“Excellent service in setting up alarm, very helpful in doing this. On ordering item, this was received the following day. Key safe l ordered was of a high standard. So far after only 6 days since in purchased item for my Mother, l cannot fault anything.”
“Very friendly service prompt and polite. Good value for money and peace of mind. Impressed how quick it arrived and how easy it was to set up. Thankyou”
“Service was speedy and the product is good quality. I'm not sure how it will work when needed but this gives us the piece of mind needed when living alone”
“After a series of firm falls, my 93-year-old mother in law started to enquire within the family about some kind of alert system. A quick Internet search of providers put Lifeline24 as meeting our requirements. Setup was a breeze and initial testing was done speedily with the most helpful staff at the Lifeline call centre. Ecstatic about the sensitivity of the microphone on the supplied Lifeline base station (had to reposition it because of interference with a DECT phone). Everyone in the family is very happy with the LifeLine solution!”
“I find it's very sensitive, I've had quite a few calls made for things like I was knitting, folding clothes and twice when I was zipping my jeans up after using the toilet, I've been told to change to the other wrist and see if that's better, apart from that it's very efficient and the ladies are very good when talking to me if it's not so sensitive on the other wrist I'd say it is excellent”
“I am hoping the alarm will be well worth having.
Only installed yesterday but had a few issues with installation which were eventually sorted by your operators.
There was no mention in the instructions of pairing the alarm with the base unit. After several tries including a call using the help button and another to the phone number, I eventually got somebody actually who sorted this out and we got the tests done. Thanks to Sarah and Louise - I think
I am sure this process could be easier - either clear instructions or staff willing to talk through the process.
Hoping things work in future.”
Good Afternoon,
Thank you for leaving us your feedback today and for bringing this matter to our attention.
When sending out our Fall Detectors we put them into sleep mode to avoid using the battery whilst in transit. In order to test the unit the Fall Detector must first be taken out of this mode.
I am sorry to hear that you did not receive the instructions that we send out with our alarms. This has certainly been an error on our end and we will be taking steps to ensure this does not happen again.
I am pleased to hear that you were able to test the unit successfully and had a positive experience with our wonderful staff.
To reassure you, we do have a technical team available to walk you through any queries or issues with the setup of our units.
Again, I would like to apologise for the difficulties you have experienced with the starting up of your account, and thank you for bringing this matter to our attention.
Should you have any further queries or concerns please do not hesitate to get in contact.
Kind Regards,
Lifeline24
“My father changed his mind about this alarm once I’d ordered it. I had been assured that there was a one month , no questions asked return policy but it had not been made clear to me that I would lose the £35 set up fee. The item was not taken out of the box nor set up on your system. I understand there will be some costs involved in returning equipment but feel this is too much and should have been more transparent.”
Good Afternoon,
Thank you for leaving us your feedback. I am sorry to hear that our setup fee was not better explained to you at the point of order.
When we receive our alarms there is a lot of work that goes into getting them ready to be sent out. This includes the preprogramming of the alarm and linking of the pendants, as well as the administration costs associated with beginning a new account with our care team. The one-off setup fee covers everything we do to the alarm before it is sent out and therefore is non-refundable.
Our refunds are processed on a case by case basis.
I hope this has provided further clarity. Again, I would like to apologise that this was not explained to you better at the point of order.
Should you have any further queries, please do not hesitate to get in contact.
Kind Regards,
Lifeline24
“Ordering was easy and a telephone query was quickly answered. The alarm came the next day as promised and we were talked through the testing. All staff have been helpful and polite.”
