Reviewer Photos & Videos
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 $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 $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 $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 $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.
Panel exploded first time with frost. Could not get through to Rinnai for 4 days as their phones ring out. Then Rinnai tell me it is my fault for calling an independent plumber and paid the plumber. I am very ill and could not wait nearly a week just to get through to Rinnai and ask them to send a plumber to bypass the solar panel. 3 months later am s waiting for a panel Rinnai. Have asked Rinnai to upgrade me to evac tubes but again they are not talking to me. Perhaps I am too polite to them. Do not buy Rinnai
Leaking solar Panels
Our Rinnai Hot water units with solar panels have major water leaks from the solar panels after being installed a few months ago in our new house. There is no hot water until the problem can be fixed. The problem started with just condensation inside the panel. The Rinnai technician investigated this about 3 weeks ago and said we should wait until the summer to see if the condensation goes away. Today the panels started gushing water onto the roof on 2 of the new houses just build and occupied only 3 weeks ago. When I read the reviews today, i...t seems this problem is a know issue for many years and is known by Rinnai. It is very disappointing that a company like Rinnai has not implemented a robust fix for a problem they have been aware of for many years. For this reason I have given a very low rating as it is not acceptable to have such a major failure in a new house for a problem that has been known for many years. .
Not Long Out of Warranty and Solar Panels Fail
Bought a new house in 2009 and the Rinnai Sunmaster was the system the builder had installed. Admittedly, I've have had trouble free hot water for many years, but isn't that what hot water systems are supposed to do. Anyway, about a month ago my suburb had a really severe frost and one of my solar panels failed. I came home to find water gushing out of the top of the panel and over the roof. Of course it happened on a Sunday! Couldn't get response on the Rinnai 'Hotline' so I had resort to calling a local plumber. He was sympathetic but couldn'...t come until the next day as he was booked out for the whole day. Seems there were many, many others in the same boat as me with frost affected panels. Local plumber managed to get to me on the Monday and didn't even want to look at the panels. He seemed to think it wasn't worth even getting up a ladder so he just 'capped off' the system. I am now just relying on the gas booster. 20 mins work $165. After a lot of thought I rang Rinnai. I really just wanted a second opinion from an expert. I mean, what is the point of having panels on the roof if they're not being used? I was told that I would have to wait nearly 2 weeks for someone to come out and it would cost $195. Well, o.k I guess. The system was looked at and it was found that a metal stopper/end cap had been forcible ejected from the top of a panel when the water expanded as it froze. Simple, I thought. But wait, you can't just put the stopper/cap back on, you have to buy a kit for that. Mmmm, how much for the kit and then fitting? $230. Plumber then explained that it might not be that simple. It has been his experience that I could go to the trouble and expense of getting the panel repaired and then the panel fail by cracking from next severe frost. Hang on, I thought the panels had some some kind of frost protection? He said that panels with frost protection only get installed in designated severe frost areas. These areas, I was told, are designated by the local Councils. Apparently I'm not in one of the designated areas, therefore no frost protection. In his opinion I would be better off not to bother trying to salvage the panels and just solely rely on the gas booster. Sometime in the future, when I can afford it, I will be paying someone to remove the panels and patch up the roof. Very annoying. To sum up, I'm upset that such an expensive system can fail just due to frost. I definitely wouldn't have another Sunmaster. Update: Aug 2018 It is now many, many months since I had faulty Rinnai Sunmaster tank and solar panels disconnected. I have had a plumber remove the bypassed water tank and the solar panels from the roof. I am just using the instantaneous gas hot water booster that has now been mounted on the wall. I have been reading my gas bills carefully over the past year and have honestly not noticed an increase in my gas consumption since not having the solar panels preheat the water. Seems that the solar system was not saving me any money at all. All I can assume is that the system wasn't working properly for a long time before the major fail? I guess the moral of the story is to check (not sure how?) that the system is working correctly and not assume that all is well.
Good system if installed properly
Hot water system works flawlessly once installation issue rectified. Temperature sensor wasn't installed properly and the pump ran all night. Once this was fixed it works great. Use very little gas boosting in summer. Always have hot water available.
After 9 years a record frost resulted in one of the panels leaking. I would have thought it's frost protected, so a plumber will have to come and check it. Hence only 4 stars. But overall, happy with the system.
Questions & Answers
I have a Rinnai Sunmaster Flat Plate system installed in 1999.
What is the life expectancy of this system
Thanks for the question, in 1999 when your unit was installed Rinnai offered a 5 year warranty on the Sunmaster tank. However, Rinnai Australia are committed to continuous improvement and through innovation have enhanced the efficiency of the Sunmaster Flat Plate System which has sanctioned an extension of the warranty from 5 to 10 years on the Sunmaster tank.
If you are having trouble with your unit we would recommend booking a service call. Please refer to our website with the following link https://www.rinnai.com.au/support-resources/online-service-booking.
That does not really answer my question!
The unit is currently working fine,what I am asking is how long would you expect the unit to last! Ie life expectancy.
We cannot provide an exact age for life expectancy, due to a number of factors. Actual life can be impacted by water quality, usage and improper maintenance.
It is recommended that our customers regularly service their products to ensure optimal operation.
If you would like to organise a general service, please refer to our website with the following link:
Please let us know if there is anything else we can help you with.
Good Morning, we had this unit installed in our new build by our plumber in July last year (2018). Our gas bill is astronimcal all year round, $700 after discount during winter and around $400 during summer when the Hydronic isnt running. Is this normal as the only other gas device we use during summer would be the cooktop two or three nights a week? We have noticed the instantaneous running a lot,even during summer.
Hi Michael V,
Thank you for your question.
We would recommend contacting our technical help desk on 1300 555 545 Option 3 for detailed information in reference to the function of the hydronic system.
Alternatively, you can email the technical help desk on firstname.lastname@example.org
Why dose my pump whine all day and night has done from new 2017 Evacuated 25 tube
Thanks for the question Joe A, we would recommend contacting our Technical Department to discuss this matter further. They can be reached on 1300 555 545 (option 3).
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