Customer reviews of Ultra Secure (ultrasecuredirect.com)

Dear Mr Baker We are sorry the Remote Control took a while to deliver, we despatched the goods immediately and sent it by Royal Mail, unfortunately Royal Mail still appear to be struggling in some areas following the disruption of the recent strikes. Hopefully they will be back to normal soon, in the meantime we are sending more parcels by Courier Best Regards Mark

Hello, We sincerely apologize for the inconvenience caused. Our purchasing system never retrieves PayPal details; only those you enter on our site are used, so I am confused about what may have happened. All customer correspondence (email, phone, mail, contact form) is saved in our customer files, but unfortunately, I see no trace of your requests, which explains why you did not receive a response. Did you click on 'Send message'? A confirmation appears in green when your message is sent. In any case, I will ask my customer service to contact you to better understand your complaint, and I remain personally at your disposal if necessary. Best regards, Christopher / securitemarche.fr

Dear Customer Thank you for the review, we are aware of this problem which has been caused by the Courier Networks being under extreme pressures in the last week or so, caused by bad weather, postal strikes etc etc, we do really apologize for the inconvenience. My colleague Stuart has been chasing DPD hard to try to resolve this issue (his last email to you sent today shown below) ------------ Good morning Nigel. many thanks for your email and apologies for the delay in getting your items to you. Unfortunately there is a lot of parcels going through the network at the moment, with postal strikes and Black Friday adding to the pressure and now delays caused due to inclement weather this has put some already struggling depots further behind. The latest information on your parcel does suggest that it is expected to go out for delivery today, but weather conditions may be a factor. I have added this to my 'watchlist' and should hopefully receive updates for your parcel. Hopefully we can get it to you soon. Kind regards and apologies again for the delay Stuart ------------------ We have been using DPD for well over 10 years now, and in the main they do a tremendous job in delivery most of our parcels the next working day, but unfortunately at this moment in time the poor weather, strikes and the Christmas pressures have created abnormal problems, which we are being told they are working as hard as possible to rectify. Strikes by Royal Mail running up to Christmas have also resulted in many customers using Couriers rather than their normally Royal Mail services in the last week or so, which has caused even more mayhem. Once again we are sorry for the inconvenience you are experiencing, everything is being done by all to rectify the situations. Regards Mark

Dear Sirs We apologise that we accidently left the manufacturers instructions in the box, we did include our own A4 Instructions that would have been attached to your VAT Receipt, we should have only sent these. We are very sorry for the inconvenience this has caused. Best Regards Mark

Dear Sir We are very sorry you do not like the Bike Rack, we do sell it as a Wall/Floor Mounted Rack, and having checked the packaging the title is Floor/Wall Mounted Bike Rack, and the images have a bolt in the holes when it is positioned on the Floor and Image 2 in the images also shows the two bolt holes. We agree it should never be used free standing and we are sorry you feel aggrieved about the purchase, of course you can return it to us for a Full Refund. Once again sorry for the misunderstanding. Best Regards Mark

Dear Sir Thank you for the review, having checked your order we notice that you ordered without adding a SIM Card, there are three options when adding to cart, 1) No SIM Card, 2) 20 Plan SIM Card, 3) 50 Plan SIM Card. We are sorry you did not see this or the information within the text content about choosing a SIM Card, we would welcome your opinion of what extra information you would advise we could do to prevent other customers overlooking the fact. We could default the listing to add a SIM Card but we feel this would be unfair to customers wanting to supply their own. Your advice is welcome, we look forward to your reply Regards Mark

Hello, Sorry for these problems, this is obviously not normal. I see that you contacted our service on April 8, to which we responded the same day. We have not had any further correspondence from you since. Could you please call us back to resolve this? Thank you in advance. Best regards, Christopher / securitemarche.fr

Hello, In 9 out of 10 cases, the problem you are experiencing is related to the PIN code that has not been removed from the SIM card, as explained in the manual. All these devices are tested before being shipped, so it is very rare for the product to suffer a defect afterwards. Please feel free to contact us again if the problem did not come from there. Best regards, Christopher / securitemarche.fr

