Top critical review
Company Needs to Help Troubleshoot More
3 April 2018
This product has great potential as an access to music for students with severe disabilities and an inclusionary tool. When it works, the product is excellent. Life changing, even.
However, I purchased one over a year ago through Mayer Johnson in the US. After countless hours over several months on the phone, exchanging emails, etc. with Mayer Johnson and the UK office with issues with Bluetooth connectivity, freezing, crashing, in general not working I finally sent an email to the company stating it was a waste of time and money. I literally spent 20+ frustrating hours trying to figure this thing out, believing it was my operational incompetence, that was the problem. It was only then that someone from the company realized that, maybe, there was a problem with the product and sent me a new one. Once I received the new unit, it fired right up and worked perfectly.
My concern is not with the product. It works as advertised when it works. My issue is with how long it took the SKOOG company to figure out there was an issue with the device. The protocol to assist customers is generally to direct them to a website or YOuTube video. I needed support and was incredibly frustrated by my inability to get the thing running. I was in trouble with my supervisors for spending $300 on something that didn't work.
As a busy speech language pathologist in a public US school, I don't have hours and hours of time to devote to getting technology to work. If you purchase this product, be very clear how much time you can devote to figuring it out and playing with it to determine its usefulness in your programs. Even though the device now works, the bitter taste of struggling with the defective one lingers. My suggestion to the company is to have a clear troubleshooting protocol in place for new customers. In the US, the device is sold by third party companies (such as Mayer Johnson) but is not supported by them. If the device doesn't work, contact the UK company immediately to determine if it is defective or not.