Instructions for fixing these issues are available in your user manual. However, if you do not feel comfortable addressing these issues, contact the installer who installed your fridge.
AGENTS ONLY-
SOLUTION 3B: Agent Checks Fridge Via HRM
- Using HRM, go to the Basic control tab and verify if Dispenser Lock is disabled. If it is enabled, disable it via HRM.
- Using HRM, go to the Basic control tab, and check the water filter usage. If the water filter is almost 100% used up, explain to the customer how to replace the water filter.
- Look at the Search Error tab to see any current or past error codes exist. If errors do exist, service is required.
*If the above steps have been performed, but water will still not dispense, service is required. |