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.
- Sunpro DN15DS (Storage Tank, Natural Gas)
- Verified purchase
Terrible - Avoid
My Hot water service is almost 3 years old and has just broken down for the second time.
There are no local service agents in my area.
Because it's out of the 1 year warranty Dux doesn't want to hear about it.
All the local plumbers say the same thing: "Dux products are cheap rubbish - you'd be better-off getting a different system rather than repairing it".
Avoid these Products!
- Inferior Quality
- Bad Customer Service
- Bad Service Network
- Inferior warranty (1 year, instead of the standard 3 year)
Poor product and service
Our solar hot water service wasn't working and needed parts replaced including diverter valve when we moved in to our house two years ago. As the house had been used as a display, the system hadn't had much use. We were without hot water for over a week and Dux were difficult to deal with, but after much stress finally covered the repairs. It is now two years later and the diverter valve has been replaced again. It was causing electricity to turn off due to water leakage from broken seal. The system is only four years old and we are not at all ...confident with the product. The tank is also rusting and top has buckled but Dux did not want to know about these issues, stating it is not affecting function of system. We are not alone when reading other feedback. The company should compensate owners for this poorly performing product.
i don't like our sunpro solar gas heater. after just 4 years, we had to replace pump part and new one now makes so much noise. it is like a thumping noise when having a bath. so much for enjoying a bath.
we are told now that such products are not suited for areas where temp gets to zero; like Albury Wodonga.
basically we had to tun off and then turn on heater for years before it finally stopped working altogether.
on top of that, the plumber sunpro recommended to us, charged us over $400 for a part which i could have purchased myself for $234.
The frost valve for the solar panels fails every year despite it not being winter with much loss and waste of water. $450 cost each time to replace. The main unit - water storage tank on side of house also malfunctioned. Even though under warranty it still cost $750 for second installation. That one did not work either. So really expensive yearly replacement costs. Not cost efficient.
worst product. dux shrugging off their responsibility
Dux DN15CS has to be one of the dodgiest product sold to Australian consumers hands down. This unit has given us nothing but trouble over the last 4 years and they are refusing to fix the issue as they claim it is outside the warranty. We have had more than 6-7 call outs over the last 4 years as the system would either not work or spew too much water through "plumb to waste" or a dodgy valve of some sort. On a hot summer day you would expect 20 to 30 litres of water going down the drain due to this substandard product, and to add the misery the...machine will then stop working all together. We had to ring their technician to come and fix the issue and same thing would happen again few months later. I am not a plumber and claim no expertise in the field of plumbing or solar, however I think their product hasn'% been tested well and long enough and doesn't suit melbourne weather which can fluctuate from extreme day heat in summer to cold winter nights. The repaired who was initially sent by Dux suggested to turn the machine on and off at the switch if the problem persisted and we had resorted to doing the same when the machine didn't work and now it doesn't work at all even if I were to try switching the machine on and off at the main switch. their call centre is very unhelpful and are always trying to shrug off their responsibility and always asking for credit card details in case it was not issue covered under warranty. we always had to be very persistent with them and it had always been incredibly difficult. and now they are refusing to repair the machine all together and saying we should contact their preferred repairer. Products sold under Australian consumer law is expected to perform upto certain standard regardless what it says under warranty. We asked them to replace the machine with something that is fit for the purpose when it was still under their claimed warranty and they refused and now we have this junk just sitting there spewing out water like crazy while we are forces to take cold shower. we will be taking this up with consumer rights victoria. I understand we might not be the only consumer facing this plight so May also consider class action.
Avoid at all costs. Try any other solar product except Dux
Avoid at all costs. My unit is just 12 months old and has the diverter valve replaced at least 4 times in 12 months. Don't try to call their customer support(sic) as they don't want to know or even listen, So now we are pursuing Consumer affairs and legal advice. Once again steer clear of this product and I think 1 star is still to high for this woeful product.
Diverter valve broke after 3 years
We moved into our brand new house by Burbank 3years ago now. The dux Pre Boosted Gas Solar Water Heater MP15 came with the package. Diverter valve broke and got replaced costing AUD 450. We previously had a Bosch continuous hot water system at the old house and it never broke in the 11 years that we were living there. The warranty on the diverter valve is 3 months ... if something breaks again, I'll be scrapping the dux for a Bosch!
04.09.20 broke again A$605
Very disappointed. Gas boosted solar. Poor product, several issues including parts recalled. Has now stopped working completely. This was not a cheap system to begin with and is costing more and more.
Would not recommend Dux products. Recall phone line never answered, had to call Dux directly.
Poor, poor, poor!
