Heatlink Dead and warranty replacement will be delayed, what is going on Google?

[CJ-67]

Our 20 month old Heatlink has died and have raised a case no with Support who are to send me a GPay link to re-order etc.

But I'm now told that there will be an unspecified delay and I should look at getting a temporary thermostat installed instead until heatlink arrives for which Google will reimburse me £30 plus £100 installation. What kind of solution is that?

We are already on our 2nd thermostat which failed after 2 months and took several months to be replaced, this once again is horrendous service from Google.

I want the whole system removed and an alternative well known competitors system installed and will be looking for google to pay for the new installation, as this is beyond pathetic

[Frustratedddd]

Why not return to the retailer, if you purchased from a shop?

[CJ-67 · Accepted solution]

20 months old, purchased from Amazon.

Managed to finally get speaking to someone at Nest Technical support and they dispatched a new Heat Link yesterday and I've just fitted it and all working as it should.

[Frustratedddd]

Amazon are still responsible for your purchase even after 20 months, if you are in the UK? They are the retailer.

[CJ-67]

I agree, my contract of Sale was with Amazon, but like all major retailers they like you to go down the warranty route with the manufacturer. However, it's fixed now so we have heating and hot water!

[Frustratedddd]

Excellent, you know uk consumer law. The only issue you will have is, your set is now not a matched pair, and your rights for the next 3+ years with the retailer may be more of a challenge. Let’s hope Nest come to your rescue in the future if anything happens!

[DragosC]

Since I haven't heard from you in a while, 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!
 

[DragosC]

Hi there @CJ-67 and @Frustratedddd,

Thanks for your help, @Frustratedddd! @CJ-67, if you want, we can take a look at the case, but if you've already went to the replacement process, it's best you keep the conversation on the email with the agent who handled the case.

Should anything else come up, let me know please. 

[AlexD]

Hi, I wanted to check in. Is there anything else I can assist with? If so, make sure to let me know.