Technical Support

888.222.2930
(M-F 9-5)
support@frenchranges.com

Service F.A.Q.s

Below are some of the most frequently asked questions and the answers to those questions. If you don’t find an answer to your specific question, please call the service department at 888.222.2930 Monday through Thursday 10am to 8pm eastern time.

Service in the US:

How can I get service for my range?

Art Culinaire maintains an active nationwide network of service providers to assist in the maintenance and repair of your range, should the need arise. We import each range into the US and perform rigorous Quality Control & Testing procedures in our warehouses in New York and Washington State, with the express intent that the range works properly for years to come and is as easy to install as possible.

Due to our high standards of quality control, and the handmade quality of these ranges, you can expect to enjoy years of dependable use before there is any need for maintenance.  Rest assured that if a problem does arise, we will insure it is resolved quickly and properly. If your range ever requires service, please contact our Technical Department at 888-222-2930 or support@frenchranges.com

Who should I call if I need service?

For your convenience, all owners under our 3 year warranty should contact our Service Department at 888-222-2930 to initiate any repairs. You many also email support@frenchranges.com. This is to help ensure that the correct parts are replaced and to mitigate multiple return trips. Range owners who are out of the warranty period may simply look up their local service provider on our Servicer Locator tool, found here: https://www.frenchranges.com/technical-support/service-warranty

Is there any maintenance needed for the range?

Being a mechanical object, there will always be parts that wear out with use (like brakes on a car). The oven door hinges (10+ years), heating elements (10+ years), and spark modules (5-7 years) have a limited lifespan. The factory recommends that the burner valves be re-greased after 20 years.

How can I order parts?

You may call our Parts Department at 888-222-2930, email support@frenchranges.com or order online.

What do I do if I smell gas?

First, turn off the gas supply to the range right away. Then air out the home by opening a door or window. Call the local gas company if the smell persists. Otherwise, you may either call a local service provider, or call us to initiate an inspection. If the smell is pungent or cloying, then this is most likely raw fuel and must be dealt with accordingly. If the smell is less strong or accumulated over time only as the range has been in use, then this is most likely burnt fuel exhaust accumulated in the kitchen and an inspection of your exhaust ventilation system (or make-up air system) performance will need to be made.

What percentage of your ranges need to be serviced in the first 3 years of warranty; and also a percentage that need to be serviced after warranty.

Due to our extensive testing & calibrating process Stateside, on top of the quality control process at the factory, the number of issues within the 3 year warranty period are very minimal.  Our Service Manager would estimate at max 5-7% of ranges experience any issues within the first 3 years. Like I mentioned on the phone though, as the range runs on mechanical parts, you will inevitably need to replace worn out parts over time (much like brakes on a car).

Common examples of things will HAVE to be replaced eventually:

  • 3+1 Modules for ignition of burners – 5-7 years use @ $100.00
  • Oven door hinges (the oven door hinges that have been used in the past had an average lifespan of 5-7 years. The hinges being used on current models are intended to last for 20+ years).
  • Heating elements: 10-15 years

It is important to note that we are in constant contact with the factory and provide sound counsel for product improvement.  The factory is always trying to use the most sound and robust parts available making your range an “ heirloom piece”.  Much of the information online will be historical reviews of older ranges, that may not have the most up to date parts.

Also, how long does Lacanche make parts for? I’ve read that some brands only make parts for 7 years, so if you need a door hinge 10 years down the line, you’re out of luck.

We stock parts in both of our national warehouses (Woodinville, WA & Poughkeepsie, NY) for ranges dating back to 1995 when we first started importing the Lacanche ranges to the States.

How long has Lacanche been selling in the US? How long in Seattle?

We started selling Lacanche Ranges in 1995 in Ravenna (a neighborhood of Seattle) and moved to a larger warehouse space in Woodinville, WA in 2001. We now have 3 national showrooms (Seattle, New York, Los Angeles), in addition to 2 national warehouses for testing and calibrating/ parts / and storage.

How long does one usually need to wait for a part that is needed while under warranty and after warranty? For example if ten years from now my igniter goes out, how long will I need to wait to get the part and get it fixed. I see you have parts here in the US. Do you have all parts for all machines?

We keep the most common parts needed for ranges in stock and have the ability to overnight parts. Yes, Lacanche uses many universal parts throughout all of their ranges, which is a definite plus.

Electrical and Installation Information:

What are the electrical requirements for the range?

All Lacanche ranges that have electric heating elements will require a 240v, 4-wire electrical supply

Will 208 V be sufficient?

Yes. The difference will be the electric ovens may take an extra minute or two to preheat

Why do I need a 4-wire connection?

In North America, we get 240v by adding 2 120v electrical phases together (L1+L2). This is added to a neutral wire and a chassis ground wire to total 4 wires (L1, N, L2, G). Sometimes this is also known as 120/240v, 4-wire.

Is it okay to use the range during a power outage?

Yes, but you will need to manually ignite the burners with a BBQ wand or a long match (except for ranges produced between 2010-2016).

