Nest Heat Link

[LeePellicci]

Just had an hour on the chat with Customer Service. Our heat link is dead (common apparently) so a heating engineer was called out this morning to confirm this and to disconnect the heat link, allowing us to bypass the Nest so we have heating in our house. 
Customer service asked me to call the engineer back to reinstall the dead heat link so they could so they can run diagnostics. I said rather than incurring more engineer costs to call back and reinstall the failed product, the  remove again, can’t I buy a new heat link instead. Apparently you cannot

buy replacements. 
No service. No chance to buy a replacement. No more Google products for me. Awful. 

[Frustratedddd]

Where did you purchase the thermostat?

[LeePellicci]

I purchased it from Amazon 

[Frustratedddd]

That makes life easy for you, ask them to repair the unit or if they can't repair ask for a replacement set. They are the retailer, that's your consumer rights, not Google the manufacturer!

[CristianC]

Hi there,

Thanks for reaching out. Before Google Nest support can send out a replacement, they'll have to isolate the issue. If your Heat Link is not installed, they can't troubleshoot it. However if you can confirm that the troubleshooting steps were performed, that should be enough. Your installer should be able to provide a diagnostic report showing what steps he's done to diagnose the issue. 

[CristianC]

Hi there. Just checking in. How's it going with your Heat Link?

[CristianC]

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.