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Frequently Asked Questions

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General Cooking

In order to keep your ceramic hob looking and working correctly, you must not use glass or copper-bottomed cookware, as this material will damage the surface of your ceramic glass.

General Information on Induction Hobs
Troubleshooting

Noise related issues

If your washing machine appears noisy or unstable when using it for the first time it’s possible the installation has not been completed properly. Please ensure the protective brackets or bolts (used for transportation) have all been removed before using your washing machine. You can keep them should you wish to transport your appliance again in the future.

Please ensure that the washing machine is installed on a levelled floor


Leaking issues

As part of the manufacturing process we thoroughly test your washing machine to ensure that it will not leak from any internal components after you have installed it. Any leaking before or during its first use is most likely due to water still remaining in the washing machine following this testing process.

Further checks can be easily carried out. Firstly, we would recommend checking the fill hose, drain hose and mains plumbing for leaks. Take care to check the fill hose connection to your washing machine and to the mains plumbing (taps) are secure. It’s also possible for a leak to appear from your detergent dispenser, which can be caused by excessive water pressure or the washing machine has not been levelled properly during installation. You can raise the front of the appliance by adjusting the feet at the front of the machine. We would also recommend double checking the water supply hose connections (at both ends) as well as checking the drain hose during the pump out process.


Operation

There are a number of reasons that could cause your washing machine to smell.

The most common causes are: Consistent washing at low temperatures – means that bacteria and undissolved detergents can build up, causing your machine to smell.

We would recommend running your machine at 90 degrees using some biological detergent to help destroy the build up of bacteria and detergents. You can also run a 90 degree service wash monthly using our De-scaler & Detergent remover which will hygienically clean your machine, and prevent the smell reoccurring.

You should also check if your washing machine drain hose connects to your under sink plumbing. If so, ensure this is clean and free from any blockages.

Please note it is quite normal for a small amount of water or conditioner to remain in the fabric conditioner compartment at the end of each wash cycle. If your machine fails to remove the fabric conditioner from the appropriate compartment, it is likely there is a blockage within the detergent dispenser itself. We recommend you remove the detergent dispenser drawer and clean using hot soapy water to remove any blockages and re-try the wash process. It is possible a partial blockage was caused from some unused conditioner. Remember some concentrated conditioners need to be diluted by mixing them with water prior to the start of the programme.

Finally check that the feet are level and the washing machine is not too low at the front as this could prevent the fabric conditioner being rinsed away.

We recommend you check that your cold water supply is on. This is a common cause of your appliance failing to fill on the ‘rinse’ cycle and will result in your washing machine stopping mid-cycle. On some newer washing machines this is indicated by using either a tap symbol or a flashing light, to advise there is a water supply issue.

Finally in some cases failure to position the drain hose at the correct height may also lead to problems of your appliance stopping mid-cycle. Check your instruction manual on how to position the drain hose correctly.

Many of our newer washing machines have a series of indicator lights, which flash to indicate a possible fault.

The most common are:

Pre wash light flashing - Indicates that the washing machine is failing to fill correctly. Check your fill hoses to make sure they are turned on correctly. It is also worth checking for any blockages, leaks or kinks in the fill hose pipe.

Wash light flashing - Indicates that your programme dial has been moved from its original position. Simply returning the wash dial to its original position will restore the light to its original status.

Spin light flashing - Indicates that the washing machine has considered the wash load to be excessive or unbalanced. We would recommend removing the clothes, redistributing the load evenly and retry the spin cycle to resolve this.

End light flashing - Indicates that the washing machine has reached the end of a wash programme.

If the wash, rinse and spin function lights all flash at the same time, this would indicate a possible blockage in your filter or waste / drain pipe.

To achieve the perfect wash make sure you select the correct programme, and then add the recommended amount of detergent. Take care not to overload your washing machine as this will produce poor wash results due to an inability of the appliance to effectively dissolve the detergent.

Try re-washing garments on the correct programme ensuring that an adequate amount of detergent is used. Check to make sure that the economy or quick wash option (if available) is not being used on heavily soiled items. You may also find that heavily soiled items need a pre-wash cycle beforehand to ensure maximum freshness and the best wash results.

Your washing machine has an in built feature to prevent it spinning with an unbalanced load. The appliance will try to redistribute the load to achieve balance, however, if it remains unstable the spin process will be aborted. This will minimise excessive vibration and prolong the life of your machine.

