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.
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Terrible Company & Product...
We built the house back on Aug 2013 and we got this Hot water cylinder choosen by the builder maybe its a cheaper option for them!! And unfortunately not even 5yrs now its broken and not working anymore, I called a professional Plumber hoping we can able to fix it but he said he got alot of bad experience with these products by DUX. Even someone can fix it, the problem will come back again and it wont be cheap.. I highly won't recommend this company to anyone, not very helpful Customer Service as well!!!
My builder bought a Dux hot water system for my brand new house 3 years ago. The Valve and Sensor stopped working completely (no shower for 6 days) and whilst the drum is covered by warranty a small cable leading to the thermostat broke and was not covered - $300+ for a 10cm cable and sensor & $600 for labour and no shower. When we rang Dux we were given the wrong information by a rude Customer Service person so we sent numerous emails to the Manager who was extremely rude and said under NO circumstances would she assist in any of this. I ...would like to know if the Drum is under warranty for 7 years how come a small cable a) cost $300 and b) not covered. I could have bought a whole new system for the cost of repairs. I would NOT recommend Dux to anyone.
Crap. gas never switches over need to manually reset. ie any time there is clouds after a few days sun. Also 1yr warranty on a system with a 5 yr payback! completely not working now after less than 3 yrs use. had the heater unit swapped out after 6 months (luckily within warranty). Would never buy another dux.
Only one year Warranty on parts on an expensive sophisticated hot water system?
How do companies get away with only one year warranty on parts for an item that's more expensive than my ducted heating which i get about three years warranty on? Why do consumer affairs allow Dux to only grant one year warranty on parts when apple phones you use every minute of the day has 2 yrs warranty on half the price?
I believe a class action should be done to remedy customers issues such as, paying higher bills for water, gas and electricity because of faulty hot water system. Of course you can also add labour and parts cost to the reme...
Cheap rubbish and panels cant handle frosty mornings burst
11 Years old and had value replacement last January for water leaking and fixed, now had worst frosty mornings this winter bring more leak from solar panels its not the value this time. So break down in frosty mornings of -3c and -2.2c two days row then started leaking from Panels. Now get repairs, hard to say need new panels.
simply i prefer buying products made in china than this money costing machine.
costing a lot to maintain, breaking itself one by one almost every months and costing around $500 each time and the product is disgrace i feel sorry dux is australian company
never buy again for sure if you are looking for one just skip this brand
Costing me more than saving!!
I have a Dux DN15DS Boosted Gas Solar Water Heater. It is only 3 three years old and have had to get the pressure relief valve replaced 3 times since we moved in. So much water has gone down the drain either from leaking from the panels on the roof and coming from the pipe next to the tank. I've woken up again this morning to the sound of water gushing out of the pipe again. My water bills are through the roof because of this system. Now we have to wait until a plumber comes out again to tell me what the problem is this time. They've told me in the past to get rid of this hot and replace it with an electric/gas instantaneous unit. This unit just keeps costing me money. What can be done to get this fixed once and for all?
Had the unit for 5 years old and already broken for four times. Customer service also terrible. And after the warranty their approved service companies are terrible too. Very unhappy about Dux company. Not recommend for anyone. Try Rennai. Heard that brand is good. Also the off flow valve is leaking all the time. Replaced three times for the past 5 years.
- 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)
What a dud will never buy this brand again
I don't think I've had a year that this system hasn't cost me hundreds of dollars in repairs and water loss..from leaks from solar panels on roof to pilot light being faulty to solarnoid faults...it cost me a lot to buy regretted it ever since...completely unhappy despite complaints nothing happens
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.
Panels installed 2008. Failed & replaced 2011. Failed & replaced again 2017.
The performance of the system has been very good, with nearly zero hot water bill annually. No probs with the storage heater & pump or the technology. However the Dux 2AP absorber panel tubing corrodes & leaks internally - perhaps due to our proximity to the ocean & the essential breather vent in each panel. The cost option of changing brands is obviously prohibitive. Now replaced twice. As the panels cost upward of $800 each and re-installation is $500 per occasion, much of our energy bill saving has been eroded by poor quality components.
