Frequently Asked Questions

Where do I find the model number of my product?

On freestanding stoves this is normally found inside the storage compartment which is situated under the oven door.  On built-in ovens, if the door of the product is opened, the rating label should be visible on the door edge.  On hobs, the label is situated underneath the product.  On extractors, one needs to remove the aluminum filters and the rating label is found on the motor.  The model number is required when placing a service request or ordering parts.

Can I remove the oven door glass for cleaning?

On some models the inner door glass is removable, but it is always a good idea to give our customer service desk a call, and we can talk you through the various models.

Installation of built in ovens?

Built-in ovens require adequate ventilation slots – please refer to your product manual for detailed instructions of the ventilation requirements.

How to install your built in oven?

In the interests of consumer safety, any adjustments, alterations or replacement parts should only be made or fitted by a suitably qualified and competent person with the machine disconnected from the mains supply.

The surrounding kitchen units must be made of a material able to withstand temperatures of 70°c.

My grill element does not glow red?

Some oven functions work with the elements being thermostatically controlled, so the grill my not glow all the time.  Some grill elements have an inner and outer element, if so they will not necessarily glow red.

My oven will not work?

Firstly check that the unit has power, that the isolator is in the ‘on’ position and that the switch on the DB board is in the correct position.

Ovens which have digital timers, or end cooking timers – check that these are in the manual position and for those with digital timers that they are not in automatic mode.

The ignition on my gas cooktop is not working?

On some freestanding models the ignition will not work unless the timer has been set.

My gas burner lights and cuts out?

When lighting a gas burner it is important to continue depressing the burner knob for a few seconds after the burner has lit in order for the thermocouple to register the flame, should the burner continue to cut out, it is advisable to contact the service center.

My burner won’t light with the automatic ignition?

The ignition requires an electrical connection, should the ignition still not work, try lighting the burner manually.

My new oven smells and has smoke coming out of it?

Before you use an oven for the first time wipe over the external surfaces with a damp cloth. Check that all plastic wrapping and paperwork has been removed from oven before use. Wash all the accessories, pans, trays and shelves with a solution of hot water and dishwashing liquid.  Set the oven on the maximum temperature and leave for 1 hour, this will remove any lingering smells from the manufacturing process.  Make sure to ensure that the room is well ventilated while this is being done.

The oven is burning my food?

If you are using the fan oven then temperatures can be reduced by as much as 20°c compared to a conventional oven, this is due to its efficient circulation of the heat.  Cooking times can also be reduced by up to 10 minutes per hour.

There is a fan running even though I have switched the oven off?

Some ovens have an internal cooling fan which will keep running to protect the controls and dissipate heat from the oven until the temperature cools to approximately 60°c.

What does multifunction oven mean?

This means that there is more than one element in the machine and a fan.   These various functions are described in the manual under the ‘Cooking Functions’.

What is the grill deflector?

This is normally found on gas ovens and it is fitted into the entrance to the top of the grill to stop the heat generated from the grill scorching the control panel and knobs.

What is the difference between fan and fan-assisted ovens?

A fan oven heats up by blowing hot air to all parts of the oven.  The heat source is the element that surrounds the fan.  Hot air is produced as soon as the fan is switched on, so food starts cooking at once which reduces the overall cooking times.  Also, because the fan transfers the heat more efficiently to the food, cooking temperatures can be lower than those in a conventional oven.

Fan assisted ovens circulate the heat generated by the top and bottom elements.  The time it takes to reach full temperature is the same as for conventional ovens, so cooking times are not reduced, but the temperature can be reduced.

How do I clean a stainless steel finish?

There are many products available on the market, however it is important to carefully read the cleaning instructions as some stainless steel cleaners as well as ammonia based products can remove the laminate markings off you unit.  Normally soapy dishwater and Q20 work well to maintain the stainless steel finish.

My ceramic hob will not heat up?

On some of the ceramic / induction hobs there is a pan sensor.  This means that although the hob itself is turned on, you need to put a pan on the hob in order for it to work.  On induction hob the hot plate will not glow red, it will only get hot where the pan touches is.  This heat is conducted from the contents inside the pan.  The pan sensor is there to help save on power.

The flame on my gas hob is weak?

It is important to note that in the interests of consumer safety, any adjustments, alterations or replacement parts should only be made or fitted by a suitably qualified and competent person.

It is possible that the jets of the hob are blocked, these can be removed (anti-clockwise) and boiled in hot water in order to clean the outlets.  Changing jet size will not give any additional heat to a burner.  It is also important to note that gas units are required to be installed by a registered LPG technician.

