App Stinks...but I’m coping
I paired the toothbrush with my iPad and that worked okay. But the app will not verify my email address it tell me to create an account using Facebook, Twitter, LinkedIn, or Google+. I do not use any of these and do not intend to start because of some app. Email should be good enough, but with this app it is not. I’m tired of all these apps requesting way too much personal information in their futile attempt to sell me more stuff.
Update: I got the app to work using a gmail address I pass out so my spam mail has a place to go. I am now using the app, but I’m finding it a little buggy. Not all of the areas I brush register in the app. So, since I got it to work, I’m upgrading my rating to fair. With a few tweaks this app could be a great healthcare experience.
Update: I got the app to work using a gmail address I pass out so my spam mail has a place to go. I am now using the app, but I’m finding it a little buggy. Not all of the areas I brush register in the app. So, since I got it to work, I’m upgrading my rating to fair. With a few tweaks this app could be a great healthcare experience.
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Great idea, slightly flawed execution
I was worried about spending so much money on the Philips smart toothbrush, but it really has improved my dental hygiene immensely, and a lot of that is due to this app. It effectively encourages you to do all your hygiene regime, not just a quick brush and rinse. Plus I can feel how clean it gets my teeth; I’m not going back! The only problem I have is connectivity- I’ve missed goals in the app and spent twice as long as it takes to brush troubleshooting bad Bluetooth that refuses to connect. The problem for me may be due to the fact that my wife and I share the same brush and use different heads, but at this price range that shouldn’t be an issue. Until they fix this, I’m just going to have to borrow my wife’s phone, disconnect her, reconnect myself (if possible) and brush OR just ignore the app, which is half the reason we got this brush. Fix this issue though, and the app will be five stars for sure.
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Piece of junk!!!
This app is a joke!!! It worked perfectly fine for the last several months then suddenly started acting buggy. When I called customer support, they weren’t able to trouble shoot the issue so they had me return my brush and sent me a new one. When I tried to connect it with my app, it wouldn't work so I deleted it and downloaded the app again. No luck. I called support and made sure my phone had the latest software update and started my phone and still couldn’t get the app to open. 😡. I’ve now deleted and dowloaded this app for a 3rd time and the same thing keeps happening!! It takes me through the set up process, I sign into my account, download my data from the cloud, get to a certain screen (almost finished), when it suddenly freezes and closes out. When I try to reopen it, the home screen freezes for about 15 seconds then suddenly closes out. What gives?????
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Terrible.
Terrible app. Absolutely terrible. I have the most expensive model toothbrush you make. The app has no idea where I’m brushing my teeth if I choose to start somewhere different to the app. It rarely picks up that I’ve moved from the back of the teeth to the front, or vice versa. Your app itself is rubbish too. I keep seeing I have notifications from the app but when you open the app there’s no area that shows the notifications. I have no idea what it’s trying to tell me. Why have you, Philips, allowed your brand to turn to such a terrible state? You had the best toothbrush in the world and you have designed the worst accompanying app ever. I spent NZ$500 on this toothbrush. I assure you I will never be buying a Philips toothbrush again after this terrible experience.
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Great Toothbrush, app not so hot
This toothbrush is an excellent piece of kit, best toothbrush I’ve had. However the app and after are let it down. To start with all was great then there was an app update and everything went down hill from there. The app now doesn’t recognise where the toothbrush is in your mouth anymore, this results in the software thinking you are not cleaning your teeth properly and you not knowing how well it’s going. May sound trivial but when the app works the results are amazing. I contacted Philips 2 and a bit weeks ago and they promised they would look into this and get back to me - they haven’t. All in all this is a really expensive toothbrush, and you expect it to work well, sadly as I say it’s let down by the app and the aftercare team. Seriously considering going back to Oral B. Never had problems with their brush and app!
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Response from developer
Hi there. Than kyou for providing us with your feedback regarding the Sonicare App. We can imagine it's far from ideal having an update interfere with your results, and we're sorry to hear your experience went downhill after the update. It's good to hear you've been in contact with our support to have them look into this, although we regret to hear they haven't gotten back to you yet. Therefore, we'd like to ask you to get in contact with us via Facebook or Twitter (@PhilipsCare), where we're available 24/7 to help. If this was the initial place of contact, please don't hesitate to send a reminder there. We hope to hear from you!
SO SAD I paid $240+
1️⃣: APP. I’ve posted reviews, tweeted, chatted, & emailed about app problems. Shouldn’t get the same lame excuses for problems with the App. Notice for updates—they’re careful & never say they’ve really fixed anything. App REALLY PUSHES you to buy stuff!
➖1️⃣⭐️: App developers. Just give you condescending pat answers. Their responses demonstrate they don’t read reviews. Examples: When you specifically state you’re using iOS 11.4 & they tell you to upgrade to iOS 11.2 or higher. SMH on that one! Or you tell them you’re definitely connected to the app. And they shamefully tell you to connect to the app.
🚫⭐️: Product Specialist/Customer Service. Each person acts like they have no idea what your talking about and often you get different answers to exact same questions.
4️⃣1/2⭐️: Toothbrush. It’d be 4.8 to 5⭐️ if the other parts worked.
—Philips developed the Toothbrush & the App. Why so many problems when Philips owns Both sides of the equation? SMH!
➖1️⃣⭐️: App developers. Just give you condescending pat answers. Their responses demonstrate they don’t read reviews. Examples: When you specifically state you’re using iOS 11.4 & they tell you to upgrade to iOS 11.2 or higher. SMH on that one! Or you tell them you’re definitely connected to the app. And they shamefully tell you to connect to the app.
