Browse Forums Bathrooms and Laundry 1 Dec 29, 2009 4:31 pm Has anyone else had a similar experience? I had a Dux Ecosmart heatpump hot water service put in in March 2009. It stopped working on Boxing Day. There is no information at all on the Dux website as to who to contact for emergency repairs under warranty. There is a 1300 number for service calls but that had a recorded message telling me the answer bank was full! The installers are away until January 14, and anyway it isn't their fault if the machine is faulty. I was happy to pay for a plumber myself provided I could be sure Dux would refund the costs. There is nothing in the product brochure to explain what to do in these circumstances. Today I finally made it through to the call centre. No one asked the nature of the fault, model number, my name etc, just wanted the postcode. Twice they diverted my call to other plumbing services. The first plumber was on holidays and was VERY surprised that I had his mobile number. I explained how I had had the call connected and he told me he could not have done the work anyway without a work order faxed from Dux. I tried the Dux service number again and this time spoke with a man who transferred my call to another answering machine of another plumber who was on vacation. The third time I tried the call just rang out. On my fourth attempt I spoke with a woman and aasked for her name just in case there was going to be another useless transfer. I also gave her the product model and serial numbers and my details. She eventually told me that a local plumbing service would phone within the hour, which they did. When the plumber arrived he was unable to fix the machine as the Dux person had advised a different product and model number. They are going to try again tomorrow..... I have spent a lot of time today listing to the song "I am we are Australian" on the Dux service line whilst awaiting someone with whom to discuss the problems. I have heard the Dux message repeated many times that Dux is Australian owned and that most well known brands are foreign owned. What I have learned is that the most Australian thing about Dux is that once the staff go on holiday the firm cares nothing at all for the customers. There is no information at all to assist, no contact number for emergency repairs, no interest in assisting customers. I have had no hot water for 4 days of the holidays, have had to organise visitors to stay elsewhere, have now wasted 2 days just trying to contact Dux and waiting around for the plumber to arrive. Interestingly they have a survey form for customers on their website but that doesn't work either- when I tried to submit it I received an "error" message! I would NEVER EVER buy another product of any type from this firm. Re: Repairs under warranty during holiday periods 2Jan 27, 2010 10:20 pm Hi How are you going with the hot water heater. The best way to get some action is to find out who the sales rep for Dux is from where you purchased the heater from. The store could give you the number of the rep to ring. Dux are usually pretty good. Regards Shane Re: Repairs under warranty during holiday periods 3Jan 28, 2010 7:31 am Hi, and thanks for this. However I cannot agree with you about Dux. To date no one from that company has responded to my calls. Eventually another plumber came, but by then the situation had righted itself. He explained that if there is a problem at the cold water inset point, where hot and cold mix, then the system defaults to cold water only. We think this must have happened and the first plumber who came may have reset it. Re: Repairs under warranty during holiday periods 4Jan 28, 2010 4:03 pm Anina, would you mind if I print this thread out and pass it onto my Dux rep? I think this sort of feedback should get back to the company. Also, if you are ok with this, what state are you in. Possumchops Now the proud owner of 3.7acres of Serenity. Colour selection completed! Soon to go to council. Re: Repairs under warranty during holiday periods 5Jan 28, 2010 5:11 pm Hello, I am in NSW. I checked their website and learned the names and positions of relevant staff at Dux , then wrote to the marketing director at Dux, the managing director, the consumer manager- no response from any of them. I also left phone messages- ignored. In the end I even wrote to the Queensland based consortium which now own Dux.- no response from any one there either. If you could put 5000 volts through them that I would be delighted. I don't think I have ever encountered a firm with such disregard for customers. If I had known any of this beforehand I would not have bought their product. I have been googling Dux since and so should they- the almost universal response to Dux is "hopeless service- don't ever deal with them." I have learned my lesson and of course will be telling everyone I know who is considering a new HWS to buy anything EXCEPT Dux. Re: Repairs under warranty during holiday periods 6Jan 29, 2010 6:10 am Cool. I go back to work next week. It might be a couple of weeks before he comes in, but I will definitely forward this on. You're right, its inappropriate for a company of that size to behave in this manner. Possumchops Now the proud owner of 3.7acres of Serenity. Colour selection completed! Soon to go to council. 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