Customer Care

Here at Stoves we are committed to providing a comprehensive after sales service to all our customers.

FAQ

These types of elements can only be switched on or off. So, in order to regulate the temperature between higher settings and lower settings, a timer is used to switch the element on and off for certain periods of time. If you select the highest temperature setting, then you will notice that the element seems to stay on all the time. This shows that the hob is working correctly. Never stare directly at ceramic elements while they are in use!

Was the element in use for an excessively long time? Was the diameter of the pan in use rather smaller than the diameter of element (so that the pan could not absorb all the heat from the element)? Were you able to switch the element back on again once it had cooled down? If the answer to any of these questions is 'yes', then the safety cut-out may have operated and then re-set itself. If the hob keeps cutting out, then please contact the Service Department.

Is the pan size appropriate to the size of the element ring? What type of pan is being used? Aluminium conducts heat well but is not recommended because it tends to mark ceramic surfaces. Cast iron pans are good, but have to be used with care on ceramic surfaces because they are so heavy. Copper-bottomed pans are good if they are thick-bottomed. Stainless steel is generally very good.

This is normal-it is the outer circle of the element which creates the heat. When you switch the element off, you will see the inner coils glowing a little as the element cools down. Never stare directly at halogen elements while they are in use!! As long as you can boil about 2 pints of water in around 7 minutes then the ring is working correctly.

Is it just one of the elements of the elements or all of the elements? If all of the elements will not heat up, please check that the hob is switched on at the wall cooker point, and that the circuit breaker has not tripped off in the fuse box.
Did the element turn off suddenly? If so, the hob element may have over-heated. Allow it to cool down and then try again. Be sure to use pans with smooth, flat bases which are large enough to cover the outer ring. If the pan is too small, the hob may overheat (and the ceramic glass may crack).
Is it a touch control ceramic hob? If so, please check that the child safety lock has not been activated. If the hob will not respond to the touch controls, try switching off at the wall for 60 seconds and then switch back on.
Can the element not be switched on?
Has the correct button been pressed - i.e. short coffee, cup or mug?
If not enough has been dispensed, just press and hold the cup button again once the flow of coffee has ceased. The flow will start again. Just let go of the button when the cup is full.
The quantities for each cup size can be programmed into the machine's memory - please see the instruction book. Place the relevant cup underneath the spouts, press and hold the relevant cup button (espresso, cup or mug) until the 'program quantity' message appears in the display. Let go of the cup button and then press it again when the cup is sufficiently full. This quantity will now be stored in the memory.
Has the machine gone through its heating-up phase? You must wait until the 'ready' message appears before dispensing drinks.
How long is it since the last cup was dispensed? If the machine has been idle for more than about 3 minutes, it is best to pre-heat the infuser by pressing the 'preheat' (OK) button.
Are the cups being pre-heated? Make use of the Stoves warming drawer if available, otherwise pour a little hot water into the cup and let it stand for a little while before discarding the water and dispensing the coffee. The smaller the coffee cup (e.g. espresso), the more important it is to pre-warm it.
Adjust the temperature settings in the menu.
Has the cup button been pressed twice by accident? The first press will start the flow and the second press will stop it.
Has the waste grounds container been emptied and cleaned?
Has the relevant cup button been selected for the size of the cup, i.e. espresso, cup or mug?
Was the cup button pressed, or pressed and held? Just a short press will dispense one coffee, but if you press and hold the button, then the machine goes into programming mode and thinks you want to adjust the quantity settings. In this case, the flow of coffee will continue until you press the cup button again to stop it.

Was the cup positioned centrally under both the coffee spouts? The coffee will be dispensed simultaneously from both spouts.

This is caused by the protective covering of oil used during the manufacturing process. We recommend that the oven interior and furniture, shelves etc., are cleaned thoroughly with hot soapy water, wipe dry then heat the oven to maximum and leave on for 20 minutes to ensure all oil is removed.

The appliance has a cooling fan behind the control panel of the oven. The cooling fan is to keep the control knobs cool during cooking. This will continue to run for approximately 10-15 minutes after the appliance has been switched off.

A cooker hood must be no closer than a minimum of 650mm. If the cooker has a high level grill our recommended distance is 450mm, but you must check the manufacturers guidelines if not a New World product.

