Mattress Genie Troubleshoot Quick Reference Guide
There are four basic issues we experience with the Mattress Genie, before issuing a replacement it is important to utilize the troubleshoot guide in order to ensure that the product the customer is using is in fact defective.
4 Common Problems Mattress Genie Customers Have
- The Genie Will Not Inflate
- The Genie Will Not Stay Inflated
- The Genie Will Not Deflate
- Other (ie. Genie keeps inflating/turns on, on its own or Genie Motor is too loud)
The Mattress Genie Will Not Inflate
Problem: This can either be an issue with the motor or bladder, by asking a few simple questions – you can figure out the source of the issue.
Question: Is the motor turning on at all?
Answer: No
If the answer is no, ask them to make sure the switch on the motor is turned on ( I is for ON, and O is for Off). If that doesn’t fix it, ask if they tried another outlet to see if that will fix it. If not, follow warranty/return process to get the defective unit back for testing, and a new unit out to the customer.
Solution: Replace Motor
Answer: Yes
If the customer answered yes to turning on, and just not inflating, have them check the connecting of the hose to the motor and make sure it is locked into the motor. Also have them check that the O-Ring is in its groove on the motor. If the O-ring is not there, send replacement o-rings. If not, it is an issue with the bladder, and you will need to send a replacement.
The Mattress Genie Will Not Stay Inflated
Problem: This can either be a motor or bladder issue. You will need to ask the following questions to determine if it is a motor or bladder issue.
Question: Can you Tell Where It Is Leaking From?
Answer: YES
If the customer knows exactly where it is leaking from
Hole In Bladder/Seam – If this is where it is leaking from, please issue a replacement Genie Bladder
Leaking From Connection – Make sure the hose is connected properly. The Hose should be locked in place, and o-ring in its groove. If that looks good, issue replacement.
Answer: No
If they do not know where it is leaking from, have them check the connections, o-ring, have them use their hand to see if there is air escaping. If all else fails send them a replacement motor. Have them water test the bladder to see if there is any holes with a spray bottle full of soapy water. If there is a hole in the bladder, where it is leaking from will bubble indicating they need a replacement Bladder for their Mattress Genie. If not, it is a motor issue.
Solution: Send Replacement Motor
The Mattress Genie Will Not Deflate
Problem: They have their Mattress Genie inflated, but now it will not deflate at all.
Question: Is the hose clear and kink free?
Yes: If the hose is kink free and in its typical state, you will need to send a replacement motor.
Solution: Send Replacement Motor
No: Have them work out the kinks and make sure the hose is connected properly to the motor. If that doesn’t fix it, for a fast interim fix, have them remove the hose from the motor which will deflate the unit.
Solution: Send Replacement Motor
Other Mattress Genie Issues
You will encounter issues that will not fall under any of the previously stated issues, when that is the case you have to use your discretion on how you handle the troubleshooting. A good rule of thumb is to check to ensure the Mattress Genie is set up properly. Have the customer unplug the Genie for 30 seconds then try inflating and deflating the unit.