🚫⭐️: Product Specialist/Customer Service. Each person acts like they have no idea what your talking about and often you get different answers to exact same questions.
4️⃣1/2⭐️: Toothbrush. It’d be 4.8 to 5⭐️ if the other parts worked.
—Philips developed the Toothbrush & the App. Why so many problems when Philips owns Both sides of the equation? SMH!
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Inaccurate.
Tracking only works when you brush with the app, and even then, it’s completely inaccurate. I’ve been following directions for a week and the app shows I’ve missed 3/4 of my mouth when brushing, even though I’ve been getting a “complete clean” message every time I brush. Also, the app constantly crashes and restarts even while I’m brushing. I bought the toothbrush to use with the app and better my oral health, but as of now, I’ve spent $270 on a regular toothbrush with a useless app.
Following my review, I got a response from a developer telling me to connect the brush to the app. I clearly stated saying that I’ve been brushing with the app. So, how else am I supposed to connect it to the app, I’m already brushing with the app open, giving me instructions on how to brush. I was also told to contact customer support, which I did a while back, and I discovered that even the customer support associates didn’t know how to properly connect/when to connect the brush to the app. So I’m currently lost as to what to do when both Philips, and it’s developers don’t seem to know exactly how their own product works.
For the last time, developers that keep telling me to connect my toothbrush to the app, MY TOOTHBRUSH IS CONNECTED.
Following my review, I got a response from a developer telling me to connect the brush to the app. I clearly stated saying that I’ve been brushing with the app. So, how else am I supposed to connect it to the app, I’m already brushing with the app open, giving me instructions on how to brush. I was also told to contact customer support, which I did a while back, and I discovered that even the customer support associates didn’t know how to properly connect/when to connect the brush to the app. So I’m currently lost as to what to do when both Philips, and it’s developers don’t seem to know exactly how their own product works.
For the last time, developers that keep telling me to connect my toothbrush to the app, MY TOOTHBRUSH IS CONNECTED.
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Response from developer
Hi there, thank you for sharing your experiences here. We are sorry to hear you have been facing some issues with the app and that so far you haven't found our support all that useful. We would like to assist you further with the app and would therefore like to ask you to reach out to us on Facebook or Twitter. There, we can help you with this. Thanks in advance, we hope to hear from you soon.
Too many notifications
I really appreciate this app since college has made me lose consistency on my brushing. There are some things others have mentioned that I don’t mind too much, however, the notifications do bother me. I don’t get notifications too often, but when I do I get 30 all at once telling me to monitor my brush status, check out new features, schedule an appointment with a dentist, and track my performance among other things. So I get about each of these five times and it takes forever to clear them out. Also the point system confuses me. I don’t know what the points are for other than positive reinforcement. And the messages are weird because it will tell me that I haven’t missed a spot in the last 12 sessions about every 3 sessions. Other than that I think it’s a great app.
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Tech App Health
I like my new Sonicare Digital, it was a replacement after my previous brush stopped working. I was disappointed to find that I would have to purchase the travel charger separately. My previous brush came with the travel charger, apparently this not standard with series 9300. As this is designed to work with an app, including the travel charger should have a given. The item is very expensive I purchased it from Kohl’s on sale and received a $20 rebate. I like the app it tells you what areas you need to focus on, but it’s not intuitive beyond the amount time it’s programmed to record brushing in each section. For example, if I brush out of order it does not record that, which will give you an inaccurate report. Also I checked no, I did not floss accidentally, but I was not able to correct it. My mouth and teeth feel clean after using the brush. I noticed that if I used it twice a day I didn’t have any plaque build up, but if I used it only once a day I noticed a little build up. The two rating is for the lack of consideration for the including the travel charger and the lack of intuitiveness with the app, as discussed earlier.
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Overall good, but needs many refinements
Ultimately, this app does exactly what it’s supposed to - provide paced brushing routine to help achieve a better clean and market other Sonicare products to the consumer. My gripe is that this app seems like an afterthought rather than a priority to the brand. Firstly, it has been almost 6 months since the release of the iPhone X and yet, there has been no update to the user interface to complement this device.
Next, from my experience with my DiamondClean 9700, it seems that there is only communication in one direction (brush -> app), not the other way around. When everything goes according to plan, the usage of the app is clean and polished. The issue is when completing a touch up - the app will day “All Done” but the brush will continue a regular cleaning without a care in the world what the app thinks. Also, why doesn’t the whitening cycle allow for extra cleaning? Once it’s done, it’ll complain about missed spots but provide no way to retouch these areas. This could be fixed if the app could control the brush.
Finally, I wish there was a way for the brush to log cleanings when the app isn’t open and then transfer that information on the next app connect. I’m not sure if it’s a memory constraint within the brush, but having offline logging would be great for those times when it is inconvenient to go grab the phone.
Next, from my experience with my DiamondClean 9700, it seems that there is only communication in one direction (brush -> app), not the other way around. When everything goes according to plan, the usage of the app is clean and polished. The issue is when completing a touch up - the app will day “All Done” but the brush will continue a regular cleaning without a care in the world what the app thinks. Also, why doesn’t the whitening cycle allow for extra cleaning? Once it’s done, it’ll complain about missed spots but provide no way to retouch these areas. This could be fixed if the app could control the brush.
Finally, I wish there was a way for the brush to log cleanings when the app isn’t open and then transfer that information on the next app connect. I’m not sure if it’s a memory constraint within the brush, but having offline logging would be great for those times when it is inconvenient to go grab the phone.
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