Hey Greg
Thanks for leaving feedback.
By the sounds of it you are loving Boundary System which is great, Glad to hear it. Also glad to hear customer service is great.
Thank you for taking time and leaving honest feedback.
Joe Quinn
Customer Experience Agent.
Hi Billy
Thanks for leaving positive feedback.
I'm glad to see that you are enjoying Boundary, we try from day 1 to make everything including install easy and user friendly.
Thank you once again
Joe Quinn
Customer Experience agent.
“Apart from paying for professional installation and then having to finish the job myself, the sensors alert me every day that one of them has gone offline.
every few days the main hub switches to cellular data even though it is almost next to a 300mbs hub.
Not very impressed and thinking of changing for wired alarm system for reliability”
Hi Kevin,
I am sorry you are having issues still, I have opened up a new support ticket and sent this to your email to make sure we can get this fully resolved for you.
Kind regards,
Phil Williams
Head of Customer Experience
“I backed the Boundary home alarm on Kickstarter and am so glad I did. It’s a great piece of kit that’s simple to set up and install and has a really easy to use interface.
Brilliantly simple to set up users on the system with their own PIN numbers and the accompanying app is great.
For the niggles that have come up, the support from the Boundary team has been exemplary. Quick response times with great support and help.
Couldn’t recommend more.”
Hi Simon
Thank you soo much for leaving feedback.
It's amazing to see that you have backed us since day 1 and still loving the Boundary system, It's great to hear you pointing out some of the things we pride ourselves on like the simplicity of set up, the app and the ease of use.
Thank you for the kind words regarding the support, we aim to help and support from day 1 with your journey with us.
Thanks Again Simon.
Joe Quinn
Customer Experience Agent.
Hey Andreas,
Thanks for leaving us a review!
I'm glad to read that you were happy with the support you received when contacting us.
Kind regards,
Leslie Connelly
Customer Experience Lead
“Great system, had small issue with sensors being too sensitive for my dog, contacted support and they sorted remotely.
All sorted, v happy.
Only think I would like changed is for the led on the alarm to be brighter and more noticeable”
Hi Steph
Thank you so much for leaving such amazing feedback.
I'm glad we sorted everything for you, I hope your dog is loving roaming around now without you having to worry about the sensors going off.
I have noted that suggestions and will definitely feed that back.
Thank you again for leaving feedback.
Joe Quinn
Customer Experience Agent
“Amazing piece of kit and excellent customer service. We bought this for our own house, so easy to install and connect everything up. It’s also really easy to use. We also bought it for my parents, however there was a faulty hub, contacted the team and within 48 hours a new hub was delivered. My only wee niggle would be the default 45 seconds to exit/enter the property. I know this is down to certification, but wonder if in the future that there could be an option for users to amend this?
Overall amazing product and customer service!”
Hey Darren,
Thank you very much for leaving us a review, it's really appreciated.
It's great to read that you've found our system to be amazing and that when you needed help, you got it quickly. I love that you've found it easy to use and that you recommended our system for your parents, what more could we ask for?
In regards to the arming countdown, there are new features being considered to allow different options when arming through the mobile app. Once fully developed and tested, these will hopefully be released on a future mobile app update.
Thanks again,
Leslie Connelly
Customer Experience Lead
“Had ongoing problems , if at end of day these are not resolved then the slate is wiped clean.
Start of next day , no follow up and have start all over
The responce as it gets to end of day seems to be , we have passed it to our engineering team”
Hey Michael,
Thanks for leaving us a review, we welcome all feedback, whether it's good or bad.
Our customer experience team is currently investigating the issue you've been experiencing and will continue to support you. We're confident we can get you fully up and running, we appreciate your ongoing patience with this.
I'm sorry to read about your disappointment with how we've handled this. I can assure you the history of your contacts with us are available for our customer experience team to review when helping you. These are carefully considered when troubleshooting any issues you have, and the previous messages are not deleted at the end of the day. Also, there are certain circumstances where we may need the additional skills, knowledge, and tools of our internal engineering team to help you with problems. The time of the day is not a factor we take into consideration when getting that extra help.
Please keep the line of communication with us open and we'll help you as efficiently as possible.
Kind regards,
Leslie Connelly
Customer Experience Lead
“Purchased the product with a 50%offer. Product looked great until you have to set it up. It took me over 48hours and it still didn’t work. I purchased motion and contact sensors and found over 50% wouldn’t set up and then the main hub has lost all the connections. Support is slow and the product is rubbish. I’m still trying to get it sorted almost three weeks after purchasing. Do not buy.”
Hi Mark,
Thanks for taking the time to leave a review. I know we have an ongoing case open with you right now regarding your system, I'm confident we can get you fully up and running.
I also took a quick look at the response times and aside from the weekend where we, unfortunately, don't provide support right now, all of your responses were well within our four hour response time.
Don't worry though, you are in the best of hands right now and we will get a positive outcome for you.
Best wishes,
Phil Williams
Head of Customer Experience
“A great alarm system - simple to use, lots of features - hence why I chose this product over the competitors. The hub system itself looks great, the outdoor siren isn't plastered in gaudy colours, the calling of multiple phones/text messages and alerts are a great additional feature and well worth the £9.99 monthly subscription fee for extra peace of mind.
