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Smarttek Black Smart Hot Water System
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Still without our Hot water System!
We used it daily but had issues with faulty switch, gas settings and leaking hose adapters. We took our product to Tentworld and they sent it to smart-teck no questions asked. (Covered under 3yr warranty). Smarteck fixed 2 of the 3 issues but now want to charge us a $88 service fee (For a product worth $350). Never did anyone call us to discuss our problem. Its now 10 weeks later without our system and they refuse to return it after we pay the fee. --- save yourself a hassle. Terrible costumer service. ... from tentworld and smartteck.
Fro...
Read morem the website ... We are gas experts! If you experience an issue with a Smarttek Product the Smarttek Customer Support team should be contacted for assistance. We are so confident we can help you with your Smarttek Hot Water System over the phone that if the Smarttek Customer Support team cannot solve or rectify the issue or fault over the phone the claim will be recorded and we will provide you a Warranty Postage Label with clear packing instructions. It’s that simple. https://www.smarttek.com.au/warranty/Purchased at Tentworld - Warana for $379.
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To SMART for its own good TEK piece of rubbish
Well, seems the problem I am having is very common here in these reviews and Not So Smarttek, don't even bother replying to me with your generic feel good dribble about your 3 year warranty and postage labels and fantastic after sales service, yada yada yada. We all know I will send it back (leaving myself cold showers as this is set up as my main hot water unit), you will test it, not find any fault, send it back to me and then insult me further by charging me $88 for the bitter cold shower experience.
As mentioned in another review not to lo...
- Value for Money
- Incentivised Review No
- Functionality
- Temperature Consistency
- Heating Speed
Hi Greg, Thankyou for taking the time to leave a review of your experience. It certainly doesn't sound ideal. If you would like to contact Smarttek Customer Support on. Ph: 1300 119 906 we will assist...
Read more you to get a resolution to your concerns and Smarttek Product. Smarttek Customer Support is available every day of the year from 9am to 7pm AEST - just to keep this in mind when you are calling us from WA. We look forward to helping you out when you give us a call.- 2 reviews
- 3 likes
Doesnt work as claimed
We bought this unit with the intention of having outside hot water. From the moment it was hooked up it did not deliver as claimed. We have called the hotline more times than I care to remember all for stock standard answers that don't work. First it was replace the batteries which came with the unit (even though they were displaying as fully charged) We replaced the batteries, no difference. Turned off gas and allowed ambient water to enter the system, turned on gas, water started to heat up, but as soon as we ever so slightly adjusted t...
Read morehe water pressure it stopped working. It is simply NOT a matter of adjusting the dials to suit. We have tried at Summer vs Winter. min and min on both dials. It simply does not work with any reliability. We have tried to get it to work with the person on the other end and they keep suggesting things that simply are not of any help. They then fobbed us off saying that we would simply need to watch their instructional video, which we have watched which was also of no help. Sick of paying out good money for things that don't work. I advised that I would be returning the unit, which they basically said that as I had bought it from Tentworld that it was up to them whether I would get a refund (not Tentworld's fault that the product is useless) My next stop will be the Ombudsman.Purchased in at Tentworld Physical store for $399.80.
- Value for Money
- Incentivised Review No
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Hi AliG, thankyou for your review. We do appreciate you taking the time to share your experience.
Smarttek Customer Support on Ph: 1300 119 906 will assist you with your unit directly over the phone ...
- 4 reviews
- 4 likes
RUBBISH -
This system simply doesnt deliver what's claimed. It uses way too much water as it takes too long to heat and turns off and on inconsistently. We are sick of having to monitor and mother it so after using it on 4 trips we've given up and gone back to heating water in a kettle and using a cheap companion shower head from a bucket.
Purchased in .
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Thankyou for taking the time to share your experience, we do value all feedback from our customers. One of the great features of a Smarttek Hot Water Unit, being a low flow water heater, means that yo...
Read moreu can select the volume of water flow thorough your unit using the water dial on the front and use as little as 2 litres of water per minute. Smarttek Customer Support is available every day of the year from 9am to 7pm AEST on Ph: 1300 119 906 to assist you with your Smarttek products and will assist you with your unit directly over the phone when you call. The Smarttek Support Hub is also available online through the Smarttek Website with some handy usage hints and tips.Find out how Smarttek Black Smart Hot Water System compares to other Gas Continuous Hot Water Systems
Know better, choose better.
