Help with defects or problems

🛠️ First Aid for Viewing Pleasure

1. Apps freeze or the TV responds slowly. Technology sometimes needs a short break.

• The solution: Unplug the TV from the wall socket and wait at least 1 minute before plugging it back in. This fixes 90% of minor glitches straight away.

2. Picture or sound is not to your liking. Do you find the picture too dark or the sound unclear?

• The tip: You can easily adjust this. Press the Menu button and go to Picture or Sound. Here you can choose preset modes such as 'Cinema', 'Sport' or 'Standard'.

3. The TV does not respond to the remote control

• Check: Remove the plastic tab at the batteries (if present) or replace the batteries.
• Tip: Point the remote control directly at the sensor (usually at the bottom right or bottom centre of the TV). If you do not use the TV for a few minutes, it can go into deep sleep mode (standby). In that case, press the on/off button firmly.

🔄 Back to Basics (The Reset)

4. Wi-Fi problems or a frozen picture? Are you having trouble with the internet connection, or is the TV not responding as it should? Please follow the steps below to see whether this gets the item working again.

Step A: Restart the TV This fixes most minor glitches straight away.

1. Switch the TV off with the power button on the remote control.
2. Unplug the TV from the wall socket and wait at least 1 minute.
3. Plug it back into the wall socket and switch the TV on.

Step B: Back to factory settings (Hard Reset) If step A does not work, you can reset the TV to its factory settings. This fully resets the TV, after which you set it up again. The manual of your TV tells you where to find this option in the menu.

📚 Still not solved?

If, unfortunately, neither method works, we will be happy to solve it for you in another way.

In that case, send us a message saying that your Wi-Fi is not working and that you have already carried out the reset instructions. Please include the serial number of your television.

• You can find this number on the sticker on the back of your TV.

As soon as we have this number, we can request a specific supporting software update from the factory to get your TV working again.

5. The TV shows no picture (black screen). Does the TV seem to be on, but there is no picture? Go through this quick check to find out whether the cause is a cable or the screen:

• Check 1: The menu. Press the 'Menu' button on the remote control. Does text or a logo appear on the screen?
• Yes: The screen is fine! The problem lies with the source. Check your HDMI cable or your external decoder (set-top box).
• No: Go to Check 2.

• Check 2: The torch test. Shine a torch (for example the one on your phone) closely at the screen. Can you see a very faint picture after all?
• Yes: The backlight is faulty. Go to: Registering a repair.
• No: Go to Check 3.

• Check 3: Sound or indicator light. Can you hear sound or is the standby light on, but the torch test was unsuccessful?
• Yes: There is probably an internal hardware fault (panel). Go to: Registering a repair.
• No: Check the power cable carefully. Still nothing happening? Then there may be a power supply problem.

• Registering a repair:
• Do you have a TV from 24 up to and including 32 inches and have you gone through all the steps? Then please contact us about the warranty via the platform where you bought the TV.
• Do you have a TV from 33 up to and including 75 inches and have you gone through all the steps? Then you can register the TV for repair with Electronic Repair Rotterdam:

You can register the item for repair using the form below:

• https://formulier.electronicrepair.nl/

Once you have done this, you can send the item, well packed, to the address below together with a copy of the form (important!), placed inside the box. If the form is not in the box, the item will be returned unrepaired.

If you are able to, you can also drop it off at the repair service:

• Electronic Repair Rotterdam BV
• Anthonetta Kuijlstraat 15
• Rotterdam 3066 GS
• Phone: +31 180 471155

They will repair your TV. Should it turn out that the TV can no longer be repaired, you will of course receive a refund of the purchase price or a replacement.

📚 Need more help?

Have you tried the steps above, but the problem has not been solved? Don't worry, we are here to help.

• Take a look at the detailed manual that came in the box with your item. Can't find it? All our manuals are also available online. They contain detailed information about the item you bought.

Still haven't found what you were looking for? Contact us via the platform where you bought this item. That way we have all the necessary details at hand straight away and don't need to email back and forth unnecessarily. That's better for everyone!

