Thank you for raising your concerns. Customer safety, service and appliance quality are our highest priorities. We’re sorry for the worry this has caused.

Our team is already working to get this resolved under warranty. We’ve advised you to stop using the cylinder and we’re coordinating with our service partner to arrange a replacement. We’ll follow up directly to confirm the appointment details.

For privacy we won’t discuss diagnostics publicly, but we’ll complete a full assessment and share our findings with you.

In the meantime, please keep the unit isolated (power/heat inputs off). Thanks for your patience, and for flagging this with us.

@mixergy Thanks for the update, I would appreciate some kind of timescale as soon as you are able to give one as we are totally dependent on this for DHW.

Just an update on this. I had an email from the technical dept shortly after the Mixergy post above, confirming everything was in hand and they were organising delivery of a replacement cylinder and would then book an installer.

However since then no word, so it will be 3 weeks next Wednesday. Ive managed to jury rig an electric shower so we at least have washing facilities, but if I wasnt able to do that it would be a nightmare.

Going to try and get some word off them next week.

@bontwoody 😟 You are a lot more patient (or charitable towards such companies!) than I would be. I don’t feel your experience has been a very good PR exercise for Mixergy. Toodles.

@toodles Im trying my best but it is getting a tad tedious

So after waiting over 3 weeks for a replacement cylinder, it arrived yesterday and the installer arrived this morning. Unfortunately he didnt know what the job was prior to getting here and didnt have the required fittings so will have to come back (3 hour drive from Brecon).

He was puzzled by the fact that the cylinder ports didnt seem to match the schematic and I agreed to try and contact Mixergy about it. I didnt get an answer this pm, but I did look at the cylinder they have supplied and as well as not being the slimline version that I had previously, it also turns out that it is an indirect tank not a direct one as I had.

It should just about fit in the cupboard but im not sure about the consequences of it having a coil. Will it reduce the volume of water heated, should the outlets be capped? Or should I just try and get Mixergy to send the correct cylinder regardless of the wait!

I am getting a bit frustrated with them!

All else being equal, having an indirect heating coil will reduce the volume of water the vessel can hold. But as you are not comparing like for like (it's a cylinder of different dimensions), I guess the relevant question is how does the internal volume of water compare to the cylinder being replaced, and is the difference an issue to you? I don't see that the coil needs capping off if not in use, but presumably it does provide a potential source of additional heat loss as hot water will heat the air in the coil which can exit and be replaced with cooler air, so from that perspective I'd cap the coil to help prevent heat loss.

I wonder how stratification efficiency will compare on a slimline vs regular tank?

@old_scientist Well they are both nominally 120L so maybe it wont matter. I was worried if the expansion of air in the capped coil would be a problem but its hard to imagine the pressure would exceed the water pressure in the tank.

Regarding the stratification efficiency, its an interesting question. In a narrower tank there is less area of contact between the hot and cold water so my bet would be on the narrow cylinder being better.

Posted by: @bontwoody

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Regarding the stratification efficiency, its an interesting question. In a narrower tank there is less area of contact between the hot and cold water so my bet would be on the narrow cylinder being better.

My thinking exactly, but I don't know whether it would be significant enough to be concerned over.

Given how long you've waited for a replacement, I doubt you're minded to reject it for a like-for-like slimline replacement.

@old_scientist that was my feeling so long as the unused coil didn't prove to be an issue 😁

Posted by: @bontwoody

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So after waiting over 3 weeks for a replacement cylinder, it arrived yesterday and the installer arrived this morning. Unfortunately he didnt know what the job was prior to getting here and didnt have the required fittings so will have to come back (3 hour drive from Brecon).

The amount of times this happens is staggering. Driving across the country to do a job and not fully briefed or prepared. Was this an installer from Mixergy or someone that was assigned to you? Truly staggering.

@editor someone Mixergy assigned Mars.