Less than 2 yrs old and has issues (not covered under warranty of course). Their "recommended service dealer" never turned up so for the past 3 months I have had to turn the system off and turn it back on to get hot water. According to consumer affairs that if a product is expected to last longer then their stated warranty you may be entitled to repairs or replacement so that is my first phone call this morning!
Thumbs down dux
PTR valves replaced 3 times in less than 4 years. Last valve replace 3 days ago and a flow reducer also installed to prevent valve failure. 2 days later more valve failure preventing gas booster from igniting. No hot water for 2 days as too cloudy for solar. More $$$$ to repair. Its the most troublesome hot water service I have ever had.
Dux is hopeless
System died 5 times in less than 5 years for different reasons. Now they refused to send their plumber as the warranty only covers tank leakage. Replaced pressure release valve just 2 months back and now something else is faulty. NEVER BUY DUX. Wish I can give negative star ratings.
woefull, low grade product
have this installed at my house around 3.5 years ago & almost every year there are at least two callouts for repairs.same issues over again moreover this seems to stop working almost every winter.! buyers don't buy DUX.their products are low grade,faulty & overtime almost every part will be replaced
Poor product and service
Replaced PRV 2nd time now (first was under warranty). All the hot water ran out with the pressure release valve not working (and it's been too cloudy for solar) hot water still not on, it now seems the booster turns on for 30 seconds then trips out the whole unit which powers off for a few minutes before trying again :(. Going to cost $$$$ I can tell, unit is only 4 years old. Serial: 12121130101H. Gas Approval ID 100052-001
This solar hot water unit was installed in our new house in September 2012. It is only 3 1/2 years old and has continuously had issues.
The water comes out cold, so we have to go out and turn the unit off and on again (sometimes several times) to get the gas booster to turn on to heat the water (even in summer on a 40 degree day!).
The problem initially occurred every now and then but is now every other day.
We will be replacing with an instantaneous hot water unit!
Ok!! After replacing the logic box and 460 dollars out of pocket. Three months later no hot water again, this time it possibly is the diverter. This unit is only 15 months old. Dux please don't insult me by answering this complaint with your standard response that you will investigate, as you don't care about your customers. Interesting what was once a five year warranty is now a one year warranty. (I wonder why) another disgruntled Dux customer (again one of many).
This brand and product is definitely not the Dux Nuts
Not even 2.5 years old.
Dux DN15DS SunPro Pre Boosted Gas Solar Water Heater. Three pressure relief valves since we moved in. Now we need to replace the diverter valve and probably the Hotlogic Controller.
$1,100 to replace the parts with no guarantee it won't be an ongoing issue. Recommended that we ditch the solar gas boosted setup and go with an electric/gas instantaneous unit for about $2000.
Regardless of which way we go it's an insane amount of money on a HWS that is 2.5 years old.
This brand is definitely not the Dux Nuts!!!
Can't handle the hot weather
Have only had unit for three months having to call plumber for the second time units can't handle the heat water gets to hot in panels and burns out the valves and can't get satisfaction from Dux except to say that it is going to cost me more money because it's not their problem
I have a Dux Sun Pro Model# DN15DS. When it works it works great.
I have been through 3 electronic control modules, twice under warranty and once at my cost, and now no water pressure. From my research it seems to be the regulator valve.
Dux service and warranty are very poor considering I had to get irate to get them to listen just after the warranty of course.
I spent $6500 back in 2013 for this system with only a 12 month warranty thinking it will safe me money in the long run but what I am saving in gas consumption I am spending in repairs.
I would think twice about this unit.
Questions & Answers
Just in the last couple of weeks there has been low pressure from the hot water tap (system) seems to surge a little bit. We have good cold water pressure. I have checked the hot logic controller, power led green, sensors led green, outputs led off.
Any thoughts as to what the issue is
We are sorry to hear about your experience and we would like to resolve this issue for you.
So we can understand the specific details can you please email through your full name, productreview username, best contact number, model number and serial number to email@example.com so we can call you back, talk through the issue and try and resolve it for you?
The Dux Team
could someone knows how to relight the pilot light ox DUX Sun Pro
Thanks for your question.
The instructions for lighting the unit are located on the back of the access panel that you remove to light the unit.
The Dux Team
I just received huge water bill and it was discovered that anti frost valve on solar panels is leaking
Living in Melbourne is it necessary to have this valve installed?
How much does it cost to replace?
The DN15DS has a drain down feature that does not require the installation of frost valves.
Your plumber or one of our Service Agents (please call 1300 365 115 Option 2 to book a call) will be able to remove the frost valve and seal off the connection.
Please email us to firstname.lastname@example.org for any concerns.
The Dux Team
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