As of March 6th 2019, Dux is offering each reviewer a Parts and Labour Warranty Extension from one year to three years to their customers to encourage them to write a positive or a negative review. It is possible that reviews were written by customers who received such a reward.
Pilot light goes out A LOT
Since moving into our new house in 2014, the pilot light on our hot water service goes out constantly for weeks at a time before coming right for a while. I have had to relight it 6 times in 3 days in this latest bout of malfunction. The Dux service people replaced the thermocouple (at our cost) in 2016 and while there was some temporary reprieve from the issue, it has returned periodically ever since. It is beyond frustrating, especially given the additional repair cost already incurred that never fixed it properly. I expect a hot water service to stay on !
Purchased in September 2014.
Dux hot water broken after 6 month. Dux refuse to fix!!! do not BUY DUX.
I bought a DUX gas storage hot water system. It stopped working and started making a terrible whistling sound. My neighbour was disappointed due to noise and almost called the police. When I called DUX they refuse to fix it. DUX say over the phone without visiting the site that the problem water pressure and there is nothing they can do about it. A hot water system is supposed to last 8 years my one broken after 6 months. DUX refuse to fix it. Do not buy DUX. DUX look good value at bunnings but do not let DUX fool you like me.
Purchased in November 2020 at Bunnings Warehouse for $1,200.00.
Fails 1 month after warranty finishes and Dux could not care less
Hot water service decided to explode from the top 27 days past the "warranty" period. Contacted Dux thinking they might have some half decent customer service however found the lady on the phone basically telling me bad luck out of warranty nothing we can do. Quality service that your units aren't exactly cheap and yet just after warranty it fails!!!!
Purchased in October 2013.
I would not buy A dux ever again and have advised everyone I know how poor these are and when it comes to after sale service don't bother cause they are not interested. Stay away from DUX it lasted 1 year and it has had problems ever since pay a bit extra and get a Rinnai.
Luke warm water
units was installed 2 years 4 months ago, so it is out of warranty.Gas keeps going out having to relight approx 2-3 times per day. It replaced an 18yo dux system that never gave any issues but packed it in finally. Replaced with the 135l prodigy system. Gas goes out all the time and their service agent tells me these systems are very poor quality. Another agent tells me he can modify to give no issues so I'm going with that option to save $2460 (modify is $90 + call out)
Dux 170ZN Gas Water Heater
Coming into winter and no hot water
I would expect that a major item like a gas hot water heater would last longer than 5 years
Water is leaking everywhere and internal corrosion is evident at base
Not a good product made evident now by reading reviews
When you specialize in gas water heaters this is very disappointing from DUX
Crack in the tank within 4 years
We had the Dux Prodigy 4 for 4 years before the tank started to leak. Contacted Dux who organised a plumber from Cavana Hot Water systems to inspect.
The plumber who attended said the tanks split at the bottom joint and it is a common manufacturing issue.
Dux organised a warranty replacement but I had to pay for the install which was around $800 which I felt was very expensive.
Retrospectively, I could have spent an extra $200 and purchased a brand new unit from another manufacturer with a full warranty. Lesson learnt I guess!
My experience, with customer service teams of Dux and Cavana, was terrible.
Keep away from them, if you can. Poor product quality + Poor customer service
Not working properly since installed.
I rent this house for 10 years now and never had problems with the gas heater till last April when it decided to die and the real state was very quick to fix the problem and send the following day a plumber to install a new system. from the beginning I got only warm to mild hot water but I thought give it a time is new but after 3 months looks like the burner turns on only once a day imagine with 4 children and 2 adults I need more than that, the plumber came and checked the installation and everything looks ok, I took a shower to show him that...the burner didn't turn on and he certified that, he called DUX and their reply was that if they send someone and can't find anything wrong (that of course they won't) they would charge 200 dollars. I'm not sure how someone could be still doing bussines with this kind of products and reviews. Now I have to wait to see if the owner wants to spend the 200 dollars or wait for the summer to get the next shower.
Sorry to say a very poor product - tank lining issue (water exits discoloured brown) a month after Dux's 5 year warranty ran out.
DUX not interested. Will pursue them in consumer affairs under statutory warranty. One would think that a HWS in excess of $1,000 should last longer than 5 years and one month
Dux not worth your dollars
This product has never been reliable. We have contacted Dux sales team twice, the first time they refused to fix it (pilot light issue) and second time after using a bit of forceful negotiating they managed to send out two apprentices who were quick to point out it was leaking gas and piping was loose (we knew that already) and after wasting 170 litres of water and no hot water for three days, they fixed it. Every 3 months is the same story. Being a shift worker I expect to have continuous hot water available (this product doesn't and has never offered that!) While it is under warranty, Dux refuses to replace it. Do yourselves a favour: Don't buy Dux!
Terible workmenship /part
We bought this Protégé 4 model 170 L. Hot water tank at the end of 2011, with 7 years total with extende4d warranty. Still within the 3 years warranty, in September 2014 we had a feeling that somehow the hot water doesn't last the way it did before even with no difference in usage. Then in October 2014, one day, there was no more hot water , so when we checked, it was vissable that the connector of the gas pipe is loos and is leaking gas. Only when I called the manufacturer, I realised that the 7 years warranty (normal 3+4 extended purchas...ed), covers only the tank itself (the big cylinder) but ALL the parts that make the tank produce hot water and the workmanship is only for 1 year. And here I am telling you that the workmanship is rubbish and the parts are probably not any better, when from a normal quality hot water tank that will have approximate life span of 10-15 years, with DUX, expect only a year or maybe 2 if you are lucky. They probably know that themselves, when they guarantee their product for only a year. After that....good luck to you....either pay your own plumber to fix it, or pay them to rip you off further, ..... What a shame!!!!....add to that the arrogant customer service that are there just to tell you- it's not covered and you should read the warranty papers before you call them.....Shame shame shame....I'll tell everyone I know to stay away from Dux.
