Heat link dead

[Bzia]

Heat link went dead from yesterday . 

Its first started yesterday 13-FEB-22.Emergency engineer from John Lewis home emergency service visited and he said its completely dead.

 

It was installed approx. 18months ago
No lights on heatlink / boiler doesn’t activate from manual button
H71 Error
No power cuts in my area
Have not recently had electrical works or plumbing works or heating works
Checked the breaker tried turning it off and back on again.
No difference
No Manual button work .
Pressed Manual button for 20 sec , nothing changed
Emergency engineer from John Lewis home emergency service visited and he said its completely dea

[Miki123]

Hi,

my Heat link also death after 2 years. I wrote the same form and I'm still waiting for solution. since nothing happened. I think google deliberately programmed that the heat link will break after a while, because lot of people has the same problem. 

We have to do "advertising" this product. 🙂

[Frustratedddd]

The Heat Link problem has been going on for sometime now, and although I am not a fan of Googles antics, this issue has caused them a massive headache. Good timing on Nest's behalf I must say, to jump ship at the right time.

The funny side of this, the faulty part is less than a £1, and the cost to Google is thousands!!

Your best bet is to contact support direct, waiting here for an answer is pointless, much quicker talking to them.

[Bzia]

I managed to contact google, and they agreed to ship me the part, which will arrive in 4-5 days. I'm so disappointed that such a well-known organisation has so poor a process and does not understand that these types of equipment are considered an emergency. 

We are out of the heat and hot water for 3 days and still have to wait additional 5 days for the equipment to arrive, then I have to arrange my own engineer to fix it (they will reimburse the cost), but finding an engineer is a task. 

I have google Fire Alarm and Thermostats, Now thinking to replace all those with traditional tech, Minimum we can get a replacement quickly or buy the parts easily from local stores etc. It isn't very reassuring that Google failed their duty of care. 

[Frustratedddd]

There shipping can be very good, next day at times, cross your fingers.

Swapping the unit over is very easy, and I am sure you could manage that. Just swap like for like in the connections and all will be good. Make sure you turn the power of first!

You can overide the Heat Link and get the heating on, but that would only be manual, and you would have to fit a jump wire between the terminals. Again very easy if you are OK with a screwdriver?

The sad thing about all these Heat Links failing and giving the product a bad name, as mentioned before is just a few pence component. Google must be really hacked off!! I have repaired several of them now, and 99% are all the same fault.

Hope the part comes quick.

[george_t]

Hi @Bzia,

I'm glad to hear that our colleagues have addressed your issue. If you need more assistance, let me know and I'll be happy to help.

[CristianC]

Hello everyone,

Just checking in. How's it going with your thermostats? 

[Bzia]

Thanks for checking community specialists. I have received products and call an local engineer to replace it, sent faulty one back and sent an engineer invoice to Google. 

So far its 7 days and I have not received a reply about invoice. 

Here is Support Enquiry: Case ID [6-############1928]

Issues: 

- Google support does not reflect the elegance of Google products. Its complex and communication is extremely poor. It does not live up to Google name. 

- The engineer who fixed our link said he have replaced so many links and google thermostats and Customer support irriatates every one. Its destrying google name. 

So far its 7 days and I have not received a reply about invoice. 

Here is Support Enquiry: Case ID [6-############1928]

[AlexD]

I am sorry to hear you feel this way @Bzia . We always aim to offer the best experience with both our products and services. Rest assured my colleagues are doing their best to reply and take care of all cases as soon as possible. Unfortunately I am not able to see the case number in your post. Should you wish to check for an update on your case I would recommend you get in touch with my colleagues directly over any of our support lines. Here is the link with our contact information just so you have it on hand: https://bit.ly/3apBRyV

[Frustratedddd]

Sadly we all know that is not the case, as there are numerous users on this forum complaining about their experience with Google and their Nest thermostat.

