Our Troubleshooting Method

Listen to the Customer

“Low pressure,” “no water” and “the pump is acting strangely” can describe many different problems.

The pressure may be poor only when several fixtures are operating. The pump may start every few minutes during the night. The problem may have begun after a lightning storm, or the water may stop and return after waiting. Those details determine where testing should begin.

Inspect the Entire System

We inspect the pressure tank, pressure switch, controls, electrical connections, valves, filters and visible plumbing.

We also look for leaking fixtures, underground leaks, treatment equipment running to drain and the notorious “my toilet isn’t running” toilet that may actually be consuming water continuously.

Test Under Operating Conditions

We measure electrical and hydraulic conditions instead of relying on assumptions. Testing may include:

• Voltage and amperage
• Resistance and continuity
• Faults to ground
• Starting and running conditions
• System pressure
• Tank air charge and drawdown
• Pump cycling and water flow
• Static and pumping water levels
• Well recovery and available yield

A component can appear normal while sitting idle and fail when placed under load.

Isolate the Problem

Testing at only one location may not reveal whether the problem is in the house, buried wiring, well or pump.

When necessary, we repeat the electrical tests at the wellhead. This separates a pump or motor failure from damaged underground wire, failed controls, poor connections or another problem elsewhere in the system.

Study the Evidence Left by the Well

When a pump must be removed, the well often provides additional information. Mineral staining on the drop pipe can help show where the water level has risen and fallen over many years of pump cycling.

We inspect the drop pipe, wire, check valves, fittings and pump for wear, corrosion, mineral buildup and other evidence. This helps us evaluate whether the original pump was properly sized and whether an upgrade is possible without exceeding the well’s ability to supply water.

Explain the Findings and Options

Once the problem has been isolated, we explain what we found and how the test results support our conclusion.

The correct answer may be an adjustment, a repaired connection, a new pressure tank, replacement controls or a new pump. We recommend replacing equipment only when the evidence supports replacement.

Repair and Verify

After completing the work, we operate the system under realistic conditions. We verify pressure, flow, cycling and electrical operation.

We check for leaks and confirm that the system shuts off and restarts properly. When work is performed at the wellhead, we also inspect the well seal or sanitary cap. The repair is not finished until the system has been tested and the customer understands what was done.

Begin With the Customer’s Experience

Water quality can change gradually, intermittently or only under particular conditions. We establish exactly what the customer is seeing, smelling, tasting or feeling.

• Is it in hot and cold water?
• Does it occur throughout the house?
• Is there staining, odor or sediment?
• Has hardness or taste changed?
• Did the problem begin suddenly?
• Has household water use increased?
• Was the pump system recently serviced?
• Is equipment using unusual amounts of salt or water?

Inspect the Complete Treatment System

We inspect the equipment as a connected system—not simply as a collection of individual tanks.

• Bypass valves
• Programming and settings
• Flow meters
• Injectors and screens
• Brine tanks and salt levels
• Filters and cartridges
• Treatment media
• Chemical-feed equipment
• Drain lines
• Backwash and regeneration cycles

Test the Raw and Treated Water

Whenever possible, we compare water before and after the treatment equipment.

Testing only the treated water tells us whether a problem remains. Comparing raw and treated samples tells us what the equipment is actually accomplishing. Depending on the concern, we may perform field testing, collect samples for a certified laboratory or use both methods.

Confirm Pressure, Flow and Water Usage

Treatment equipment requires adequate pressure and flow to operate and clean itself properly.

A unit may contain the correct media and still perform poorly if the pump cannot provide the necessary backwash rate, the drain is restricted or another fixture consumes water during regeneration.

A running toilet can exhaust treatment capacity, waste salt and water, shorten equipment life and place unnecessary demand on the well and septic system.

Isolate Each Part of the System

When several treatment devices are installed in sequence, we evaluate them individually.

Using sample points and bypass valves, we determine what each piece of equipment is—or is not—removing. This prevents one failed component from being blamed for a problem originating elsewhere.

Correct the Cause, Not Merely the Symptom

The proper solution may involve cleaning an injector, correcting programming, replacing a cartridge, repairing a valve, restoring the proper backwash rate, servicing the brine system or replacing exhausted media.

In other cases, the raw-water conditions or household demand may have changed enough that the original equipment is no longer appropriate. Our recommendation is based on the water test, operating conditions and evidence—not simply the age of the equipment.

Verify the Results

After servicing or installing treatment equipment, we operate the system and confirm that it completes the proper cycle.

We check for leaks, verify settings and test the treated water when appropriate. We also explain normal operation, routine maintenance and what changes the customer should watch for.