“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
Hi Dave,
Thanks for taking the time to leave your review and I really appreciate the kind words!
Best wishes,
Phil Williams
Head of Customer Experience
“Absolutely 5 star customer service from this company. Quick response to any requests for help. Nothing seems to be too much trouble. My hub was bought 2nd hand from ebay and had an issue with the nfc so i could not register any fobs, after troubleshooting the hub was replaced FOC with no issue, and my trial was extended without me even asking.
You can't ask for better service than that many thanks.”
Hi Alistair,
You're very welcome and I'm glad we could help with the hub being under warranty. A positive outcome for your customers is what we strive for in every interaction so I'm very glad to hear that you are happy!
Best wishes,
Phil Williams
Head of Customer Experience
Hi Mark,
Thanks for the kind words, much appreciated. Don't forget, you can refer friends and family directly from the app and they can also get a thank you discount!
Best wishes,
Phil Williams
Head of Customer Experience
“Now we are up and running It is a fantastic alarm. The contact sensors can be a little bit tricky to get right but once mounted in the right place I have no issues. The alarm has since stopped freezing so I'm assuming the issue was related to the faulty contact sensor which they have replaced and also replaced the faulty siren their resolved my issues swiftly and communicated effectively via Facebook messenger. It isn't my ideal choice of communication. I believe it would have been simpler over the phone, but nevertheless they've resolved all of my issues and my alarm is working perfectly now. It is simple to arm and disarm the alarm via the app. When on the app it tells you if your sensors are secure and the average temperature of the room. I like the key features of the partial arm, activity alerts, geolocation if you forget to set the alarm it will remind you and pet friendly zones so you're fury friend does not activate your alarm. After resolving the numerous issues I have had, I cannot fault the company. They've gone above and beyond with trying to resolve everything and done so effectively. I would really recommend this to anyone.”
Hey Aaron,
Thanks for taking the time to leave us a review.
I'm really glad to read that you're happy with the support that you've received, we thank you for your patience while we addressed your teething issues. It's lovely to read how much you're enjoying the ease of the Boundary app and all of its features.
While we primarily use online communication for support, we're monitoring the customer demand for telephone support for future consideration.
All the best,
Leslie Connelly
Customer Experience Lead
Thanks for your review, Martin.
I'm so glad that you're very happy with your Boundary system. Especially that it was easy to install and you were happy with the support you received.
Please remember our refer friend scheme if you wish to recommend us - check the Boundary app for more details.
All the best,
Leslie Connelly
Customer Experience Lead
Hey Peter,
Thanks for leaving us a review, I'm glad that you're happy with the help you received!
Kind regards,
Leslie Connelly
Customer Experience Lead
Thank you, Steph.
I'm really glad to read that you got the help you needed, and quickly. It's lovely that you'd definitely recommend us!
All the best,
Leslie Connelly
Customer Experience Lead
Thanks for your review!
I'm really glad that when you had a slight issue, you were helped effectively!
All the best,
Leslie Connelly
Customer Experience Lead
“I have a Boundary alarm which has been reliable and user friendly.
I have recently needed to contact the Boundary helpdesk over a minor matter. I must say that their speedy, polite and accurate help showed their commitment to 1st class service and support which I haven't experienced elsewhere for a long time.
Excellent product with matching customer support.”
Hey David,
First of all, thanks for taking the time to leave us a review.
It's wonderful to read how happy you are with your Boundary system and how easy you've found it to use. Also, I'm really glad to hear that you were able to get the help you needed quickly.
Kind regards,
Leslie Connelly
Customer Experience Lead
“Simple to install. Simple to configure. Offers all the functionality I need in an alarm system + has the option to connect to google, alexa and smartthings / HA!
Gives me real peace of mind and also lighting automation! Highly recommend.”
Hi Roger,
Thanks ever so much for taking the time to leave your review. It really helps us develop the system further based on user feedback and I'm super pleased you are happy with your system.
Best wishes,
Phil Williams
Head of Customer Experience
Hey Josh,
Thanks for your review.
I'm so glad to read how happy you are with your system and the customer service you received.
Kind regards,
Leslie Connelly
Customer Experience Lead
“Great alarm system. Very easy to use and set up yourself. I had a slight issue regarding the app and it logging me out. Contacted Boundary through email and the issue was solved really quickly”
Hey Daniel,
Thanks so much for your review.
It's lovely to read about how happy you are with your system and how easy it was to set up and use. Also that you were able to get help quickly when needed.
All the best,
Leslie Connelly
Customer Experience Lead
“I have had my Boundary Alarm system for a few months now. Set up was very easy, and getting the ladder out was the hardest part to mount the motion sensors. It has not been without a few teething problems and several sensors have 'fallen to sleep' or dropped off the system but the Support Team has been very helpful and for my garage provided a Z Wave extender free of charge.
Since then the Garage sensor has not dropped connection once but the one on my Bi-Folds I think this is more to do with the fact these doors are Aluminum and this does mean you have to think more about how you mount the sensor.
Another positive is new features are coming online regularly and the stability improves all the time.
One thing I would like to improve is the cost. I paid for the alarm but having to pay an extra £9.99 per month to add a user is a bit much. I get the monitored system requires a subscription but the standard alarm cost should; cover things such as users etc.
Overall I am very happy with the alarm.”
Hi Adam,
Thanks for leaving such a detailed review. Just to pick up on the subscription element. We do offer a free plan with up to 5 users and unlimited sensors but it is heavily limited in features. The smart plan at £9.99/month does unlock all of the features though as well as unlimit the user count.
The subscription payment allows us to make sure we can support you in the long term as well as pay for continued development of the system and features, provide UK-based support, enhance our infrastructure stability and so on. If we were to rely on just the hardware sale then this would be not viable so a subscription payment that is lower than many of our competitors is the way forward.
I hope this helps but please do drop us a message if we can assist further.
Best wishes,
Phil Williams
Head of Customer Experience
“We needed a couple of range extender to prevent detector connection issues, and had some issues that ultimately turned out to be caused by a faulty siren but all was resolved professionally and now the system works as designed - brilliantly.
Phil and the team at Boundary have been exceptionally responsive and helpful throughout. Great system backed by a great team.”
Hi Ben,
Thanks for taking the time to leave your feedback and appreciate your patience whilst we got this resolved for you.
Best wishes,
Phil Williams
Head of Customer Experience
Hi Ahmed,
Thanks for leaving your review, I'm very happy you are pleased with the speed and quality of the service you received!
Best wishes,
Phil Williams
Head of Customer Experience
“I had a few teething problems with some of the sensors going offline but Boundary where very helpful in sorting these issues out. Since then I have been very happy with my system. The only drawback I have is even though the motion sensors are in “pet mode” they still detect the my cats if they are up high, on a cat tree for instance.”
Hi there,
Thanks for taking the time to leave your review. Regarding your climbing cats, we do see this on occasion and the cause is that the cats are crossing the motion sensor detection zone higher up than what would be expected for a pet. The sensors look for pets at ground level you see.
The solution, in this case, would be to adjust the positioning of the sensor so it doesn't cover the climbing post and you should then be fine but do let us know if we can help further.
Best wishes,
Phil Williams
Head of Customer Experience
Hi Leroy,
Thanks for taking the time to leave your review and I'm very glad to hear you are happy with your purchase! It's imperative to us that the customer experience is as good as it can be here at Boundary so I'm super pleased to hear this is working as intended!
Best wishes,
Phil Williams
Head of Customer Experience
