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thermostat/heat link issue

pegasus
Community Member

Our heat link stopped working over 5 days ago. We've been without hot water or heating downstairs since then. 3 young kids at home. I phoned Nest on Saturday and was told a replacement heatlink was being set out as there seems to be an issue with the ones that were installed about 2yrs ago apparently that they keep failing due to a fault. Since Saturday have had no contact. No confirmation email, no target date, no advice. I phoned on Tuesday for an update and was told to expect an email with a tracking number. Nothing. I phoned today and was told by a courteous member of staff that the senior department of the technical team is dealing with it but no further Information., not even if the part is sent out, or what can be done to bypass the system.

Seems like a very ineffective, clandestine and bureaucratic process to get this issue fixed.. anyone else had this experience?

3 REPLIES 3

AlexD
Community Specialist
Community Specialist

Thank you for sharing all this information here with us @pegasus . I am sorry to hear about your experience. If you have a case number you can provide me I would be happy to check on the case to see if I can find more information perhaps. 

AndaD
Community Specialist
Community Specialist

@pegasus

 

I'm in the area and wanted to see how everything goes. Do you still need our help? Let me know, I'll be happy to assist you.

george_t
Community Specialist
Community Specialist

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.

GeorgeT