“I'm not particularly happy with the Customer Service I've received from Lifeline 24. I purchased the Fall Alarm on Thursday 8th February and the unit arrived on Friday 9th which was great, but the instructions say not to set the unit up until a confirmatory email has been received to say that all my details have been received. I still haven't received an email to date. I went online on Monday and spoke to someone on the 'chat' and they apologised and confirmed that it was ok to set the unit up. However, after following the instructions in the booklet, the unit didn't work and I was getting a 'this number is not recognised' message. I was very busy at the weekend and didn't get a chance to do anything more about it. I tried once on the Saturday to ring Customer Service 0800 number but the queue was so long I gave up after about 10 minutes. Then on Monday 12th I had to go to work (and had to just hope that my husband didn't have a fall). On Tuesday 13th Feb I rang Customer Services in the morning and explained that I wasn't able to set the unit up and was told to unplug everything, leave it for 15 minutes, plug it all in again and it should work, which it didn't. I rang back again and someone told me they would put my query through to the technical team and someone would call me back, no-one did. I rang later in the day and spoke to someone else. I explained that I needed to go out in the afternoon and the whole purpose of having the alarm was so that I could leave my husband alone and have peace of mind in case he has a fall. A young man tried to get me through to speak to someone straight away, but no-one was available. Someone did ring in the afternoon while I was out, but I missed the call and it wouldn't have helped anyway because I wasn't in the house to go through everything with anyone. I tried setting it up again on Tuesday evening with the same results, it still didn't work. I rang Customer Services again and they said that someone "should" call me back the next day as they hadn't been able to contact me earlier on the Tuesday. In desperation, I rang BT to see if they could help me work out what I was doing wrong with the set-up. Some extremely helpful young man at BT went to a lot of trouble and took a lot of time with me and he told me I would need to call Lifeline24 again the following day and ask whether the alarm is compatible with BT's digital voice service. On the Wednesday morning 14th, I did this and spoke to a very very helpful young lady at Lifeline24 who has obviously had some training, because she immediately knew what to do (didn't need to transfer me to the technical team) and went through what I needed to do to set the alarm up through my Router. That young lady's name is Keira Sibbons. I'd really like to commend her, she was very polite, very patient and knew exactly what to do. I hope she gets some sort of commendation or bonus for being so helpful. So now that I have the alarm actually working I'm very happy with it, but I do think that you need to train your staff so that they can maybe ask a few pertinent questions, as someone non-technical may have been able to help me much earlier on if we'd got to the bottom of what the issue was. I would also recommend that when you send out your alarms, you put a separate sheet inside each of your booklets, explaining what you need to do to set the alarm up if the broadband system at home is BT's Digital Voice service (rather than the standard landline broadband service) as the set-up for this is nothing like what's described in your booklet - and for a non-technical person like me some simple instructions would be a Godsend. Anyway, you asked for feedback so I've given it - and I would again like to thank Keira Sibbons very much for being calm and so helpful. I am a carer and I work full-time and things like this really add to my stress-levels when it was really so unnecessary.”
Hello Teresa,
Thank you for your review and for bringing this matter to our attention.
I regret to hear of your initial difficulties with setting up the Alarm and receiving the required help from us. This is certainly not our intention for our initial processes and I will be more than happy to share your comments with the Team for review.
I am gladdened to hear of your kind words for our Staff and will be certain to share your words with Keira when possible.
If you require any additional assistance, please feel free to contact us again.
Best wishes,
Ash
Hi George and Patricia,
Thanks for taking the time to leave a review. We are pleased to hear that you're satisfied with the service.
Rest assured that our team are always available to provide support when needed.
Kind regards,
LifeConnect24
“Works well. Very efficient staff who answer the alarm and reassuring to my friend that help is on the way. Even a follow up call to check that all is ok.”
Thank you for taking the time to leave a review. We are pleased to hear that you are satisfied with the service.
Rest assured that our team are always available to provide support when needed.
Kind regards,
LifeConnect24
Hello Diana,
Thank you for taking the time to leave a review. We are pleased to hear that you are pleased with the service and that we could provide a replacement alarm in good time.
Rest assured that our team are always available to provide support when needed.
Kind regards,
LifeConnect24
Hello Angela,
Thank you for taking the time to leave a review. We are pleased to hear that you are satisfied with the service.
Rest assured that our team are always available to provide support when needed.
