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Terrible noise when using hot water
We’ve had the solar unit in for 8 months and the sacrificial anode has been replaced 3 times in the tank to try and combat the build up of pressure in the tank. To date this has not fixed the issue. We were told that we weren’t using enough hot water, so what happens when you go away for the weekend? The copper water pipes have changed colour due to the excessive heat and plastic around the solar return pipe has melted.
It seems that not enough research and development has gone into this product and we a paying the price for it.
Purchased at Tradelink .
Unreliable product with a guarantee to fail multiple times
Having reliable Rinnai products in the past I thought I would fork out the money for the best efficient hot water system Rinnai offered. I purchased the Sunmaster with the evacuated tubes and instant gas booster. Boy was this a mistake..
The Bad - The system had issues from the day it was installed. Day 1- The first issue was the temperature sensor on the evacuated tube manifold was faulty. The sensor was indicating a high temperature all the time causing the circulating pump to run 24 hours a day. Day 35 - circulating pump started making...a whining noise so Rinnai replaced the pump. Day 89 - noticed the gas booster was running all the time. This would normally happen if there has been no sun for a few days however we have had sunny days for the past week. Discovered the pump to not be turning on during the day. The controller board was not turning on the circulating pump when the temperature sensor on the manifold reached a set temperature. Rinnai replaced controller board. 8 Months after install - another faulty temperature sensor on the evacuated tube causing the pump to run 24 hours a day. Approx 1 year 3 months after install - Gas booster running all the time again and no hot water in the tank. Another faulty controller. This time Rinnai replaced it with a completely different controller. 1 year 9 months - over pressure / temperature valve constantly flowing out scaling hot water..... The circulating pump was not turning off the the tank reached 70 degrees. Rinnai found the sensor in the tank to be faulty which they replaced. It's now been 2 years and 6 months and I'm dreading the day when it fails again. I have connected the instant gas booster to a remote switch so I can remotely turn on the booster if there is no hot water in the tank. This is the only way anyone can tell if the solar system is operational or not. Most people will have no idea their solar system is not operating as the gas or electric booster will completely mask these issues. Rinnai has a lot of quality issues with this system. The use of poor quality, not fit for purpose parts has ultimately lead to the multiple failures I have encountered. To date every component of the solar system has been replaced apart from the evacuated tubes. A thermal camera will quickly identify any issues there. The good- To be fair Rinnai has replaced all these items under warranty. My concern is once the warranty runs out will Rinnai come to the party? If you are reading this chances are you either have issues with your system and are looking for a solution or, you are in the market for a new efficient port quality solar hot water system or, you are Rinnai. I hope this review can assist you with repairing your system or, providing information to assist you into making a informed decision or, providing you with valuable product feedback. The issues I have encountered could be an isolated case however, reading other reviews I doubt this is the case. The review provided is factual and based on actual issues encountered and solutions to those issues.
We built a house and moved in November 2016 with this unit being installed brand new shortly after. Since then the Rinnai Sunmaster (Model: REU-VR1620WS-AK) has been in gradual decline. We first noticed the water starting to take longer and longer to heat up, then the water temperature started to decrease. Next we had an issue with an overflow valve which resulted in the constant flow of water. This was eventually fixed as it is a known fault but it took a couple of calls for them to acknowledge this and more wasted water which resulted in a ri...diculously high water bill. We then had to call Rinnai out again to get out another repair man to look at the issue with the water not heating up and the decline in temperature. By this stage the water was lukewarm and we had resorted to using a kettle for hot water. Turns out it was a problem with two filters that were dirty and needed to be replaced. The repairman said the unit is like a car and needs to be serviced regularly. So $225.00 later and now being advised that we need to have it serviced regularly with 2 people in the house and less than 4 years old...what a joke. We have had other HWS for years (one was over 10 years old) and never had to have it serviced. Stay clear of this model and Rinnai in general if this is their standard.
Purchased in November 2016.
Rinnai Sunmaster tank installed as part of Hills evacuated tube solar hotwater system. Tank failed due to corrosion at cold water inlet and was replaced under warranty. Replacement tank has failed within warranty period due to corrosion at hot water inlet in the same manner as before. No advice on first warranty that our water quality was an issue. They are fitted i believe with sacrificial anodes. Warranty only covers one purchase not the quality of the product. Suspect poor quality metals being used at connection points.
Not worth wasting your money on, by something that's quality and compare warranty to purchase price.
Purchased in October 2012.
Still not working five years later
Five years on the unit still does not work and Rinnai seem to have their heads in the sand. The problem appears to be in the sensors, and the PCB. Don’t waste your money!!
Purchased in September 2015 for A$4,918.00.
Built new house in 2013 and installed rinnai evacuated tube solar hot water system, the system is 6.5 years old and the hot water cylinder has let go, it is leaking and has massive calcium build up inside, my plumber says don't worry warranty will cover, rinnai informs us it's not under warranty as older than 5 years, they basically said bad luck buy a new one, they have longer warrantys now, i got no where with them, they tried to blame our tank water which is not right, we previously lived 2 k's away in same street and had rheem cylinder in...stalled when we built, that lasted 14 years. Never rennai again, no support or help.photos of our 6.5 year old cylinder. People please use rheem or someone else, rennai is rubbish, they contacted 're my review today 2/3/20 and have said they can't help as 6.5 years is outside warranty and blamed our tank water which is a weak excuse, they don't help steer clear from rennai.
