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TROUBLESHOOTING-Residential

This piece of equipment requires an experienced electrician to repair. Do not attempt to repair this unit without the appropriate experience

We make numerous types of units. Before you call the factory for help on your unit please obtain the following information.

1.  Serial #-- This is a five digit number beginning with 1 on the front cover of the unit.
2.  Product item number-- The label on the front cover also shows the item number. Examples are
     H 12 2, H-14-2, H-16-2, T-18-4, E-24-4, T-28-4, SP-12-2,etc.

H series was made from 1982 thru 2010
T series made from 2011 on
E series made from 2009 on
SP series made from 2000 on

3.  Download and print the product manual from the website. All operating manuals are published
     on the tanklessheaters.com website. They can be located as part of the troubleshooting area
     or in the product specifications area for the unit you purchased. In that manual is a
     troubleshooting area for each type unit.
4.  Read the manual -especially the trouble shooting area and view the heater in operation so you
     can respond to questions from the factory.

Call us at 800 826 5537. You should get a live person between the hours of 8-7 EST Monday thru Friday. Calls will not be answered after 7 PM EST. If you call back try and speak with the same customer service person that helped you before.

To obtain service you will be required to prove the unit is installed according to the operating manual. I would suggest you send pictures of your current installation to info@hotwaterheater.com before you call if you plan on buying parts.

All our units work effectively the same, except the measurement and switching systems are different. To effectively help us diagnose a problem you will need the following tools.
1.  Amp meter
2.  Continuity tester
3.  Voltage tester

If you do not have these tools you probably should hire an electrician who does.

Download manuals here

H series manual
E series manual
T series manuals
SP series manuals

Filling out and sending us the form at the right will enable us to determine the status of your warranty and also allow us to prepare for the call from your electrician. You can fax them at 1 941 755-6529 or email them to info@hotwaterheater.com This will expedite the process of getting your heater back into optimum operation.

Troubleshooting a problem * required field
Name:*
 
Phone:*
 
Email Address:*
Mailing Address:
 
Please describe the problem:*
 
Model number of product in question:*
Other Model Number:
Date of Invoice/Purchase (M/Y):*
Did you file a Warranty Card?*
Was the unit installed by a licensed Plumber or Electrical Contractor?*
Is the water supply to this heater from a well or city water?*
Has there been a period of time when the unit may have been dry (water shut off)?*
Have you contacted a licensed electrician to do a diagnosis?*
Name of original purchaser (this is to research your warranty):
Tankless, Inc. 2060 Whitfield Park Ave., Sarasota, FL 34243 Phone: 1-800-TANKLESS 1-800-826-5537

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