What Repair Instructions and Videos Does Ella Give an Installer for Warranty Fixes?

When a part ships under the Lifetime Limited Warranty, it arrives with directions for fitting it, and the person doing the work can also receive the owner's manual, the electrical diagram for that tub and therapy package, step-by-step photo instructions for specific repairs, links to Ella repair videos, and a live phone or video call with Technical Support while they are on site. Ella's Bubbles does not send technicians, so this package is what turns a warranty part into a finished repair by a local licensed plumber, electrician or handyman. The overall model is described in Who Services an Installed Ella Tub? Parts From Ella, Labor From a Local Pro, and What to Do When the Installer or Dealer Is Gone. This page lists what your installer actually receives, and how to ask for each item.

What Arrives with the Warranty Part

A warranty repair starts with a diagnosis, not a part. Technical Support works through the symptom with you by phone, photos and live video to decide which component needs exchanging, and many calls end without a part at all, because the fix turns out to be a reconnected air tube or a cord that was never plugged in. When a part is needed, it is verified from your photos and description, then shipped to the original customer's address with directions for fitting it. The published warranty states that normally parts are sent out immediately.

To reach that point quickly, gather what the team asks for before you open a ticket:

• A one or two sentence description of the symptom, plus photos or a short video of it.
• Your model and serial number, from the label inside one of the removable panels.
• Where and when the tub was purchased, since a dealer installation gives you one number to call for follow-up.

Open the ticket at ellasbubbles.com/support or call your Ella dealer or the team at (800) 480-6850. Who Can Come Out and Fix My Walk-In Tub? covers what to do when the original installer will not come back or the dealer has closed.

Manuals, Diagrams and Accessory Instructions on Request

Everything that shipped with the tub can be sent again as email attachments, which matters when the paperwork left with the packaging or stayed in the installer's job folder. The standard package is the owner's manual, the spec sheet and the cleaning and care instructions for your model. Depending on the repair, the team adds:

• The electrical diagram for your model and therapy package, which is what an electrician wants when the job involves the control box, a pump or the heater wiring.
• Installation instructions for accessories such as the shower column or the 4-fold glass shower screen.
• Links to the Ella videos that show an option in use or an installation step, for example independent foot massage, shower column installation, 4-fold glass door installation, and general installation tips and recommendations.

Manuals and electrical diagrams are written per tub family and therapy package, and the operating pages differ, so tell the team your door style and whether the tub has push controls or the digital touchpad. That way the pictures your installer is looking at match the tub in front of them. I Did Not Receive an Owner's Manual for My Walk-In Tub. Where Do I Get One? explains how to identify the tub so the documents match.

Photo Instructions for a Specific Repair: The Hydro Intake Reseal

For some repairs the team sends its own photo instructions rather than a part. A drip from the hydro pump intake on the underside of the tub is the clearest example. It is fixed by cleaning the fitting and resealing it with 100 percent silicone, not by replacing the pump, and support's photos show both places the water can come from: the suction fitting where the intake pipe assembly passes through the shell, and a silicone plug beside it. The instructions your installer receives run in this order:

1. Try the quick fix first if support suggests it. With the tub drained, clean the old silicone from around the fitting on the underside of the shell, apply fresh 100 percent silicone all the way around, and let it dry overnight before testing.
2. If the drip continues, turn off power at the breaker or GFCI and drain the tub completely.
3. Cut the zip-tie around the intake pipe assembly, taking care with the gray braided hose so it does not break off the pump.
4. Remove the inside screen. Some are held with Phillips screws, and others are threaded and turn counterclockwise.
5. Turn the inside threaded nut counterclockwise with pliers, lift it off, and clean all old sealant from the fitting and the shell.
6. Apply 100 percent silicone, reassemble in reverse order, and let it cure for at least 4 hours. Overnight is the safer choice.
7. Refill above the intake, run the hydro system, and confirm the drip is gone.

If your plumber would rather have a new suction fitting on hand, the team can ship one before the repair so it is there if needed. Ask for it when you request the instructions. The full write-up is How to Reseal a Leaking Hydro Pump Intake on a Walk-In Tub, which also carries the team's standing advice for installers: level the tub and run a water test before it is set permanently in place.

What the Push Button Repair Video Shows

Ella's repair videos are short and aimed at the person holding the tool. The push button video on this page shows how the pneumatic controls work and how to clear the most common fault. Pressing the button sends air down a red tube to the control box, where it trips a relay. The video points out the power indicators on the air massage control box, shows the red tube seated firmly at the box and secured at the button with its locking nut, and then demonstrates an air lock, where the button is stuck in the down position. The fix on screen is to disconnect the red tube at the control box so the button pops up, reconnect it, and press again while listening for the audible click inside the control box that confirms the relay is being activated. An installer who watches it once knows what to check before any part is requested.

Live Help While Your Installer Is on Site

The part of the package that installers value most is the person on the other end of the line. Technical support is free for the life of the tub, and the team answers questions from any licensed plumber, electrician or handyman by phone, by email with photos, or by video chat, FaceTime, WhatsApp or WeChat when a live look helps, during business hours while the contractor is at the tub. Prior Ella experience is not required, because nearly every repair, from a button and air hose to a valve or a control box, is ordinary plumbing and electrical work once the right part and the right diagram are in hand.

Two things to line up before the visit. First, if you need a local professional, the team can check the installer network by your installation address. Some dealers will not work on tubs they did not sell or install, so ask before booking. Second, remember that the warranty is a parts warranty. Labor, removal, replacement, plumbing and electrical connections, and water damage to the home are not covered, and installers operate independently and warrant their own labor. Ask your installer what coverage they offer on the work.

Watch: Push Button Control Issues and Repair with chapters and a full transcript.

Related Guides

• How to Order a Replacement Part for Your Ella Walk-In Tub
• What Happens After a Warranty Part Is Approved: Testing, Where It Ships, Return Labels and What to Keep
• Can I Get an Electrical Diagram or Parts List for My Tub?

Common Questions