“Haven't got an order number and the registration form will not allow me to proceed without one. Didn't have an email welcoming me to Lifeline24. Didn't receive the set until two days after ordering. Having difficulty understanding the installation details.”
Dear John,
Thank you for getting in touch. I am sorry to hear of the difficulties you have experienced with the setup of your account.
From looking into your order, I can see that you ordered online meaning that your order number will have been sent to the email address you provided. All of these emails are automated. I would recommend double-checking in your spam folders just to be sure. Should you wish, I can resend this information or to a different email address. Thank you very much for bringing this error to our attention as I have contacted our web team to investigate why this email may not have been sent.
I apologise that there was a delay in the receipt of your alarm, unfortunately in some areas, the Christmas post means that deliveries are a little unreliable. However, I am pleased to hear you have now received your system.
Our friendly Customer Service line is open 24hours for any queries you may have and the quickest way to resolve any issues is just by giving us a ring. If you are having difficulty with the installation details I can also schedule a call back from a member of our Technical team.
Again I am very sorry to hear of the difficulties you have experienced. Please let us know if we can be of any further assistance.
Kind Regards,
Rebecca
Good Evening,
Thank you for getting in touch and for leaving us your review.
I am very sorry to hear that you received the incorrect item. I can see that you have now received the correct item and have tested through successfully.
Again I would like to apologise for any upset or inconvenience caused.
Please let us know if you require any further assitance.
Kind Regards,
Rebecca
“No soul, charged for missing pendant after mother died
My mother had a lifeline alarm and passed away part way through the rental period. I returned all the alarm equipment at their request although one of their pendants was missing. They want the estate to pay for the cost of the pendant as it's termed rental, despite my mother only using part of the rental period for the year. Unbelieveable.
Fall alarm was too big. Can't comment too much on the service as my mother didn't make a great use of it, but not impressed with the effectiveness and practicality of the equipement. She couldn't cope with the size of the fall alarm.”
Dear Colin,
Thank you for getting in touch. On behalf of us all at Lifeline24, I am very sorry to hear of your loss and hope you are doing well at this difficult time.
We do not make any money from replacement equipment. It is simply that as the equipment is rented it needs to be returned or the cost of it covered.
Due to the circumstances surrounding your account closure, our accounts team have agreed to half the outstanding payment. This is now significantly less than what it costs us to purchase a pendant.
I can see that you did briefly have a falls pendant but this was swapped to a standard push button in 2017. The standard button is very discreet - no large than a teaspoon whereas the falls detector is more the size of an apple watch. We have numerous different buttons and wearing options so we can provide what is best for each user.
We do hope that our users may never need their alarm, but it is there to provide reassurance and peace of mind in case anything was to happen.
Thank you again for your use of our service and for leaving us your feedback.
Please let us know if we can be of any further assistance.
Kind Regards,
Rebecca
“Excellent service and advice, all advisors so easy to talk to, answering all queries which was so helpful which reassured that the correct life was being purchased. Give so much peace of mind for my mum and dad. Thank you.”
“So far, so good. Setting up was achieved without any problems. The acid test test will come if an emergency arises. A nagging doubt is that will it work when required. Is it possible to have periodic checks to confirm continued functionality?”
“From the moment I spoke to a member of your customer services dept, it was friendly, helpful and all my questions were answered putting my mind at rest.”