Some washing machine models are fitted with a ‘Final Spin’ indicator light, to advise you that the load is unbalanced. On other models you may notice the clothes are still soaking when you attempt to remove them from the drum. In this instance, we would recommend removing the clothes, redistributing the load evenly and then reselecting a spin programme.

Modern washing machines are designed to use less water, which means the appliance launders the clothes more – resulting in longer wash cycles. For approximate programme times, please see your user manual. It is also possible that the load detection system has detected an imbalanced wash load, the machine will then attempt to correct this by redistributing the load during the wash cycle. We recommend you wash large and small items together to prevent this issue occurring.

All of our latest washing machines are designed to give optimum wash results whilst also reducing the impact on the environment by using the minimum required amount of water and energy.

If your washing machine empties into the waste system under the sink, please ensure that the connection to the sink plumbing is clear from any blockages; such as a build up of food deposit or fat. It is also important to check the drain hose to ensure this is not blocked, kinked or bent as this can prevent the water draining out of your washing machine. If your appliance empties into a stand-pipe, ensure the drain hose is not pushed in by more than 4 inches.

Finally, check the “crease care” or “rinse hold” options are not selected, as using either of the options will hold the washing in the final rinse water on synthetic wash programmes.

Check that the socket your washing machine is connected to is live by plugging in and testing another piece of equipment such as a radio. Your washing machine comes fitted with a 13 amp plug and lead, please ensure that the correct rating of fuse is being used. If you are using an extension lead you might want to try testing your machine with a different one. Always ensure that your on/off or start switch is in the correct position and that the door is closed firmly at the 3 o’clock position.


Noise related issues

If your washer-dryer appears noisy or unstable when using it for the first time it’s possible the installation hasn’t been completed properly. Please ensure the protective brackets or bolts (used for transportation) have all been removed before using your washer-dryer. You can keep them should you wish to transport your appliance again in the future.

Full instructions on how to do this can usually be found on the first few pages of your user handbook.


Leaking issues

As part of the manufacturing process we thoroughly test your washer-dryer to ensure that it will not leak from any internal components after you have installed it. Any leaking before or during its first use is most likely due to water still remaining in the washer-dryerfollowing this testing process.

Further checks can be easily carried out. Firstly, we’d recommend checking the fill hose (water supply) drain hose and mains plumbing for leaks. Take care to check the fill hose connection to your washer-dryerand to the mains plumbing (taps) are secure.

It is also possible for a leak to appear from your detergent dispenser, which can be caused by excessive water pressure or the washer-dryer has not been levelled properly during installation. You can raise the front of the appliance by adjusting the feet at the front of the machine.

We’d also recommend double checking the water supply hose connections (at both ends) as well as checking the drain hose during the pump out process.


Operation

There are a number of reasons that could cause your washer-dryer to smell.

The most common causes are: Consistent washing at low temperatures – means that bacteria and undissolved detergents can build up, causing your machine to smell. We would recommend running your machine at 90 degrees using some biological detergent to help destroy the build up of bacteria and detergents. You can also run a 90 degree service wash monthly using our De-scaler & Detergent remover which will hygienically clean your machine, and prevent the smell reoccurring.

You should also check if your washer-dryerdrain hose connects to your under sink plumbing. If so, ensure this is clean and free from any blockages.

For more information on the De-scaler & Detergent Remover.

Check that the socket your washer-dryer is connected to is live by plugging in and testing another piece of equipment such as a radio. Your washer-dryercomes fitted with a 13 amp plug and lead, please ensure that the correct rating of fuse is being used. And if you are using an extension lead you might want to try replacing or testing your machine with a different one.

Always ensure that the on/off or start switch has been used/deployed properly and that the door is closed firmly at the 3 o’clock position.

If your washer-dryer do not empty into the waste system under the sink, please ensure that the connection to the sink plumbing is clear from any blockages; such as a build-up of food deposit or fat. It is also important to check the drain hose to ensure this is not blocked, kinked or bent as this can prevent the water draining out of your washer-dryer.

If your appliance empties into a stand-pipe, ensure the drain hose is not pushed in by more than 4 inches. Finally, check the “crease care” or “rinse hold” options are not selected, as using either of the options will hold the washing in the final rinse water on synthetic wash programmes.