This is rubbish
It never holds temp, and is always cutting out, I have this plumbed in with a 17Lpm pump, at max wont hold temp, on low wont hold temp. I have had this problem since day dot , I persevered and still rubbish, it been 2 years with back and forth with the service centre, I keep getting told to change the batterie's, I put a new pair in and nothing changes, no point of a warranty. I will never recommend this brand. I am now looking at a different unit and throwing this away.
Purchased for $330.
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Hi Dion, Thankyou for taking the time to provide your feedback and share your experience. Smarttek Customer Support will be able to assist you with your unit directly over the phone and as a portable ...
Read moregas hot water unit, will ensure your unit is set up as per the User Manual and the D cell batteries being used are holding over 3v when under load so the unit can operate correctly at a lovely warm temperature. We will get you up and going with your hot water over the phone - and if we can't for any reason - we will provide you with a freight label via email for your unit to come back in to Smarttek for assessment. Your Smarttek Black Hot Water Unit does carry a 3 year warranty. Give the Team a call between 9am to 7pm AEST on Ph: 1300 119 906 any day (yes, 7 days a week) and we will get you up and going with your hot water.Unreliable
Se med great to start but would continuously turn off. Eventually after a few months stopped working all together. I returned it to the store over a month, almost two months ago. Smarttek were lovely on the phone but all talk no action. Two months without hot water and living off grid with a child. They have a lot of explaining to do. Faulty unit and no resolution two months later.
Purchased in at Anaconda for $349.
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Hi Paige, We do appreciate your feedback. We are not sure where the delay has occurred in your experience as your Smarttek Hot Water Unit arrived into our Repair Centre 2 days ago and was actioned the...
Read more same day. Your unit has been tested and passed all specifications and is on its way back to your local store. If you need any further assistance with your Smarttek Products you can contact us direct on Ph: 1300 119 906 rather than taking it back into store. Smarttek Customer Support is available every day of the year up to 7pm AEST.The delay occurred, as you do in fact know, because when returned to the store and the store contacted you requesting a return postage label, you would not send the label until a proof of purchase was...
Read more provided, even though the store itself was requesting it. Emails and messages instead of an actual phone call meant I have been off-grid living without hot water for TWO MONTHS! In which you were told the first time I called. You've also deemed the unit perfectly fine which is infuriating because before it completely stopped working altogether, it would continuously turn off and go cold having me have to restart it multiple times a shower. But since you have deemed it perfectly fine, the shipping costs are now not your responsibility. The last call was sterile and not helpful at all and asking me to change my review before ending the call was tacky. I now understand why the call felt scripted and impersonal. Thank you for two months of back and forth scape goating and no real care.Below average heater at best
Using on a patriot x1 camper.
This heater cannot maintain a constant temp. No matter which combination of settings I use, it always manages to cut out before I shower/fill sink.
Purchased in .
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Hi Joshua, Thankyou for taking the time to provide your feedback. We do appreciate all feedback here at Smarttek as it lets us know about our customers experiences and also how we can better support o...
Read moreur customers with Smarttek Products. Smarttek Customer Support is available every day of the year on Ph: 1300 119 906 from 9am to 7pm AEST. Smarttek Team Members are highly trained and will assist you with your Smarttek Hot Water Unit over the phone to resolve this for you right away when you call. Alternatively, you may want to pop onto the Smarttek Support Hub and check out our support videos which is available on the Smarttek Website - https://www.smarttek.com.au/supporthub/how-to-set-your-temperature/ - Get in touch with us and we will ensure you have some lovely hot water for your next camping trip.Related Articles
- 5 reviews
- 8 likes
Why do I have to micro-manage this thing? All I want is hot water.
Purchased from Tentworld Acacia Ridge in QLD late last year, knowing I would need offgrid hot water in the new year. Went to the trouble of building an outdoor shower cubicle for it. To get any kind of heat, we have to start on the lowest temp and water flow, then gradually, over a minute or so raise the flame and water volume until at a suitable temp. Meanwhile we've lost about 5 litres of water.
If we make any adjustments either hotter or cooler, the flame goes out. From there, we have to start again as above.
Surely it shouldn't be this ha...
Purchased in at Tent World Acacia Ridge QLD.
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Oh and just as an update. After roughly 3 weeks of the 2 of us showering the pump toggle switch failed. Replaced it with a waterproof 12v toggle switch from Jaycar, but really!!! 3 weeks???
Hi Bruce, Thankyou for taking the time to leave us a review, we do appreciate feedback from our customers sharing their experiences. Smarttek Customer Support will be able to assist you with your unit...
