Customer reviews of Ultra Secure (ultrasecuredirect.com)

Hi James,
Thank you, I will get a link sent directly to your email address, it will allow you to see if it helps with your specific application, feel free to ask further questions once you receive it.
Best Regards
Mark

Dear Mr Gaspar
Thank you for taking the time out to leave us the review, we do read them all.
Please accept our apologies that the level of service received on this occasion has not met with your expectations.
Please contact us directly by email ([email protected]) or telephone (01604 589414) to give us the opportunity to resolve the issue with the fixing bracket and we will be happy to guide you through anything you are uncertain about with regards to your Alarm system.
We look forward to hearing from you.
Regards
Mark

Dear Neville
Thank you for taking the time out to do the review, I am sorry you had an initial problem but I am pleased our technical department have resolved the issues. We sell hundreds of products each month and try our best to check each one before despatching, but occasionally a fault will occur, when is does our main aim is always to resolve the issue as fast and smooth as possible.
Once again, sorry for your inconvenience,
Regards
Mark

Hello, Sorry for the disappointments felt. After verification, this bracelet should have sufficient margin, perhaps you received a bracelet that is missing some holes? Please send us photos so we can compare and make the exchange if necessary. Regarding the landline number in the first position, you can indeed put a landline number. However, it is important to know that this is the administrator number, the one that can act on the configuration via SMS, which requires a reset on the day you need to modify the configuration. Remaining at your service. Best regards, Christopher Ultra Secure France (securitemarche.fr)

I return to my first message because you have shown great professionalism by contacting me by phone and as a result I noticed that the installation of the material was not done correctly I modified the assembly and since then everything is perfect; thank you very much (nowhere in the assembly instructions is it indicated that the sensor must be installed at least 1 meter away, my rating now deserves 5 and even if possible 6.

Hello,

Sorry for that. In these cases, the best thing is obviously to contact our services so that we can assist you. I am asking a technician to call you back to take stock.

Best regards,
Christopher
Ultra Secure France (securitemarche.fr)

Hello,

Of course, this is covered under the 2-year warranty.
I am asking a technician to call you back to confirm this, sometimes it is another phenomenon that can be resolved remotely.

We apologize for the inconvenience caused.

Best regards,
Christopher
Ultra Secure France (securitemarche.fr)

Thank you. I will call you back tomorrow. Serge rosset. Your quick reaction pleases me. Thank you

Hello, Sorry for this feeling. It is true that the use of the software and PC configuration is reserved for advanced use, which our service cannot offer. Our customers generally seek an easy, turnkey solution, and therefore we limit to SMS configuration which allows a closed operating framework and avoids the creation of errors that are difficult to diagnose remotely. If you have the capabilities to push the programming, that's a plus, and I hope you have found satisfaction. Remaining at your disposal. Best regards, Christopher Ultra Secure France (securitemarche.fr)

Hello, Sorry for that. If the material does not work, then it has a 2-year warranty and the exchange will be covered. However, we test the material before shipping, and you had our service on December 22 and did not indicate any signs of malfunction, so I remain a bit confused. If necessary, I invite you to call our technicians so they can help you resolve the issue encountered. Best regards, Christopher Ultra Secure France (securitemarche.fr)

Hello,

If you want to hide this LED, we simply suggest a small piece of opaque tape, and that's it.

For the call delay, the normally observed time is 30 seconds to 1 minute 30 maximum, this is related to the nature of the product which runs on batteries (we have powered ranges that call in a few seconds if you prefer). If the call takes longer, it may be that the network is too weak where the device is installed, I invite you to try a different operator.

Remaining at your complete disposal if necessary.

Best regards,
Christopher
Ultra Secure France (securitemarche.fr)

Hello
Thank you for your quick response and processing. Upon receipt, I will set it up again and keep you informed.
Have a good day and see you soon
Eric lepelletier

Hello,

I see that the file is indeed in progress with the technician, and your return package is being processed today.
The malfunction has been confirmed and the product will be replaced.

