Broken Heat Link

[louise24]

• I have a 3rd generation thermostat installed, however the heat link now has no lights showing and all trouble shooting tips for this have been followed.
• It was installed august 2020 and has worked perfectly until 1 week ago. I have another 3rd gen thermostat for a different floor in the house and this is still working perfectly.

Can Nest support team provide guidance and assistance on this issue? I need a replacement heat link asap.

Photo attached showing the two heat links, and the bottom one with no lights on.BOTTOM HEATLINK NO POWER

[Vladut]

Hi there, thank you so much for reaching out. Can you tell me if anything happens when you press the button on that Heat Link for 30 seconds? Do you see any lights coming on?

[louise24]

I have just done this and no nothing happens at all.

[Vladut]

We'd love to investigate this further — please fill out this form so we can gather your details securely and let us know once you've done it: https://bit.ly/3h2TDJp. You can find the Serial Number in Settings > Tech Info > Display, or on the back of it. It begins with 09. Also, the email address included should be linked to your Nest Account, and for the postal address section, input a shipping address.

[louise24]

I have just completed the form, thank you

[AlexD]

Thanks for letting us know. I managed to locate it. Our colleagues will reach out to you over email soon to assist you further.

[brabo72]

Hi Louise,

I've just encountered the same issue. I have three thermostats and one of my third generation heat links has also given up and seems to be broken. I tested the power to it too, which was good, but it is completed dead. I've pressed the button for 10 secs and nothing. I even pressed it in desperation for 20 secs too. I feel quite concerned too as I haven't had the thermostat long and the support for it is very poor. I used an approved Nest installer and paid a lot of money but feel that this has been a risky and bad investment.

[louise24]

The community specialist reached out to

me, sent me a form to

fill in, I then received a phone call, and have now received a replacement heat link as they believe it is the unit which is the issue. I’ve had it installed but I am now struggling to get my thermostat to charge and stay on (oh the joys!) and have been searching the “trouble shooting” guide for this today. I presume someone will reach out and help you with the same issue!

[brabo72]

My other-half filled the form in too but she hasn't heard anything and that was 2 days ago. I really wish I hadn't bought it now as the support is none existent. I've only had the thermostat 20 months so would suggest to others that it is a really bad purchase... one to avoid. I read an article on another website that said this has been an issue for others so maybe it is a manufacturing issue? Very, very disappointed!

[AlexD]

Hi @brabo72 , I am sorry to hear you are having issues with your device. We always want to offer the best experience with both our products and services.

Just to check, was the form filled out with your username? If it was not we would not be able to locate it. I also need to know when it was submitted so I can look for it, or one of my colleagues to try and locate it. 

If possible please fill out the form one more time and make sure to let me know here once you have so I can look for it. Don't forget to add your user name to it: https://bit.ly/3oVDg4g .

Hi @louise24 , do you still need assistance with your thermostat? Make sure to let me know if you do.

Best regards,

AlexD

[AlexD]

Hi @brabo72 , I wanted to check in. Did you get the chance to fill out the form with the user name?

Let me know if you need further assistance.

[brabo72]

Hi, I called the 08081692307 number and have since had the Heat Link replaced, which was the reason it wasn't working (faulty Heat Link). This is covered by the two year warranty. I'd suggest to everyone else using this thread to deal with this issue via that telephone number! Thanks.

[jontwitchin]

I've filled out the above form 2 weeks ago and have had no reply- not even an acknowledgement of the form being recieved- this is very poor customer service for what is deemed a premium product?? Can so e one please  help,- my heat link is dead, I'm a qualified electrician so can guarantee you that it's got 230v at the correct terminals. Please help!! 

[brabo72]

Don't bother with this forum as it is a waste of time. Call Nest support on 08081692307. Feel free to google the number! Give it Kudos as we need to help people.

[LarisaL]

I haven't heard from you in a while so, if you have any new issues, updates or just a discussion topic, feel free to start a new thread in the community. Thanks, Larisa.

[AlexD]

You need to let me or any of my colleagues know once the form was submitted. Else we won't know to look for it. Sorry for any confusion caused.

Please fill it out one more time and make sure to include your form username in the "Social handle" field. Once done let me know and I can check for it. 

Best regards,

AlexD

[jontwitchin]

I have filled out the form- please could you confirm if found

Thanks

Jon

[jontwitchin]

Any chance of a response???

