Hi Ellen,
I wanted to follow up on your rating here. This sounds like a pretty troublesome issue. If you have not already I would suggest reaching out to our support team to see if we can get this issue resolved for you. You can reach out to support@biostrap.com or chat in on our website.
“I love the device. There seems to have been some database issues the last 4 days or so. I've been unsuccessfully been able to log in for a dew hours every morning. I wake up logged out. The data from the device seems to be synching fine once I can log in though.”
“Going for a run, secure the pod as I’m meant too, pod comes off mid run, can’t find it - not buying another one for that to just pop off! Won’t recommend something that isn’t fit for purpose”
Hi Terry,
So sorry to hear that the wristband came off during your run. I am not sure if you had been using our strap 2.0 which is more secure for those who are active. Additionally, we are working on a watch style clasp the be released in the near future.
We know that losing the device can be very frustrating and we do offer a significant discount on replacing the sensor. If you are interested please reach out to our support team at support@biostrap.com or chat in on our website.
Hi Michael. I saw your rating and your notes and wanted to reach out to see if there was something our support team can help with.
You are noting you cannot get the device to work yet. You should be able to charge, connect, and start getting readings shortly thereafter. If that is not the case then we definitely want to take a look.
I am going to have the support team reach out to you via email to see if we can help get you up and running properly.
“I was extremely excited for this product. But have lost so many days of data due to lack of syncing to my phone. I was told to sync more often to keep from happening. I tried this but still end up having to reset my biostrap at least once a week losing data just so it will work again. Although support team gets back to you in a timely manner the issue doesn't seem to be getting any better in the almost 3 months I have had it.”
Hi April. We appreciate you taking the time to add feedback here. I wanted to follow up with you on the issue you are noting. From your previous inbound to support and your notes here the device sync is causing some serious issues. Maybe even causing data loss which is definitely not the experience we want our users to have.
If you are interested I would like to investigate this issue further and see what could be happening here to cause the slow sync times and data loss.
I would love to get more data on how exactly you are using the device. How often you open the app to sync? How often you charge the app? What does a normal day of using the app look like for your? It may give us some additional insight here so we can make this process smoother.
I am going to reach out to you via email. We would love to see what we can do to make the experience better for you.
“Had to return mine on warranty and the discount for buying accessories expired before I had a chance to use it the first time. Just not right. 100% happy with the product & service other that that.”
“I like the biostrap very much but I cannot do what I want until I get the bootstrap (not in the original packaging) and I have not received a replacement at this time. I reported the problem Sep 17 and it is now Oct 1.”
Thank you so much for reaching out and letting us know. I just looked up the tracking on that order and followed up with USPS. We did ship this out on 9/17, but from what I found out the order go lost in transit.
We are very sorry for the inconvenience here and have put in a new order for you. I am going to follow up via email with you as well so we can confirm the new order arrives in good order.
“I’ve found Biostrap to be a terrific solution for managing and monitoring my health. A few items need addressing. First, battery life. Having to recharge every theee days or less interrupts one activity or another. If I recharge while I sleep I miss that monitoring. If I recharge during the day I’ll miss some steps or other monitored data. Don’t get me wrong it’s a marked improvement over my previous solution. The other issue is keeping track of the shoe Biostrap. Once removed from my workout shoes it is difficult to locate because of its size and weight. At the moment I’ve misplaced it and have no electronic way of finding it. Perhaps the next iteration should have a tracking capability to help locate it?”
“So there is tons of information on this thing but the information is just that numbers and statistics it doesn’t give you a summary of what the statistic means how it benefits you and or what you could be doing to make it better
The running and work out apps are always at least 100 to 200 cal off of other wearable devices that track via light source on wrist. Almost 500 to 1000 calories off when tracking run with shoe pod vs wrist during run.
This thing would be so much better if it actually gave you a summary of what all of the track information means per category.”
“The first day the shoe monitor fell off while I was running, the 3rd day the wrist monitor stopped communicating with my iPhone, the support group stopped responding after my 3rd email. Save your money and buy something else.”
Hello Charlie,
I apologize that you did not get a response from our support team sooner. Unfortunately, at this time we do not have Support available over the weekend.
I would definitely suggest reaching out to our support team via chat on our website or through the app this week. The experience you are noting is not typical and definitely not the experience we want any of our users to have.
We want to make sure you are taken care of and see what is happening with your device. I sent you an email to colson@olsoncapital.com as well as responded to your chat on our website.
Hi Neil.
The strap does track a lot of biometrics and understanding what that information means can get a little complicated.
If you want to get a better understanding of the metrics check out our FAQ page. Here are a couple links to get you started.
http://help.biostrap.com/understanding-data-and-features/understanding-sleep-detail-page
http://help.biostrap.com/understanding-data-and-features/understanding-the-hrv-trending-graph
http://help.biostrap.com/understanding-data-and-features/understanding-heart-rate-hr-detail-page
“Stellar customer service after my charger failed they sent one free of charge! It came quickly and works great. I ordered the new pink camo “keep a breast” strap and though the color is a bit off from the pic I love it. A great way to open a conversation not only about the product but also the cause for Breast Cancer Awareness! Keep up the good work.”
“The support was right on top of everything for me. The postal service was not the best in leaving my product at the correct location but Caitlin found the location and when my charger was not working they sent out a functional one IMMEDIATELY. Definitely a great experience with Biostrap though. Thank you!!!”
