Offline Schedules-getting VERY frustrated with Customer Support

Ste

Hi.

4 weeks ago a contacted support via chat.

My issue was my TRVs were not following offline schedules.

After some research, I found out that I needed v3 or v3+ for those yo work.

I don't know what versions i had so I contacted support specifically asking what versions all my devices were and which I need to change.

The following took place over 4 weeks.

I was told that my devices are v3+ and offline schedule is switched on for my account. So I asked why is it not working then.

I got a reply saying it wasn't switched on but it is now.

I tested and found that 2 rooms were following offline but bedroom wasn't.

Then with alot of back and forward replies I was asked to swap trvs from bedroom to a room that was working.

Strangly the trv that was not working in bedroom worked in the new room but the one that was working in that room now didn't work in bedroom.

Then I was told it was software and needed to be investigated.

Days later after bumping the discussion I was told not all my devices are v3???

I have asked them to tell me which devices are which but I've had no reply. Which was my original question.

I'm very disappointed with the whole process. Its been over 4 weeks and its still not sirted. When I bought the kit years ago, you could phone support and they were great.

I don't mind buying new trvs to get offline working. But I'm seriously thinking of selling the kit and starting again with another brand.

If Tado is monitoring this PLEASE tell me what versions my devices are?

Thanks

Irek85

That's really frustrating experience! I hope someone takes your case as an example and do some serious training for Tado support. Or structure their KPIs differently - this is a common cause of poorly functioning support.

I have open ticket with them and stopped getting responses on 18th November, it's a "great" feeling for a customer to be ignored after taking his money for hardware.
To be honest I got more help with resolving my issues on Reddit and here then from Tado.

Ste

It's seems chat support is becoming more and more common. And commonly poorly implemented.

It feels like the support members are understaffed and haven't the time to read through chats properly before they answer.

It's a shame because the product has many plus points.

I have a Hubitat Elevation Hub, so if it's not sorted by Christmas, I will be looking into using that with some zigbee devices.

Thanks for commenting.

Emcee

Hello @Ste

Sorry you were not satisfied with support.

As Anatol explained, the devices with with the un-updated firmware versions are older than V3+.
In other words: devices with FW Version 54.20, FW Version 81.1, FW Version 92.1 cannot work with Offline Schedule.

Offline Schedule can work only for V3+ device. This is explained in the post that offers this feature.

Ste

Hi. Just seen the info. I finally know what version each trv is.

It took 5 weeks to get the answer.

This might help anyone else who have a mix of trv versions.

Only the room temperature measuring device needs to be v3, so if you have a room with more than one trv, some can be older models as long as the measuring device is v3/v3+, the offline schedule should work.

Also, if have a smart wall thermostat in one room that is the measuring device with an older trv. This seams to be OK as well.