[jontwitchin]

Alex- can you please respond- this is crazy!

[CristianC]

Hello again, 

Just checking in. Do you still need our help?

[jontwitchin]

I'm really struggling to understand how the customer support from Google can be so poor.  I don't think I've ever had such poor support from a company I've bought a product off of before,  I'd equate it to what I'd expect from a cowboy outfit not a multi national successful company.  I can appreciate that things go wrong or perhaps develope faults, what I can't tolerate is the degree of absence from Google when you need support- none of us on this so called support forum  have  even recieved a response l this week.  I will certainly never buy or recommend any of your products again to any customers on the basis of this level of service- it's so poor.

Please can we all get an update, a response, some level of communication!

[brabo72]

I agree. To compound it, they set up a "community' so us mug users have to offer free support for Google. Not only are we shelling out a lot of cash. We're expected to offer free support. Complete scam. A multi billion pound company should have a better way of supporting its paying punters.

[AnaM]

Hey @jontwitchin, @louise24, @brabo72,

I'm sorry about the delayed responses. We understand how important fixing your issues is and we're doing the best that we can to help each and everyone that needs it. We've been dealing with higher volumes than expected which caused these delays. I understand how frustrating it can be, but I'm here to help now, so please let me know if you still need assistance.

[jontwitchin]

I still need help!!  See the above responses!  Please respond to the above enquiry rather than just asking if we still need assistance

[AnaM]

Hey @jontwitchin,

I'll be happy to help, but I'll have to ask you to fill in the form again as it no longer shows in our system. Is it alright if I send you an email on the email address that shows on your profile? We'll continue the interaction via email afterwards.

[AnaM]

Hey @jontwitchin,

I haven't heard from you yet, do you still need help?

[AnaM]

Since I haven't heard from you yet, I'll have to lock this thread. If you need any more help, feel free to open a new one. 

[louise24]

Hi, so I had an electrician fit the new heat link for the first floor and it all now works, which is great. However the heatlink for my second floor now has no light, and the thermostat states no power again... the exact same issue which I find so strange for it to happen within a month of the other breaking.  I have tried to attach photo of the other heatlink now with no power but will not allow it. (again all trouble shooting steps learnt the other week have been followed).

Please can some one advise on how to get what I presume is a replacement which is again needed? Thank you.

[CristianC]

Hey @louise24,


I'm sorry to hear about what happened. It seems unlucky. Could you also help me with some answers to these questions?

How long has your thermostat been installed for?
Did the issue happen during the installation?
Is there any error on the Nest thermostat display?
Have you had any power cuts recently?
Have you had any work done on your electrical or heating systems recently?
If yes, was the power properly restored at the fuse board after work was done?
How many zones are present in the setup?


Can you fill out this form so I can open a case for you? Let me know once you've done it: https://bit.ly/3oVDg4g. Please include the serial number of the thermostat, your full shipping address and the email address linked to your Nest account. Don't forget to put your username in the social handle field.

Regards,
Cristian

[louise24]

How long has your thermostat been installed for? 1 YEAR
Did the issue happen during the installation? NO
Is there any error on the Nest thermostat display? YES NO POWER - NOW DOESNT TURN ON
Have you had any power cuts recently? NO
Have you had any work done on your electrical or heating systems recently? NO
If yes, was the power properly restored at the fuse board after work was done? N/A
How many zones are present in the setup? 1

I have just sent the completed form, thanks

[CristianC]

Hi @louise24. I searched your form, but I couldn't find it. Did you include your username too? Please submit the form again and let me know once you've done it.

[louise24]

I have just re sent and yes I did thanks

[louise24]

was my form located? thanks

[brabo72]

I'd suggest you don't waste time using the form as it seems it is badly or even not managed. Call this number: 
Google Nest fault line for the UK: 08081692307
This is the second time I've added this number as it was previously removed!

[Vladut]

Hi @louise24 @brabo72 , 

Thank you so much for reaching out. If you prefer to contact support via phone please feel free to do so, or you I can assist you here. Let me know what you decide.

[Vladut]

Hi there, just checking in with you. Do you still need help?

[louise24]

Can a 'community specialist' please advise if my form has been located?? Honestly the customer service is the strangest set up, I have to post in a forum to speak to someone about a broken product? And then when I take the time to complete the forms no one replies!! Is this the only way for people to get their problems with YOUR products dealt with? Ive been weeks without heating now!!!