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Defence Security
Systems have been in business for over 25
years so you can imagine that we have been
asked plenty of questions over this time.
Here's our top 20. Of course if you have
any other questions we would be delighted
to answer them.
GENERAL
Why should I use Defence Security Systems?
'For over 25 years, we have been providing
customers with excellent service and peace
of mind. We have built our business on recommendations
- thousands of satisfied customers who recommend
us to their friends and family.
You tell us that quality service and products,
flexibility and understanding are important
to you. That's exactly what we deliver!
What is a
Radio System?
A Radio System is 'wire free'*. That means
no cables clipped to walls and skirting
boards, and no need to lift floorboards
or carpets. The advantage is a quick clean
installation - hassle free - in your home.
* The will be a cable connecting the control
panel to a power source and the telephone
line. For more technical information, please
refer to the brochure
Is the Radio
System reliable?
The Defence Homelink System is a leading
radio security system which has been installed
into thousands of homes across Europe.
Each high-specification unit is designed
to use its own FM frequency to transmit
and receive signals. The frequency is protected
from interference and each detection device
is assigned a unique code, making each system
totally secure with complete integrity.
Added to this, the Defence Security Systems
annual preventative maintenance visits will
ensure optimum performance.
What does
NSI mean?
NSI stands for the National Security Inspectorate.
This is an independent, not-for-profit approvals
body providing inspection services for the
security and fire industries.
For over 30 years, NSI has been protecting
the customer through insisting on the highest
standards and operating the toughest inspection
regime. Companies are inspected regularly,
by highly qualified, full-time inspectors,
to prove their ongoing delivery of the highest
standards. NSI's Customer Care support process
reinforces the reliability and integrity
of the companies it inspects.
All NSI schemes exceed the appropriate requirements
of the Police, Fire Service and Insurers.
NSI have three levels of accreditation.
Gold, Silver and Bronze. Defence Security
Systems are proud to have achieved Gold
NSI standard - the level for companies who
consistently meet the industry's highest
standards through ISO9000 Quality Management
as well as the relevant British and European
Standards. For more information see: www.nsi.org.uk
Can I trust
the engineer in my house?
As part of our NSI standard, all personnel,
from engineers to administration staff,
system designers to managers, are security
screened and employment references are required
and followed up for the previous fifteen
years.
Will there be disruption to my home?
As for most installation work - even just
putting in a phone line, there is some disruption.
However, our reputation is built on attention
to detail. All engineers carry vacuum cleaners
and dust sheets and at the end of each installation
they will ask you to sign a 'customer satisfaction
document' with tick boxes for cleanliness.
More importantly - we want you to recommend
us for a job well done as well as clean
and tidy workmanship.
What happens
if I want to decorate?
No problem, should you need to move the
control panel we recommend an engineer to
attend to deal with the system. In most
instances you can easily remove and re-install
devices, however if you need assistance
you can contact our technical support phone
line for help and advice.
What happens
if I move home?
If you move home we can remove and re-install
the system in your new property, which can
be arranged at a time in the move process
to suit you. Alternatively if the new homeowners
wish to keep the system in place we are
happy to discuss a new agreement with them.
ORDERING
Monthly payment
scheme or purchase?
Monthly payment scheme is our most popular
option. There is an initial one-off fee
for installation starting from £99.00*,
thereafter there is a monthly charge (to
be paid by direct debit) which is from as
little as £19.99 per month* this provides
you with a contract number, one annual service,
free equipment replacement, 24hr support
line and 24hr engineer response. The minimum
term for a monthly payment scheme is 3 years
and the equipment remains the property of
Defence Home Security Limited.
Purchase. To buy the system outright, there
is an initial charge which will cover the
purchase and installation fee, starting
from £720* thereafter a monthly service
charge (to be paid by direct debit) which
is from as little as £7.99* per month,
this provides you with a contract number,
one annual service, free equipment replacement
and 24hr support line. The 24hr engineer
response service will incur a £25.00
call out fee.
* The above quoted costs are based on a
2 bedroom house system (kit 1) with no additional
equipment, exclusive of VAT
Can I cancel?
Yes - whether it is an outright purchase
or a rental system you can cancel up until
the engineer starts the installation.
Once a rental system has been installed,
there is a minimum term of 3 years. Should
the agreement be cancelled during the term
a Defence qualified engineer will remove
the equipment and a penalty charge will
be levied for cancellation within the period
- usually the remaining term.
INSTALLATION
Can I choose an Installation date?
Yes -We will pre-book an installation date
that suits you and the work will be carried
out during the hours of 9am - 5pm Monday
to Friday.
Do I have
to be there when the engineer attends?
We prefer the homeowner to be there - at
least for the first half hour. This will
allow our fully trained engineer will 'walk
& talk' you through the system, giving
you the opportunity to agree where devices
and the control equipment are going to be
fitted. You will be asked to sign a design
agreement form prior to the work commencing.
How long
will an Installation take?
The time will depend on the size of the
property and the extent of the system to
be installed. Our installations are wire
free (the only cable we install is for power
and the telephone line) so it is quick and
no-fuss. Usually the time involved is from
half day up to a full day*.
* (In the case of a large property you will
be advised when the installation date is
confirmed)
How is the
system powered?
The control unit requires a power source
- the same as a TV or a kettle. We will
need to run a cable from the power source
to the Defence Homelink control unit. The
availability of power may dictate where
we locate the control unit. Our engineer
will advise you of the best solution.
Can I extend
the system after Installation?
Yes - the system is very flexible and can
be added to easily. For example you may
want a caravan protection unit or protection
for a new shed or out-building to be added.
And should you construct an extension you
can easily add to the system.
SERVICE
What happens
if my system has a fault?
The control unit will advise you if there
is a fault. If you are away from home, you
will be alerted through your mobile phone.
In the event of a problem, your initial
call will be to our '24hr 7 Day' help line
- you will be advised of the corrective
action and if necessary and engineer will
be asked to attend.
What does
the annual service include?
An appointment will be made and a Defence
Engineer will attend to service the system
giving it " A full system health check".
The control unit will be tested, serviced
and all devices will be tested to ensure
correct operation. Batteries will be replaced
free of charge. This is also an opportunity
to ask any questions or discuss adding features
to the system, etc
SIGNALLING
How does
the system communicate?
The system has a built in communication
device. We can connect this to your home
phone line with a cable from your control
unit to your phone point. Once connected
a pre-recorded message can be sent to three
programmed numbers (including mobile phones)
advising of
system operation.
A radio telephone transmitter (GSM) unit
can be installed as an additional option
to your control unit. This will allow SMS
(text) signals to be sent to mobile devices.
The GSM unit and sim card are an additional
cost.
What will communications cost?
Your control unit acts as a standard phone
when connected to your telephone line, so
you will pay your standard rate on your
normal phone bill.
GSM calls are charged at a higher rate,
Defence Home Security provides the sim card
with no attached charge - however a fee
of 25p per message is charged.
What happens
if I am not satisfied?
Customer satisfaction is always our priority.
If you are dissatisfied, for any reason,
we want to know as soon as possible - so
we can correct any issue
You can contact us either on our: freephone
number 0800 083 4351 or email to customersupport@defencesecurity.co.uk
We will respond appropriately within 24hrs
and assess any corrective action needed
directly with you.
Our business has been built on customers
introducing us to new clients. Satisfied
customers are a vital part of our business.
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