Dear Customer I am sorry you have had issues with this 4G Battery Camera, I believe you have now spoken to our technical team and it appears the issue is with the 4G signal in the location where you were trying to use the Camera. If you need to talk to them again please contact us. Unfortunately 4G Cameras rely on a 4G Phone signal for correct operation, just as all of our mobile phones need a network signal to work, in some cases using a SIM Card from a different supplier can give you a better phone (network) signal (for example trying EE if O2 is struggling, or O2 if Vodaphone is struggling), obviously you know the location better than we do. I hope you get it resolved. Regards Mark Ultra Secure Direct

Hello, I am sorry for the problems encountered. I see that in the meantime a technician has provided you with advice and is currently waiting for your feedback. Being close to our premises, do not hesitate to come by with your equipment, this will allow us to diagnose more easily. Best regards, Christopher Ultra Secure France (securitemarche.fr)

Hello, See your tracking: https://trace.dpd.fr/fr/trace/2500443153036585/044/18231 Order placed: 25/01/2021 (10:42) Order shipped: 25/01/2021 (17:03) Package arrived at the relay point: 27/01/2021 (12:27) Package picked up: 27/01/2021 (14:46) Remaining at your disposal. Best regards, Christopher Ultra Secure France (securitemarche.fr)

Dear Sir
Thank you for the review, we are sorry you do not like the shipping charge of £4.95 for orders under £75, we have tried to make this as clear as possible on the website before purchasing. Our delivery costs are currently under constant strain from all suppliers (increasing in some cases weekly), due to all the issues caused by the Pandemic & Brexit. When these prices become more stable we will review to options.
Best Regards
Mark

Dear Mr Butler
We are sorry for your problem, I can confirm that replacement brackets were despatched to you on the day of your conversation with our technical staff, we are very sorry that the postal service appears to have let us down and were slow, we believe you have now received them, obviously please contact us if you have any further problems.
Once again our apologies for your inconvenience.
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 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)

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

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.

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

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 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)

Dear Sirs
I am very sorry you have a problem with your Personal Alarm, this is the first we have heard about it. Please Contact our technical staff who will ensure your problem is rectified quickly, they can be contacted by Telephone 01604 589414, ext 2 or by Email on technical@ultrasecuredirect, or feel free to give us your Phone Number and they will call you. These Personal Alarms are normally very reliable and are Police & SBD (secured by design) approved.
We look forward to hearing from you as soon as possible.
Regards
Mark

Hello, Thank you for your feedback. Your rating does not seem to correspond to the positive comment written. I will propose changing it, you will be solicited again. Remaining at your service if necessary. Best regards, Christopher Ultra Secure France (securitemarche.fr)

Dear Customer
Thank you for the review, the light bulbs will only work during a full power cut, the way to test them is to turn off the relevant circuit on the consumer unit, then they should turn ON. They are designed to only work if the power supply is cut, not just turned off. Please test this and report back to us, you can also contact our technical staff by phone (01604 589414, ext 2) or email ([email protected]).

Dear Sirs,
I am sorry you couldn't get the Wireless range between the Sensors and your desired location for the Siren Controller Box, unfortunately one can never be 100% sure with regards to Wireless Signals, we advertise actual distances (line of sight) which have all been tested and confirmed by us before adding them to our range of products. But it is impossible to know what may hinder this, it can be the nature of the construction, hidden cables or steel in walls, wi-fi and consumer box locations, even external influences. It would probably be possible for you to add a secondary Siren to this Alarm Kit, the first Siren could then bounce a signal to a second Siren at the front of the house. Please contact us if you want to discuss this option (01604 589414, option 1, or email [email protected])

Hello, Sorry for this feedback which is clearly very negative. I would like to provide you with answers on several points: - Battery operation only: Yes, I confirm that this is possible, no doubt about it, the plate is made for it and many of our customers use it this way. The autonomy is even excellent with a lifespan of about 18 months. However, I can confirm that the battery-powered plate will only deliver a dry contact (this is clearly indicated on the product sheet). If you want to trigger a latch that is not powered itself, then you must necessarily provide a power supply since the batteries (6v) will be too weak. On batteries, only a motorized gate or an element with its own power supply can be controlled. Sorry if there was confusion on this point. - The light that stays on and the need to cut the power This is typically related to a power supply that is too weak, you need at least 2A and sometimes up to 5A depending on the latch you want to control. Without this, the plate goes into fault mode to signal the error. Nothing very serious, just adapt the power supply transformer used and the problem will be solved. All these answers could have been provided to you directly by phone, just call us, our technicians are at your disposal, free of charge. Remaining at your service. Best regards, Christopher Security Market / Ultra Secure France

Dear Sirs
I am sorry you could not program the KP GSM Temperature & Power Status Alert, the process is done by sending the unit SMS Messages, we do have technical staff available on the Telephone & Email if you needed help.

