Sanden Eco Heat Pump Questions & Answers

I have the 250 and it is on a short plastic base on concrete. Your installer would be able to help further.

Setting of the block out timer is described in the installation manual and is achieved via a panel display with pushbuttons. This same display is used to provide error code information about the unit, also as described in the manual. The interface is located under the top panel and accessed by removal of four screws. It is therefore intended as technician access only.

Thanks Graham. I sent an email to our stockist and am waiting to hear back

Sorry Matt, unfortunately we do not currently have a Sanden Dealer in the Yeppoon / Rockhampton area. Kind regards, The Sanden Team

Hi Pete, thanks for posting your questions. The Sanden Heat pump that Graeme refers to is the GS3-A45HPA-AU. We launched a new model in 2019, the GAU-A45HPC, with various design changes including a new Heat Exchanger and electronics. This unit was upgraded in 2022, now called GAU-A45HPD. This latest unit includes a modbus interface which allows for Wi-Fi connectivity. We have just launched our Wi-Fi controller, which is available, as an add-on if desired. You can find out more here: external link 

Regarding backup and support, Sanden distributes their products through a network of trained dealers who supply, install and provide all after sales service, should you encounter a problem. Spares are readily available in Australia. Contrary to Graeme’s report, our dealers employ licenced plumbers for the installations and support. There is no need for aircon technicians as the refrigerant is in a sealed circuit and does not require any servicing throughout the life of the Sanden Heat Pump.

We hope this helps but please get in touch or chat to your local Sanden dealer if you'd like any more information. Kind regards, The Sanden Team

Thanks for your question David. Please call your local Sanden dealer who can discuss your current water usage patterns with you and also consider any changes you might foresee in the future. They'll then be able to recommend the best Sanden tank to suit your needs, as well as the ideal system set-up to take advantage of your new PV system for power. external link  Kind regards, The Sanden Team

Hi Andy, thanks for getting in touch. Please contact your local Sanden dealer who can check over your tank and advise on you on next steps regarding warranty. You can find your local dealer at external link  or get in touch at external link . Kind regards, the Sanden Team

Hi John, thanks for your question. The Sanden GAUS-250EQTB doesn't have a boost element. If this is a frequent situation for you, and you have a blockout period set for your Sanden system, you could consider getting your local Sanden dealer to reset the timer and cancel the blockout. That way your Sanden system will be ready to heat water whenever you need it.

Kind regards, The Sanden Team

Thx. Does any Sanden model come standard with a booster, or is there an option for one?

Hi John, we will be announcing an exciting new product release in the near future, so keep up to date by following our website at external link  as well as our Facebook page. Kind regards The Sanden Team

Hi, sorry to hear your Sanden isn't working as expected on your return from holiday. Please contact your Sanden installer who will visit to check out your system, diagnose the issue and fix it for you. Kind regards, The Sanden Team

Hi AGB, thanks for the question. Yes, this is normal! The Heat Pump unit has a Condensate drain, located at the centre of the base of the unit. This Condensate drain will release water when the HP unit is making hot water.

The Condensate drain should always be plumbed away by the Sanden Dealer / Installer when they install your Sanden system, to ensure that the water is released at an appropriate distance from the Heat Pump unit and your building structure.

If this has not been done, then the installation is incorrect. In this case, please get in touch with your Sanden Dealer/Installer so that they can fix the issue immediately for you.

Hi Rando, Sorry to hear you're having issues with your Sanden heat pump. Please contact your original Sanden Dealer/Installer about your issue as they are responsible for following up all faults/problems during the life of your Sanden system. We hope they can help you to get this resolved very soon. Kind regards - The Team at Sanden

I can answer my own question about the 18-hour blackout. I just read the Sanden manual, and it says "the unit must have a minimum of 5 hours continuous power available at all time to allow the unit to operate without affecting reliability". The 6-hour window 0900 - 1500 allows that, just!

Thanks for your question Frank C, we're glad you found the answer in your Sanden manual. If you have any other questions, please feel free to chat to your local Sanden dealer or contact us external link 

You have to hold both those keys quite a while - several seconds - before the bo (blackout) settings come up. At least, I have to on my unit, installed 6 years ago.

Thanks for your response. Held both keys down for more than 30 seconds, still won’t enter block out mode. Tried pressing ENTER before holding UP and DOWN keys simultaneously. The time races down when pressing the DOWN key, but will not respond to the UP key. I suspect the UP key is faulty. Unfortunately I have not been able to return the time to the correct time, it is stuck at one hour less than the real time. …..Ralph

Hi Ralph, sorry to hear you've been having difficulty viewing the blockout time. This may be due to an issue with your controller. Please contact your original Sanden Dealer/Installer who will be able to check over the system and get things running smoothly for you again. - The Sanden team.

Hi Jake, thanks for the question. An E040 code means that there's a blockage in the return line from the heat pump unit to the tank. Please get in contact with your original installing Sanden dealer and they will be able to check over your system and fix the issue by cleaning out the heat pump unit and tank. Hope your Sanden is up and running smoothly again soon!

Hi Bona, thanks for getting on touch and sorry to hear your Sanden's producing an error at the moment. To get it fixed as quickly as possible, we recommend you contact your original Sanden Dealer/Installer. They will visit you to check out your system and will be able to diagnose and fix this issue. We hope your Sanden's running smoothly again very soon!

Sanden do not provide sufficient warranty support. They leave people out on their own. Try a powerstore system instead this works like a heat bank storing your solar energy saving on the cost of a solar battery. Good warranty back up with more service personnel available.

Hi Josh, To answer your question: Where the Sanden Eco ® Hot Water Heat Pump System or its components have failed, directly or indirectly, as a result of inclusion in a Ring Main system then this may void the warranty and may incur a service charge and/or cost of parts.

Please see our Warranty Information for more details (refer point 10 under Warranty Exclusions). If you'd like to discuss this further, please contact us on (02) 9791 0999 or sales@sanden.com.au.

The blockout timer can be set for 1x time period.

I have Sanden for about 6 years already. So far so good. I don't use blackout timer as it is so limited. My house is off-grid and I live on solar and batteries. Build-in timer does not fit my requirements. I have Sanden set to be always ON but I have a timer on the power point. I manually switch on and off power when I want Sanden to run or to stop. I am not sure if killing power in the middle of the heating process is a good idea. Probably not. However, it works so far. Also, typically I switch off power when heating is complete - I monitor power consumption and I can see when Sanden takes just 2 or 3 watts, so heating is over.

Please do not touch the Tempering Valve, just turn off the water supply to your home/property.

Sorry cannot help

Hi Leigh, Sorry to hear your Sanden isn't performing as usual. Please contact your original Sanden Dealer/Installer who will be able to check over your heat pump, in order to diagnose and fix the issue.