Heatlink failure

[ojtramp]

Hi

My heat link has failed, this appears to be a common fault with the Google Nest 3rd Generation.

I have had an engineer attend and confirm that the cables to the boiler are working as expected with the necessary power being supplied, and that the boiler is functioning normally. When powered by USB the heat link connects with the smart thermostat but does not initiate heating. It dos not turn on without USB power, various resets have not helped.

My device is in warranty, how do I get a replacement heat link due to hardware failure sent to me?

Ollie

[AlexD]

Hi @ojtramp , thanks for reaching out here. I would be happy to try and assist.

It is great to hear you already had the power checked. If you or the engineer have not tried already, 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, make sure the micro-USB is unplugged. See if it has any reaction after when pressing the button.

If it still has no reaction after, a few more things for us to check:

1. How long has it been installed for? 

2. WHen did you first notice this behavior?

3. Was it installed by a Nest Pro or by a heating/electrical engineer?

4. Did you notice any message on the thermostat display?

5. Has there been any power cut in the area before this occurred?

6. Have you had any work done on the heating or electrical system recently?

7. Do you have one ore multiple Google Nest devices at he location?

Best regards,

AlexD

[ojtramp]

We'd already cycled the power, no difference.

1. How long has it been installed for? 

Approximately 12 months

2. WHen did you first notice this behavior?

1-2 weeks ago

3. Was it installed by a Nest Pro or by a heating/electrical engineer?

Engineer

4. Did you notice any message on the thermostat display?

No

5. Has there been any power cut in the area before this occurred?

No

6. Have you had any work done on the heating or electrical system recently?

No

7. Do you have one ore multiple Google Nest devices at he location?

Only one thermostat/heatlink pair. There's also a Nest fire alarm that is functioning appropriately.

How do I organise for a replacement heat link to be sent to me?

[AlexD]

I'd like to investigate this further please fill out this form so I can gather your details securely, and let me know once you've done it https://bit.ly/3oVDg4g . Make sure to include the display serial starting with 09A for the 3rd generation or 15A for the E version, the email associated with your Nest account and your full post address. Make sure to include your username in the "Social handle" section. 

[CristianC]

Hi @ojtramp,

Just checking in. Have you had the chance to fill out the form?

Regards,
Cristian

[ojtramp]

Just completed it.

Thanks

Ollie

[CristianC]

Thanks for getting back to me. I'd like to verify your Nest account. I'll send you a private message on how to do this. Let me know once you've managed to do it.

[CristianC]

Hi there,

I couldn't send you a private message because you don't have them enabled. Please go to this website: https://bit.ly/3svttDK Sign in, and then it will ask you, Did you contact Google Support? Choose Yes to verify.

[ojtramp]

I followed that link and verified my account, do I need to do anything else?

[CristianC]

Thanks for letting me know. I transferred your case to our senior team for review. They'll reach out to you with a resolution in the next 24 - 72 hours.