Customer reviews of Ultra Secure (ultrasecuredirect.com)

Hello,

We did indeed offer to replace the remote control with the same one, at no cost, under the warranty.
We wanted to go further and thought that offering you the exchange of your March remote control for the new remote control and only paying the difference was rather advantageous and satisfying for you, sorry if you did not perceive it this way.

Hoping to maintain your trust in the future.

Best regards,
Christopher
Securite Marché / Ultra Secure France

Dear Customer
We are very sorry you do not like the product, we take on board your comments to look at the manual and we are pleased our technical staff helped you by phone. We do sell hundreds of these systems every year and many customers do come back and build onto the system, and many actually like the fact that is doesn't have too much modern sophistication, we do hope you will possible give us another chance in future years
Regards
Mark

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.

Dear Customer
I have investigated this review, and you are correct that there was a picking error by us, I really apologize for this inconvenience and the person responsible has been talked to. I am told the missing parts were sent to you as soon as we were informed, I hope they arrive in time.
Best Regards
Mark

We are very sorry for this mistake, the vast majority of our deliveries are despatched on time and correct, but when we do make the occasional mistake we do try our very best to resolve it immediately,
Regards
Mark

Hello,

Sorry for this feeling.
I see that you placed a first order of 3 copies in 2014 and then a new one recently. I don't quite understand this new order if the product is of poor quality? Did you notice a difference in quality between those from 2014 and the one from 2018?
Please do not hesitate to contact our services to resolve the encountered problem; we are here to avoid any inconvenience. Without contact, we unfortunately cannot help you.

Best regards,
Christopher
Security Market / Ultra Secure France

Dear Mr Marshall
Sorry the Remote Control failed, having checked the records the Alarm was over a year old when you replaced the remote control, we do not know when you first reported a problem. We do have an alternative Remote Control that works with your Alarm which may suit you more, the part number is 007-0660, we would be happy for you to send this new remote control back to us and we will upgrade you to this model.
We have sold about 5000 of these Alarms now, and many customers actually recommend friends to them, so most customers have been happy, but we never like any person being unhappy. Please check the alternative model out on our website, and feel free to take up our offer of this exchange.
I hope this helps
Regards
Mark

Hello, Sorry for the inconvenience encountered. This type of delivery problem can happen and is unfortunately beyond our control. We always strive to be at your service to help resolve the situation, but it is never very obvious. We completely agree with you, simple solutions exist to avoid most of these failures, we are escalating the issue and hope that next time it will not happen again. Remaining at your service, and thanking you for your trust. Best regards, Christopher Security Market / Ultra Secure France

Hello,

In this case, a guaranteed coverage will be provided.
Please contact our workshop directly by phone at 09 72 30 88 88 (non-premium number) please.

Best regards,
Christopher
Market Security / Ultra Secure France

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

Hello,

Sorry for this feeling. However, this is a product of very high quality and at a more than reasonable price compared to the competition. Until today, we had never received such feedback (and it is always disappointing when it happens because we strive to always provide the best quality/price ratio). However, all this remains subjective, each customer has different expectations.
Please note that you have a 30-day guarantee with us that allows you to return the material for a refund. This allows you to be satisfied in all cases.

The entire team remains at your disposal if necessary.

Best regards,
Christopher
Ultra Secure France / Security Market

Hello,

Thank you for your message.
Sorry for the defective remote control, it is indeed a bit fragile, we are currently working with the manufacturer to improve this. I confirm that the remote control has been replaced today from our premises.

We remain at your service if necessary.

Best regards,
Christopher

Hello,

Thank you for your message.
Indeed, this mode of communication ensures the protection of your privacy by allowing listening without the visitor hearing what is happening inside your home.
Moreover, it is thanks to this mode of operation that this intercom works over such distances (and especially in total autonomy only on batteries).
A lesser evil for better security and performance.

Glad to know that your installation is working well nonetheless, that is the main thing.
And sorry for the misunderstanding regarding this operation.

Remaining at your disposal if necessary.

Best regards,
Christopher
securitemarche.fr

Hello,

Sorry for the inconvenience encountered.
Please know that your installation can be (greatly) improved to resolve this.

1) make sure your detector is positioned at 1.60m and parallel to the ground
2) position your detector at an angle of about 45° (like a speed radar) and, if possible, slightly set back from the path (2-3 meters)
3) the sensitivity of the detector can be modified (low and high position, in the trap of the detector at the back)
4) if necessary, do not hesitate to open the horizontal angle of the cover to cover a larger passage on your driveway

Customers who follow these instructions generally achieve an installation that detects all vehicles passing.
If this does not work in your environment, please do not hesitate to contact us again, we have a wide range of products and will be able to advise you (return and exchange possible for your equipment, if necessary). Our goal is to provide you with a reliable and effective solution.

