Review Time
Just contacted the Carelink helpline to ask about a fall my Mum had which did not trigger the alarm. I spoke to Tom who was very helpful in explaining the 6-second rule and gave me some good advice on testing the watch and getting back in touch if we need a replacement. As customer helpline experiences go, this was very positive. Thank you.
Just contacted the Carelink helpline to ask about a fall my Mum had which did not trigger the alarm. I spoke to Tom who was very helpful in explaining the 6-second rule and gave me some good advice on testing the watch and getting back in touch if we need a replacement. As customer helpline experiences go, this was very positive. Thank you.
Customer service terrible. Pendant doesn’t work, called 6 times to be told someone will contact me. Heard nothing. E mailed as well. No acknowledgment of any calls or e mails. Been over 5 weeks with no working pendant. Vunerable elderly parent living on her own. They are happy to take your money with zero contact. Avoid this company at all costs if you have a vunerable parent living on their own, and the family need peace of mind.
I received a call to my mobile phone to say my mum had had a fall. I got there within 5 minutes but when I went to use the key safe it wouldn't let me in. Phoned them back on the same mobile to check the key safe number. I am her next of kin, the only emergency contact number they have for her and could identify myself plus give her name, address and postcode. But in the panic of knowing that my 86 year old mum is on the floor and can't get up I couldn't think what her birthdate was so they wouldn't give me the code. I asked them to speak to her and reassure hwr i was there but now needed to drive across town to get my keys and get back. When I finally got in to her she had hit her head on the way down and was being sick. Fortunately she had been able to sit herself up, had she not she would have likely been dead. The icing on the cake...how had they reassured her that help was on the way....through the control box??? No they had phoned her......I made an official complaint once mum was out of hospital and was told by the lovely man I spoke to (He is the only reason I have given 1 star) that someone would be in touch with me. That was a week ago and i have heard nothing. Rest assured I am investigating other options for my mums emergency lifeline. Your response to this review just makes it worse Alex!!! Your customer service lady phoned me yesterday from Norwich- we had a conversation about my city centre being dug up and the lady I spoke to said Norwich was the same. I didnt catch her name but she said she had just come back from holiday if you want to check that i am genuine. She was actually really lovely and totally got all my points but said you were tied by your policies which are only to protect your customers. She is going to get back in touch with me about who your governing body is because those policies could have cost my mum her life. A bit of common sense was all that was needed and I am not going to let it drop. I will now be adding this to my correspondence with them. To round off this whole saga from my point of view, as Alex seems to have gone very quiet. The original person I had the phone conversation with was called Kathy. I found this out because she did her job very throughly and rang me back (on a bank holiday Monday!) with the details about the governing body. So the moral of this tale is...if you do choose to use Carelink 24 (who are based in Norwich) and you do have any issues ask to speak to Kathy.
Kelly the young lady who dealt with me was exceptional. I wanted to upgrade to the new digital system & told her that I had done some research & found a much cheaper product & would go with the other provider. She went above & beyond, talking to her manager & managed to get the required system including the fall detection at the same price as their competitor. I have never had any problems in the past with Carelink so she gave me any offer I could not refuse! She is a total credit to Carelink and was kind & extremely pleasant to deal with treating me with a respect that is almost rare these days.
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For many elderly or vulnerable people, remaining in their own homes is essential to their quality of life.
Carelink24 exists to ensure that no one is forced to live day-to-day with the fear that something might happen that threatens their well-being. We are a national provider of a high-quality Carelink alarm service with a 24-hour response team on hand to help you, or your loved ones, any time they need it. At Carelink 24 we believe that peace of mind should be available to everyone, no matter what their situation. A Carelink alarm is the ideal link between a vulnerable person and that can help.See more
