FAQ and knowledge base
Multitherm's complete knowledge base: requests and appointments, maintenance and regulations, boilers, air conditioners and air-conditioning systems, heat pumps, original spare parts, sales and supply, service areas, safety and payments. The same answers used by the website assistant and on WhatsApp.
How can I request a service intervention?
You can fill in the assistance request form on this site at any time, message us on WhatsApp or call +39 089 385068. The online form gives you a ticket code you can use to follow the status of your request.
What information should I prepare before contacting you?
It helps to have the make and model of the appliance, the serial number if readable on the label, any error code shown on the display, a short description of the symptoms, the full address and a phone number.
Which areas do you cover?
We operate in Pontecagnano Faiano, in Salerno and in the municipalities of the province listed on the Service area page. If your municipality is not listed, contact us and we will assess the request case by case.
What is the difference between maintenance and repair?
Maintenance is a scheduled check and cleaning intervention, carried out according to the manufacturer's instructions to preserve efficiency and safety. A repair addresses a fault that is already present and requires a diagnosis first.
How does the appointment work?
After your request we review the information received and contact you to agree on a day and time window based on your area and the type of intervention. Confirmation always follows a conversation with you: no appointment is confirmed automatically by the website.
What happens if the appliance is under manufacturer warranty?
Warranty conditions are set by the manufacturer and vary by brand, product and installation date. Tell us the make, model and purchase or installation documents and we will check together how to proceed according to the manufacturer's procedures.
When should I stop using the appliance and call urgently?
If you smell gas, see smoke, notice an electrical burning smell, see a water leak near electrical parts, or if someone in the building suddenly feels unwell, nauseous or has a headache: stop using the appliance. Where it is safe to do so, close the gas valve, avoid switching anything on or off and avoid open flames, ventilate by opening windows, move away and call the emergency services and a qualified technician. Do not attempt any repair.
Which checks can I safely do myself?
You can check that power is present and the dedicated switch is on, check the temperature set on the thermostat or remote control, read and note the error code on the display, replace the remote control batteries, and clean the air conditioner filters only if and as described in the manufacturer's manual. Never open the appliance, never touch the gas or refrigerant circuit, never tamper with safety devices and never work on the electrical installation.
How does an authorized technical service visit work?
After your request (website form, phone or WhatsApp) our office contacts you to agree on a date and time slot. The technician inspects the appliance, explains the work required and, if original spare parts are needed, checks availability with the manufacturer. You receive the service document at the end.
Can I follow the status of my request?
Yes. Every request sent from the website gets a code (for example MT-2026-000123). With that code plus the email or phone used in the request you can check the status on the "Request status" page.
Do you service appliances of brands you do not cover?
No. Multitherm works exclusively as the official service network for the brands listed on the Brands page. For appliances from other manufacturers, please contact that brand's authorized service centre.
Do you also work for companies, schools and public bodies?
Yes. Multitherm provides service and maintenance contracts to private individuals, private companies, public companies, schools and institutions, with certified technicians kept up to date through manufacturer training courses.
How often should a boiler be serviced?
The maintenance interval is the one stated in the manufacturer's instruction manual; the energy-efficiency check and the plant logbook follow Italian DPR 74/2013 and the applicable regional rules. If you are unsure about your system's due date, send us the appliance details and we will tell you what applies to your case.
What is the difference between maintenance and the flue-gas test?
Maintenance is the set of operations prescribed by the manufacturer to keep the appliance efficient and safe. The energy-efficiency check (often called the "flue-gas test") is the measurement of combustion parameters with the control report required by law. Both can be performed during the same visit.
What does a scheduled maintenance contract include?
The contract defines the scheduled visits, the operations prescribed by the manufacturer and how service calls are handled. Content is always agreed according to the type of system and its use (home, office, company, school or institution): ask for a quotation stating the model and number of appliances.
Does my system need to be registered anywhere?
The plant logbook and the energy-efficiency control reports must be completed and submitted according to current national and regional rules. The technician hands you the documentation for the work carried out.
My boiler locks out and shows an error code: what should I do?
Write down the code shown on the display plus the brand and model of the appliance: this is what lets us prepare the visit. You may try a single reset as described in the manual; if the lockout repeats, do not insist and contact service, because a repeated lockout indicates a fault that must be checked.
I have no hot water but the radiators work: what causes this?
This symptom can come from several parts of the appliance's domestic hot-water circuit or from its settings. It cannot be diagnosed remotely: the technician checks on site with measuring instruments. Have the brand, model and a description of when the problem occurs ready.
System pressure is low: can I top it up myself?
Your appliance manual states the correct pressure value and the filling procedure. If the pressure drops often there is a leak or a component to check: that requires a technical visit, because repeated topping up does not fix the cause.
Is it better to repair the boiler or replace it?