Keep us informed.

Best regards,
Christopher
securitemarche.fr

Hello,

Please excuse us for this inconvenience.
In any wireless installation, the environment of use plays a significant role (number and size of walls, trees and other obstacles, unevenness, other wireless networks, ...). Please do not hesitate to contact our services before any purchase so that we can confirm the possibilities of the material according to your conditions (this varies for each customer).
In any case, please know that our company offers a 30-day period to try the products and return them for exchange or refund if your order does not meet your satisfaction. This is the best guarantee we can offer to cover these operational discrepancies depending on each installation.

Remaining at your disposal if necessary.

Best regards,
Christopher
securitemarche.fr

Hello,

Sorry for this feeling, you are on a high-end product and customer feedback is positive, this material is very efficient. I lean towards two possibilities:
1) the installation of the material can be optimized - depending on your environment, advice can be provided to improve detection, do not hesitate to send us photos and a layout diagram, we can guide you
2) possibly a manufacturing defect, this is still electronics - after seeing the various improvements in point 1, we can carry out an exchange if necessary, the material being of course under warranty.

In any case, it is out of the question for you to remain dissatisfied with your installation, we are here to guide you. Do not hesitate to contact our services as many times as necessary, we will help you improve your installation until your complete satisfaction.

Personally remaining at your disposal if necessary.

Best regards,
Christopher

Hello,

Sorry for this inconvenience. Fortunately, this is not normal at all otherwise the product would not be really usable (even if you say it is not fatal, it remains too constraining).
I will ask the workshop to contact you to carry out a verification of the installation and, if necessary, an exchange of material.

Best regards,
Christopher

Dear customer,

Indeed, after consulting your file, I can see these two problems encountered, sorry for that.
The batteries are elements that we cannot test with each shipment. In batches, from time to time, a battery may be defective. I see the return of yours which was, as well as its replacement with a new one.
However, regarding the detector, these elements are tested (and even paired) before shipment, there must have been a problem during transport unfortunately. I confirm the warranty replacement that has been shipped today, you should receive it within 48 hours. If necessary, do not hesitate to come back to us for pairing.

Please excuse us for the inconveniences suffered, I hope you will still be satisfied with our services. I will gladly send you a discount voucher for your next order via email, also to thank you for your loyalty.

Best regards,
Christopher

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

Hello, Sorry for this, it is true that you had a very particular problem (never seen with us) that we had difficulty identifying. Glad that the exchanged material works correctly, and we remain at your disposal if necessary. Best regards, Christopher securitemarche.fr

Hello Sir, Indeed, your malfunction was very particular. I am still satisfied to have managed to find the problem, as it was not easy. Fortunately, we know our material well! I asked Vincent to contact you again to offer you the exchange of the receiver, so that you are not blocked in the future by this inactive area. If I understood correctly, you would like to possibly keep the exchange detector, on which of course we can make you a gesture. I leave you to discuss the details with him (do not hesitate to call him directly if you have a moment). Personally remaining at your disposal if necessary. Best regards, Christopher

Hello,

Sorry for the inconvenience caused. Indeed, these remote controls are sometimes sensitive, but it's true, as you say, they are not the most expensive.
We are nevertheless trying to work with the manufacturer to improve this. These new remote controls will be retroactively compatible with this range. Please keep an eye on our site, we hope to have new solutions to offer you in a while.

Best regards,
Christopher
securitemarche.fr

Dear Mr Oliver
We are sorry you have experienced some issues with getting the phone calls working, this could be a few things including a SIM Card issue (have you activated the roaming sim card on the suppliers web site please), it could be the Phone Calls need turning ON (#8#), or SMS (#9#), have you tried programmed the telephone numbers using the Country Code (UK 0044, then dropping the (0). We assume you have a mobile phone signal in the location of the Alarm. Have you left the alarm for 30 seconds or more to see if it calls you, you can turn the Siren OFF (#7#) whilst doing this if you have it turned ON. If these do not help, please contact our technical staff by telephone or email who will get you going, their number is 01604 589414, option 1 or email [email protected]. Rest assured we will get you going, we have sold thousands of these Alarms in the UK & Europe. I hope this helps

Hello,

As discussed with my colleague on January 2, I confirm that it was agreed to exchange the defective detector.
Unfortunately, to this day, we still have not received this part and therefore cannot provide you with a solution.
As soon as received, we will obviously send you a functional element and the problem will be resolved.

Awaiting your response.