Modern washer-dryers are designed to use less water, which means the appliance launders the clothes more – resulting in longer wash cycles. For approximate programme times, please see your user manual.

It is also possible that the load detection system has detected an imbalanced wash load, the machine will then attempt to correct this by redistributing the load during the wash cycle. We recommend you wash large and small items together to prevent this issue occurring.

All of our latest washer-dryers are designed to give optimum results whilst also reducing the impact on the environment by using the minimum required amount of water and energy.

Your washer-dryer has an in built feature to prevent it spinning with an unbalanced load. The appliance will try to redistribute the load to achieve balance, however, if it remains unstable the spin process will be aborted. This will minimise excessive vibration and prolong the life of your machine. Some washer-dryermodels are fitted with a ‘Final Spin’ indicator light, to advise you that the load is unbalanced. On other models you may notice the clothes are still soaking when you attempt to remove them from the drum. In this instance, we could recommend opening the machine, redistributing the load and re-selecting a spin programme.

To achieve the perfect wash make sure you select the correct programme and add the recommended amount of detergent. Take care not to overload your washer-dryer as this will produce poor wash results due to an inability of the appliance to effectively dissolve the detergent. Try re-washing garments on the correct programme ensuring that an adequate amount of detergent is used.

Check to make sure that the economy or quick wash option (if available) is not being used on heavily soiled items. You may also find that heavily soiled items need a pre-wash to be used in order to improve the wash results.

Many of our newer washer-dryers have a series of indicator lights, which flash to indicate a possible fault.

The most common are:

Pre wash light flashing - Indicates a failure of your washer-dryerto fill correctly. Check your fill hoses to make sure they are turned on correctly. It is also worth checking for any blockages, leaks or kinks in the fill hose pipe.

Wash light flashing - Indicates that your programme dial has been moved from its original position. Simply returning the wash dial to its original position will restore the light to its original status.

Spin light flashing - Indicates that the washer-dryerhas considered the wash load to be excessive or unbalanced. Open up the door of the washer-dryer, re-distribute the garments and retry the spin to resolve this.

End light flashing - Indicates that the washer-dryer has reached the end of a wash programme.

If the wash, rinse and spin lights all light at the same time, this would indicate a possible blockage in thewaste system.

We recommend checking your user manual as all models vary – you can also download your user manual here.

We recommend you check that your cold water supply is on. This is a common cause of your appliance failing to fill on the ‘rinse’ cycle and will result in your washerdryer stopping mid-cycle. On some newer washer-dryers this is indicated by using either a tap symbol or a flashing light, to advise there is a water supply issue.

Finally, in some cases failure to position the drain hose at the correct height may also lead to problems of your appliance stopping mid-cycle. Check your instruction manual on how to position the drain hose correctly.

Please note it is quite normal for a small amount of water or conditioner to remain in the fabric conditioner compartment at the end of each wash cycle. If your machine fails to remove the fabric conditioner from the appropriate compartment, it is likely there is a blockage within the detergent dispenser itself. We recommend you remove the detergent dispenser drawer and clean using hot soapy water to remove any blockages and re-try the wash process. It is possible a partial blockage was caused from some unused conditioner. Remember some concentrated conditioners need to be diluted by mixing them with water prior to the start of the programme.

Finally check that the feet are level and the washer-dryer is not too low at the front as this could prevent the fabric conditioner being rinsed away.


Performance and temperature related issues

If you suspect that your washerdryer is not as efficient as it used to be you need to be checking a series of non mechanical problems.

We recommend the following:

Ensure that the vent hose is not blocked or crushed.

Ensure that your washer-dryer is not being overfilled with clothing as this will impair the performance.

Double check the heat switch on your dryer is set to the appropriate position.

If your washerdryer has a “set and forget” auto drying feature and you are having problems getting the drying process to operate, it could be attributed to a number of non mechanical faults.

We recommend the following:

Ensure that you are loading the washer-dryer correctly, as putting in an undersized load will result in the sensing mechanism cutting off the drying process prematurely.

Ensure that you are not attempting to use a programme that is designed merely as a short drying process utilising very low temperatures such as in the case of the easy iron and easy care functions.

Ensure that the sensors in the drum are kept clean and free from grease and dirt by wiping with a dry cloth.


Control and Dial related issues

On certain models the dryer programmer does not rotate. Instead, a series of progress indicator lights illuminate to advise the user of the dryers status.

