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Disgraceful customer service do not buy rinnai
Never experienced such poor & unprofessional customer service from RINNAI.
Had an independent plumber review unit & advised fault code displayed. He submitted warranty claim. Rinnai sent tech to fix problem & advised it was a unit problem & demanded call out fee.
Rinnai authorized their technician to attend the job & they are responsible for costs associated with warranty claims.
I have been receiving verbal abuse & threats from rinnai's technicians. Im am disgusted this how rinnai treat their customers after paying $2200 for their product.
- Infinity 26
- Verified purchase
Luke warm water - no after sales help
We had a Rinnai 26 installed as a replacement for a Rinnai 20 (which died after 12 years). Organised with Rinnai who appointed a company called Jordan’s.
The water temperature from the 26 is 36.5C measured from a tap only a metre or so behind the unit. The response from Rinnai after hours number (22/12/2017 - everyone already on holidays! Not our fault nor should it be our problem) is that we pay $300 call out fee to have it looked at and then to maybe have to have the gas flow into the unit increased.
DISGRACEFUL!! This should have been done...
Terrible unit and service
Have had unit for 6 months and it cuts in and out with producing hot water. Is faulty and when ring people that put it in (Gas appliances sevice) if not warranted fault then is very costly. DO NOT BUY RINNAI units as they are far too expensive ($3,000) for what you get and they are totally unreliable. Go with what you know not infinity unit - warranty useless as up to electrician to say if warranted problem or not. Call out fees totally over the top and a rip off.
What a joke
We had issues for months with the hot water cutting out and had a technician come out and they couldn't fault the product. (They charged me a $195 call out fee) They suggested replacing the tapware due to water flow restrictions, so we did, nothing changed. The technician came out again and still could not the problem. After he left, the hot water system magically started working perfectly. They are now refusing to refund me the call out fee (its still under warranty) saying it is not the unit. They are blaming the install but can't tell me why...the hot water system started working that day. Warrently is a joke. Rinnai is a joke. AVOID buying rinnai products at all costs, especially the B26 model that is so sensitive I'm not been told I need to re-plumb my house. Furious!!!!!
Had since 2003 and going strong but....!
Had this heater since 2003 and has been flawless but just noticed recently(two months) that I have to set temperature 3 degrees higher to get same temperature as usual (set to 45 to get 42 temp now)...not sure if this is due to age of heater or if there is anything I can do?? Ingrid
Infinite hot water on demand, saves energy, lowers cost
I am blown away by how darn efficient these Rinnai Touch natural gas units are.. our old electric storage units had all but died, delivering little, whilst chewing though endless kWh of expensive electricity.. i wondered if instant gas could deliver, but am absolutely thrilled at the outcome.. I turn the hot tap on and enjoyed long showers of steady and hot flow, my wife filled the spa bath with steaming hot water for the first time in years, amazing performance from such a compact water heater.. and we now only pay for the gas used whilst the...hot tap is turned on. No more wated electricity reheating a tank full of 400 litres water storage unit, only to find temperature dropping half way through the first shower. I highly recommend these Rinnai Touch 26 units, easy to install, easy to use wireless remote control from anywhere around the house, allowing us to bump up the temperature for the kitchen, or lower it as desired for showers etc.. perfect.. Well Done Rinnai, thank you for a great, efficient, compact product, that works every bit if not better and easier than your promo claims.
Can only use one hot water tap at a time!
I purchased this unit around a year ago, having been told it would be suitable for a family of four with 2 bathrooms. However it can only run one hot tap at any one time. If two hot water taps are turned on at the same time, one instantly cuts out, usually the shower furthest from the unit. This happens frequently, and the water takes some time to run hot again. This is not fun. We now have to co-ordinate our showers as it is not possible to run two showers at once. We cannot even run a kitchen tap and a shower at the same time. This is enormously frustrating and annoying. Definitely not suitable for a family home.
- Infinity 26
- Verified purchase
Service is Professional
I have owned a Rinnai Infinity 26 for a few years now and have been extremely happy with it. I think the good water pressure and correct gas pipe diameter makes a difference as we can literally have two showers running concurrently with no issues.
Recently a power surge took our part of my unit where the surge protector fried.
