The Support Form Is Not Working, How Else Do I Send Photos?

If the ticket form at ellasbubbles.com/support will not go through, call (800) 480-6850 during support hours, Monday to Friday, Central time, and start the request by phone. A part request can be opened from a call with your model, size and shipping address, and the team can take the description of the problem, your serial number, the installation address and where you purchased at the same time. The form remains the most reliable path when it is working, because photos and your serial number travel with the request, so attach the photos there as soon as it accepts them. The same team answers either way, and The Tech Support Number I Have Is Not in Service. How Do I Reach Ella's Bubbles? covers the mirror image of this problem, when the phone number fails but the form works.

Your Routes, in Order

1. Call (800) 480-6850 during support hours. Say that the form did not submit, describe the problem, and ask to open the request from the call. Have your serial number, the installation address and where you purchased ready, because those are the details the team asks for on every request.
2. Outside support hours, leave a voicemail. Give your name, number and a short description of the problem. The team responds during business hours and follows up on the tub issue itself.
3. Try the form again. It is available at any hour, and once it works it is the best way to send photos, because they stay attached to your request rather than arriving separately.
4. Go through your Ella dealer. If you bought through a dealer, the dealer is another route for service. If the dealer has closed, the team can still help, and My dealer closed and I have no receipt, can Ella verify my purchase? explains how your tub is traced without the dealer.

Getting Your Photos to the Team

Photos are part of every part request. The team asks for photos or a short video of the problem plus a description of what is happening, and for a warranty part, photos of the defective part are what the request is verified from. Take them before you call so they are ready: the problem itself, the part it involves, and the serial tag inside the access panel. When you reach the team by phone, say that you have photos ready and ask how they would like to receive them, then send them the moment the form accepts a ticket so the pictures and the call belong to the same request. Many customers send photos first and then get a reply asking for the place of purchase, the receipt and the tub location. That is a normal step, not a sign the request is being questioned, and sending everything together avoids the second round.

Finding the Serial Number Without the Form

Every request starts with the serial number because the factory's quality-control records are kept by serial number, and the tag tells the team when the tub was made, who made it, and which replacement parts are compatible with it. Locate the large access panel on the front of the tub next to the door. It is held on by magnets, so pull it straight off; no tools are needed. The tag carries two sets of numbers: the first is the manufacture date of the tub and the second is the unit's own serial number. Serial formats vary and some begin with a letter, so read it exactly as printed when you give it over the phone. If cabinetry closes in the panel side, the serial number is repeated on the back wall side of the tub shell, and it is also listed in the shipment confirmation and tracking message sent when the tub left the warehouse.

What a Part Request Needs to Finish in One Go

• A description of the problem and which part you need.
• Photos or a short video of the problem.
• The model and serial number from the label inside the removable panel.
• The installation address, which is the location the warranty covers.
• Where you purchased, the purchase date, and a copy of the sales receipt. Dealer customers get the receipt from the dealer, and retailer customers send the complete retailer receipt showing the model. What Proof of Purchase Do I Need for a Warranty Claim? explains why the receipt matters.
• For a purchased part, the model and size from your invoice and the shipping address, so the right part is pulled and shipping to that address is calculated.

If you no longer have the receipt, ask for a copy. It can be emailed, and How to Get a Copy of Your Invoice or Paid Receipt explains the request, including a contractor copy with the pricing removed. If your tub was activated under the warranty, a copy of the sales receipt is part of the activation package and may already be on file. If the dealer is gone, the team can look up the model number, serial number and purchase date from the order record when you give the name the order was placed under, the installation address and the approximate purchase date.

What Happens After the Request Is in

Two kinds of part come out of this process. A part covered by the lifetime parts warranty ships to the original installation address without charge once the team has verified the request from your photos, serial number and proof of purchase. A part that was lost after delivery or that is being bought outright, such as a toe kick panel discarded during a renovation, is treated as a replacement purchase: the team pulls the correct part for your model and size, calculates shipping to your address and sends an order form, and the part is packed and shipped once the completed form comes back. Missing or Discarded Toe Kick Panel: Confirming It Shipped and Ordering a Replacement walks through one of those orders from start to finish, including how the team can show pre-shipping photos of your tub. Replacement parts ship separately from tubs, and the team can tell you what it sees once a part is on its way. For the labor side, Ella ships parts and supports a local licensed plumber or electrician with free lifetime tech support, so the part request is the first step and the installer handles the fitting.

Related Guides

• How to Order a Replacement Part for Your Ella Walk-In Tub
• Common Questions About Replacement Parts: Parts Lists, Diagrams, Photos, Addresses and Old-Part Returns
• How to Reach Ella's Bubbles Support: Hours, Location, the Ticket Form, the Phone Line, Live Chat and What to Have Ready

Common Questions