“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
“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
“Well I think I must be the only one but from buying this alarm it has to be the single most pointless infuriating piece of tech I’ve ever bought. All the reviews of this product are great, the design looks ideal, the functionality advertised is exactly what I wanted, and all this would be fantastic if it actually worked.
I’ve suffered with sensors randomly going offline (apparently a known issue), my sensors randomly think they are in a triggered state and the only way to clear them is reboot the hub and then wave in front of the triggered sensors to clear them. The key fobs rarely work in;ess they are put in a specific position, the geo alerts are hit and miss. If I suffer a power cut i have to reset the hub otherwise it won’t connect to the Wi-Fi. I’ve been sent a free range extender which did help but as this was an eu model I was told I had to replace it for the uk model, which was sent out free of charge, but it makes a constant buzzing noise (which I’ve been told is normal).
Support on the other hand is great, but the simple fact is the whole product is useless if you have to spend half an hour messing around with resets and waving infront if sensors just to set the alarm.”
Hey Denis
Thank you for taking the time to leave such a detailed review. We always welcome feedback be it good or bad.
As you're aware, we're discussing the issues you've outlined directly with you and looking at options to help. At this stage, from the symptoms you've described, it appears you have a mix of setup & firmware problems. But we have a number of options to help you and address the problems you've outlined. We completely appreciate your patience.
I'm sincerely sorry about the experience you've had but companies can often learn more from bad experiences than good. We'll make sure we put your feedback to task and improve for the future.
Best wishes
Leslie Connelly
Customer Experience Lead
