I'm sorry to hear you're having this issue. There are a couple of guidelines to be aware of when popping popcorn in the SMH9207. As stated in the User Manual, the metal shelf should not be used for popcorn, the bag size should be between 3.0 - 3.5 ounces, and only one bag should be cooked at a time. If you're following these rules and the popcorn is burning, then this is probably the result of the sensors not detecting the humidity while the popcorn is cooking. This may be the result of a faulty sensor, or the type of popcorn you're using. I would suggest testing the sensor by using the "Sensor Reheat" setting to reheat a dinner plate of food, for example. If the sensor heats the food properly, then it is likely the brand of popcorn (the seal on the bag may not be emitting the moisture and vapors to enable the sensors to detect the "doneness" of the popcorn). If the plate of food is not heated properly, then your unit requires service. You could either submit an online service request through the link below, or call 800-SAMSUNG to speak with an agent who can help you further.
Online service request form: http://www.samsung.com/us/support/o...
- Ms. Samsung
answered 3 years, 10 months ago