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Wireless Receiver not working and waiting on support team

Zeus
Zeus
edited November 2024 in General Questions & Topics

Hi all,

I have fitted three systems for family and all was working fine. Until thursday night

On my sons system

central heating stopped working, no power to boiler no lights working on Wireless Receiver, changed fuse on spur, boiler lights came on but no lights worked on Wireless Receiver. tested power to Wireless Receiver and it was fine. tried restart/reset of Wireless Receiver no lights came on.

This isn't rocket science, if the lights on the wireless receiver don't come on the wireless receiver is probably no good.

Son has no heating and we are awaiting for the support team to get back to us. Thinking of buying another wireless receiver from screwfix and sorting a return with the support team .

Your thoughts

Zeus

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Comments

  • Zero reply from support - purchased a new starter kit from screwfix, son fitted the new wireless receiver, all lights came on, removed old faulty wireless receiver from Tado app and registered the new wireless receiver, all heating profiles worked and the heating came on.

    Just awaiting Tado support to get in touch and sort out a return and refund.

    Zeus

  • policywonk
    policywonk ✭✭✭
    edited November 2024
    If it's still inside the first year you have a legal right to replacement or refund. If you bought the original from screwfix they will refund you without question.
    @Emcee would you please escalate this?
  • Hello @Zeus

    Apologies for the wait, weekends require more time from our support team.

    I see in your chat that you'd like to make a return. As your devices were purchased on Screwfix, I am not sure how this works exactly. In any case, our agents will support if you need anything from tado°'s side.

  • Hi,

    Thanks for the reply, I have had nothing but praise for the tado since I fitted four systems in my family's homes. The only issue I have had in my house is the positioning of the Internet Hub so I had complete coverage to all the devices, which I have finally achieve after finding the sweat spot location for it with only very occasional dropout.

    This was the first occasion when support was needed. I did a quick search to find the warranty period - 10yrs impressive I thought so myself and my son used the support in the app, since then I found the V3 only has 2yrs warranty. After giving the serial number to support neither of use was informed that the Wireless Receiver had been fitted over two years and was out of warranty. Communication/ support was poor IMO. The bot should have been able to prompt us the product was out of warranty.

    So we had to buy a replacement product at our expense anyway. I happen to have a spare Hub and Wireless sensor.

    Hopefully you improve support to help improve the 'Tado' experience for everyone.

    Zeus

  • I’ve just had the same situation,

    Tado receivers should never fail let alone in two years of purchase!

    The website help is just a joke - the helpline ? frightfully nice people but no real urgency.
    They know everything about your system devices when you register them yet they ask when and where they were bought and invoices before they start to replace!

    If a customer spends nearly £1 k on their system - is it likely they expect it to fail within 10-20 years.

    Real customer service would have people who can respond and fix in 24 hrs. Instead they leave you to get a plumber to confirm the boiler is ok ( in December!) then tell you to buy a replacement, then when it doesn’t work reset it from their side. ( They didn’t do that to the first receiver)

    I’ve gone from a real supporter to questioning my decision to replace Hive with Tado.



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