We apologize for this inconvenience and hope that you will continue to trust our company.

Best regards,
Christopher
Ultra Secure France (securitemarche.fr)

Hello
Thank you for your information. I will soon be moving and relocating the cameras. If needed I will contact you.
Best regards.
BLC

Hello,

Sorry for these inconveniences.

Regarding the siren, indeed, it is not very loud (this is indicated in the specifications), but its effect is still deterrent, that is the primary purpose.

Regarding the 4G connection, be careful, it must be correct on both sides to achieve a fast and smooth connection (on your smartphone side, but also on the camera side). There are no reasons other than that to explain this phenomenon. Possibly, change the camera's SIM card to another network, that could help.

Do not hesitate to contact our technical service if necessary, we are here to help you resolve these issues.

Best regards,
Christopher
Ultra Secure France (securitemarche.fr)

Dear Sirs
We are sorry you had issues with the Post you purchased, our records show that when a call was made it was quickly established after a brief discussion that we had accidentally missed fitting the Shear Nut on the Hinge which made it vulnerable, it was agreed that we would send one to you that day which was done, it was during during Christmas therefore delivery may have been slightly delayed. We are not sure what the problem with the padlock is as we have sold thousands of these with many types of Posts, if it is faulty we can send you a replacement or different type if requested. We apologize for missing the shear nut and let us know if you want a replacement lock.
Best Regards
Mark

Dear Sir
I am very sorry we made a mistake on your original order but we did post a replacement hood out to you as soon as we were notified, this was despatched by Royal Mail on the 9th December. We would have expected it to arrive by now, but as we all know the complete parcel & delivery service is really struggling to cope with the huge increase in demand caused by Covid and Brexit. We will however post another one out to you, so hopefully one will arrive very soon. Once again we apologize for the oversight.
Regards
Mark

Hello Ozzy
Thank you for the review, I am sorry you do not like these PIR's, it is the first complaint we have had about them.
Please do not remove the boards in the PIR's for the installation, this is not required, all you need to do is drill a single hole in the plastic case below the board (where there is a recess in the case), you then feed the long screw through the adjustable mounting brackets, it is a very quick process. If you need any help please call us on 01604 589414, ext 2 or email us directly and we can email you photos if this helps.
I hope this helps
Regards
Mark

Hello,

Sorry for this feeling.

The remote control of this model is of very good quality, so I am a bit surprised and wonder if yours has a manufacturing problem?
Of course, this is covered under warranty.

First, I invite you to send us a video of these malfunctions, then we can advise.

Waiting for your response.

Best regards,
Christopher
Ultra Secure France (securitemarche.fr)

Hello,

Sorry for this inconvenience, this is obviously not normal.

Did you install the detector correctly as indicated in the manual?
Aim 2 - 2.50 meters from the ground, or possibly tilt the head of the detector very slightly backward, to look higher.

Moreover, sensitivity adjustments are possible on this model, and this will affect the detection distance.

Finally, all this may be related to the reset delay, which is originally 5 seconds, but can be configured to 3 minutes. Perhaps you modified it without paying attention?
This results in a triggering, then a reset time without any new triggering possible.
You pass in front of it continuously, without it triggering, then after the time has passed, it triggers again. You feel like it’s because you got closer, but in reality, it’s simply that it was in reset during that time.

Of course, if nothing resolves the incorrect functioning, then the product will be exchanged under warranty.

Remaining at your service.

Best regards,
Christopher
Ultra Secure France (securitemarche.fr)

Hello,

Sorry for your feelings.
I would like to respond to the points raised:

"The alarm module is advertised at over 100 db. This is not the case."
The sound volume of this siren is indicated at 90db in your product sheet, and I confirm that this value is indeed measured at the factory. However, the perception of sound can vary; yes, everyone is more or less sensitive to it. 90db outside, which cannot be heard inside, will depend on many parameters (nature of the walls, windows, direction of the siren, position of the siren, number of obstacles to cross, your position in the house, your hearing quality, ...). Outside, it will be heard, and that is indeed the goal, to deter. Accessories exist to receive a chime or a siren simultaneously inside the house; this seems to me to be the right solution.

