3-day standard for help line answers?
Do I get it right that the helpline needs 3 days to reply to requests? What is the standard for response time?
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Hello @FV123 After the initial install, I've not needed to rely on the formal support team. This time of year is busier on the community forum, notably with new/potential users and their questions. There are many experienced users (including @davidlyall) who are willing to help new (and not so new) users.
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Hello @fV123
I had a look at our ticketing system. Assuming you use the same email address on the community as with your tado° account, I did not see any ticket associated with your email address. Did you receive a "we'll get back to you as soon as possible" message. If not, please try to contact support again. There are instructions on how to do so here.
With regards to wait times, this is the busiest time of the year for us, so patience is unfortunately necessary. 3 days is not typical, however.0 -
I did not state that I have a ticket. I have been reading comments from some 15% of your customers, who rant against your help desk. I am trying to assess, if I use your services and hardware, how much help I can get from your help desk. Do you, at this time of the year, anticipate busy times and react accordingly, e.g. by reinforcing your support functions?
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In my experience, it's never been that long.
At the beginning of last week, I had a weird issue with my extension kit. Raised a query on the chat function and had the initial response same day. The exchange continued by email with generally just a few hours between responses.
My issue wasn't urgent so I was happy with the level of support. Appreciate if you were without heating then it could be frustrating or even dangerous
It'd be great if the annual subscription gave done guarantees on support responses and/or a telephone helpline1
