Frequently Asked Questions

1. Acceptance with reservation (always recommended)
   Acceptance with reservation means that the recipient of the goods received from a carrier reserves the right to check the goods for damage and that, in the event of damage from transport, the carrier is answerable for same. Any reports shall arrive within 10 working days (see below).
2. Visual Inspection.
   Once the product has been received and the documents checked, it is necessary to make sure that the packaging is in perfect condition, free from breakages or visible external damage that may have compromised the integrity of the package. If the damage does not appear to be serious, it is possible to accept the goods with reservation, but if the package is extremely damaged (see crate missing a foot, broken pallet, etc.), it is important to refuse the delivery and not to accept any responsibility for same. Maximum attention is recommended, since the damage suffered by the package may also represent a risk for the safety of the person opening the package.
3. Internal Check.
   Once the product has been received, the documents checked, and the outside of the package checked, it is possible to proceed with the internal check. It is important to do this promptly since the Customer has 10 working days to make sure that the goods are undamaged and compliant; after this time, it is no longer possible to open a complaints procedure.

1. Reports for damaged or non-compliant products must be submitted no later than 10 working days from receipt of the package
   If any damage, inconsistency or missing parts are noted, it is necessary to report them and photograph them within this time frame, so that the complaint can be processed, and the problem promptly solved. After this date, the goods are understood as being wholly accepted. All reports can be made as follows:
   – sending an e-mail to your sales reference
   – calling the following number: +39 02 986 70150
   – completing the online form.
2. Return and replacement following damage caused by incorrect handling or caused during transport, suitably reported.
   A package refused because it is visibly damaged or tampered with, or a package accepted with reservation with a damaged product or a product that has been tampered with, if suitably reported within the time stated above, will entitle the customer to a total refund or to the full replacement of the product. In this case, it is necessary to send:
   – Photo of the casing/packaging
   – Photo of the receipt signed with reservation
   – Photo of the damage
   The company will open a complaints procedure and will collect, replace, or refund the product.
3. Return and replacement following damages from incorrect handling or damage caused by transport and not suitably reported.
   A package that was not refused, although visibly damaged or tampered with, or a product damaged or tampered with and not suitably reported within the time required and above all not accepted with reservation, does not automatically entitle the customer to a full refund or to the replacement of the product. In one of these cases, it will be possible to send a written report to the company and each situation will be individually assessed at the discretion of Officine Gullo, which in any case cannot be considered liable for said damage.

The error code is identified with an F. These error codes are shown when the electronic control detects a problem in the oven or electronics. In these cases, disconnect the power supply and switch it on again after 1 minute. If the condition continues, note the error code to inform the technical engineer who can then identify possible causes of the problem. The error code is also recorded in the errors “Log” section in the configuration menu. The error F11903 is very common and occurs when the user keeps a dial turned for a long period of time instead of proceeding by clicks/pulses. For more instructions, it is possible to check the section video.

With the oven on, open the SETTINGS menu, select the icon with the two gears (‘Setup’) and press send while pressing the function dial [FUNCTION]. Turn the function dial [FUNCTION] and the ON/OFF & TEMPERATURE dial [ON/OFF & TEMP] towards each other for a few seconds. Once the machine reset request is viewed, confirm by pressing the function dial [FUNCTION]. For more instructions, it is possible to check the section video. For the Fiorentina 48” model, this operation will only be possible using the dials of the main oven on the right.

If the two oven doors are touching during opening, this is probably an alignment problem of the two stoves that are joined together.
Try adjusting the four central feet to raise the central part of the stove and increase the distance between the top part of the two oven doors.
In any case, make sure the stove is perfectly horizontal and aligned with the final flounce.

With the oven on, select the icon with the two gears (‘Setup’) and press send while pressing the function dial [FUNCTION] to open the SETTINGS menu.
From this menu, it is possible to edit various oven settings.
Turn the function dial [FUNCTION] to select the submenu and confirm by pressing the function dial [FUNCTION]. Once you have opened the menu, select the required date and time and then confirm. For more instructions, it is possible to check the section video.

With the oven on, select the icon with the two gears (‘Setup’) and press send while pressing the function dial [FUNCTION symbol] to open the SETTINGS menu.
From this menu, it is possible to edit various oven settings.
Turn the function dial [FUNCTION] to select the submenu and confirm by pressing the function dial [FUNCTION]. Once you have opened the menu, select the required language and then confirm. For more instructions, it is possible to check the section video.

Check the correct door movement and make sure that there is no external object or oven rack blocking the door movement. Also make sure that the oven’s safety hook has not remained blocked. If there are no elements to cause incorrect oven closure, contact the following number: +39 02 986 70150 or complete the form online. It will be necessary to report the details on the product label, such as the year of purchase.

Officine Gullo products are carefully inspected and thoroughly tested before they leave the factory. The tests are performed on machines which are configured based on the information provided by the Customer and contained in the MEP. Make sure all connections are made correctly and to carefully check the electricity and gas pressure measurement values. It is also possible to see the video for more details.

If the problem persists, contact no. +39 02 986 70150 or complete the form online. Make sure that you have all the details from the product rating plate to hand and details of the electric and gas measurements taken during installation.

