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A. O. Smith Customer Service: Warranty and Tech Support

A. O. Smith customer service assists homeowners, contractors and commercial customers with water heater technical support, warranty verification, replacement parts, product manuals, error codes, repairs, product registration and complaints.

The correct support process depends on whether the problem involves a residential tank water heater, gas tankless model, electric tankless model, heat pump water heater, expansion tank, commercial equipment or water-treatment product.

A. O. Smith Customer Service Help by Issue

No hot water: Locate the model and serial number, check the product manual and contact technical support before purchasing parts.

Water heater leaking: Shut off the water and energy supply when it is safe to do so and contact a qualified plumbing professional.
Gas odor or combustion concern: Leave the area, avoid operating electrical switches and contact the gas utility or emergency services.
Error or flashing code: Record the exact code and water-heater model before calling technical support.

Warranty question: Use A. O. Smith’s online warranty checker or call technical support.
Warranty repair: Locate an A. O. Smith service provider and confirm coverage before authorizing work.
Replacement part: Search by model number or contact A. O. Smith’s parts department.

Installation complaint: Contact the installing contractor first because installation workmanship is generally separate from a manufacturer defect.
Retail purchase problem: Contact the retailer when the water heater arrived damaged, was the wrong model or remains within the store’s return period.
Product recall: Compare the model and serial number with A. O. Smith’s official recall information.

Manual or wiring diagram: Search A. O. Smith’s product-literature library using the model number.
Commercial emergency: Contact commercial technical support or use A. O. Smith’s National Accounts program when enrolled.

How to Contact A. O. Smith Customer Service

Water-heater technical support and warranties: 1-800-527-1953
Warranty and technical-support email: help@hotwater.com
Replacement-parts email: contactus@hotwater.com
A. O. Smith customer-support form: Contact A. O. Smith technical support

Warranty verification: Check an A. O. Smith warranty
Warranty repair provider: Find an A. O. Smith service provider
Replacement parts: Find A. O. Smith water-heater parts
Product manuals and documents: A. O. Smith product support
Product registration: Register an A. O. Smith water heater
Official water-heater website: Hotwater.com
A. O. Smith corporate website: AOSmith.com

A. O. Smith Water Products customer-support address:
500 Tennessee Waltz Parkway
Ashland City, TN 37015

Fax: 1-615-792-2163

A. O. Smith Technical-Support Hours

Residential water heaters:

Monday through Friday: 7 a.m.–7 p.m. Central Time
Saturday and Sunday: 8 a.m.–5 p.m. Central Time

Commercial and gas tankless products:

Monday through Friday: 7 a.m.–7 p.m. Central Time
Saturday: 8 a.m.–5 p.m. Central Time
Closed Sunday

Replacement-parts department:

Monday through Friday: 7 a.m.–5 p.m. Central Time

A. O. Smith’s support pages currently state that live chat is not available. Customers can use the online form, email or telephone support.

A. O. Smith Corporate Headquarters

A. O. Smith Corporation:
11270 West Park Place, Suite 170
Milwaukee, WI 53224

The Milwaukee corporate office is not the best starting point for an ordinary water-heater repair, warranty claim, error code or replacement part. Product concerns should begin with A. O. Smith Water Products in Ashland City, Tennessee.

What to Have Before Calling A. O. Smith

Gather:

The complete model number
The serial number
The installation date
The purchase receipt or invoice
The name of the installing contractor
The fuel or power type
The tank capacity or tankless model
The exact error or flashing code
A description of the problem
Photographs of the rating plate and installation
Previous technical-support or warranty case numbers

Do not remove the rating label from the water heater. It contains the information needed to identify the product, verify the warranty and locate the correct manual and replacement parts.

Where Is the A. O. Smith Model and Serial Number?

The model and serial number are normally printed on the water heater’s rating plate.

On a tank-style water heater, check:

The side of the tank
Near the gas control valve on a gas model
Near the upper or lower access panels on an electric model
Near the energy or warning labels

On a tankless water heater, check:

The side of the cabinet
Inside the front cover
Near the plumbing or gas connections

Take a clear photograph of the entire rating plate before calling.

Scan the Product QR Code

Many newer A. O. Smith water heaters have a QR code that can connect the owner to model-specific information.

Depending on the product, the QR code may provide:

Manuals
Warranty information
Replacement parts
Troubleshooting information
Technical-support preparation
Product registration

Use the QR code attached to the actual water heater rather than a code found on an unrelated online image.

