Klantenservice

Contactgegevens

Contactgegevens en bezoekadres voor Stoves Nederland:

Bezoekadres:
Glen Dimplex Benelux BV
Saturnus 8
NL-8448 CC Heerenveen

Showroom gesloten

T +31(0)513 656500
F +31(0)513 656501
E info@stoves.nl

Postadres:
Postbus 219
NL-8440 AE Heerenveen


Bezoekt u ook eens de site www.glendimplex.nl voor aanvullende informatie over ons bedrijf en alle merken die wij voeren.

Contactgegevens en bezoekadres voor Stoves België:

Bezoek en postadres:
Glen Dimplex Benelux BV
Burgemeester Maenhautstraat 64
B-9820 Merelbeke

Showroom Merelbeke op afspraak geopend van ma/vr van 8.30 t/m 12.00 uur & van 13.00 t/m 17.00 uur

T +32 (0)9 210 02 10/210 02 11
F +32 (0)9 210 02 12
E info@stoves.be


Bekijk onze brochure.

Voor het melden van een klacht aan uw fornuis klik hier om uw klacht online aan ons door te geven.

  • Help! Mijn fornuis werkt niet meer. Wat kan ik doen?

    1. Controleer of het fornuis goed is aangesloten. De juiste aansluitschema's kunt u op deze website terugvinden onder het hoofdstuk Klantenservice/Aansluitschema.

    2. Lees aandachtig de handleiding door om er zeker van te zijn dat het fornuis juist ingeschakeld is. De volledige en verkorte gebruiksaanwijzingen kunt u terugvinden onder het hoofdstuk Media/Documenten.

    3. Is na bovengenoemde controle het mankement nog steeds niet verholpen, dan kunt u het beste een serviceverzoek doen.

  • Mijn multifunctionele oven werkt niet, hoe kan ik dit verhelpen?

    Het kan gebeuren dat wanneer de stroom van het fornuis af is geweest, het digitale klokje van het fornuis opnieuw moet worden geprogrammeerd. Als dit gedaan is, dan zal de multifunctionele oven weer naar behoren functioneren.

  • Ontsteken van de gaspitten gaat moeizaam, wat kan ik hier aan doen?

    De gasbranders van de gaspitten zijn voorzien van een thermokoppel. Dit is een beveiliging zodat er geen gas vrijkomt als er geen vlam is. Bij het ontsteken van de gaspitten dient u de gaskraan op de laagste stand te zetten (let op: dit in tegenstelling van wat in de gebruiksaanwijzing vermeld staat!) en de knop gedurende 5 seconden ingedrukt te houden.

  • Mijn wokbrander ontsteekt moeilijk, is hier een oplossing voor?

    Het komt helaas wel eens voor dat de wokbrander wat lastig ontsteekt. Wij hebben hiervoor een oplossing! Als u contact opneemt met onze servicedienst vertellen zij u graag wat u hieraan het beste kunt doen.

  • Waar moet ik de gaskraan en stroomvoorziening plaatsen voor de aansluiting van het fornuis?

    Wij adviseren u om de gaskraan en het stroompunt (wandcontactdoos) links of rechts naast het fornuis te plaatsen (al dan niet in een kastje). Voor de gasaansluiting dient u een rvs (gele) gasslang te gebruiken. De stroomvoorziening is op basis van een 2 of 3 fase aansluiting met een perilex stekker. Voor het op de juiste manier aansluiten 'van uw fornuis zie hoofdstuk: 'Aansluitschema'.

  • Hoe kan ik mijn fornuis het beste onderhouden?

    Het fornuis vraagt naast het normale schoonmaakonderhoud geen specifiek extra onderhoud. De buitenkant van het fornuis kan het beste schoongemaakt worden met een zacht schoonmaakmiddel. U kunt hiervoor de speciaal voor Stoves ontwikkelde Keukenreiniger gebruiken. Deze kunt u aanschaffen bij uw dealer of via onze webwinkel. Gebruik nooit een schuurmiddel om uw kostbare fornuis schoon te maken! De branders van het fornuis kunnen door gebruik wat verkleuren of vies worden. Dit is normaal bij het koken op gas.

  • Hebben jullie een boekje met recepten voor deze fornuizen?

    Nee, dat hebben we niet. U kunt rustig uw eigen recepten gebruiken. Houd u er rekening mee, dat onze ovens zeer efficiënt werken. Vaak kunt u rustig 15% van de temperatuur en 10% van de tijd die u gewend was afhalen.

