Heatlink(s) dead, difficult to get support for replacement

[abulafia]

Hi! I bought two 3rd Nest thermostats to operate at two properties. The Heatlink versions. Last year in December (winter time) one of them died. No power, I could only power this via micro USB port, but the operation is faulty , meaning it does not provide on/off service to the boiler. No successful in a replacement as my purchase was from an "unofficial" provider (I live in Romania) and no support is offered for my Country. Ultimately I replaced the thermostat with a different brand, providing pretty much the same service. Last week, identically the same symptoms with my second one. Dead, powered on only via micro USB, faulty service. Is there really no other way to order two heatlinks apart from the support channels (very slow, solution pointed to other countries and so on). I paid a good sum of money for two wonderful equipment, but now I am stuck with these only for the reason that google does not offer a simple way to get two, let's say, spare parts. Please advise on how to restore the functionality I used and enjoyed so much, without going to Hague or Brussels for a trial (just a joke). I played as advocate for the Nest thermostat in my community, but reaching this situation is very frustrating.

[DragosC]

Thanks for letting us know  @abulafia

Could you tell me please when did the situation start occurring first and when was the thermostat installed?

Also, please answer the following questions:

Are there any lights on the Heat Link? Does the boiler activate when calling for heat by pressing the Heat Link's button to activate Manual Mode?
Are you seeing any wiring report or message on the thermostat and/or the app?
Have you had any recent power cuts in your area? If yes, has the power been restored?
Have you recently had service or maintenance on your electrical, plumbing, or heating system?
If yes, how long was the power off for? (Be specific.)

Could you tell us please if you've checked on the breaker switch and fuse box?
Any blown fuse in there? Have you tried to turn the breaker switch off and on again? Any difference?

[abulafia]

I will answer to your questions, but as the conversation is starting it appears we are getting toward the same dead end.

See below, point by point:

Could you tell me please when did the situation start occurring first and when was the thermostat installed? Both thermostats were installed at the end of 2019, if I recall correctly. The situation occurred at the end of 2020 (winter time) for the first one and a couple of weeks for the second one

Also, please answer the following questions:

Are there any lights on the Heat Link? No lights, no response whatsoever from the boiler at the push of the button. Does the boiler activate when calling for heat by pressing the Heat Link's button to activate Manual Mode?
Are you seeing any wiring report or message on the thermostat and/or the app? App is showing "H71, cant connect to HeatLink to control heat". Already stated, thermostat is providing zero reaction and lights in the normal installation. I get a reaction (lights, partial connectivity but no control whatsoever if I power up the thermostat via micro USB port, not via normal installation, for an on/off service.

Have you had any recent power cuts in your area? If yes, has the power been restored? Yes this happens often in the area, power restores in a matter of minutes, if not seconds. Thanks to power supply company.
Have you recently had service or maintenance on your electrical, plumbing, or heating system? No.
If yes, how long was the power off for? (Be specific. see above: Seconds, sometimes minutes)

Could you tell us please if you've checked on the breaker switch and fuse box? Yes, checked, all working normally.
Any blown fuse in there? Have you tried to turn the breaker switch off and on again? Any difference? No blown fuse, Tried, no difference. I assume you mean the fuse box from the house, I didn't look for a fuse box inside HeatLink.

Please remember the my question was whether I can simply procure Heatlinks as spare parts or a proper solution other than endless discussions with specialist-like people asking whether the device is powered or not. I already ran through this dialogue with some of your colleagues via Google support but all ended when they pointed out there is no support for Romania. On another perspective, I am not a Google specialist, or Nest for that matter, but I am a mechanical engineer with enough knowledge to diagnose a simple equipment. Diagnose meaning working/broken. Just to avoid further debate like: Is the power on? or Have you tried to unplug it and then plug it again?. Like the tape played for the customers in "The IT Crowd" series. Thanks for your answer. 🙂

[DragosC]

Thank you. I've sent you an email. Please follow the instructions from it and let me know when you're done.
 

[DragosC]

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

[abulafia]

Well, I just filled in the form you pointed me to, for both thermostats. I got no answer yet, so I presumed the conclusion is to be drawn when my problem is solved. But as the things are going, I see no point in continue here. At this moment, I got no answer to my original question which was if I can simply buy one or two Heatlinks from somewhere, as spare parts, without filling firms and complaints. Forms ongoing :)!

[AlexD]

Thanks for letting us know. I did manage to locate the forms you submitted. 

To answer your question. The Google Store only provides thermostats as a full unit, so including all parts. Because of that generally all retailers that have it in stock will also have only full units in stock. You may be able to find separate Heat Link units but this would only be generally possible on sites such as eBay, and those not being directly from us we can't guarantee their functionality, though it is certainly an option. 

As for the replacement process, we require the device to be purchased from one of the official providers, such as Amazon UK, for example. So let's say you purchased it originally when in the UK, or purchased it and had it shipped from a retailer like Amazon, but then moved, we might be able to set something up if it was purchased from an official provider in that region. Else we can only process replacements in locations where the Google Store sells the thermostat. So the UK, France, Italy and such regions. 

[abulafia]

Thanks Alex, for the reply! Long story - short: I bought the units from an unofficial channel, as these cannot be found in Romania. I need two heatlinks as replacement parts. Is there an official way to order these? If YES, I didn't get the answer from your text above. If NO, it's clear I'm on my own, so the simple way is to drop my nests and buy other products supported in my country. Make your pick :).

Reading your text, I can interpret that I can visit a Google Store and get the replacement in some countries? Even if my original purchase is not "official" (i.e. I have no invoice)?

[AlexD]

To clarify on your last point. Yes it is possible for us to process a replacement for a unit if it is in one of our supported regions. You don't have to go to a store, we'll process and ship it to your address at that location using one of our replacement processes. Do keep in mind that we'll still need to check the warranty and other details on the device. 

We don't sell any Heat Link units separately. We only sell full units that include all the thermostat parts. 

[abulafia]

Maybe I am stupid, but I still need you to answer some questions, mapping our discussions to my possibilities: I have a good friend in Belgium who can administrate this for me. How can I enter the replacement process mentioned? I will send him the two units, (1) what would formally be the next steps? I would assume that you won't request an invoice, but you will do your internal checks whether the the device is subject to warranty or not, and if not, I should pay (2) for the replacements. (3) Heatlinks only or full thermostat packages? I numbered the questions for my tracking :). Thanks for answering, AlexD!

[AlexD]

If you do someone there that would be great. I will reach out soon to you over email with some details regarding this.

[abulafia]

@AlexD, could you please check whether I should send the full package (i.e. Thermostat& Heatlink) or only Heatlink(s)? Not clear from your message. Thanks, in anticipate! 

[george_t]

Hi @abulafia. Replacement will, if confirmed by our senior colleagues, be for the Heat Links only.

[AlexD]

Hey, since it will be some time until you are able to get the devices to the location I will go ahead and close this thread down. When you are able to continue just reply to my email or open a new thread here to let us know.