Quality issues

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The display on my Smart Thermostat has failed after only 3 years. As its out of warranty Tado won't replace it. Having to replace one of the main components of the system every 3 years will make the system very expensive. Extremely disappointed by the Customer Service received from Tado and the quality of their hardware, which has left me considering moving to a different brand in the hope of better reliability. I've also stopped recommending the system as a result.
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  • Emcee
    Emcee Admin
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    Hello @Bikermouse,

    Thank you for posting in the community.

    I had a look at your conversation with our support agent. Unfortunately it is true that your device is outside of warranty and therefore all we can do is offer you a 30% discount to replace said device.

  • SteveIreland
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    It still may be worth you bringing a claim under the Consumer Rights Act 2015 with the original retailer.

    Within six months of purchase, it’s up to the retailer to prove that you caused the problem with the goods: if they can’t, they’ll have to repair or replace the goods or give you a refund if that’s not possible.

    After this initial six-month period, you will have to prove that any faults are not down to misuse of the product or general wear and tear. This might require you to obtain an expert report, opinion or evidence of similar problems across the product range. Factors such as the price, the specification/model of the goods, the length of time you’ve had the goods and the length of time which they should last will all be considerations.

    If all else fails, you have six years from when you bought the faulty goods to take a claim to the small claims court and reclaim the cost of repair of the product.

    If a warranty in relation to goods you have bought has run out, this will have no effect on your statutory rights under CRA 2015, meaning a retailer cannot refuse to provide you with a repair simply because the warranty has expired.

    (As a retail compliance adviser it is my opinion that) You should be able to claim for a repair or replacement with the original retailer as the product you have was not misused, has not failed due to general wear and tear (being a fixed product in irregular use) and is therefore my opinion that the product should last longer for those reasons. If the retailer refuses to honour the CRU2015 regulations than a claim via the Small Claims Court may see you win and the retailer would be required to pay all costs associated with the action as well as supply a replacement unit or to repair the original, paying all shipping costs also.

    Yes, its a risk, but its also an option. It's also likely that the original retailer will simply send you a replacement rather than be hauled through the small cclaims court.

  • Bikermouse
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    @Emcee 30% off the RRP price isn't really trying to resolve the issue as it works out at a similar price to buying it from a discounted distributor. The cost also renders any savings made by the system limited, so why wouldn't I install a dumb thermostat that will last me 10+ years, cost me a similar amount and I don't have the hassle of having to replace the unit every 3years? It just really disappointing as the concept is pretty good but the quality and customer service is letting the product down.
  • rafm5
    rafm5 Volunteer Moderator
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    How do you estimate a 3-year lifespan? Do you have supporting data from global device failure measurements and analysis? While it's true these devices can and do break, causing frustration for users, it's unclear if other brands offer completely fault-free alternatives. The real concern would be if a significant number of devices fail regularly and customer service dismisses these issues.

  • Bikermouse
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    The 3 year life span is the life span achieved by my device. Ultimately I'm not prepared to take the risk on another device failing in such a short time period. It's not unreasonable to expect a device like this to last longer, especially when it is a device that's located in a pretty easy environment - it's wall mounted, doesn't get knocked, hit or vibrated, it doesn't see extreme temperatures or strong sunlight, etc.. For the majority of the displays life it isn't even illuminated.
  • Marno
    Marno
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    Same issue here. Product little over 2yrs old.

    Display malfunctioning. First stripes, subsequently temperature starts to change without touching the screen.

    Customer service offers 30% discount because just outside of warranty.

    Ridiculous after such short life and a waste rather than a saving for the environment. A technical instruction on how to repair pcb or screen would be minimum.

    Very disappointed but still hoping for solution from Tado.
  • wateroakley
    wateroakley Volunteer Moderator
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    @Marno Sorry to hear that your display is malfunctioning after two years. The ubiquitous on-line store 'A…' has the Tado products on special offer today.

    Although it's disappointing to find a failure, we have found the reliability is better than the heating controls that Tado replaced. I've done a quick calculation for the 30 Tado devices. The MTTF is over 70 years (one early failure TRV). Which is comparable to many other solid state devices.