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We’ve also got the heatlink problem…

Vicbot
Community Member

Heatlink failed yesterday - was only fitted in October 2020. 
Spoke to Google who assured me this was a very rare problem! They refused to expedite the delivery of replacement heatlink, saying dispatch will be 1-2 days, but then time taken to deliver would be in hands of the courier, then time taken to get installer to fit, so realistically I’m looking at the end of the week at the earliest before we’ll have heating and hot water. 
Given the freezing temperatures locally as well as having three children at home, I asked if I could go and buy a Nest locally, and claim reimbursement for that in order to speed up the process but was told it wouldn’t be refunded. Eventually, after asking to speak to a supervisor, they offered £30 towards a temporary thermostat and £100 to cover the installation, despite telling me earlier there was nothing else they could do. I asked to speak to the supervisor myself, even though I was repeatedly assured they would say the same thing. I was out back on hold….and then cut off. 
Unsurprisingly, I haven’t received a confirmation email for the replacement part., so looks like I’ll be calling back. 

8 REPLIES 8

Sushilinhere
Community Member

I faced the exact same problem on Friday night and am yet to get an email stating the unit has been dispatched. My boiler doesn't have an mechanical way of turning the heat up as well. So frustrating and so so cold!!! 

CristianC
Community Specialist
Community Specialist

Hello @Vicbot and @Sushilinhere,
 

Do you have a case number I can search for? I will take a look and make sure everything is ok. 

Hi CristianC,

I spoke to the support team and got the replacement unit which has now been fixed and everything is working.

CristianC
Community Specialist
Community Specialist

Hey Sushilinhere. I'm glad to hear that. If anything comes up, let me know.

Ali079671
Community Member

Same thing happened to me yesterday. They did send out a whole new thermostat and Heatlink next day delivery. However due to the freezing temps I had to just go and buy a new unit to get things running asap . 

AnaM
Community Specialist
Community Specialist

Hey @Ali079671,

 

I understand why you needed to buy a new one, but you can return the new unit where you bought it since it's under 30 days from purchase and keep the replacement.

Ali079671
Community Member

Even if opened ? 

AnaM
Community Specialist
Community Specialist

Hey @Ali079671,

 

Usually yes, but it's best to check with the retailer as they'll be able to tell you exactly what their return policy is.