The app is confusing and not user friendly
Developer Response
Dear customer,
I understand that the new app doesn't meet your expectations. Please accept our deepest apologies.
As you can see from the new APP, we have the product category of Health/Wellness/Fitness. In the past, we received complaints that they needed to install multiple Apps to manage the data when they have multiple products of different kinds. So we integrate more products into the new APP, and the UI seems to be a little different from the Renpho APP. It's more convenient for users because they can manage their data in one APP.
If you think any feature in the new APP is not good, could you please kindly let me(support@renpho.com) know in detail? We will forward your suggestion to the technical department to re-evaluate it. Your suggestion is valuable to us and helps us to be better. We value customers' suggestions so much and bringing a user-friendly APP is Renpho's vision. Thank you for your patience and understanding.
Looking forward to hearing from you. Again, sorry for the inconvenience caused.
Sincerely,
Customer Service Team
My data doesn’t sync after workouts
Developer Response
Dear customer,
Please turn on Bluetooth and GPS (for Android) and open our App in advance, and step on the scale to wake up it, then the scale will automatically connect with the mobile phone.
Note: Please stay at the measurement page for a longer time, do not exit it when you weighing.
If the data do not sync to your APP account, please try the "Bluetooth Anomaly Detection" function and let me know the ERR code:
1. Open the app.
2. Go to “Me” section.
3. Select “Bluetooth Anomaly Detection” and click "Body Fat Scale" and follow up on the instructions.
4. Submit the abnormality report.
5. Provide the ERR code to us.
We will pass your issue to our tech team to further diagnose the problem.
Tips:
1. Please measure with barefoot and wait for the scale to auto-shutoff(about 15 seconds) before stepping off.
2. Please ensure Bluetooth is enabled on your phone; otherwise, the scale will not connect with your phone even if you open the app.
3. If you use the scale without opening the APP, the measurement will be stored in the scale, you need to wake up the scale to sync the stored data when you open the APP next time.
We hope these tips are helpful and they address your issues.
Please feel free to contact us(support@renpho.com) if you have any further questions.
Best regards,
Customer Service AgentUpdated: After numerous steps, I did manage to find the way to add my statistics. The developer reached out to me in a polite and friendly way. I still think the app is more difficult than necessary to figure out for all the data. Perhaps find somebody on the development team’s grandma and make it so *she* can figure it out. 😝
Previous: I've been fooling with this app for about 45 minutes now. I cannot figure how to input my measurements manually. The app is unnecessarily complicated, unintuitive, and not user-friendly.
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Developer Response
Dear Iza, we apologize for any inconvenience you may have experienced while using our app. We are constantly working to improve our product and make it more user-friendly. To manually input your measurements, please follow these steps: Tap the connected device "Body Fat Scale" listed under "My device" or tap the "Start measurement" under the dashboard "Weight" card, then it will take you to the measurement page of the body fat scale. Then tap on the "..." button in the upper right corner of the screen, and you will see the "Manual input" button. If you continue to experience difficulties, please don't hesitate to contact us at support@renpho.com. We are committed to addressing all of your concerns. Best regards, Renpho Customer Service Team
It stopped working a few weeks ago. It’s not connected to another phone, Bluetooth is on, the batteries are good, tried removing and replacing battery, tried uninstalling etc, two requests for support unanswered…
Developer Response
Hello, we apologize for any inconvenience you may have experienced. Did you fail to connect to the scale? We suggest that you try the "Bluetooth anomaly detection" function to see if it can help resolve the issue you are having with your device. Regarding customer support, we are afraid that our previous reply may have been lost in your spam folder. We kindly request that you email us again at support@renpho.com for further assistance. Our team is committed to finding a swift solution and addressing any issues you may face. We look forward to hearing from you and resolving this matter as soon as possible. Sincerely, Renpho Customer Service TeamDecided to track my wrists since I am Developer. Since I did not re measure everything else the application does not fill in missing measurements from older sessions.
Developer Response
Dear customer, thank you for your feedback, and we apologize for any inconvenience you may have experienced. If you have previously saved data, it should be available in the history. However, if you are unable to locate your historical data, please contact us at support@renpho.com with more details so that we can assist you further. Our team is dedicated to resolving any issues you may encounter with our app. Best regards, Renpho Customer Service TeamTry weighing yourself and then hold a solid steel dumbbell and weigh again. Body fat should go down or at least stay the same, but it doesn’t. It goes up!
I was busting my but at the gym, losing inches around my waist and belly but my weight was staying the same, (because muscle weighs more than fat) and even though I got to the point where you could see a six pack my body fat was still at 15% because my weight hadn’t changed.
