“I placed an order in extreme haste to take advantage of discounts that were about to expire. This was on a Saturday and out of business hours so I couldn't obtain answers to a number of questions that I wanted to ask about the product. Consequently I spent Sunday conducting my own in depth research which established that the offering, whilst undoubtedly excellent, had certain disadvantages compared to that on offer from a competitor. I should add in all fairness that the competitor's offer didn't meet ALL my requirements, some of which WERE met by the Boundary alarm system but on balance Boundary were just edged out. I cancelled the order via their out of hours chat messaging but unfortunately the correspondence was not picked up in quite enough time to stop them packaging and despatching the alarm system although they managed to recall it from the carrier before actual delivery. However, they were extremely understanding and helpful and immediately refunded the payment. We all have our own different requirements and priorities when evaluating products and I would again emphasize that for others the Boundary system may well come out on top. Their business model is first class and I wish them much success.”
Hi Peter,
Thanks for taking the time to leave such honest feedback. Although we couldn't help on this occasion I am very grateful nonetheless that you took the time to provide your thoughts.
We are constantly looking for ways to make sure all our customers have information at their fingertips, even in the middle of the night(!), and this is a process we are improving now.
I do hope we will see you as a future Boundary customer!
Many thanks,
Phil Williams
Head of Customer Experience
Hi there,
Thanks for the feedback, it's very much appreciated! We are looking at various contact methods for the company going forward and finding the perfect balance between availability and speed is our definite goal here.
Best wishes,
Phil Williams
Head of Customer Experience
“I have been looking for a smart, grade 2 certified alarm with police monitoring for some time, and while there are some very good smart systems, and plenty of traditional alarms trying to add smarts, all have significant fundamental issues that mean they are a long way from meeting my requirements. Boundary changes that, or at least, it will.
I ordered my hardware and scheduled the professional install without issue, a month's wait, but I was warned of that before purchase. On installation day, it became apparent we had a communication gap between the installation company and me, as the engineer arrived some 4hrs after I expected him, however he was excellent, thorough and friendly so no problem.
There were a few issues with the install, that required replacement parts to be sent out, which was done by the ever efficient customer service team, who then walked me through the final steps installing those pieces as the engineer obviously hadn't been able to finish.
The system now is good. I think in time, it will be great, which is why I have only given 4 stars. The app is a little buggy, although the main features work fine, and the pairing issues we had at installation feel more like teething pains that I think with time will be ironed out. Also, the police monitoring service option has been delayed... Again. So I don't have that yet either, but again, in time, it will come.
Customer service though are brilliant, super responsive and helpful, I trust they will maintain this as they grow.
Overall I am happy and I expect in a few versions of the app and some months to get the pro service online, I'll be happy to give it a 5star review.”
Hi Tim,
Thanks for taking the time to leave such a detailed review, we really appreciate all the feedback. Thanks as well for the patience whilst we get rid of the last remaining gremlins, I'm very confident we can turn your 4 stars into 5 very soon!
Best wishes,
Phil Williams
Head of Customer Experience
Hi Doug,
Thanks for leaving a review, hopefully we can add those extra two stars once you place your order!
Best wishes,
Phil Williams
Head of Customer Experience
“Unfortunately I jumped on the bandwagon and ignored some reviews advising to let the company be more established.
Customer service was great to be honest. Quick responses. Unfortunately the hub, siren and sensors were not great. Kept loosing connection to sensors, siren was faulty and hub developed a fault with tamper. Did not purchase from Boundary, but got refund easily as only had for a few weeks. Think will be a good system, but others like Ring are far more established, cheaper and reliable.”
Hey
Thanks for taking the time to leave us a review. We appreciate all feedback, whether it's good or bad.
As you've left your review anonymously, it's difficult to comment directly on your experience. But I'm sorry to read about your disappointment and the issues you had with your system. But it's reassuring to read that our team was helpful.
We continually review experiences like yours for ongoing improvement because companies can often learn more from bad experiences than good.
Kind regards,
Leslie Connelly
Customer Experience Lead
“Expensive and very poor installation service with long waiting times. They used to offer 4 price plans they now only offer 3. Lastly, their Pro plan is now delayed until 2022.”
Hi there,
Thanks for getting in touch and I'm sorry you felt the installation service was not as great as it could have been. As agreed, we have refunded the installation charge as you decided to self-install and upgrade to the Police monitored system at a later stage.
It was a particularly challenging install and we have identified areas where we can improve, these are being put in place right now.
Once again, sorry for the issues you experienced and we will always be on hand to help should you have any issues using your Boundary alarm.
Best wishes,
Phil Williams
Head of Customer Experience
“Excellent home system.
Easy to select what you need, clear website which helps you decide system requirements.
Packaged well and fast delivery.
Easy to position sensors, no fancy tools needed or a professional installer.
Easy to link the system via mobile app, again you don't need to be a professional as instructions really clear.
If you do get stuck simply email and a lovely person replies very quickly who is there to help, they even check later on to make sure your problem is sorted.
Great you can easily add on items such as extra sensors or key fobs.
Working the system is really easy. Via the app or hub. Arming and disarming is quick and easy.
The bundles are competitive priced and gives great piece of mind. Alerting you to any issues via a text and phone call.
Would I recommend it? yes in fact.. I have already recommended to many friends and family.
Thank Boundary 😊”
Hi Carrie,
Thanks ever so much for such a positive review. It's fantastic you have had such a positive experience with us and it is absolutely what we strive for.
Much appreciated!
