Terrible Customer Support
I contacted support on May 7 because I had an upcoming therapy session and needed the device working urgently. Over the next 4 days, I followed the reset instructions more than 5 times, but the issue was never fixed. Support kept sending the exact same troubleshooting steps over and over again without actually addressing what I was reporting.
For a product designed for EMDR and mental health support, reliability and responsive customer service should be a priority. Instead, I was left with a nonfunctional device and no real solution, replacement, or refund offered during the process.
Response from developer
Hi there, I'm Quyet, the technical co-founder of Wevana. I read your review and I'm really sorry about what happened. You came to support before a therapy session needing your Tabs to work, and instead got four days of the same troubleshooting steps without anyone actually engaging with what you were reporting. That's not the experience we want anyone to have, especially around something as personal as EMDR work. I'd like to look into this directly. If you're open to it, could you email me at quyet@wevana.com with: - The email address you used to contact support (so I can pull the thread) - Roughly when the firmware/app update happened relative to the Tabs disconnecting - The phone OS and app version you're on - Whether the Tabs power on and show up in Bluetooth settings at all, or nothing at all I want to get your device working, and if I can't, get you a replacement or refund. Either way, I'd also like to understand where the support process broke down so we can fix it for everyone else. Thank you for taking the time to write this out. I know it took energy you shouldn't have had to spend. - Quyet
Not meeting standards
Response from developer
Hi there – we're sorry to hear about your experience and truly appreciate you sharing it. We’d love to help troubleshoot and get your tabs working properly. We're actively improving Bluetooth stability. Most disconnection issues happen when the Tabs are too far from the phone, enclosed in hands, or held near the thighs. If you encountered an error during a firmware update, we recommend performing a factory reset, then retrying the update: 👉 https://support.dharmadr.com/support/solutions/articles/157000307796-how-to-perform-a-factory-reset You can find more help at support.dharmadr.com, or email us directly at support@dharmadr.com — we’re happy to assist. Again, we sincerely apologize. Our goal is always to support a smooth and healing experience.
Worked one time and then stopped pairing with my phone
Response from developer
Hi there – we’re really sorry to hear about the pairing issue. That’s not the experience we want for anyone using Dharma Dr. A quick factory reset usually resolves this (guide here: https://support.dharmadr.com/support/solutions/articles/157000307796-how-to-perform-a-factory-reset). Please reach out to us directly at support@dharmadr.com so we can help get your tabs working or offer a replacement if needed. We’re here for you and want to make this right.
Helped my kids
My 13 yr old son and I like the “adult” sessions for managing stress.
The tabs are very easy to use.
Changes made to app
Perfect for my stress management needs
Not for clinical use
Response from developer
Hi! We believe there is some confusion here and would love to help clarify. Users can start and stop sets for any duration they would like by pressing the start/stop button. We are also working on adding a counter to count the sets to make that process easier. We will continue to do our best to improve the app and respond to any feature requests. And we hope you will work with us to build a better tool for everybody! Thanks!
