Heat Link dead

[TimHiggins]

Hi all,

I'm from the UK and have a Nest Thermostat purchased in February last year. The heat link (2nd Gen)appears to have died after being installed for 18 months. We've confirmed there's 230v mains to the input but there are no lights on the heat link. I've tried factory resetting it, leaving it off for a few minutes etc and all the usual suggestions but it makes no difference. 

Can you please advise on what I can do next.

Kind regards

Tim

[thruster600 · Accepted solution]

Oops, correction needed. Ana from Google got in touch the following day, but it was buried in a load of emails. I've now replied and they're going to send out a replacement. 

[adisuhanea]

Exactly the same thing happened to my Nest base yesterday evening. Purchased 2 years ago and working since 24 months. Luckly it has 3 years guarantee so I am just sending it back to see what is the problem

[Alpha18]

I have the same issue, also occuring on Friday. I've only had my learning thermostat 10 or 11 months. 

My boiler engineer can tell me that he has had 12 people contact him with the same issue, all occuring at around the same time on Friday. A bit too much of a coincidence, so is this a result of a firmware update, or worse, a hack. Unfortunately, nest support immediately end their chat with me when I make these enquiries and refuse to supply details of their data controller. 

Apparently on Friday Nest support were going to overnight me a replacement heatlink, but today (Sunday) it turns out they haven't bothered. 

Great service, just what I want in winter. 

[adisuhanea]

Sounds like very likely a software problem. I am not sure in what country you are that you were promised to be sent a new one Satuday. Here in NL I contacted the shop that I bought it and it will take time to get to them, from there to the service team and get a response about what is the problem. It also mentioned that it can be up to 15 working days. Not funny at all to get this kind of problems during the winter season. Maybe in the future they could have a replacement service during the repairs period.

[Alpha18]

I'm in the UK. And yes, Nest Support told me on Friday that they were sending me a replacement overnight, and that it should arrive on Saturday. 

[thruster600]

Same problem in UK, 3rd Gen heat link utterly dead on Thursday evening, chatted with tech support for 90 mins, and was told it was being referred to the senior team, who'd reply in 24-72 hours, but now on Sunday evening , not a thing heard.

[thruster600 · Accepted solution]

Oops, correction needed. Ana from Google got in touch the following day, but it was buried in a load of emails. I've now replied and they're going to send out a replacement. 

[thruster600]

Closing update, replacement was received the following day via DPD, installed within 30 mins and working perfectly. 

Dead unit has been dispatched back to Google via the provided DHL waybill. 

I can't fault the customer service, and hopefully the new version (minus NEST moulded into the central button!) lasts a lot longer!

I didn't take advantage of the call out reimbursement as it wasn't too cold and I'm able to fit it myself, so can't comment on that side of things.

[TimHiggins · Accepted solution]

Update - contacted Customer Support via chat. Standard troubleshooting questions and they then agreed to replace it. Being mailed out and I should have it in 3-7 days. Excellent in my opinion.

They even offered to pay (up to 30 GBP) for a temporary thermostat or on/off switch. As I've already fitted a switch, I've declined that offer and hope the replacement comes quickly.

[adisuhanea]

Update on my side also: I contacted the google support chat after reading the replies from this post. Because I already sent the device to service they couldn't do any diagnostic. They also mentioned that there is no way that a software update could affect the heat link. 
Conclusion: First contact google support asap and after that the local vendor.

[Alpha18]

Update on my side: 

After contacting them on three separate occasions they finally, and very apologetically, dispatched my replacement heatlink (four days after they initially said it would be sent out). To be fair, it arrived the next day. 

The replacement has been installed and is working fine, now I'm just waiting for word on being reimbursed for the engineer call outs. 

[CristianC]

Hello everyone,

Sorry for the late reply. I'm glad to see that you already received a replacement. Let me know if there's anything I can do to help. 

[AlexD]

Hi, I wanted to check in. Does anyone need any further assistance?

If so, make sure to let me know.

[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.