Shower Repair Work Order Created but the Technician Never Called

If a repair work order was opened for your Ella shower unit but the assigned service partner has not called, the phone number in the acknowledgment does not work, or the technician came once and never returned, contact Ella with the work order number and the team will escalate it. Ella does not send technicians for walk-in tubs. Molded shower units are different, because they are repaired in the home under the shower manufacturer's warranty service program. Ella files the service request with that warranty department on your behalf and follows up with them whenever the service partner goes quiet.

How Shower Warranty Repairs Work

Damage to a molded shower shell, such as a surface crack or a finish flaw, is typically repaired on site rather than by replacing the unit. When you report the problem with photos and the serial number, Ella opens a service request with the shower manufacturer's warranty department. You then receive an acknowledgment that lists the work order number, the part and serial numbers, the reported defect, and the service partner assigned to your area, and it may include a link to track the work order online. The service partner is responsible for contacting you directly to schedule the visit.

What to Do When Nobody Calls

1. Locate the work order number in the acknowledgment.
2. Open a ticket at ellasbubbles.com/support or call (800) 480-6850 and give the work order number, the serial number, and what has happened so far, for example no call, a disconnected number, or a technician who did not return.
3. Confirm the best phone number for the homeowner. In some cases the work order was created with Ella's own number instead of yours, which is why the service partner could not reach you.
4. Ella contacts the warranty department with the work order number and asks them to have the service partner call you, correct the contact number, issue a recall work order, or assign a different repair agency.
5. Keep the acknowledgment and note each contact attempt so the team can include them in the escalation.

When the Appointment Is Too Far Out

If the service partner offers a date that does not work, for example because a contractor is waiting to finish the bathroom or you cannot move in until the shower is repaired, tell Ella right away. The team can ask the warranty department to move the appointment up or assign another repair company in your area. Ella cannot promise a specific date, because scheduling belongs to the warranty department and its partners, but the escalation moves faster when the request includes the work order number and your deadline.

How This Differs from Walk-In Tub Service

Walk-in tubs are handled differently. For a tub, replacement parts ship under the lifetime parts warranty and a local licensed plumber or electrician performs the labor, as explained in does Ella send a technician and who services an installed Ella tub. If you are trying to find someone to do tub labor, see who can come out and fix my walk-in tub. The on-site repair program described here applies only to molded shower units sold by Ella.

Related Guides

• Cracked Tub Shell, Door or Shower Base: How to File the Warranty Claim
• Warranty Coverage for Ella Shower Bases: 30-Year Limited Terms and the 10-Day Claim Window
• Warranty Terms for Showers, Shower Doors, Seats, Faucets, Alcove Tubs and the Pet Spa: What Each Published Document Says

Common Questions

Still Need Help?

Open a ticket at ellasbubbles.com/support or call (800) 480-6850 and have your model and serial number ready.