How to Check an A. O. Smith Warranty

Use A. O. Smith’s online warranty-verification tool and enter the serial number.

The results may show:

The original warranty period
The warranty start date
The estimated expiration date
Previous replacement information
Whether additional proof of purchase may be required

Warranty length varies by model and product category. Do not assume that every A. O. Smith water heater has the same six-, eight-, 10- or 12-year warranty.

When Is Proof of Purchase Needed?

Keep the original receipt or installation invoice.

Proof of purchase may be especially important when:

The serial number indicates that the water heater appears outside its warranty period.
The unit was stored before installation.
The installation date differs substantially from the manufacturing date.
The water heater was purchased online or through a retailer.

The unit was installed in a newly constructed home.

The invoice should ideally identify:

The model
The purchase or installation date
The seller or contractor
The installation address

Registering an A. O. Smith Water Heater

Product registration can help establish ownership and allow A. O. Smith to send important product notices.

Registration does not replace:

The written warranty
Proof of purchase
Proper installation
Required maintenance
Compliance with warranty conditions

Save the registration confirmation and purchase receipt together.

What Does an A. O. Smith Warranty Cover?

Coverage varies by model, but a residential warranty may separately address:

The water-storage tank
Functional component parts
Heat exchangers on qualifying tankless products
Specific factory-supplied components

Read the warranty sheet for the exact model.

A warranty replacement does not necessarily include every related cost. Depending on the warranty and circumstances, the owner may remain responsible for:

Diagnosis
Labor
Permits
Transportation
Removal and disposal
Code-required upgrades
Changes to water, gas, venting or electrical connections
Difference in price for another model

Ask what A. O. Smith is authorizing before agreeing to the work.

Problems That May Not Be Manufacturer Defects

A water-heater problem may result from:

Improper installation
Excessive water pressure
No thermal-expansion control
Incorrect electrical voltage
Improper gas pressure
Incorrect venting
Water quality
Sediment or scale
Flooding
Freezing
Dry firing
Unauthorized modification
Failure to maintain the product

The technical-support representative or service provider may need to determine the cause before approving a warranty claim.

How to Obtain A. O. Smith Warranty Service

Locate the model and serial number.
Check the online warranty status.
Call technical support or submit the online form.
Describe the problem and any error code.
Obtain a technical-support or warranty reference number.
Contact an approved local service provider when directed.
Confirm which parts and costs are authorized.
Retain the repair invoice and replaced-part information.

Do not discard a failed part or water heater until the manufacturer, distributor or service provider confirms that it is no longer needed for the claim.

Warranty Repair Versus Warranty Replacement

A service provider may first determine whether the product can be repaired.

Possible resolutions include:

Troubleshooting or adjustment
A replacement component
Authorization for a tank or product replacement
A request for additional diagnosis
Denial when the failure is outside warranty coverage

A leaking tank may be handled differently from a replaceable thermostat, heating element, gas control, igniter, sensor or other component.

Who Pays the Contractor?

Confirm:

Whether the contractor bills A. O. Smith directly
Whether the customer must pay and request reimbursement
Whether diagnosis is covered
Whether labor is covered
Whether travel or emergency charges apply
Whether a permit is required

Do not assume that a replacement water heater means the complete installation will be free.

A. O. Smith Replacement Parts

Search for parts using the complete water-heater model number.

Parts may include:

Heating elements
Thermostats
Gas control valves
Igniters
Flame sensors
Blower assemblies
Control boards
Temperature sensors
Anode rods
Drain valves
Dip tubes
Heat-pump components
Tankless service parts

Contact the parts department at contactus@hotwater.com when the online system does not identify the correct component.

Confirm the Part Before Ordering

Provide:

The complete model number
The serial number
The existing part number
The water heater’s voltage or fuel type
Photographs of the part and wiring
The error code or symptom

A similar-looking component may have a different electrical rating, gas type, calibration, wiring connection or safety certification.

Electrical, gas and combustion parts should be diagnosed and installed by a qualified professional.

A. O. Smith Water Heater Is Leaking

A leak may come from:

A plumbing connection
The temperature-and-pressure relief valve
The drain valve
A heating-element gasket
Condensation
A nearby pipe or appliance
The water-heater tank

Take these steps when safe:

Keep people away from standing water and electrical equipment.
Turn off electricity or gas when it can be done safely.
Close the cold-water supply to the heater.
Protect the surrounding property from water damage.
Photograph the source of the leak.
Contact a qualified plumber.
Call A. O. Smith with the model and serial number.

