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Why Some Hot Tub Repairs Require a Second Visit
A minor fix may take one visit. A complex repair may need a second trip.
While a minor fix might mean a one-and-done trip, more complex issues will likely require more than that. To help you know just what to expect, we’ve put together your guide to why some hot tub repairs require a second visit.
You’re enjoying a relaxing soak in your hot tub, unwinding after a long week, when all of a sudden, a noise other than the comforting bubble of the jets catches your attention. Your next step? Probably into the world of hot tub repairs.
Unfortunately, even the best hot tubs will likely require at least a small fix at one time or another, whether it’s due to a part malfunction, damage, or simply age. When that time does come, you want the fix to happen as soon as possible. But how many visits from an expert will it take before your spa is really up and running again? That depends.
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Do All Hot Tub Repairs End on the First Visit?
No, not all hot tub repairs end on the first visit. While simple and minor issues might need only one appointment, there are some cases that will require time to test the tub, diagnose the problem, and order any parts that are needed.
When an immediate repair may be possible
So when will an immediate repair for your hot tub be possible? Here are some instances in which you can usually expect your hot tub repair to be completed in just one visit.
- The problem is easy to diagnose
- Any required parts are immediately available
- No approval is needed
Why a symptom is not the same as a diagnosis
You might be asking yourself, “why would I need a separate trip to diagnose the issue with my hot tub when I can tell them exactly what is happening over the phone?”. It’s a fair question, but the actual process of diagnosing a problem correctly is not usually that simple.
You may be able to tell your repair company what the symptom is: the heater isn’t working, a jet failed, etc., but that doesn’t tell us why that symptom occurred. One symptom can have several different potential root causes. A careful diagnostic is required to be sure the heart of the problem is found, and avoid any unnecessary time or money spent on the wrong fixes.
Why Would a Hot Tub Technician Need to Come Back for a Second Visit?
Just as with any household repair, the most important thing is to get the fix done right so it doesn’t happen again, and sometimes that means a second visit.
The technician needs more diagnostic information
In some cases, the issue might not be constant. If you’re dealing with a problem that lies dormant every once in a while, a technician might not be able to get to the bottom of it until they see the problem on a later visit.
The exact replacement part must be ordered
To make sure the repair is done right, the technician needs to have the right part for your tub’s make and model, which might need to be ordered. This of course means they will need to schedule a second visit once the part arrives to install it.
Warranty approval must be completed
If your repair is covered under warranty, that’s great news, but it also means the process of getting the repair done will need to be approved by the manufacturer so the cost can be covered. The exact process of coverage depends on your manufacturer, so check your specific model’s warranty documents for your particular spa’s conditions. Epic Hot Tubs’ warranty library has this document for each spa’s brand and product line so you can check out where you stand.
For more on how a warranty claim moves from diagnosis to an approved repair, see Epic’s guide to hot tub warranty service.
The required brand-specific part is not available locally
If the part needs to be ordered but isn’t available locally, this can add more time to the process of completing the repair.
What Happens Between Your First and Second Hot Tub Repair Visit?
Waiting for your second visit can be frustrating when you don’t know exactly what’s going on behind the scenes. Here’s what’s happening in between visits.
The technician documents the findings
First, the technician thoroughly documents their initial trip and findings so that the correct next steps can be taken, and so that the visit and diagnosis is on record for the future.
Parts, approvals, and scheduling are coordinated
Once the problem has been diagnosed and documented, the repair team will reach out to the manufacturer for warranty approval, and to order the part that needs to be delivered if necessary. As soon as the part and approval are both ready, your visit will be scheduled.
How to Prepare for the First Technician Visit
You might be wondering what you can do before your first technician visit to make the whole process easier. While nothing can guarantee a fix in just one visit, there are some steps that can make the diagnostic process a bit easier, speeding everything along.
Send details, photos, and videos before the appointment
Make sure to be clear and specific when making your appointment. Give the team the name of the brand and model of your hot tub, and be as descriptive as possible about the symptoms you’re noticing.
Any photos you have of the error code and the issue itself can give the technician a better idea of the problem. If there are any odd sounds, especially if they aren’t constant and might not occur while the technician is on site, record them in a video and send that along as well.
