Requesting service, repairs or parts
What to check yourself before requesting service, which details and photos to send, how to reorder parts and what happens after you submit a report.
- service
- parts
- repair
- contact
Short answer: first work through the checklist below; a large share of reports turn out to be a water level that is too low, a full filter, a tripped residual current device or a lid that does not close. If that does not resolve it, report it via q-rest.nl/garantie with your order number, model and year of manufacture, a clear description, photos or a short video and the exact error code. That way a solution is usually clear within a single contact.
Check yourself first
For all products
- Is the water well above the heater connections (internal: at least 5 cm above the heater rim)?
- Does the lid sit flat and closed, and is it not waterlogged?
- Is there power on the circuit and has the residual current device not tripped?
- Does a display show an error code? Note it down exactly; see error codes on the display.
Wood-fired hot tub or jacuzzi
- Dry, split wood and a well-filled heater; the air vent open; the chimney and spark arrestor clear.
- With an external heater: both connections under water, no air in the pipe.
- See hot tub water not heating.
Electric, hybrid or heat pump
- Setpoint high enough; the element or heat pump is getting flow (filter clean, valve set to Filter).
- Heat pump: the grille clear, free airflow around it.
- After a protection trip: remove the cause and reset once; see electric heating and heat pump.
Jacuzzi
- Jets sputtering: water level above all jets, bleed the pump.
- Jets uneven: air controls open, clean the jet heads; see maintaining jets and technology.
Water
- Cloudy, foam or odour: measure pH, clean the filter, filter for 24 hours; see fixing cloudy water.
Outdoor sauna
- Slow heating: check stones, ventilation and draught; see sauna heater and sauna stones maintenance.
- Electric heater: heavy-duty power circuit and residual current device.
What to send with your request
| Detail | Why |
|---|---|
| Order number | to trace your delivery and specification |
| Model and year of manufacture | to select the correct part; specifications differ per production year |
| Description: what, since when, under what circumstances | to help assess the cause |
| What you have already checked | avoids duplicate work and speeds up the solution |
| Photos or video: overview and detail | to allow a remote assessment |
| Error code or photo of the display | to identify the relevant component immediately |
| Maintenance log (for water or technical issues) | to speed up the assessment; see warranty terms |
What happens after your report
- Your report is assessed based on the description, images and any error code.
- This often leads to a remote instruction or solution, for example a reset, bleeding the pump or a maintenance step.
- If a part is needed, it is selected for your model and year of manufacture and sent or fitted.
- If a visit is needed, an appointment is arranged with you. Make sure the technical components are accessible and, if requested, the tub is empty and cold.
Reordering parts
Frequently requested parts: filter cartridges and filter sand, covers, pumps, control units and sensors, thermometers, heater parts (grates, doors, pipe sets, rain caps, heat shields), ball valves and hose connections, spark arrestors, sauna stones and AquaFinesse consumables. Always provide the model and year of manufacture and, if in doubt, send a photo of the part.
Good to know
- Never work on electrical parts with the power on and do not open the control unit yourself; leave that to a certified installer or the service team.
- Improvised repairs to the heater, flue or pipework can void the warranty.
- Report transport damage on the same day as delivery, with photos.