Heatlink damaged

[Auke]

Dear Google,

My heatlink connectivity box is broken.

The thermostat gives me failure code H72

This means the power supply is inactive. I tried all the possibilities from your website but doesn't work out.

I measured the power output and this was 0 Volt.  My conclusion is that the heatlink module is dead.

I send the product back to my supplier (Coolbue), but is wasn't in the guarantee period. 

They couldn't (or wouldn't) repair or replace the heatlink. 

I'm very unhappy with this answer.....

It couldn't be that an expansive quality product already damaged. 

And the supplier can't fix or replace the heatlink, while the thermostate is as new.

I installed the thermostat December 2019.

An other problem is i can't heat my room normaly......

Dear Google;

Can you help me to fix this problem.

Is it possible that I receive (in what way ever) a new heatlink module?

I hope you can help me!

Greetings Auke

[RXShorty]

Hi @Auke 

There are some known issues with the heat link in Europe.
I had my heat link replaced without problems by contacting Google; I am from the Netherlands.

Please check THIS blog post.

Your best shot is trying to contact Google by chat: https://support.google.com/googlenest/gethelp. 
Just fill out the form and don't choose any options; you will get the chance to chat with Google.

I got the heat link replaced out of warranty. 😊

[AndaD]

@Auke, just checking in. Do you still need our help? Let me know, I'll be happy to assist you.

[george_t]

Hi @Auke. I'm sorry to hear you're experiencing this issue, but we'll sort this out together. Please let me know if you were able to resolve the issue in the meantime or do you still need help?

[george_t]

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.