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Nest Thermostat (3rd Gen) Heatlink failure

CE07
Community Member

Like many others, my heat link has failed!  It's almost two years old and was working perfectly well until a few days ago.  The stat was showing an H72 error message which indicates no power.  On examination the heat link was getting power but no status lights were illuminated; impossible to reset or reboot etc.  I followed all the guidance on the Nest web site and started reading stuff on the forum; was concerned that this issue seems fairly common. Due to the cold weather in the UK I could not wait several days to get a new heat link supplied by Google so I went out and bought a new Nest!  Installed the new heat link, kept the old stat, paired and bingo, everything back to normal. Have now contacted google on chat and they are squirming because they were not able to walk me through their troubleshooting protocols; they will not supply with a replacement heatlink and are insisting I provide a diagnostic report (electrician call out £50 perhaps). I have explained that although power was present at the input, no LEDs were displayed; in my view, a component on the heat link board has failed.  I offered to return the faulty heat link (at my cost) for their examination but this was rejected and they insist a diagnostic report is supplied.  I asked if they would refund this cost if the unit was fault but this was also body swerved.  I asked to speak to a supervisor but this was rejected too!  The help desk person said if I wanted to complain then they would send an email.  Duly done but no response as yet.  TO ALL USERS OF NEST BE WARNED - YOU HAVE TO CONTACT GOOGLE HELP AND LET THEM GO THROUGH THEIR PROTOCOLS, THEN THEY MIGHT SEND YOU A REPLACEMENT (IN THE MEANTIME YOU FREEZE AND HAVE NO HOT WATER). ALTERNATIVELY BUY A NEW NEST OR SOMETHING ELSE PERHAPS!!!!

1 ACCEPTED SOLUTION

CE07
Community Member

Latest developments: received an email yesterday saying my complaint had been elevated to a senior support department; today received a very helpful phone call from 'Victoria' based in the Bucharest area, who asked a few questions and organised an immediate replacement of a Heat Link.  Well done to Victoria and Google - faith restored!

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10 REPLIES 10

CE07
Community Member

Latest developments: received an email yesterday saying my complaint had been elevated to a senior support department; today received a very helpful phone call from 'Victoria' based in the Bucharest area, who asked a few questions and organised an immediate replacement of a Heat Link.  Well done to Victoria and Google - faith restored!

CristianC
Community Specialist
Community Specialist

Hi there. I'm happy to hear that you managed to get this resolved. If you need anything else, please let me know. 

mrbfromstuff
Community Member

Just happened here … submitted the form details, but curious, assuming the wiring isn’t complicated - set for minus 2 tonight and I don’t feel like waiting for Google to get back to me while I freeze.

Refer to my post of Wed last week. Get Google involved asap if you want a replacement.

Sadly no response or record of the form being posted … I’d happily buy just the heat link … seems that’s not an option

I'm not sure what status the folk here have relative to Google.  Best bet is to get onto Google direct using the chat facility rather than by phone.  As you note, you can't buy the heat link on it's own but sometimes you see them on eBay as surplus to requirements.

CristianC
Community Specialist
Community Specialist

Hey @mrbfromstuff. I'll do my best to help. Have you tried any troubleshooting steps so far?

Thanks … I took you advice, went the chat route and they are sending a new Heat Link … I’ll tap up on of our electrician contacts to replace … assuming wiring from boiler isn’t faulty, which I doubt.

CristianC
Community Specialist
Community Specialist

Good to hear that you already have a replacement coming your way. If anything comes up, let me know. 

CristianC
Community Specialist
Community Specialist

I'm going to close this thread now. Should anything come up, feel free to open a new one.