“Fantastic customer service, the quality of service this team deliver is a testament to Boundary’s on-going commitment to become a main stream manufacturer, in the home security industry.”
Hi there,
You're very welcome! A fantastic customer experience is very much at the heart of everything we do.
Best wishes,
Phil Williams
Head of Customer Experience
“Early backer of boundary, glad to finally find a smart alarm that doesn't cost a fortune and is full of features. It is nice to see that they are always bringing new features and updates after the product has launched to make it a better item. Customer support is brilliant and always there If any issue happen and sort all issues fast.”
Hi Callum,
Thanks ever so much for taking the time to leave such a positive review. I'm really pleased you're happy with your system and the service provided.
As always, please don't hesitate to get in touch if we can help further!
Best wishes,
Phil Williams
Head of Customer Experience
“Hi Phil
The alarm system is very easy to use and good quality devices. Always answer emails if you need any support or questions answered. Very pleased with my system.”
“I purchased on the 16th July because I felt the system & range of equipment was good also I had a discount. My existing wired system was failing. Time to update to a wi-fi system with a phone App & remote control.
The installation was not straight forward the wi-fi system is slow to react and is difficult to see what is happening with the sensor in real time. The tamper switch in each sensor was a problem and also the main panel tamper switch. They continually reported they were tampered witch became very frustrating after several attempts to fix the tamper the switch would disconnect from the main panel meaning you had to start re-allocation all over again. I had a particular problem releasing the door switch from the base just a screwdriver twist Ha, Ha. At this point I went on an 18 day holiday.
On my return with help from the technical department & reading all the instruction notes the system was working and has remain so to date.”
Hey Ian,
Thanks so much for leaving us a review.
We appreciate your honest feedback, experiences like this can be frustrating but we're continually working to make the pairing process as seamless as possible. Our engineering team is working on background improvements to mitigate the chance of similar issues occurring for all users, but equally, I'm really glad that with our support you were able to get your system fully set up.
Kind regards,
Leslie Connelly
Customer Experience Lead
“few teething issues with pairing devices and last all devices on my system and had to get it remotely removed as i could not do it myself customeer seervice where great”
Hi Reg,
Thanks for leaving your review and I do apologise for the slight blip in service. It's quite rare for the hub to experience this sort of issue but as you found, we're able to restore the system remotely if this does occur so at least we can take that part of the pain away.
Please don't hesitate to get in touch if you have any further questions.
Best wishes,
Phil Williams
Head of Customer Experience
“I haven't purchased yet but their online support was great. I'd suggest opening a phone line up like your competitors have. You cant beat speaking to a real person as its by far the quickest way of answering queries.”
Hey Steve,
Thanks for leaving us a review.
I'm glad to read that you were happy with the support you received.
We primarily offer support online because we believe it's the most efficient way to help. It's a direct line of communication with real people answering your queries, also our support articles online offer a great way to educate our users on how the system works so they can self-help. We're confident in our ability to help in this way but we understand that some users prefer to speak over the phone so we're carefully monitoring the demand for this.
Kind regards,
Leslie Connelly
Customer Experience Lead
“Experienced a few teething problems related to DIY install in an older style property, however service support is excellent and despite experiencing some system downtime issues were resolved within 24 hours. Product is subsequently proving to be easy to use and reliable.”
Hi Allan,
Thanks for taking the time to leave your review and appreciate your patience whilst we got you up and running. Please do drop us a line if we can help further.
Best wishes,
Phil Williams
Head of Customer Experience
“As an early adopter of the Boundary alarm system, I've had my fair share of issues with the app/system, but as it's matured it has improved considerably. Installation is simple and flexible for anyone comfortable with a bit of DIY, with each sensor provided with both screws/plugs and 3M mounting pads (which are great for uPVC windows/doors). The app configuration is straightforward for all members of the household to use, they have the flexibility of using their phones, tags or entering a PIN code to arm/disarm the system. The system integrates with third-party solutions, for example (via IFTTT) my Philips Hue bulbs will turn red when the alarm has been triggered.
The types of issues experienced along the way were some sensors towards the rear of the property disconnecting regularly, this was resolved with a range extender that was provided by the support team. More recently, I've had really unfortunate luck with the contact sensors where they've failed to pair and needed replacements. On the odd occasion, I've experienced issues with the Z-wave network where the alarm sensors were not reporting their status to the hub correctly which I've been told should be resolved in a future firmware update.
Throughout my experience, the support team has been absolutely fantastic, they are both responsive and patient. Big shout out to Phil and Leslie who probably dread seeing my name pop up on new tickets!”
