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Rheem RTREX-13 Tankless Water Heater (C) InspectApedia.com customer service not provided by Rheem nor by EemaxRheem Tankless Electric Water Heater Leak Repair
Tankless & Point of Use Water Heaters, Rheem RETEX & EcoSmart Contact & Warranty Info

Be sure to use the proper connectors when hooking up a tankless water heater like this Rheem RETEX-13 electric unit. Here we describe the cause and cure for a leak and

we give contact information for Rheem and EcoSmart brand electric tankless water heaters, geysers, cylinders, calorifiers and for Rheem water heater installation, operation, & troubleshooting manuals.

Page top photo: a Rheem brand tankless electric water heater, RETEX-13 suitable for point-of-use or small-load hot water supply.

InspectAPedia tolerates no conflicts of interest. We have no relationship with advertisers, products, or services discussed at this website.

- Daniel Friedman, Publisher/Editor/Author - See WHO ARE WE?

Repairing a Leak at a Rheem RETEX-13 Tankless Electric Water Heater

Rheem RETEX-13 tankless electric water heater (C) Daniel Friedman at InspectApedia.comAssembling and installing the RETEX-13 tankless water heater shown here we found a persistent leak at the heater's outlet side that was, with help from Rheem's EcoSmart technical support, traced to having used an improper fitting, and possibly insufficient teflon tape on the joint..

The improper fitting combiation, in turn, was traced in part to having unwittingly bought a water heater that had been returned to the retailer and that was not intended for re-sale.

We had trouble finding the proper contact number and email for technical support, ultimately had success, and share that contact information and leak repair story here.

OPINION: this is a great point of use or small-load tankless water heater, but if you don't call the right number you may have trouble finding customer or installer support from Rheem.

[Click to enlarge any image]

In September 2020, thinking that we should fix the leak shown here by installing a "missing" washer inside of an adapter (1/2" F-compression x 1/2" M-NPT) provided by the company with a Rheem RETEX-13 electric tankless water heater purchased "new" at a Home Depot store, we attempted to contact Rheem.

Rheem doesn't make it easy to call the company for water heater repair for tankless water heaters. However with the contact number that we found and give below you can speak with EcoSmart who support this Rheem product line and who can offer expert help and warranty support.

Use This Number to Contact Rheem for Tankless Water Heater Support: If you need customer support for a Rheem or EcoSmart tankless water heater contact this Eemax support line:

877-474-6473 Monday – Friday 9am / 5pm Est. You will need the model number and serial number of your water heater so have that at hand before calling.

The serial number on Rheem RETEX water heaters is beneath a QR code found on the right side of the heater's exterior and also on a sticker on the original packaging.

Serial number location for Rheem RETEX tankless water heaters (C) InspectApedia.com

You can also send email to

Eco.Support@eemax.com who support installers or owners of Rheem's electric tankless water heater line.

Other Rheem Company Contact Information: From the RTREX-13 IO manual: contact: Manufacturers National Service Department 400 Captain Neville Road, Waterbury, CT 06705 USA Tel: 800.374.8806 Email: Info@rheemus.com (We have not had a reasponse from contact efforts sent to rheemus.com.)

Because it took a couple of days to find success at contacting Rheem's support team for this water heater we include additional Rheem contact information data that was unsuccessful just below.

Watch out: When we had a problem with a missing part and a leaky fitting for a Rheem tankless water heater we tried contacting Rheem and then the company to whom Rheem's website directed us.

The response of the first tech support person with whom we spoke claimed (in error) that there was no customer service support for Rheem electric tankless water heaters.

We describe the telephone numbers that did not work for getting support from Rheem at the end of this article.

Prompt Warranty & Tech Support Response from Eemax

Leak at Rheem RTEX-13 electric tankless water heater (C) InspectApedia.com Daniel FriedmanNext we tried the EeMax website to send a service request to Eemax www.eemaxtankless.com/help/ asking for assistance again 2020/09/21.

We heard back from the company in less than 24 hours.