Certain models have an added crease care facility. Crease care is activated when the appliance has finished its cycle and the clothes are then d in cool air which protects them from creasing and reduces ironing times. The crease care option will keep tumbling the clothes intermittently until the programme dial is manually advanced to the off position.


Performance and temperature related issues

Check that the socket your dryer is connected to is live by plugging in and testing another piece of equipment such as a radio. Your dryer comes fitted with a 13 amp plug and lead, please ensure that the correct rating of fuse is being used. If you are using an extension lead you might want to try replacing or testing your machine with a different one. Always ensure that the on/off or start switch is in the correct position and the door has been closed firmly.

If you suspect that your dryer is not as efficient as it used to be you need to be checking a series of non mechanical problems.

We recommend the following:

Ensure that the vent hose is not blocked or crushed.

Ensure that the lint filter is clear from fluff build up.

If your dryer has a water container, ensure it is empty.

Ensure that your dryer is not being overfilled with clothing as this will impair the performance.

Double check the heat switch on your dryer is set to the appropriate position.

Ensure that the condenser unit has been washed using running water.

If your dryer has a “set and forget” auto drying feature and you are having problems getting the drying process to operate, it could be attributed to a number of non mechanical faults.

We recommend the following:

Ensure that you are loading the dryer correctly, as putting in an undersized load will result in the sensing mechanism cutting off the drying process prematurely.

Ensure that you are not attempting to use a programme that is designed merely as a short drying process utilising very low temperatures such as in the case of the easy iron and easy care functions.

Ensure that the sensors in the drum are kept clean and free from grease and dirt by wiping with a dry cloth.


General Issues

Dryers are designed to be fitted onto the top of some of our washing machines. This stacking process must only be completed using one of our genuine stacking kits.

To establish exactly which stacking kit you require or to purchase please +65 6250 6888.


Filters, Condensers and Water Containers

If you find that your Condenser dryer is taking a long time to dry then this could be due to a build up of fluff in the condenser. The condenser is found at the bottom of your appliance. Simply take this out by grasping the bottom cover by the ides and pull it off gently towards you. Remove the condenser by rotating the clips, then pulling the condenser towards you. Run the body of the condenser under a cold water tap to remove and build up. Refit the condenser and use as normal.

We recommend that in order to keep your machine working efficiently, you regularly clean the filter and condenser.

To clean your dryer filter simply open the door of your appliance and look for the fluff filter (located in the bottom of your door opening). Pull out the filter and clean the fluff build up. If there is a large quantity of fluff you may use a vacuum cleaner to remove this. We recommend you clean this filter out each time you use your dryer to ensure your machine works efficiently.

Failure to empty the water container can result in your machine not heating (your clothes may still be wet at the end of the drying cycle). To empty your water container, simply pull the container out towards you and remove it fully from the dryer. Empty all the water collected, then refit the water container, ensuring that it is pushed fully back into position.


Control and Dial related issues

On certain models the programmer does not rotate. Instead, a series of progress indicator lights illuminate to advise the user of the dryers status.

Certain models have an added crease care facility. Crease care is activated when the appliance has finished its cycle and the clothes are then d in cool air which protects them from creasing and reduces ironing times. The crease care option will keep tumbling the clothes intermittently until the program dial is manually advanced to the off position.


Noise related issues

A noisy Refrigerator isn’t uncommon, especially on a new appliance. A sharp cracking sound from within your fridge can usually be attributed to the build up of frost on your internal fridge components.

Causes of noise:

The pump/compressor motor – Normal

Pipe work vibrating against the wall – Check the position

Gas circulating inside pipes – Normal

Cracking sounds – Defrosting Air Movement – Normal

Your freezer is designed to achieve lower operating temperatures so it will appear to run for longer than an adjacent refrigerator. It will run for as long as is required to achieve the correct operational conditions whilst consuming the minimum of energy during this process.

Below are a few reasons why your freezer may appear to run for longer:

Position – Is it near a heat source i.e. cooker, window, and heater or is it the time of year?

Ventilation – Is there enough air circulation around the cabinet exterior – Check the position.

The freezer must achieve -18°C to be safe. The lower the temperature, the longer the appliance will run. Try adjusting the thermostat.

