Zip Water-SA

Purchased a CEX9-U for a residential kitchen sink at home. Residential warranty is for 5 years. Given this, I considered this service life worth the outlay in convenience in delivering hot water quickly to our sink and the savings in piping cold water from a gas intantaneous hot water service the other side of the house.

24 months in the second CEX9-U unit has failed with downtime of approx. 10 weeks over a 2-year period. It developed the same fault (faulty control board) as the first unit.

The attending technician checked the tolerances of feeds (i.e. flow rate) to the unit and purpose (over the sink) to which it was being used. Everything was fit for the purpose for which it was designed according to him.
I requested the technician in attendance to have his Service Manager contact me to discuss alternative appliances in their range with a better service history. A week out not having heard anything I phoned their 'Customer Care' Monday gone. I learnt that call that another CEX9-U replacment unit was on order. I asked that they maintain the order and have the Service Manager phone me. I was told they would pass on this message to the SM that call. It is now Wednesday, 2.5 days later and still no call.

In short, I have found Zip Water are willing to service their units however this becomes a cyclical pain in the backside if the units constantly fail and require replacing. It certainly takes the 'Zip' out of the purchase and Zip Water appears evasive in addressing the matter with me to find a more reliable alternative!
I wait on Zip Water to address this matter with me and will post further the outcome if I can resolve the matter with them.

Do not buy a zip tap! When it breaks down, which is often and still under warranty you need to wait a long time for a service technician to come out. And don't think you can book a service online, they will never get back to you. Tried it and then had to call the office to see when they were going to come out and spoke to an uninterested lady who then put me on hold for 8 minutes to make that appointment. Save your money.

I wouldn't purchase a Zip water product again mainly due to the non existent service, not the product. Our Zip hydro tap arrived at 10.30am on 29/12/2022 and we installed it within an hour. We tried to start the 'Commissioning' process on the touch scree and nothing happened. Contacted Zip water and eventually got talk to a technical person who advised that the touch screen was faulty. The receptionist said that she would raise a service order and that it would take 24 hours to do that!! Waited 24 hours and didn't hear anything. hear