Purchased in August 2013.
2 Units failed within 4.5 years each. Rinnai not interested. Do not recommend.
Failed after 4.5yrs. Rusted at outlet. Replaced under warranty at cost of >$400. Second unit rusted at inlet &failed 4.5yrs later. Rinnai contacted on 3 occasions but totally unhelpful - not interested. Not a water supply issue. Awful & expensive experience.
Purchased in March 2010.
Hot Sensor Lead
The Hot Sensor Lead (20m) 31002715 has deteriorated after 5 years from the heat of the collector panels.
The 20m lead that is supplied by Rinnai is not heat rated. This is Speaker cable and not suitable for Hot Temp Probes. Silicone coated wire should be for the first meter then speaker cable (fig 8) will be fine.
There is no information in installation manual regarding the specs that the hot temp probe requires. I would like this so i can purchase a non generic brand.
Purchased in November 2014.
don't even consider buying this waste of money
initial unit,off peak electric boosted floor mounted 315 L tank with 25 evacuated tube solar collector installed before Christmas 2016,
Household of 4 adults,Port Pirie SA ,where the sun signs almost everyday,most days with careful shower timing can get 4 showers but add a visitor to stay or for lunch and usually run out of hot water and need to turn daylight electric boost on
never performed very well and had continuing list of problems,pumps,sensors,etc and eventually tank and some tubes replaced March 2019,
since then have complained about ...
Purchased in November 2016 at McComb Plumbing for A$6,900.00.
Worst service ever
My hot water woke up the neighborhood by making a high pitched whine / scream at 4 am. I used the pressure relief valve. The noise stopped. I let go and it returned. So i turned off the whole unit.
I ring rinnai. The first person will not accept my word that i have been in my house a bit over 12 months and the serial number first 4 digits of the serial number mean the unit was now over 2 years old. I needed the certificate of occupancy to show when i got the new house.
I rang back with certificate in hand. After 18 minutes on hold the woman sai...
Purchased in April 2018.
- Sunmaster Range
- Verified purchase
Nothing but trouble
I purchased this system in September 2017. Since then I have had one tube failure and multiple problems with the pump and control system. The pump is supposed to circulate water from the storage tank through the roof evacuated tube collector when the water in the collector is warmer than the storage tank. Unfortunately the pump often runs all night cooling the hot water in the storage tank.
The controller has been replaced a number of times but the problem keeps recurring. Rinnai have been of no significant help other than in the early days of ...
Rinnai Equinox Hot Water SS330H2EXT
This is merely six years old and the tank is bulging and the external plastic has completely broken away. After 2 and a half weeks I cannot even get someone to look at it. Four calls to Rinnai "service" did not get thru. This company is extremely low on customer focus so we would not recommend anything with a Rinnai brand at all based on what happens when you call for help.
Purchased in August 2013 for A$6,000.00.
- Sunmaster Evacuated Tube System
- Verified purchase
Unreliable not fit for purpose
My unit has now failed for the 9th time in 3 1/2 years. The problem seems to be in the design or manufacture of the pump control system. As a result at night the pumps moves the hot water from the tank and cools it down on the roof. Rinnai are totally unhelpful. The ad hoc solution has been to put a timer in the power supply to the pump so it cannot run at night. To make matters worse the problem is intermittent.
Purchased in September 2015 for A$4,918.00.
Don't Buy... Will not buy again. Pump Failure, Frost Valves Constantly leaking
18 Month old system was installed on new home and is on 3rd warranty call out. Frost valves leak & have been replaced twice, last set have not lasted 8 months. Pump failed tripping the circuit breaker shutting down all hot water supply in a drizzly cold Victorian evening in July and required our 6 month old daughter to be driven to friends house for several days for bathing until Rinnai sent out a technician to replace.
Requested support from Rinnai on full replacement system however pushed back onto technician suggesting they will provide a solution. Next step ACCC to request full replacement.
Purchased in April 2017.
Reported pump 3 times in last year - it still whines all night!!
I’ve reported that the pump on our Sunmaster 26 has been running all night 3 times since we moved into our new house 18 months ago. Rinnai tell me there’s nothing wrong when there clearly is. The pump whines all night. And you can hear it from our bedroom upstairs. It’s infuriating! Our guest room is downstairs on the adjoining wall and guests complain about the noise too. I do not recommend this system at all!!!!!!
I also fail to understand why the pump runs in the middle of the night. The electricity bill probably negates the benefit of having the panel in the first place.
Rinnai please take this seriously for once and do something about it!!