We would recommend a gap of at least 10mm on each side to ensure ease of removal when appliance has to be pulled out for cleaning or repair.

Any gas appliance must be repaired or installed by a person 'Gas Safe' registered. This is to ensure that the installation or repair is carried out in accordance with all current gas safety regulations.

Extraction Mode (Ducted Outside)

The fan draws the vapours produced during cooking into the hood, where they pass through the grease filter and into the open air. The grease filter absorbs the grease contained in the vapours produced during cooking keeping the kitchen almost totally free from grease and odours.

Recirculation Mode

Where it is not possible to vent the hood to the outside, the hood can operate in the recirculation mode. The fan draws the vapours produced during cooking into the hood, where they pass through the grease filter and then through the carbon filter before the clean air is discharged back into the kitchen. The grease filter absorbs the grease while the activated carbon filter absorbs any odours. To ooperate the hood in this mode it is necessary to install an activated carbon filter.

Most model numbers can be found on the rating plate which tends to be located inside the hood on the motor casing.  To access the motor, remove the grease filters and look inside the hood.

Has the cooker hood only been installed recently?
If yes, please be aware that in order to get best results with the airflow, it is best to turn on the fan about 5 minutes before starting to cook, and leave it running for about 15 minutes after the end of cooking. During most normal cooking, a medium extraction power setting should be sufficient.
As far as you are aware, is everything OK with the installation? The minimum clearance height between the hood and the hob must be observed (generally 75cm for gas hobs and at least 65cm for electric hobs). However if the hob is installed at a much greater height than this then the extraction can be ineffective. If the hood is installed for extraction mode (rather than recirculation), then it is important that the exhaust ducting is as short, straight and smooth as possible, with no sharp bends, and the ducting should be pulled tight. The diameter of the ducting should be at least 120mm to be effective.
Is the power of the motor sufficient for the size of the kitchen? To calculate the extraction rate required, multiply the room height x width x depth. Then deduct 20% (to allow for furniture) and multiply this figure by the number of air changes per hour required (which should be at least 6). For example, for a kitchen 2m high x 6m wide x 4m deep (48 cubic metres), take off 9.6 cubic metres for furniture = 38.4 cubic metres x 6 air changes per hour = 230.4. In other words, the extraction rate of the hood must be at least 230.4 cubic metres per hour. Please remember that the maximum extraction rate will be reduced if the hood is used in recirculation mode.
If the hood is not new, then please check that the grease filters have been cleaned.

Please activate the timer at the end of cooking. The fan will continue to run on at the previously selected speed for about 15 minutes and then switch off automatically. This will help to clear cooking odours and vapours. When you return to the hood later on, press the 'timer' button again to deactivate it, and then switch the hood off.

Is the hood in recirculation mode? If so, when were the carbon filters last changed? For the best results, please change the carbon filters at least once every 4 months.

All our dishwashers should be connected to the cold water supply as this gives the most efficient wash results.

We recommend that the dishwasher is always fully loaded and the most appropriate programme is selected for each load. Do not overdose with detergent, regenerating salt or rinse aid and always ensure that the water softener is set 

The water softener conditions water with excessive minerals in it. Once the minerals and scale are removed from the water, it feels "soft". It does not leave minerals or scale behind which makes it feel slippery. If hard water is used in the dishwasher, deposits will form on the dishes and utensils.

The amount of rinse aid needed for the dishes depends on the hardness of the water in your area. Too much rinse aid can result in lather of foaming and cause cloudiness or streaks on the dishes. 

If the water in the area is very soft, rinse aid may not be needed.

If you do need to use rinse aid, dilute with an equal amount of water. 

The rinse aid dispenser has six settings. Always start with the dispenser set on “1 ". If spots and poor drying are problems, increase the amount of rinse aid dispensed by removing the dispenser lid and rotating the dial to "2". If the dishes still are not drying properly or are spotted, adjust the dial to the next higher number until your dishes are spot-free. We suggest it to be set on "4”.

Can you feel any heat when you open the dishwasher door? If not, please request a service visit.

Please check that the diameter of the pan is similar to the hotplate ring diameter. If the pan is much larger, then it will take longer to heat up. As a general rule it should take no longer than 7 minutes to boil 2 pints of water, provided that the pan has a smooth flat base, and provided that the diameter of the pan base is similar to the diameter of the element. Please check that the base of the pan is flat and smooth.

