Faulty Nest Heat Link

[Claire_M]

FAO Google Nest Support

I inherited My Nest Learning Thermostat 3rd gen with the purchase of my apartment last year. Several weeks ago it just up and stopped working from one day to the next. After weeks of trawling through the forums and troubleshooting the issue to death, I finally had to call an electrician out, whereupon I was told that the Heat Link is completely dead.  (see electrician report below) 

I am now 100% without any ability to turn on my heating system. My electrician advised me to request a replacement Heat Link. I would appreciate some guidance on where such a request needs to be submitted. 

Many Thanks.

Claire

[Derickf]

Hi @Claire_M,

Thank you for posting in the community. I’m sorry to hear that you are having trouble with your Nest Learning Thermostat (3rd gen) because it stopped working and your Heat Link is not turning on. I appreciate you confirming that you already did troubleshooting on your thermostat and also that you contacted an electrician. I'm happy to assist.

The team would like to know more about this issue. When you get a chance, please fill out this form and let us know when you’re finished. We’ll have someone reach out to you via email from there.

Regards,

Derick.

[Claire_M]

Hi Derck,

I have submitted the form. I had already sent an email, via the Contact Us  page (based on a response from your colleague to another user also looking for a replacement, see below) because I had noticed that nearly all threads after mine had been answered in some way and mine was still unanswered.   Can you link the two email requests? I don't want to tie up any other of you colleagues, if this first email becomes defunct.

Thanks. 

Claire

[Derickf]

Hey there!

Thanks for your reply and confirming that you have already filled out the form. You don't need to worry about the duplicate request. I can assure you it won't delay the senior support team contacting you. They will have the full history and will be able to see both requests, ensuring nothing gets missed.

Please feel free to post again if you need any further assistance.

Best regards,

Derick.

[Claire_M]

Hi Derick,

Can I please get an update on my inquiry regarding a replacement heat link? I am totally unable to heat my home due to this fault. I submitted the requested form last Wednesday, it is now Monday of the following week and I have not heard from any member of your senior support team.  

Many thanks.

Claire M

[Chris_M]

Hi Claire, 

Were you able to get this issue resolved? I too am having the same problem with my 3rd Gen Heat Link and awaiting a response from Google Support from 4 days ago? I've no heating at the minute and its very frustrating that I've no one in Google Support I can contact..

Thanks

Chris

[Claire_M]

Hi Chris,

Yes, eventually I'm just about sorted. My replacement device arrives tomorrow fingers crossed, 4 weeks after my initial query which is pretty frustrating. The back and forth is painfull but if you cross every T and dot every I in each communication with them you get there eventually.  I went the route of contacting them in any manner I could get my hands on.  Raised multipe queries and multiple messages through the contact us page too. 

Hope this helps and you get sorted. 

Claire M

[Chris_M]

Hi Claire, 

That's great that you got sorted, there might be some hope. I'll keep on top of them and see where it gets me. Thanks for the response..

Take Care

Chris