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
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!
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Loss of Hot Water Pressure returned
Hi I just thought that I would add this to the forum.
We have a Rinnai Sunmaster flat panel solar system and over the last approx. 2 years when we turned on the hot water anywhere in the house there was very low pressure We had plumbers come out they did what they do and went away sometimes the water pressure would be better but if it was it would not last.
Any way just last week I found Celsius Heating & Cooling here in Ballarat I believe they are service people for Rinnai anyway they had a contractor by the name of Phil he came out listened...
Questions & Answers
Hi there. I have a sun master with a gas boost. Every time I go out to see if it’s working the it’s not even when the sun is at its best. I check the display and it says pump fail. The C hot temps say 13 degrees and the T hot temp is 130 degree. I rang your technical team and instructed me to turn the dial up a little due to water not moving through quick enough and boiling in the panel I did months ago and the problem constantly keeps happening. So I call the other day and was told that they know of the problem that it goes into fault when it shouldn’t and that someone has to come around and re program my unit. He put me through to service and they instruct me I have to pay for someone to come around to fix it due to it been over a year old. If you know of a problem then why hasn’t anyone contacted me or my plumber to fix it.
Hi Tim A,
Thank you for your question.
As mentioned by the Rinnai 1st Care team, to be able to assess the unit in question, Rinnai would need to attend site to diagnose the issue. They will then discuss with you what the next steps are and if required they can call our Field Support team from on site if they need further assistance.
The 1st Care team can be contacted on 1300 555 545 to arrange a booking.
Hi, I have a Rinnai Sunmaster. Recently, the solar panel started leaking. I had a plumber come out to help and he found that the solar pump had not been turned on since installation. Would not having the solar pump turned on result in the failure of the solar panel? Thanks, Anthony
Thanks for the question.
We would recommend contacting our Technical team on 1300 555 545 for further advice.
I’ve noticed no noise coming from the Rinnai Pump Assembly Model No. 39001747 for the Solar S26, previously there was a ‘ticking’ sound. Is this normal? Is there something I can check on to ensure the pump assembly is working correctly? Thanks
Thanks for the question, when the pump is operating it will make a whirring electrical sound. If there is no noise check the power point is turned on or open the PTR Valve to see if the tank is hot, if not the pump may be faulty.
Please contact our 1st care service on 1300 555 545 for a service booking.
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|Category||Solar Water Heaters||Solar Water Heaters||Solar Water Heaters|
|Release date||Apr 2010||Apr 2010||Apr 2010|
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