Thank you for contacting Rheem customer support. First I would like to thank you for being a valued customer and sorry to hear the experience you had.

To better assist on the matter could you please supply the serial number to the RTEX-13 , to document this issue into a warranty claim.

If describing the Rubber/plastic washers per manufacture for installation they are not needed or used.

Teflon Tape could be used to stop any leaks.

If this does not resolve your issues or need further assistance please contact our support line at 877-474-6473 Monday – Friday 9am / 5pm Est


Rheem Electric Tankless Water Heater Leak Diagnosis & Repair

In response to our email discussion EcoSmart / Eemax asked that we contact customer support at 877-474-6473. The email support technician assigned a case number and advised asking to speak with a Tier 2 technical support rep.

We took that advice and spoke with an technical supervisor who was courteous and knowledgeable, leading to excellent warranty support, identification of the parts needed, and their shipment.

Repair parts were received in two days. Below we see the connecting and other parts included with this water heater by the manufacturer.

Rheem RETEX-13 electric tankless water heater shipping protectors & connectors to plumbing (C) Daniel Friedman at InspectApedia.com

Two pairs of connectors are provided, giving the installer the option of connecting the water heater to flexible 1/2" copper tubing using compression nuts and sleeves or connecting the water heater to 1/2" threaded pipe using adapters that are F-compression x M-NPT.

Why was this compression fitting on the RTEX-13 leaking ?

Probably because it was not the right fitting combination for connecting the water heater to NPT / IPT threaded pipe and/or because in error we included the compression sleeve in the F-Compression end of the NPT adapter.

Relying on the parallel threads to seal can be tricky. Further tightening of a parallel threaded fitting might stop a leak IF there are tapered flare joint surfaces or compressed brass ring surfaces inside the fitting.

Adding teflon tape or pipe sealant on a parallel-threaded brass fitting is not always a successful repair for a leak.

You might make this work by winding more teflon tape onto the male fitting on the water heater closer to the water heater's body, so that as you tighten the adapter in place it encounters an increased thickness of sealing teflon tape.

Tightening the female compression-threaded fitting onto a male compression threaded fitting did not stop a leak at the threads at this water heater installation.

Watch out: Take care not to over-tighten these adapters: if you torque or twist the inlet or outlet connections on the tankless water heater you may damage the heating coil and ruin the heater.

Details of the difference between tapered pipe thread or IPT or NPT threaded fittings and parallel threaded compression fittings are discussed

at COMPRESSION THREAD vs PIPE THREAD

In discussing this leak with the manufacturer we replied to the level-1 technical support rep:

About using Teflon Tape - I'll try that when I'm back at the jobsite but be assured that I used teflon sealant at the original installation. When I found the fitting dripping it was significant that the one that drips is the one for which the washer insert was missing.

[Not Really: it was a mistake to rely on the shipping-washer, as we explain below - Ed. ]

When I applied sealant and tightened the fitting further the drip slowed to a seep - much less severe but still a drip.

At that point I had sealed and tightened the fitting so that it was nearly all the way in contact with the body of the heater (over the female compression-thread fitting that's part of the unit) and I was reluctant to press further out of concern for damage to the heater element.

The fittings (brass adapters) as provided from the manufacturer, in the box with the Rheem RTEX-13 (Serial No: G021700048 (sticker on box with QR code) ) are identified as part No. 7 on the heater installation instructions. As found in the box, these fittings included a compression ring.

It appeared to me that when the fitting is *not* used with tubing over which the compression ring has been inserted the compression ring simply bends and squashes if it's left in place - lacking a tubing passed through the compression ring, the brass compression ring left inside the fitting itself will not stop a leak.

Question: am I right that female, compression-threaded plumbing fittings normally depend on the seal of a beveled male fitting against the beveled face up inside the female fitting;

Question: should we tell installers who use the adapters to connect F-compression to NPT that they ought to leave out the compression ring as if it squashes without sealing inside the adapter?