Perhaps I could draw your attention to the Trustpilot reviews, but I know you will be fully aware anyway!!

https://uk.trustpilot.com/review/nest.com

Not a lot to be proud of there1

The Heat Link issue has not helped Google at all, but when a user is told they can do this and have that because of the faulty item, that's where the little problem becomes a huge one. Google should have said to the user, ''Sorry we have a huge problem with these Heat Links which we are fully aware of. Due to this matter we can replace the unit under warranty within 48hrs, and we can reimburse you for the change over of the unit etc. Could I please ask you to be very patient with us, and the unit will be shipped immediately, but the reimbursement could take up to 3 months due the amount of problems we are currently having.

The user would then be a little more sympathy with Google, as they know the payment will come, but not within a few days. Yes it has worked for some people, but look how many people are unhappy.

[AnaM]

Hey @Bzia,

Please let me know you would still like me or my colleagues to have a look over the case and make sure everything runs smoothly.

@Frustratedddd,

I understand your point of view and how frustrating waiting for these reimbursements is, but the reason the customers are not warned about the delays is because this is not the expected reimbursement process time and we are also working on getting things back to normal as soon as an issue like this occurs.

[Bzia · Accepted solution]

Thanks @AnaM. please keep an eye on the case. 

[Tetley3848]

My heatlink has failed (installed 18 months ago). Where do I find a replacement unit?! 

[AndyPat]

Mine has too. Just died and won't power-up. Google support is non-existent - no way to contact them direct - how do we get a replacement thermostat please?

[AnaM]

Hey @Bzia,

I'll surely do that, but the case ID you gave us has been censored. Can you please send me a picture with the case ID?

Hey @Tetley3848 and @AndyPat,

You can try to local retailers or Nest Pro as we don't sell Heat Links as spare parts. Also, I might be able to help you with that, but I have to ask you a few questions and do some troubleshooting steps. If you are willing, let's start by answering these questions:

1. What type of Nest thermostat do you have?
2. When was it installed?
3. Did the issue happen during installation or after installation? Was it installed by a Nest Pro or by a regular installer?
4. 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?
5. Are you seeing any wiring report or error on the thermostat and/or the app?
6. Have you had any recent power cuts in your area? If yes, has the power been restored?
7. Have you recently had service or maintenance on your electrical, plumbing, or heating system?
8. Have you tried any troubleshooting steps before contacting us?
9. How many thermostats do you have?

[Frustratedddd]

@AndyPat I am not a huge fan of Google and their antics, but saying- ''Google support is non-existent - no way to contact them direct'' is pointless

Try using this in your search browser, or use the chat on the Google site. I have just chatted with them, and very helpful.

Google Nest contact

Just checked the chat,and 1 min waiting at 14.20

[AndyPat]

Hi Ana - thanks for this. As far as I know, I don't have a case ID but I can certainly answer your questions:

1. Type is a Nest Thermostat E

2. Installed last year sometime, don't currently have access to exactly when

3. Issue has occurred after installation, The unit has been working perfectly well since installation, until yesterday when it died.

4. Yes, Heat-link is functioning - green light and boiler now activated on Manual mode

5. No messages on thermostat - screen is blank, no lights, no nothing!

6. No recent power cuts.

7 Gas boiler was serviced 4 January - no other servicing on other utilities

8 I've tried ALL the trouble shooting tips (several times!0 but unit remains dead

9 Just the one.

Hope that helps - thanks for your prompt response

[AnaM]

Thank you for your answers @AndyPat.

If you have not already make sure to double check all breakers and switches to make sure nothing has tripped. Also check the boiler as it can have a separate isolation switch sometimes. Confirm the boiler has power, it should have a LED or display that turns on.

If it all looks good try and power cycle the Heat Link, if you're comfortable in doing so. Turn the power off to the Heat Link for a few minutes and then turn it back on. See if it has any reaction when you press the button on it after.

[CristianC]

Hey @AndyPat. How's it going with your thermostat?

[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