Sonic Security UK Reviews 

Reply from Sonic Security UK

Sep 7, 2018

Hello

Thank you for your input into Trust Pilot, we always like talking to our respected customers, many of 40 years standing with us and many now friends, but unfortunately your comments then departed from constructive criticism to Libel..........

However, we as a company have been around long enough and have seen enough of the world to be able to take rudeness like that even though our terrific staff here were appalled at your unjustified, false, and unfair claims.

There again, if criticism is justified, it should at least be an accurate statement of facts,which companies can then build on, but your claims were not truthful, and on that basis, to allow readers to make their own decisions about your comments, I will put the record straight.

First of all, you didn't state that we upgraded your original system (not ours) in 2014 and everything was fine.

Your system was serviced same month every year until you contacted us on 13/11/217 and said there was a system keypad fault. Our systems assessor contacted you by return on the telephone, and gave you a written quote to replace the parts, along with an hourly labour rate. (Copy on file)

You responded to us by email the next day, declining this work, and parts, and advising us to cancel your maintenance, Your reply was, Verbatim:

From: <info@onestopeyecare.co.uk> Date: Tue, 14 Nov 2017, 12:59
"Subject: RE: Alarm keypad
To: Mark Johnstone <mj@sonicsecurity.com>
Thank you we don’t bother
I don’t think we will extend your service contract from next renewal ,however we will take a decision nearer the time ,Please donot automatically renew my service contract next year
DrRao"

However, you didn't contact us nearer the time as you said you would, therefore we carried out your instructions by not renewing your maintenance contract, hence why you didn't get a renewal notice from us.

So clearly it wasn't how you claimed it was....You never contacted us again until 21/8/ 2018 when you rang our office about a faulty detector, you again discussed about replacement parts and thought it wrong that we should charge for these parts, believing they should be included in the annual service charge!!! You were also informed that you had cancelled your annual service maintenance from renewal date (copy of your email on file) and made no attempt to renew it.
You then said to the office manager, if your not going to help me I will go somewhere else. Presumably thats what you have done as we not heard from you since.

We try to keep our annual service charge low and as well as including a full on site service visit each year, it also includes full 24hr. technical phone support, hence why our technician was trying to resolve your problem over the phone without involving a call out cost for you. However, clearly that help wasn't obvious to you.......

I would like to think common sense would indicate its impossible to include parts in that annual price, but of course your copy of our Terms and Conditions clearly show this as well.

Strangely though, I think we all expect to pay for parts for our cars and for white good repairs etc.etc. or maybe you give free glasses out with an eyesight test?.......... No, didn't think so.

In short, we acted in a completely professional way to you, as we do all our customers, its you that didn't contact us as you said you would. We also don't like to be Libelled by being referred to as "dodgy" or "Del boy", and in conclusion, if you complain about a company, get your facts right and don't fabricate things. Libel is asking for getting sued.......

Finally as a free bit of security advice, its probably not the most clever thing to do by stating your alarm system is not functioning, whilst giving your address out on social media....