Please request a service visit.

Please check that a temperature has been selected by turning the regulator or switch. If the problem persists, please request a service visit.

Is a suitable ring with a lower power output being used? Has a low setting been selected? It may be helpful to try using a slightly larger pan next time so that the heat is spread over a wider area.

The element will need to be replaced, please request a service visit. Please always ensure that a correctly-sized pan is used on the element - if the diameter of the pan is too small then the element will blow.

Please ensure that the time of day has been set on any timer. Please ensure that both a function and a temperature setting have been selected. Please check which functions are not working before requesting a service visit.

Please ensure that the oven is being used with the door closed. Otherwise the circulation fan may cut-out. If the problem persists, please request a service visit.

Has the thermostat been set correctly? Fan cooking will generally require lower temperatures and shorter cooking times than conventional (top and bottom heat) cooking. If the problem persists, please request a service visit.

Is there heat? If there is no heat, then the element may need to be replaced. Please request a service visit.
If there is heat, is the food burning? If there is heat, and the food is burning, then the thermostat may need to be replaced. Please request a service visit.
If there is heat, and the food is not burning, then please request a service visit as an adjustment may be needed.

Please check which cavity and cooking function is being used. For example, on range cookers, the cooling fan will usually come on as soon as the grill is put on, but may not come on (or may only come on after a time) when using one of the ovens. Please contact us for further advice or request a service visit.

Have the control knobs been changed recently? Have regular knobs (for oven and grill) been put on instead of Switch Back System knobs? SBS knobs have the extra plastic 'lug' on the reverse to fit into the gears. If the wrong knobs are being used, or the plastic lugs have broken off the correct style of knobs, then it will be necessary to replace the knob(s). Please contact us to order replacement parts.

Are both the oven and grill working ok? Is the glass lid (hob burner cover) in a fully upright (90 degree angle) position (where fitted)? Can the knobs be turned easily? If the issue persists, please request a service visit.

Is it just one hob burner that will not ignite or all of them?
Is there an electricity supply to the hob?
Have the electrode(s)/spark plugs become wet or dirty?
Are the burner caps and skirts assembled correctly and are they clean?
Is there any smell of gas coming through? Are the gas taps difficult to turn?
If the issue persists, please request a service visit. Please advise whether there is an ignition button, or whether you press and turn the gas tap to ignite the gas.
Has the hob top/burner got wet or been cleaned recently? If so, please switch off the electricity supply to the hob/cooker until it has dried out, then re-connect the electricity supply.
Are the burner caps and skirts assembled correctly? Check and assemble the burner caps and skirts correctly.
Is the white ceramic sleeve around the electrode damaged or cracked? If so, please request a service visit.
If the issue persists, please request a service visit. Please advise which of the electrodes/spark plugs keep sparking.
Does the cooker use the switch back system? Do the knobs normally revolve when you lower the lid? Do the knobs have an extra piece of plastic on the reverse side? Has the plastic lug on the reverse of the knob broken off? If so, please contact us to order replacement knobs.
Does the cooker have a glass lid? If so please check if there is any wording on the lid advising not to lower the lid unless the burners have been turned off. In this case, the lid is not designed to shut off the gas supply when it is lowered. Always ensure that the hob burners are switched off and cool before lowering the lid. If there is no such wording, then please request a service visit.

Does this model have an FSD (flame supervisory device which starts on a low flame and then goes high)? If so the FSD may need to be replaced. If not, the thermostat may need to be replaced. Please contact us to arrange a service visit.

Is the gas tap/control knob being held in for at least 15 seconds after the flame has lit? This will give time for the thermocouple to heat up so that it 'knows' that the flame has been established and so will continue to let the gas through. If the issue persists, please request a service visit.

Is the door not hanging correctly, or is it a problem with the door not staying shut? Please contact us to arrange a service visit.

Is the cooling fan working? If the model does not have a cooling fan, is the heatshield guard being put in place when grilling?
Are the doors closing well? Apart from the grill door which is left open during grilling (on most models), please ensure that the doors are left closed as much as possible.
If the issue persists, please request a service visit.
Does the oven have a timer? If so, is the timer in automatic mode? Please set the timer into manual mode.
Can the oven thermostat dial be turned fairly easily? If the issue persists, please request a service visit.