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.
Need a full system replacement at 8 years. Rubbish product.
After having the regulator replaced at about 4 years old, and other issues, the tank has burst at 8 years and there is no replacement tank to allow us to continue using the existing panels. Terrible environmental waste. Woyldbt be so disgusted if I could replace the tank. Do not recommend DUX.
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.
Another disappointed customer
I am extremely disappointed with the Dux sunpro solar water heater. I have had the system approx 6 years.
2 months after the warranty ran out one of the 3 panels started to leak.. I removed the panel thinking 2 will be enough but after another few months the 2nd panel started to leak.
I have decommissioned the system altogether especially when I was told the panels are $1400 plus labour to replace. I have rang Dux to talk about some sort of compensation or repair but they are not interested.
Don't waste your money go elsewhere.
We have had issues with the Dux Sunpro gas boosted solar hot water heater since moving into a newly built home 2 years ago. We have found it to be unreliable and frustrating, one day it works and the next it doesn't. It was repaired under warranty. But in the past 9 months it has continually stopped working. The Dux recommended Technician has had trouble trying to work out what the problem is, as hard as he has tried! Are Dux providing enough technical training and support for their local service technicians? Our contact with Dux customer serv...ice has been less than satisfactory. We are waiting for our local technician to call us back, while he is trying to work with Dux to resolve the problem. We have had unreliable hot water for at least 9 months and now no hot water at all for the past 4 days and no idea when we will have!! If we have to buy another hot water service, we will be doing a lot of research and it definitely won't be a Dux.
Unit has functioned perfectly for 5 years. First service cost $150, nothing major was required other than slight thermostat adjustment the unit is in perfect condition. The unit is housed indoors and has never gone wrong since it was installed. Call out for service was arranged from the internet, received a callback the next day and the day after that the unit was serviced.
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.
Questions & Answers
I have a solar gas sunpro system how do I turn the temperature up in it. Thanks you
Gday Peter have you got a manual for the system?, if not try downloading one from the internet.
This may tell you. However, all hot water systems are now fitted with tempering valves which mix the hot water from the system with cold to give water at a controlled safe temperature i.e. not scalding hot. This may be playing up, get it checked by a local plumber perhaps. Otherwise the system may not be working. If you read previous posts I described how to find out what controller your system uses and how to download a manual for this. Hopefully the controller has a diagnostic system built in which will show you what is happening, but you need the manual for the controller to do this.
Otherwise you can check that the gas booster is working by turning on a hot tap and seeing if the booster fires up. This is clear because hot exhaust gas will come out the exhaust on the front pf the booster.
Check that you are getting some solar gain from the roof panels by carefully touching the copper pipe from the tank to the pump, this comes down from the roof and into the side of the control box on the front of the main tank. If its sunny this should be warm to hot and you can feel the pump vibrating slightly.
If it's been sunny for a while the main tank should be at a significantly higher temperature than the ambient air, check this by carefully touching the hot water supply pipe to the booster at the top of the tank, it should be quite warm to hot.
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
I have a dulux sunpro and am noticing spikes of power usage at times such as 3am of 3.5-4.5kw. We just had a Cloudy day and didn’t have any hot water from lunch time. Even on a sunny day we tend to run out of hot water after bathing the child and doing the dishes at night. We felt both copper pipes that go up to the panels and both were cold or close to cold (in the middle of a day with panels in full sun light)Is this expected? I also don’t think I have ever heard the pump run... should I?
Is there something I can test? I am a sparky but not much experience with solar Hot water.
If you have a full tank of hot water then on a sunny day the system pump won’t run because the temperature in the tank is too high
See my previous posts about how to download a manual for the control module
This will have a fault finding chart
You can roughly check tank temperature by carefully touching the inlet or outlet pipes to the tank After a few hours of sun it should be quite warm even verging on too hot to touch
I shall look for the manual thanks. Even on a hot day the pipes coming from the roof are basically cold. I will follow the manual. Cheers
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