Hello,

Sorry for that. Knowing this model, there is a strong chance that it is simply a misunderstanding of the product (sincerely). Did you carefully read the manual? Especially after arming, you have (like most alarm systems) a 30-second exit delay to respect (to allow you to leave the premises). After this delay, the detector will trigger immediately, without any delay.
The best thing to do in a case like this is to call us at 09 72 30 88 88 (non-premium number) to discuss with a technician who can explain all this operation to you. It's a shame not to go through our team who is at your service (we are known for this extremely effective customer service) and to immediately leave a negative review.

We remain at your service.

Best regards,
Christopher
Security Market / Ultra Secure France

Dear Customer
I am sorry for your problem with communication, I have checked our emails and there is no history of these return requests, I have even checked Spam, I would really like to know how and when you tried contacting us, as we always answer emails when we see them.
Regarding the return, our website is very clear that you can return goods from 30 days of purchase if you change your mind, please return the goods to the address on the website or the top of your invoice with a covering note.
We look forward to your reply as to how you tried contacting us, because if there is a technical issue somewhere we want to repair it.
Regards
Mark

Hello,

Sorry for the inconvenience encountered. Despite the tests carried out before shipment, it is possible that a product is defective (it remains electronics) but of course under warranty and therefore the item will be replaced if necessary.
However, I assure you, it is much more often a simple installation problem that can potentially be resolved directly by phone.
I cannot find any exchange with our services to solve the problem (neither email nor call), have you tried to contact us? Obviously, without that, we cannot help you. My technician colleagues can assist you at 09 72 30 88 88 from Monday to Friday from 9 am to 6 pm (non-premium rate number) at your convenience, do not hesitate!

Remaining personally at your disposal if necessary.

Best regards,
Christopher
Ultra Secure France / Security Market

Dear customer, Sorry for your feelings regarding this product. However, we sell a significant number and have very good customer feedback. However, every comment is important to us and we strive to continuously improve our catalog, so we will pass this information on to the manufacturer. Please know that, in the face of your dissatisfaction, you had 30 days to return the merchandise for a refund. This is the guarantee our company offers to avoid any unhappy customer (everyone has different expectations and needs). Regarding the mounting - it is true that these small screws must be handled with care, otherwise the mounting can become too loose. Do not hesitate to contact our workshop, they may be able to provide you with a replacement support if necessary. These devices remain inexpensive, this must be taken into account. Regarding the beep - this is very subjective, some customers find it not loud enough, others do not want any beep. It all depends on each person's use, I suppose. In the face of mass feedback, we are modifying the product, but that is not the case here. Other products in our catalog may be suitable if necessary, again do not hesitate to consult us to discuss your needs. Regarding the remote control - I have never heard any comments regarding the keychain. Perhaps yours was weakened? I see you have 3 remote controls, do the others have the same characteristic? I think that overall this product remains a (very) good value for money, but the low cost can sometimes require some concessions. I hope nevertheless that this alarm remains usable (you did not mention this), otherwise do not hesitate to contact our services to look for a more suitable exchange, we will be happy to guide you. Best regards, Christopher securitemarche.fr

Dear Sir
I am sorry you have not got on with this Camera, these Battery Powered Cameras are used by many Councils and Police Forces, and images from these Cameras have successfully gone to Court from at least one Council that we know about. The Camera has many settings to experiment with to suit different applications, I am not sure what you couldn't get to work. We have had many customers over the years returning to purchase additional Cameras and we have been selling them for many years now. We have purchased scores of similar and cheaper models to test over the last few years only to experience problems with MMS settings on nearly all of them. Did you contact our technical staff to discuss what is not working for you, they are available by email or telephone.