Do not assume that every puddle means the tank itself has failed. A professional should identify the source.

Water Is Leaking From the Tank

When water is coming through the tank body or bottom:

Turn off the energy supply.
Shut off the water supply.
Contact a plumbing professional promptly.
Verify the warranty.
Do not attempt to patch or weld a residential tank.

Tank leakage normally requires replacement rather than a component repair.

No Hot Water or Not Enough Hot Water

Possible causes include:

Loss of electrical power
A tripped breaker
A tripped high-temperature limit
A failed heating element
A thermostat problem
A pilot or ignition failure
A gas-supply problem
An error or lockout code
Incorrect temperature settings
Excessive hot-water demand
A damaged dip tube
Scale or sediment buildup
A recirculation-system problem

Record whether:

There is no hot water at all.
The water begins hot and quickly turns cold.
The problem affects every fixture.
An error code appears.
The breaker or safety control repeatedly trips.

Do not repeatedly reset a tripping breaker or high-temperature safety control without having the cause diagnosed.

A. O. Smith Gas Water Heater Problems

Possible symptoms include:

Pilot will not light
Pilot will not remain lit
Ignition failure
Gas control flashing code
Burner will not operate
Unusual combustion noise
Soot
Venting or blower errors

Before calling, record the complete flashing sequence or error code.

Do not bypass:

Flame sensors
Thermal switches
Pressure switches
Venting safeties
Gas controls

Stop using the heater and contact a qualified professional if there is soot, a gas odor, flame rollout, melted wiring or suspected carbon-monoxide exposure.

A. O. Smith Electric Water Heater Problems

Common symptoms include:

No hot water
Limited hot water
Repeatedly tripped breaker
Tripped reset button
Burned wiring
Element or thermostat failure
Water leaking around an element

Electric water heaters can contain lethal voltage even when they appear not to be operating.

A qualified person should confirm that power is off before removing access covers or testing components.

A. O. Smith Heat Pump Water Heater Support

A hybrid or heat pump water heater may display errors involving:

The compressor
Fans
Temperature sensors
Air filters
Condensate drainage
Heating elements
Connectivity

Before calling:

Record the error code.
Check and clean the air filter as directed by the manual.
Confirm adequate airflow around the unit.
Check the condensate drain.
Record the current operating mode.
Confirm whether hot water remains available.

Do not block the air intake or exhaust.

A. O. Smith Tankless Water Heater Support

Tankless support may address:

Ignition errors
Venting errors
Low-flow activation problems
Temperature fluctuations
Scale buildup
Recirculation
Freeze protection
Condensate drainage
Gas-pressure or sizing concerns

Have available:

The exact error code
The gas type
The venting configuration
The installation altitude
The number of fixtures affected
The last service or descaling date

Gas pressure, venting and combustion tests should be performed by qualified personnel.

Water Heater Noise, Odor and Water-Quality Complaints

Popping, rumbling or crackling may be associated with:

Sediment
Mineral scale
Heat traps
Thermal expansion
Normal heating and cooling

A rotten-egg odor may involve a reaction among:

The water supply
Bacteria
The anode rod
Water-softening conditions

Do not remove an anode rod or alter the water heater before reviewing the warranty and consulting a qualified professional. The anode helps protect the tank from corrosion.

Water Pressure and Thermal Expansion

A closed plumbing system can experience pressure increases as water heats and expands.

Signs may include:

Water dripping from the relief valve
Pressure fluctuations
Plumbing noises
Premature tank or fixture damage

A plumbing professional can test the static and thermal pressure and determine whether an expansion tank or other correction is needed.

Do not plug, cap or disable the temperature-and-pressure relief valve.

Flood-Damaged A. O. Smith Water Heater

Do not operate a water heater that was submerged or exposed to significant flooding.

Water can damage:

Gas controls
Burners
Electrical wiring
Insulation
Safety devices
Electronic controls

Damage may not be visible.

A. O. Smith’s technical guidance recommends replacement of water heaters and boilers subjected to flooding or extensive water inundation rather than attempting to place them back into operation.

Installation Problems Versus Manufacturer Problems

A. O. Smith manufactures the water heater, but installation is generally performed by an independent plumbing contractor.

