Poor support by Tado - no email address?
Hi
I'm sitting and looking at the new Tado X devises and wanted to send a support question.
(I have the old versions and KNOW they are not compatible … but wanted to know if the fittings on the raditors were the same)
But it is really true, that I can't find an email to the support?
The chatbot is useless - so it seems strange they don't want new customers.
Has anyone found an email address for them?
Kind Regards
Søren Rehné
Comments
-
I’ve raised a support request on Sunday via the chat function and still haven’t received a response. Is there anyway to escalate?0
-
Same here.
I leave a message every day. But no response. Not even an acknowledgement that they received my msg. Super annoying.
I'll write user reviews every day in all channels until they respond.0 -
Maybe we should leave messages on their linked in page:
https://www.linkedin.com/company/tadogmbh/
I just did under one of their posts0 -
I think I'll send back their product and ask for a refund.
0 -
@Shoulders @plshelp Hello shoulders and plshelp. Can you indicate the problem(s) you are encountering? If you can describe the issue(s), maybe the user community can help point you in the right direction? Thank you.
0 -
Me too… after 3 days of waiting I received a response with the same information I could already find on the website, but not resolving my issue (can't connect the sensor). And now again waiting for a full day, while I can't control my heater anymore… very frustrating… 😓
0 -
I would email: operator@tado-844a35e31252.intercom-mail.com
0 -
In my case, I have had two support cases. Both were answered promptly (within a few hours to a day), I would say better than my experience with other suppliers.
Within each case, replies to follow up questions were slower.
I do not know if it is to do with me being a new user. If they wanted to give priority to the first questions of the new users, they have all the data in their hands (we seem to connect to their server for everything).
All in all, in my case, it was very good support.
Not only Chat finction, but also the Community seems to be a good source of support...0 -
I have same problem, no response on chat at all. It's strange, that support tickets needs to be opened via chat. I'm buying customer and should get access to some ticketing system.
0 -
Hello all,
Sorry it took some time for your issues to be resolved.
Some tips you might find helpful if you require support in the future:
1- Do not open more than 1 ticket about the same issue. Having duplicates wastes our agents' time and confuses the process.
2- If your issue arises during the weekend, please be advised that it may take more time to get a response. This is of course not ideal (no one chooses when their technical problems occur), but our agent numbers are limited Saturdays and Sundays.
3- Make sure you answer the chat questions correctly so that our agents can start helping you as soon as they get to your ticket.
4- Until you receive a response from one of our agents, you can have a look at our Help Centers (we have 2 Help Centers dedicated to V generations and tado° X) or the community. You might be able to find answers there.1 -
Hi, I have a support ticket open with Tado support - initially contacted on Nov 15th and was left with a 'bot' note saying support would be back to me 'in a few hours' but so far nothing. I realise that you don't operate over weekends but to just hear nothing at all is disappointing - I have sent more details this morning and it appears people are able to see the messages but no response at all? Even an "I'm sorry but we are really busy right now and will get back to you tomorrow" would help (after all we are used to customer support being a somewhat lacking these days).
0 -
Hello @Julesalchemist1
Apologies for the wait. It's true that weekends are slower…but unluckily you contacted us during the most busy weekend of the year (our peak weekend for 2024 so far) which was immediately followed by 2 days of server problems. This is not meant to excuse the time it took, just meant to give you some background as to why it has taken longer than usual to get back to you.
I see that your ticket has now been forwarded by Amir to another agent. I am optimistic it won't take nearly as long to get a reply.1 -
Hi, I am not finding a very quick response from Tado Support here in the UK. Hows it for other people?
0 -
Sometimes a week between replies 😬
0 -
Hello @FreshFromTheGrave
I had a look through your chat logs. You've never waited a week between replies. At most, it was 2 days. Admittedly, that's not ideal, but please let's not hyperbolize here.0 -
@Emcee 12th Nov - 19th Nov is 7 days. Adding more information later doesn't reset how long I'm waiting :) No hyperbole necessary.
0
