“I received the sensor and will be trying it soon but I am disappointed in how the new bands for the unit have been handled. I was expecting to receive the new band in Onyx but now being told I will get a credit for $25 towards purchasing a band? I paid for the new band style when I placed my order. I don't expect to have to place an order for it when available and to pay anything else towards that. This has not been handled very well.”
“Better battery life, bluetooth has increased range, data transmission rates are faster, o2 saturation and HRV seem more accurate. In short, better, stronger, faster. I still wish there was more sleep data available without an additional fee.”
“Waited forever for EVO to come out. Ordered when EVO came out and it took forever fir them to fill and then eventually ship them. My wife finally got hers, and I have yet to receive mine. Got an email from Biostrap asking me if I was "still part of their family ?" Really? I replied to the email. Customer Service gave me a tracking number link that linked to nothing. I emailed them about that. No reply. Now I'm being asked to review a product that I have yet to receive. My wife's EVO seems to be working.”
“Easy to use and wear, and gives very useful data for tracking my health. Reliable support service with prompt response with the few issues I have had.”
“bummed about the delay with the strap. return process was easy. new evo works great. box arrived but it was open. fortunately, evo was still in the box but not sure if anything else was sent with it since that's all there was.”
“I received my first biostrap 2 years ago and have been a fan since then. I recently upgraded to the newer version and am impressed. It’s amazing to me that this relatively inexpensive device can give me such critical information about my health. The customer care people are some of the best.”
“Still takes too much time to sync. Connection to phone is too spotty. also I bought back into it because I liked the design of the onyx band. Now I'm not getting it because the majority of the buyers did not want to wait for it. Now if I want it I have to pay for it. No thanks.”
“I paid for an upgrade to biostrap but after countless emails I was only sent the sensor even though I paid for a new band as well as of today I still have not gotten my new band or the voucher to get a band. Seems like it was a bait and switch effort”
“The new sensor was delivered, but the bracelet wasn’t ready for launch. I’m disappointed because the biostrap’s bracelet is it’s worst design feature.”
“I haven’t gotten a band yet, have no ETA on the new band I was waiting for, can’t find my old band as I was expecting a new one, so I just have a sensor, the lack of ETA made me spend $35 to get a new rubber old band.., frustrated”
“The hardware is great, but your rotten treatment of a long time customer lost you a customer. I never did get my EVO. See below:I preordered the new EVO band back on August 26 (Order #14329) along with Sleep lab +_Mediation bundle.
On October 23, yoiu asked if I would want it with the old band, or wait until November for new band. Since I have found the old band fragile, falls off, etc, I opted for the new band.
On November 16, I received the following: "
"Hi John,
I see that your EVO shipment was cancelled because we're still waiting for the notification from USPS that your current sensor has been returned to us using the prepaid label that you were sent.
Once it's scanned, your order will move back into the shipping queue."
I had assumed that I would not have to wait without any sensor, and could ship the old one back when new one received.
So I responded :
"Just checking archive and I see you asked a month ago if i wanted to return my sensor even though it would be a month to get a new one. I declined, not wanting to do without Sleep lab, which I was paying for. I would like my Sleep lab subscription cancelled with a pro-rated refund, and also cancel my EVO order and refund."
You responded: "
"Hi John,
We never asked our users to go without their sensors for a month, never.
EVO arrived to us a month ago and we asked users at that time if they'd like EVO with the current band instead of the new one and began the exchange process then, shipping their EVO when their USPS label was scanned rather than their even having to wait for us to receive their sensor back. Never, ever was there any expectation that there would be a month' wait. Never, nor is there one now.
Your Sleep Lab subscription started early. Again, as a show of good faith on our part. Both have been removed from your account and the subscription you had is still in place until 12/27. As indicated in your other ticket, that is through your app store and not through us, so you'll need to cancel through them.
You'll have notification of your cancellation and refund already.
Thank you!"
Sorry, but it certainly looked like you refused to send new sensor until old one returned, thereby leaving customer without Biostrap. And incidentally indicating that you do not trust a long-time customer and user.
Just wanted to get that off my chest. I had always dealt with Caitlin before, and she was always helpful, but now I see your "service" rep is anonymous.
John Sielke”
