“Hoping I never have to use my Lifeline24 Alarm, but if I do, then I take comfort in the fact that with just a press of the button, I will have expert action, within minutes, and be well looked after. So easy to install too.”
“No instruction on how to install the contact box to the wall. Setting the code also seemed excessively complicated. I wish I had not made the purchase and would like to return it!
Elizabeth Aggarwal”
Dear Elizabeth,
Thank you for getting in touch. I am sorry to hear about the difficulties you have experienced with your key box.
Please contact our friendly Customer Service team on 0800 999 0400 or email info@lifeline24.co.uk at your earliest convenience. We can certainly organise the return of your box or alternatively, we can organise for an engineer to help you to attach this to the wall.
In the meantime, if we can be of any further assistance, please do not hesitate to get in touch.
Kind Regards
Rebecca
“I find it incredible that I had to recruit the services of a highly technical friend to unravel the nonsense in your box. The system is now set up, but would not be without his assistance. Wrong cables etc.
Also I find your registration procedure to be absolutely ridiculous. I lost count of the number of times I gave you the same details. I can only hope that the alarm works better, if needed.”
Dear Anthony,
Thank you for getting in touch and for providing us with your feedback. I am sorry to hear of the difficulties you experienced with the setup of your alarm.
The alarm systems we use are designed as 'plug and play' systems. The product you chose works like any normal landline telephone. You simply unplug your home phone, put in our alarm box wherever the phone was, and then plug your phone into the back of the alarm.
For customers that would prefer not to use their landlines, or have a more complicated setup, we recommend our newer digital alarms. These alarms plug directly into a power source and are then ready to use.
I am pleased to see that you were able to contact our friendly Technical Team and they were able to get the alarm up and working with you. You have now tested through successfully.
I have passed your feedback on to our Senior team so that we can look into ways of improving the setup of our service. We are currently looking into ways of improving the registration forms for your feedback is very important to us.
Again, I would like to apologise for any inconvenience caused. Please let us know if we can be of any further assistance.
Kind Regards,
Rebecca
“Beware when you cancel if you have a quarterly plan as they don't offer any refunds, even if you return the equipment way in advance of the period the payment is covering (in our case returned the product due to a death and they would not refund the payment taken in November that covers January to March 2022 even though the equipment was received by them on 25th November. They cannot offer any explanation as to why and just quote terms and conditions at you and cooling off period! They also advise their industry is not regulated and there is no ombudsman to contact. It is not the money it is the principle they they are retaining funds for services they are not providing.
To keep things balanced having the alarm for our elderly relative did provide us with peace of mind and the emergency call handlers were always lovely no matter what time of the day or night the alarm was triggered.”
Dear Fiona,
Thank you for getting in touch and for providing us with your feedback. I am sorry to hear that you have been unhappy with the cancellation process.
I am pleased to hear that the system did provide you all with good peace of mind and you had a good experience with our emergency call handlers.
I can see that your complaint is currently being looked into with our Customer Relations team. Should you wish to discuss this further, please feel free to email us at info@lifeline24.co.uk or call our friendly team on 0800 999 0400.
Again, I would like to apologise for any upset or inconvenience caused.
Please let us know if you require any further assistance.
Kind Regards,
Rebecca
“I needed to get a neighbour to help install it. The email to do with the form of information about my mum,wasn't emailed to me and still hasn't been. We needed help. We couldn't have done it by ourselves.”
Dear Annette,
Thank you for getting in touch and for leaving us your feedback. I am very sorry to hear of the difficulties you have experienced with the setup of your system.
The alarms we provide are designed as a 'plug and play' system which means that they are sent out preprogrammed and ready to install. The standard alarms that we use plugin the same way as a standard landline phone - into the phone line and a source of power.
For our customers with a more complicated setup, or that feel they would struggle with installing their alarm, we can provide a newer sort of alarm that simply plugs straight into the landline.
Our friendly Technical team is available 24 hours for any queries you may have.
I have ensured to resend you your order confirmation, which includes a link to our online registration form. I have also sent you a further backup email with just a link straight to the forms. I would also recommend double-checking in your spam folders.
Again, I would like to apologise for any upset or inconvenience caused. Please let us know if you require any further assistance.
Kind Regards,
Rebecca
“The plan outlined clearly the setting up and execution professional and the equipment arrived next day as promised. Setting up was easy and introduction of plan carried out same day. First call and on line in two days was good start to a long association.”
“Incredibly fast service and very easy to install. Testing of equipment very easy and operators fantastic.
Gave me peace of mind only 24h after ordering it knowing my mum had this if she has a problem.”
“The online purchase was very straight forward with plenty of information available about the alarm. The customer contact form was a bit long winded and I had to enter addresses and contact details numerous times for this and the purchase. A postcode finder would have been good. The parcel arrived 2 days later than expected but that was probably due to Royal Mail! The set up and instructions were very straight forward and the testing with the team was also good. All in all a very good experience 😊”
“So far all we can pass comment on is that the delivery was as the brochure said next day and when we set it up and tested it there were no problems and that the staff on the other end were very pleasant and courteous.”
“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