Contact the installer when the problem involves:

Leaking plumbing connections
Improper venting
Incorrect gas piping
Electrical wiring
Permit or inspection problems
Drain-pan installation
Expansion-tank sizing
Recirculation piping
Damage to the home
Failure to follow installation instructions

Contact A. O. Smith when the problem may involve:

A factory component
A tank leak
A product-specific error code
Warranty eligibility
Product literature
A recall
An approved replacement part

In some cases, the contractor and manufacturer will need to work together.

Professional A. O. Smith Installation in Palm Beach County

A. O. Smith directs homeowners to local independent plumbing professionals for installation, maintenance and warranty repair.

Homeowners in Palm Beach Gardens, Jupiter, West Palm Beach and surrounding communities can learn about A. O. Smith water heater installation in Palm Beach County from Water Heating Experts.

Water Heating Experts is a Florida-licensed plumbing contractor specializing in water-heater installation and service. It is an independent local contractor and is not A. O. Smith’s corporate customer-service department.

Water Heater Purchased From Lowe’s or Another Retailer

Contact the retailer when:

The box or water heater arrived damaged.
The wrong model was delivered.
Parts were missing before installation.
The order was canceled or delayed.
The product remains within the retailer’s return period.

Contact A. O. Smith for technical questions, product documentation and manufacturer-warranty concerns.

A retail return policy and an A. O. Smith manufacturer warranty are separate.

A. O. Smith Product Manuals and Older Models

Use the A. O. Smith support library to find:

Installation manuals
Owner’s manuals
Parts lists
Wiring diagrams
Service handbooks
Specification sheets
Technical bulletins
Information for discontinued models

Enter the complete model number.

A model may have several series or revisions with different parts and wiring. Do not select a manual based only on tank size or appearance.

A. O. Smith Recall Information

A recall normally applies only to particular:

Model numbers
Serial-number ranges
Manufacturing dates
Components
Product configurations

To check a possible recall:

Photograph the rating plate.
Open A. O. Smith’s official recall page.
Compare the complete model and serial number.
Follow the recall instructions exactly.
Do not continue using a product when the notice directs owners to stop.

Do not assume that every product from the same brand or year is included.

How to Escalate an A. O. Smith Complaint

Identify the product. Record the model, serial number and installation date.
Contact technical support. Call 1-800-527-1953.
Obtain a case number. Record the representative’s name and instructions.
Have the product diagnosed. Use a qualified service provider when required.

Separate the responsibilities. Determine whether the issue involves the manufacturer, installer, retailer or property’s plumbing system.
Submit documentation. Provide photographs, receipts, invoices, test results and error codes.
Ask for the warranty decision in writing. Request the reason when coverage is denied.

Follow up through the existing case. Avoid opening several conflicting claims.
Ask for additional review. Request a supervisor when the documented problem remains unresolved.

Information to Include in a Written Complaint

Include:

The complete product model
A partially masked serial number
The purchase and installation dates
The installer and retailer
The technical-support case number
The diagnosis
The parts or replacement requested
Copies of invoices and photographs
The exact resolution requested

A. O. Smith Water Products:
500 Tennessee Waltz Parkway
Ashland City, TN 37015

Do not mail original receipts or failed parts unless A. O. Smith provides specific instructions.

A. O. Smith Customer Reviews and Complaints

CustomerServiceNumbers.com does not currently have any submitted A. O. Smith reviews. There is therefore not enough CSN review data to calculate a meaningful rating or identify verified customer-service trends.

Common reasons a customer may contact A. O. Smith include:

Warranty verification
Leaking tanks
Error codes
Gas-control or ignition problems
Heating-element or thermostat problems
Heat-pump errors
Tankless-water-heater problems
Replacement parts
Difficulty finding a service provider
Questions about labor coverage
Installation disputes

These are support topics and should not be treated as verified positive or negative CSN complaint trends until customers submit their experiences.

What to Include in Your A. O. Smith Review

A useful review should explain:

The model and type of water heater
The approximate age
Whether it was residential or commercial
The problem or error code
Whether the unit was under warranty
Which support department was contacted
Whether a case number was provided
Whether a contractor diagnosed the problem
What part, repair or replacement was offered
Which costs the customer was required to pay
Whether the issue was ultimately resolved

Do not include a complete serial number, home address, payment information, passwords or other sensitive details.

A. O. Smith Customer Service Frequently Asked Questions

What is A. O. Smith’s customer-service number?

Call 1-800-527-1953 for U.S. water-heater technical support and warranty questions.

