Dear Jane,
Thank you for getting in touch today and for leaving us your feedback. I’m sorry to hear that you are unhappy with the set-up fee and that there has been some confusion over what this covers.
To clarify, the set-up fee, as you point out, does not cover the Alarm being installed at the user's property. It refers to a process that must be performed for every Alarm that we send, in which our Care Team's numbers and other pertinent information are programmed into the Alarm.
This process ensures that the Alarm is as easy to install as possible as a "plug and play" system, and greatly simplifies the process of installation for our Customers. Hence, in addition to administration fees incurred during the creation of the account, we charge a £35.00 set-up fee, as we have done in this case.
If you are having trouble with the installation process, we do also offer full technical support over the phone from our Customer Service Team, which is available until 10 pm each day.
Thank you again for your time and for leaving us your feedback. I would like to apologise for any upset or inconvenience caused. Should you have any further comments or queries please feel free to get in touch on 0800 999 0400 or by emailing info@lifeline24.co.uk.
Kind Regards,
Cordelia
