Thankfully we have not had to utilize the service since getting it in July 2016, however, each time we have contacted customer service, they have been nothing but professional and if they didn't know the answer to a question they obtained it right away while I was on the phone with them. My Mother currently has the Mobile device with the pendants, however, after a fall last week, she is now going to be receiving the FALL detection pendant. She did not push her button when she fell because she was worried about scaring me if Mobile Help or first responders were the ones to call me before she was able to notify me. She has been better educated on the system and now knows that her safety is our concern...not me worrying. Thank you Mobile Help and especially Samantha who assisted us today!