Warranty claim - next steps

[Maxip]

Hi

I have a Learning Thermostat (3rd gen) and the heat link box has failed. I have raised a warranty claim several weeks through the online for (including proof of purchase) but have heard nothing. I have had to resort to buying a new thermostat as needed heating & hot water.

How can I check / progress my warranty claim ?

Thanks

[UanaC]

Hello there! Thanks for posting. I'm sorry for any inconvenience created. Can you please let me know if you have a case number reference?

Many thanks, Oana.

[Maxip]

Hi

No, I do not have a case number reference. I went through the warranty process and validated that the unit was still covered. As I have now had to replace the thermostat/heat link, it is no longer connected to my network so I can't do the online validation for warranty. However, I do have the serial number & proof of purchase..

Paul

[LarisaL]

Hi there @Maxip! Can you please confirm that you still have the old Heat Link? In this situation, what we can do is to troubleshoot on the old Heat Link and replace it if needed, but we can't reimburse you for the new unit that you purchased. 

Many thanks, Larisa.

[Maxip]

Hi

Yes, I still have the old / faulty heat link but as above, as it is no longer attached to my system (as I needed heat / water), I can't go through the online warranty checker. Happy to do any diagnostics but 100% that the heat link has failed as this is the 2nd one that I have had and failed in the same way.

Paul

[LarisaL]

Thank you for the clarification. Can you please confirm if you tried to turn the power from the fuse board off and then back on? And also did you check if the LED from the Heat Link appeared after that?

Many thanks, Larisa

[LarisaL]

Hi there, just checking in! Did you see the message from above?

[OannaCG]

Hey there, since we haven't heard from you for a couple of days, we'll close this conversation for now. If you still need help, let us know so we can continue. Thanks!