Best regards,
Christopher
securitemarche.fr

Hello,

Indeed, this is a slight technical constraint of this product due to the fact that it is completely autonomous. However, 3 minutes still seems extreme (normally a delay of 30-40 seconds is observed), I unfortunately think that the network level is a bit too weak in the box and therefore the device has difficulty connecting to the network.

There is still a solution to this problem, it requires the purchase of a detector but if it can reassure you about your installation, I think it is a lesser evil.
The solution is to hide the calling device, put it on silent (without siren) and add a complementary detector that will take care of detecting the individual and sounding the alarm. Thus, in case of a break-in, the element that will be broken will be this motion detector, but it will have already sent the intrusion signal to the device that calls you, discreetly. The perpetrator will not even know that another device exists, he will think he has succeeded in disabling it, but you will still receive the phone call.
I don't know if all this was very clear, but don't hesitate to contact our services for more explanations.

Best regards,
Christopher
securitemarche.fr

Hello,

Sorry for this oversight, did you not receive your manuals in the package? Often they are set aside and forgotten or end up at the bottom of the box.
But more than the manuals, do not hesitate to contact us, we are here to help you and it is much more effective. This type of material remains very specific and each order and each installation is different, it is difficult to have a manual that describes all situations and in most cases (like yours by the way), there is a preparation of products specifically adapted to the customer's needs.

Regarding the transformer, I have noted that it was shipped to you on December 6th.

Remaining at your disposal if necessary.

Best regards,
Christopher
securitemarche.fr

Thank you for your response.
I understand, this type of material is not easy to repair once installed. But very honestly, just try a little penetrating oil, I am sure it will solve the problem.

Best regards,

Hello,

I do not understand because your email of January 17 was indeed answered the next day, you even confirmed receipt of this response... Did you send another email? I see nothing since that last message.

Regarding the external siren, there are no special mounts, just screw it to the wall.
Moreover, all product sheets on our site clearly indicate what is included or not, so no surprises at this level.

However, we remain at your complete disposal for any other questions you may have, our service is recognized for that.

Best regards,
Christopher
securitemarche.fr

Dear Customer
We are sorry for this oversight, the email came in late in the afternoon after the admin office was closed, my colleague had meant to review this the following morning and to be totally honest he forgot, we really apologize. You are 3 x AA batteries short, do you want us to send you three in the post or would you prefer a credit for 3 x AA batteries. Please let us know what suits you.

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.

Dear customer,

Sorry for that, I can find your exchanges with our services regarding this.
My colleague suggested a test and based on the results we can provide you with solutions, so do not hesitate to communicate with us again.

Another solution: the exchange. The range you have is the weakest transmission in our catalog, we can easily redirect you to another one, without necessarily additional costs.

Do not hesitate, our ultimate goal is for the product to be useful and used in your daily life.

Best regards,
Christopher
securitemarche.fr

Hello,

Sorry for the inconvenience felt.

We do not hide this information at all and one must be realistic with outdoor material.
You are free to install it at ground level if you wish, but this implies potential false triggers. It all depends on whether your land is fenced or not as well as the rest of your environment.

Then, an entrance can be covered with a single pair of barriers, so if you need two pairs, again it is your environment that requires it, unfortunately we cannot do anything magical in this case. These barriers already cover 100 meters in length, which is already quite significant.

However, you are not a hostage of this system, we actually offer 30 days to all our customers to try our products and return them for a refund if they do not please you.

Do not hesitate if I can be of additional help.

Best regards,
Christopher
securitemarche.fr

Dear Sir,

Please excuse us once again for this inconvenience encountered.
It is true that we learned this at the same time as you and that the manufacturer modified the specification of the siren without warning. Although it is a slight modification aimed at improving the product for most customers, I completely understand that it may inconvenience others, especially for a use like yours.
I would like to clarify that the flashes stop if the siren is disarmed using a remote control, although in your case this is not possible.

According to your customer file, it seems that you are still in discussion with Vincent to find a solution that suits you. I will follow up with him to ensure he responds to your last email as soon as possible.
In any case, rest assured, if we do not find a solution, we will refund you without any problem.

Remaining at your disposal.

Best regards,
Christopher
securitemarche.fr

Hello,

Once again, please excuse us for this slight inconvenience.
Power adapters are not systematically tested as they are very rarely defective, only the device itself is tested to ensure its operation before shipping.

Glad everything is back to normal, that's the main thing.

Best regards,
Christopher
securitemarche.fr

Dear Customer
We are sorry you feel this way, but we have explained to you that we charged you correctly after you changed your order, and tried to explain how, it was double checked here by our accounts department to ensure this was correct. We really are not in the business of overcharging anyone, and we are really sorry you feel this way.