What are A. O. Smith’s support hours?

Residential support is available Monday through Friday from 7 a.m. to 7 p.m. Central and Saturday through Sunday from 8 a.m. to 5 p.m. Central. Commercial and gas-tankless support is available Monday through Friday from 7 a.m. to 7 p.m. Central and Saturday from 8 a.m. to 5 p.m. Central.

What is A. O. Smith’s technical-support email?

Email help@hotwater.com for technical-support and warranty questions.

How do I order A. O. Smith parts?

Use the official parts page or email contactus@hotwater.com. Have the complete model and serial number available.

How do I check my A. O. Smith warranty?

Use the online warranty-verification page and enter the water heater’s serial number.

How long is an A. O. Smith water-heater warranty?

Warranty length varies by model. Check the product’s warranty sheet or use the serial-number warranty checker.

Does an A. O. Smith warranty cover installation labor?

Coverage varies. A product or part warranty does not automatically mean diagnosis, labor, permits, disposal and code upgrades are included. Confirm coverage before authorizing work.

How do I find an A. O. Smith warranty repair provider?

Use A. O. Smith’s online service-provider locator or contact technical support.

Who handles an installation complaint?

Contact the installing contractor first for workmanship, piping, venting, wiring, permits or code issues. Contact A. O. Smith when the problem involves the product or warranty.

What should I do if my A. O. Smith water heater is leaking?

Turn off the water and energy supply when safe, protect the property from damage and contact a qualified plumber. Then verify the warranty and call A. O. Smith.

What should I do if I smell gas?

Leave the area, avoid operating switches or appliances and contact the gas utility or emergency services from a safe location.

Where is the model number?

The model and serial number are printed on the rating plate attached to the water heater.

Can I register my A. O. Smith water heater?

Yes. Use the online product-registration page and save the confirmation with the receipt.

Where is A. O. Smith Water Products located?

A. O. Smith Water Products is located at 500 Tennessee Waltz Parkway, Ashland City, Tennessee 37015.

Where is A. O. Smith Corporation headquartered?

A. O. Smith Corporation is headquartered at 11270 West Park Place, Suite 170, Milwaukee, Wisconsin 53224.

How A. O. Smith Compares With Other Water-Heater Brands

Rheem customer service: Manufactures residential and commercial tank, tankless and heat-pump water heaters.
Bradford White: Manufactures water heaters primarily distributed through plumbing professionals and supply houses.

Navien: Focuses heavily on high-efficiency tankless water heaters, boilers and combination systems.

When comparing water heaters, consider:

Fuel or power type
Tank capacity and recovery rate
First-hour rating
Energy efficiency
Venting requirements
Available installation space
Warranty terms
Parts availability
Local contractor support
Installation and maintenance costs

Related A. O. Smith and Consumer Help Pages

Why Trust CustomerServiceNumbers.com?

CustomerServiceNumbers.com has helped consumers locate customer-service information and share their experiences since 2004.

We are an independent consumer-help website and are not owned or operated by A. O. Smith Corporation, A. O. Smith Water Products, Water Heating Experts, Home Depot, Lowe’s or another retailer or contractor.

Our goal is to provide more than a telephone number by helping consumers identify the correct support channel, gather warranty information, distinguish product defects from installation problems and document whether a complaint was resolved.

Share Your A. O. Smith Customer Service Experience

Have you contacted A. O. Smith about a leaking water heater, error code, failed part, warranty claim, tank replacement, tankless problem, heat-pump error, product manual, service provider or installation concern?

Leave a review below and explain which model was involved, the approximate age of the water heater, whether it was under warranty, which support department you contacted, whether a case number was provided, what repair or replacement was offered, which costs you were required to pay and whether the issue was ultimately resolved.

Do not include complete serial numbers, home addresses, passwords, payment information or other sensitive personal details.

Customer Service Information Disclaimer

CustomerServiceNumbers.com is not affiliated with A. O. Smith Corporation, A. O. Smith Water Products, Water Heating Experts, retailers, distributors or independent plumbing contractors. A. O. Smith does not provide customer support through this website.

Water-heater diagnosis, gas work, electrical work and installation should be performed by appropriately qualified professionals. Warranty coverage depends on the product, serial number, installation, maintenance, written warranty and specific facts of the claim.

Contact information and support links are provided to help consumers reach the responsible organization directly. Reviews and complaints reflect the experiences and opinions of individual contributors.

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