Will the power cord be attached when I receive my range?

Yes. We afix each range with a U.S. power cord before it leaves our warehouses. This cord should not be removed and may void the range warranty related to the power terminal block connection.

What is the spacer used for and do I have to use it?

The Lacanche range spacer is part of the design of the range and is required by UL regulations.  It serves multiple functions that benefit the long-term use and performance of the range. More information here.

Can I do zero clearance on my installation?

Only if the proper protections are put in place, yes, but understand that you are going against the factory design, UL regulations and/or local codes. For more information, please call the service department at 888-222-2930. For more information on installation, click here.

Range Weight:

How much do the ranges weigh?

The range weight varies by size and configuration, listed here: https://www.frenchranges.com/wp-content/uploads/2014/05/Crate-Dimms-Weights.pdf

Cooktop Questions:

My Burners are too hot, can they be lowered?

The flame height at the LOW setting can be adjusted, but this does not reduce the actual temperature of the flame.  Only a diffuser plate or disk will spread out and reduce the actual temperature delivered to the bottom of the pot/pan.  The Lacanche simmer plates are designed specifically for this purpose, and we also have diffuser disks available for purchase for use over a single burner.

My igniter isn’t working and there is no clicking sound?

Either the spark module is faulty and must be replaced, or the ignition switch for that burner will not make contact and must be replaced.

My burner won’t light, but I hear clicking?

Either there is no gas at the burner, or the air/fuel mixture will not ignite from the spark plasma. If there is no fuel at the burner, there may be air in the fuel lines. If the range was recently installed, you will need to let all of the air out first (purging), or debris blocking the gas flowing through the lines or valves. If the fuel mixture is off, the air collar for that burner will require adjustment. If the spark is not discharging to the correct spot, the igniter height/position will need to be adjusted.

Why do some burners take longer to ignite than others?

Due to the mechanical nature of these ranges; the gas type, altitude, air intake, injector size, igniter position, spark strength, and burner cap size are all factors that determine how fast or slow each burner would ignite.  We do our best to tune each and every burner in our warehouses prior to delivery shipment but at altitudes higher than 5,000ft, final on-site adjustments of the burners may be necessary to get peak performance.

Why will my burners will not stay lit unless I hold the knobs in for 10-20 seconds?

The very first generation (1995-1999) and the current generation (2010-current) uses mechanical flame sensors called thermocouples for each gas fired burner built in each range.  These thermocouples are a safety feature that will not allow gas to flow through each valve unless this thermocouple sensor senses flame at the burner.  The time it takes the flame to heat up these sensors to the point it is able to hold the valve open is roughly 10-20 seconds (some heat even quicker).  It is also important that the knob be held in at it’s full depth until the moment before the knob is released, or else the valve will not hold open.  If the burner flame is ever extinguished, the thermocouple is allowed to cool and then causes the valve to snap shut and stop the flow of gas.  Some refer to this feature as child-proofing for the gas burners and is commonly found in European gas appliances.  A short video detailing this procedure can be found here: https://www.frenchranges.com/resource/burner-ignition-procedure/

Why does the clicking sound different at 2 of my burners than the other 3 and the gas oven?

The spark discharge cycles/sec will differ depending on the module or the output type on the modueles (i.e. the yellow 2pt module will discharge @ 3Hz, the white 3+1 module will discharge: top burners @ 6Hz and the gas oven at 4Hz.

Why don’t the burner caps stay shiny?

All the brass used on the Lacanche brand is un-lacquered (raw/un-coated).  When any of the brass is exposed to oxygen, it will tarnish over time.  But the burner caps are also subjected to repeated high temperatures (800°F+), that also slowly tempers the metal to a darker color.  It is not recommended to be repeated often, but the caps can be restored by a brief, hot white vinegar bath, followed by a thorough rinse and towel dry, then treatment by a brass cleaner & polish like Mother’s Mag & Aluminum Polish.  Otherwise, Lacanche produces matte black enamel-coated burner cap covers that helps protect the brass caps against splatter and stains.

Ovens:

How do I make sure my oven temperatures are correct?

Every range imported by Art Culinaire is tested and calibrated for full oven temperature prior to being sent to you. Each range is shipped with a temperature test graph that shows the realtime temperature accuracy of each oven. Beyond this, we recommend that the oven temperatures are checked using a digital oven thermometer with a remote sensor probe after proper pre-heat times. Also, make sure that the sensor probe is located directly in the center of the oven cavity with nothing else in the oven.

How long should I preheat my oven?

Your preheating times will differ based on whether you are using your gas,  electric convection, or standard electric oven. For the standard electric oven, we recommend a 30 minute preheat to get to 350 degrees. The electric convection oven will take 15 minutes to preheat and will cook dishes approximately 25% faster than a standard electric oven. Gas ovens will reach a stable 350 degrees in 15 minutes.

Why is the petite (small) oven so slow?

The petite oven has 700w less than its main oven counterpart, so this will cause the petite oven to heat slightly slower compared to the main ovens.

