Google nest Heat link won't power up

[paul1189]

Hi. I have just had a second nest heat link die in the space of two weeks. I have had a extremely unhelpful member of your staff Andrew. Not willing to help in the slightest. can you please explain how two separate heat links can fail in the space of 1 week and you are now looking to hold money on my credit card to send me a replacement while my wife and two young children freeze in my house. I await your reply and solution.

[Frustratedddd]

I think you will be waiting a long time on here, as this forum is for advice. You posted yesterday, and not one single person has replied to you!! Sadly we all fall into the trap of expecting this site to be a direct contact with Google support, but it's not. You will get an answer one day from a Google specialist member, when they find your post, but to be honest your best bet is contact support by phone.

I agree with you also some of the support people are as good as useless, but there are some that are very good.

Regarding your Heat Link fault, again a very common problem, and you will have to go through the questions about turning the breaker off, trying to reset the Heat Link, etc., etc. We know the fault of the Heat Link, and for a 50p part, Nest must be really hacked off with all the replacements.

Give them a call, and please do not waste your time waiting on here, the call will be much faster.

You can get the heating on manual if you are ok fitting a simple jump wire. See how you get on.

[AlexD]

Hi @paul1189 , I am sorry to hear about your experience. Rest assured that all my colleagues want to assist as best they can. 

The hold you are referring to is one of the 2 options we have available for the replacement process. You can also opt for the other one where you send in the device first. 

If you already got in touch with our colleagues it would be best to get back in touch with them on any of our channels to finish the replacement process. Here is the link just in case you need it with all the information: https://bit.ly/3oWFYZx;. Make sure the correct country is selected and use the contact option. If you already got in touch with us and did all the troubleshooting you will only need your case number for my colleagues to locate your case.

As @Frustratedddd suggested, thank you for your input, our direct channels are the fastest way to get in touch with. We do our best to reply to all contacts as soon as we are able but due to the large number there can be some delay.

[CristianC]

Hello there. Just checking in. How's it going with your Heat Link?

[CristianC]

It's been a while since this thread was last updated so I'll go ahead and lock this thread. If you're still experiencing problems, please feel free to start a new thread and we'll be happy to help.