Read more directly over the phone. Give the Team a call between 9am to 7pm on Ph: 1300 119 906 any day (yes, 7 days a week) and we will get you up and going with your hot water - and if we can't for any reason - we will provide you with a freight label via email for your unit to come back in to Smarttek for assessment.Hi, I have held off replying as I wanted to try a few things to minimise any breezes from potentially blowing out the burners. This has helped by building a shroud around the sides of the unit, but i...
Read moret does still cut out, usually when we are heating the water from ambient to about 25deg C. Once it gets to about 30, we seldom have any issues. One problem which has developed over the past few days is when we switch off the pump after a shower, the pump stops, but the readout stays on. The temp starts to spike (as high as 80deg C) and the readout stays lit. Steaming water comes out of the hand piece. To stop this, I have to turn on the pump again, and let the temp drop. I turn it off again and all seems normal. This is worrying me, because we have grandkids who sometimes use the shower, and may scald themselves if we aren't around. I have a video of this happening, if I can send it to you somehow???Fantastic
Smarttek were fantastic, I had an issue with the machine and they walked me through the set up and had an amazing hot shower we did purchase the extra long shower hose and the smart connection which made a huge difference
Purchased in .
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Find out how Smarttek Black Smart Hot Water System compares to other Gas Continuous Hot Water Systems
Know better, choose better.
- Verified
Don’t even deserve 1 star never worked straight out of box now charging me $88 as no fault found( by them) what a joke!!
Purchased from tentworld sat in box approx 1 year Nov 20 till first use Nov 21. Straight up cut out on winter mode so ok I’ll changed to energiser batteries must be flat. Nope still cut out then called 7day a week hotline on a Sunday goes answering machine someone will call you back never did! Called Monday spoke to someone when through trouble shooting batteries ok, did next water flow test, mains pressure slowed feed rate at unit then cut mains pressure then did it all again through 12v pump instead of mains still cut out on winter mode. Then...
Read more told to pull from cover off and disconnect mercury temperature sensor and join the wires to bypass the switch worked got hot but told it will just stay at max temp till they could send a replacement sensor. Got off phone and thought all good can use. But problem then came when I put front panel back on problem came back! Thought I won’t call again as we were just going to wait for new part even though was still faulting. Had to go to tent world to get the sales invoice so I could be sent replacement sensor, told tent world salesperson of my issue then she told me she was told by Smarttek you need to hook it up to 9kg bottle not 4kg ok I’ll try it when part arrives, so I undone front panel hooked original Mercury sensor back up and presto it worked that was until I put front cover back on, then back to cutting out again! Ok I’ll put in new sensor they sent me but surprise surprise it was digital temp sensor for the screen! Ok I’ll them told of front cover issue and wrong part they supplied. Told them i thought it wasn’t the Mercury sensor problem as it ran fine until cover goes on but I am over this pulling it apart it’s a gas unit that should work and that I am sending it back cause it is faulty it’s not rocket science gas plus water=hot water or so you would think!!! So now get a call that they cannot fault item and I now have to pay $88 this is absolute crap as I told them over phone units faulting went through all the checks and still don’t work!! I personally think they lie to make sure they are not out of pocket then say it’s my call to pay to get it back or it won’t get returned!! VERY AUSTRALIAN !!Purchased in at Tentworld for $379.
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Hi Phil,
Thankyou for your feedback and review.
...
- 4 reviews
- 1 like
Doesn't work
Purchased the Smarttek black a month ago and we haven't been able to get it working yet. We've purchased new gas, new batteries and it still won't give hot water for any longer than 15 seconds. Tried troubleshooting suggestions, temperature setting, all no good. Also tried their 7 day support line, but no one taking calls.
- Incentivised Review No
Hi there!
Thank you for your review. Your system sounds to be performing intermittently on you, which is not ideal at all.
Our customer support team is available everyday of the year until 7pm at nig...
Hi, done all of the above and no one has responded over a week later. What is the likelihood of a return phone call? Just that if it's going to take a month I'll just return the item and get a refund.
Hey Mate!
if you would like to send us an email on info@smarttek.com.au we can organise a suitable time to arrange a call when you are with your hot water system and we can go through the appropriate ...
Tech support exceptional
Tech support over the phone was patient, knowledgeable and helped me fix the problem in real time. Worked with the rep via mobile and photos. System now working again like new
Purchased in .
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Find out how Smarttek Black Smart Hot Water System compares to other Gas Continuous Hot Water Systems
Know better, choose better.