Why does the convection oven get so hot in the back? Isn’t it supposed to cook everything evenly?

Despite the high flow rate of the forced air circulation fan, the circular heating elements in the convection oven are located surrounding the fan at the rear of the oven cavity. Combined with the fact that the oven door seals are at the front of the oven, this causes a slight heat bias toward the rear of the oven cavity. It is recommended to rotate baked goods 180° halfway through their cooking times to achieve the best results.

What is that little hole on the front of the control panel (next to the gas oven knob)?

This is the access hole for the gas oven flame height adjustment. Don’t worry, this has been preset by our technicians at our warehouses during your range’s testing and calibration.

I’ve read that the gas range has hot spots. Is this true?

The base plate of the gas oven will be hot, but there should be universal heat throughout the rest of the oven as long as the door is sealed properly.

Is the convection a “true” convection?

Yes, it is a “true convection” where the heating elements are actually surrounding the fan so it can incinerate particles.  This prevents cross contamination of tastes and smells between multiple dishes in our convection ovens (so let’s say pie and fish).

What are the symbols near the electric oven?

Immediately around the control knob are the temperature markings in °F, and the Off, High & Broil selection positions (do not attempt to rotate the knob between OFF and BROIL).  On range models equipped with a convertible electric oven, the symbols for static mode and convection mode are above and below the mode selection switch respectively.

Can I reverse my oven vent covers?

Yes you can.  And in an island installation with a bar style counter across the back, this would be preferred.  Just know that this would expose the vent openings in the cooktop to liquids and debris to fall through the cooktop from the front.

Can older model ovens be converted to auto ignite?

No. A more cost-effective way to get a range with auto-ignition is to purchase one that already has it built in.

Ventilation:

Why do I need ventilation?

These ranges are high-performance, residential gas-fired cooking appliances and produce a higher value of BTU output than other brands and should be used under a canopy style exhaust vent hood.  Burning fuel produces CO, CO2 & other noxious fumes. CO & CO2 displaces Oxygen, allowing your home to full up with noxious fumes is hazardous your health.  Proper ventilation will also help prevent oil/grease vapor produced during cooking from raining down on every flat surface in/near the kitchen.

This can be summed up by asking one single question: “You wouldn’t wheel a [high-powered] gas BBQ indoors and start cooking on it, would you?”

For more information, click here.

Do you recommend a certain vent hood manufacturer?

Each hood manufacturer has a particular look & style, product options, different fan performance characteristics and noise levels.  We do not currently supply any official endorsement to any one manufacturer, and you should choose what is right for you and the particular look of your kitchen.  Here is the Lacanche Ventilation Guidelines and a list of hood manufacturers.

Trim, Hardware, Parts:

Can I purchase extra trim to be used on my other appliances, or cabinets?

Of course! Email us to request a price sheet, or order online (coming soon).

Can I change out my trim for another finish color?

Yes, it will require the front of the range to be disassembled by a service technician to complete. Call the service department at 888-222-2930 to order a full set of trim for your specific range.

Do you sell taller feet or a taller kick plate?

A taller set of leveling feet (40mm) are sent with every Lacanche range (located inside the plastic bag that the range manual comes in), and the base [plinth] that the range is built on has two height options: 40mm or 70mm.  This gives two optional heights that the range can be built with when specified at the time that the range is ordered from the Factory: 900mm (35 7/16”) or 930mm (36 5/8”).  The taller base plinth will come with a taller kick plate attached.

Gas Type:

Can my range be converted to natural gas or propane?

Yes, by adjusting the internal regulator and exchanging each burner injector orifice to the appropriate size for your altitude, burner size and target fuel type. For more information, call 888-222-2930

What to Cook and Where:

What items should be cooked in the convection oven?

Any item that you wish to be dehydrated and/or cooked 25% quicker.

Which items are best cooked in the gas oven?

Any item that you wish to hydrate and retain the most amount of moisture in.  Usually most meats/proteins.

Which items are best cooked in the electric oven?

Any item that you wish to dehydrate, brown or caramelize.  Like pastries, baked goods and poultry skins.

Do you recommend using a certain type of cooking oil?

Usually seed or nut oils with the higher smoke points are the best to use for their wider temperature range for frying or seasoning cookware: Grapeseed (does not impart flavor), Walnut, Canola, Palm, Peanut, Sesame or Sunflower oil.  Avocado oil has the highest smoke point.  Clarified Butter is best for grilling/sautéing.

Do the griddles/grills need to be seasoned prior to using?

Every Lacanche accessory is enamel coated to protect it against corrosion, but it is always wise to add a seasoning layer to the direct cooking surfaces to provide a good non-stick quality to the surface.

How should I use the portable simmer plate?

The portable simmer plate should be used in lieu of one of the side burner grates, located above a pair of burners (front to back).  The simmer plate can be thought of as a hot plate to place pots & pans on, with a gradient of heat from above each burner toward the outer four corners.  The heavy cast iron plate will absorb the high intense heat of the burner flames and spread it over a wider area, thus reducing the actual temperature of each burner.