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Friday, March 25, 2011

Samsung DMR77 Update - Rack Adjuster Clips redesigned!!!

Well well, a new problem with our DMR77 dishwasher surfaced, requiring a call to Sears Service.

Started a load one morning and heard what sounded like something broken rattling around inside the machine. I stopped and restarted but nothing happened. Didn't sound healthy.

After an emergency drain I tried to start the machine again. The pump would fill, but no motor starting. The machine would cycle, drain and fill, but nothing else in between. No error codes.

Called Sears service. I made the mistake of pressing "1 for English" whereby a CSR who sounded like he had marbles in his mouth tried to sell me Affresh, dishwasher soap, laundry soap, and a Sears Mastercard. Next time I press "2 for French" and get the local call centre (lucky us in Quebec... real people!)

It only took 3 days to schedule the appointment, and the tech arrived bright and early at 8 AM. Really nice guy who knew the machine quite well. First he checked if there was power to the motor (yes) which meant he had to take apart the machine. Basically the direct drive motor was jammed with something. I showed him the rack adjuster clips and suggested it was likely a tab that fell off (he agreed).

After he put the machine back together, we started a cycle, and heard the offending piece rattling around and then it went out the drain. Fortunately no damage done.

At the same time I had him order two rack adjuster clips, which arrived by UPS today (3 days only). And lo and behold! They redesigned the clips with reinforced tabs!

Note the vertical ribs that have been added to each tab. This should definitely solve the issue of the tabs breaking off.

For those that are interested, here are the part numbers from the Sears National Parts Service:

22 592DD97-00119A   Basket Adjuster
22 592DD97-00120A   Basket Adjuster

I'm not sure these part numbers are good in the U.S. but it should be fairly easy to get a cross-reference.

Since the tech was familiar with the machine, I asked him if he had heard of other complaints, like poor wash performance. He told me that all high end "energy efficient" washers had mediocre wash/drying performance, in fact some of the newer Bosch dishwashers use so little water that the upper and lower baskets have separate wash cycles and an entire load can take up to 5 hours (!).

He said that if you want a machine that washes and dries well,  buy a "cheap" dishwasher that still uses old technology. You will get a noisier and less energy and water efficient machine that has a smaller capacity, but it will clean and dry using a much shorter cycle.

At the same time, I am pleased that Samsung finally modified the parts. Anyone with the old broken rack (basket) adjusters have a case to call Samsung customer service and ask for some free replacements. Design defects can always be legally exempted from limited warranties so it would be worth it to try and get them for free.