To make sure your freezer performs optimally straight away (and runs as quietly and economically as possible), we have put together some important tips and frequently asked questions for you.

Questions about noise or cooling can often be solved easily yourself by placing the appliance correctly!

🛠️ First Aid for Freezing

Below you will find the most important points for trouble-free operation:

1. Most important of all: be patient before switching it on. Have you just put the freezer in place?

• The solution: Wait at least 24 hours before plugging it into the wall socket. The refrigerant needs to 'settle' after transport. If you switch it on too soon, the compressor can be damaged.

2. The freezer makes a humming or gurgling noise A freezer is never completely silent. You will hear the compressor start up or the liquid flowing. But is it making a lot of noise?

• The solution: Check that the freezer is level. Turn the adjustable feet on the bottom until it stands firm and straight. Also make sure the back does not touch the wall (keep a gap of approx. 10 cm for ventilation). This fixes 90% of vibration noises.

3. The door is hard to open (vacuum) Have you just closed the door and can't open it again straight away?

• This is normal: The warm air that got in shrinks immediately because of the cold. This creates a vacuum that holds the door shut. It is a sign that the seal is working well! Wait 1 minute and the door will open smoothly again.

4. Ice (frost) builds up quickly in the freezer Do you see ice crystals on the walls or on your food?

• The solution: Check the rubber seal of the door. Does it close properly all the way round?
• Is the door opened and closed often, or left open for too long?
• Tip: Clean the rubber with a damp cloth. If the rubber is slightly deformed somewhere, you can carefully warm it with a hairdryer (not too hot!) so that it returns to the right shape and seals properly.

❄️ Freezer not cooling properly?

Do you feel the temperature is not low enough?

Then follow these steps:

Step A: Thermostat & Ventilation Check

1. Is the thermostat set correctly? (Usually the 'Normal' setting or setting 2-3 is sufficient).
2. Is the freezer too full? Make sure air can circulate between the items.
3. Is the freezer in a room that is too cold (for example a shed below 15°C)? Not all freezers work well in unheated rooms (check the climate class in the manual).

Step B: Defrosting: is the freezer working less well over time? Then there is probably too much ice on the cooling element (sometimes invisible behind the wall).

1. Unplug it from the wall socket.
2. Empty the freezer completely.
3. Leave the freezer standing with the door open for 24 hours so that it defrosts completely.
4. Dry it and switch it back on.

📚 Still not solved?

Have you gone through the steps above (including defrosting for 24 hours), but the appliance still isn't working properly? Then we will be happy to solve it for you.

Contact us via the platform where you bought this item. Please state:

1. What problem you are experiencing.
2. That you have already let the freezer defrost for 24 hours (if applicable).
3. The serial number of the appliance.

• You can find it on the sticker on the back, or often on the inside against the side wall.

That way we have all the necessary details at hand straight away and can help you more quickly.

To make sure your fridge performs optimally straight away (and is as quiet as possible), we have put together the most important tips and solutions for you. A few simple actions will prevent most problems.

🛠️ First Aid for Cooling

Below you will find the most important points for trouble-free operation:

1. Important: be patient before switching it on. Have you just put the fridge in place?

• Wait at least 24 hours before plugging it into the wall socket. The refrigerant needs to 'settle' after transport. If you switch it on too soon, the compressor can be damaged.

2. There is water at the bottom of the fridge (or in the vegetable drawer) This is the most common question about fridges, but fortunately it is easy to solve!

• The cause: Condensation runs down the back wall into a small channel. If the drain hole in that channel is blocked (by crumbs or bits of packaging), the water cannot drain away and runs into the fridge.
• The solution: Carefully clear the hole at the bottom of the back wall (above the vegetable drawer) with a skewer or a cotton bud. Clean the channel and the problem is solved.

3. Drops or ice on the back wall. Don't be alarmed if you see drops or a thin layer of ice on the back wall.

• This is normal: Most fridges have a ‘wet back wall’. During cooling, the condensation freezes on the back wall. When the compressor stops, it thaws again and the drops run to the drain hole. You don't need to do anything about this, as long as the drain hole is clear (see point 2).