What cookware must I use?

Cookware now comes with a labelling system to indicate which are the suitable cooking mediums.  Check the labelling before purchasing.

What is the correct hanging height of a cooker hood above a cooktop?

The minimum distance above an electric hob is 60cm and the minimum distance above a gas hob is 70cm.  Please note however that the cooker hood should not be hung higher than 75cm otherwise it will lose efficiency.

Must a cooker hood be ducted out?

Most cooker hoods can be ducted out or re-circulated.  Ducting out is the most efficient, however this needs to be as short and as direct as possible and it is imperative that the recommended ducting size is not reduced as this will impact the cooker hood performance.

Why is my cooker hood flashing indicator lights?

On some electronic hoods the indicator lights will flash to show that the carbon filters may need to be changed.  Some hoods also require that the hood is re-set after these are changed.  Some electronic hoods will also flash to show that the aluminum grease filters require cleaning.

My kitchen still has odours even though my hood is vented?

It is important to turn the cooker hood on prior to starting to cook in order to allow the hood time to extract.  Check that the butterfly flap is in the correct position as well that the ventilation tubes are securely connected.

Steam does not get sucked up into the hood. Is there something wrong?

All hoods have variable power levels.  If there is too much being cooked at once and the hood is not on the correct level, then the hood may not take all the steam away.  The hood will eventually take away all condensation if it is left on for a short period after the cooking has been completed.  When using the hood make sure that other doors and windows are not open at the same time, as the hood may be fighting against other openings.

How do I go about placing a service call for my appliances?

You contact our service department either telephonically or via e-mail and we will arrange for a technician to come through.

What is covered under warranty?

Technical faults with the appliances are covered, however this excludes installation faults and user error.  Where a service is requested under warranty and no fault or defect can be found by the technician, all costs incurred will be for the purchaser’s account.  Warranties also exclude glass, fuses and lamps, and are limited to 50km from an authorized dealer.

Does my gas installation have to be done by a registered LPG gas installer?

Yes, it is a legal requirement that all gas installations are done by a registered SAQCC gas installer who carries a valid installer’s license.  The installer will provide you with a compliance certificate which the company may request when processing warranty claims.  Upon completion of the installation, the installer is required to explain the operational details of the appliance together with the safety instructions.

What do I do if I smell gas?

Turn off the gas supply at the bottle, and extinguish all naked flames. Do not operate any electrical appliances and make sure that the area is well ventilated.  If odour persists contact a registered LPG technician to attend to the gas leak.

What is burn-back (Fire in burner tube or chamber)?

In the event of burn-back, where the flame burns back to the jet, immediately turn the gas supply off at the control valve on the panel.  After ensuring the flame is extinguished, wait for 1 minute and re-light the appliance in the normal manner.  Should the appliance again burn back, close the control valve and call a service technician.  Do not use the appliance again until the service technician has declared that it is safe to do so.

What gas pressure is required?

Domestic gas appliance require an operating pressure of 2.8kPa.  An LPG regulator that complies with the requirements of SANS 1237 must be installed.

What is Induction and what is its advantages?

Induction: An electronic generator powers a coil located inside the appliance. This coil creates a magnetic field, so that when the pan/pot is placed on the hob, it is permeated by the induction current. These currents make the pan/pot into a real heat transmitter, while the glass ceramic hob remains cold. This system is designed for the use of magnetic-bottomed pots/pans. Put simply, induction technology has two main advantages: as heat is emitted only by the pan, heat is maintained at its max level & cooking takes place without any heat loss. There is no thermal inertia, as cooking automatically starts when the pan is placed on the hob and stops when its removed.

Do I require special pots for gas hobs?

Always use good quality cookware with perfectly flat and thick bases, preventing hot spots that causes food to stick. Thick metal pots/pans, will provide an even distribution of heat. Ensure that the base of the pot/pan is dry, this will help avoid staining of the hob. Use pans whose diameter is wide enough to completely cover the surface unit, the size of the pan should not be smaller than the heating area, if it is slightly wider the energy will be used at its maximum efficiency.

How to select the cookware best adapted to obtain good results?

Cookware with the Induction label/mark (apply a magnet on the bottom of the pan, it must stick). Stainless steel – non detectable, expect stainless steel ferromagnetic. Aluminium – non detectable. Cast Iron – good performance. Enameled steel – good performance. Glass – non detectable. Porcelain – non detectable. Copper bottom – non detectable.