NEST Heatlink Failure

[JamesT]

Hi NEST!

I had an issue with my NEST not working.  After some process of elimination and testing, I managed to work out that the heat link was faulty.  Luckily we have two nest systems, so I was able to swap the heat link boxes to test.

Not having any heating and a young family I was desperate to get it working again, so I order a new nest thermostat and it worked perfectly.  

My frustration is that the heat-link was less than 2 years old and I'm disappointed that I have had buy a new nest as a result.

Can you help,

James

[george_t]

Hi JamesT,

Thanks for reaching out. I'm sorry you had to go through this, I understand the situation. Although we want our products to last as long as possible, any piece of equipment gets affected by wear and tear and is unlikely to determine or design a product to last a certain amount. Since you've already purchased another thermostat, I can't do much to help you. We could have reimbursed the purchase amount only for the installation of a unit that was replaced by us (since we are the technical team), after we had exhausted the troubleshooting steps that showed us what the problem is with that component. I hope this does not change your opinion about Nest products and if I can help you with anything else please let me know and if I can I will gladly do it.
 

[JamesT]

Hi George, thanks for your reply.

Having read the number of issues that users have had with failed heat links online, I decided to test this by swapping the heatsink from my other NEST system, hence my confidence that the heat link is at fault.

I find it very disappointing that despite clearly having a product that is fault after less than 2 years there is nothing that NEST are willing o do to replace or refund.  In essence this really does make any warranty pointless, I expected far more from google.

James

[AlexD]

Thank you for the details @JamesT. I would be happy to try and assist.

Like my colleague mentioned something like a refund for the product is not something we can do but we can do some troubleshooting and if after it looks like it requires a replacement, and it is within the warranty period, we can perhaps see to that. 

Could you give me more details about what exactly was not working on the thermostat Heat Link? 

[AndaD]

Hi there @JamesT

I wanted to check if you still need help regarding the issue with your Heat Link. I'm around just in case you need my assistance. Keep me posted. 

[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!