  • Hoe maak ik mijn fornuis schoon?

    U kunt uw fornuis schoonmaken met een niet-krassende wonderspons en afwasmiddel. De pannendragers mogen niet in de vaatwasser! U kunt deze schoonmaken met een doekje met afwasmiddel, als ze droog zijn kunt u ze eventueel insmeren met een beetje olie. Indien het fornuis erg aangekoekt is en dit geldt zeker voor de ovens, dan raden we onze speciale reinigingsmiddelen aan. Deze zijn in onze webshop te bestellen.

    De branders van het fornuis kunnen door gebruik wat verkleuren of vies worden. Dit is normaal bij het koken op gas.

  • Waar vind ik accessoires voor mijn fornuis?

    In onze webshop kunt u passende bakplaten en andere accessoires voor uw fornuis bestellen.

  • Wat is de benodigde elektrische aansluiting van mijn fornuis?

    Voor een gasfornuis met elektrische ovens heeft u twee kookgroepen (2-fasen) met een Perilex-wandcontactdoos nodig. Aan het fornuis moet een Perilex-stekker worden gemonteerd door de installateur.

    Voor een inductiefornuis heeft u een krachtstroomaansluiting afgezekerd op 25 Ampère nodig. Voor informatie over uw installatie verwijzen we u naar uw erkende installateur.

Vijf jaar garantie want Stoves biedt u vijf jaar zekerheid

Stoves produceert fornuizen van een hoge kwaliteit. Daarom krijgt u de eerste twee jaar volledige garantie op onderdelen, voorrijkosten en arbeidsloon zodat u niet voor verrassingen komt te staan wanneer blijkt dat een servicebezoek noodzakelijk is. Het derde, vierde en vijfde jaar krijgt u garantie op alle onderdelen, exclusief voorrijkosten en arbeidsloon.

Om u beter van dienst te kunnen zijn bij een eventueel servicebezoek, adviseren wij u om uw product via onderstaande link te registreren.

Aansluitschema's

De Stoves fornuizen dienen door een erkend installateur te worden aangesloten. Problemen of defecten aan het toestel door foutief aansluiten vallen buiten de garantie. Door onze eigen monteurs geconstateerde aansluitfouten worden ter plaatse in rekening gebracht bij de opdrachtgever/gebruiker. Wij realiseren ons dat dit niet echt sympathiek overkomt. Echter, onze monteurs constateren veelvuldig dat het fornuis verkeerd is aangesloten en is het altijd vervelend hiervoor kosten in rekening te moeten brengen. Alle Stoves fornuizen kunnen worden aangesloten op een 2- of 3 fasen aansluiting.

Let goed op welk schema voor u van toepassing is:


Glen Dimplex Benelux BV privacystatement

PRIVACY POLICY

1. GENERAL

Glen Dimplex Consumer Appliances Europe part of Glen Dimplex Benelux BV together with any group companies (“we” “us” “our”) are

committed to protecting and respecting your privacy. For the purposes of data protection legislation, we are the data controller and we will

process your personal data in accordance with the General Data Protection Regulation (EU) 2016/679 and national laws which relate to the

processing of personal data. Please read the following carefully to understand our views and practices regarding your personal data and how

we will treat it.

2. VISITORS TO OUR WEBSITE

2.1 We may collect and process personal data about you in the following circumstances:

2.1.1 when you complete forms on our website (“Site”). This includes email, name, address and telephone number which

is provided at the time of registering to use our Site, where you ask us to contact you about our goods or services,

subscribe to our mailing list, or subscribe/request or goods or services;

2.1.2 whenever you provide information to us when reporting a problem with our Site, making a complaint, making an enquiry

or contacting us for any other reason. If you contact us, we may keep a record of that correspondence;

2.1.3 details of your visits to our Site including, but not limited to, traffic data, location data, weblogs and other communication

data, whether this is required for our own billing purposes or otherwise, and the resources that you access (see

section 2.2.2 on Cookies below); and

2.1.4 whenever you disclose your information to us, or we collect information from you in any other way, through our Site.

2.2 We may also collect data in the following ways:

IP Address

2.2.1 We may collect information about your device, including where available your Internet Protocol address, for reasons of

fraud protection. We may also collect information about your device’s operating system and browser type, for system

administration. This is statistical data about our users’ browsing actions and patterns, and does not identify any individual.

Cookies

2.2.2 Our Site uses cookies to distinguish you from other users of our Site. This helps us to provide you with a good experience

when you browse our Site and also allows us to improve our Site. For detailed information on the cookies we use

and the purposes for which we use them see our Cookie Policy.

