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Tado X Offline

TomRadiator
TomRadiator ✭
in General Questions & Topics

So I woke up today and found my whole system offline, I've tried resetting / factory reseeting everything to no prevail. Really not sure how to continue is this common with other users I am thinking of returning as I now have no way of controlling my heating in my house. I thought buying the tado x with matter support would mean I didn't have to deal with these issues. Also there seems to be no ability to contact customer support reliably which adds to further frustration when trying to solve this.

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Comments

  • Emcee
    Emcee Admin

    Hello @TomRadiator

    I see my colleague Sandra has already escalated your case to our hardware specialists. You should expect a reply within the next day. As this is our busiest time of year, so some patience will unfortuntately be necessary.

  • royi
    royi ✭✭✭
    edited November 6

    Majority of users in the UK are still using the old version and haven't upgraded to X yet. With any new products coming out/upgrade you would normally wait up to 6 months for bugs / software issues are ironed out. Your only option is to wait for the Support Team to contact you.

    @Emcee Even though this is your busiest time of year. What is your SLA for dealing with critical issues now that Winter is nearly upon us.

  • Emcee
    Emcee Admin

    @royi

    It depends on how quickly customers answer the preliminary questions they are asked by the bot before being forwarded to an agent.

    Less than 24 hours is the norm during the work week. Customers who write us in the evening, for instance, can usually expect a response by noon the next day. Customers to write in the morning can expect an answer in the afternoon.

    During the weekend, wait times are longer.

  • royi
    royi ✭✭✭

    @Emcee Thanks for responding. Wouldn't it be better to have a dedicated team dealing for the next couple of months of users who are experiencing X issues and bypass the bot and allow them to email Support directly. Up to 24 hours is a long time without heating or hot water or longer over the weekends.

    I remember I had a problem with V3+ nearly 2 years ago and I was able to contact Suppot by email and received an instant response. It was escalated to the technical team and sorted.

    This is the type of support is required. I would even pay for this service if the cost is reasonable (pay as you go or a fixed subscription) and have direct access to the technical team. The cost of calling out a plumber or electrician isn't cheap and the issue might only take 10 minutes to resolve. It might be worth thinking about.

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