“My set up went wrong it was quite late one afternoon but I had a replacement the next day couldn’t wish for better service and the operators are always do pleasant and helpful”
“Unfortunately this alarm does not meet the basic requirement of working when the wearer falls. My frail 91 year old sister has had three falls in the past year whilst wearing this falls button - one a simple overbalance onto a soft carpet, one very serious fall from steps hitting her head on the wall and bleeding profusely and another outside on a bitterly cold day. On none of these occasions did the fall button work. All I have received from Lifeline are inplausible excuses but three times is not acceptable - it has been returned. Do not rely on this equipment.”
Dear Priscilla,
Thank you for getting in touch and for leaving us your review.
Thank you very much for bringing this to our attention. I hope that your sister is recovering well and I would like to sincerely apologise on behalf of us all at Lifeline24 for the problems you experienced with the system.
The equipment was tested upon return and we found there to be no faults with the systems. Unfortunately, not all equipment is suitable for all user's needs. We do offer a range of different products and options to make sure the equipment suits them.
I can see you have since been in touch with our Customer Service team who have been able to close the account.
Again, I would like to offer our sincere apologies.
Kind Regards,
Rebecca
“The delivery was fast and the set up was very easy. But when we were going through the set up process they did not have our new customer information. This was duly located by the person doing the set up. We then had to do a test alarm call, they said there were no emergency contacts set up despite us doing this online at the time of purchase. I do not have the confidence that these details have been uploaded and there is no way of checking. I’d like it if there was an App to go with the product to view, update or change emergency contact details.”
“Fault on Alarm being sent has been going on for 45 mins, unable to cancel call unable to ring 0800 999 0400 call just drops out. So glad I am not needing help”
Dear Marie,
Thank you for getting in touch and for leaving us your review. I am very sorry to hear about the problems you have experienced with your system.
I can see a member of our Technical Support team has been in touch and has been able to resolve your problem. We have now received a successful test from the alarm.
Our Senior Team has also tested our 0800 number to ensure there is no issues with that line.
Again, I would like to apologise for any upset or inconvenience caused. I have escalated your complaint to our team to review whether there is a clearer way we can inform our customers of how to cancel a false alarm.
Please let us know if we can be of any further assistance.
Kind Regards,
Rebecca
“I rang you last week to say my alarm is still telling me my phone is off when it isn’t. I was told a technician would ring me but I’ve heard nothing! Not good!”
Dear Lilian,
Thank you for getting in touch and for leaving us your review.
I am very sorry to hear that there has been a delay with our Technical Support team getting back to you.
I can see that one of our friendly team has since been in touch and has been able to upgrade you free of charge to our newer digital system. This system does not require the phone line so will not affect anything else you have in the home.
I hope this has resolved your complaint and that you will be happy with your new alarm.
In the meantime, if we can be of any further assistance, please do not hesitate to get in touch.
Kind Regards,
Rebecca
“Luckily have not had to use service yet but equipment is great and set up is so easy. Phone team so lovely and friendly, understand that us old ones need a bit more help with how to use and happily talked everything through with no rush.”
“Excellent service and product. Easy to apply for and set up for my elderly mother. The initial lifeline 24 didn’t work when we tested it so a replacement was promptly sent without any fuss. The response team and customer service team have all very polite and helpful. Thank you. It gives us all peace of mind, even though my mother lives next door to us, but if we’re out or away we know she can just press the buttons and help is there.”
“So far everything is working fine and I feel much safer since purchasing your service every c0ntact since enquiry to purchase,, delivery and testing excellent.”
“Web site is easy to navigate and well set out, the ordering process is quite simple and straightforward.
Prompt delivery the next day.
Very easy to set up with the clear instructions provided.
Feels and looks like a quality product.
Overall, very satisfied.”