Hello,

Once again, please accept our apologies for the omission of some batteries in your package. As you mentioned, this was rectified as soon as you called.

Regarding the mentioned defect, I indeed have a call from you on July 21 where the technician provided you with answers. Has this not brought any improvement? We have not heard from you since. Please do not hesitate to contact us so that we can assist you and, if necessary, exchange the device which is of course under warranty, so there is no question of you being left with a semi-functional device.

The technicians are available at your convenience from Monday to Friday from 9 am to 6 pm at 09 72 30 88 88 (for your information, this number is not premium rate), they will be able to provide you with the necessary assistance.

Best regards,
Christopher

Hello Sir,

First of all, thank you for your order, and sorry for the inconvenience caused.

Regarding the battery, this is not normal, I will ask our workshop to contact you about this.

Regarding the button, did you receive, see, and read the instruction letter that is attached to this product?
It is explained that the second button must indeed be paired by you. This is completely normal (not at all a question of different frequency, I assure you). Why? Because, on this product, each time the battery is removed, the button must be paired again with the receiver-doorbell.
We test the material before shipping, so I have no doubt about its proper functioning (except in exceptional cases, covered by the warranty obviously).
To avoid any risk of triggers or leaks during transport, we remove the batteries from the products. Therefore, you simply need to proceed with the pairing during the setup (pressing 2 buttons simultaneously: the black button on the back of the doorbell, and the doorbell button).

Our service is of course at your disposal (email, phone) for any additional help, do not hesitate to contact us, we are here to help you.

Best regards,
Christopher

Dear Customer
Thank you for the review, the problem with this delivery was that you requested in notes on the order for a delivery after 6pm, this was not an option being offered by any of our couriers (the couriers delivery hours are 8am - 6pm). Because of this we contacted you before the despatch on the 24th June 9.06 am by email (copy available) informing you that this option was not possible. We offered you alternative options including 1) a text message with a one hour delivery slot, 2) redirect the delivery to another address including your work address, 3) we could ask the courier to leave the package in a safe location for you , 4) or a full refund on the order. We did not receive an answer therefore we had no alternative but to despatch as you would be waiting for your good. We are very sorry this delivery didn't go as smooth as normal, but due to the facts listed above we would ask you to reconsider the score of the review.

Hello Sir,

Please excuse us for this inconvenience.
Have you tried to contact us? I cannot find any record of a call from the number that was on the order.
Please know that these products are very reliable, we sell a significant quantity throughout the year and customers are satisfied (see reviews in general). But it is important to install the product correctly, which is why our service is here to guide you through the process.

Another important piece of information: it is not our policy to leave a customer with a product they cannot use. We have a sufficiently wide range to offer you something more suitable if the one you ordered does not fit (this can happen). And in the extreme case, we prefer to refund you.
The ultimate goal is to satisfy 100% of customers.

The best thing is to call our workshop so they can understand and give you installation advice.
We are available from Monday to Friday from 9 am to 6 pm non-stop at 09 72 30 88 88 (non-premium number).

I remain personally at your disposal if necessary.

Best regards,
Christopher
securitemarche.fr

Dear Sir
Thank you for the email, your password was always fully encrypted in the database, this was a personal email only to you, reminding you of the password you had chosen, however we can see many customers may not like this, therefore we have since removed the feature. The email will now state Password: Encrypted.
Regards
Mark

Regards

Dear Sir
I am sorry you have a problem with the Wireless Intercom, all of the Intercoms we sell are tested and advertised as results after 'clear line of sight' tests, we do not just rely of manufacturers claims as we always do our own tests. Wireless signals have to be tested this way, because there can be so many seen and unseen obstructions that may block a wireless signal, this could be unseen steel or electronics inside wall cavities, it can be local Wireless Transmission from devices such as TV, Broadband, Jammed (faulty) Wireless Electronics and many other factors, some that us the general public may not know about.
Because of this, we offer a clear 30-day money back to all customers, this gives them plenty of time to test the Intercom in their environment, if for any reason it doesn't work it can be sent back for a full refund providing it hasn't been damaged. It is impossible for us to know every eventuality in each installation, we apologize if this has caused you some inconvenience.