Service

How to contact our service department

Service inquiries may be made by mail, fax, telephone or e-mail to our head office and plant. Our hours are 8:30am to 4:00pm Eastern time. See our contacts page or e-mail us at service@superiorcanada.com.

Safety notes

Unplug all electrical appliances from the electrical outlet before removing parts or cleaning. Please read and refer to product use and care guide for basic information.

Frequently asked questions

Kettles

What will happen if I forget to unplug the kettle?
How can I clean my kettle?
How often should I clean my kettle?
What is an "immersion element"?
Why am I getting a white residue on the water after it has boiled?

Answers

Kettles

What will happen if I forget to unplug the kettle?

Many of our products have an automatic shut-off feature that shuts the kettle off once it has come to a rolling boil. This is particularly true in all cases of our "cordless" or "cordfree" models. In these cases, when the kettle has shut itself off or if you shut it off by means of the switch provided, there is no problem leaving the kettle plugged into the wall receptacle. Should this feature fail, the boil dry protection described below takes over.

In all other models that do not have the "automatic shut-off" feature, the kettle will boil until dry and then will shut itself off and recycle indefinitely. This is a safety feature but we do not recommend that you allow the kettle to boil dry on a regular basis as this feature should not be overused.

Finally, all of our kettles have an additional safety fuse in case the boil dry feature fails. In this case, the kettle will shut-off and not reset and will require factory service to re-instate its operation.

How can I clean my kettle?

Never immerse the kettle in water.

When first used, the kettle should be cleaned by filling it with fresh water, bringing it to a boil, and discarding the water. This should be repeated several times.

Both stainless steel and plastic kettles should be kept clean externally with a damp non-abrasive cloth.

Deposits that form in the kettle and on the element may be removed with a descaler suitable for use on the type of kettle (stainless or plastic) you have purchased. It is recommended that the descaler be diluted before use. Alternatively, a dilute solution of vinegar and water (1 part vinegar to 4 parts water)
may be used. In both cases the solution should be left to stand in the kettle no longer than five minutes, swished around inside the kettle, and then poured out. The kettle may be boiled during the process. The kettle should then be rinsed thoroughly with clean water. If the deposits are not completely removed by this process, the procedure may be repeated as many times as necessary.

How often should I clean my kettle?

The process of boiling water necessarily precipitates out the dissolved minerals occurring naturally in the water. Some of these minerals float in the water but many tend to adhere to the interior of the kettle. Their colour can vary from red (iron) to white (calcium). Their precise composition depends on
your water supply.

When they deposit on the element, they cause the kettle to take longer to boil and thereby waste electricity. In time, the deposits may flake off causing unsightly particles in the water. In extreme cases these deposits may cause failure of the element.

For these reasons, it is strongly recommended that you clean the interior of your kettle in the manner prescribed above every two months. Depending on the mineral concentration of the water supply in your area, this procedure may be required more frequently.

What is an "immersion element"?

Immersion elements are elements which operate immersed in water. They are a very efficient means of boiling water as virtually all of the heat energy is transmitted directly into the water.

Why am I getting a white residue on the water after it has boiled?

This residue is the result of the minerals in your tap water. The white residue is usually calcium which is not harmful to ingest. To avoid these precipitates, you may want to use distilled or chemically filtered water.