Identify the model family
The full product name and model number on an accessible label or previous invoice are the best starting point. Tell the provider whether the system uses gas, electric resistance, solar or a heat pump if you know. Mention separate equipment or roof-mounted components.
Include the approximate installation date and whether the unit has been serviced or repaired before. An old invoice may identify a replacement part and help explain why a problem has returned. Don't open a cover or climb onto the roof to collect information.
Describe the problem in ordinary language
Say whether the water is completely cold, runs out earlier, varies in temperature or leaks. Explain whether the whole home is affected or only an outlet. If a controller displays a code, copy it exactly and note when it appears.
You don't need to diagnose the problem before submitting. The provider should inspect and identify the fault before confirming a repair. Avoid adjusting thermostats, valves or electrical components based on general internet instructions.
Send a hot-water enquiryCheck who covers the work
Warranty arrangements depend on the exact product and circumstances. Find the model's current documentation and ask Dux or the original installer who should assess a possible claim. The cylinder, other parts, labour and original installation may have different coverage.
This is an independent referral website, not a Dux service agent. An independent quote doesn't confirm manufacturer warranty approval. Ask about assessment fees and authorisation before a private repair is started.
Ask for a component-specific quote
A useful repair quote identifies the part and labour, any associated testing and whether another visit is required. If a replacement is recommended, ask what makes that preferable and which elements of the existing installation need changing.
The replacement quote should include the exact model, capacity, pipework, valves, electrical or gas work, disposal and GST. Use the quote checklist to compare the scope and request missing details before booking.
Official information
For product support and current requirements, check the source that applies to your system.