At Hoselink, we have invested countless hours perfecting our retraction technology to ensure years of dependable performance.
If your Classic Retractable Hose Reel is failing to retract fully or experiencing resistance, use this guide to diagnose the issue and resolve.
Issues include hoses not retracting in at all (fully out), stopping midway during retraction, or the last 1-5 metres remaining outside the unit.
Resolutions provided below for each symptom.
Warranty: Two year warranty
Hose is all the way out
Symptom: The Classic Retractable Hose Reel hose is fully extended out to its maximum length and will not retract into the casing. The internal spring mechanism is failing to engage despite tugging on the hose, resulting in no retraction.
Causes
Causes
This may be caused from overextending the hose or an issue with the spring mechanism.
Resolution: Reset the hose guide
Resolution: Reset the hose guide
If the hose is over-extended these steps will resolve the issue.
Instructions:
Turn off the water at the tap & release the water pressure from the spray gun.
Standing at the unit, brace unit with one hand and with the other give a few short sharp tugs on the hose.
This should re-engage the feeder mechanism, and the hose should start to retract.
Note: If this does not resolve the issue, this means that the spring is broken.If broken, the spring cannot be repaired. The hose has a two year warranty. To start a warranty claim, contact customer support:
Hose is half way out
Symptom: The Classic Retractable Hose Reel hose has retracted about half way into the casing and will not retract any further. The internal spring mechanism is failing to engage past the halfway point.
Causes
Causes
This is indicative that the internal spring is damaged or snapped.
Resolution
Resolution
The spring is not a replaceable part in the hose reel and cannot be repaired
The hose has a two year warranty.
To start a warranty claim, contact customer support:
Less than 5 metres of hose is not retracting back into reel
Symptom: The Classic Retractable Hose Reel hose has retracted all the way back into the casing, leaving out the last 5 meters and will not retract any further. The hose guide may not be moving correctly or at all, resulting in incorrectly layering of the hose within the reel.
Causes
Causes
This could be caused by several reasons.
Water pressure may cause this - so the first step is always to ensure the tap is turned off and water pressure released from hose, when retracting.
Other reasons may include a misaligned hose guide,a component failure within the hose mechanism or reduced spring tension.
Step 1: Identify the root cause
Step 1: Identify the root cause
Please first diagnose the issue by completing the following steps:
Pull the hose out to full length, turn off water at the tap and depress the trigger/lever of the spray gun to release excess water pressure.
Once fully extended, ensure that the hose is aligning with the left hand side of the hose reel (when you are facing it). If not follow steps below Resolution 1 below.
Retract the hose in slowly, and while doing this, check that the hose is layering evenly across the face of the hose reel. If it is not layering evenly follow the guide below for Resolution 2 below
If hose is not moving at all, and the hose is bunching in one spot, follow Resolution 3 below
Resolution 1: Re-align the hose & guide
Resolution 1: Re-align the hose & guide
When the hose is fully extended out of the reel, the hose should align to the left hand side of the unit (when facing the unit). When retraction begins, the feeder should start moving to the right.
If the hose is aligned to the left, but not fully retracting it may be that the hose may not be layering evenly.
Aligned to the left: Walk the hose back into the unit at a slow, steady pace. The hose should now fully retract.
Aligned to the right: Click the guide below for step-by-step instructions
Resolution 2: Hose not layering evenly
Resolution 2: Hose not layering evenly
Cause
Cause
If the hose is not layering evenly across the face of the hose reel; this means that the guidance tooth is broken. You will notice that as the hose retracts the hose guide will sporadically move, rather than evenly moving all the way to the left and all the way to the right.
The guidance tooth is a small internal piece that guides the hose feeder to layer / track along the front of the hose reel.
Resolution
Resolution
A damaged guidance tooth can be repaired on hose reels purchased 2018 or later. The hose reel will need to be sent back to our Brookvale warehouse to be repaired at no cost by our technician.
The Hoselink customer service team will need to arrange a prepaid Australia Post label for the customer. This is a $30 flat fee for postage to and from Hoselink for hose reels out of warranty only.
To start a warranty claim, contact customer support:
Note: This is a complex and technical repair. It is our recommendation that this repair is completed in our warehouse by our technician.
However, we appreciate that some customers may have the technical expertise to complete this as a self-repair.
For self-repair please follow the instructions below:
Steps:
1. Create a re-tensioning tool - click her for instructions - DIY tool to retension a Classic hose reel spring.pdf
2. Follow steps outlined in this video https://youtu.be/CtD9Rn2CWPg (from the 6 minute mark)
The customer service team can supply a replacement guidance tooth.
Resolution 3: Hose guide stuck in one spot
Resolution 3: Hose guide stuck in one spot
Cause
Cause
If the hose is not layering evenly along the face of the hose reel at all, and the hose is bunching all in one spot, then the cog that guides the feeder mechanism is broken. The hose will retract a way then stop.
The cog, is a small internal piece that sits inside the right of the hose reel, that holds the timing belt and drives the feeder arm to layer the hose. Further details HERE.
Resolution:
Resolution:
The cause of this issue was resolved on hose reels produced from 2017 onwards.
Given the age of the hose reel repair is no longer supported by the Hoselink maintenance team.
However, replacement cogs can be provided by the customer service team for self repair.
Note: This is a complex and technical repair.
However, we appreciate that some customers may have the technical expertise to complete this as a self-repair.
For self-repair please follow the instructions below:
Steps:
1. Create a re-tensioning tool - click her for instructions - DIY tool to retension a Classic hose reel spring.pdf
2. Follow steps outlined in this video https://youtu.be/CtD9Rn2CWPg
The customer service team can supply a replacement cog.
Resolution 4: Reduced Spring Tension
Resolution 4: Reduced Spring Tension
Scope: This resolution should only be pursued when resolutions 1-3 have been addressed have not resolved the issue.
In this instance if 1-2 metres of hose is still left out of the reel, it is then likely to be that the tension on the spring is not strong enough.
While not common, spring tension can slightly reduce over time and after extensive use
Resolution:
Resolution:
Pull the hose out to full length, turn off water at the tap and depress the trigger / lever of the spray gun to release excess water pressure
The momentum helps to retract the hose fully.
Good to Know:
Critical components like the cog and guidance tooth are not available as a spare part on the website . Contact customer support if needed.
Springs cannot be replaced in the reel.
Classic hose reels have a two year warranty.
In warranty repairs do not incur a return postage fee