Heat link 2e gen defect.

[Toine68]

I noticed that my thermostat was off.  Black screen and no respons. Checked the thermostat and power charged it by usb charger.  After 20 min it’s full. Signal: place back on mounting plate, after placing it there, it shuts down again after 5 min.  You see the power slowly going down.   After connection again it states H72 no power given bij heat link.  
heat link after pushing reset no led on heat link.  Heat link is down.   Bought in Dec 2019.  replace please? 

[Vladut]

We'd love to investigate this further — please fill out this form so we can gather your details securely and let us know once you've done it: https://bit.ly/3oVDg4g . Make sure to include the display serial number starting with 09A (3rd generation thermostat)/15AA(Thermostat E), the email associated with your Nest account and your full post address.

[AlexD]

Hi @Toine68 , I wanted to check in. Did you get the chance to fill out the form my colleague suggested? 

If you did not make sure that when you do to include your user name in the "Social handle" field. As we'll need that to locate it. If you already have and did not include it, do it one more time and add it to it. Let us know after here if you have.

Best regards,

AlexD

[Toine68]

Sorry guys, let me give you at the forum a good reply. 
here it goes.   
i started a chat with google service, to address the problem, they gave me several things to check and helped me through the procedure.  We both concluded that the Heat Link was defect.  There was no more power from it to the thermostat.  They started a replacement procedure and helped me through al the steps to make it happen.  Double confirmed that it was a 3e generation heat link, and hit enter. 
within 24 days I received a mail witch stated that the link was send to my address, without any costs.

including a return specification how to replace and send back the faulty link.  
 
afterall the service was a 10 out of 10.  Good help and good service.   Al the conversation was helpful and willing to solve the issue in the shortest amount of time possible. 
3 days after the first contact my heat link was replaced and up and running again. 

5 star rating from me for this service. 

[AlexD]

I am very happy to hear you managed to get in touch with my colleagues @Toine68 and managed to get things back on track. 

Don't hesitate to reach out on any of our channels if anything else comes up. We're all always happy to try and assist.