Whilst there are some odd infrastructure and hardware decisions made behind the scenes with this solution, like for instance how the pairing works, the contact tamper button (which also acts as a reset function, go figure!) and what happens if things go wrong (you must contact support for everything via their website and there's a lack of self fixing, which being a very techie guy can get quite frustrating), once it's up and running, it is stable and works very well.
I did have some initial trouble with my specific install but working with the support team, who are absolutely fantastic I must say, those issues are now resolved.
Would highly recommend this to others.”
Hi Tony
Thank you for leaving such amazing and transparent feedback.
I'm glad to hear that you are loving the alarm and its features, our ease of use and numerous features are what stand us out from the competitors so I'm glad you have highlighted that.
Infrastructure and hardware decisions over time will be getting better, all our teams work closely and suggest improvements all the time. In regards to self-fixing, we try and make our support articles as easy to follow as possible and as a last resort contact customer support.
I'm happy we solved your initial install problems.
Thank you once again for the amazing feedback.
Joe Quinn
Customer Experience Agent
“After a bit of research, I placed an order for the Boundary Alarm. It was a very easy process to select what was required for my house. When it arrived it was again a very easy setup and install. However, I knew better and didn't follow the really good and clear step-by-step instructions and got in a mess. I then made contact with their support team who I have to say were first class and very professional. The timescale to respond was excellent and the issue was resolved the first time, with no blame attached to me.
Overall 10/10 for everything.”
Hi Alan
Thank you so much for the amazing feedback.
It's great to hear that it was easy to set up and install. We aim to make it easy as possible for everyone to follow. I'm glad we were able to help you and these things happen so please don't beat yourself up about getting into a mess - it's our job to then help.
Thank you once again for the great feedback.
Joe Quinn
Customer Experience Agent
Hey Martin,
Thank you for the review.
It's lovely to read how happy you are with your system and the support you received.
All the best,
Leslie Connelly
Customer Experience Agent
“Four months in. No false alarms but a few phantom alerts in the log. Battery levels 61-65%. Hub has grumbled occasionally about stuff not even equipped, like Cellular. Also grumbles about wifi occasionally, despite a solid connection.”
Hey Ian,
Thanks for leaving us a review, it's really appreciated.
It's nice to hear that you're generally happy with the system.
We also appreciate your constructive feedback here. The alerts around WiFi disconnects and cellular backup (even though you don't have this) have been fed back to our engineering team. Once improvements have been fully developed and tested, they'll be remotely rolled out on future firmware updates.
If you need any further support, please get in touch with our team.
Kind regards,
Leslie Connelly
Customer Experience Lead
“This alarm is neat! Easy to assemble and connect to the app. Allocating motion sensors and door triggers is effortless and an option to add your names for the rooms makes it that much more UX friendly.
5 stars for the best customer service and support!”
Hi Marija
Thank you so much for the great feedback.
It's great to hear you are loving the Boundary products and its easy to use. Ease of use was a key concept in development so it's good to hear that it's working for you. Also, it's reassuring you got great customer service from us also.
Kind regards
Joe Quinn
Customer Experience Agent
Hi Christian,
Thank you for your review.
We're glad to hear everything has been simple it's what we like to hear.
Kind Regards
Joe Quinn
Customer Experience Agent
“The product is exactly what I was looking for but there have been teething problems with the system including faulty sensors. Customer service has been helpful but it has been frustrating. Would have been a 5 otherwise.”
Hi,
Thanks so much for taking the time to leave us a review!
It's lovely to read that the system is exactly what you were looking for. I appreciate your frustrations and I'm sorry about this. But it's reassuring that our team has been helpful at addressing your teething problems. We're always working to make your customer experience as seamless as possible and we'll work to improve on this.
Kind regards,
Leslie Connelly
Customer Experience Lead
“I spent a long time looking for a smart Alarm system for my property, ready reviews and watching YouTube videos. I came across the Boundary Alarm system and was instantly impressed with the look and the specifications of the system. I took the plunge and ordered one of their large bundle packs with some additional sensors. Product arrived very quickly and I set about installing.
The process was not as complicated as I thought. I did need to contact customer support to ask a couple of questions and sort a couple of issues. Customer support is first class with fast and polite response (very impressed). To end all I can say is if you are considering purchasing a smart alarm go with Boundary. They other a first class product with first class customer support backup.”
Hey Phillip,
Thank you for your review, it's really appreciated.
It's wonderful to read about your journey from considering your option to now being fully set up with Boundary. Especially how impressed you are with our products and services. Even to the point that you'd recommend us. This is exactly what we aim for.
Kind regards,
Leslie Connelly
Customer Experience Lead
“Really like the system, quality and price.
The quality product coupled with outstanding customer service make Boundary a system that I would recommend.”
Hey David,
Thanks so much for your review.
It's lovely to read that you would recommend us. Specifically that you feel our product is high quality and that we were able to answer any questions you had effectively and efficiently.
Thanks again,
Leslie Connelly
Customer Experience Lead