I called a general plumbing company ... a size-able one (will just call them JP) who claimed they knew their stuff but the service turned out to be a dispute as they attempted to charged $190 simply by agreeing the...re is a problem ..but they had no parts so a second visit would incur another call-out fee ... then the clock starts again ... not to mention the parts will still need to be paid for assuming they got all the right parts during their second visit ... else another vicious cycle.. I effectively argued the case because the plumber spent less than 5 minutes on site and could do nothing. I called Rinna 1st Carei. Whilst their call out rate was $195 it included 45 minutes labor - the other company charged $75 callout plus $43 every 15 minutes so you can do the math in terms of risk with the latter. The technician that turned up knew his stuff and most importantly he had the parts in his van and was able to resolve my problem on the spot very quickly. Because the call-out included 45 minutes labor he did not just disappear but did some basic checks and serviced the unit (e.g. cleaning the filter) for me as well - that was impressive as he could have just left after solving my problem. The part was ~$100 which I thought was reasonable. The old adage, you get what you pay for, rings true for my experience. You can take your chances saving a % but you will incur the risk dealing with people who have no idea. Given it is not something we need often, I have learnt to go with the pro even if they charge a little more - at least it will be done properly. Better to save money on recurring items like groceries and leave the technical stuff to experts. Good job on your service Rinnai.
This water heater has been very good with no trouble at all the gas usage has been significantly less than the last continuous flow heater that this replaced we also splurged and had the controllers installed one general and one bathroom it is a real luxury to have a shower and not have to mix the hot water, we have a small house and while showering if another hot or cold tap is turned on there is no difference in the shower temperature just a bit less flow
So i have had a reinnai 2600 infinity upgrade unit installed for about a year now with no problems at all my unit before that was also a rinnai 2600 which lasted me 9 years. My tennant is now complaining that there is not enough hot water coming through all the taps and showers in the house. So i called my plumber who came round he then started to fault find the issue he measured my gas flo which from the gas metre which was a pass. He said an error on the touch pad was coming up with error code 12 which is flame sensing device in the unit. Ca...use my unit is under warranty he said to call rennai which i did. They then sent out one of there plumbers and he said it's not enough gas flo. I then got my gas metre upgraded to hi flo. I was still having the same issue. Rennai then sent me a bill for $380 which i refused to pay. They would not change flame device untill i paid them their bill. I called my plumber and he came and changed the part which cost $19. Issue all fixed and working fine. So i upgraded the metre for nothing all for a $19 part. Well done rennai. Now you are going to get a bill for my plumber my tennant wants rent reimbursement and you can pay for my upgrade of the metre. So it's been good for a couple of months now but guess what the problem is back and rennai don't want to do anything about it well think again i am one upset customer and will never use your crap again.
Not user friendly. Intermittent hot water.
Had the 16 installed (no remote, no visible controls aside from the intake valves) approx a year ago, has been fine until now. All of a sudden I am not getting any hot water at all. It is just a couple of feet away from my kitchen and despite running the hot water tap for a minute or more, I get no hot water.
I was told by the plumber at the time of installation, that if I did have any trouble with the unit, to simply switch off the power supply then turn it back on again.
I tried this and it did not help. It has been 4 days now of no hot wa...
a real problem
Our B26 has become very unreliable. We have two separate identical systems in our house, both connected to the same water and gas supply, installed about two and a half years ago. One works perfectly. One started playing up about two months ago and progressed from an intermittent problem to a consistent one over about a one month period. Symptoms are that it will not fire up first thing in the morning and late at night and occasionally in the middle of the day. On turning on the hot tap it will fire up for a couple of seconds, then off then o...n for a few seconds, then stay off. I then turn off the tap and then on again. It repeats the same behaviour maybe three times before eventually staying on. Our local gas technician had a look and changed the gas regulator to a top shelf model even though he believed that the other one was ok. It made no difference. He suggested that it was a problem with the Rinnai 26. We then contacted Rinnai and they sent their technician. First trip he couldn't work it out so contacted Rinnai for help.They sent him a gauge to measure the gas pressure (a lovely young man but why a Rinnai tech doesn't have a suitable gauge of his own is a quandry) The tech arrived back and the gauge showed that there was fluctuating pressure at the connection point just before the actual Rinnai heater. He rang a more experienced tech with the gauge readings, whose opinion was that the reading fluctuation was the cause of the problem and not the heater itself. I then got the local gas tech back who blew out the lines (nothing of note came out) and tested the pressure ( he owns his own gauge) at the same connection point as used by the Rinnai tech . His gauge indicated a very slight drop in pressure on activation and then normal pressure, which in his opinion is acceptable. The problem didn't go away- the malfunction is still the same. In summary, this heater had worked perfectly from new for about two years - the line is fine, the gas reg is perfect, there is nothing in the line and the other heater connected to the same supply works perfectly. It all points to a problem with the Rinnai 26
Good in Theory, Not in Reality
To start with, my Rennai Infinity 26 REU-V2626WG(50)-AK continuous hot water system was specified by my builder and installed when my house was built. It has been operating without fail for 8 years, so it has been reliable. So why do I have a problem with it?
