Dear Tina,
Allow me to express our appreciation for you taking the time to leave your feedback on the Alarm experience thus far. We are always gladdened to hear of the Service from the perspective of our users, as such comments are invaluable to furthering our goal of providing the best possible level of care in future.
With that said, it does sadden me to hear that you have been unhappy with some aspects of the set up process so far. Please rest assured that all reports of ill-will are shared with the relevant department for review. I have also checked the notes on your account and have confirmed that appropriate assistance has been rendered by our Customer Service Team and the matter resolved satisfactorily.
Kind Regards,
Cordelia
“Really easy set up and use. I filled out the starter form and that was the most challenging thing about this system but easy. I tested the equipment by simply pressing a button and then it was all sorted and ready to go. Could not be happier with the product so far and I feel safer with the piece of mind of moving around at home and help being called if needed.”
“My questions were answered promptly and so I applied for my personal alarm and key safe on line. This was a very easy process to follow. My alarm arrived the following day I was very impressed.”
“Very helpful & kind staff, Wayne explained everything simply, ordering was straight forward & when installed the 2 test calls were easy to do & dealt with efficiently”
“This was a replacement box for one damaged by lightning. The new box was delivered next day and easily installed by me. Very friendly and helpful operator when testing the new box. Excellent service.”
“I arranged pendant alarms from Lifeline24 for both my parents when they were alive and was so impressed with the range that I decided to get one for myself. I was living alone at the time. Although my husband lives with me now he is much older and so I think it is still a good idea to have it. I encourage all my friends who live alone to get one. I don't know why people think they are only for the elderly!”
“Most of your staff have been very helpful when there have been problems and in the end they were successful in solving these issues.
Now the negatives.
I assume that most of your customers are of pension age and as they are asking for a security device are not in the best of health. If like me they have restricted hearing needing audio aids it is often difficult to understand what is being said on the phone even with the loudspeaker system. On several occasions when the alarm has been answered I have been unable to understand what has been said as the operator is speaking too quickly and not very clearly. May I suggest that you select clearer speaking personel for this very important part of the operation.
I think the device works on mobile phone technology for speech and GPS for identifying my position. As I travel to the countryside at least once a week I decided to test the device on my weekly visit to my daughter who lives in a farmhouse in The Peak District. I dropped it on a carpet and then walked outside the house as radio reception is not good in stone houses with thick walls. Initial contact was made but within 30 seconds contact was lost. I heard nothing more from your operator and returned home later that evening. On checking my landline phone I found that the operator had tried to contact me twice and having failed then called an ambulance whereas she should have contacted my daughter where I was at that time. I rang my daughter who said that an ambulance had just arrived. Subsequently I was contacted by I assume a supervisor to check that I was OK.
By the way, why not use ‘mobile phone technology’ and ‘GPS technology’ in the details about the coloured lights. You may know what ‘GSM network’ and ‘GPRS network’ mean but I’ll bet few of your customers do.
Now that problems have been resolved I hope the future is less complicated.
I assume that changes from the original equipment were necessary because they had stopped operating. I notice that none of your competitors are offering that older type now.”
Dear Peter,
Thank you for your review today and for taking the time to leave such comprehensive feedback on the service. We are always greatly appreciative for comments regarding our Service, as they are critical to ensuring that we can offer the best care that is feasible.
However, it is disheartening to hear that you have experienced a few issues with the Alarm thus far. Checking the records we have on file, I can confirm that the matter has been satisfactorily resolved on our end. Additionally, I have raised your specific comments on the Service with the relevant departments.
Kind Regards,
Cordelia