4. The fridge makes noise (humming, gurgling) A fridge is never 100% silent. You will hear the compressor start up or liquid flowing.

• Check that the fridge is level. Turn the adjustable feet on the bottom until it stands firm and straight. Also make sure the bottles inside do not rattle against each other and that the back is clear of the wall for ventilation.

❄️ Fridge not cooling properly?

Do you feel your food is not staying cold enough? Then follow these steps:

Step A: Settings & Surroundings

1. Thermostat: Set it slightly higher in summer, but setting 3 or 4 (or 'Eco') is usually perfect. Don't set it to maximum; the evaporator can then freeze up, so that it actually cools less well.
2. Ventilation: Make sure the fridge can get rid of its heat. Is there enough space at the back?
3. Climate: Is the fridge in a very cold shed (below 15°C)? Check the manual to see whether your model is suitable for this. If the ambient temperature is too low, the motor does not start up often enough.

Step B: The Reset (removing ice) Does the fridge seem to run continuously without getting properly cold? There may be ice build-up behind the walls that is interfering with the sensors.

1. Unplug it from the wall socket.
2. Empty the fridge.
3. Leave the fridge switched off with the door open for 24 hours.
4. Dry it and switch it back on.

📚 Still not solved?

Have you gone through the steps above (including clearing the drain hole and the reset), but the appliance still isn't working properly? Then we will be happy to solve it for you.

Contact us via the platform where you bought this item. Please state:

1. What problem you are experiencing.
2. That you have already carried out the steps (such as checking the drain hole).
3. The serial number of the appliance.

• You can usually find it on a sticker on the inside (left or right wall) at the height of the vegetable drawer.

That way we can help you directly and efficiently!

A washing machine is a powerful appliance. To make sure it runs stably, works quietly and lasts for years, installation is very important. We have put together the most important tips and solutions to frequently asked questions for you.

Be sure to read point 1 carefully, it prevents serious damage to your new machine!

🛠️ First Aid for Washing

1. CRUCIAL: The transit bolts

There are 4 thick bolts on the back of every new washing machine. They hold the drum in place during transport.

• These bolts must be removed before you switch the machine on! If you don't, the machine will bang violently and 'walk' across the room, causing serious damage, which is not covered by the warranty. (Do keep the bolts in case you move house).

2. The machine does not start or the buttons do not respond (Child lock / CL)

Is the light on, but the programme won't start, or do you see "CL" or "KS" flashing on the display?

• The child lock (Child Lock) is on.
• The solution: Press and hold buttons 2 and 3 (sometimes marked with a lock icon between them) at the same time for at least 3 seconds to release the lock.

3. The machine does not spin (Imbalance)

Does the laundry come out soaking wet? Chances are there is one heavy item in it (e.g. a bathrobe or duvet cover), or too little laundry.

• The cause: The machine has an imbalance control system. If the laundry cannot be distributed evenly, it stops spinning to prevent damage.
• The solution: Take the laundry out, shake it loose and redistribute it (or add an extra towel for balance). Then select the 'Spin' programme.

4. Error codes on the display?

Does the machine beep and do you see a code (e.g. E01 or Er 01)? You can often solve this yourself:

Code and what to do

• E01 / Er 01

Door not closed properly

Push the door shut until you hear a clear 'click'.

• E02 / Er 02

No water pressure

Check that the water tap is fully open and that the hose is not kinked.

• E03 / Er 03

Pump or filter problem

The water is not draining. Check the filter at the bottom right (see point 5) and check that the drain hose is not kinked.

• E04 / Er 04

Too much water

The machine pumps out the water itself. Turn off the tap and switch the machine off and on again.

5. Filter maintenance

Is water left standing in the drum (E03)?

• The solution: Check the filter at the bottom right of the front (behind the flap). Coins or buttons often get stuck here and block the pump.
• Please note: Keep a bowl at hand when you unscrew the filter, water will come out!

6. The machine does not drain or spin Is water left standing in the drum, or is the laundry still soaking wet? Usually something small is in the way.

