I submitted the warranty questionnaire on the support page, what happens next?

Yes, sending in the warranty questionnaire on the support page is the right first step when something on your tub needs attention, and the details it asks for, your serial number, photos of the part involved, a short description of what happens and when it started, and where you purchased, are exactly what the team works from. A reply is not sent automatically in every case, so there is no set date by which someone will contact you, and if you have not heard anything the best move is to follow up at ellasbubbles.com/support or (800) 480-6850 rather than wait. What happens after I submit the warranty activation form? covers the two page form that puts your warranty in force; this page covers the questionnaire you fill out when a part is not behaving, what the team does with it, and when to pick up the phone.

Which Form Did You Actually Submit?

Two different forms on ellasbubbles.com carry the word warranty, and owners often use the word questionnaire for either one. Knowing which you sent tells you what to expect next.

• The warranty activation form. This is the two page form linked at the bottom of every page on the site. It asks for your contact details, the installation address, the tub's model and serial number, and it has an owner section and an installer section that both need a signature. Submitting it is what puts the Lifetime Limited Warranty in force. It does not report a problem and it does not start a claim.
• The support questionnaire. This is the form you reach from the support page when you have a problem to report. It asks for your serial number, photos of the affected part, a description of the symptom and where you purchased. This is how a warranty claim begins, and it is the form most people mean when they say they filled out the questionnaire on the support page.

If you sent the activation form, the registration is filed against your name, the tub's serial number and the installation address, and nothing further is required from you unless the team asks for a missing signature or document. If you sent the support questionnaire, the team reviews it as a claim, and the steps below describe what that looks like. If you are not sure which one you sent, say so when you follow up and the team can tell you what is on file under your name.

What the Team Does with Your Questionnaire

Once the support questionnaire reaches the team, it is handled the same way as any ticket opened at ellasbubbles.com/support, and the full sequence is laid out in How do I start a warranty claim for my Ella walk-in tub?. In outline it works like this.

1. Review. The team reads your description and looks at your photos. Photos of the defective part and a description of the problem are required for verification, so a questionnaire that arrived without them cannot move forward until they are added.
2. Verification. The team verifies the defect or malfunction from what you sent. They may ask a question or two, or suggest a quick check you can do at the tub before anything ships. This is often the first contact you receive, so a reply that asks you to try something is a sign the claim is moving, not a brush off.
3. The part ships. After verification, the replacement part ships to the original customer's address at no charge for the part. Delivery depends on parts availability and your location, which is why the team confirms timing for each specific order rather than quoting a date in advance.

One thing worth knowing up front is that Ella does not send technicians. The warranty covers parts, and the team supports your licensed plumber or electrician from Chicago by phone, email and live video while they do the work. So the outcome of a verified claim is a part at your door and technical support for whoever installs it, not a service call.

When to Expect Contact, and When to Follow Up

There is no automatic confirmation for every submission, so silence after you press submit does not mean the questionnaire was lost, and it does not prove it was received either. The team answers during business hours, 8:00am to 5:00pm CST, Monday through Friday. A questionnaire sent on a Friday evening or over a weekend waits until business hours resume before anyone reads it.

Rather than wait and wonder, follow up. Open a ticket at ellasbubbles.com/support or call (800) 480-6850, give the name on the order, the installation address and the serial number, and the team can confirm your submission was recorded and pick up right where you left off. If your original questionnaire was missing photos or the serial number, attach them to the follow up so the claim can be verified in one pass. Following up does not restart anything or push you to the back of a line; it simply gives the team what they need to act.

What to Have Ready When You Follow Up

The fastest claims are the ones where everything the team needs arrives together. Before you call or open a ticket, gather these.

• Your serial number. It is on the label behind the magnetic access panel next to the door. The panel is held on by magnets and pulls away by hand. The serial number tells the team when the tub was made and which replacement parts are compatible, so the right part ships the first time.
• Your model number, SKU or UPC. These are on your proposal, invoice or order confirmation, and are a useful backup if the serial label is hard to photograph.
• Clear photos in good light. Photograph the part involved and, if it helps show the symptom, take a short video.
• A short description. What happens, when it started, and which control or component is involved.
• Where you purchased. Your Ella dealer or the retailer you bought from.

It is also worth ruling out one common false alarm before you chase a reply. If the behavior you reported is the air system switching itself on after your bath and blowing for a short while, that is the Auto Purge. It starts automatically about 20 minutes after the air pump is turned off, runs for 120 seconds to clear residual water from the air lines, cannot be stopped, and is completely normal. If that is what you saw, there is nothing to fix and no part to wait for.

If Your Questionnaire Was Really the Activation Form

If what you submitted was the two page activation form, the picture is simpler. Activation is required to put the warranty in force, and it is complete only once both the owner section and the installer section are filled in and signed, a copy of the sales receipt is included, and your installer's license and insurance information is attached. If your only receipt is the invoice from your contractor, that invoice counts as your sales receipt. You only need to send the form once; one complete submission with both signatures and the supporting documents is what puts everything on file.

Two fields sometimes worry owners afterwards. The purchase amount goes into the warranty record only and is not printed on anything Ella sends you. Entering your email on the form does not add you to Ella's automated email follow ups, because order follow up emails go to whoever placed the order. The warranty belongs to the first purchaser and is tied to the original installation address, which is why the form records where the tub was actually installed.

If your dealer or installer told you they registered the tub for you, the same lookup covers that. Dealers and Installers: How to Activate the Warranty in Your Customer's Name explains how that registration is filed, and the team can confirm whether it is on record under your name and address. Once your activation is on file, you are also eligible for the Share Your Story program described in Claiming the Free Accessory for Sharing Your Story, which checks for a received activation before it lets you claim.

Common Questions