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What Information Should You Send Before Requesting Hot Tub Service?
Send the model, the symptom, and what changed right before the issue started.
So, what information should you send before requesting hot tub service? Well, you can save a lot of time in subsequent calls by including a few key pieces of information right upfront: the model and manufacturer of the spa, what exactly the hot tub is doing (or not doing), and anything that may have changed right before the issue started.
Communication is key: That’s just as true for reporting an issue with your hot tub as it is for anything else.
At Epic Hot Tubs, that’s all we need to get the case started and get you on your way to a working hot tub again. Here’s what to expect to make the process fast, simple, and painless.
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What Should You Send When You First Contact Epic About a Hot Tub Problem?
Your first message to Epic Hot Tubs about your hot tub problem should include enough information to open a service case. That includes:
- Your name, address, and contact information
- The brand and model of your hot tub or swim spa
- A summary of the issue (what exactly is the hot tub doing, how long has it been happening, is it intermittent or constant, etc.)
- An error code, if one is appearing on the display
- Photos or videos of the problem
Starting this conversation is as easy as sending a message through Epic’s hot tub repair service. If you include all the information listed above, we can get you connected with the right technician and have you on your way to a fix sooner rather than later.
Why Does a Detailed First Message Matter?
A detailed first message may seem like more of an inconvenience than anything else, but it’s key to getting your repair started. If the first message is a simple “my hot tub isn’t working”, the team will have to follow up at least once to clarify what the problem might actually be. This can add days to the process, and frustration on your side.
Describe What You See, Not What You Think Broke
When you send your first message, you don’t have to diagnose the issue or take any of your own guesses. All you need is a simple but detailed description of exactly what’s happening in front of you.
Be clear and thorough in your message. Something as concise as “the heater is broken” is a good start, but your technician will have more of a headstart with more details. For instance, note the temperature it is stuck at, any error messages or strange displays on the screen, and any other symptoms that have been popping up.
Don’t try to guess at what part is causing the problem, because often one symptom can have multiple causes. Your technician can take the information you give and use it to diagnose the real problem.
A Clear Message Can Reduce Back and Forth
Starting with that clear message will also lessen the likelihood of a lot of back and forth between you and your repair team. Rather than having to follow up just to expand on the initial problem, your technician will be able to take the initial information and set up an appointment to come in and find the issue, and get you back in your hot tub more quickly.
The table below shows what to include for a hot tub service request and why each piece is useful.
| Information | What to send | Why it helps |
|---|---|---|
| Spa identity | Brand, model, serial number | Helps the team pull up the right manual and parts information |
| Contact and location | Name, phone, service address, ZIP | Routes your request to the right person |
| Symptom | Exact behavior, when it began, when it happens | Gives the team a real starting point instead of a guess |
| Display information | Exact error code, plus a photo | Reduces the chance of a mistyped or misread code |
| Photos and video | Wide shot, close-up, control panel, wet area | Adds context that’s hard to describe in words |
| Recent events | Power outage, storm, drain and refill, maintenance | Shows what may have changed right before the issue started |
| Checks attempted | Water level, filter status, breaker position | Saves a round of questions the team would otherwise ask first |
What to Include for Common Hot Tub Problems
So what should you include? We’ve got your guide to make sure your first message for hot tub service has everything it needs to get you on the path to a fix as soon as possible.
Suspected Leak or Water Loss
If you are worried about a leak or water loss, it’s important to gather information about how that water loss is showing up. The easiest way to do this is to record the starting water level on your tub, as well as the level the water ends up at and the time it takes for that level to drop. This can help your team understand just how much water is being lost, and what the cause of the loss might be.
It’s also helpful to note the conditions of the tub when the water loss occurs: Was the hot tub running or switched off? Were the jets on? Are there any wet spots on the cabin?
Our guide on a hot tub losing water without a visible leak can help you understand how and why water can drop even when there’s no obvious leak, and give you an idea of what might be happening with your spa.
Heating, Flow, Pump, Jet, or Control Issues
Heating, flow, pump, jet, or control issues are often indicated by an error message, which should always be included in the initial hot tub service request when available. Beyond that error message, each issue will also come with its own set of symptoms, all of which are important to report.
It can be difficult to tell which facet of your tub these problems stem from, so make sure to note:
- If jets are affected, and if so which ones
- If your spa is unable to reach the desired temperature
- Any noise or odor that you notice alongside the problem
- The last time you cleaned or replaced the filter
Intermittent Electrical or Power Problems
Issues with electrical or power problems should be taken especially seriously and left to the pros, but you can help by noting a few things in your initial message:
- When and how often the spa has lost power
- Any recent electrical work that has been done
- Any flukes with the display, such as flickering or glitching
What Safe Checks Can You Make Before You Submit the Request?
While the final fix should be left to the repair team, there are some safe and responsible checks that you can make before you submit your repair request. Some of the information gained from the following quick looks can be very helpful to include in the message to your repair team:
- How the display looks, and any error messages
- Water level and any noticeable changes in that level
- The position of the breaker
- The condition of the filter
Remember, it’s best to avoid any mechanical or electrical work until a professional can take a look at your spa. The table below draws a clear line between what you can safely document and what should wait for Epic’s team.
| Safe to document yourself | Leave to Epic or a qualified professional |
|---|---|
| Read and photograph the control panel | Open or test the control board |
| Check the water level against normal | Repair a heater, pump, sensor, or wiring |
| Note the breaker’s position | Reset a breaker that keeps tripping |
| Photograph a visibly wet or damaged area | Reach into a wet equipment bay |
| Record unusual noise or flow on video | Disassemble a pump, union, or valve |
| Note recent maintenance or power events | Bypass a GFCI or other safety device |
What Should You Avoid Before a Technician Evaluates the Spa?
