Wireless Receiver not working and waiting on support team

Zeus

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

Zeus

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

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?

Emcee

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.

Zeus

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