Need a complaint email
Feel like we have been absolutely ripped off with this device but want to give Tado one last chance to respond/fix this before sharing negative reviews online to warn others.
Here is a summary of our issues for anyone at Tado who actually cares about their customers:
1) the schedule is set to heat to a certain level - as you will see from the data, it either does not heat enough or it is overheating (sometimes it is reporting that it is heating to 30c or even 60c which my tenant has confirmed is not the case)
2) the app sends us endless notifications about a window being open when there is no window open - every hour for days now
3) the device was turned offline by accident a few times and this is what seems to trigger the cray behaviour - due to the tenant unplugging the internet, I have informed them not to do this and only to control the thermostat via the app
4) everything worked fine with the Tado when we first installed it - we started to have these issues in early January when it was turned back on after being offline for around 5 days (due to an issue with the internet connection). We then noticed the schedule hasn’t been reactivated so on 25th January we turned the schedule back on and since then it has been unable to stick to this schedule. I thought your colleague doing the remote reset had fixed it but then after being offline, the problems started again.
5) we have confirmed with our tenant that the device is placed on a windowsill so not close to any heat sources
Comments
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Hello @hatemytado
Sorry your experience with tado°hasn't been optimal.
Fabrizio, the agent you are speaking to now, is the customer relationship manager. You can't really speak to anyone higher than him. Your chat has already been put into the 'complaint' bucket and is being treated as such.0 -
He is finally speaking some sense which is appreciated but he still took 3 days to respond, which is a lot of money in gas and a lot of stress. Still some of the worst customer service I’ve ever experienced, having to wait 10 days before someone actually read my messages properly rather than just sending useless help centre articles. Will see how we go with this but I would suggest that your customer service needs better resourcing in winter when people are very reliant on their thermostats. 1/10 to Tado still, let’s see if your manager can add a few points to that score but I’m not hopeful. Still feeling like we will have to replace the system with something that actually works as advertised and as other smart thermostats do.0
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Thank you @Emcee.
It does make a difference when you help.0 -
Any issues resulting in loss of heating in the Winter should be immediately escalated and every attempt made to resolve the same day. It really shouldn't need a customer to complain here to get things moving. When I first got Tado there was a U.K customer service number staffed with technically competent people who invariably resolved any issue during the call.
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@tulloch . Agreed. Tado's initial customer service was just excellent, a combination of thoughtfulness and helpfulness from the support team when a problem occured. The support team were learning and applied the feedback quickly.
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