The decision depends on the appliance's age, the availability of original spare parts and the repair cost compared with replacement. The technician inspects the appliance and presents the options; Multitherm handles both service and the sale and installation of new appliances of the brands we cover.
The air conditioner barely cools: what should be checked?
Check that the indoor unit filters are clean and the outdoor unit is not obstructed: these are the only operations you can safely do yourself. If the problem remains, technical checks on the refrigerant circuit and electronics are needed, which require tools and certification.
How often should air conditioners and air-conditioning systems be serviced?
The interval is stated by the manufacturer in the appliance manual and depends on use: a system in an office or commercial space runs many more hours than a domestic one. Tell us the brand, model and type of use and we will tell you what your appliance requires.
Water drips from the indoor unit of my air conditioner.
This is usually related to the condensate drain or a very dirty filter. Switch the unit off to avoid damage to floors and electrical equipment and request a visit: the drain must be checked and restored by a technician.
Do you service VRF systems, multi-splits and chillers?
Yes, for the brands whose official service network we are part of: multi-split, VRF/VRV systems and chillers are handled by our technicians trained by the manufacturers, in residential, commercial and industrial settings.
Do you service and install heat pumps?
Yes, for the brands we cover: service, scheduled maintenance and installation of air-to-water and air-to-air heat pumps for homes, offices and businesses.
My heat pump consumes more than expected: what can it be?
Consumption depends on set temperatures, building insulation, system settings and component condition. The technician checks parameters and settings on site and indicates useful actions; the cause cannot be established without measurements.
How do I request an original spare part?
Use the form on the Original spare parts page or message us on WhatsApp with the brand, appliance model and, if you know it, the part code. We check availability with the manufacturer and reply with the outcome of your request.
Do you also sell spare parts to installers and other technicians?
Multitherm is an authorized reseller of original spare parts for the brands we cover. State in your request whether you are writing as a private customer or as a company/installer, so we can prepare the right answer.
How do I find the model and code of my appliance?
They are on the appliance data plate (usually on the side or under the casing for boilers, on the side of the outdoor unit for air conditioners) and in the instruction manual. A photo of the data plate sent on WhatsApp is the fastest and safest way.
Do you sell new boilers and air conditioners?
Yes: sale and installation of boilers, air conditioners, air-conditioning systems and heat pumps of the brands we cover, with single replacements for homes and offices and supply for construction sites and apartment buildings. Ask for a quotation on the Sales and supply page.
Do you supply construction sites and multiple units?
Yes. We handle supply for construction sites, apartment buildings, offices and commercial premises. For a quotation, tell us the number of units, the type of appliance required and the expected project schedule.
Does the quotation include installation and disposal of the old appliance?
The quotation is prepared for your specific case and clearly lists what is included. To define it we need the existing system type, appliance positions and any works required: describe them in your request or we can arrange a site visit.
I smell gas: what should I do immediately?
Do not use switches, flames or phones inside the room; close the gas valve, open the windows, leave the building and call the emergency number 112 and your gas distributor's emergency line. Contact service only after people are safe.
I suspect a carbon monoxide leak.
If you feel headache, nausea or drowsiness in rooms with combustion appliances, switch the appliance off, ventilate the room immediately, go outside and call 112. Do not use the appliance again before a technician has checked it.
Can I open the appliance to check it myself?
No. Opening the appliance and any work on gas, refrigerant or electrical parts must be carried out only by qualified technicians: it is a safety matter and affects the warranty and the system's compliance.
Which payment methods do you accept?
We accept credit card payments, in addition to the other methods agreed with our administration office. For companies, institutions and schools, invoicing follows the procedure applicable to the customer type.
Do you issue an invoice and service documentation?
Yes: the required tax and technical documentation is issued for every visit. For invoicing to companies, apartment buildings or institutions, provide the full billing details when you make the request.
How do I check whether my address is in your area?
On the Service areas page you will find a map with the boundaries of the municipalities we cover and a search by street, house number, hamlet, locality or postcode: the result immediately shows whether the address is inside our service area.
My address is outside the area shown: can you still come?
Write to us with the full address and the type of appliance: we assess each case and give you a clear answer, with no obligation on your side.
How does the virtual assistant on the website and WhatsApp work?
The assistant answers only with the information in this knowledge base: services, covered brands, service areas, spare parts, sales, procedures and safety. It does not give prices, response times or remote diagnoses and, when a question needs a technical assessment, it puts you in touch with our team.
Can I write on WhatsApp and send photos of the appliance?
Yes: on WhatsApp you can describe the problem and send a photo of the data plate or of the error code. The information received is used only to handle your service request; you can ask to speak to a person at any time.
How do I ask to speak to a person instead of the assistant?
Write "operatore" (operator) in the website chat or on WhatsApp: the conversation is handed over to our team. You can also call the numbers listed on the Contact page.