“When you enter data yourself into various fields on the contact form, and then you have to repeat it over the phone, what exactly is this fee for?
That said, they all charge something it and some are even dearer”
Dear Vera,
Thank you for your feedback.
Please accept my sincere apologies for having to repeat the information you provided on your form. I can see the form had failed to upload correctly prior to testing the alarm which is why you found yourself repeating the information.
This has been fully rectified now and I do hope this hasn't damaged our relationship with you.
The fee you have paid covers the lifetime administration of the account as well as pre-programming the equipment before it is sent. As such you will find no administrative or postage fee's with us at any point.
If there is anything else we can assist you with then please do let us know.
Kind regards
Richard
Dear Joan,
Thank you for getting in touch and for leaving us your feedback.
There is a lot of time and work that goes into starting a system up and getting it sent out. The setup fees cover the costs that go into testing, pre-programming, and sending out the alarm. It also covers the admin costs of starting up your account with the Alarm Response Centre and registering the contacts and medical details.
I am sorry to hear that this was not made clear enough.
Thank you again for leaving us your feedback. Again, I would like to apologise for any upset or inconvenience caused.
Kind Regards,
Rebecca
“I set it up myself so don’t understand why it is called a set up fee. I know I made 3 calls to an operator once I had set the equipment up, I guess that is what the fee is for. A bit misleading calling it a set up fee, This is just feedback your actual service is great and gives us peace of mind,”
Dear Paula,
Thank you for getting in touch and for leaving us your feedback.
I am pleased to hear you are happy with your service and that it is giving you all peace of mind.
The one-off setup fee is more of a joining fee. It covers all of the pre-programming and testing of the alarm that we do in house before the alarm is sent out. This means that once you receive your alarm you simply need to do the final steps of plugging it in.
It also covers all admin fees associated with starting up a new account with our Alarm Response Centre.
I will pass on your feedback to our Senior team as I can certainly see why the term set up fee might be confusing.
Thank you for leaving your review as it will help us to improve our service going forward.
If you have any further queries or feedback, please do not hesitate to get in touch.
Kind Regards,
Rebecca
