Issue with Heat link, not working

[Andydottridge]

Hi, My heatlink has just stopped working, there is power at the terminals and the wifi connection light is not working. I have tried to reset by holding the button for a minute and nothing happened. As I did not have central heating or hot water and the temperature outside is less than 5° C I have had to purchase a new one and install it. All is now working, but I am £189 out of pocket due to a faulty product. Please can you tell me what can be done. Many thanks

[Paul_R]

Hi, Andy! 

Thanks for reaching out. We're sorry to hear you had problems with your product. Did you contact us before purchasing the new unit to flag this issue?

[Andydottridge]

Hi ,

I did try and contact Google when I had found out that my heat link had failed, but the telephone number I rang from the Google nest help and support page told me that the office was closed. I looked on the community support page and found out that it would take 10 days to replace my heat link. As the heat link is a critical part of my central heating system and the temperature outside was less than 2°. I needed to fix my heating system and could not wait and could not wait 10 days for a replacement. I was also horrified to see on the community support page that many people have experienced this issue since 2019, and Google have not attempted to offer people who had a a nest thermostat replacement as it is a known inherent design fault. The fault seems to be a diode, which fails. I have since contacted Google and now sent my heat link back for a replacement. But I am still £189 out of pocket. Based on my experience now with Google products, I will seriously whether to buy Google products in the future.

Regards

[OanaC]

Oh, no! I am sorry to hear that. Depending on the replacement option you may get a replacement Heat Link as soon as two days. For emergencies, we can also cover the cost of a temporary programmer until your replacement is reinstalled. 

Our UK lines are open Monday to Friday 08:00 - 19:00 and Saturday and Sunday 09:00 - 17:00. I am more than happy to help with your Heat Link, however a refund won't be possible if you didn't contact Google Nest Support beforehand.

Many thanks, Oana.

[AlexD]

Hi, I wanted to check in. Do you need any further assistance? If so, make sure to let me know. 

[OanaC]

Hello there, Andy! Since we haven't heard from you in a while, I'll have to close this thread. Should anything else come up, feel free to reach back. Have a good one and stay safe!