Dux Proflo Questions & Answers

Or just stay well away from Dux all together! Zero for product and 2 x Zero for customer service!

Hi Chris,

Thanks for your question.

The plastic that you see in the sockets is the ends of the internal plumbing, there is nothing that needs to be removed.

Best Regards,

The Dux Team

Great thanks. I think it would be helpful in your product guide/installation manual to mention that. I had to try several times over the weekend ’talking’ to your AI assistant to frame the question in a way that made sense. Also, the brass plugs that are used to plug the unused inlet and outlet connections get very warm. There is a lot of heat escaping from these fittings. Why does the unit not come with insulation covers of some sort that can be fitted over these plugs. Just a suggestion for product improvement.

Hi Chris, Thank you very much for your valuable feedback and for taking the time to share your experience. We appreciate your suggestion regarding the product guide and installation manual — we’ll review your comments to ensure the instructions are clearer for future users.

Regarding the brass plugs, it’s normal for these fittings to become warm during operation due to heat transfer from the system. However, we understand your concern about heat loss and appreciate your suggestion to include optional insulation covers. We’ve forwarded your feedback to our product development team for consideration in upcoming design reviews.

Your input helps us continue improving both our products and support materials, and we’re grateful for your insights. Please don’t hesitate to reach out if you have any further questions or need additional assistance.

Warm regards,

The Dux Team

Hi there, We apologise for any inconvenience this may have caused you. Our team would like to resolve this for you. 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, model number and serial number to support@duxhelp.com.au so we can call you back, talk through the issue and try to resolve it for you?

Best Regards,

The Dux Team

Hi Dylan,

Thanks for raising your question.

The pink plastic are the ends of the internal plumbing of the heater, they ensure the maximum amount of hot water is efficiently delivered into the house.

Sincerely,

The Dux Team

hi, i am only a buyer of this product, not a technician. you should contact their tech support. regards, Sandy

Hi Mark, We are genuinely sorry this happened and look forward to resolving with you. Customer service is one of our top priorities, so if you can email through your full name, best contact number, address where the unit is installed, and serial number of the unit to help@dux.com.au, we can sort this out for you.

Regards,

The Dux Team

Hi Gordon, It is our pleasure to answer your question. The thermostat can only be adjusted by a suitably qualified tradesperson. You will need to talk to an PV electrician re the timer, but you would need to ensure that there is at least a 4hr block of power available to the heater so that it can heat completely to 60 Deg C in accordance with AS3498. That is assuming that it has a 2.4kW element fitted, otherwise a 3hr block of time if a 3.6kW element is fitted.

Regards,

The Dux Team

Hi Chris, It is our pleasure to answer your question. The unit is certified to have a 4.8kW element, your electrician will just need to fit the element - part # H0073 - to it, no other changes needed unless your electrician says so.

Regards,

The Dux Team

Hello xerxes, I have recently been in your situation and know what you are going through, nothing worse than having a hot water system explode. I would suggestion you look to someone else if you need and emergency service. Have a look at my review and you will see Dux is great with all the promises but you will get disappointed when it comes to them honouring their promises. As they did with me, they will charge you an extra $80 for same day, not turn up and then tell you to go to bunnings to get a $50 refund.

OMG Sam S i seen yur review and it has really scared me. Thank yu so much I decided to go with Evoheat as they have no bad reviews about them.

Hi Xerxes,

We'd be happy to assist you with your question.

If you can email through your name and phone number to help@dux.com.au it will be great.

Regards,

The Dux Team

Hi there,

Thanks for your question. We use R134a refrigerant in the Dux Airoheat Heat Pump.

Regards,

The Dux Team

Hi there, It's our pleasure to answer your question. We would suggest that a specialist PV electrician be engaged to confirm that the electricity supply side is working correctly. If that has been confirmed as operating correctly and the unit is still not producing hot water (run the relief valve on the side of the heater and measure the temperature of the water discharged out of the drain pipe), then your local plumber or our service agent - call 1300 365 115 Option 2 - will be able to assist. We are unable to assist with power supply issues.

Regards,

The Dux Team

Hi Dee, It's our pleasure to answer your question. A 25W124P is fitted with a 2.4kW element. This element heats at the rate of 41L/hr. What that means is that every time the unit heats up from cold (all 25L of hot water has been used), approximately 1.46kW of energy is used.

25L/41Lhr = 0.60 x 2.4kW = 1.46kW.

Regards,

The Dux Team

Hi John, It's our pleasure to answer your question. The Thermostat is Trades adjustable only and can be adjusted between 60 Deg C and 75 Deg C. 60 Deg C is the minimum temperature under AS3498 to sanitise the water of Legionella Bacteria.

Regards,

The Dux Team

Hi Carol,

We'd be happy to assist you with your question. You can contact our team: For Warranty and Service, please call *1300 365 115 Option 2* For Sales, please call *1300 365 116 Option 1*

Regards,

The Dux Team

Hi Kay, Electric storage heaters do not have an energy efficiency (star) rating as all the energy used by the element goes into heating the water, unlike gas appliances where a percentage of the heat energy is lost out of the flue.

Electric storage heaters are however rated by heat loss - how many kW in a 24hr period is used to maintain a set temperature, these figures can be seen here:

external link 

Best Regards,

The Dux Team

Hi Andrew, Thanks for 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 help@dux.com.au it will really help us get a response for you.

Regards,

The Dux Team

This is worrying. I just bought a Dux. Did they resolve the matter Andrew?

I paid $1550 250lt supply and installed from Bunnings.

Hi Karen, I paid similar to Dung, I think it was $1534.00 for a 250L unit through Bunnings, but this will vary if it is not a like for like replacement, if you have a narrow or difficult access (I had one meter wide access and this was OK) and there is an additional charge if you want them to take the old unit away. The price included the supply and installation of a duo valve, and a cold water expansion valve, but not a tempering valve as I was advised I didn't need one. I assume the price will be something less than that for a 125L unit.

$1600 - $1700 to purchase 125L unit & Install, with all new fittings/valves, & remove/dispose of old cylinder.

Hi Karen,

We'd be happy to assist you with your question.

If you can email through your name, phone number, address where the unit will be installed, to help@dux.com.au it will be great.

Regards,

The Dux Team

Karen, find out exactly what they give for installation as they will tell you that there are extra charges if they system is not exactly back to back, but give you a fixed quote, so if it is a simple install, they pocket the extra money.

Hi Eric,

Thanks for your question.

The standard element fitted to a 315L water heater is a 3.6kW element.

Best Regards,

The Dux Team

Hi Andrew,

Thanks for your question.

Your electrician will need to provide you with the RCD answers, refer AS/NZS3000. The unit must be hardwired, no electrical approval exists for it to be made a plug-in unit.

Best Regards,

The Dux Team

Thanks for your reply, so am I right in saying it needs it's own dedicated hardwired circuit and does it need the copper inlet/out pipes earthed? And yes I'm organising a contractor to do the work. Your help is appreciated. Regards

Hi Andrew, To answer your question, Hot Water Systems that are hardwired always have a separate power circuit. Everything else, connection and earthing wise must be as per AS/NZS 3000, you will need to consult your electrician for further advice.

Regards,

The Dux Team

Hi Hans,

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, and serial number of the unit to help@dux.com.au it will be great.

Regards,

The Dux Team

So sorry, Peter! I had the Dux professional install the unit. Wouldn't be able to answer

Hi Peter,

Thanks for raising your question.

The plastic inserts that you see are the ends of the internal plumbing, they remain there and your plumber screws their fittings into them.

Best Regards,

The Dux Team