Hi Qasim,
Thanks for taking the time to leave such a detailed review, it really is very much appreciated! You have been a little unlucky with some of your problems but I do hope these are well on the way to being resolved.
And don't worry, we don't duck for cover when we see your name!
Best wishes,
Phil Williams
Head of Customer Experience
“Received my pack promptly, very well packaged. Excellent instructions made for an easy diy install. I had a couple of issues with pairing, quickly resolved by the help-desk. Overall very happy with this product”
Hey Keith,
We really appreciate you leaving us a review, thanks.
I'm glad you were happy with the promo delivery and how the system was packaged. It's great that you found the entire setup easy and that you got the help you needed quickly.
We always love the hear from our customers and I'm so glad that you're very happy with your system.
Kind regards,
Leslie Connelly
Customer Experience Lead
“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
“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
“A few niggly issues with set up and faulty sensor but sorted in the end with Phil from customer support
System is now up and running. I'm hoping for some updates, An internal siren would be a nice ad on and a shorter time for exit/entrance”
Hey Paul,
Thanks for leaving us a review, it's really appreciated.
I'm glad we were able to help you overcome your initial teething issue when you contacted us.
While we don't currently have any immediate plans to introduce an additional piece of hardware to act as an internal siren, we appreciate your feedback. The hub has a siren on it, and you could consider using smart home integrations to trigger a noise on a smart home device too. In regards to countdown, our engineering team is researching and developing different arming options in regards to shared feedback around the countdown.
All the best,
Leslie Connelly
Customer Experience Lead
Hey James,
Thanks for leaving us a review.
It's lovely to read that you found the process so far to be excellent.
If you need any support, please get in touch with our team.
Kind regards,
Leslie Connelly
Customer Experience Lead
“After a few initial glitches my Boundary alarm system is now working as it should, a lot of the initial problems were caused by me not understanding the system but I have to say both Leslie & Phil from boundary support sorted things out very quickly.
I now have a very good system that is working perfectly & doing everything thing it should, would I recommend a Boundary Alarm system, absolutely I would”
Hey Bill,
Thank you for your review.
It's lovely to read that you're all up and running now. Especially how happy you are with the system and that you'd recommend us. We really appreciate that and we're glad we could help.
Best regards,
Leslie Connelly
Customer Experience Lead
“Received the system on 3rd November. Attempted and failed to get system up and running on the 6th and 7th Nov. Now it is 17th Dec and I have become very well acquainted with Phil and Leslie at customer support. They are two of the best, most polite and positive customer support people ever. The email conversational process is however inherently long and drawn out, so I can’t help feeling that instant chat or (god forbid) a telephone conversation would be far quicker for the customer during fault finding. With their help, we now have a minimal system working and have been using it in anger for the first time over the past five days. Our minimal system comprises the hub, two door sensors and two PIR sensors. From the six PIR sensors we purchased, we have two PIR sensors to be returned, and two PIR sensors still to be added to the system. The siren is also still to be added to the system. We will try those over the Christmas holidays. So our original 3 star review is getting better but is not yet at 4 stars, which is where it will be when we get the other sensors plus the siren working as part of the system.”
Hi John,
It has been a little challenging but I do believe we are on the home straight now. I appreciate you taking the time to leave your review though.
Many thanks,
Phil Williams
Head of Customer Experience
“Very pleased with Boundary’s products, clear instructions and well-thought-out app so far. Customer service is really good, responsive and human, which is hugely important.
I'm having some initial teething issues with the system, so that's why it's only 4/5 score right now, but I have every confidence the customer support team will get me back on track promptly.”
Hey Mark,
Thanks so much for leaving us a review.
It's great to read how pleased you are with our products, instructions, and app. Also that you're happy with the help you've received from us when addressing the teething issues you've seen. We'll do our best to overcome these for you.
All the best,
Leslie Connelly
Customer Experience Lead
“Having had ongoing issues with a hardwired intruder alarm system I decided to give Boundary wireless system a try after viewing online reviews.
I was impressed with how easy it was to select my system, the quality of the packaging and the ease of installation.
A few minor teething issues were soon sorted with help from the online support team.
I would recommend a Boundary alarm system without hesitation.”
Hey Peter,
Thanks a lot for leaving us a review, it's really appreciated.
It's nice to hear about your journey to purchasing with us and even nicer to hear about you would recommend us. I'm glad you found the entire process of ordering, having it delivered, and setting it up easy. We're always looking to make this as seamless as possible.
Also, it's reassuring that when you hit a teething issue that you got the help you needed quickly too.
Kind regards,
Leslie Connelly
Customer Experience Lead
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
