DITRA-HEAT Intake Form / Formulare de support DITRA-HEAT

In order to assist you efficiently, we kindly ask that you complete the following form with the relevant information regarding your DITRA-HEAT system. This will help us gather the necessary details to address your questions promptly and accurately.

All required fields in the support form must be completed. They are marked with an asterisk (*).

Are you the property owner AND the primary contact for this issue?*

Yes

No

Primary Contact Information

Please provide the name, phone number, and title (e.g., electrician, general contractor) of the primary contact for this issue.

The primary contact is the person Schluter will refer to for follow-up and communication regarding this issue, ensuring we are able to reach the appropriate person directly.

First name*

Last name*

Telephone*

E-mail*

I am

Company

Property Owner's Information

All cases are opened under the Property Owner's name and address.

First name*

Last name*

Country*

Enter country name if other

Address Line 1*

Address Line 2 (optional)

City*

State

Postal / Zip code*

Province*

E-mail*

Telephone*

Brief description of the issue:

Please provide a brief description of the challenge(s) you are experiencing with your system and any error codes, how long it was functioning before the issue, etc.*

How many systems (thermostat + heating cable or power module + heating cable) do you need support with?*

One

Two or more

Have multiple systems? Once you submit the form to our team, we'll reach out to collect details.

Can you provide additional details or perform troubleshooting steps? This may include system component details, thermostat error codes, disconnecting the thermostat at the breaker, or taking multimeter readings. Select No and Send if you're unable to provide more details. Additional information helps our Technical Services Representative identify the issue more accurately and efficiently.*

Yes

No

Attachments

To help us better understand the issue, please attach any photos or supporting documents (e.g., heating cable layout, thermostat wiring, meter testing, error codes, proof of purchase). You may add multiple files below.

PRO TIP: if you are filling out this form on your phone, you can take photos directly and attach them to this form.

After submitting, you'll receive an email from our Technical Services Representative (TSR) team with your case number and next steps. Depending on the additional troubleshooting needed, this may require an on-site qualified person with a digital multimeter (for resistance, voltage, or amperage testing). A megohmmeter is helpful but optional. During the call, our representative will compare your test results with the cable's identification tag information.

DITRA-HEAT Troubleshooting and Support Request Form