The app isn't seeing the keyboard, what could be wrong?

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13 comments

  • Avatar
    Woojihn Auh

    I have galaxy s8+ phone, cannot connect.

    Let me know whether it is possible or not.

     

    Support:

    Hi Woojihn! Kindly to tell you that your device needs a Type-C cable to connect with the piano. Please check the cable pack coming with the piano. If the original one is lost, you can order a new cable from our website. Thank you for your support!

  • Avatar
    Matthew

    Your app isn’t working on my iPhone or iPad it is just saying download failed I cannot do anything with your app. This piano is completely useless at this point.

     

    Support:

    Hi Matthew! We are sorry for the problem you met. Please check your network and make sure it's available. You can change a WiFi or use the cellular network to have a try. If the problem still exists, please feel free to contact us by [email protected]. Thank you for your support!

  • Avatar
    Florence

    I just received the piano and you are suggesting a new cord?????  Customer service stinks.. and the world should know!

     

    Support:

    Hi Florence! Please tell us your order number. If the cable is damaged, we will send you a replacement for free if your order is within warranty. Thank you for your support!

     

  • Avatar
    Brady Ryan

    @ Florence; if a new cord is needed they will not charge. Just FYI. I have a Galaxy 8, and I'm not sure why this will not work. Still waiting on their reply for this. However, customer service and I have been in contact and if a new cord is needed they will ship one at no cost.
    LMK u received my message. I would hate to see you ship this back without knowing this.

  • Avatar
    Brady Ryan

    @ Woojihn Auh;
    I am having the same issue is you, if you should have a resolved disposition, before I do, could you please contact me? My email address is [email protected]
    I would greatly appreciate it. If you would like, you can email me so I have your email address or post on this blog. Thank you again

  • Avatar
    Brady Ryan

    I have a Samsung Galaxy 8, and after using the coupling choir that came with my phone, and attached it to the wire that came with the one smart piano, it is still showing that it is not connected to the app or the piano. I did however hook up my son iPhone and it worked perfectly. I also hooked up my wife's Samsung Galaxy 7, and it worked perfectly as well. Could you please confirm that this is a manufacturing issue on your part, or a programming issue or settings issue on my part. I have to say, I really do like what this amazing piano can do in regards to teaching and learning the piano. My comments on this are strictly technical.

     

    Support:

    Hi Brady! Kindly to tell you that all you need is a Type-C cable, which will be included in the cable pack. Please check your cable pack first and if the original one is lost, you can get a new cable from our website. Thank you for your support!

  • Avatar
    Florence

    I still cannot get any customer service.. I ordered a new cord to the tune of $40.00 more dollars and can't even find out if when it will ship.  Can't believe such a nice product would have no customer service or tech support!

     

    Support:

    Hi Florence! We are sorry for late reply. Please feel free to contact us by [email protected], we will give you a reply within 1-2 business days. If your order is within warranty, we would like to return the money you paid for the cord. Thank you for your support!

  • Avatar
    Brady Ryan

    Florence thank you for following up. I no longer see the number for customer service, as you had mentioned. May I ask what cord you purchased for $40? And also did you have a Galaxy 8 as well? I couldn't agree with you more about the product, and how it's being handled seems as if it's Amateur hour...

  • Avatar
    Florence

    android cord

     

     

  • Avatar
    Brady Ryan

    Thank you Florence. Was it for the Galaxy 8? I know the older Android phones have a different Android wire than the newer Android phones. I have the Galaxy 8, the newest cord. Is that the issue that you are having? Also, where did you purchase your wire? Thank you so much again. I do feel your pain

  • Avatar
    Brady Ryan

    Make this public on Facebook. They are marketing heavily on Facebook. Just FYI

  • