In this article we explain what information we need to help you as well and as quickly as possible with problems with heating products.
We always need the following information:
- Full name
- Contact details
- Order number
Additionally, we need different details per problem. We’ll list the required details for these problems:
- Problems with heating
- Problems with multizone thermostat
- In the event of an error message
- Problems with the app
- Problems with the Wi-Fi connection or other communication problems
- Problems with heating
- Brand + type of boiler
- No boiler? Then we would like to know which type of heating is present in your home
- Description of the problem
- What steps have you already completed?
- In the case of a deviating temperature, please state what this deviation is. In this case we would also like to receive a photo of the thermostat display
- How long has the problem been present / when did the problem arise?
- How did you connect the thermostat (on / off or OpenTherm)? If in doubt, send a photo of the connection in the boiler.
- Problems with multizone thermostat
- Information as indicated under the heading "Problems with heating"
- Which products do you have installed? (the different components)
- Have other adjustments been made, such as replacing valves, installing a zone valve, etc.?
- In the event of an error message
- The exact error code(s) that you receive
- An image of the error code
- Does the error recover automatically?
- Problems with the app
- Description of the problem
- How long has the problem been present?
- Have you tested the app on another phone / tablet?
- Have you already removed and re-installed the app?
- Keep in mind that the app or account may be the cause of app-related problems. Only the manufacturer can help you with this.
- Problems with the Wi-Fi connection or other communication problems
If there is a communication error from the boiler module, please send us a photo of the boiler module and boiler
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