Customer service, PLEASE! – Muse: Meditation & Sleep Review

Update: after over a year (and over 1100 sessions) the same dreaded bug that plagued me back when I wrote this review has returned. Muse just decided to stop recording my sessions on the main page, although they’re captured under history. Refreshing 40+ times to no avail! This is now interrupting a 363 day streak! Please help! The freezing issue below has been fixed, so there’s that! Previous Review: I have been using Muse for several years now, and I’ve largely been satisfied. I guess with over 700 sessions, I’m what they call a superuser — but that doesn’t mean I’m totally happy. I try to meditate for at least 10 minutes every day, and the system of beach and birds seems to work for me. But when I have a problem, and I’ve had a few lately, I can’t get a satisfactory resolution from customer service. Two examples: 1. Back in May, I had a streak of 142 days straight meditating. On the 143 day, Muse decided not to remember my session — though it appeared in some of the graphs (and still does). I got customer service on the line, they told me that had a server problem and were working to fix it and restore my streak. In the meantime, they suggested turning the clock on my phone back to the date, and meditating again, and that would complete my streak. I did. It didn’t work. They responded later after I emailed Sean (my customer support dude)and told they were working to resolve the issue. Then: crickets. 2. Next, Muse decided it would freeze about 14 seconds in my session. And I mean freeze! I couldn’t even close the app! I had to restart my phone, and sometimes try three or four times before I got farther in the session. Wrote again. Promised a response, and you guessed it: crickets. This is generally a good product. But when something goes wrong, you got to figure it out for yourself I guess. I never solved #1, but I think I beat #2— before I meditate, I close every other app on my phone that’s open. That gets me past 9:46! So keep at it Muse. And maybe take a hard look at that support piece!
Review by Harparbar on Muse: Meditation & Sleep.