2.3 We may use your personal data for our legitimate interests in order to:

2.3.1 provide you with information, or services that you requested from us;

2.3.2 allow you to participate in interactive features of our Sites, when you choose to do so;

2.3.3 ensure that content from our Site is presented in the most effective manner for you and for your device;

2.3.4 improve our Site and services;

2.3.5 process and deal with any complaints or enquiries made by you; and

2.3.6 contact you for marketing purposes where you have signed up for these (see section 6 for further details).

Website Links

Our Site may, from time to time, contain links to and from the websites of third parties. Please note that if you follow a link

to any of these websites, such websites will apply different terms to the collection and privacy of your personal data and we

do not accept any responsibility or liability for these policies. When you leave our Site, we encourage you to read the privacy

notice/policy of every website you visit.

ENG_Privacy Policy_24052018_DEF 2 24 May 2018

3. CUSTOMERS

3.1 We will collect details such as email, name, address and telephone number when you order goods or services from us either

via our Site. We will use this information to process your order and comply with our contractual obligations.

3.2 In order to perform our contact with you, we may also need to share personal data with third parties such as payment providers

and postal service organisations to assist in the delivery of goods or services you have ordered;

3.3 We may also advertise your feedback on our website and marketing materials (subject to obtaining your prior consent where

necessary);

3.4 We will retain your information as long as we require this to provide you with the goods or services ordered from us and for a

period of 5 years. Where you have subscribed to receive marketing correspondence from us we will keep your personal data

for the period of time described in section 6 below.

4. SUPPLIERS

We will collect details such as contact persons, emails, names, address and telephone number in order to contact you about goods or services

ordered with you, to place further orders and to pay you for the goods and/or services supplied. We will keep the personal data for 5

years further to being provided with the goods/services.

5. IF YOU FAIL TO PROVIDE PERSONAL DATA

Where we need to collect personal data by law, or under the terms of a contract we have with you and you fail to provide the data when requested,

we may not be able to perform the contract we have or are trying to enter into with you (for example to provide you with our goods

or services). In this case, we may have to cancel a product or service you have with us but we will notify you if this is the case at the time.

6. MARKETING

6.1 In addition to the uses described in sections 2-4 above, where you indicate you would like to receive marketing correspondence

from us, subscribe to our mailing lists or newsletters, enter into any of our competitions or provide us with your details at

networking events we may use your personal data for our legitimate interests in order to provide you with details about our

goods, services, business updates and events which we think may be of interest.

6.2 You always have the right to opt-out of receiving the information detailed in section 6.1 at any time. To opt-out of receiving

such information you can:

6.2.1 tick the relevant box situated in the form on which we collect your information;

6.2.2 clicking the unsubscribe button contained in any such communication received; or

6.2.3 email us at GDPR@glendimplex.eu or call 0513-656500 providing us with your name and contact details.

6.3 Where you have subscribed to receive marketing correspondence from us we will keep personal data 5 years from when you

provide us with your consent.

6.4 In order to perform our contact with you, we may also need to share personal data with third parties such as suppliers for our

mailing system, website agencies, marketing agencies, payment providers and postal service organisations to assist in the

delivery of products and or services related to our marketing activities.

7. MONITORING AND RECORDING

We may monitor and record communications with you (such as telephone communications and emails) for the purpose of quality assurance

and training.

ENG_Privacy Policy_24052018_DEF 3 24 May 2018

8. AUTOMATED PROCESSING

We do not undertake automated decision making with your personal data.

9. LEGAL BASIS FOR PROCESSING YOUR PERSONAL DATA

9.1 We will only use your personal data where the law allows us to. Most commonly, we will use your personal data in the following

circumstances:

9.1.1 for performance of a contract we enter into with you;

9.1.2 where necessary for compliance with a legal or regulatory obligation we are subject to;

9.1.3 where necessary in order to protect your vital interests in respect of a product you have purchased from us; and

9.1.4 for our legitimate interests (as described within this policy) and your interests and fundamental rights do not override

these interests.

10. DISCLOSURE OF PERSONAL DATA TO THIRD PARTIES

10.1 In addition to the third parties mentioned above, we may disclose your information to third parties for our following legitimate

interests as follows:

10.1.1 to staff members in order to facilitate the provision of goods or services to you;

10.1.2 to our affiliated entities to support internal administration;

10.1.3 IT software providers that host our website and store data on our behalf;

10.1.4 professional advisers including consultants, lawyers, bankers and insurers who provide us with consultancy, banking,

legal, insurance and accounting services;

10.1.5 HM Revenue and Customs, regulators and other authorities who require reporting of processing activities in certain

circumstances; and

10.1.6 third parties who we may choose to sell, transfer or merge parts of our business or assets. Alternatively, we may seek

to acquire other business or merge with them. If a change happens to our business then the new owners my use your

personal data in the same way as set out in this privacy policy.

