“We've had this installed for a good few years and the service is very good with the system checked regularly. The pricing on the website is misleading though. You would expect the £165 package to remain so except for a small inflation increase. Wrong! The first year adds a joining fee. A 'joining fee' gets charged every year. How come? Even so, our annual plan had a further unexplained £55 added. Customer services had no explanation for the additional fee or the annual joining fee. We may be looking for an alternative service if we can't understand the fees better. Shame.”
Hello Nigel,
Thank you for your review today and for taking the time to leave your feedback on the Service.
I am sorry to hear that some aspects of our Service has caused confusion for you. I would like to assure you that the matter has been raised with the appropriate departments for further review.
I can see from the notes for your account that the matter was discussed and resolved over the phone. Nonetheless, I have sent you a private message with a further update on the matter, with the hopes of soothing any lingering anxieties about the Service.
Best Wishes,
Ash
“Customer for several years and always satisfied with all aspects of service.
From days of Tynetec and Lifeline this has been a service I’d recommend to any one.
Since becoming Life Connect 24 there has been a noticeable decline in the attitude towards customers, being made to feel like ungrateful cash cows ready to fork out more cash for extras when ‘basic’ doesn’t quite match physical abilities.
The basic service was previously of good quality and offered some flexibility.
The basic service is now “one size fits all’ , and anything different has become a chargeable extra, even for something as small as a wrist-strap.
The new basic wrist-strap has become a piece of floppy elastic with a clasp but nothing to hold the surplus 4/5 inches in place.
When washing your hands, this gets soaked and stays wet for the rest of the day.
The equipment becomes uncomfortably unwearable.
Arthritic hands/fingers make it impossible to switch to pendant, which has also been downgraded so that the face of the pendant has little protection from accidental activation such as when putting on a tee-shirt, resulting in time-wasting calls for call-handlers and even for key holders who become unnecessarily alarmed and concerned.
After a short trial of these inconveniences, I contacted Customer Services who recommended the Fall Detector which looked like the previous versions of a personal alarm, with a sturdy flexible plastic wrist strap which could be wiped dry if it got wet. It had a protected, better-designed pendant face. Of course, this would be on top of the annual £230 I had pre paid. (Shown as an extra £110 annually)
There was no similar wrist strap available for the basic button-style pendant. I was advised to go online and look for one myself.
With severe arthritis in dominant hand, this is difficult, time-consuming and painful.
It has taken me months to find a workable solution, but I discovered another service provider able to provide the wrist strap and pendant that was fit for my needs.
I test-compared the 2 and the Lifeconnect 24 continued to set off false alarms even when I wasn’t wearing it!
LifeConnect 24 equipment in my opinion, has never been fit for purpose, and the whole business plan seems designed to push people into buying evermore pieces of their equipment. This is how Customer Services seems to have been trained.
Prepayment of an annual plan seems to exclude me from having any kind of refund for the remaining months when no longer require this unfit-for-purpose equipment.
The lack of refund for unused months has not been clearly pointed out in your printed information.
You do not ask reviews to mention the functionality of the equipment, just customer service, price, delivery, returns and refunds”. I wonder why?
I wouldn’t recommend you to anyone, even if your call handlers are always pleasant and polite and deliveries are good.
All for the sake of a wrist strap you have lost this customer, and anyone I may tell of my experience.”
Hello,
Thank you for your review today and for taking the time to leave your feedback on the Service.
I am sorry to hear that you have been dissatisfied with the equipment provided to you over your time with us. I can confirm that your feedback will be shared with the relevant departments and that I have written to you privately to try and resolve your concerns.
Best Wishes,
Ash
“Absolutely great .
Definitely very kind and nothing to much trouble.
They help me with mum sorting thing out and rang mum and myself to make sure we were set up properly.I cannot thank them enough for there help .
Staff absolutely fantastic and very patience with me ❤️”
“I am about to return my equipment and ask for a refund. It’s the worst customer service ever. I have tried all day to get through to the customer service number that is advertised as 24/7 I have listened to music and recorded messages for over an hour at each attempt to talk to someone. I have pressed the alarm and expressed my concern to the operators three times, on each occasion I was assured my message would be emailed as urgent and I would receive a call back as priority. The last person that responded to my pendant call gave his name as Jack and gave assurance that I would definitely get a call back and he understood why I was so disappointed with the service. It is now past 10pm I have received no call back and still get no response from the 24/7 telephone number. I do not recommend this company, and will request a full refund tomorrow.”
Hello,
Thank you for your review and for taking the time to leave your feedback on the Service.
However, I am sorry to hear that you have had a negative experience with our Customer Service Team thus far. Please rest assured that your feedback will be promulgated with the appropriate department for further review.
I can also confirm from our records that a member of our Team has been in touch and successfully resolved the issue amicably.
Best Wishes,
Cordelia
“Nice, compact items. Fairly easy to understand instructions. Perhaps too many items to read. Elderly people like to keep things simple and clear. Suggest a booklet that contains all the instructions in one format rather than separate sheets of instructions.
Also, try to be kind to our weakening eyesight. Make the print and diagrams really clear.
Thank-you for the help and reassurance that I received over the telephone when needed.”
“This company is out to take advantage of vulnerable customers. I ordered an alarm in July. When it arrived, contrary to the website stating that it is easy to set up, it really wasn’t. My parents have broadband and it turns out after numerous calls with the contact centre, that their phone line was not compatible. One technical support agent told us there was a fault with the alarm itself and we had to return it and they would send us a new one with a special adapter in it. A new alarm was sent without the adapter! After further calls, we finally gave up trying to set this up. I was advised by the customer service agent that I would get a full refund as it was during the 30 day cooling off period. However only €37.47 of the initial €139 was refunded- for something that didn’t even work. I also found the service appalling and sometimes when I was contacting lifeline by mobile phone, the calls were either not answered or took ages to answer. I contacted them again to query why I was not refunded the full €139 and I was advised it was the due to the set up fee! But it was not set up!! I can’t find anywhere on the website where it advises that I would be charged over €100 even if the device was returned and it didn’t work for us. Even on the phone, I was not advised of this. I have to say, I wouldn’t have ordered it if the company was clear on their website how much the set up fee was. I will be pursuing my complaint further in order to retrieve my money. Be warned about this company!”
Hello Yvonne,
Thank you for your review today and for taking the time to leave your feedback regarding the Service.
I am sorry to hear, however, that you have been dissatisfied with the cancellation of the Service. I can confirm that I have written you a private message to hopefully ameliorate your concerns.
Best Wishes,
Cordelia
“Really happy with the personal alarm we had installed for my Mum.
However, disappointed that she had contacted you at least twice over several months to say she had a flashing light on the base unit. Each time she was informed some sort of replacement would be sent out but nothing arrived.
Finally after phoning you again a complete replacement has now been sent out and she has installed it.”
Hello Pamela,
Thank you for leaving your feedback on the Service and for taking the time out of your day to do so.
We are happy to hear that you are pleased with the Personal Alarm Service thus far. However, it is concerning to hear you faced some difficulties with getting a response to an earlier query. I would like to assure you that the matter will be raised with the appropriate department for further review.
Best Wishes,
Cordelia
“Took days to set up. I paid for the fall programme but that failed to work or it did work once when we tested it. The £10 discount which I requested when I ordered was not taken off the invoice. Although I have requested several times a new invoice it does not arrive”
Hello Gillian,
Thank you for your review and for taking the time to leave your feedback on the Service.
However, I am sorry to hear that you have been dissatisfied with some aspects of the Service thus far. I can confirm that I have written you a private message with the aim of resolving your concerns.
Best Wishes,
Ash
