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.
- 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.
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.
System works well when it has no faults! Minor problems I've had to date: Plastic non return valve built into system melted - not rated to handle the high temperatures (replaced with a 250deg external one). Bleed valve on collectors failed - replaced - expensive for what it is - bad design - needs to be more than what looks like a bicycle valve!. Hot sensor failed (three times open/intermittent) so pump runs at night cooling the hot water - defeats the purpose of solar hot water. Technical documentation regarding sensors (are they PTC or NTC & resistance change per degree of temperature) non existent and not forth coming from Rinnai (very frustrating) just buy an expensive new one from Rinnai! +$40, for a 50cent part!
Questions & Answers
how to turn of water to taps need to change tap washer regards Peter
Hi Peter L,
Thank you for your question. Please contact our Technical team on 1300 555 545 and they can assist you further.
We have a brand new unit and we run out of hot water after 1 shower - how do we turn the thermostat up??
Hi Dirk, firstly, contact your plumber because he will know how to sort this out.
We have a tempering valve on the side of the hot water tank that allows you to adjust the temperature going into the house but that’s not going to sort out your problem.
Do you have solar panels or evacuated tubes connected to you hot water system?
Hi Dirk A,
Thank you for your question.
Please contact our Technical team on 1300 555 545 Option 3 to discuss this further.
I have a Rinnai Sunmaster 175 solar hot water system installed at my property. The pump began making noises and when I contacted Rinnai a sub contractor come out, checked it and advised that that pump needs to be replaced and is not under warranty. The pump is only under warranty for 1 year! I was also charge for the subbie to come out even though the issue wasn't fixed. The entire unit is only 2.5 years old from new! I contacted Rinnai to enquire about the statutory warranty for all products and the customer service person was not sure what I was talking about. I have checked the Consumer affairs website and in general terms it should be covered under the statutory warranty but I cannot find an exact timeframe. Can anyone here assist? It takes Rinnai days to get back to me and I do not feel I should be paying this bill!
Hi Alex J,
We have sent you a private message to discuss further.
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