eXciteOSA®

The device itself is well designed and pretty usable/intuitive, but app itself is unfortunately pretty poorly designed, unstable, and, bafflingly, REQUIRED TO USE YOUR super expensive medical device. The app looks ok, but there are some really basic features and UX safeguards missing. A few examples: 1. Accidentally closing the app makes you lose progress on your session without warning or any way to manually set the timer back to where you were. 2. If the device battery dies during a session, same issue—no credit, no help. 3. If the app loses bluetooth connection to the device, again, automatically lose all session progress. 4. The app can just randomly decide to lock you out, delete your account and ALL of your session progress. Has happened to me once already. Had to start back at day 1 after about 20 days of progress.

This app is an abomination. Pure junk. No battery charge status reminders mean you get ready to start a session, only to find the device needs charging. App is loaded with useless ‘gamifying’ and crap messages instead of meaningful info. No history data. Arrogant and useless customer support, only interested in selling new mouthpieces every 90 days. They claim the mouthpiece is ‘not safe’ after 90 days, one support person offered to ‘turn on’ more sessions while I waited for a replacement for my ‘expired’ mouth piece. Borderline subscription scam!

The app is garbage. Most of the screen is devoted to bloat. Notifications come EVERY DAY even if not scheduled. App routinely hiccups, often at the end of the session, forgetting my progress. Half my “missed days” I actually did the stupid therapy and it didn’t record. There’s a false start implied by the app but if you close the screen before it has /actually/ started (not when it says “your session has started”) then it never starts at all. Hurdles. Why? Make a better app.

Super unreliable app+device. Frequently loses connection or crashes, requiring a session to be restarted from scratch even if you were 95% through the session.

The app is locked in on a schedule to force you to use the device every day. If you miss a few sessions it will reset on you and there is no way to override this. If you’ve put CU seed the device like me and are not sticking to a prescribed schedule, this is a bad experience. Customers should not be paying out of pocket for a device that is locked in on a schedule and can only be operated with the app. On top of that, the service provided by the support person/staff is spotty at best. Short answers with little detail and sometimes no replies.

A very buggy app with poor customer support. Twice I have been locked out through no fault of my own including the app shutting down mid session making that day’s treatment incomplete. It won’t let you restart it but to add insult to injury, sends a reminder message to complete your treatment for that day. Customer support via chat says they’ll escalate it and someone will reach out to me in 24 to 48 hours. So much for daily treatment.

On day 16 and the app informs me that the mouthpiece has expired. I am prompted to buy a new one, yet in the meantime I’d like to do my next therapy session but the app refuses to connect.

The good news is I think the therapy is working. The bad news is the app is TERRIBLE. Right now I can’t even get it to start. Usually I struggle with the awful interface. I work in tech and have degrees from Ivy League schools and yet I can’t figure out this app. I don’t understand the numbers they are showing about my therapy. And I don’t have access to the basic data on my therapy that I want. This is not a hard problem. Just hire a mediocre app designer and RE-write the app so it makes sense and then harden it so it isn’t so buggy and crashy. It is easy! I hope the company figures this out before it fails and goes belly up.

The previous version was better in how it displayed how much time is left. New one has way too small a font. Connection at the start is different but doesn’t really supply anything new. Increasing intensity was on the same page as the countdown clock and was pretty easy to navigate.

Whenever I use the app, the app will do the countdown and be stuck at 0 and never start. Power cycling does not help and it is extremely frustrating having to spend many straight minutes of continuously unplugging the device and trying again Also the battery gives zero indication of when it is near low power