10.2 We may disclose personal data to the police, regulatory bodies, legal advisors or similar third parties where we are under a legal

duty to disclose or share personal data in order to comply with any legal obligation, or in order to enforce or apply our website

terms and conditions and other agreements; or to protect our rights, property, or safety of our customers, or others. This includes

exchanging information with other companies and organisations for the purposes of fraud protection and credit risk reduction.

10.3 We will not sell or distribute personal data to other organisations without your approval.

11. CROSS-BORDER DATA TRANSFERS

11.1 We will not transfer your personal data outside the European Economic Area.

12. DATA SECURITY

12.1 Where we have given you (or where you have chosen) a password which enables you to access certain parts of our Site, you

are responsible for keeping this password confidential. We ask you not to share a password with anyone.

12.2 Unfortunately, the transmission of information via the internet is not completely secure. Although we will do our best to protect

your personal data, we cannot guarantee the security of your information transmitted to our Site; any transmission is at

your own risk.

12.3 Information you provide to us is shared on our secure servers. We have implemented appropriate physical, technical and

organisational measures designed to secure your information against accidental loss and unauthorised access, use, alteration

or disclosure. In addition, we limit access to personal data to those employees, agents, contractors and other third parties that

have a legitimate business need for such access.

ENG_Privacy Policy_24052018_DEF 24 May 2018

13. ACCESS TO, UPDATING, DELETING AND RESTRICTING USE OF PERSONAL DATA

13.1 It is important that the personal data we hold about you is accurate and current. Please keep us informed if the personal data

we hold about you changes.

13.2 Data protection legislation gives you the right to object to the processing of your personal data in certain circumstances or

withdraw your consent to the processing of your personal data where this has been provided. You also have the right to

access information held about you and for this to be provided in an intelligible form. If you would like a copy of some or all of

your personal information, please send an email to GDPR@glendimplex.eu. In certain circumstances we reserve the right to

charge a reasonable fee to comply with your request.

13.3 You can also ask us to undertake the following:

13.3.1 update or amend your personal data if you feel this is inaccurate;

13.3.2 remove your personal data from our database entirely;

13.3.3 send you copies of your personal data in a commonly used format and transfer your information to another entity

where you have supplied this to us, and we process this electronically with your consent or where necessary for the

performance of a contract; or

13.3.4 restrict the use of your personal data.

13.4 We may request specific information from you to help us confirm your identity and your right to access, and to provide you

with the personal data that we hold about you or make your requested changes. Data protection legislation may allow or

require us to refuse to provide you with access to some or all the personal data that we hold about you or to comply with any

requests made in accordance with your rights referred to above. If we cannot provide you with access to your personal data,

or process any other request we receive, we will inform you of the reasons why, subject to any legal or regulatory restrictions.

13.5 Please send any requests relating to the above to our Data Protection Officer Mr. R. IJdema at Glen Dimplex Consumer Appliances

Europe specifying your name and the action you would like us to undertake.

14. RIGHT TO WITHDRAW CONSENT

Where you have provided your consent to the collection, processing and transfer of your personal data, you have the legal right to withdraw

your consent under certain circumstances. To withdraw your consent, if applicable, please contact us at GDPR@glendimplex.eu.

15. CHANGES TO OUR PRIVACY POLICY

We reserve the right to update this privacy policy at any time, and any changes we make to our privacy policy will be posted on this page.

We will notify you if there are any changes to this policy that materially affect how we collect, store or process your personal data. If we

would like to use your previously collected personal data for different purposes than those we notified you about at the time of collection, we

will provide you with notice and, where required by law, seek your consent, before using your personal data for a new or unrelated purpose.

We may process your personal without your knowledge or consent where required by applicable law or regulation.

16. CONTACT US

We have appointed a Data Protection Officer to oversee compliance with this privacy policy. If you have any questions, comments or

requests regarding this policy or how we use your personal data please contact us via mail GDPR@glendimplex.eu. This is in addition to your

right to contact the Information Commissioners Office if you are unsatisfied with our response to any issues you raise at

https://ico.org.uk/global/contact-us/

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