“After a few problems with faulty contact sensors the system system is working fine. The problems were sorted out quickly and new sensors sorted the issues”
Hi Grenville,
I'm glad we got over the initial hiccup with the faulty sensor and you are now happy with your system. Do let us know if you have any further questions!
Best wishes,
Phil Williams
Head of Customer Experience
Hi Adrian,
Thanks for the kind words and I appreciate the patience and understanding you showed during our conversation.
Best wishes,
Phil Williams
Head of Customer Experience
“I had a few problems at first but were resolved in an excellent.
A new company who are working hard to make things better .
Just persevere and you will see a big improvement.
I’m sure they will get a lot better”
Hi Andrew,
Thanks for taking the time to give us an honest review. I'm sure the teething problems you had were just that and your future experience will be absolutely fine.
Thanks again for the review!
Best wishes,
Phil Wiliams
Head of Customer Experience
“We had been looking for a suitable alarm system for some time, and struggled to find one that was easy to install, provided features such as 'cellular backup' and didn't require a camera (we'd rather avoid these over privacy concerns).
Boundary is the perfect option for us! The delivery of the kit was prompt, it's all packaged very well, the instructions are clear, and for the most part it has been very easy to set up. The build quality of the components seems great as well, and there are reasonably cheap subscription options available.
Over the course of the first week we've experienced some small issues that all seem to have been fixed by us circumventing our mesh wifi network and connecting the hub straight to the main router's own WiFi. Worth noting that Boundary have assured me that getting the hub to play better with mesh networks is due to be addressed in an upcoming update.
Throughout any issues I have had, the customer service team has been excellent. Usually responding to any emails within an hour.
Reasons for not giving 5 stars:
- couple of teething issues with hub dropping out and a couple of resets required (solution found and hopefully some of these can be avoided with future updates). This is a new product of course so teething issues should be expected.
- instructions and website state the hub can be wall mounted or desktop mounted using the stand that's sold separately. That stand actually isn't available yet but is coming soon. For me, wall mounting isn't an option, so would have been good to be aware of this in advance. Would be good if the website and documentation reflected this.
- there are some differences between what's in the included instructions and what's stated on the online support materials (e.g. advising against any power extension cords for the hub, or advice against wifi mesh networks aren't present in both)
To be honest, if I could I would have gone for four and a half stars!
All around, great experience so far and product does everything I need it to.”
Wow!
Thanks so much for the super detailed review, it's really appreciated. The teething issues you mentioned are being ticked off as I type so these won't be back in the future. We're also working hard to get the desktop stand ready which frankly looks fantastic. This should be live in September.
We'll also review our support materials to make sure they line up with your expectations so again, thanks for pointing this out.
Best wishes,
Phil Williams
Head of Customer Experience - Boundary
“After quite a few problems (finger problems mainly) my alarm is installed and working properly. The web site and ordering process is excellent and the delivery prompt and timely. The packaging of the components is first class and installation relatively easy.
The problems came in the fine detail so I had to lean very heavily on Boundary support quite a few times in order to resolve problems and finally get things working as I wanted.
This was a replacement for an existing, wired system so my expectation of it operating in exactly the same way as the old system was misplaced. However, with support from Phil and Leslie, I was able to overcome most of the problems and am extremely satisfied with the outcome.
Some of the hub-based functions could be improved and I have assurances that work is being done to improve the functionality there.
Overall, I am pleased with my system and have no hesitation in recommending Boundary to others.”
“I won’t say the setup was painless and it looks like my first hub was faulty. But the team at boundary responded promptly and got me sorted. I think the alarm has a lot of potential and look forward to seeing the updates.”
Hi Denis,
Sorry to hear you are having issues, we have just updated your current support ticket and look forward to speaking with you soon.
We're confident we can get the problem turned around quickly for you.
Many thanks,
Phil Williams
Head of Customer Experience
Posted 3 years ago
Hi Denis,
Glad we could help get you back up and running, sorry once again for the blip but you should be good to go now!
Thanks again,
Phil Williams
Head of Customer Experience
“I had a number of setup issues with my alarm having purchased it just after release and this required me to contact support. They were very attentive and worked through the issues with me, giving my options to resolve the issue including sending out a range extender free of charge. I'm all up and running now and feel like my custom mattered to the company. I would give 5 stars if it were not for two points: 1) the issues I encountered were definitely teething problems with a new product, but suggested the initial launch should have been run as a beta; 2) the support resolution was all done via email which resulted in tens of emails - there should be a chat system for this.”
“Very helpful, clear and honest support, but the delayed launch is disappointing, and means I cannot implement a Boundary alarm system in my project timescale.”
Thanks for the review Alan and sorry the launch delays have caused an issue for you.
We're working incredibly hard to bring a brand new smart home alarm system to market which is a huge challenge and hope to begin shipping DIY installs at the end of this month th so the end is in sight!
Many thanks
The Boundary Team
