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Ensure that Tado Support reply to support requests

SYT
SYT ✭
in Suggestions, Ideas and Improvements

Hello,

I have messaged tado customer support numerous times over the past few days (including setting up new message threads). However, I have not received a reply.

My suggestion for improvement is that you improve this situation and make sure requests for support are answered.

Mine is quite urgent because my tado has stopped working. It no longer turns on the boiler.

Thank you

SYT

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  • Emcee
    Emcee Admin

    Hello @SYT

    I see that you opened several tickets in the last days. This is likely part of the reason it is taking so long for to get an answer: duplicates. Every time you open a new ticket, it (1) takes agents away from their work because they are cleaning out your duplicates and (2) it restarts the clock on your latest ticket, which means it may take more time for agents to get to you.

    Please do not open anymore tickets and wait for one of our agents to get back to you.

    Here are some best practices when it comes to using our Live Chat:

    1- Do not open more than 1 ticket about the same issue.

    2- If your issue arises during the weekend, please be advised that it may take more time to get a response. This is of course not ideal (no one chooses when their technical problems occur), but our agent numbers are limited Saturdays and Sundays.

    3- Make sure you answer the chat questions correctly so that our agents can start helping you as soon as they get to your ticket.

    4- Until you receive a response from one of our agents, you can have a look at our Help Centers (we have 2 Help Centers dedicated to V generations and tado° X) or the community. You might be able to find answers there.

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