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Developer Response
Dear Customer, thank you for your feedback. We apologize for any inconvenience caused and appreciate your interest in our product. Please be advised that our scales utilize bio-electrical impedance analysis (BIA) technology to provide you with accurate data. The BIA bio-electric measurement is closely related to various parameters, including body impedance coefficient, height, weight, age, gender, and Athlete Mode status. If you have any further questions or concerns, please do not hesitate to contact us. We are committed to providing you with the best possible product and service. Best regards, Renpho Customer Service TeamApp works well and connects easily and easy to add a second user. All the data I wanted is there.
The massive downside is the community feed. If you click on this by accident all you see are topless mirror selfies posted by random people under the title ‘Hot’!! I mean what on earth are you thinking with this. Seems no easy way to turn it off or hide it (if there is a way I haven’t found it). Needs to change asap. I have no interest in being part of a community on the app I just want to track my body analysis. Surely that’s not much to ask?
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Developer Response
Dear Customer, thank you for providing us with your feedback regarding the functionality of our app. We're glad to hear that you're finding it helpful in tracking your body analysis. We apologize for any discomfort or inconvenience caused by the community feature. Our goal is to bring together fitness enthusiasts and serve as a source of motivation and support for users who are on a fitness journey. Users can share similar interests, goals, and achievements. However, we understand that not all users may be interested in this feature, and we appreciate your feedback regarding this matter. Currently, the community feature cannot be disabled, but we will forward your feedback to our related department to see if we can improve it. We appreciate your feedback and will take it into consideration as we continue to improve our app. If you need further assistance, please don't hesitate to contact us at support@renpho.com. Thank you for your understanding and continued support. Best regards, Renpho Customer Service TeamI've been fooling with this app for about 45 minutes now. I cannot figure how to input my measurements manually. The app is unnecessarily complicated, unintuitive, and not user-friendly.
Developer Response
Dear Iza, we apologize for any inconvenience you may have experienced while using our app. We are constantly working to improve our product and make it more user-friendly. To manually input your measurements, please follow these steps: Tap the connected device "Body Fat Scale" listed under "My device" or tap the "Start measurement" under the dashboard "Weight" card, then it will take you to the measurement page of the body fat scale. Then tap on the "..." button in the upper right corner of the screen, and you will see the "Manual input" button. If you continue to experience difficulties, please don't hesitate to contact us at support@renpho.com. We are committed to addressing all of your concerns. Best regards, Renpho Customer Service Team
I used the old app for tracking all my stats in one view, this is harder on the new app.
I also use it to compare with my friends where I can see all their weights on the same screen. Not possible on the new app.
New app keeps forcing me to log in.
Only nice thing is the colours of the app are better, everything else is just harder. What a shame.
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Developer Response
Dear customer, we sincerely apologize for any inconvenience caused. We understand that you had an unpleasant experience with our new app. The new app is slightly different from the old one as we have integrated more products into it. This has resulted in a different interface from the earlier Renpho app. However, with the new app, users can manage data from different devices on a single platform, making it more convenient for some users. We are continuously working to improve the new app and gradually adding more features as well. Although the new app may take some time to get used to, it does have almost all the features of the old app, such as the trend page and the friends function. Here are some new features: 1. Our chatbot is now available, and you can find solutions and instructions for common questions easily. 2. You can now pair most of Renpho smart products such as scales, smart tape, massagers, smart jump, Bluetooth blood pressure monitors, and treadmills on a single app, eliminating the need for separate apps. 3. The new app has a "Community" feature where you can post or comment on other users' posts. 4. Your weight measurement in the Renpho Health app can be synced to MyFitnessPal. Moreover, to access the measurement page quickly, you can add the weight measurement page to your phone's home screen. We appreciate your patience and kind understanding while we strive to make the new app more user-friendly. If you have further suggestions or require any assistance, please email us at support@renpho.com, and we will address your issue as soon as possible. Best regards, Customer Service Team
I got the eye massager for Christmas, I can connect the device to Bluetooth but the app does not connect the device at all.
Developer Response
Dear Customer,
Thank you for your concern regarding the connectivity issue with your eye massager. Here are some steps to help troubleshoot the problem:
1.Bluetooth Connection:
Ensure that your phone's Bluetooth is turned on.
Verify that the Renpho Health app has been granted permission to access Bluetooth on your device.
2. Bluetooth Troubleshooting in the App:
Utilize the Bluetooth diagnostic feature within the Renpho Health app to identify any potential issues.
3. Proximity Check:
Make sure that the eye massager is close to your mobile device. Excessive distance may result in connectivity problems.
4. Device Status:
Confirm that the eye massager is powered on, and the screen is active.
If the issue persists after trying these steps, please contact our support team at [support@renpho.com].
Wishing you a pleasant day!
Best regards,
Renpho Customer Support
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