Stiebel Eltron

I purchased a Stiebel Eltron heat pump hot water system expecting a reliable, energy-efficient solution, but my experience has been extremely… Read more

frustrating.

During a recent cold snap in Canberra, the system completely stopped working, leaving me without hot water. I contacted Stiebel Eltron’s telephone support, who ran through a number of possible causes for the issue. However, they reiterated that only their authorised technician could properly assess and repair the unit. Unfortunately, there is only one authorised technician covering the whole of NSW and the ACT.

That technician initially told me he would come on a specific day, but he never arrived and I’ve had no further update. In the meantime, I’ve been left without reliable hot water in the coldest time of the year.

For a premium-priced system, this level of support is simply unacceptable. Hot water is an essential service, and relying on a single technician for such a large area is not good enough. Until Stiebel Eltron invests in adequate service coverage and reliable customer support, I cannot recommend their heat pump hot water systems to anyone in Canberra or the surrounding region. As a consequence, we’re currently looking to another brand to replace this system.

Great buy, always hot water at the right pre determined temperature – When we had the bathroom renewed 2 years ago we had had enough of always waiting a long time for hot water with the gas cylinder on the other side of… Read more

the house. In the dressing room next to the bathroom the electrician and plumber installed this great piece of German engineering and we never looked back. There is a simple dial on the small device that shows on the LED display underneath the desired temp. My wife and I have have different favourite temperatures and also depending on the season this changes. The Stiebel is great, and the water tap in the shower gives after 2 second hot water at exactly the temperature we set it at. No more fuzzing with the mix tap. What a treat ! I would never hesitate to buy this great thing again !

Not fit for purpose – After installation of Stiebel Eltron DHF13, had to remove kitchen tap diffusers to enable water to run hot enough. The IHW unit can't manage to… Read more

provide even temperature of water for shower - too hot or too cold. Stiebel Eltron 1st suggested changing from hand-held shower to wall-mounted shower to overcome problem, which was unsuccessful. They then suggested getting their Service Rep to come out and fit their other model - DEL 13, however couldn't guarantee that this would rectify things! You have to wonder if this isn't some wort of scam. Has anyone else had similar issues?

Problematic from almost the beginning – This unit was purchased in April 2018. It worked well for the first two and a half years, then started to not heat the water (intermittently). It has… Read more

become progressively worse. In July 2022, Stiebel Eltron were contacted regarding the intermittent nature of the hot water service. They stated that the unit was out of warranty (this is their voluntary or express warranty) and that we were responsible for getting it fixed. Since July, we have had the plumber re-set the unit twice and a service representative 'service' the unit. It continues to malfunction, intermittently. Stiebel Eltron were contacted again in November 2022. We were, again, advised that the unit was out of warranty. This is not the case, according to our rights under the statutory warranty legislation. The unit cost nearly $3K and it is reasonable for use to expect that the unit will last 10 - 15 years. We do not believe that we have any option other than to replace the hot water system with another unit. We have tried to get Stiebel Eltron to come to the party. They have been unpleasant and recalcitrant to deal with. We will pursue a refund of the unit through the Small Claims Court. Whilst this is not ideal, we do not believe that we are getting value for our money. I would strongly recommend against purchasing any of these units, given our experience of the performance of both the unit and that of Stiebel Eltron.

Last week, our water heater stopped working, which caused us a lot of inconvenience. I placed an online order with JR Gas and Water, and this week we… Read more

were able to enjoy hot water again. They installed a Stiebel Eltron water heater, and the entire process was excellent. The online ordering was very easy and fast, and the price was reasonable. The installation was handled neatly and professionally, and I’m very thankful for their service. I sincerely recommend JR Gas and Water to others.

Stiebel Eltron hws Beware there is no warranty by this company and they only last a year . Purchased in sep 2023 the unit stopped working in November… Read more

2024 and was uninstalled for warranty replacement. Then the troubles begin , every question is asked about what the customer did wrong , whether a tap was installed despite no requirement or what went wrong at the installation address , which by the way is nothing . Why would anyone contact a company for warranty about a faulty product if the product was working . After it stopped working the hws was tested thoroughly by a competent licensed person , turned off so rested and tried then retried and it does not work . But the service people still will not take any responsibility or replace . I do not want a hws in my house that only lasts one year and neither does anyone , Just poor service and I would advise to stay away from this company . I will be returning it to tradelink demanding a full refund as it has a 3yr warranty and Stiebel Eltron do everything in there to avoid honouring their warranty . For the record an electric hws is a basic item , there is a tank , an element to heat the water in the tank and there is a thermostat to regulate the water . Pretty basic and when one of these is faulty it means the whole unit is faulty so a replacement or refund is the only fair and reasonable action . Not 50 questions from a cheat sheet by a unqualified phone operator. They just delay , deny and de interest until the customer goes away , the 3ds ……. Steer clear of this company people they do not honour warranties and it is a terrible product

Excellent Professional Technical and Service support team at Melbourne! Easy phone call followed up with email; prompt reply from the Service and Support team. Problem resolved. Thank you for your kind assistance.