“Bought the total health bundle with high hopes and a lot of excitement, but was disappointed in almost every way. App did not reliably capture sleep, could not edit sleep times, are just a few of the issues with the Android app. Very responsive online customer service from Cyan, but should not need it in the first place. Then after about a week, the wrist sensor all of a sudden stopped working. Would not connect, etc. Tried everything in the FAQs and dialed up Cyan once again. Very responsive again, but clearly not given the appropriate guidelines from his/her leaders. I was told that my wrist sensor was "in a state of Brick" and that I would need to wait 3 days for the battery to drain fully, then try to charge and connect, and if that didn;t work, wait an additional day, and try again, then if that still didn't work, they would replace it BUT only after I had received and printed the USPS return label and the return package had been scanned by USPS. Then, and only then, would they send me a replacement and they could not overnight it. Clearly they don't have the product working right, they don't have their processes and customer service policies dialed in, and those are always the result of inexperienced leadership. Too bad, I was hoping this would be a great device that I could use personally and consider endorsing professionally. Had to cancel and request a refund for the whole bundle plus accessories. And even then they charged me 2x a $25 restocking fee... to take back the defective device! Zero stars if that was an option...”
“Most of the time my phone's bluetooth can't locate the strap. The shoe device is no problem. When it does find the strap device it stays connected for less than a minute. I have not been able to use it at all.”
“At least there's been decent customer service from the few people I've reached out to. It would be a lot nicer to have someone to talk to on the phone to get answers to problems in minutes instead of the back and forth email communication that takes hours or days... Bottom line, I expect more than two days of functionality from a device after paying $200. I've had to send back broken Biostrap wrist devices twice already, and the third one I currently have doesn't work. Guess I'll have to wait during another week or more in limbo while shipping back my current broken device and hoping to receive a 4th device in the mail that actually works.... beyond frustrating.”
“Doesn’t track steps correctly, very buggy syncing with app and then stopped syncing at all after a couple days. In addition, there is a restocking fee for any return and no assistance figuring out the issues.”
“The help I received was a bit lacking in support. I was told to fill it form for a way to return item for replacement but have not yet received any info. I have not received any comments from customer service since then to ask if I received it. Am very disappointed in this item so far and IV only had it less than a week. Waiting to try and get replacement to give one more try but honestly not really sure about the device.”
“Really wanted this solution to work. Performance felt like it was more an alpha, maybe beta experience. To many times the wrist band would lose connectivity. Workouts wouldn't since properly. Need to run manual success to get data to show up in app. Couldn't get the HRM to sync heart rate. Was informative in HRV and other variable, but to many quirks to get this to even get basic functionality to work and report.”
