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Nest Thermostat Reimbursement for Faulty Heatlink

Medowski
Community Member

Hello, 

My heatlink has failed on my Nest Thermostat approx 1 year after installing as new.

Nest were good at sending a replacement heatlink and stated they will cover costs for installation, as long as I use an approved fitter from their list.

I have done this (back in December) and they implied it would take 3-5 days to resolve. Since I have had the work done however - they are staying a payment date of February 25th - approx 2 months after fitting.

This is a ridiculous amount of time to wait for reimbursement and is simply appalling service.

I have complained several times, only to be told it’s with ‘Finance Department’ repeatedly.

I have stated I am not happy and that if I do not receive funds on or before 25th, I will have no choice but to go to small claims court.

Any help would be appreciated.

Thank you.

5 REPLIES 5

DragosC
Community Specialist
Community Specialist

Hi there @Medowski

 

Thanks for letting me know. Could you tell me please when did the situation start occurring first and when was the thermostat installed?

Also, please answer to 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 error 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?

DragosC
Community Specialist
Community Specialist

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

Medowski
Community Member

Hello, thank you for coming back to me. Just to confirm - google Nest have replaced my faulty heat link and informed me that they would reimburse costs of fitting etc, if I used an approved installer. I have had the work done (£220), in December 2021 and was told it would be reimbursed 3-5 days. I have now however been told I have to wait until February 25th 2022 to get my money back (and if I don’t get it, I need to contact Google Nest again to chase). I am amazed that it takes almost 2 months to reimburse me through me GPay.

This is simply not really good enough - however looking through other peoples experiences, this appears to be happening to lots of your customers. 
I also asked if I could have contact details for the finance department so I can contact them myself, to complain about this - but was told No.

I was hoping with some dialogue this issue of my reimbursement could expedited.

kind regards

DragosC
Community Specialist
Community Specialist

I understand and I agree with you on this, @Medowski, however, there's not much I can do on a community forum rather than the senior support team taking care of your case. I advise you to reply to their emails and chase on the matter as it's way faster to get a resolution in there then out here. 

CristianC
Community Specialist
Community Specialist

Hi there. Since your case was already elevated to a higher tier of support, I recommend to continue with them, over emails. I'm going to lock this thread. Should anything come up, feel free to open a new one.