Rinnai America customer service: 1-800-621-9419. Hours: Monday-Friday, 7 AM - 7 PM Eastern. Average hold time under 5 minutes — among the best in the appliance industry.
What to have ready
- Model number — from the data plate (left side of cabinet)
- Serial number — same plate
- Error code if displayed
- Install date if known (helps with warranty status)
- Symptom summary — what happened, when, what changes
What Rinnai support can do
- Walk you through error code diagnostics over the phone
- Confirm warranty coverage by serial number
- Dispatch parts to a Rinnai-trained installer (not direct to homeowner)
- Locate the nearest Rinnai-trained installer via dealer locator
- Email you the installation or owner manual if you've lost the printed copy
- Help reset or re-pair the ControlR Wi-Fi module
What they won't do
- Ship parts directly to a homeowner (must go through a Rinnai dealer)
- Dispatch a technician — that's the installer's job; Rinnai pays labor only inside the 1-year window
- Help with non-Rinnai brand questions (Takagi is the AO Smith subsidiary and has its own support line)
Other Rinnai contact points
- Sales / wholesale: ask for the regional Rinnai sales rep — your installer typically has direct contact
- ControlR app support: in-app chat or escalate via the same phone number
- Email: [email protected] — slower response (24-48 hours), but useful for non-urgent issues
Bottom line
Rinnai's phone support is among the most technically capable in the water heater category. Call before you replace parts — they often resolve over the phone what would otherwise be a $300 service call.