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Don't buy a brivis heater! Unreliable product and terrible customer service
After 4 years of using a brivis heater we have spent thousands on service calls and replaced the starter motor twice. It has now faulted again only months after replacing the starter motor and not working at all. Very frustrating. We have also found the service very unsatisfactory.
Stay away from Brivis
In 2014 I replaced my old Brivis Buffalo ducted heating unit that lasted 30 years with a new Brivis BMAX BH28E. I assumed the new unit would perform and last as long as the old unit but Brivis has been replacing the motherboard every year whilst the unit was under warranty. The warranty has since expired and I am now being told I have to pay $800 to replace the motherboard. I expect this unit has a permanent fault that Brivis will not acknowledge and I recommend that anyone wanting a ducted heating system to stay away from Brivis.
Extremely Poor Customer Service
I have a Refrigerated Cooling and Ducted Heating system that was installed in Feb/March 2017. The unit is still under warranty and need a repair.
I called Brivis on 7th May 2019 and was provided a Case Number ( # 5006F00002E7A6M) and I was advised within 48 Hours someone should get back to me. Since then I haved called them 3 times and was advised due to large number of complaints we were not unable to get a techinician.
Today is 17th May 2019, I called them again and I was advised due to system issue the job was lost and now I am back in the queue.
Have spend approx 18K on the unit and now this is the service. I have 2 small kids and we are living without heating.
If I could give less than this I would
I bought a Brivis Touch wifi controller for the what I thought was expensive price of $450 but as the system did not come with any thermostat I decided one that would be "smart" would be the best option. Upon installation the Brivis Touch did not recognise the heater so we then had to purchase another part. Then to attach to wifi I have to buy another $360 part and pay for that to be installed as well.
No information provided prepurchase from Brivis and they were not even slightly helpful over the phone it took 4 call for me to find out I had...
Lasted one winter
We built a new home and didn't get a say in who supplied the heater. It's lasted one winter and the fan has already broken. We were told to get the installer to look at it, but brivis didn't believe them and made us wait another 2 weeks for another contractor to look at it. Submitted a complaint about the fact we have now been without heating 4 weeks, no response from brivis. They clearly don't care about service or honouring their warranty
If you are thinking brivis don't do it
Brivis provided a faulty heating unit that did not work from day 1. Their communication is appallingly bad. After continual calls being ignored they sent a technician who removed and completely disassembled the fan unit and got the unit working. Not a minor adjustment but a major fault. I don't want to be stuck with a lemon after paying full price for a new unit. After numerous calls brivis are not prepared to negotiate and will only give us a free service in 3 years.
I have been waiting for over a week just to get a phone call to get an appointment to get my ducted heater looked at. It is only 2 years old, it was a replacement machine installed by the previous owner of my home. It is still under warranty. As per a conversation with the booking office, I was told not to use it, because of the message on the controller screen. I got a confirmation email to say the job was booked. What sort of staff do they employ when they can't even spell the company name. I didn't expect instant service, but a call would be good to get it teed up.
Do not buy a Brivis evaporation cooler
Ours was installed in late 2013 and it’s already broken down 3 times after 5 years.
Very unreliable, as every summer we know it’s going to stop working. Today is 34c and we had to leave the house because it’s not working. If I could turn back time and buy a different brand I would.
Appalling customer service
I have got a 17 kw Brivis ice series aircon unit which has stopped blowing cool air just after 2 months from installation. When the issue was logged with Brivis under warranty, the earlier date they could send a technician is almost a month away. Apparantly they don't have enough technicians to service the area so I am not sure why they are selling products when they can't service them in a reasonable time frame. A month wait in summer is just ridiculous. Stay away from Brivis products.
After reading all these comments, I was worried that I would encounter the same difficulties with customer service. Our evaporative cooler stopped working (3 years old), tripping a safety switch in the house. Called Brivis and explained the issue and was told of their 5 year warranty. They arranged for a sub contractor to come out within a week (thankfully it wasn't hot!). He arrived when he said he would, explained the issue, fixed it and it was all under warranty. Very happy with their service!
Stay away - Very bad product and service
I had a ducted Brivis installed in a new property 5 years ago. System have issue with the fan after two years then start having gas leak fixed the gas leak then it is leaking from somewhere else then had another issue with the wall controller stopped working all this exactly after the warranty expired. Very bad customer service waiting for a week for them to call me to setup an appointment for a service. It is now three weeks since I called the customer service and got a work order (WO0266002), I mad many calls to follow up, but no body bother ...to call again from Rinnai or their subcontractors. I think they don't even deserve the $285 that I was planning to pay for the service call unless they confirm to me that they have a replacement for the external unit. I already started getting quotes to replace it with a new trusted system from a company that respect its customers.
Terrible product and service is worse
Got Brivis ducted heating with add on cooling in my new home. Always having problem with the temperature control. Tried to contact Brivis but they refuse to acknowledge the problem and their attitude is arrogant. The suggestion from Brivis is, quoting, "buy yourself a fan". Can't believe this. Do yourself a favor and buy something else.
Terrible terrible thermostat controller
The thermostat controller on my Bricis unit is really difficult to use. All I want is to turn the heater on. It’s not clear how to do so even after studying the manual in detail. When it is on, there is no feedback on the controller to say whether it is on or not. When you want to switch it off, there is no easy way to tell either. There are two controllers in the house, but it’s impossible to know if the first controller and the second controllers are in synch. Non of it is documented. Most of the time I just end up so frustrated I put on extra clothes instead. What’s the use of paying so much for a heating unit if you end up shivering in the cold anyway? I’d never buy a Brivis again.
Terrible Refrigerated cooling unit
Just after our Warranty period finished the unit stopped working. The cooling specialist diagnosed a leak on Service Port which led to a gas leak. We hardly used cooling as we live in Melbourne. It cost us $500 just to diagnose the fault. Sill waiting for a quote to replace the Service port and the gas. Will update the outcome later.
BRIVIS REFRIGERATED COOLING Breaks Down NO FIX FOR 3 WEEKS !!
Brand new Refrigerated Central Cooling unit. We paid $20,000 extra to have refrigerated cooling into our new home. 3 months later, yes only 3 weeks, it breaks down.
IN THE MIDDLE OF SUMMER. So now they are saying it will take them 3 weeks, yes 3 weeks, to come and fix it. In the middle of summer. So whilst our home heats up to over 50. If you have a choice go with a company that actually provides a service. Absolutely disgusting level of service. Go and choose another company, although not much competition. They do no care at all once you have paid your money.
Obviously the units terrible, breaking down in 3 months, and then they provide little service when you need it. They should be ashamed.
Questions & Answers
2 year old brivis buffalo broken down for second time. Anyone know if there is an issue with these?
Thank you for the question, we would recommend booking a service call. Please refer to our website with the following link: https://www.rinnai.com.au/support-resources/online-service-booking
Im getting an error code 58 on my Brivis NC3, which doesnt appear in the manual. Does that require a technician ?
This error code relates to either the Vacuum switch or a condensate problem. We would recommend contacting our technical team on 1300 555 545 option 3 and they may be able to help or arrange for a service call.
What is the expected kwh usage when operating the Ice add on ducted refrigerated unit?
Thanks for the question, we would recommend contacting our Technical Department to discuss this matter further. They can be reached on 1300 555 545 (option 3).
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