"The external sensors have too narrow an angle"
Indeed, the sensors you purchased are specifically made for this purpose, to have a passage beam, not a wide angle.

I invite you to contact our services to explore the possibility of evolving your installation; we are here to listen to you, our ultimate goal being that the operation of the purchased material meets your expectations — it is important not to remain in this situation; it is a shame to be equipped but not satisfied!

Otherwise, you have 30 days to return an order you are not satisfied with for a refund.

Best regards,
Christopher
Ultra Secure France (securitemarche.fr)

Hello, Sorry for this inconvenience, which is obviously not normal. The supplied batteries are new (used only for commissioning and pairing your kit). A functioning of only eight days would represent a considerable number of continuous triggers, but did you do a lot of tests? It seems to me to be an unreachable level, even testing 24/7. It is possible that one of the supplied batteries was defective, it is rare but it can happen. Or, more likely, a defective siren? Keep us informed if this happens again and we will probably proceed with a warranty replacement. Regarding the range, you are probably talking about the remote control which unfortunately has a rather short range in this range, this information is indicated in the product sheet. Best regards, Christopher Ultra Secure France (securitemarche.fr)

Hello, If the device sends SMS, it means that the GSM connection is correctly established and it can therefore call. Two possible reasons if this is not the case: 1- you have disabled calls (option #8#, see manual page 12) 2- the SIM card plan does not have or no longer has calling capabilities (credit exhausted for example) Regarding the volume, our sheets do not indicate anywhere 150db. This device indeed emits the announced 130db, but the perception of sound can be quite different (depending on frequencies, age, ear, ...). However, a device capable of measuring will indeed show you a volume of 130db (we have approved it ourselves). A fairly easy solution to give you a feeling of a

Thank you for the review Nigel, we do take your comments on board and we are slowly changing manuals for our products, due to the fact we have hundreds of products it is taking a bit of time, but point taken
Regards
Mark

Hello,

Sorry for this inconvenience.
If your batteries wear out too quickly, two probable possibilities:
- your system triggers too often (for example, you test once a day, while the technical specifications expect a classic use, for example a test trigger per month)
- your system is malfunctioning, in which case we will cover it under warranty

I invite you to send us more detailed information and we will assist you going forward.

Best regards,
Christopher
Ultra Secure France (securitemarche.fr)

Dear Mr Filio
We are sorry you experienced a delay in this delivery, we use the nationwide courier DPD so the drivers are not actually working directly for us, we have investigated with DPD and found that they did try to deliver the Post three times before successfully making the delivery to you on the Friday. DPD make hundreds of deliveries for us every week, and the vast majority of these deliveries are done without any delays and problems, unfortunately for whatever reason with your delivery they experienced a problem.
We do apologize for the delay in the delivery and hope it did not inconvenience you too much.
Best Regards
Mark

Very competent, available and responsive staff.

Very satisfied

Dear Sir
The item you refer to are sold to us and then the manufacturer does large special discounts at selected times direct from China undercutting all sellers for that period (which is obviously very frustrating), more importantly they send without adding any Tax, so we European sellers have to also add the Countries 20% VAT. We also supply full technical support from our base in the UK.
This is a very unusual product with the manufacturer acting like they do, and obviously we will think twice before buying from them again.
Regards
Mark

Hello,

First of all, thank you for your order.

You shouldn't have any particular issues with this alarm, we sell a considerable number and do not have particularly negative feedback.

However, and this is probably the most important information, if the product does not suit you, do not hesitate to return it for exchange or refund, you have 30 days to do so.

Remaining at your service.

