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10 questions from our users

Bob

Bobasked

Prodigy 5 135D5N

The flue damper is faulty and is causing the flame to smother and incomplete combustion there is signs of burnt insulation at the bottom of the unit . Dux are aware of this problem, what has been done to fix it?

2 answers
Neal R.
Neal R.

Dux organised a service person to come and fix the issue

Dux
Dux C.Dux

Hi Bob,

Our team would like to speak with you at your earliest convenience so we can get this sorted.

So we can understand the specific details can you please email through your full name, ieatwords username, best contact number, address where the unit is installed, model number and serial number to [email protected] so we can call you back, talk through the issue and try and resolve it for you?

Regards,

The Dux Team

Neal R.

Neal R.asked

Prodigy 5 170DB5N

I have had the pilot light go out 3 times in as many weeks? Is there a issue with this model? I will write review after hearing back from you.

2 answers
Michael M.
Michael M.

Hi Neil, mine is 2 1/2 years old. After posting my review Dux made contact with me 2 days ago. They then contacted one of their servicing mobs who came out this morning and repaired it under warranty. So, yes, with my particular unit there was an issue. Part replaced in under 10 minutes. Very happy with the service from them. So maybe just post like I did and see what happens. All the best, hope that helped.

Dux
Dux C.Dux

Hi Neal,

We would like to resolve this issue as soon as we can.

So we can understand the specific details can you please email through your full name, ieatwords username, best contact number, address where the unit is installed and serial number to [email protected] so we can call you back, talk through the issue and try and resolve it for you?

Best Regards,

The Dux Team

Jema

Jemaasked

Prodigy 5 170DB5N

On the 31/12/2016 i bought a Dux Prodigy at Bunnings because the unit we had would not re light, after bringing it home and cutting open the box decided to try to re light the old Gas heater as we had had a flood down the side of the house and I could see the water mark up the side, it lite so we covered with the cut box and put the Dux Prodigy in shed.
On the 29/9/2019 we installed the Dux Prodigy 5 170DB5N it worked and a couple of days latter we got cold water, so we re light the unit and next couple of days it went out and this is happening every couple of days since, reading peoples reviews it seems to have got a bad name for doing this.
My question is this whilst brand new it is out of warranty what is wrong with it, and what should I do ?
Malcolm Brown

1 answer
Dux
Dux C.Dux

Hi Malcolm,

We are sorry to hear about your experience and really hope we can resolve your issues.

So we can locate your details easier can you email through your full name (state this username as well), best contact number, address where the unit is installed, model number and serial number of the unit to [email protected]?

Regards,

The Dux Team

Carol

Carolasked

Prodigy 5

What is the cost of installation of an electric unit?

1 answer
Dux
Dux C.Dux

Hi Carol,

We'd be happy to provide you with an estimate of what an installation might cost.

But would you be able to email through your full name (state this username as well) and best contact number to [email protected] so we can discuss this with you.

Best Regards,

The Dux Team

Michelle

Michelleasked

Prodigy 5

My parents’ unit is having the issue now. Pilot light kept going off and I am concern about the safety of the unit. My parents incapable to resolve this problem due to their physical health issues. Can you please contact me as soon as possible? Thanks

4 answers
Graham Rogers
Graham Rogers

Hi Michelle
I had a similar problem with my hot water unit that was not quite four years old
I'm not sure how old your parents unit is?
I wrote a review on this website and the Dux people contacted me within 2 to 3 days and organised for a plumber to come out and check over the unit within a couple of days

The plumber replaced a couple of parts completely free of charge and the unit is now operating as though it was brand-new

I am 100% pleased with the service that I have since received

Maybe wait a couple of days to see if the Dux people contact you, otherwise call the customer service department and explain the problem to them, Although it may depend a little on how old your parents hot water service unit is

Good luck
Graham Rogers

Dux
Dux C.Dux

Hi Michelle,

We are genuinely sorry this happened and look forward to resolving with you.

Our team would like to resolve this for you. If you can email through your full name, best contact number, address where the unit is installed, model number and serial number of the unit to [email protected] we would greatly appreciate it.

Best Regards,

The Dux Team

Michelle
Michelle

I have sent through an email and wonder when is your team going to contact me? My parents are out of hot water. Everyday we turn on the pilot light on it just turn off after few hours. Will be greatly appreciated and helpful if we can sort this out ASAP. Thank you

Phil P.

Phil P.asked

Prodigy 5

I find there is steam coming out from the top I hear dripping and sizzling the gas is orange blue

2 answers
Dux
Dux C.Dux

Hi Phil,

We'd be happy to assist you with your question.

If you can email through your full name (state this username as well), best contact number, address where the unit is installed, model number and serial number of the unit to [email protected] it will be great.

Best Regards,

The Dux Team

Caesar
Caesar

That is exactly what happened with my unit.

Wai C.

Wai C.asked

Prodigy 5 170D5N

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
S Formosa
S Formosa

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
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
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

CNJ

CNJasked

Prodigy 5 170D5N

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
Jack D
Jack D

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

Les
Les

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
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

Neil R

Neil Rasked

Prodigy 5 135D5N

Bought my Dux prodigy 5 135 liter hot water system in May 2015. Now I find there is steam coming out from the top. Called a service technician, he changed the anode, and hot and cold water pressure taps. There was also water dripping from inside the unit. The dripping stopped for a while and there was no more steam until 24 hrs later I hear dripping and the pilot light keeps going out. Well the problem is the flue damper is stuffed and does not open. the flame for heating was as flat as a pancake, when I manually opened the flue the flame rounded the way it is supposed to be, the dripping was moisture build up because the flue would not open when the heater was heating. I am not happy for 3 years and its proving to be a problem. what make this worse is i lost my job in dec 2017 and I'm still unemployed and i wont be able to buy another heater. Dux water heater. How do i get rid of the steam?

No answers
Tom

Tomasked

Prodigy 5 135D5N

Hi,
I Have a 135F unit which use to give me hot water, but lately it is getting colder and colder. What could be the problem ?
Tom

4 answers
Dux
Dux H.Dux

Hi Tom,
Is there hot water coming from the PTR valve?

Landlord
Landlord

Hi Tom,

PTR valve, up top, to drain, should only release water from excessive temp or pressure. If no release then probably faulty or low adjusted thermostat. Turn off power to HWS at switchboard. Remove 2 screws on lower cover. Thermostat is upper, element below. Look at adjustable temperature setting on thermostat, turn up if necessary. If already above minimum and water is colder than setting (allow +/- 5-10*) most likely faulty. Possibly faulty heating element but they usually work or not at all if open circuit. if it heats up at all then its probably OK. Replacement thermostats are only around $25 on ebay, then get sparky to install. Just clip mounts on surface and no need to drain tank.

Good luck.

Landlord
Landlord

Sorry Tom if your HWS is gas.
No idea about Dux model numbers and presumed it was electric.

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