Same experience as reviews below - heatlink dead after 1 year (still under warranty) and instead of just sending a replacement, Nest gives me 2 options: send the broken heatlink first and they'll send a new one, or buy the full kit for £219 with the thermostat so you have the new heatlink and send back the thermostat before you get charged. Neither of these options is any good as with the first one, you require 2 visits of the installer - one to remove the broken heatlink so you can send it back and the other to fit the new heatlink. Then, the other option to buy the heatlink (which only comes together with the thermostat for £219?!) is just a ridiculous attempt of upping their sales so if you don't manage to send the thermostat back on time for whatever reason, they get your money. In terms of sending it back, they email you the return labels together with their helpful advice that if you don't have a printer, such as myself, you can always ask your friend to print it out for you! Very helpful during the lockdown, thanks for that 👍 Why not just include the return labels in the parcel you're sending to me when you know I'll be returning it as I don't want to get charged £219 for a thermostat you forced onto me?! Really thoughtful customer care, in the face of your faulty product still under warranty and cold winter months with no heat whilst sorting all of this out. However, Nest, I think you've missed a trick there - if you included a brand new car with the same package as the heatlink and the thermostat, the customer would struggle to send it back even more and you could charge them a lot more for it!
