Heat link still dead

[Clarkespark]

Hi, you have locked the previous thread I raised on this topic, so I have opened this one as I have not got a resolution. I have been on holiday, so did not respond straight away, please do not lock this thread until I have agreed to it being locked. I have now filled out the form, please can you confirm it has been received? Thanks Neil

[AnaM]

Hey there,

Thank you for coming back to us. I've found your case and sent you an email, please check your inbox.

[DragosC]

Hi there. I'm just following up on our last message. Do you still need our help? Keep us posted. 
 

[Clarkespark]

Hi, I have sent two emails now, the stat details in the first one were apparently not correct so I sent a photo of the back of the stat with the second email. Any help would be appreciated.

Thanks Neil

[DragosC]

Could you double check please if the emails were sent? There is no reply to our email linked to the case number 4-1704000032568

[Clarkespark]

hi, the emails definitely sent I will send them again. Neil

[Clarkespark]

I have sent another email to #, assume this is the correct email address?

[george_t]

Hi @Clarkespark. I checked your case again, but no email seems to have been received. Can you check if emails have been sent?

[Clarkespark]

Hi, according to my email account, all of the emails have sent, I will try again from a different account. 

[Clarkespark]

Please can you confirm what email I should be sending too? I have had a bounce back on the two emails I have, Or send me a email so I can reply or another form thanks Neil

[george_t]

I just sent you an email. Check to see if you have received it and reply to it.

[DragosC]

Hi there. I'm just following up on our last message. Do you still need our help? Keep us posted. 
 

[Clarkespark]

Hi I have sent 2 emails, 1 with a photo attached and 1 without, can you see them? Thanks Neil

[DragosC]

We can't see any reply on the email. Could you try again please? 

[Clarkespark]

Hi, I have sent at least 6 emails, none of which you can see, surely there is another way? Have you still got the original form that I filled out?

[AndaD]

Hi there again, I am really sorry for any inconvenience created but as we mentioned previously, there are no replies to the emails sent. Just to double-check, did you make sure to press the button "reply"? Otherwise your response can wander off in our system. 

[Clarkespark]

Hi, I have used reply several times, the last email I sent from scratch with just the case number in subject. Have you still got the original form I filled out? As I believe a confusion between zeros and the letter O is the reason for not being able to find the thermostat on your system. Is it worth me filling out a new form? Thanks Neil

[AndaD]

Neil, thanks a lot for clarifying. I'll try to send you another mail within the next few minutes. Let's hope for the best. Please reach back here if you still haven't received it. If this fails to arrive, we'll try to find another way of sorting out the issue. Thanks for bearing with me. 

[AndaD]

Please try to reply to it to see if it's coming through. Many thanks, Neil.

[Clarkespark]

Hi, I replied to your email yesterday, did it come through? I have also filled out the form you sent me in that email and submitted it, can you see that? Thanks Neil 

[AndaD]

Thanks a lot, Neil, I received your form. Also, I just forward to you a few more steps via email. Please check it out and make sure to reply to it with your answers. I'll keep you posted if the email arrives. 

[Clarkespark]

I have responded via email, please can you confirm you have received it. Thanks Neil

[AndaD]

Thanks for getting back to me, Neil. Since our conversation moved into emails, I'll kindly recommend to continue and reply to the ones that we're about to send and follow the steps we provide there. I really appreciate your cooperation throughout the process.  

[CristianC]

Hey @Clarkespark. I see that you're having issues sending us emails. Have you tried contacting one of our live support channels?

[Clarkespark]

No I haven’t, how do I do that?

[Clarkespark]

I have just sent you an email from a new email account with the case number in the subject, please can you confirm if you have received it.

[CristianC]

I don't see any of your emails. I can only see them if you reply to our emails. I think it's best if you reach out via phone/chat here. The phone number is +44(0) 808 169 2307

[Clarkespark]

Ok, I am not using the chat or phoning, I have sent countless emails. To be honest this is becoming ridiculous, I am a fully qualified electrician and very experienced in heating systems. The heat link is dead, it needs a replacement, are you able to replace it?

[DragosC]

I've checked on the case as well and it seems there is no email from you in there. You could check to see if they've been sent, but it doesn't look like it. In order to be able to solve the situation and get a replacement, you'll have to contact us on the live support channels (phone, chat) or on social media (Facebook, Twitter, Instagram). You can find more details in here:https://bit.ly/3apBRyV . Also, when contacting us, please be sure to refer to the case number 4-1704000032568

[Clarkespark · Accepted solution]

All emails were sent, i have triple checked this, I have also been sending emails to others from my email account without any issue so their is clearly something wrong somewhere. I now have a resolution after taking time out of my work day to chat with someone, it’s only taken 4 weeks to get this far! 

[Clarkespark]

Ps the heat link was faulty, 

[DragosC]

I understand, but as far as help goes, we would not have been able to help if we didn't have that details from you registered to the case. We're glad it's been sorted out though. In this case, I'll have to close this thread. Should anything else come up, please open another thread and we'll take it from there. Have a good one and stay safe!