Please open the oven door half-way. Does the door drop down to the full 90 degree angle position? If the door does drop down, please request a service visit.

There may be a problem with the temperature sensor probe (RTD) for the main oven. Please request a service visit.

There may be a problem with the temperature sensor probe (RTD) for the top oven. Please request a service visit.

The thermal cut-out switch may have activated (as if the appliance had over-heated). Please request a service visit.

There may be a problem with the low voltage transformer. Please request a service visit.

Please make sure that the pans being used have a magnetic base. It should be possible to stick a magnet to the whole base of the pan. On induction hobs, the pan does not need to be as large as the ring, but the base of the pan should be at least 12cm/5 inches.

You may hear more noise compared to a standard ceramic hob. There will be the sound of the cooling fan which helps to cool the electronics and so prolong the life of the machine. There is also a vibration sound when the induction unit ''communicates'' with the pan via the magnetic field. Reducing the power level a little should help.

There is no pan on the hob or the hob thinks that the pan being used is unsuitable. Check that the correct magnetic pans of an appropriate size are being used. If the issue persists, please request a service visit.

Depending on the model, there is an overall amount of power available to each pair of rings. When one ring is being used on the booster function (to bring to the boil quickly), then it ''borrows'' extra power from the other ring, so that the other ring will not be able to run on full power output.

Try switching off at the wall, then back on, to see if the error clears. If the issue persists, please request a service visit.

A combination oven is a fan convection oven, grill and microwave in one. When you use combination programmes (fan oven + microwave, or grill + microwave) you get the speed and convenience of microwave cooking along with the flavoursome results of traditional cooking. Combination cooking is generally twice as fast as conventional cooking.

Heat resistant glass is best because it can withstand microwave, grill and fan oven energy. Metal is fine for oven and grill, but would cause arcing in microwave mode. On the other hand, plastics would be fine for microwave only mode, but would melt if used for oven or grill.

Generally, fill the container with water and place in the oven. Set the oven to microwave only full power for 20 seconds. At the end of the 20 seconds, the water should be warm, but the container itself should be cool. This is because the microwave energy has passed through the container and been absorbed by the water. If, on the other hand, the water was cool but the container was hot then it would not be suitable. If you ever got arcing during the test, then the container may contain metal and would not be suitable. In the case of arcing, cancel the test straight away.

During heating, bubbles can form in an uneven way and the liquids can overspill suddenly. To prevent this, please stir the liquid before, during and after heating. Good kitchen shops also have plastic microwave stirring rods which can be left it place during heating to help prevent bubbling over and to aid stirring.

Please check that the roller ring underneath the glass plate is clean and has been positioned correctly, and that the glass plate is positioned correctly on the turntable support. If the issue persists, please request a service visit.
Please check that turntable rotation has not been deactivated (on certain models). If the issue persists, please request a service visit.

No, there is a circulation fan which ensures that the crockery heats evenly.

No, the drawer area would not get hot enough for thorough heating of food in order to kill bacteria. However the appliance can be used for short-term use as a place for meat to rest after roasting, or for proving dough. The appliance may be used for keeping cooked food warm for short periods of time (if used on maximum power setting).

Please check that anti-slip mat is in place, and that the crockery has been loaded correctly.

This is normal as the protective coatings are being burnt off. Please run the appliance on full power for 2 hours. Please ensure that the kitchen is well-ventilated during this time and keep pets away from the area.

Be sure not to use too much force when closing the drawer. Because the drawer runs on telescopic runners, it can open up again if closed too sharply. If the issue persists, please request a service visit.

What type of bottles are being stored? It is important to remember that the stated bottle capacity is the MAXIMUM capacity and is based on 75cl Bordeaux bottles. It may be necessary to store the bottles in a 'top and tail' fashion, with the body of one bottle adjacent to the neck of the next bottle.

Please check the instruction manual. On some models, the thermostat is located on the back of the appliance. This is simply because it is set at the outset (usually to setting 2) and then does not really need to be changed. Because it is on the back, it means that the dial will not be knocked accidentally. You would normally need to turn the dial up to 3 only when freezing large amounts of fresh food.

