I have had a neuro-stimulator for one year now. I own an iPhone 13 pro max and the SJM Application does not work with any of the “Max” iPhones due to the magnet in the phone, which can impact the pulse device (turn it on/off, if close to the device for 30seconds or more).
I feel this should be resolved and by now. I have to carry a phone and iPod; too much to keep track of and carry, when “some” phones can do both. I need the large screen, so I guess I’m stuck with carrying both until Abbott gets on the ball, maybe shielding the generator or changing the strength of the magnet needed to reset the device… they are the experts, they should be fielding these issues!
Great results, poor execution of patient interface.
Developer Response
We are sorry to hear about your experience and take accounts like yours seriously. So that we can better help you, please send us your contact info by sending an email to NMDTechnicalSupport@abbott.com with Complaint ID: TS-1836948. We will get back to you as soon as possible. Note: For your own privacy, please do not leave your personal contact details in the comment.App worked great until I had to update my iPhone 11 Pro to the new iOS. It literally deleted all the saved info for my back device. Just found out today that they are working with the developer. No notice, so buyer beware for the time being!
I have been using the app for many years as well. Even before they started using iPods. Trust me, the IPod is MUCH easier to use. No more wearing a belt and waiting hours for the stim to charge. Yes it sucked having to have surgery, again, to replace the rechargeable battery but I’d do it again if I didn’t need to recharge. I assume a previous reviewer had not so great medical insurance. Mine is Medicare and I was given the IPod. When the iPod had issues, my support person got it replaced asap. As far as the app updates go, I could care less if it is updated as long as my stim is working as it should!
Developer Response
Thank you for your trust in our product quality. Your comment really motivates us to continue to provide the best quality devices and help people live life fully.I have tried to use this app for over a year now, and it continually crashes when opened. After the last update, it appears that issue (incompatibility with IOS) has finally been resolved. It hasn't crashed once since the update. I will post again in a few months and hopefully give it a five star rating. As of now, I recommend you try it.
Why can’t this company make the app work with all phones. To have to carry the dumb iPod to control a implant is beyond me when I have a iPhone XS Max and can’t control my device this tefexts so bad on your company the unwillingness to pay someone to make the app work with all current devices and not force patients to by a device that will work your lack of support is beyond concerning especially with a medical device!!!!
It’s beyond obvious the inaction of the company not updating the app they don’t even show if you buy a new iPhone it will work!! ?? Beyond more than obvious that they don’t care just put a reply contact us and ignore. It’s like the cruelest joke ever!!!!
Developer Response
Hi Disneytodd,
We are sorry to hear about your experience and take accounts like yours seriously. So that we can better help you, please send us your contact info by sending an email to NMDTechnicalSupport@abbott.com with Complaint ID: TS-1816051. We will get back to you as soon as possible.
Note: For your own privacy, please do not leave your personal contact details in the comment.
Comment after comment lament the incompatibility with the recent ios update. Each response simply says more info is needed and gives an id for the complaint to be made. Why? What more info could be needed? More importantly, do we all need to complain and file the same complaint? The problem should be pretty obvious at this point. Due to failure to stay abreast of developments your customers are forced to choose between accepting recommended updates for our privacy or to have this very expensive, intrusive, and necessary product workable. Abbot can and should do better. If support was actually a priority such reviews would never be necessary.
Developer Response
We are sorry to hear about your experience and take accounts like yours seriously. So that we can better help you, please send us your contact info by sending an email to NMDTechnicalSupport@abbott.com with Complaint ID: TS-1803430. We will get back to you as soon as possible.
Note: For your own privacy, please do not leave your personal contact details in the comment.I’m still having to get the right program to help my back, always using the app to check the adjustment on my phone, now that’s not working, this should have already been corrected, I’ve called my rep and he always takes a couple of days to call back, the implant is not doing what I expected, I am really disappointed!!!!!!!
It’s extremely difficult to understand how this company charges so much for the equipment implanted into my body and then leaves the patients in the dark with out of date software to control something we’re carrying around inside our body. These things are supposed to be customizable for many years, not so much I guess. Update the app soon please! There’s been 2 iPhones since the last supported device on this app.
My rep encouraged me to use the app so I didn’t have to carry the iPod. While I’ve had this for a few months, the app has been beneficial as I’ve been able to adjust accordingly as I continue to get stronger. Why would their be an app not compatible with the updates? I was forced to update because of my banking app. Had I have known that this update would kill this app, I wouldn’t have done the update to begin with as I don’t do them automatically. Fix this app! It’s imperative for patients to have access and when the reps encourage us to use the app, it needs to work with all updates accordingly. Two stars, because prior to the update issue, I liked the app, it was easy to use… now it’s a whole new level of frustrating.
Developer Response
Thank you for your message. We would like to know more about the details. Please send us your contact info by sending an email to NMDTechnicalSupport@abbott.com with Complaint ID: PER-2021-0198646. We will get back to you as soon as possible. Note: For your own privacy, please do not leave your personal contact details in the comment section.
I just got my new stimulator and the iPod that came with it won’t run the app on iOS 15. For some odd reason, even though my iPhone 6s Plus is running software 15.0.2, it is allowing the app to run. Obviously I’m extremely grateful for that as my pain was excruciating before the device and now is 95% gone. However, I’d rather use the iPod to control the device and not my phone. When will a new version of this software be available to make it work properly???? I mean come on, this is people’s health and lives you are messing with when this app doesn’t work correctly. Please, please, please come out with an updated version so it will work with the newest iOS software!!!!
M McAllister
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