How do I reach a person at Ella if the ticket form or chat fails?

If the ticket form at ellasbubbles.com/support will not submit, or the live chat is not handing you to a person, call (800) 480-6850. The line is answered Monday through Friday, 8:00 am to 5:00 pm Central time, and whoever picks up can take your parts request, hear what photos you have and tell you how the team would like to receive them. The phone line and the ticket form are the two public routes described in How to Reach Ella's Bubbles Support: Hours, Location, the Ticket Form, the Phone Line, Live Chat and What to Have Ready, and live chat is a third route that keeps the same weekday schedule, so between the three there is always a working path to a person.

Why the Ticket Form Is the First Choice for Photos

The ticket form earns its place as the usual starting point for a part request. Each ticket is time stamped the moment you send it, and the team works new tickets in order once the office opens, so a request sent on a Saturday night holds its place ahead of one sent Monday morning. The form keeps your photos, your model number and your serial number together in one thread, so the specialist who picks it up already has the details in front of them and nothing has to be repeated. The specialists reply by email, and the form asks for your preferred contact method, so you can choose phone and include your number if you want a call, or choose email if you would rather not be phoned, and the team honors that choice. None of that is lost when the form misbehaves. It simply means your first message has to travel another way, and the same Chicago team receives it whichever route it takes.

What to Do When the Form Will Not Go Through

1. Gather the two numbers the team always asks for. Your serial number is on the label behind the magnetic access panel next to the door, and photographing the whole label is more reliable than retyping one number. Your model number appears on your proposal or invoice rather than on the tub.
2. Call (800) 480-6850 between 8:00 am and 5:00 pm Central, Monday through Friday. Say that the form did not submit, describe the part you need and mention that you have photos ready. There is no separate number for owners versus shoppers; the same line serves both, and the person who answers can help with technical questions, parts and order questions, or route you to the right person.
3. Ask how the team would like your photos. The team is glad to handle things by chat or by email instead of a call and continues from wherever you left off, so the person on the line can set up the written record with you rather than sending you back to a form that is not working.
4. If you reach the line outside the window, leave a voicemail with your name, your number and a short description of the part. Say the number slowly and make it the number you actually answer. The team responds during business hours, and Ella's Bubbles does not publish a guaranteed call back time, so plan to be reachable during the weekday window.

Getting a Person in the Live Chat

Live chat on ellasbubbles.com is staffed by the same team that answers the phone, during the same Monday through Friday, 8:00 am to 5:00 pm Central window. When you open it you may be greeted by an automated assistant, which can answer many common questions on its own. It is not meant to keep you from a person. A team member takes over when you ask to speak with a person, or when the question needs a human to answer, so the fastest move is to type plainly that you would like a person. You do not need to argue with the assistant or repeat yourself. If you have asked and nobody has taken over, check the clock first. A chat message sent in the evening or over a weekend waits until the office opens, and that is the schedule rather than a fault. When will a real person reply to me in the Ella live chat? covers the handoff in more detail. Once a person is in the chat you can ask for the transcript to be emailed to you, and Can I get a copy of my support chat sent to me by email? explains how to have it re-sent if it never arrives.

Old Numbers and Addresses That No Longer Work

Over the years a number of other phone numbers and email addresses have circulated in chats, old manuals and staff signatures, and some of them no longer work. If a number you were given is not in service, or a message to an old address goes nowhere, that is not a sign the team is unreachable. Call (800) 480-6850 or open a ticket at ellasbubbles.com/support and the team picks up right where you left off. The same applies to a contact detail printed in a manual that came with the tub years ago. The routes on this page are the current ones, and every older path leads back to the same people. Lifetime technical support comes with every Ella tub, no matter where it was purchased, so you are never routed away because of where you bought.

Every Route When One of Them Fails

The difference between these routes is not the people, who are the same team, but what each one keeps and when it is open. A ticket is the best written record because it holds your photos with your serial number. A call is the fastest way to a person during the window and the natural backup when the form fails. A chat is immediate during staffed hours once you ask for a person. Because every route follows one weekday schedule stated in Central time, convert from your own time zone before deciding whether the office is open, and give yourself some margin at the start and end of the day. What are Ella's Bubbles phone hours, and is the line open 24 hours? gives the full schedule, and Can I place a walk-in tub order on a Sunday or weekend? explains what happens to a request that lands while the office is closed.

Related Guides

• Where to find your walk-in tub model and serial numbers
• Ordering a Replacement Part by Order Form or Phone

Common Questions