For the full breakdown of what to send and exactly why, check out Epic’s guide on what information to send before requesting hot tub service.
Make the equipment area safely accessible
The quicker the technician can get to the problem, the quicker they can diagnose it. When you’re first placing the tub, you should always make sure to leave room on all sides for easy and safe access. This can even be listed as a warranty condition, depending on your specific spa.
Clear the path to the hot tub before your tech gets there as well. Make sure to move anything that might block access to the hot tub: furniture that might be in the way, plants or planters, or storage bins.
Why a Second Visit Can Be the Better Repair Outcome
Having to wait on a second visit for a repair can seem more like an inconvenience than an advantage, but in this case, patience really is a virtue.
Confirming the cause helps avoid unnecessary part replacement
Instead of rushing to put a bandaid on a problem, a thorough first visit to diagnose it followed by the best fix for the problem, even if it takes another visit, can help avoid a short-term fix that ultimately costs you more time, money, and relaxation time in the long run.
For instance, a pump may not be working correctly. But if it’s the sensor that triggers the pump that is the real source of the issue, an improper diagnosis can leave you with the cost of a pump replacement that never really needed to happen, and an issue that persists.
Sourcing the correct part protects the repair process
Some warranties are very specific about how the repair process needs to be handled, and what part needs to be ordered, in order to have the fix covered. Sourcing the right part and abiding by those restrictions protects the process and your warranty.
What Should You Ask When a Return Visit Is Needed?
If your technician tells you that a second visit will be necessary, here are a few questions you can ask to help you understand exactly how the process will go.
- What did you learn in the first visit?
- Is a diagnosis confirmed, or will further investigation be needed?
- Is a part being ordered, and for which component?
- How does this work with my warranty? Do we need warranty or customer approval?
- What has to be received before a return visit is scheduled?
- What should I do with the hot tub in the meantime? Are there any precautions to be taken?
- What will the charges be for the second visit, if any, and when am I expected to pay them?
Conclusion
A second visit from your technician may not be exactly what you have in mind, but in many cases, it is the only way to be sure your spa is fixed properly and that the repair lasts.
If you’re experiencing issues with your hot tub that might require repair, contact Epic Hot Tubs today. Our hot tub repair service page is the first step toward getting your spa back up and running, the right way.
Frequently Asked Questions
Does a second visit mean the technician missed the problem?
No, a second visit does not mean that the technician missed the problem. Typically a second visit is necessary if they need more diagnostic information, a part has to be ordered, or if they need to wait on a manufacturer for warranty approval before making any repairs.
Why can’t the technician just bring every possible part?
Each make and model of a hot tub is made up of many different and specialized parts. Fitting all of those parts on a truck would be impossible, so many technicians carry any universal parts that can be used on many models safely, electrical components, and plumbing fittings that are commonly needed.
Can photos and error codes prevent a second visit?
Photos and error codes can be helpful for technicians, but they don’t always replace in-person diagnostics. Your technician might still need to more carefully examine your spa first, which may mean one visit to understand the problem and another to bring the necessary parts or complete the repair under warranty.
Why does warranty approval happen after diagnosis, not before?
The warranty approval depends on the actual problem that needs to be repaired, the part needed if any, and the terms of the warranty. Before a warranty can approve anything, a proper diagnosis needs to be performed so we can come to the manufacturer with the correct information about all of those factors.
Will I be charged for both visits?
The cost of two visits will depend on a few factors: your warranty, the issue being resolved, and the service terms for your model. Make sure to ask your technician about a price-breakdown of the fix and clarify whether or not it includes both visits.
How long does it take to schedule the second visit?
The length of time between the first visit and second visit depends on your unique situation, including the estimated time for any parts to arrive, how long it takes a manufacturer to approve if under warranty, and if the problem can be diagnosed in that first visit.
Should I use the hot tub while waiting for the return visit?
It’s best to err on the side of caution about using your hot tub while waiting on the repair to be completed in a return visit. Ask your repair team what they would recommend, as they will have a better idea of the exact safety concerns that can arise from the problem.
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 return repair visit?
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.
