As of March 6th 2022, Dux is offering each reviewer a Parts and Labour Warranty Extension from one year to three years to their customers to encourage them to write a positive or a negative review. It is possible that reviews were written by customers who received such a reward.
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Dux Prodigy 5 170D5N Questions & Answers
2 questions from our users
Wai C.asked
Reading all the reviews I think there must be something wrong with this product. Ours (170D5N) was installed Jan 2016 and about 3 weeks ago the fire was out and we could not start it up again, the pilot light kept going out when we released the button. Called Dux service and full warranty only last for 1 year, so we called our own plumber and changed the thermal couple so it can be started but the problem is not solved. At least once a week the heater is out since then. As the 10 year warranty only covers the tank and I am not sure the fire goes out because of a leakage in the tank as I don’t see any water at the bottom. I hesitate to get Dux to send their plumber to check because we will have to pay if it is not the tank, and even if is the the tank, Dux will give a new unit but we still have to pay for installation. The heater is only 3 years old and already got problem? And so many similar cases in this review site alone, don’t you think there is something wrong with the product? Very disappointed and really think we should have bought our previous brand instead as it lasted for 14 years...
3 answers
Wai C I wrote an email to Dux explaining my issues, foam beinhg burnt twice and pilot light continuously going out and explained how much it had cost me. Dux contacted me and decided they will replace the unit free of charge. I also contacted my house insurance.
I feel there is something wrong with the models which are aroind the three to four year age. It is the responsibility of Dux to do a recall. But by the looks of it they will not.
My brother's Dux unit's pilot light kept going out too. He had to arrange another unit purchase. It wasn't a Dux.
I be honest I feel nervous about having my unit replaced with another Dux. I am hoping there isn't going to be any issues with the new replacement.
Dux C.Dux
Hi Wai,
We are sorry to hear about your experience and we would like to resolve this issue for you.
So we can understand the specific details can you please email through your full name, phone number and serial number to [email protected] so we can call you back, talk through the issue and resolve it for you?
Regards,
The Dux Team
Dux C.Dux
Hi Wai,
Thanks for sending through your details. We've tried calling you and left a message but haven't been able to reach you. Can you let us know if there is still an issue and if there is an ideal time of day to speak with you?
Regards,
The Dux Team
CNJasked
Hi,
My pilot light goes out continually. I've discovered that the flu damper might not be opening due to the orange low powered flame. Can the damper be jammed open and for how long. The damper is loose and appears not to be connected to the side mechanism. Can this be fixed?
Cheers
Clive
4 answers
Hi Clive.....Been away for a few days. Dux were not interested at all !!! I got a plumber today...he opened the top and showed me a flap that barely opened. He removed the flap and all seems to be working ok. he said the 5 star rated heaters have this flap....the 4 star rated dont have them....so now my heater works at 4 star level. I will have to take his word for it. Cost me $126. Cheers Jack
I have not had any issue at all with my new Dux. It was only installed in December 2018. If I did, I would contact Dux and insist on them fixing the problem. If your unit is out of warranty, I don't know if they have any obligation to rectify the problem. A plumber is probably the only option.
Les D
Dux H.Dux
Hi Clive,
Sorry for any delays, we are back on deck after the Holiday break and will get back to you asap.
Best Regards,
The Dux Team
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