Cracked or Damaged Shower Stall: How the Warranty Work Order and Surface Repair Visit Work

A crack, chip, air pocket, or thin spot on the base, wall, or soap dish of an Ella shower stall is handled through a warranty work order. Ella files the claim with the shower manufacturer's warranty department, which assigns a work order to a local service partner. That partner sends a surface repair technician to inspect the unit and repair the defect where possible. Repairable defects on an installed unit are repaired on site rather than replaced. This applies to one-piece stalls and multi-piece kits, including units bought through a retailer.

Installed or Not Installed Makes the Difference

If the shower is already installed, the work order path is the route, and a technician comes to inspect and repair. If the shower has not been installed yet, contact the team before installing it, because the options for an uninstalled unit can be different. Damage noticed at delivery is a freight matter and must be reported within 48 hours of receipt, with all packaging kept, so inspect the base and every panel before the unit goes into the wall.

What to Send to Open a Work Order

1. Photos that clearly show all of the damage or defect. Hairline cracks are hard to see in photos, so circle them or add an arrow, and include one wide shot showing where the damage sits on the unit.
2. The address where the shower is installed.
3. The name and phone number of the person the repair company should contact to schedule the visit.
4. Proof of purchase, such as the retailer receipt or purchase order number, plus the model number from the packaging or receipt.

Send these through ellasbubbles.com/support or call (800) 480-6850. Once the team has all four items, the work order request goes to the warranty department.

What Happens After the Claim Is Filed

The warranty department creates a work order with a number and assigns it to a service partner in your area, typically a surface repair specialist. Ella sends you a copy of the work order with the partner's name and phone number. The service partner then contacts you to schedule an appointment. At the visit the technician inspects the base and walls for integrity, including voids and air bubbles hidden beneath the surface, and repairs the defect if it can be repaired. Any additional irregularities found during that inspection are noted and addressed under the work order.

What the Work Order Does and Does Not Cover

Damage caused by a dropped tool or an impact during installation is not a manufacturing defect, though the technician will still inspect the surrounding surface for factory voids. The warranty covers the repair of the unit itself and does not reimburse installation labor, time spent, or other incidental expenses. Coverage terms for bases are described in the shower base warranty article, and the general steps for a cracked shell or base are in how to file the warranty claim.

Related Situations

A wall that will not sit square is a different problem from a surface defect; see what to do when a shower stall wall is out of square. Broken glass on a shower door or screen follows the glass panel replacement process. If you bought through a retailer, this article explains how support and warranty work for those purchases.

Related Guides

• Scratches, Scuffs, or Discoloration on the Acrylic: Surface Care and Touch-Up Kits
• Installing Ella Shower Bases, the Flexible Shower Dam, and Shower Walls
• Do Ella Shower Stall Walls Come Smooth, or Only With the Molded Tile Pattern?

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.