Kind regards,
LifeConnect24
“All seems well except the distance quoted up to 100m. My mother’s greenhouse is less than 100m from her house yet there is no coverage there. Minimal mobile reception steered us away from GPS and we need a fall decector.”
Hello Susie,
Thank you for taking the time to leave a review. We are pleased to hear that you are happy with the service overall, but apologise that the range of your alarm hasn't been as expected.
Our fall detector alarms have a range of up to 100m, though this can be reduced by thick walls. If you would like additional information, please call our customer service team on 0800 999 0300 and we will be happy to help find a solution.
Kind regards,
LifeConnect24
Hello Anne,
Thank you for taking the time to leave a review. We are pleased to hear that you are satisfied with the service.
Rest assured that our team are always available to provide support when needed.
Kind regards,
LifeConnect24
“With the link-up to Lifeline 24, my daughter had no trouble in working it out! I tested it near the box and at the end of my garden (and when I accidentally pressed the alarm on my wrist). They were on the phone straight away - amazing!”
Thank you for taking the time to leave a review. We are pleased to hear that you are satisfied with the service and that everything is working as expected.
Rest assured that our team are always available to provide support when needed.
Kind regards,
LifeConnect24
“Ordered early afternoon, delivered the next morning, which was a Saturday. Very easy installation, given us peace of mind. My thanks to Jos, who helped me through it.”
Hi Karen,
Thank you for taking the time to leave a review. We are pleased to hear that you are satisfied with the service and that it is providing you with peace of mind.
Rest assured that our team are always available to provide support when needed.
Kind regards,
LifeConnect24
“I’ve been thinking of having an alarm for a while, and am so glad I finally did. It’s been such a relief to myself and my family to have the 24/7 support of the wonderful team. Each stage from making contact to setting up and using is so easy. My wrist alarm is comfortable and smart. A truly perfect service.”
Hi Fay,
Thanks for taking the time to leave a review. We are pleased to hear that our service has helped to relieve your worries.
Rest assured that our team are always available to provide support when needed.
Kind regards,
LifeConnect24
Hi Gary,
Thank you for taking the time to leave a review. We are pleased to hear that you are satisfied with the service.
Rest assured that our team are always available to provide support when needed.
Kind regards,
LifeConnect24
Hello Carole,
Thank you for taking the time to leave a review. We are pleased to hear that you are satisfied with the service and that it is providing you with peace of mind.
Rest assured that our team are always available to provide support when needed.
Kind regards,
LifeConnect24
Hello Vincenzo,
Thank you for taking the time to leave a review. We are pleased you had a pleasant experience when calling us.
Rest assured that our team are always available to provide support when needed.
Kind regards,
LifeConnect24
Hello Susan,
Thank you for taking the time to leave a review. We are pleased to hear that you are satisfied with the service.
Rest assured that our team are always available to provide support when needed.
Kind regards,
LifeConnect24
Hello Jennifer,
Thank you for taking the time to leave a review. We are pleased to hear that you are satisfied with the service.
Rest assured that our team are always available to provide support when needed.
Kind regards,
LifeConnect24
Hello Julia,
Thank you for taking the time to leave a review. We are pleased to hear that you are satisfied with the service.
Rest assured that our team are always available to provide support when needed.
Kind regards,
LifeConnect24
Hello Ruth,
Thank you for taking the time to leave a review. We are pleased to hear that you had a positive experience when speaking to us.
Rest assured that our team are always available to provide support when needed.
Kind regards,
LifeConnect24
Hello Michael,
Thank you for taking the time to leave a review. We are pleased to hear that you are satisfied with the service and that Joss could assist you.
Rest assured that our team are always available to provide support when needed.
Kind regards,
LifeConnect24
Hello Michael,
Thank you for taking the time to leave a review. We are pleased to hear that Jos could assist you and that you are satisfied with the service.
Rest assured that our team are always available to provide support when needed.
Kind regards,
LifeConnect24
“The service over the phone is fantastic but the online and in-box instructions are over simplified and lack important details like how to pair a pendant to the base station and how to setup the WiFi backup connection. Had to call the helpline to complete the setup.”
Thank you for taking the time to leave a review. We are pleased to hear that you are happy with the service and will take your comments onboard regarding the instructions provided.
Rest assured that our team are always available to provide support when needed.
Kind regards,
LifeConnect24
