tado° X Upgrade Offers

Emcee

Hello community,

Since last week, eligible customers in the UK should have received their tado° X upgrade offers by email.

Eligible customers were those for whom the upgrade was technically feasible, who were with tado° for a defined amount of time, who were subscribed to the newsletter.

Please use this thread to let us know if you did not receive an offer (remember to check your spam folder 😉). The easiest path forward is to contact support via chat and provide your registered tado° email.

tado° cannot guarantee you will get a discount.

If you received a discount that was lower than expected, it is unlikely you will receive a better one.

Martin_G

Hello - I am in the UK and did not receive the UK offer. I am signed up to the newsletter and received the EU offer (which of course I could not take up). Thank you for your help.

Joead

Could you please be transparent on which customers qualify for the larger discounts.

It seems to me some people have had a 50% discount and others a 35% discount.

NeilJones

I'm another UK person who didn't get an offer, despite being subscribed to the newsletter and being told last week that I'd been added to the list (if I wasn't on it already). Junk folder checked!

Thanks.

Bevncl1970

I’m an UK customer who didn’t receive an email discount also

AndyMcG

I was sure I was subscribed too, but didn’t receive the upgrade offer.

Emcee

@Martin_G @NeilJones @Bevncl1970 @AndyMcG
I've been informed there is now an escalation process via the support live chat. This will be the fastest way to get your discount if you are eligible.

Please contact tado° agents via the live chat to double-check if you are eligible for a discount.

TadoUser2

In most cases, those of us in Ireland seem to get UK offers. However, I received the EU offer, but when I went to look at the offer closer, it told me I was effectively a UK customer.

I have not received the UK offer.

(I don't want to change from V3+, I just thought I would mention it as Ireland seems to be a subject of confusion for Tado.)

Emcee

@TadoUser2 and @Martin_G I've inquired about your circumstances, will get back to you, but see my answer to Joead below. It doesn't really make a difference.

@Joead the two offers are based on EU vs. UK pricing. The cost of tado° X amounts to the same once the discounts are applied in both regions. So even if you got the 35%, you'll be paying essentially the same EU residents who got the 50% discount.

Ditsy

I've checked the Tado X compatibility wizard. It's a little vague but my boiler appears to be supported. I've been a customer for approx. 5 years, and I've been on the mysterious list to be contacted for days now. I've pointed out to support that my email address has changed over the years (and therefore I'm not sure whether the discount system has an accurate idea of how long I've been a customer). I offered to supply invoice numbers or similar but support weren't interested. I have no reason to believe that this information was added to the list, so how do I find out whether or not I qualify?

Can anyone who did receive a discount comment on how many years they've been a customer?

@Emcee will support actually tell us if we're not eligible or is the list just a way of telling us to get lost? I suspect most of us would rather just be told we're not eligible than go through this ridiculous back and forth to find out!

samd

@Emcee

So even if you got the 35%, you'll be paying essentially the same EU residents who got the 50% discount.

There are 2 issues at bay here though. One is the pricing i.e. what each location can 'stand' and the second is exchange rates.

Just taking a Smart Rad X as an example, UK will pay, after the Tado discounts £52 and those in Europe £42. That amounts to a considerable difference over a full installation!

NeilJones

@samd "Just taking a Smart Rad X as an example, UK will pay, after the Tado discounts £52 and those in Europe £42. That amounts to a considerable difference over a full installation!"

But, for 4 x TRV bundle:
EU price €370
-50% = €185 = £153 (@£1=€1.20)

-35% = €240 = £200

UK price £260
-35% = £170

So whilst there is a bit of a price difference to update a large system, it isn't the difference between 50% and 35%, especially allowing for FX fluctuations. Just doing the maths on upgrading my 13 x TRV system, I think a 35% discount for me would effectively work out as a 45% discount on EU prices so arguably we're being offered a better deal than many EU customers were.

samd

@NeilJones Unless I am missing something (often happens) you are showing £153 for euro and £170 for UK??

ps I have not received the 'deal' email - 5 years clearly not enough!

NeilJones

You're correct @samd, but the point I was trying to make was that whilst a 35% discount on UK prices might not quite be as good as the 50% discount originally offered on EU prices to some EU customers (£17 more for 4 x TRV), it still represented a better saving than the 35% discount on EU prices which many EU customers were offered (£30 cheaper for UK).

Obviously it would be nice to get a 50% offer from Tado for UK prices, but if they offer me 35% then for my system that would represent the equivalent of a 45% discount against EU pricing which would still warrant consideration.

P.S. And don't worry - I'm still waiting as a 10-year user!

Emcee

Hello everyone, thank you for your feedback.

@Ditsy agents contacted about this discount have been instructed to escalate tickets to a specific team member who will take over these requests.

