Heat Link has stopped working

[MrGolding]

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....

[CristianC]

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?

[MrGolding]

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.

[CristianC]

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. 

[MrGolding]

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.

[CristianC]

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?

[MrGolding]

yes please

[CristianC]

Sure thing. I just sent you a follow up email. 

[CristianC]

Hello again. Just checking in. Do you still need my help?

[MrGolding]

you agreed to send me a replacement heatlink

[CristianC]

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. 

[AnaM]

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.