Moen

DO NOT BUY THIS PRODUCT - Moen Flow Smart Water Valve (sold by Water Secure Co in Australia) – DO NOT BUY THIS PRODUCT I purchased the Moen Flo Smart Water along with a set of leak detectors in June 2022 from Water Secure Co. (https://news.watersecureco.com.au/) Installation cost more than the device, however for the security I considered it worthwhile. Now it is integrated into my home plumbing. Unfortunately, this has not been a good… Read more

experience and now that the warranty period has expired, neither Moen or Water Secure Company are prepared to assist - they want me to buy another valve at significant cost, and based on my experience that would likely fail again. So the outcome is that I have a useless set of devices that are plumbed in and serve no purpose.

During the warranty period the product (valve) failed twice – the second time (August 2023) , the replacement also failed and also had to be replaced again. 6 months later the replaced product failed again. Our water system, electrical system and network all perform within specification, so I am at a loss to understand why these valves failed – the first and second valves failed due to then somehow becoming unable to continue to connect to our network, however the current valve now also has an apparent electrical problem.

Moen now advise that the warranty period only applied to the original valve and the replacements were not supplied with fresh warranties. This is not right - if they are warranting the devices will last for the warranty period, each device should carry that warranty.

The outcome is that I now have a redundant valve in my water system and am out of pocket for the cost of original purchase, plus the cost of installation, plus the time spent following up on 3x product failures and subsequent reinstallation.

Water Secure Co directed me to deal with Moen and are now not responding to my emails. Under Australian Consumer Law when a business sells a product that doesn’t meet “consumer guarantees” it must offer the consumer a solution. Businesses must not tell consumers to take the problem to the manufacturer or importer. Within the warranty period Moen were helpful in replacing failed products, however I have not had uninterrupted and problem free use of the product throughout the warranty period and this constitutes a major failure to comply with the consumer guarantee for the product.