Determine why it failed
Is the component at fault or is it properly registering another fault? When considering a heating issue, determine if there is a low flow situation. Is the pump running? Is the filter dirty? Are the valves fully opened? Any one of these could reduce the flow through the heater causing an overheat issue. Is the pressure switch opening and closing? When a component fails, does it cause another part to fail? For instance, a relay may fail due to the result of a faulty pressure switch. Was the failed component the proper one? Was there a loose connection? Is the failure the result of improper water chemistry? Is the spa over insulated and a lack of venting is causing the water temperature to be uncontrollable?
In some cases the problem may have several possibilities. For example, an ‘HL’ message on the control panel would indicate a ‘Hi-limit’ situation has occurred. If the ‘HL’ message is still present after the water has cooled down and the system has been reset, this could indicate an issue with the high-limit sensor, or it could also be an issue with the control board. It is not cost effective to have a selection of replacement circuit boards bouncing around in a service vehicle; however, having a few on hand to test different support systems can prove useful.
Record all findings
After replacing the faulty component, keep checking to see if anything else is at fault. In doing this, the testing procedure may need to be restarted, or continued from the first fault. Record all findings, including voltage, amp draw, and maximum temperature as these will be useful if the customer continues to have problems.
Further, always leave a note for the customer that details what issues were found and what problems were fixed should they not be home when the service call is made. One reason why this is important, for example, is in the case of a GFCI that periodically trips. In some cases, the technician may think they have solved the problem, only to leave and the problem reoccurs. This may lead the customer to think the technician did not fix anything or even worse, was never there.
Customer service
Ultimately, the homeowner wants to enjoy their spa as soon as possible. When the issues have been identified and resolved, it is always a good idea to follow up via phone within a week to ensure the issue has been completely resolved and that they are once again able to enjoy their spa.
Kelly Robillard is a technical service manager who has been with Central Spa & Pool Supply since 1999. His expertise is in spa pack service and repair. He can be reached at krobillard@centralspasupply.com.
