X-Sense Reviews 97

Attempting password reset and no reset email sent.

Customer service is 9-5 Monday to Friday so I'm stuck without access to the app.

Fine because no urgent need to use it - but imagine of all the alarms were going off and you have no control.

Date of experience: July 06, 2025

Tom was fantastic in taking care of me when one of the units that I bought just started beeping. That is what Customer Service and Warranty is all about for X-Sense products. Love the CO + CO2 combo with 10 year battery. BEST to use this to replace those cranky units that are connected to the wiring in the house and then they need a new 9V battery every 2 years.

Date of experience: June 30, 2025

I requested for change of address within 5 minutes of placing the order. The very same day I received a call customer service confirming that the address has been changed. The next day I got an email confirmation that the dispatch address has been changed and 8 days later I received the message that address could not be changed.

The customer service is a total mess.

Unfortunately, X Sense don’t even provide the tracking number and carrier information to track the parcel.

Date of experience: June 07, 2025

I’ve placed my order over a week ago, my card was charged but I’ve received no update for tracking. I’ve sent multiple emails to the company with no response. They are scammers!

Date of experience: May 27, 2025

After 3 years one of the SD19-W smoke detectors was intermittently chirping the trouble code. I contacted X-Sense, provided a few details and their customer support representative (Kris) quickly responded and had a replacement to me in a couple of days. The replacement had an issue and was sent another unit 2 days later. All is well.

Appreciate X-Sense standing behind their warantee and resolving this so quickly.

Thank you Kris!

Date of experience: May 20, 2025

Quick Response, obliging

Date of experience: April 16, 2025

The X-sense XS01-M seems a great smoke detector that you can pair with each other and can be used with WIFI and an APP. Let's hope it will not be neccesary ...
Some questions on installing were fast responded and kindly answered by the X-sense customers service helpdesk. Thanks!

Date of experience: April 14, 2025

My query was dealt with by Christine in Customer Service, her reply was prompt and concise, she explained the reason I could not order the spec of alarm I wanted was due to the difference in legislation between the US and Europe. She directed me to the company's German Site. Where I placed my order. Given the times we live in, it was nice to get a clear answer to my query; if only other companies cared so much about customer service.

Date of experience: April 10, 2025

Outstanding customer service, very responsive, excellent product at the right price. Shipment was fast.

Date of experience: April 02, 2025

We recently had a situation where we encountered acrid smoke in our kitchen one morning upon rising. The source of the smoke was located and the burning issue was shut down. I noticed that the smoke detector located about 10+ feet away in a hall way did not react to the situation. I had gotten in touch with the company X-sense and was asked to run a smoke test, which I did. After e-mailing X-sense the results they told me that they would reimburse me the cost of the smoke detectors I purchased two years previous. True to their word I did receive the reimbursement. It’s nice to see a company that stands behind their product and wants to make sure their customers are satisfied. Thank you X-sense for being there after the sale.

Date of experience: March 07, 2025

Excellent smoke alarm with a fantastic company. I bought several of these for my home a year ago and one of them started malfunctioning. Tom from their customer service walked me through a few things to try and fix the problem. They did not work so Tom did not hesitate sending me a new one to replace the malfunctioning one. He did not have to do that, but I’m grateful that he did.

Date of experience: March 14, 2025

4 year smoke detector went faulty. X-Sense sent a replacement. Great prompt service.

Date of experience: March 13, 2025

My 5 year old smoke alarm started to malfunction and when I reached out to customer support, they were more than happy to replace it for me. They were prompt, and courteous which is in short supply these days,

Date of experience: February 26, 2025

It was fast, it was respectfully, it was helpful, and I received a new replacement device which is really appreciated. I was requested to provide a video of the fault, which I think is fair. Really thanks for all the support.

Date of experience: February 13, 2025

We purchased 3 x smoke detectors and 1 x heat detector for our new office along with a base station. The reason for the purchase was they are all linked and I can monitor each detector via the app. I also have the ability to test the alarms and this is recorded within the app so makes proving testing is being done really easy. I did raise a query in regards to testing all the alarms together instead of having to test individually. Although this could not be done, I was givent the opportunity to test their new 'Alarm Drill' function. This completly solves my problem and allows me to test all the alarms together. Their response to my emails is really quick. I am really happy with my purchase and would recommend the products to everyone.

Date of experience: February 20, 2025

If we didn’t have x-sense fire alarms, we probably would have lost our house. We heard the fire alarms and thought it was just a false alarm since we started a fire in our wood burning, but when we went to hit the silent button it continued to alarm and all alarms and home speakers announce the location of the smoke. I went to the associated alarm and found smoke at the ceiling of our 2nd story. As I moved further I saw flames coming out of the wall. I was able to call 911 and get 5 gallons of water and a small fire extinguisher on the fire, which quenched the flames long enough to get the fire department onsite before it started flaming up again. If I didn’t get notified as quickly as I did, with the smoke sensitivity and location, my home would have been a much bigger disaster than it was.

Along with this story, the alarms are great for knowing battery level and also easy to silence. My wife is always burning things on the stove and when it comes to silencing any alarms it is always a pain, but with these it is easy to silence false alarms. Having the base also make it easier for alarms mounted on higher ceilings, minimizing needing the ladder for any type of false alarm or needing to test them. Highly recommend.

Date of experience: February 07, 2025

Fantastic Customer Service - would like to recommend this Company for their superb Customer Service post sale

Date of experience: February 10, 2025

Date of experience: February 05, 2025

I purchased the smoke detector/carbon monoxide. I installed it. I pay for the monthly subscription. The detectors never notify me on two different occasions. I can’t get anyone at customer service to help me because they said that the Chinese lantern festival is going on right now so they are limited on trying to help me. I feel like I’ve been scammed at this point.

Date of experience: January 23, 2025

We've ordered some products.
And when you just follow the instructions, its easy to connect all with the base station.
You can test every single one and they got a very long battery life.

Date of experience: December 12, 2024