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Heat link dead

frankfoilsnr
Community Member

My heat link has died....cant get heating on...hit water is fine....is there a way to request a replacement??

14 REPLIES 14

Frustratedddd
Bronze
Bronze

You could search this forum, that might give you an idea!

AlexD
Community Specialist
Community Specialist

Hi @frankfoilsnr . I would be happy to try and assist you. 

 

Make sure to first check all breakers and switches to make sure nothing has tripped. Also check the boiler as it can have a separate switch on it. Confirm the boiler has power, it should have a status 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 it for a few minutes and turn it back on. See if it has any reaction when you press the button on it.

I hope you have read my post?

AlexD
Community Specialist
Community Specialist

Hi @Frustratedddd , could you clarify to which post you are referring to? 

 

I would be happy to try and assist if needed. 

@AlexD

Are you seriously having a laugh???

You have access to read all of the posts from every person, and YOU are asking me to point you in the direction? Well that about sums things up with help from Google staff!

People are posting complaints about Heat Links that are failing, and you are just asking stupid questions, HELP them for goodness sake, explain there is a problem with the Heat Links, and has been for a long time.

Try this one..

https://www.googlenestcommunity.com/t5/Nest-Thermostats/Users-with-Heat-Link-Failure-Read/td-p/27961

 

AlexD
Community Specialist
Community Specialist

I am sorry to hear you feel this way. Rest assured that all of us are trying to offer the best assistance possible. Me and my colleagues have helped many other users as much as we can with their requests and will continue to do so.

 

It's true that currently we're facing more contacts then usual on all our channels, so there might be some delay in our replies as we try to get to everyone. As the cold season is approaching, more people are checking their systems or servicing them. Certain unexpected behaviors can come up and we'll always do our best to assist with any of them. 

 

You are correct in pointing out that that our phone or chat channels are the fastest way in getting any request resolved as my colleagues would be in contact with one directly and do any troubleshooting live. No matter what channel it is we need to go through some troubleshooting in order to determine what the best course of action is. They may seem tedious but they are necessary to make sure we diagnose what's going on as precise as possible. 

 

No matter what channel one chooses to reach out we'll make sure to try and assist them as best we can and in the shortest time possible. 

I hear this every time one of your colleagues helping, but on this forum very little gets done.

Just look at the amount or people posting on here with dead Heat Links, and the trouble they are having. I know the faults with the Nest thermostats, and I certainly know the common faults.

Yes I agree Nest are at breaking point at this moment in time, but that is down to a faulty component, that does not help the user who purchased the thermostat in good faith, and now has a faulty unit at winter time.

I will also state, many people are stupid posting on here, when they should contact the installer, but todays society has told people to fiddle with their phones and waste time on places like this.

The other issue, WHY can't ANYONE contact a Google person at a higher level? Forget the senior person above you, I am talking about way above you. Trying to talk to anyone at a higher level is impossible, I have been trying for over a month, with response.

For example, help this person NOW, not wait 72 hours for a phonecall.

https://www.googlenestcommunity.com/t5/Nest-Thermostats/Heat-link-dead/m-p/31565#M6393

Hey @Frustratedddd,

I can only imagine how inconvenient this must be for you. I'll do my best to help you and answer all your questions. Our senior team is doing their best to resolve these type of issues as soon as possible. Because of high volumes, our current time frames for a callback are 24 - 72 hours. If you'd like to speak with someone else, you can ask one of our senior representatives to elevate your case even higher.

If there's anything I can do for you, please let me know,
Cristian

With the greatest of respect, your senior team may be doing their best in the Thermostat section, BUT I can assure you other sections are certainly NOT.

I am a supporter of Nest, as from the start the people there are very helpfull, now Google have hold of the company, it's not the same.

You say a phone call is the best way, and if you look at the posts I add to, MOST will say, ''what did they say when you rang them''.

However, trying to contact a senior person in a certain section is near impossible. I would love to be able to pick the phone up and call the number, then ask directly for a senior person. That never happens, you have to go through the first level, which is fine, but not after 15 agents, and still not able to talk a any person ABOVE the senior person.

The complaints department is a joke, that just sends you back to the internet.

I would like to have a number where I can call in the UK, and ask for a person above the senior person, OR speak to a real person in the complaints department.

 

You can ring us at 0808 169 2307 and ask for a senior agent. Our representative will transfer the call and if you give them your case ID, you won't have to repeat yourself. Let me know how it goes.

CristianC, well believe you me I have contacted that number and spoken to so many agents. I have even tried on this forum with the specialist from that section.

I am pleased you think the agents work in a manner that gives results, sadly I have not found that to be the case in certain sections. When you get a senior agent saying ''Since the team has exhausted all possibilities here'' I find that a little pointless, without an explanation.

I have also posted the following question, and 2 weeks later still not a single senior person has bothered to reply. Do you think that is the way any senior agent giving advice on here should react to a question?

https://www.googlenestcommunity.com/t5/Cameras-and-Doorbells/How-do-you-contact-a-Senior-Manager-fro...

AlexD
Community Specialist
Community Specialist

@Frustratedddd our senior colleagues are available to assist you over over our live channels, like chat or phone. Should you wish to get in touch with them you can do so over our live channels. For any other assistance here or on any other channels me and my colleagues will be happy to assist hoverer we can. 

 

I am sorry to hear you did not receive the assistance you were looking for. If you have anything I can try to help with I would be happy to try and assist and if needed escalate a case to our senior colleagues. 

frankfoilsnr
Community Member

Thanks for all the replies and info...I did follow you advice frustrated and I found a phone number...called them on Friday...just hoping nest customer service gets back to us soon

AlexD
Community Specialist
Community Specialist

Hi @frankfoilsnr . I am happy to hear you managed to get in touch with our colleagues. I hope they managed to assist you. If there is anything else that I can try and assist with, make sure to let me know.