Can Ella's Bubbles Diagnose My Walk-In Tub Problem Over Live Video?

Yes. Free lifetime technical support on an Ella walk-in tub includes live video, and Technical Support uses it, along with phone calls and photos, to troubleshoot with you, determine which part needs exchanging, and ship that part under the parts warranty for a local licensed plumber or electrician to fit. To arrange a session, open a ticket at ellasbubbles.com/support or call (800) 480-6850 with your serial number and a short description of the symptom. Does Ella Send a Technician? Parts, Labor, and Free Lifetime Tech Support Explained sets out the model, and this page fills in what a video session is for, how to get one, what to have ready, and what happens afterward.

What a Live Video Session Is for

Ella's Bubbles is the manufacturer, and its Lifetime Limited Warranty is a parts warranty, so it does not dispatch service technicians. In place of a site visit, the team looks at the tub with you through your phone or tablet camera. Nearly every repair on an Ella tub, from a button and air hose to a valve or a control box, is ordinary plumbing and electrical work, and many problems turn out to need no part at all: an air tube that has come off, or a cord pulled loose behind the access panel. A video session lets the team spot those quickly and tell you or your contractor exactly what to reconnect. When a part is needed, the same session helps verify the defect so the replacement can ship.

The session is also open to the person doing the work. Your contractor is welcome to join a live video session, and the team answers questions from any licensed plumber, electrician or handyman by phone or video, so prior experience with Ella tubs is not required. Who Can Come Out and Fix My Walk-In Tub? explains how to line up that local professional, including when the original installer is unreachable or the dealer has closed.

How to Arrange a Session

1. Gather the basics: a one or two sentence description of the symptom, photos or a short video clip of what happens, your model and serial number, and where and when the tub was purchased. The serial label is behind the magnetic access panel next to the door.
2. Contact where you purchased first if a dealer installed the tub, since that gives you one number for follow-up. Some dealers do not work on tubs they did not sell or install, and the next step still applies either way.
3. Open a ticket at ellasbubbles.com/support or call (800) 480-6850, ask for a live video session, describe the symptom and attach your photos.
4. The team arranges the call on a common video app. Its live showroom tours run over Zoom, FaceTime or Google Meet, and the video on this page shows a session being set up the same way: after the online request is received, the team sends a Zoom link for a computer or Android device, or connects by Apple FaceTime.
5. If your contractor will be on site, ask for a time they can join, or give them the ticket details so they can call in with questions during the repair.

What to Have Ready When the Call Starts

• Remove the access panel so the camera can see the pumps, the control box, the air tubes and the cords. Most of what the team needs to see is behind that panel.
• Have the tub's power on so the team can watch the control box, hear the pump and see indicator lights while you press the buttons.
• Keep your serial number, your invoice and any earlier photos within reach.
• Note whether the problem is constant or intermittent and what happened just before it started. Every tub is tested before it ships, so on a new installation the team will first ask exactly what is happening.

What Happens After the Session

If the fix is a reconnected tube or cord, the session ends with the tub working and nothing to ship. If a part is at fault, the team verifies the defect from what it has seen and from your photos, and the replacement ships to the original customer's address without charge, with directions for fitting it. Delivery time depends on parts availability and your location. Your local licensed plumber, electrician or handyman installs the part, and that labor is arranged and paid locally, because the published warranty excludes labor, installation work and any incidental expense of removal or replacement. The contractor's own workmanship warranty covers the labor, so ask for its terms in writing before work begins. If you need a professional, the team can check the installer network by your installation address.

Video Sessions Before the Tub Is Installed

The same live video link is used before a tub is delivered. Because Ella tubs are assembled, jetted and tested to order in Chicago and are not kept on store floors, the team offers live video calls from the Chicago facility to show the models and how each therapy works, as described in Does Ella's Bubbles Have a Showroom in Canada Where I Can See Tubs?. The video on this page shows that kind of call, including a live tub with water in it to demonstrate the jetting options and guidance on taking body measurements for fit. Your contractor can also join a live video session to go over the spec sheet, the electrical diagram for your therapy package and the installation manual before the tub arrives, and Installation Documents for Your Contractor lists what to request. Arrange either kind of call through your Ella dealer or the team at (800) 480-6850.

Watch: At Home Live Video Demonstration | Ella's Bubbles with chapters and a full transcript.

Related Guides

• How to Order a Replacement Part for Your Ella Walk-In Tub

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