In this case, the manual reset safety thermostat has been triggered; this is an electromechanical safety that cuts off power to the heating elements and to the orange light in case of over temperature. Once triggered, to use the element again, the thermostat needs to be “reset”, pressing the red button on the thermostat itself. This will make a click sound. The position changes according to the different models. More information is available in the video section.

If the oven is static, makes sure it is switched on in “top” and “bottom” mode. This is the only mode that serves to reach the set temperature and to carry out standard cooking processes.

Make sure the timer has been activated. If the problem continues, contact +39 02 986 70150 or complete the form online.

Check the correct position of the burner and flame cap. It is also possible to see the <a href=”http://officinegullo.com/en/customer-service/video/”>video</a> for more details. If the problem persists, contact +39 02 986 70150 or complete the<a href=”https://us.officinegullo.com/customerservice/contacts/”> form online.</a>

Check the correct position of the burner and flame cap. It is also possible to see the video for more details. If the problem persists, contact +39 02 986 70150 or complete the form online.

In this case, the manual reset safety thermostat has been triggered; this is an electromechanical safety that cuts off power to the heating elements and to the orange light in case of over temperature. Once triggered, to use the element again, the thermostat needs to be “reset”, (it is positioned behind a hexagonal metal cap under the drain lever). This will make a click sound. The position changes according to the different models. More information is available in the video section.

In this case, the manual reset safety thermostat has been triggered; this is an electromechanical safety that cuts off power to the heating elements and to the orange light in case of over temperature. Once triggered, to use the element again, the thermostat needs to be “reset”, pressing the red button on the thermostat itself. This will make a click sound. The position changes according to the different models. More information is available in the video section.

Make sure the stones are set out evenly, avoiding build up (the flame must be visible through the stones). More information is available in the video section.

Do not clean the stones. Once covered in cooking fat, the stones need to be replaced with new and compatible ones.

The purplish colour is typical of overheated steel. When used for the first time, the color will change due to the effect of the heat. This variation is normal and does not in any way affect regular operation. More information is available in the video section.

The plate needs to be regularly maintained, even if it is not regularly used. We recommend keeping the plate dry and to grease it with cooking oil. For deeper cleaning, it is possible to use an orbital sander with abrasive disc (grain 80) and then with a 120. More information is available in the video section.

In this case, the manual reset safety thermostat has been triggered; this is an electromechanical safety that cuts off power to the heating elements and to the orange light in case of over temperature. Once triggered, to use the element again, the thermostat needs to be “reset”, (it is positioned behind a hexagonal metal cap under the drain lever). This will make a click sound. The position changes according to the different models. More information is available in the <a href=”http://us.officinegullo.com/customerservice/video/”>video section</a>.

Replace the WOK burner with a flat burner with horizontal flame, supplied with the machine. The two elements are easily interchangeable.

Make sure that the batteries are charged. If they are, reset the control and pair it with the hood again. See the video section for more details. If the problem persists, contact the assistance service at: +39 02 986 70150 or complete the form online. It will be necessary to report the details on the product label, such as the year of purchase.

Start by removing the outermost filters. Move the central filters towards the outer sides before removing them. Gently pull the filter towards you, then begin to lift out the back part before taking the filter out from the front. See the video section for more details. To refit the filters, carry out these steps in reverse order.

Remove the filters with care before cleaning. The filters can be washed by hand or in a dishwasher. Avoid all use of abrasive sponges to be sure not to scratch the surfaces. In case of stubborn grease deposits, pre-wash the filters before placing them in a dishwasher. Nonetheless, we recommend consulting the hood manual and checking the model and type of filter. In case of knobs with special finishes that are not dishwasher safe, unscrew and remove these first.

An alarm can be triggered if a large amount of non-chilled products are placed inside the fridge and more time is needed for cooling. If the temperature inside the fridge increases excessively (for example, if numerous wine bottles are placed in the fridge at 30°C), this situation may occur. There can be other causes that trigger alarms and/or error codes, such as an open door or when the fridge is switched on after a period of inactivity or other factors. Our refrigerators are supplied by third parties and therefore, it is possible to see the original manual from the manufacturer. The manual also contains the numbers for direct technical assistance. When you contact the assistance service, make sure that you have all the details from the product rating plate to hand.

We recommend contacting a plumber. The plumber, as well as being able to temporarily solve the problem, can also help to diagnose the cause. Leaks are generally caused by worn gaskets or cartridges. Wear is normal over time. If the tap has been installed recently, the problem is usually due to high water pressure or to impurities in the water or the pipes. In this case too, a plumber can help with pressure adjustments and with the installation of a filter. More information can be found in the product booklet, which can be downloaded in the downloads section.

We recommend contacting a plumber for this job. Your plumber will know how to fit the sink correctly and if there are any problems, they will be able to limit the situation temporarily, as well as to help to diagnose the problem. More information is available in the technical data sheet for the product, which can be downloaded in the downloads section.

The sink needs to be kept clean and properly dried after each use. For specific cleaning operations, see the “Cleaning” section and our product catalog, which can be downloaded in the downloads section. For other requirements, contact +39 02 986 70150 or complete the form online.

Follow the information in the instruction booklet for the product. It is also possible to consult the video section. For specific cleaning operations, see the “Cleaning” section and the product catalogue, which can be downloaded in the downloads section. For other requirements, contact +39 02 986 70150 or complete the form online.

The instruction booklets can be downloaded from the download area of the Officine Gullo website in the downloads section.