Dear Carol,
Thank you for getting in touch and for leaving your feedback.
I am sorry to hear that you have been experiencing technical issues with the Lifeline24 Personal Alarm Unit. Following this review, I arranged for a member of our Technical Support Team to get in touch with you to rectify the issue.
I can now confirm that this call has now taken place and additional equipment is on its way to you that will resolve the matter.
If you experience any further difficulties with the installation, please do not hesitate to contact us again for further technical support. If you have any questions or queries of a different nature, please feel free to get in touch regarding those as well.
Kind Regards,
Ash
“I emailed you on July 17th asking for help in setting up my 24 hour alarm.
I have never heard from you since apart from today when you ask me what I think.
I think your after sales service is very bad until I get some help with the setup.”
Dear Richard,
Thank you for getting in touch today and for leaving us your feedback. I’m sorry to hear that your experience with us thus far has not lived up to your expectations.
Regarding your original email request, I have checked our records and have not located an email sent from you regarding this matter. It is possible that a technical glitch prevented it from reaching us but allow me to apologise for the delay in getting back to you on this matter.
It is certainly never our intention to withhold assistance from our clients and we do strive to answer all emails within a working day of receiving them. To rectify this matter, I had arranged for a member of our Customer Service Team to contact you to offer support with the installation. However, during this attempt, your telephone was turned off and we were unable to reach you.
We can attempt to call you later at a more appropriate time, or you can request assistance yourself by calling our friendly Customer Service Team at 0800 999 0400. Our Customer Service Line is open until 10 PM each day and any of our staff would be more than happy to help you with this process at a time of your choosing.
Thank you again for your time and for leaving us your feedback. I would like to apologise for any upset or inconvenience caused. Should you have any further comments or queries please feel free to get in touch on 0800 999 0400 or by emailing info@lifeline24.co.uk.
Kind Regards
Ash
“On opening the box I was surprised at how antiquated the device and setting up is.
Surely by now, a Bluetooth or wi-fi system should be available to those who have Broadband and smartphones. To connect this analogue control box I had to move half the furniture in the room to get to the landline input socket. Then I had to insert your line directly to the landline and run the telephone as a subsidiary from the control box. Really! Conspiracy theorists (for they walk amongst us) would surmise that this box can now monitor telephonic conversations. Now there's a thought. I don't believe you have covertly inserted such a chip and have nothing to hide anyway so it does not bother me.
I put all the furniture back and after the ascribed hour I tested the device and was surprised by a voice coming from the box itself. I had placed it on the windowsill beside the bed for want of somewhere to put it as it is constrained by the wiring to the landline socket and so had to speak to him whilst stretching over the bed. This is very poor. As you intersect the landline why not route the talking to the telephone? I have 4 telephones around the house situated for convenience yet to talk to you I have to got to get myself to the control box. He agreed to phone me but he never did.”
Dear Brenda,
Thank you for getting in touch today and for leaving us your feedback. I’m sorry to hear that you are unhappy with the technology behind your Personal Alarm Service and that you are still awaiting contact from one of our agents regarding this.
To clarify regarding the nature of the Lifeline VI Alarm that we have provided, it is so that this needs to be plugged into the phone line. As such, the device is limited to being installed in the main phone and current technology does not allow for us to re-route the audio from these calls to additional telephone units.
This is the main kind of Service that we provide with our Service, but we do also provide alternative Alarm Systems that do work using a built-in SIM Card, allowing the device to be plugged in anywhere in the home. If this is something that may work better for your home, we can certainly arrange for kind of device to be sent to you.
If you'd like to arrange such a thing, I would recommend contacting us at 0800 999 0400 to begin the process.
Regarding the phone call that you never received from one of our agents, I am sorry to hear that this expected phone call was not made. It is certainly not our intention to not follow through on promised contact and your experience with our Service has not reflected the level of care we wish to provide.
Thank you again for your time and for leaving us your feedback. I would like to apologise for any upset or inconvenience caused. Should you have any further comments or queries please feel free to get in touch on 0800 999 0400 or by emailing info@lifeline24.co.uk.
Kind Regards
Ash
Dear Jean,
Thank you for leaving us your feedback today.
You can of course begin the cancellation process with us and receive a refund if the equipment is returned before the 4th of August. To begin this process, you can call us at 0800 999 0400 and we can arrange the return of the equipment and the closure of the account.
I hope this message has clarified the situation for you. If you require any further assistance at all, please do not hesitate to contact us again.
Kind Regards,
Ash
“Upon receipt of the charging unit I established that it was faulty. I spoke to one of your colleagues.He was very helpful and arranged for a replacement to be delivered the next day.”
“Seems a good price, only tested it so far so can't comment of service yet. First unit supplied had a faulty power supply, but replacement sent quickly.”
“Helpful staff at call centre and with queries before ordering. Really pleased with the Tunstall base equipment supplied with wrist band to auto dial in the event of a fall. Very quick delivery and super easy to set up for my Mum. Recommended.”
