Heat Link has Died!

[tahnl]

Please help!  The heat link has died.  There is no heat, but yes there is hot water! 

[RXShorty]

Hi @tahnl,

Sorry to hear you are having issues with your Heat Link.
If you are located in the EU please check THIS blog.

I would try to contact Google Nest support about your broken Heat Link. 🙂

[tahnl]

We have contacted 2 of your Pro Installers in our area - Achterhoek, NL and both have refused to help.  We have called our own electriction - after all we need the heat to work!  Now what?  How do we actually speak to someone at Google Nest? 

[george_t]

Hi @tahnl. Have you managed to fix the issue in the meantime or do you still need help with this? Let me know and I'll be more than happy to help.

[tahnl]

We had to have our own electrician come out and diagnose and replace.  Now how do I get Google/Nest to reimburse us?  Our Nest/HeatLink was less that 2 years old AND all of the local Nest "Professional" installers in the area refused to even come out! 

[AndaD]

@tahnl, I'm sorry to hear about this experience, let's try and sort it out together. Have you already contacted us regarding this? If yes, is it possible to provide me with the case ID?

[tahnl]

No case number.  I was instructed to call the local pro installers to have it taken care of.  And as you have read, that didn't work. 

[george_t]

Thanks for letting us know, @tahnl. Please let me know the following details so I can create a case for you and help you further:

What type of Nest thermostat do you have?
Did the issue happen during installation or after installation? Was it installed by a Nest Pro or by a regular installer?
Are there any lights on the Heat Link? Does the boiler activate when calling for heat by pressing the Heat Link's button to activate Manual Mode?
Are you seeing any wiring report or error on the thermostat and/or the app?
Have you had any recent power cuts in your area? If yes, has the power been restored?
Have you recently had service or maintenance on your electrical, plumbing, or heating system?
Have you tried any troubleshooting steps before contacting us?
How many thermostats do you have?

[tahnl]

The Nest 3rd Generation and HeatLink was installed with the new boiler less than 2 years ago.  The HeatLink stopped working over 3 weeks ago.  There was no lights or response from the Manual Mode button on the HeatLink on the boiler.  As it worked for over a year and a half, there was obviously no issues with wiring.  In addition, there have been no service/maintance/issues with the electrical/plumbing/heating/water systems nor has there been any recent power cuts.  Yes, I went thru all the usual checks to try to get it working again.  That's when we started calling the local Google/Nest (Pro)Installers and either they  would not respond or 10-15km was 'too far' for them to travel to come to us.  We have a list of the Google/Nest Installers we contacted and can sent that as well as their responses.  Finally, left with no other choice we called our heating installer who came out, again tested the Nest Thermostat and HeatLink before determining that it needed to be replaced.  In all, we currently have no less than 4 Nest Learning Thermostats in 2 houses, 1 house in NL and one in the US.  (Since we switched to Nest, we have  had a total of 7 Nest Learning Thermostats spread over 5 houses  (3 in NL)

[george_t]

Thanks for the details. I'll be reaching out to you via email so we can gather some more information securely to continue helping you. Once you complete and submit the requested form sent to you, please send a short reply on this thread so I can search for it. 

[tahnl]

George, I filled out and submitted the form. 

[george_t]

Hi @tahnl. Thank you for submitting the form. Would it be okay with you if we close this thread and continue the conversation via email?

[AlexD]

Hi, just checking in. is there anything else you need assistance with? If so, make sure to let me know

[tahnl]

YES!  I was on email with George T about the replacement of my thermostat/heatlink and I sent him a photo of the invoice and he ghosted. 

[AlexD]

I'll check the case. It is possible that my colleague is off currently, else he would have gotten back to you. I will have a look at the email and get back to you as soon as I have. 

[AlexD]

Hi, I wanted to check in. Is there anything else I can try and assist you with? 

[tahnl]

Just the Nest Thermostaat/HeatLink that died and we had to replace ourself.  There has to be a better way.  Referred to the ProInstallers and they didn't want to know.  So we are out 444,44 euro and I would expect that Nest would pick up this cost;  288 euro for the unit, 79euro for the labour, BTW was another 77 euro.  

[AlexD]

I am sorry to hear that you were not able to get it sorted with the Nest Pro installers in your area. Should you wish you can reply to the email you received from me. I can submit it for review, but this is generally not covered, we would have to process the replacement, then have it installed and provide the invoices to us, so I can't promise anything.

[tahnl]

Please submit it.  I'm sorry, but this is really bad.  I really do feel that we have been given the run-around on this.  Obviously, there is a known problem with the Nest Thermostaat/HeatLink and if we were in the UK, it would have been seamless replacement.  It wouldn't have been so bad if it wasn't cold.  This is 1 of 4 that are currently in operation at our houses.  In the past, we have had at least 3 others - this is the first one we have had an issue with.  One note, please make it clear to users that 'googlenestcommunity' isn't a users group but THE way to communicate with Google/Nest!

[AlexD]

I will send it to my senior colleagues for review. The community is only one of our contact channels. We have live phone and chat as well as email and social media support on multiple social media platforms. Here is the link just in case you need it for future use. 

[tahnl]

Thank you (12 character min required in a response)

[AlexD]

Will do. I'll submit it right now for review. As soon as I have a reply from my colleagues I'll let you know. 

[DragosC]

Hi there @tahnl

We've checked on the matter with our senior support team and they've advised us to kindly let you know that we have 2 options in this case:

1. We set up a replacement for your device, cover the installation costs for up to 130 EUR and a temporary heating unit for up to 30 EUR until the Nest arrives. In this situation, if you're still in the 14 days you can return the newly bought thermostat for a refund from the seller. In this case you should have a functional thermostat for free except the costs we didn't ask for. With this option, you'll have to return the old faulty Heat Link. We'll send you a prepaid shipping label for that.

2. We set up a replacement for your device, cover the installation costs for up to 130 EUR and a temporary heating unit for up to 30 EUR until the Nest arrives. In this situation, if you're still in the 14 days you can return the newly bought thermostat for a refund from the seller. In this case you should have a functional thermostat for free except the costs we didn't ask for. With this option, you'll be able to keep the old Heat Link.

They've also let us know that we cannot reimburse any cost that we did not ask for specifically.

[george_t]

Hi @tahnl. Just checking in, did you manage to check the last message from my colleague?

[AlexD]

Hey there, I haven't heard from you in a while so I'll be locking this thread. If you have any new issues, updates or just a discussion topic, feel free to start a new thread in the community. Thanks, AlexD.

[AndaD]

Hi @tahnl, how's everything going? Still need our assistance? Let me know if there's something I can help you with!

[RXShorty]

Hoi @tahnl 

Je kunt met ze chatten. 🙂

Use THIS LINK.

Fill out the form that your heat link is broken.
Don't select any option just press Next / Volgende after that you are able to chat with Google Nest Support. 😊