Best regards,
Christopher
Ultra Secure France (securitemarche.fr)

Dear Mr Fry
I am sorry if you feel our standards have dropped on this occasion, as you can see from our reviews the vast majority of customers are happy with us, but we apologize if we have made any mistakes on this occasion, it has been a difficult time recently with staff working remotely from home for obvious reasons. We are pleased you are now up and running.
Regards
Mark

Hello, Sorry for that, please feel free to contact our team so we can study your needs, we often have ways to improve customer installations, depending on environments and individual issues. If necessary, we can exchange equipment for something more suitable. Best regards, Christopher Ultra Secure France (securitemarche.fr)

Dear Customer
Sorry you do not like the Siren on the Battery Camera, most customers actually use it in the Covert mode (with no siren) so that the Camera is not being focussed upon by an Intruder (allowing it to take the covert video), some customers would then use a seperate battery alarm so that that takes away any interest in the Camera. Because the device is battery powered it cannot have a big siren as the battery is also powering the Video.
Please Contact Us if you want advice on a louder Alarm.
Regards
Mark

Hello,

Very surprised by this review left, the remote control of this device was completely redesigned about 2 years ago and we have very few issues with the new sturdier model (we distribute about 10,000 units per year...).

Do not hesitate to contact us directly so that we can try to provide you with solutions, perhaps yours has a design defect? Of course, this is covered by warranty.

Best regards,
Christopher
Ultra Secure France (securitemarche.fr)

Hello Madam,

I am sorry for what happened with your installation.
Unfortunately, as I replied to your previous review, this is a device that you damaged, and we cannot be held responsible for that.
However, we were able to repair the device at a low cost (for the record, 25 €), I find that already very reasonable.

I reiterate that the trial period is legally set by our terms of sale – for us, it is 30 days (the legal minimum is 14 days).
The fact that you are on vacation in Mexico is not a valid justification to extend this period.

Best regards,
Christopher
Ultra Secure France (securitemarche.fr)

Hello,

Sorry for the feeling about this product.

I have different answers to provide you:

- A connection on the internet box is not possible because the box itself would be cut off in case of a power outage, thus rendering the alert system inoperative...

- 4G/5G networks: unfortunately, this would be worse because these networks do not yet cover the entire territory (about 83% currently) as is the case for 2G + 3G networks (about 95%). Moreover, network penetration in buildings is also lower.
Finally, this technology still being expensive, it would make the device unnecessarily costly.

- There is no direct connection between your device and your smartphone: the device sends an SMS and/or call directly on the mobile network (like any mobile phone), then your smartphone will ring like a call/SMS received by any of your contacts.
If the connection is not reliable, it is because the network is not sufficient, either on the device (depending on where you have installed it), or on your smartphone (depending on where you are). For a weak network problem, it is rather at the level of the choice of operator that you need to turn.
If it is the device that does not receive correctly (see the GSM level in the SMS report), you can either change the operator of the inserted SIM card to choose an operator with a better signal, or add an antenna extension that would allow you to place it outside and thus receive a better signal with the existing operator.

As a reminder, although your annoyance does not directly concern the device you ordered, you could return the product if it did not suit you, this is the whole principle of our "Satisfied or Refunded 30 days" period to avoid this kind of dissatisfaction.

Do not hesitate to contact our services for more assistance, we are here to help you and our number is not surcharged.

Best regards,
Christopher
Ultra Secure France (securitemarche.fr)

What you explain here is true for our individual intercom with 1 button (UltraCOM SOLO), but not for the collective 4 buttons (UltraCOM MULTI). Perhaps the confusion comes from a mix-up? We try to provide as much information as possible in our product sheets, they are really very detailed. Excerpts from the product sheet of your order: "The street panel is powered by a 12 V transformer (optional) or any other power supply (gate motor, solar panel, ...). A battery compartment (provided) allows you to create a backup power supply in case of a power outage for example." "IMPORTANT No 12v power supply is provided with this kit, you need to provide a 12v DC supply for the panel to work!" But I'm sorry if this was not clear enough for your professional. This is also why we offer 30 days to return the device for a refund, to avoid any misunderstanding or dissatisfaction. I hope, however, that you will be able to resolve this issue, do not hesitate to consult our advisors, they are there to guide you and find solutions. Best regards, Christopher Ultra Secure France (securitemarche.fr)