“Customer service is good when you have any issues. The system is a bit slow and always getting messages about lost connections. On 2 occasions over the past week the system has stalled.”
Hey Russell,
Thanks so much for leaving us a review.
It's really nice to read that you were able to get help from us when you had issues. We will be in touch soon directly to discuss the other symptoms you've highlighted and ways we can help.
Kind regards,
Leslie Connelly
Customer Experience Lead
“System is not as stable as it needs to be. My perception of my latest issue is that a firmware update caused my hub to hang up and possibly as a consequence caused our two PIR sensors to hang up. The hub hardware reset advised by customer support brought it back to life and the system now arms again, but doesn’t alarm when the exit door is opened following arming. We are still working through the advice provided by the excellent response experience from the customer support team and they are quite frankly the only thing keeping me in a positive frame of mind about this fairly expensive purchase and ongoing modest monthly fee. The system still looks and feels like it could be really good, if only I could get the system to work consistently for more than a couple of months or so.”
Hey John,
Thanks for taking the time to leave us a review.
I'm sorry about the issue you're experiencing, we'll continue to support you with this. I'm confident we can get you fully up and running and I sincerely appreciate your ongoing patience while we assist you.
Please continue to keep that line of communication open.
Kind regards,
Leslie Connelly
Customer Experience Lead
Hi Renjulal,
Thanks for leaving your review and I hope over time we can gain those extra two stars from you!
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
“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
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