AndrewD

I've had nothing about an upgrade offer. Not sure how long I've actively been using Tado or what the criteria is but I found a receipt from November 2018 for the kit (though there was a short period when I wasn't signed up for the full service when I moved house).

No idea if I'm signed up to the newsletter or not as I can't find a way to even do so on the Tado website. Seems a bit of an odd requirement to be honest, receipt or not of a newsletter has made no difference to the amount that I've spent on Tado hardware and service over the last 6 months.

I'd be interested in upgrading but at a near £900 one-off hit for the full system including 11 TRVs there's no chance. Lack of backwards compatibility, particularly on ability for multiple bridges (which is my only issue - but a major one) is disappointing to say the least.

NeilJones

@AndrewD

Purely a guess, but knowing how strict German data protection and privacy laws are, it might be that Tado aren't allowed to send any marketing material (including upgrade offers) to existing customers unless they've explicitly opted-in to receiving it (i.e by signing-up to the newsletter).

NeilJones

Hi @Emcee

Are you able to give any indication of when we should expect to hear something by? I escalated via chat on Monday and nothing yet, but I'm not sure if that means I need to be chasing-up or just wait a bit longer.

Thanks!

EDIT: Literally just got the email the minute I submitted this comment :-)

EDIT 2: Got my code, but it tells me it's not valid when I try to use it! (I'm copy/pasting it so I know I'm typing it in correctly) :-(

I'm not sure if it's because I need to be logged in when using the shop (as I think the code is tied to my account), but if I try logging in, I just get taken out of the shop and to the Tado° UI.

NeilJones

Turns out the personal discount code Tado sent me yesterday doesn't work because it's for the EU store 🙄

Emcee

@NeilJones

Could you clarify: was the issue that you were mistakenly in the EU store or that the discount code we sent you was not applicable in the UK?

NeilJones

@Emcee I was trying to use the code in the UK store. Apparently the code I've been sent is 'not for the UK store', so I'm assuming it's intended for the EU store, and I've since noticed that the 'Save xx% for purchases over…' prices in the email are given in €, not £.

I did try to-follow up with someone ('Sven') on chat over this, but after sending a screen shot of the email early today, I've had no response or acknowledgement.

Paultdo

Given the commitment I have to Tado - including smart thermostats on every radiator in the house - the short time limit placed on the offer (expires 18th November) gives a ludicrously limited time to consider the implications, both technical and cost, of a wholesale change. Please seriously consider substantially extending the offer .

Inaki

Hi,

I'm from EU but I didn't receive any discount offer yet ( I'm already subscribed to the newsletter). Do I need to trigger it?

Thanks

Emcee

@NeilJones I'm also having a look into why they sent you that discount code. I assume Sven is going to answer today as well. Will report back.

@Inaki tado° X was released in the EU a few months ago, which means discounts were sent out in the spring / summer. Have a look in your inbox to see if you can find an email. Then contact support via live chat. With or without a code, they will probably have to help you re-activate the code or send you a new one.

ciaranirl

I have to agree with @Paultdo - the offer period is way too short. With the set of tado devices I have right now, even with the 35% discount it'll cost me nearly 900EUR to upgrade. I need a bit more time to contemplate whether it's a worthwhile upgrade or not. A larger discount would certainly be nice too.

malkie0831

I had the offer letter ;last week but considered the time to use the offer too short and the discount not attractive enough. I have found Tado prices even for 'refurbished' units to be easily beaten by buying from other retailers, especially when they have offers and "Black Friday" events. I have just recently added the last Wireless room sensor to my system and I'm happy to wait until the 'X' system is more established.

NeeWii

Hello, I have not received an upgrade offer email. I imagine this might be due to the apparent young age of my account with tado - however I bought multiple V3 starter kits (with lifetime auto-assist inherent in those kits) back in September 2018. The intent was to use a) one for myself and partner, b) one for my mother and c) ultimately have a spare in case something went wrong.

With regards to a) and c), unfortunately my long relationship with my partner ended last year and I moved out, and transferred the original tado account from my email address (i.e. the one I am now using) over to hers, and I repurchased a large volume of tado thermostats this year to get set up in my new home (using that spare bridge purchased back in 2018). Given I purchased the starter kit/bridge over 6 years ago, I would hope that could be taken into consideration when thinking about discounts on tado X and on getting lifetime auto-assist under tado X also. I consider myself a long time tado customer, even if my current tado account age doesn't reflect that!

With regards to the one I bought to set up in my mother's home - we tried my tado devices in her home years ago and as it's a much older house with thick walls, we found signal issues that meant tado wasn't going to be feasible for her at the time. Tado X would appear to have addressed signal issues now and she and I are very hopeful that this now might be a good solution for her - however I would very much like to make sure that lifetime auto-assist will be able to migrate from the V3 bridge I added to her account, over to Tado X, as this is one of the features she (and I) both really appreciate.

Thanks in advance.