Phil Williams
Head of Customer Experience
Hi James,
Thanks for leaving us a review. We really appreciate the feedback and the very kind words.
Kind regards,
Leslie Connelly
Customer Experience Lead
Hi Avtar,
A positive experience, whenever you get in touch, is one of the cornerstones of our business and I'm very pleased to hear you are happy.
Thanks again for taking the time to send in your feedback!
Best wishes,
Phil Williams
Head of Customer Experience
“Great system, easy to set up, lots of choice how to enable it. Monthly plans and equipment bundles very fairly priced. Also easy to add on sensors to system when or if you need more.
Very easy to use alarm in terms of setting alarm and disarming it.
Would highly recommend.”
Hi there,
Thanks ever so much for the feedback, we really appreciate it! Don't hesitate to get in touch if you have any questions or problems.
Best wishes,
Phil Williams
Head of Customer Experience
“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
“I am now a week into my attempts at installing the system, and have just got a minimal working system, with three significant remaining issues. I have not yet linked in the siren as I have not yet got enough confidence in the system robustness and reliability that it won’t trigger and upset the neighbours. Still working with Customer Support towards an installation which reflects what I purchased and what the website promised. CS are pretty good, despite the clunky email communication mechanism. I am sure this would all have been easier if they could use the telephone, but this does not seem to be an option. With hindsight, I am kicking myself that I didn’t pay for a professional installer. The system looks really easy to install if all goes according to plan, but if there is a glitch, then troubleshooting it is really tricky.”
Hi John,
Thanks for taking the time to leave us with your honest feedback. We always accept less than perfect feedback from our customers as it is the ideal way for us to understand when things don't go to plan and what we need to do to improve the service.
I understand we have an open ticket with you right now and we shall continue to work on any outstanding niggles unit you are happy with your purchase.
Best wishes,
Phil Williams
Head of Customer Experience
“One of the easiest setups for an alarm system. As a UX designer I love using well though out products and can easily recommend Boundary. Great looking simple user experience. Well done Boundary!
Maybe in the future you can look at cable routing options from the back instead of straight down, maybe cable channels left and right just for the OCD users out there. I’ll happily be buying more sensors.”
Hey Mark,
Thank you for your positive review, it really is appreciated.
It's nice to read about your impression of the user experience, this is something we carefully consider and look to continually improve. I appreciate your feedback about the hub cable and ways to manage it, I've passed your feedback on to the relevant team as a suggestion.
Kind regards,
Leslie Connelly
Customer Experience Lead
Hey Calum
Thanks for leaving us a review.
We appreciate your patience while we work through these initial teething issues. We'll continue to help address any questions or issues you have directly. I'm confident we can get you fully set up so that you can not only arm your alarm but enjoy all of its features.
Kind regards,
Leslie Connelly
Customer Experience Lead
“Design: Excellent
Good Value: Yes
Would Recommend: Yes
Support: Excellent (maybe in the future extended support hours would be good, especially with customers self-installing out of business hours).
Customer Service: Superb
Ethos: Customer first, professional, can do, "let's get this sorted for you" approach, from a UK based business. Perfect.
I had a few pairing and other issues, but all either quickly resolved or ideas/suggestions discussed via the support channel.
And to touch on a point made by others here; read the manual! Or visit https://support.boundary.co.uk/hc/en-gb In fact, read every piece of written material in the box/es! I am very tech savvy, but you might just miss something critical in terms of the installation pathway that causes you grief along the way..!”
Hi Andrew,
Thanks for taking the time to write such positive feedback, we really appreciate it!
You make a good point about the documentation but to be fair, we can (and will) make this easier for people to get up and running quickly without having to refer to any guides and this is an area we're looking at very closely right now. Ultimately you should not need to get in touch with us to get set up but ideally, ask us how to get the most out of your system!
Thanks again,
Phil Williams
Head of Customer Experience
“I was one of the 50 lucky winners, last month. I received the Alarm and installed it with out many issues. The issues I come across was my own fault not the system.
I've had it up and running now for two weeks, the Alarm is simple to set up (Please read instructions) don't get cocky by thinking you can do it without reading them, 😂. Pretty simple set up and very easy to use all from by the app
I would recommend this alarm to everyone.”
Hi Shaun,
Really appreciate the great feedback and the patience in getting setup. It's been a pleasure working with you for the last few days!
Best wishes,
Phil Williams
Head of Customer Experience
“A few weeks ago, I was fortunate enough to be the winner of a Boundary Home Security System, which I could not believe had actually happened.
The system arrived very quickly, along with constant support from the Boundary team.
Set up was very easy but I did have a couple of teething problems, which I'm pretty sure as my fault. However, all the problem were ironed out quickly and everything is now working perfectly and seamlessly along with my Alexa.
The app is very easy to use, the main hub is even easier. The contact sensors, motion sensors and outdoor alarm are all quick and easy to install and fit.
I've never owned a home security system, so this is my first and I'm more than happy with it.
Thank you Boundary 👍”
Hi Bryan,
Thanks so much for taking the time to leave such a positive review and congratulations on winning your Boundary system!
Many thanks,
Phil Williams
Head of Customer Experience
“Wow what a great product, super easy to set up and get going, the quality of the products is also amazing. I would recommend this to both DIY installers like myself and to pro installers. I also contacted the Helpdesk for so information and had a reply in under 10min which was great customer service. 10/10 from me!!”
Hi Robert,
Thanks ever so much for the kind words and we're chuffed you're so happy with your system!
Best wishes,
Phil Williams
Head of Customer Experience
