What you should know before calling in for service

As a service technician, I’ve come across nearly every malfunction scenario possible when it comes to ozone generation. My goal when I receive one of these phone calls is to get customer back up and running in the fastest and least stressful way possible. Often, it only takes a short conversation and an able body in front of the generator to bring everything back to harmony. Listed below are bits of information you should know before you pick up the phone. As the saying goes, “help us help you”.

What you should know:

  • The Problem Details – What specific problems are you having with your ozone generator? The more specific the answer, the better. Often times, a customer will call up and say simply, “my ozone generator is not working”, and our typical response to that is “What is giving you the impression that your ozone generator is not working?”. Getting down to the details of what you think is wrong before you call can dramatically speed up the time it takes to get you back on line. Here are some items that you should check off your list before you make the call.
  1. What are the lights telling you? Almost every ozone generator has some type of indicating light(s) that lets you know if the system is functioning correctly or not.
  2. What are your gauges telling you? If your system is equipped with a P.S.I. gauge or a SCFH flow meter, it would be very helpful to know what those gauges are reading during normal operation.
  3. What is the desiccant media telling you? Most of our systems are supplied with some type of desiccant media that will indicate, by a color change, if you have moisture in air supplied to the ozone generator.
  • Model number – This is the simplest piece of information to collect and usually provides enough for us to start the troubleshooting process. The model number can usually be found on the front of the ozone generator. If this number is not easily identifiable, then search out the data plate sticker which also contains the serial number information. Keep reading to find out where this might be located.
  • Serial number – All of our serial numbers are located on a data plate sticker which, depending on the system you have, is usually located on the one side of the machine’s cover. Other locations might be the underside of the system on the bulkhead, or inside the door of larger ozone generators such as our cabinet systems.

    Sample ClearWater Tech serial number

    Example - The serial number is listed bottom left and date code on bottom right

  • Date of purchase and/or installation – This information is usually determined by looking through your company or personal records and receipts. Knowing these dates can help us quickly determine if your system is within the warranty period (typically one year from date of purchase) and if the repair costs could be covered, should we need to go beyond basic troubleshooting.
  • Name of distributor the system was purchased through (if known) – This information is also determined by looking through your company or personal records. If it is determined after troubleshooting that replacement parts are necessary to bring your generator back to life, we will often provide you with the needed part numbers and have you contact your distributor to purchase the parts.
  • Other helpful tips – If you are willing to take extra steps and do the physical work it takes to get the unit running properly, we recommend that you be in front of the system and have the following on hand before you call.
  1. Philips screw driver
  2. 11/32 nut driver
  3. Multimeter (to measure continuity,  AC & DC voltage)
  4. Wire strippers
  5. 18 awg insulated wire to be used for troubleshooting

If you have any questions, please contact your distributor or ClearWater Tech.

Brandon Turney
Service Tehnician
ClearWater Tech, LLC.
p: 800-262-0203 ×27
f: 805-549-0306

– Brandon Turney, Service Technician, ClearWater Tech, LLC

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