What is a reasonable time to expect "support?" Now one week and counting
I put in a support ticket a week ago and followed it up with a request via chat bot a day later. The bot claimed that I would hear back within 24 hours but a week later I've had not so much as an acknowledgement that my case is even pending. I can understand that there may be delays at times of high volume - although I don't accept that a heating company should be caught by surprise during winter time - but it's not reasonable to expect a customer to wait indefinitely and just hope that their case may be looked at one day. Having the heating not work when it's getting colder every day is not a lot of fun.
What are other people's recent support experiences? Are other people not getting a response after a week, either? As there seems to be no way to escalate anything, what are my options? It seems a bit expensive to have to rip everything out and install a new system but what am I supposed to do when the heating company basically ignores you after taking your money? Is it even legal to not offer support for a faulty product?
The worst aspect is the complete lack of any kind of communication. Even an auto-response with estimated support times would be something, but as it is I've had absolutely nothing from them. It's frankly appalling. How are Tado not embarrassed by this?