I live on the Gold Coast, every summer the mains water temperature gets to around 25 degree Celcius. When having a shower in summer the hot water turns on and off as the Rennai Infinity 26 switchs on and off due to the low hot water demand flow rate. Consequently in summer I have cold sho...
Bought a brand new house and moved in 4 weeks ago and the builder installed the 16 unit per the developer. The hot water seems to come through quicker in the shower but the basic vanity tap seems to take ages and wastes a lot of water. This is also the case in my kitchen - not happy as want instant hot water and no wastage of water.
Ok when weather is warm, doesn't work in the cold
Had two B16s installed during renovations, one for the bathroom and one for the ensuite.
We get plenty of reliable hot water for a family of five people -but only for 8 months of the year.
As soon the temperature starts to go below 12-15°c the continuous flow hws starts to struggle and alternates between just warm and freezing cold.
I dont live in Antarctica either... I think its fair to think my two hws should work in metro Adelaide during the cooler months?
Occasionally with just the correct amount of twizzling on the mixer tap you can...
It was great till lightning hit my house now its dead as and no one is willing to help me ,,,,just shell out for a new one no way that's going too happen,,,,,and now I have to write an essay too submit this what a joke now is this long enough for you
Written Material about the product
I have searched the internet for 2 hours and I can find no reference as to whether or not the Infinity range 16, 20 B26, 26 requires an electrical power point at or near to the position of intended installation of the product. We need to find this information before we purchase the item.
Very Good Product
Very good model. Good looking and easy to use. Though quality of the main body looks bit think but it is ok once install it. Also installation process is very easy. It consumes less power I guess. makes it very cost effective. I have noticed reasonable benefits of using the product.
B26. Excellent, and that's all there is to it.
I Purchased a Rinnai B26 instantaneous water heating unit to replace the ridiculously hopeless Dux gas booster that was part of our Dux gas boosted solar system and the system has never worked better. We had the Dux system installed new 7 years ago when the house was built and it's been thoroughly hopeless. The instant the Rinnai unit was fitted just after Christmas the system performance increased dramatically and we have a truly endless supply of piping hot water. Simply superb, but then I've come to expect that from Rinnai. Our last house had a Rinnai Infinity that was ten years old when we sold the house, and I'd happily bet anything you like that it's still going just fine.
We installed an infinity 16 in our motorhome so it gets shaken and bashed as well as dust, salt air and very extreme heat and cold.
It's still working like the day we installed it over 13 years ago. The deluxe controllers give is the power to save water as well when living on a water tank.
Not to mention we have many children on board so it's made our travel life so much more comfortable. We wouldn't recommend anything else and if it ever fails we'll be buying another Rinnai.
Questions & Answers
how much does a service cost?
Hi Marty, thanks for the question, a service costs $225.00 which includes up to 45 minutes of time and $40 for each 15 minutes after, if necessary.
We have an online booking service which you can find here:
Hello, my son spends over 30 minutes in the shower, if I turn off the electricity supply to the gas water, will this stop water heating - cold shower to get don out or do I need to turn off gas. Will this damage the water tank?, Thanks Michelle
Hi there. I have an infinity 26 external hot water system (abt 15 years old), been a great system until recently on start up there is quite loud start-up sound such as a double 'knock' and loud clicking sound.. which I assume is the igniter for the system....but the start-up knocking sound can be heard through the rooms adjacent to the heater. Is this normal cause i have never really noticed it before??
Thanks for the question.
We would recommend booking a service call to determine the cause of the issue. Please contact 1st Care service on 1300 555 545 for further assistance.
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