VADO レビュー 227

As you can imagine I have dealt with many customer service operations over the years and will happily say your has been the best I have ever experienced.  Not only were phone calls answered promptly but practical help was offered without question.  And then you recognised the warranty situation and promptly supplied the required parts. The issue was quickly solved. Absolutely excellent.

The company representative Ross was very thorough and helpful ensuring we got the right replacement part and with a fast delivery.

Very courteous and helpful staff. Quick delivery.

Amazing customer service from Vado customer service. Particular thank you to Ross for his responsiveness and patience with my issue.

Prompt, accurate and helpful support. Very happy with the service.

Customer service from this company is outstanding. Jess in particular helped me so much and provided a fantastic service.

In my opinion your customer service is second to none.
Shaun was incredibly quick to respond and deal with my query. Absolutely faultless and as a result I would always source Vado products in the future.
Brilliant Service

The fact that they held good on their product guarantee after 8years.
The person we dealt with Ross, was prompt and courteous when we first asked about our problem and came up with what we needed.

Vado is our go to company for all bathroom equipment. For over 25 years Plumbco in Borehamwood WD6 4SE has been trading with Vado and has forged a great partnership.
The aftersales are second to none and Lucy and the gang are all amazing. Long may it continue.
Daryl Plumbco Bathrooms.

I had a great experience with Vado technical support. Not only were they able to answer all the questions, they also sent me some parts free of charge. I felt there was a real passion for quality customer service - something you don’t see all that often these days. Special mention for Shaun.

Amazing customer service, as always, from Lucy at Vado. Resolved the issue with my Vado shower quickly and efficiently. First Class customer service

Vado has such brilliant staff Andrew and Jess
I might have got Andrew into some misunderstanding trouble regarding what I need as I was not good with doing attachments on phone

It’s not Andrew’s fault that wrong item was sent
I hope Vado will still thank him for me for being so helpful patience and kind

I spoke to another staff Jess today
He too was so brilliant and helpful

Can’t praise Vado staff enough

So efficient as part needed will arrive tomorrow following my early morning call today

Well done Andrew and Jess

I needed to replace a leaky thermostatic valve cartridge on my existing Vado shower unit and was struggling to identify the correct part No. I contacted Vado direct and after a couple of questions and a photo they supplied the part number, cartridge bought, shower no longer leaking. Very helpful, thank you.

Excellent service from first contact with Adam in customer service.
Items required swiftly despatched.

3 year old Vado Sensori Smart touch shower started leaking from control box causing water damage in flat below. Clearly defective and the unit has a 5 year guarantee. However since I bought the flat after it was fitted, Vado won't cover it under warranty. Seems utterly ridiculous and I certainly won't be replacing it with any other Vado product. At the cost of their products you expect better quality and aftercare.

Update: as someone else mentioned they reply here as if they're interested in helping and when you get in touch with them again you just get an email saying
" I am sorry we are not able to assist you on this occasion."
Or probably any other occasion Vado ☹️.

I have two VADO products in my home:
• Tablet Notion Chrome 1-Outlet Thermostatic Valve
• Tablet 2-Outlet Thermostatic Valve

Both were installed as part of a new build completed in 2018, and both now suffer the same problem — severe rusting on the controls, making them extremely hard to turn. These are clearly product defects, and both items are still well within VADO’s advertised 15-year guarantee period.

When I contacted VADO, they refused to take responsibility simply because I am not the first owner of the property. This is an absurd excuse — a manufacturing defect doesn’t magically appear or disappear based on who owns the house. The guarantee should protect the product, not just the original buyer.

Extremely disappointed with this stance. If you are buying VADO products expecting long-term quality or support, be aware that their warranty terms can be used to avoid dealing with genuine faults — even when multiple units fail the same way.

Update:
The reply below from VADO clearly show this company is rotten inside out, and give absolutely no care to actual customer since they only care about the deal with the builder / developer.

I purchased two Sensori dual outlet smart shower controls in March 2020 when I was having two bathrooms refitted at my main home. Due to lockdown the refitting had to be delayed for several months due to labour access and restricted supply of other materials. Consequently the bathrooms were only commissioned in July. A week ago, five years and a month or so later, one of the units had developed a significant fault causing the mixer unfit to flood and spill out into the loft causing considerable damage to the ceiling, door frame and skirting board. The plumber identified a fault with an internal moving component which wasn’t closing. I discovered that the product has been discontinued with no replacements available. Furthermore after several communications with VADO support it seems that some spare parts are available but these are being retained for existing and future warranty claims. Recognising that my product is only slightly out of warranty (but has not had full five years’ use since it’s in a secondary bathroom and we have three other properties we visit regularly) I offered to pay for the parts. The answer was a firm no - no evidence of customer goodwill at all. In this property and the others I’ve various VADO chrome on brass products which have been of outstanding quality, with 17 year old chrome on brass shower valves acting and looking as good as new. How different to my current experience. I’m now faced with the inconvenience and expense of remedial plumbing work involving shower cubicle removal, retiling, reassembly and rerouting of plumbing to fit an alternative. Appalling back-up. Once an advocate of VADO but would advise anyone refitting bathrooms to avoid at all cost.

I am extremely disappointed with the performance and reliability of Vado’s electric shower. After just five years of use, the unit has completely failed. Vado’s response was to simply state that the five-year warranty had expired, offering no goodwill gesture or meaningful support beyond that.

What made matters worse was the behaviour of their technical support team, who were unusually pedantic and unhelpful. They repeatedly insisted on being provided with an NHBC warranty certificate, a document that has absolutely no bearing on Vado’s obligation to stand behind the quality of their own product. The NHBC warranty covers structural issues in new-build homes, not manufacturer defects in fittings. This felt like a deliberate attempt to deflect responsibility and frustrate the resolution process.

For a manufacturer that positions itself as a premium and reputable brand, it is entirely unacceptable that a product fails just as the warranty expires. A five-year lifespan may satisfy legal obligations, but it strongly suggests the product is engineered to survive only the minimum term, not a sign of quality or confidence in one’s own workmanship.

Worryingly, this is not an isolated case. Numerous neighbours on the same estate have experienced identical failures with the same model, all around the five-year mark. This (in my opinion) clearly indicates a recurring issue and a likely design or manufacturing flaw, one that Vado appears reluctant to acknowledge. The fact that this model has since been discontinued, in my view, speaks volumes.

Vado’s dismissive stance, combined with irrelevant and obstructive documentation demands, reflects poorly on their customer service, product quality, and overall accountability. I will not be purchasing from Vado again, or from any other brand under the Norcros Group umbrella, and would strongly advise others to think twice before trusting a brand that markets itself as premium, but delivers the bare minimum

I bought a new shower and there were a couple of shrouds missing.
Adam was extremely knowledgeable and helpful and once I’d sent a couple of photos Adam was able to identify the parts and send them out to me.
After the initial phone call Adam answered the follow up emails immediately and the whole process was very efficient and easy for me.
Well done Adam and Vado, great customer service.