Troubleshooting spa packs

by Sally Bouorm | June 1, 2013 8:54 am

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By Kelly Robillard

With the growing number of aging spas/hot tubs in the marketplace, the service sector is expanding as it did with pool service in the late 1970s. Spa service has a higher perceived value to the consumer as a service technician troubleshooting an electrical or solid state system can be likened to a computer technician debugging a computer.

To be an effective service technician, one must be qualified, equipped with the proper tools and replacement parts, and able to complete the repair in as few trips as possible. Extra time spent performing a thorough check on the first call can probably be chargeable, but return trips may not.

Troubleshooting is the diagnostic part of spa repair. Once the problem is determined, replacing the defective part is usually an easy task; however, pinpointing the problem is another matter. Critical thinking is required to gather and sort all of the information and proceed in a logical step-by-step manner to find the problem. In this case, spa service technicians must be knowledgeable in the fields of plumbing, electricity, chemistry, and problem solving to be effective on the job.

Gathering information

When the customer calls for service, it is imperative to ask as many detailed questions about the spa as possible. Is the spa indoors or outdoors? What brand of spa and what equipment does it use? Ask the caller for the model numbers of the equipment and if they can send a digital photo for more clarity about the issue. The more a service technician knows about the spa, the more they can prepare by having the right parts on hand. Further, contacting the parts supplier and/or spa manufacturer for information on which parts may be required for that particular model or what to look for during the initial service call will also help.

Being diligent about gathering as much information on the spa as possible can prevent the need for a return trip. Do not hesitate to call the spa manufacturer’s ‘800’ number with any questions. Therefore, look for the manufacturer’s information (e.g. owner’s manual, wiring diagrams, toll-free help lines, etc.). It is also important to gather as much information related to the specific problem. The following questions will help narrow things down:

1. Has the problem happened before?
2. Was it previously repaired?
3. When was the spa water changed last?
4. Was the spa operating before this issue came up?
5. Did the customer attempt to restart the spa?

Do not rely on a simple verbal description. When possible, have the owner demonstrate what happened and what they did. For example, if the customer says they ‘pushed the reset button,’ which one did they push? Was it high-limit or ground fault circuit interrupter (GFCI)?

It is also important to look at the entire picture to determine which spa features and functions work and which do not. The following are some basic checkpoints technicians should look at:

1. Is the water level high enough?
2. Does the spa use a pressure or suction style filter?
3. What are the control features?
4. What is the filter cycle/mode set for?
5. What is the quality of the spa installation?
6. Is the spa well insulated or over insulated?

Take notes and, if possible, take pictures. By making a list of all the equipment, including voltage and amp ratings, the technician will be better able to match a replacement. This information is integral to getting the spa working properly and the technician will benefit by having detailed notes for future service.

Become acquainted with the control system

Most spa service technicians will agree, when performing a service call, the spa owner customarily follows the technician to the spa area and, after opening the box and finding a mass of parts and wiring that looks like a bowl of cooked spaghetti, they typically ask, “What do you think the problem is?” and “How much is this going to cost?”

[2][3]Before coming to any quick conclusions, take the necessary time required to become familiar with the components and circuits. Identify them by getting the make and model of the control system and various components such as the circuit board and panel. Are there dip switches or jumpers that need to be configured for the equipment? What voltage does each piece of equipment require?

To determine this, find the neutral bar or connections. Any load that connects back to neutral must be 120 volts. This information can also be used to determine pump and blower voltages. Then, with the power turned off, follow the various circuits. Cut any wire ties (reapply when the diagnostic is complete). Start at the source, follow through the various controls to the loads and follow back to the source. Look for common bridged connections and determine if these groups of connected wires are on the line side of the switch or load (controlled) side.

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Look for any visible signs of a problem. Are there any burnt connections, brittle wiring, or charred contacts? Are any components rusted or corroded from poor equipment location? Does the pump seal look like it has been leaking for some time?

If the technician does not recognize and understand every part when examining the components, they should stop what they are doing and close up the box. If the person is not qualified, they may be endangering themselves and the customer. In this case, explain to the customer that it is necessary to refer back to the manufacturer in order to properly asses and correct the problem.

Is the spa properly installed?

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Many spas are sold by mass merchants and installed by the consumer. Therefore, the technician will need to ensure the spa is installed properly and the GFCI (make sure there is one) is wired correctly. Another consideration is to make sure everything is properly grounded and bonded.

Test the supply voltage

Many faults are the result of improper source voltage, especially with solid state electronic systems. Determine the voltage at the panel, on line one, line two, as well as through neutral and ground. Next, test the incoming voltage at the control pad. Is it the same? A drop of as little as five per cent can cause contactors to chatter, motors to run hot, and key pad errors to appear.

Determine the problem

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Use a multi-meter to check voltage on the line and load side of components, such as relays and the transformer. Check for proper voltage and amperage to the element as well as continuity through fuses and switches to find the faulty component. When testing continuity through switches, disconnect the leads to the component to prevent a false reading from the ‘backdoor’ of the circuit. When testing fuses, remove them from the holder—no voltage should be present.

For instance, when faced with a hot tub that is not heating, check the keypad. Is there a demand for heat and is the heater icon light on? If so, test the voltage at the element. Is there voltage at the element? If so, use an amp meter to determine if the element is drawing power. The amperage reading should equal the wattage of the element divided by the volts going to it. If there is proper voltage at the element terminals but no amperage draw, the element is faulty.

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[7].

Source URL: https://www.poolspamarketing.com/trade/troubleshooting-spa-packs/

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