• The solution: Check the filter at the bottom right of the front of the machine (behind the flap). Coins, buttons or hairpins often get stuck here and block the pump. Unscrew the filter (keep a bowl ready for the water!) and clean it. Also check that the drain hose is not kinked.

7. The door won't open Has the programme finished, but the door stays locked?

• The solution: Don't pull too hard on the handle! Most washing machines have a safety delay of 1 to 2 minutes after the programme has finished. This is normal.
• Please note: Is there still water in the drum (see point 6)? Then the door will also stay locked for safety reasons. First let the water drain out via the filter or select the 'Drain' programme.

🧼 Keep your machine fresh

Does the washing machine smell musty, or are you getting stains on your laundry? Modern detergents wash well at low temperatures, but as a result detergent residue and greasy deposits are sometimes left behind in the machine.

• The tip: Once a month, run a hot wash (90°C) with an empty drum and a dash of cleaning vinegar or washing machine cleaner. This kills bacteria and dissolves detergent residue.

📚 Still not working?

Have you removed the transit bolts, cleaned the filter and already disconnected the power for 1 minute (reset), but the problem persists? Then we will be happy to help you further.

Contact us via the platform where you bought this item. That way we have all the necessary details at hand straight away and avoid unnecessary emailing back and forth. It also lets us determine whether it is a warranty case or a repair. That's better for everyone! Please state:

1. What problem you are experiencing (and any error code you see).
2. That you have already checked the filter and gone through the steps.
3. The serial number of the appliance.

• You can find it on a sticker on the inside of the door opening or on the back of the machine.

🛠️ Repair & Service

Have you discovered a defect after delivery (or at a later time), or do you need service? Don't worry.

Go to servicecentrale.com and simply fill in the service form. They will then contact you within 3 working days.

A dryer works with air and heat. To make sure it dries quickly, stays economical and lasts for years, maintenance is essential. We have put together the most important tips from the manual for you.

🛠️ First Aid for Drying

1. The laundry does not come out of the machine dry enough. The dryer measures humidity using sensors.

• The cause: The moisture sensors are often dirty. These are metal surfaces on the inside. If there is a layer of limescale or fabric softener residue on them, the machine "thinks" the laundry is already dry.
• The solution: The manual recommends wiping these sensors 4 times a year with a cloth and a little vinegar.
• Tip: For thick fabrics (such as jeans/towels), always choose a programme with a higher dryness level.

2. It takes a very long time for the laundry to dry. Is the air unable to circulate properly? Then drying takes forever.

• Lint filter: Clean it after every drying cycle.
• Condenser: (At the bottom of the machine behind the flap). Clean it every month (or after 30 cycles). Rinse it under the shower and let it drain. If it is clogged, the drying time increases enormously.
• Open a window in the room.

3. The machine does not start or the buttons do not respond (Child lock). Is the display on, but you cannot start a programme? Chances are the child lock (CL) is on.

• The solution: Press and hold the 'Drying level' and 'Anti-crease' buttons at the same time for 3 seconds. You will hear a beep and 'CL' flashes on the screen to show that the lock is on or off.

4. The dryer stops and shows a message (E03 / E04). Does the dryer stop halfway and do you see a code on the screen?

• Code E03 or E04: This usually means that the water tank is full. The machine then stops for safety reasons.
• The solution: Empty the water tank. Do you get the message while using a drain hose? Then check that the hose is not kinked or hanging too deep in the drain pipe.

5. The door opens by itself

• The solution: It has probably not latched properly. Push firmly against the door until you hear a clear 'click'.

💡 Lights on the display

Do you see an orange light on? This is what the dryer is trying to tell you:

• Filter symbol: The lint filter needs to be cleaned now.
• Tank symbol: The water tank is full and needs to be emptied.
• Heat exchanger symbol: The condenser at the bottom needs to be cleaned.

📚 Still not working?

Have you cleaned the filters and condenser, wiped the sensors with vinegar and checked the child lock? Then we will be happy to help you further.

Contact us via the platform where you bought this item. Please state:

1. What problem you are experiencing (e.g. "does not get warm" or "shows error code E..").
2. The serial number of the appliance.

• You can find it on the sticker in the door opening or on the back.