Customer Support
Service Policies Guide
We at Rinnai Korea will take full responsibility from sales to quality assurance of our products.
Criteria for free repairs
Applies to failures or defects generated under normal usage conditions within the warranty period.
Criteria for paid repairs
Applies to any service performed on items that have passed the warranty period. Also, all of the following cases are subject to paid repairs regardless of the warranty period.
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If a failure occurs by injecting foreign materials (water, drinks, coffee, toys, etc.) into an item
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If a damage or functional failure occurs in an item due to external impacts during installation or use
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If the exterior of an item is damaged or deformed by organic solvents such as thinner and benzene
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If a product failure occurs by using non-genuine parts or expendables certified by Rinnai
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If a failure occurs during installation by not following the installation standards written in the construction manual
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If a product failure occurs by using an incorrect gas type, gas pressure and/or electrical capacity
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If a customer arbitrarily disassembles a product and leads to loss or damage of parts
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If a failure occurs from repairing or modifying a product by a service engineer not certified by Rinnai
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If a failure occurs due to natural disasters (lightning, fire, damages from storm and flood, gas, damage from sea wind, earthquake, etc.)
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If a failure occurs by not obeying "Safety Warnings and Precautions" contained in the Rinnai product manual
Criteria of calculating service fees
A service fee charges a small fee based on the Framework Act on Consumers enacted by the government. Service fees implement "Transparent Service Fee Plan", which clearly classifies and defines part fees, repair fees and business trip fees.
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Part Fee
Part fee refers to the cost of parts replaced when repairing a product. Our company does not use recycled parts during replacement.
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Repair Fee
Repair fee refers to a pure royalty generated based on the difficulty of repair and total repair time needed to repair a product.
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Business Trip Fee
Business trip fee applies when such a fee is requested for products whose warranty period, originally set by the "Criteria for resolution of customer disputes" for each item, has passed. For boilers and water heaters, our company's business trip fee is 15,000 KRW and, otherwise, it charges 10,000 KRW. However, for late-night weekdays from 20:00 to 08:00 next day, Saturdays, Sundays and holidays, visitation and reservation for visits charge 20,000 KRW alike, regardless of the product type or distance travelled.