Warranty periods and labour costs
We purchased a brand new complete Rinnai solar hot water system in Jan 2012. Three weeks ago one of the solar collectors was leaking badly, so I contacted the original company that installed the system. They came out and disconnected/bypassed the collector. The tradesman also noted the main tank was corroded and would need to be replaced as well. As this was only 6 years ago since we purchased it and main tank covered for 10 years and collectors 7 years "BUT" the labour costs of removing and replacing these items was not covered. I explaine...d to the installing company that I was not happy about paying for something that was covered by warranty, and I also phoned and emailed Rinnai with the same opinion. I also contacted the Department of Consumer Affairs and everyone in the same position should read (all online) the information about Australian Consumer Law and particularly the "Consumer Guarantee". After explaining to Rinnai through emails that I had not received the full value of the product I had originally purchased, I should not have to pay for the labour costs to replace the warranted parts of the system. These labour costs alone were around $1400. After some deliberation by Rinnai, they agreed to cover all the labour costs and replace the items under warranty. So persistence and understanding of your rights as a consumer are very important, and not backing away is the key. In my particular case outlined, I have to thank Rinnai for their understanding of my opinion on the "Consumer Guarantee" and we have had a good outcome. I have found my interaction with them to be fairly good and the outcomes all that we wanted. Thanks again Rinnai, good customer relations go a long way to repeat business.
Worst product and very unfriendly customer service
It seems the company RINNAI has the policy of pushing their products hook and crook through the builders rather than delivering quality product that withstand changing weather conditions. More worse is their attitude on customer service. My solar hot water flat panel has burst this morning and despite several calls to 1300555545 the person is not registering the fault and does not provide reference number, simply saying that some would call me back. I am stuck now without hot water. It was a similar problem last year, ten days after booking...fault their personnel attended and said they have replaced one of the burst valves. If it is a quality product how does it become faulty in less than a year. If the company is doing thousands of installations in Melbourne suburbs as heard from their personnel why can't the company expand the service level at least during these worst weather events. Do not recommend RINNAI products to anyone.
- Sunmaster Flat Plate System
- Verified purchase
Not designed for the intended purpose - Split Solar Hot Water Pannel
Well our second Solar Hot water panel has now started leaking just out of the 7 years warrant by 5 months, the first one started leaking in 2015 and was replaced under warranty. Now just after 3 years the replacement panel is now leaking water from the inside again onto the roof.
The system is a Sunmaster by Rinnai with two solar hot water panels on the roof with the Rinnai continuous flow gas boost, the system is not designed for the intended purpose.
A very poor product that should last more than 3 years without fail, I have been quoted $930 for a replacement panel without any labour. This should be still covered under warranty.
Bad Product and Worst Service Support
I have a Rinnai Solar Hot Water Panel unit installed for less than 2 years by my builder on my newly built home. Recently I found out that the Flat Plat on the roof has a small leak that causes my water bill to soar. Since the unit is supposedly still under warranty, I called up the service center to book a service and had one of the worst customer service call response I've ever had:
1. Waiting period of around 45 minutes
2. The customer service personnel can't really advise on whether the unit is still under warranty or not even when I offe...
- Sunmaster Evacuated Tube System
- Verified purchase
Working well in bad frost area. Be mindful of flat solar panels from any supplier in frost prone are
Our Sunmaster was working very well for years, with the gas booster costs very low, but like other reviewers this year's frosts have caused issues, even if you had a frost protection kit. Like others, our panel developed a leak after a bad frost which rendered it useless. After checking with plumbers, I contacted Rinnai, provided copies of all my paperwork and after a couple of conversations was able to repair the system, under warranty, with the evacuated tubes. Rinnai organised for the work to be done and kept me informed about the process. T...he team was friendly and professional. The installation/repair went very well and I'm very happy with the evacuated tubes. We have experienced some bad frosts since and no issue and I would say the system is working better than ever. Given the changing climate and the fact global warming doesn't mean less intense cold weather (the opposite in fact) as a consumer who's done some research into the panels (recently) I would recommended the evacuated tubes, that I'm told are rated to -15 degrees and again we've had no issues with the rest of the system.
Questions & Answers
Should you have a gas smell from these units
Hi Robert, you can experience combustion fumes from the gas booster on ignition but we would recommend speaking to our technical support team on 1300 555 545 option 3 or have a gas plumber attend if you are concerned.
Hi . At night time water leaking side of pannel where is hot sensor assembled. And whistle noise also come from water tank. If i close the main hose incoming cold water then water stopped to leak. It happen always at night. Its only 2.5 years old with 2 pannel on roof. Should be covered in warranty or some one have same issue before. Thanks
Hi Tej, we would recommend booking a service call to inspect the unit, whistling noise can indicate issues with the frost valves installed in the system. The valve are designed to expel water to protect the solar collectors during colder temperatures.
You can book a service here:
solar collector is leaking from what appears a small rubber grommet above inlet/ outlet pipe, contacted rinnair, thats was an ordeal 45 min on hold, can't tell me when someone can come, I asked how to turn water off, was told I would have to seek outside source for that information, what a joke there service department is, not even 24/emergency service looks like a ACCC will be getting involved
We have sent a private message to discuss the matter further.
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