It is best not to. Fridges and fridge-freezers are usually controlled by a thermostat in the fridge compartment which is aiming for a fridge temperature of around 4 degrees Celsius. In cold weather in a garage the air temperature may go below 4 degrees and so the thermostat will get confused - it will think that as the room is already cold it does not need to switch the motor on. At temperatures below 0 degrees Celsius, the thermostat will fail to operate. However, because the appliance is well-insulated, when the motor is off the interior temperature will start to rise, resulting in the food spoiling. Freezers generally do cope well in garages and outhouses (because they are aiming for -18 degrees Celsius and it is very unlikely that the garage would get that cold), but this performance cannot be guaranteed. In particular, you may find that condensation will form on the freezer and it may ice up more quickly than usual. Most appliances are designed to work in a room where the air temperature is between 10 degrees and 38 degrees Celsius, however please check the climate class designation for each model. Freezers also have a power cut safe time figure (the rising time) in hours. This is the time taken for the interior food temperature to rise from -18 degrees to -10 degrees Celsius in hours in the event of a power cut. Frozen food starts to thaw and spoil at -10 degrees Celsius. The higher the rising time figure, the longer the food will be safe for in the event of a power cut or the motor being off.

This is normal. Because this model has quite a narrow width, the glass shelves can fit into the supporting grooves by themselves, even without plastic profile trims. The profiles are not needed.

Please check for blockages in the drain hole. You can pour a small amount of hot water down the condensate channel. Please check fridge door is closing firmly, thermostat is not set to the maximum setting, and that no food items are touching the back wall of the fridge. If the issue persists, please request a service visit.

Is the spindle broken, or is it just the control knobs that are broken? Please contact us to request new control knobs or to request a service visit.

Please turn the oven dial off and then on to a gas mark again. Do you hear the cooling fan come on? Do you hear the ignition clicking? Does the burner ignite but then cut out?
If there is still an issue, please turn the oven dial off, open the oven door for a few moments to allow the pressure to equalize, then close the door again. Turn the oven dial back on to a gas mark setting.
If there is still an issue, please turn the oven off at the wall switch. Wait for a few minutes to allow the electronics to re-set. Then switch back on, set the timer and select a gas mark setting. If the issue persists, please request a service visit.

Remember you must wait until the green light comes on steadily to indicate that the oven has reached the required gas mark temperature. If the issue persists, please request a service visit.

Please check that the water inlet stopcock tap is open.
Please check that there is sufficient water pressure to the appliance. Turn on the cold tap in the kitchen - is there a good flow of water (e.g. enough to fill a 5 litre bucket in about 15 seconds)?
Please check for kinks or obstructions in the water inlet hose.
Please check that a programme has been selected and the 'start' button has been pressed. If the issue persists, please request a service visit.

Please switch the machine off and close the water inlet stopcock. Please arrange a service visit.

Please ensure that the drum has not been over-loaded. If the issue persists, please request a service visit.

Please check that the correct programme (with the relevant wash temperature) has been selected. If the issue persists, please request a service visit.

Please check that the rinse hold/without spin has not been selected by mistake (where applicable).
Please check for kinks or obstructions in the water outlet hose.
Please check the drain pump filter area for blockages (if this area is accessible on the model). If the issue persists, please request a service visit.
Please check that the water inlet stopcock tap is open.
Please check that there is sufficient water pressure to the appliance. Turn on the cold tap in the kitchen - is there a good flow of water (e.g. enough to fill a 5 litre bucket in about 15 seconds)?
Please check for kinks or obstructions in the water inlet hose.
Please check that a programme has been selected and the 'start' button has been pressed. If the issue persists, please request a service visit.

Please switch the machine off and close the water inlet stopcock. Please arrange a service visit.

Please ensure that the drum has not been over-loaded. If the issue persists, please request a service visit.

Please check that the correct programme (with the relevant wash temperature) has been selected. If the issue persists, please request a service visit.

Please check that the rinse hold/without spin has not been selected by mistake (where applicable).
Please check for kinks or obstructions in the water outlet hose.
Please check the drain pump filter area for blockages (if this area is accessible on the model). If the issue persists, please request a service visit.
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