10-01-2021 11:00 AM
My heat link has suddenly stopped working, there is power going to it tried everything even talked to the helpline. Case number is 8-7928000031690. Online searches suggest this is common, can you please advise urgently as i have a young child....
10-29-2021 07:05 AM
Hey @MrGolding,
Thanks for reaching out. I checked your case and I noticed that one of our representatives sent you an email. Have you seen it yet?
10-29-2021 08:18 AM
Very disappointed with the assistance from Nest and Google, I spent over an hour waiting for customer support to answer only to get me to go through the obvious. They said a specialist would make contact with me, no contact made. I ended up having to purchase a new Nest, installed the heat link and it worked straight away. Shame, great product poor customer service.
10-29-2021 08:26 AM
Hey @MrGolding,
I'm sorry to hear about what happened. This is certainly not the experience we want for you. Let me know if there's anything I can do to improve your experience.
10-29-2021 08:30 AM
You can refund the cost of the new Nest thermostat and let customers know that it is a known fault and address the wait time for product support.
11-04-2021 07:50 AM
We can't refund you for the new thermostat, but we can send you a replacement for your old one. Shall I put in a request for the replacement?
11-04-2021 10:25 AM
yes please
11-09-2021 02:44 AM
Sure thing. I just sent you a follow up email.
11-30-2021 06:33 AM
Hello again. Just checking in. Do you still need my help?
11-30-2021 10:52 AM
you agreed to send me a replacement heatlink
12-01-2021 05:33 AM
Hey @MrGolding,
I was waiting for your reply to my last email. I'm going to send it again. Let me know once you've received it.
12-09-2021 08:17 AM
Hey @MrGolding,
As we've continued this interaction via email, I'll lock this thread now. If there's anything else you need, just reply to any of the emails me or my colleague have sent you.