The best rule of thumb while waiting for your technician to take a look at your spa? Just keep an eye on the issue, and don’t try to fix it yourself. Any failed attempts to take care of the problem can make it even worse, adding time and cost to the project quickly.
You should avoid the following before your repair team gets there:
- Opening the electrical panel
- Resetting the breaker multiple times
- Taking components apart
- Draining the spa
How Can You Prepare for the First Technician Visit?
While you should avoid DIY fixes before your technician gets there, there are some things you can do to prepare for your first technician visit.
Clear Access Around the Spa
The more quickly and easily your technician can get to the spa, the more quickly and easily they can find the problem. Clear any furniture from around the tub that might block the way, and clear a wide path for getting in and out as well.
A good guideline is typically around two feet of space on all sides of the spa. This gives us plenty of room to work with.
Keep Records and Files Ready
Have your info on hand when the repair team arrives, so that you can answer any questions quickly and clearly. That includes the warranty for your tub, make and model information, any notes about the problem itself, and any videos and photos you have of the issues.
It’s also helpful to note the last time a service was performed, the maintenance history of the spa, and any breaker or power issues you’ve experienced recently.
Copy-and-Paste Hot Tub Service Request Template
Here’s a perfect template for your next hot tub service request. You don’t need to fill out every field, but the more information you include, the more prepared your technician will be.
Name: Phone: Email: Service address and ZIP: Hot tub or swim spa: Brand: Model: Serial number (if available): Approximate purchase or delivery date: When did the issue begin? What exactly is happening? When does it happen? Exact error code or warning: Recent power outage or electrical work? Recent drain, refill, filter, maintenance, or chemical change? Safe checks already attempted and the result: Photos attached: Video attached: For a leak: starting water level, drop, stop level, and wet area: Anything blocking access to the spa? Anything else the technician should know:
What This Process Tells You About After-Sale Support
Asking your spa dealer what their after-sale support process looks like reveals a lot about them. It can tell you how much they value long-term customer relationships and service, which is invaluable in any partnership.
While no one likes to think about something going wrong with their spa, knowing you have a team behind you, and what the process of contacting that team looks like, can give you immense peace of mind when making a major purchase.
Conclusion
Before requesting a hot tub service, the best thing you should know is that your only job is to collect and communicate information about the symptoms. You don’t need to know what part is failing, why it happened, or how to fix it. You just need to know how the issue is presenting itself in your day-to-day interactions with it, in as much detail as you can give. That’s all a successful first message needs.
It doesn’t guarantee a first-visit fix, but it does shave valuable time off the diagnostic process in most cases. If you are experiencing an issue with your hot tub, request service from Epic today.
Frequently Asked Questions
Where can I find my hot tub’s model and serial number?
The location of the model and serial number can vary from model to model and brand to brand, but it’s usually on a data plate located on the cabinet or near the equipment bay. It is also usually found in your owner’s manual.
Can Epic diagnose my hot tub from photos or video?
In some cases, the team may be able to diagnose the hot tub from photos or videos alone, but more often than not they need to be there in person to definitively pinpoint the issue. Those photos and videos can give the team a huge jumpstart in diagnosing the issue though, so it’s important to include them whenever possible.
What should I send if my hot tub is leaking?
If your hot tub is leaking, it’s most helpful to send information about the water levels. Note where the water starts, the level to which it drops, and the amount of time in which that drop happens. Send this information, along with any error codes, information about water puddles or wet spots on or near the spa, and any photos to your repair team in the first message.
Should I turn my hot tub off before the service visit?
This depends on the specific issue you are experiencing, and what your technician advises you to do before they arrive. In many cases, we will ask that you leave your hot tub turned on so that your technician can see the problem in action. However, there are some issues that warrant turning the spa off as a safety measure, such as in the case of a dramatic drop in the water level or constant breaker trips. Make sure to ask your team what the best course of action is for you and your spa.
Should I reset the breaker before requesting service?
You can try resetting the breaker to see if the problem is resolved before requesting service, but if the breaker keeps tripping repeatedly, don’t rely on constantly resetting it. This can be dangerous and might make the problem worse, so it’s best to let your repair team or electrician take a closer look at the problem if it reoccurs.
What if I don’t know which part failed?
If you don’t know which part failed, that’s more than okay. That’s what your repair team is there for. All you need to know is how your spa is acting up, how often it has been happening, and if there are any error messages popping up. The technician will take it from there and use the information and their expertise to get to the bottom of it.
Does sending the serial number mean the repair is covered by warranty?
No, sending the serial number does not automatically mean the repair will be covered by warranty. The serial number simply allows the team to identify your hot tub make and model, and use that information to inform the repair. Every warranty is different, and coverage can vary by component, length of time owned, and more. For more info, Epic’s warranty documents are a great place to find your specific terms.
Have questions, or want to see options in person? Stop by any of our five North Carolina showrooms and talk it through with our team: Raleigh, Durham, Sanford, Charlotte, or North Charlotte. We are open 7 days a week, no appointment needed.
Questions about a hot tub service request?
Call us at 888-884-3742 or fill out the form below. Or stop by a showroom this week.
About The Author:
Richard Horvath
Hot Tub & Spa Expert
Richard has been in the hot tub & spa industry for years. As a long hot tub & swim spa owner himself, Richard has a passion for helping homeowners create their dream backyard.
