HELP neff pyrolytic cycle cracked oven glass

misskool

First time using the pyrolytic cycle for my neff oven and the glass on the inside cracked with 40 minutes to go on the 1hour 30min cycle.

I rang neff and they said I have to pay for labour and replacement because I left some food residue on the glass?

The engineer is coming out on Thursday and she said I would probably have to pay unless it's an engineering fault (sounded like £200+ :eek: )

But I was looking through the manual for the book and it said before cleaning...

Risk of fire
- Loose food residues, grease and meat juices may catch fire. Wipe out the cooking compartment with a damp cloth.
- Clean the oven door and the along the edges of the cooking compartment in the area around the seal. Do not scrub the seal.
- Make sure that the oven door is closed before you start cleaning.

So, as a person who's bought a self-cleaning oven, and reading those instructions would you scrub the glass off everything before you start the cycle?

I wiped out the cleaning compartment and the glass as a precaution for fire, not expecting the glass needed to be cleaned otherwise it would crack during the cleaning process. Am I reading the instructions wrong or is Neff trying to wriggle out of their warranty for an £800 oven?

phill99

What is a pyrolitic cycle?

misskool

phill99 wrote: »

What is a pyrolitic cycle?

The self-cleaning cycle of the oven. It's when it heats up to >400C and burns everything to a fine ash.

Except this time, it cracked my oven glass

phill99

Bizzare that you have to clean it before putting it through a self cleaning cycle.

totalsolutions

Sounds wrong to me with a pyrolysis system on my oven.

Read these notes http://www.dedietrich.co.uk/documents/dod788.pdf and no mention of wiping clean the oven cavity first.
Wife just goes for it, with chrome racks still inside as well..

I would not purchase a Neff there are better, more expensive about.

keith969

I have a Neff pyrolytic oven, when I read what temperature they get to to do this (500C according to the manual, that's approaching red heat!) I decided good old fashioned oven cleaner was going to be used...

However, how do Neff know you left food residue on the glass? And if that is likely to crack the glass, why do they not make that clear in the manual? I would be inclined to go back to the retailer you bought it off and argue that its not fit for purpose under the SOG act.

madget_2

Would some food residue crack the glass? That doesn't sound right to me at all. I have 2 new pyrolitic ovens, but haven't used the cleaning cycle yet (only had them for a fortnight). However, I did have a pyrolitic oven many years ago and didn't bother to wipe inside before starting the cleaning cycle. Even after 2 and a half years, I never once had a problem with it.

If my new oven doors cracked like that, I'd class it as a fault and expect them to fix it.

misskool

andrew-b wrote: »

Did you actually tell them there was food residue on the glass or have they jumped to that conclusion? I agree it shouldn't make one iota of difference but don't give them any excuses to wriggle out of their responsibilites! In others words if you didn't tell them there was food residue in there then make sure any food residue is cleaned off the cracked glass before Thursday and have tea and biscuits at the ready and flutter your eyelashes for the charm offensive.

Have you used any sort of oven cleaner on the glass or a metal scourer or anything like that which might cause damage to the glass? I'd hazard a guess that it's more likely already some sort of damage to the glass such a small chip.

Anyway dig your heels in as to me it looks like your not to blame for it breaking. If necessary check on your household buildings insurance as the glass of built-in ovens is usually covered - though whether it's worth claiming will depend on your excess.

I don't clean very often so this was a new thing for me. But the oven hasn't had more than a cursory wipe (with a cloth) and no other cleaners. I'm allergic to a lot of fumes and abrasive cleaning stuff, hence the pyrolytic option.

OH also said it was strange that the woman said straight away about the food on the glass when I said I followed the instructions in the book and I had no idea how that would happen.

Anyways, on thinking about it, a self cleaning oven should clean all the internal compartments by itself right? I'm not touching anything else on the oven, if they blame the food residue on the glass (from baking) then I'm going to ask them to point it out in the user's manual as there is nothing there to suggest that it would break unless cleaned.

It cost enough for me to stand up for it.

Meepster

Neff are talking rubbish. I've only ever seen glass crack, due to a pyro cycle once, and that turned out to be due to the glass hadn't been tempered correctly.

They are trying it on saying that food left on there has caused the problem. The glass should be able to take a heat of 525 degrees (they have to allow a 5% fluctuation) and no amount of food residue on there is going to cause the temperature to over 525 degrees, OR cause a soft spot on the glass.

Get back on them and tell them you wont accept their explaination and that you expect the repair FOC, under their warranty...

misskool

andrew-b wrote: »

Yes it's supposed to clean everything inside by literally burning it away with the high temperatures. The bit i edited out in my previous post was about ovens with catalytic liners (like our zanussi) where only the sides, back and top of the oven are lined and work at much lower temperatures (230C) and so the doors and shelves have to be cleaned.

Is yours the B4472 - see http://www.neff.co.uk/680548.html ?

ours is the b15p42.0gb (http://www.neff.co.uk/B15P42.html)

but the instructions are the same I'm guessing from what you've already mentioned

the £200 includes the engineer callout at £85+vat and the prices are ex-vat?

misskool

Some photos, they are clickable thumbnails

(yes, the oven door is dirty. That's why it needs cleaning)



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