03 9888 2887
“It sounded too good to be true… and it was.”
That’s what Mr & Mrs R said when reflecting on their hot water system upgrade experience just 12 months ago. Like many homeowners, they were approached with an offer that promised a “free upgrade” to a more energy-efficient heat pump hot water system—no upfront costs, rebates available, and big energy savings.
Unfortunately, what was pitched as an upgrade turned into an expensive headache.
The Sales Pitch: “Free” Heat Pump Upgrade
Mr & Mrs R’s existing electric hot water system was working just fine. It wasn’t the latest model, but it had never let them down. When a salesperson knocked on their door, promising a brand new, energy-efficient heat pump unit fully installed at no cost, it felt like a smart move. Who wouldn’t want to save money on energy bills with a modern system?
They were assured:
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No out-of-pocket expense due to government rebates
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Quiet and efficient performance
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Better for the environment
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Increased property value
With the clock ticking on the rebate offer and a bit of pressure to sign, they agreed.
What Went Wrong?
Within 12 months of the installation, the so-called “upgrade” failed. The heat pump hot water unit completely stopped working, leaving Mr & Mrs R without hot water in the middle of winter.
The problems they faced:
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No warranty support: The company that installed the system had since shut down or stopped responding.
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No service coverage: The brand of unit installed had limited support technicians in the area.
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High repair costs: Even though the unit was new, it required parts and expertise that weren’t readily available.
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No recourse: Because they didn’t pay for the unit directly, there was no clear invoice or contract outlining their warranty entitlements.
They ended up having to replace the entire unit—and this time, it came out of their own pocket.
Why “Free” Might Be the Most Expensive Option
This story isn’t unique. At O’Shea Plumbing, we’ve seen a wave of similar cases where customers were left with:
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Sub-par equipment installed purely to meet rebate requirements
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Unqualified installers cutting corners to maximise volume
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No local support or parts availability
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A void warranty or non-existent customer service
Many of these units are chosen not for performance or durability—but because they meet rebate criteria and can be installed quickly.
What Should Homeowners Do Instead?
We’re not against heat pump systems—when chosen carefully and installed by a qualified professional, they can be a fantastic, long-term solution. But as with anything in life, you get what you pay for.
Here’s what to look for when considering a hot water system:
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A reputable brand with solid reviews and accessible after-sales support
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A local, licensed installer with clear warranty information
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Upfront pricing, with no pressure or misleading rebate promises
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A clear explanation of system performance, maintenance requirements, and costs
Final Thoughts from the Experts
At O’Shea Plumbing, we believe in helping our customers make informed choices that suit their household, their budget, and their long-term comfort.
If you’re considering a hot water upgrade—heat pump or otherwise—give us a call first. We’ll assess your current system and give you transparent advice on whether it’s worth upgrading, and what it will really cost.
Need Help with Your Hot Water System?
📞 Call us on 9888 2887
📧 Email us at enquiries@osheaplumbing.com.au
🌐 Visit osheaplumbing.com.au to learn more
