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Frequent Asked Questions


Noise related issues

My washing machine is noisy and unstable.

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

My washing machine is leaking.

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 is a smell coming from my washing machine.

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.

My fabric conditioner is not being taken away.

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.

My washing machine is stopping mid cycle.

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.

There is a light flashing on my washing machine.

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.

Why are my wash results poor?

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.

My washing machine will not spin.

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.

My washing machine appears to have no electrical supply.

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.

My washing machine is taking too long.

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.

My washing machine will not empty.

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.

My washing machine appears to have no electrical supply

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

My washing machine is noisy and unstable

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

My washer dryer is leaking

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 dryer following 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 dryer and 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 is a smell coming from my washer dryer.

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 dryer drain hose connects to your under sink plumbing. If so, ensure this is clean and free from any blockages.

My washer dryer appears to have no electrical supply.

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 dryer comes 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.

My washer dryer will not empty.

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.

My washer dryer is taking too long.

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.

My washer dryer will not spin.

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 dryer 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 could recommend opening the machine, redistributing the load and re-selecting a spin programme.

Why are my wash results poor?

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.

There is a light flashing on my washer dryer.

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 dryer 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 washer dryer has 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 the waste system.

My washer dryer is stopping mid cycle.

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 washer dryer 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.

My fabric conditioner is not being taken away

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

My washer dryer isn’t as effective as it used to be.

If you suspect that your washer 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 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.

The ECO sense drying feature will not function.

If your washer 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 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

My dial is not rotating.

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.

My washer dryer keeps tumbling after the programme has finished.

Certain models have an added crease care facility. Crease care is activated when the appliance has finished its cycle and the clothes are then tumbled 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

There is no electrical power to my dryer.

Check that the socket your tumble dryer is connected to is live by plugging in and testing another piece of equipment such as a radio. Your tumble 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.

My dryer isn’t as effective as it used to be.

If you suspect that your tumble 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 tumble dryer has a water container, ensure it is empty.
  • Ensure that your tumble 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 you need further assistance please call customer service on +65 6250 6888.

The ECO sense drying feature will not function.

If your tumble 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.

If you need further assistance please call customer service on +65 6250 6888.

General Issues

Can I stack my dryer onto my washing machine?

Tumble 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.

Filters, Condensers and Water Containers

How do I clean the condenser?

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.

How do I clean the fluff filter?

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.

How do I empty my water container?

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

My dial is not rotating.

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

My tumble dryer keeps tumbling after the programme has finished

Certain models have an added crease care facility. Crease care is activated when the appliance has finished its cycle and the clothes are then tumbled 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.

General Cooking

Which pans are suitable for my ceramic hob?

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.

The rings on my gas cooker will not ignite.

Should one or more of the gas cooker rings not ignite, we recommend you check that the burners themselves are free from fibre or strands of a cleaning pad, simply remove the burner caps and wipe around the burner rings with a dry lint free cloth then re-try. If you have a glass lid fitted to your appliance, ensure that it is fully upright and free from any obstructions as either of these conditions will result in the gas supply to the hotplates being shut off until the problem is resolved.

If the problem persists, ensure that the batteries (where fitted) are new, or if the cooker/hob has a plug, check the socket is working and try a new fuse.

There is a fan running and I am not using the ovens.

Most of our modern appliances are fitted with a cooling fan to prevent the controls getting too hot.

The fan can run for up to 30 minutes after the oven has been switched off for safety reasons. During this period the fan may switch off and on, this is perfectly normal.

My solid hotplates are staying warm long after the cooking has finished.

Because of the dense materials used in the manufacture of solid hotplates they can often feel warm long after the hob top has been switched off.

This is a perfectly normal characteristic of solid hotplates which work in a slightly different manner to other types of electric heating elements.

What are the installation requirements for my gas cooker?

Full installation instructions are included in all the customer manual booklets. Always refer to these instructions for installation requirements.

Poor cooking results?

Customers changing from a conventional oven to a modern fan assisted oven may find that they need to reduce cooking temperatures by approximately 25 degrees centigrade and cooking times by approximately 10 minutes in every hour. We recommend you centralising your food and always place food upon a shelf, not directly onto the oven base itself, to enable the heat to be circulated around the entire surface of the cooking vessel. This is particularly important in a top oven as the grill elements are used in conjunction with top oven cooking apparatus to deliver heat from above and below the food.

Pans with high sides may affect the cooking performance due to airflow.

General Information on Induction Hobs

How does induction-cooking work?

Unlike conventional electric hobs induction hobs do not work by directly heating the glass surface from underneath. The cooking vessel itself is the heating element. Heat is produced directly inside the pan, provided it is made from a ferromagnetic material, i.e. iron or steel. Because of this it is extremely important to use the correct pans.

  • Ease of use - The beauty of induction hobs is that each plate can be controlled independently of its surrounding hotplates, for a fixed period at whatever temperature level the user requires.
  • Safety - After cooking, the surface of any hob can get hot as heat is transferred from the cooking vessel back onto the hob glass. For your safety, our induction hobs have a residual heat indicator, which will be displayed (normally by a letter H adjacent to the heating zone selection key) until the hob temperature is below 60 degrees centigrade.

What heat setting should I put the hob on?

Setting

Use

1

Melting Butter or Chocolate etc

2 or 3

Heating food gently

Keeping water simmering

Heating sauces containing egg yolk and butter

Simmering Stews, Meat, Fish or Vegetables

4 or 5

Heating solid or liquid foods

Keeping water boiling

Thawing frozen vegetables

Making 2-3 egg omelettes

6 or 7

Cooking food just above simmering

Maintaining a rolling boil for preserve making

8 or 9

Sealing meat and frying fish

9

Frying potatoes

Boiling water

Deep fat frying

Dissolving sugar for preserve making

What utensils or pans can I use with my induction hob?

Cast iron, enamelled steel and special stainless steel for induction are compatible. Copper, ceramic, earthenware, glass, aluminium and non-magnetic stainless steel are not compatible with induction cooking.

For maximum efficiency, the diameter of the cooking vessel should be as close as possible to the diameter of the heat zone being used. Using well-adapted cooking vessels saves energy as well as shortening cooking times.

How do I lock the hobs controls?

In order to lock the control hob you would need to press the Lock button. A red LED will be displayed beneath the button to show that the controls are locked. To unlock them, press the key once more and the LED will go out and the controls will be unlocked.

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