For the 135z n. 11months post install and leaking over night
11months post install and it has started losing around 60 ml a night from the relief valve. Rang Dux and asked if this was normal, the answer person could not tell us if this was normal or not and refused to pass us through to anyone more technical who could help. They did say they could send plumber out to check the unit but if no fault found we would be libel for the callout fee >$130. And wanted credit card details before anyone was sent out. When we insisted on talking with a more technical person to see if the leakage was acceptable the phone call was disconnected.
Little to recommend it
Had it installed as part of a renovation. Worked ok for the first 6 months or so and then the pilot light starting going out intermittently. Have had the thermocoupler (I think) replaced under warranty but since then, pilot light is going out more regularly and when it is working, the water is warm at best, despite the thermostat set to hot. Am awaiting another warranty to callout which will hopefully fix it
pilot light going out, low temparature
DUX After Sales Service
We purchased a Dux Prodigy 4 gas water heater on 2 Dec 12 through The Plumbing Doctor Newcastle. Then on 2 June 12 the unit failed , the installer was called to repair. The Plumbing Doctor failed to realize that they initially installed the unit even though they had affixed their company sticker to the unit. As a result they charged us $245 to replace the Thermocoupler. We attempted to claim under the warranty from both Dux & The Plumbing Doctor on 1 Nov (due to being on extended holidays) both refused our claim. We lodged a complaint with NSW ...Dept Fair Trading - even they failed to persuade The Plumbing Doctor due to their negligence and Dux said the fault was not reported direct to them initially so they could not assist. The unit failed again on 8 Jan 13 as the unit was outside warranty and we did not trust the original installer, an independent plumber was calEd. He replaced the thermocoupler, then the unit controller, still it did not work. The gas would only stay alight for a short time I phoned Dux on Friday 11 Jan who immediately said unit was out of warranty and call suggested we call one of their recommended plumbers. Our plumbers after enquiring found that the Prodigy 4 was prone to failure due to incorrect gas/air mixture. This was relayed to Dux who again fell back on the warranty being expired. I insisted that I speak to a manager, service person Arpita promised to call back by 5pm. As no call received by 4.50pm I phoned and spoke to Sandy who advised that their computer systems we down and phone back on Monday. She could not help even though we would be without hot water for at least 3 additional days. I don't hold much hope Dux will assist and again hide behind its warranty clause. Does not work
Didn't even last 3 months
After 11 years our Rheem heater ruptured the tank so in the haste to get hot water back on I called a plumber mate who said he could install it that afternoon if I could find a new heater on on Saturday. Bunnings had the largest stock of multiple manufactures so with my friends help over the phone I was able to purchase a similar system. Install was easy enough and we've been happy for the last (nearly) 3 months.On Saturday the tank on the new Dux ruptured so with less panic, because it was under warranty I called Dux Customer Service at 10am. ...That's what started my quest to write Dux a 1 star review. The polite lady told me that she couldn't get a plumber out on Saturday but 1 would ring first thing Monday. At 1pm on Monday I again rang Dux Customer Service and I was told the plumber had been given the job and would ring soon to do the inspection. At 7pm the plumber rang and said he would be around in 15mins. After turning the water on and having it stream from the hole in the tank I was told, "you defiantly need a new one". The plumber couldn't get hold of his boss on the phone so now I'm still waiting for a replacement unit. 2 x kids in winter with no hot water for a least 3 days, thanks for nothing Dux! It only lasted 3 months, very bad warranty service
Questions & Answers
My Prodigy 4 gas water heater is about 15 months old. Few weeks ago I noticed each time I open or close water tap a loud bang coming out from the heater. Definitely it is coming out from the heater and not from water pipe. Is the banging indicate any fault within the heater? Will hammer silencer installed outside the heater solve the problem or the heater should be inspect by a technician?
The model number is 135ZB4N.
I will appreciate your advise.
Kind regards Andrew
We would like to resolve this issue as soon as we can.
So we can understand the specific details can you please email through your full name, productreview username, best contact number, address where the unit is installed and serial number to firstname.lastname@example.org so we can call you back, talk through the issue and try and resolve it for you?
The Dux Team
Hi Did Team. Thank you for your prompt response.
My name is Andrew Wilczynski
Products review name Andrew W.
Contact number 0492888499
installation address 31 pridham street, maribyrnong, victoria.
Serial number 2002274500H
Hay my prodigy 4 is about 4 years old and has a couple of faults, in fact when I went to light it to night, something went wrong and a huge burst of flames got my face and burnt off some of my hair and half my beard. Has this ever happened before???? And should I replace or try repair it thanks. Dan. !!!!!
We'd be happy to assist you with your question.
If you can email through your name, phone number, address where the unit is installed, model number and serial number of the unit to email@example.com it will be great.
The Dux Team
My Dux 135 l works fine until you turn it to 5 or 6 then it turns itself off? Why?
We are genuinely sorry this happened.
We have received your email about this issue together with the product details and your details as well.
I believed one of our staff already contacted you and warranty job has been raised. Please do let us know via email to firstname.lastname@example.org after the agent attended the site and when the job is complete.
The Dux Team
Yes, it's been sorted now, thank you, great customer service :)
Thanks for being patient to us and we're glad we were able to resolve the issue for you.
The Dux Team
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|Category||Gas Hot Water Storage Systems||Gas Hot Water Storage Systems||Gas Hot Water Storage Systems||Gas Hot Water Storage Systems|
|Release date||Apr 2008||Apr 2008|
|Replaced by||Dux Prodigy 4 135ZB4N/135ZB4P (135L)|
Other Gas Hot Water Storage Systems
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