InspectApedia author (& plumber) was Wrong to Rely on a Washer in the Compression to NPT Adapter

Depending on the rubber washer inserted into a compression to NPT adapter might work to stop a leak, but it's a mistake. Our effort to use the compression fittings to connect to NPT fittings was a mistake too.

Discussion with an expert level-2 technician at Rheem customer support (actually at EcoSmart who support Rheem's tankless water heaters) we learned that the black washer relied on to prevent the compression fitting from leaking at the water heater was never intended for that purpose. The rubber washer we thought we needed is in fact only intended to protect the heater connectors from damage during shipping by installation under a red and blue plastic cap on the heater's inlet and outlet ports.

The Rheem EcoSmart technician explained that Rheem's tankless electric water heaters like our RTEX-13 are shipped with two different pairs of adapters intended for use with the heater

Purchase of a "Scrapped" Water Heater that Had Been Returned to the Retailer

Our RTEX-13, purchased from a Duluth Home Depot store in 2020 did not contain both sets of parts. The box and heater looked "new" but in fact it was not ... quite.

How did this happen?

Armed with the Rheem RTEX-13 serial number (printed beneath a QR code on the heater's right side exterior of the heater), the EcoSmart / Eemax representative observed that our water heater had been returned by a consumer to a Home Depot store in 2018 and should have been scrapped!

It was not, it was used, having been re-sold as new to us (the installer), possibly because someone at Home Depot made a mistake, but we'll let that dog sleep alone.

This discovery data underscores the value of providing the individual water heater's serial number to its product support team.

The fact that this heater was in fact not new but a returned item may explain why only one of those washers was found on our unit.

Outstanding Eco Smart & Rheem Warranty Support

EcoSmart, standing completely behind the product, was perfectly willing to replace the entire tankless heater or, if we wished, to let us try first installing the proper NPT pipe adapter fittings that the company would supply.

Once reaching the "right" warranty support people we can report excellent product support for the Rheem RTEX- series tankless water heater line from EcoSmart.

 

Rheem Customer Service Contact Snafus to Avoid

A web search for "Contact Rheem Customer Service" finds

[Rheem] Customer service options are available, please call 1-866-720-2076 (this number is only for tankless water heater customer support; for HVAC-based customer support, please reach out to your local independent Rheem Pro with all service-related questions.)

Watch out: do not bother trying call the Rheem customer service number above: you will be forced to listen to a customer survey that degenerates into offers of cockroach and rat control or insurance policies.

[Note sent to Rheem at https://www.rheem.com/contact/ asking for assistance again 2020/09/21. Any response will be reported here.]

[Note sent to Eemax https://www.eemax.com/contact-us/ asking for assistance again 2020/09/21. Any response will be reported here.]

Contact Rheem Manufacturing Company? - https://www.rheem.com/contact/

Clicking on "Water Heater" on the page loaded by the link above asks if you're asking about a tankless water heater.

Watch out: if you click "yes" you will be redirected to "Our Eemax Customer Service Website" where you can fill in a question about products (nothing about service or parts or repairs). No one responded to a request for support posted at that page.

There you'll find: Eemax, Inc. 400 Captain Neville Drive Waterbury, CT 06705 and eventually a telephone number.

Watch out: do not call this number: we called Eemax Technical Support: 800-543-6163 and were told by that company representative that they are a re-seller of water heaters and that they do not and will not assist Rheem customers.

 

Rheem Tankless Water Heater Manuals & Repair Guides

Rheem Manufacturing Co., in business since 1930, produces commercial and residential water heaters as well as HVAC equipment sold under many brand names including Ruud and other companies listed below.

Rheem is a subsidiary of Paloma industries. Rheem equipment is produced and sold in Argentina, Armenia, Australia, Bahrain, Chile (CEM S.A.) , China, Brazil, Canada, Iraq, Kuwait, Mexico, New Zealand, Oman, Qua tar, Saudi Arabia,Singapore, the UAE, Ukraine, and the United States.

Also see



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