Failed Heatlink Complaint Case 0872000033372

[AndrewHird]

Good morning, I have been trying to get a replacement Heatlink since it failed mid December. Can someone at Google Community please confirm the unit has now been posted to the agreed address. I have repeatedly sent Google messages and emails to the Google community address and I still haven’t received confirmation the unit has been sent never mind received the unit. As the thermostat has failed, it is costing me a fortune manually setting the boiler. I have repeatedly informed Google that their normal email will not allow me to respond as the content is marked as potential spam. 

can someone please confirm on here that the unit is en route.

I have confirmed serial numbers, postal address and option 2 ( I will return the failed Heatlink upon receipt and fitment by an engineer that I will organise.

Google Team, please do not ask for responses by email as I’m unable to respond due to reasons mentioned above.

if it easier please provide a phone number I can use.

I have spoken to several people from Google on here and still it isn’t resolved.

As it stands the best thermostat is a good piece of kit but if it goes wrong be prepared for a long and frustrating experience.

regards

Andrew Hird

Andrew

[AlexD]

Thank you for reaching out to us here @AndrewHird. I am sorry to hear you are having difficulties with the process. I have looked over the case and wanted to try and clear things up so we can get things back on track. 

My colleagues advised that we have 2 replacement options, the first, advanced and the second, the one you mentioned, standard. 

To clarify, in the case of the standard option, you need to send in the unit first and then a replacement is sent out. You advised my colleagues you wanted option 2 and for them to send the unit first, that is where the confusions seems to have come for.

I will send you an email one more time detailing both options, make sure to check both carefully. Please reply to that email when you are able with which option you wish to proceed and I will take it from there. 

[AndrewHird]

Hi Alex,

I see the confusion. Can you please confirm you have received the email. My email server repeatedly blocks the outgoing mail as it thinks it’s spam. I would like option 1 and the shipping address is in Bakewell ( not putting full address on here for obvious reasons) but it should be in previous correspondence.

if you have received the email I will look out for the email to order the replacement Heatlink.

regards

Andrew

[Paul_R]

Hi Andrew, thanks for the clarification! I've just created the replacement, and I also sent you an email separate from the one you'll use to order your new Heat Link, and there you'll have some more details regarding the process. Is there anything else I can do for you?

[UanaC]

Hello, Andrew! Did you manage to see the message from above?

[Paul_R]

Hi there! Since you haven't replied in a while, I'll need to close this thread. If anything else comes up, feel free to reach out. Have a great day ahead!