Town’s electric rice cookers may develop an issue where it goes into hold mode before a batch of rice is done cooking. Common complaints and symptoms are:
In the vast majority of cases, this problem can be solved with a little maintenance. It is not considered a warranty issue. The two causes of this situation are outlined below. In both cases, the temperature sensor cannot read accurately, cuts the cook cycle short, and puts the unit into hold mode. It can also lead to uneven heat distribution and inconsistent cooking.
|Dirty heater plate and sensor||Dirty and damaged rice pot|
The rice cooker goes from cook mode to hold mode when a specific temperature change is sensed, corresponding to the boiling off of water inside the pot. If the pot or sensor is dirty, it prevents accurate temperature readings and will prevent the rice cooker from fully completing the cook cycle. If the pot or heater plate are dirty, it can prevent heat from transferring to the pot, prolonging the cook cycle and causing product inconsistency.
There must be a clean, physical connection between the heater plate, sensor, and pot. This means any stains, debris, or black/brown marks must be removed. To clean them, use scotch brite (either dry or damp, not wet and dripping), and scrub away all residue and all brown/black spots.
When cleaning the rice cooker body, unplug the unit and place it on its side. This way, any water and debris will stay out of the unit’s internals.
The rice pot may have developed dents or been bent out of round. While the pots are made of commercial duty 1/8″ thick aluminum, they can be damaged if dropped or banged. These imperfections can lift the pot away from the heater plate and sensor. This leads to poor and uneven heat transfer and can cause multiple issues.
Dented pots can be difficult to identify so the ideal test is to try it with a new rice pot. Some possible pot integrity tests are below. While not definitive tests, they will give some idea.
Dents can’t be reliably repaired, so purchasing a new rice pot is recommended. Follow the table below to find the item number for the appropriate replacement pot.
|Rice cooker model #||Replacement pot item #|
Town’s commercial rice cookers carry a 2 year mail in warranty, while residential units carry a 6 month mail in warranty. If your unit is under warranty, submit a repair request inquiry and we’ll be glad to assist.
We’ll process an RMA, and send you details for warranty repair. Per the warranty terms, the customer will be responsible for shipping the unit back to a designated repair facility. The original packaging must be used if available. Town is not liable for shipping damage due to insufficient packaging. If the issue is covered under warranty, Town will take care of all diagnostic, repair, and return shipping costs. We will ship the repaired unit to the shipping address provided. You may find more about our mail in warranty here.
We do not have a loaner program and recommend having a backup rice cooker for restaurants in which rice is a staple.