Nothing but trouble
Straight out of the box had a leak . These things happen so obviously disappointed i contacted customer support and found them excellent. Returned unit for repair without ever using it and was returned with repair carried out . After initial start unit operated under same conditions i found it so difficult to dial in a constant temp. water would go cold and not switch back on . The final problem was when i switched the unit off from the shower head the unit continued to run . Being aware of the units supposed function i new this could be danger...
Read moreous and not having any confidence in operation i quickly turned the shower head back on a shot of steam and boiling hot water sprayed out . Shut everything down pack it up useless and in my opinion dangerousPurchased in at Snowys Outdoors Online store for $330.
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Hi Tumble,
Thankyou for your review! We appreciate all your feedback.
All Smarttek units are gas safety certified to Australian Standards. ...
- Verified
My Smarttek Black not a set and forget system
I purchased the unit on 20.03.21 prior to our yearly Easter camping trip with a large group of friends.
I set it up on the first day using the Winter mode with the water set to the start of the first notch off minimum and the gas dial centred on the first notch off minimum. The ambient water temperature at camp ranged from 10-14 degrees depending on the time during the day. These settings gave a continuous shower at around 38-40 degrees with a water flow just under 4 l/m.
This was perfect and how I expected the unit to perform. I taped the di...
Read moreals so they couldn't be changed. Unfortunately you can't leave these settings for the next shower as they may or may not work. Often using these settings the unit would run to around 30 degrees, then flame out (not wind effected) and the temperature would drop back to the ambient temp. During the week at camp I spoke to Smarttek support nearly every day trying to find a solution but none was forthcoming. The batteries supplied with the unit were blamed because according to their records my unit must have sat on the Tent World shelf for 6 months before I bought it. I purchased a new set of batteries that gave a reading of 3.23v in standby and 3.07v under load. This wasn't good enough, so the next set of new batteries hit the magically number of 3.1v under load but these made no difference to the performance of the unit. Last week I made a video of the unit flaming out as described above and sent it to Smarttek. The promised next day return phone call never happened. Having wasted $498 (heater, stand and filter set) on this unit, I decided maybe it could be used for hot water in the camp kitchen. I tested it to see how hot it could get under the full gas setting and was surprised to see it pass the 55 degree max. setting and hit 60 degrees before I switched it off (photo attached). I'm sure this is outside the gas regulations requirements for a hot water service and just shows how irregular the gas solenoid valve and temperature sensing controls are with these units. Even though the unit was DOA over the counter at Tent World I was denied a refund or replacement and have been left to deal with Smarttek directly.Purchased in at Tentworld Physical store for $498.
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Hi Boyd,
Thanks for your review and feedback. The data you have explained does make sense although your Hot Water System shouldn't be shutting down like that. In normal operation there is two things ...
The 2 items you mentioned that would stop the system from restarting are irrelevant as the batteries are fine and by stopping the system once it has flamed out and restarting it again straight away, t...
Read morehen most times you can get a full shower out of it. The system goes nowhere near 55 degrees before it closes down. The error occurs mostly 3 or 4 hours after the last successful shower when the unit has cooled down. I would have preferred to discuss these problems over the phone but as stated in my review, you didn't reply to the videos and message that I sent to you via drop box. The thought of having to pay another $88 to get my unit back off you if you can't replicate the problem would be rubbing salt into the wound. The reason I shopped locally for a camp shower was so I could take it back for a refund/replacement if there was a problem. If you're saying that the way my unit is operating is not normal then this is the way it has performed since I first purchased it and can be verified by quite a few people who experienced/witnessed it happening. If you have any other suggestions to rectify the problem then please let me know here or give me a call.Great service, great attitude
Purchased camper trailer 2nd hand and hws would not work when I first went to use it. Obviously, previous owner had never used as it was plumbed up wrong and would never work as was.
Customer Service rep got me going quick smart. Great attitude to assisting the customer
Unit provides huge amounts of hot water for luxurious showers when camping
Purchased in for $299.
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Questions & Answers
I purchased a hybrid camper last year brand new and with it came a smarttek portable hot water unit. What is the warranty timeline as I am having issues with the plastic compartment the batteries are housed in as it won’t shut tightly. Should I return it back to where I bought the camper and get it replaced?
Hi Martin,
Thank you for your question.
Depending what unit you have our Smarttek Lites have a 12 month warranty, and our Smarttek Black has a 3 year warranty. ...
Get an answer from our members and Smarttek representatives
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Hi Steph C,
Thank you for sharing your honest feedback, and I am very sorry to hear about the experience you've had with your Smarttek products. We always aim to deliver awesome customer service and ...
Read moreI am disappointed to hear your experience with Tentworld and Smarttek was not so great.