Your frost-free appliance utilises a series of internal and external fans during its normal operation so there will be a slight increase in the operating noises. This is quite normal so do not worry if you hear one or two different sounds than those you heard with your old appliance. If you are hearing a cracking noise then this is perfectly normal. Your freezer will defrost its self usually once a day and during this time the ice melts. Just like when ice cubes melt in a drink a cracking sound may be heard.


Water and Ice related issues

Moisture or droplets of water on the inner base of your appliance are usually associated with a blocked gutter outlet on the rear inner wall; they could also be caused by items touching the back wall of the appliance. We recommend you clear any obstruction from the gutter outlet using a drinking straw or pipe cleaner for example then mop up the water on the base and this should cure the problem. Please see user manual for more information.

As all green leaved vegetables contain a high level of water, failure to provide an adequate amount of air circulation around the salad and vegetable compartments could result in condensation forming upon the underside of the glass shelves directly above them. We recommend that you try introducing a small amount of air circulation by either pulling the glass shelf forward a couple of millimetres or if fitted re-adjust the sliding corresponding to the salad and vegetable compartments.

The melted water produced when your appliance auto defrosts itself goes to a water collection point on the rear of your appliance that sits above the compressor. As the compressor gets warm during everyday usage the resultant moisture is evaporated.

Small amounts of delicate frost will often appear on the basket fronts if the doors of the appliance are left ajar for any length of time. Avoid leaving the doors open for longer than is absolutely necessary and also remember to cover all food and liquids either in a bag or other plastic container.

You must also always use the genuine ice cube tray inside an frost-free appliance, which has a fitted lid to keep the moisture from entering the system.


Appearance related issues

When you have a new appliance you sometimes find that your appliance feels slightly unstable. It is vitally important, that all four corners of your appliance are in contact with the floor. Failure to level your refrigerator can result in an increase in the noise levels. You may also find on some of our taller refrigerator that failure to level the feet will give the impression of the refrigerator doors having drooped on one side. To level your Refrigerator it is recommended that you get help from a second person to hold the appliance whilst you lift the front feet slightly off the ground then adjust one or both feet until you get a satisfactory level again.

To rectify a dropped door we recommend that you lengthen the foot on the hinged side of the refrigerator, leave the appliance for a day or so and this should disappear.

You will find door reversal instructions for each appliance including diagrams inside the user manual that came with your appliance. Call us to book a door reversal with one of our skilled engineers on+65 6250 6888- A charge will be applied.


Temperature, performance and alert related issues

Our refrigerators are designed to achieve internal temperatures of between 0 and 5 degrees Celsius. As warm air rises and cold air falls we recommend placing milk and other similar products in the dairy compartment situated at the base of the appliances door. This is one of the coldest spots on your appliance and as such is an ideal place to store your milk and get the shelf life that you require from it. Avoid placing milk and other such perishables on the middle and upper shelves of your appliance, as this will shorten the shelf life of the products.

Should you have any concerns about the safe running temperatures of the appliance you can purchase a fridge thermometer. Place the thermometer on the middle shelf of your appliance, leave it overnight and then examine the reading the next day without removing the thermometer from its overnight position.

Your refrigerator is designed to operate at various temperature range depending on the type of food to be stored. As warm air rises and cold air falls it is safe to say that the best way to store your food is to place it in the most appropriate shelf compartment.

There are various zones within the Refrigerator providing different temperature setting for different type of food
−18°C / −0.4°F (freezer)
0°C / 32°F (meats)
5°C / 41°F (refrigerator)
10°C / 50°F (vegetables)

It is vitally important that you store milk in the dairy compartment of your frost-free appliance. Storing the milk upon one of the upper shelves could both hinder the through put of cooled air around the appliance and cause the milk and food to freeze as it is being exposed to air, which is being drawn directly from the freezer compartment.)


Other issues

If there has been a spillage inside your appliance it should be cleaned up as soon as possible to avoid smells caused by bacteria build up within your appliance. We recommend using our fridge care. Simply spray onto internal and external areas of your appliance- shelves, salad bins etc. then wipe away with a damp cloth. This cleans and sterilises all surfaces and can also be used on normal worktops.

If the interior light does not go out after you have closed the door on your built in appliance it is more than likely that the outer décor door of your cupboards is not fitted properly. This can result in the appliance door not being allowed to close fully, keeping the appliances inner light on. We recommend you check the decor door to see if it is securely fitted.

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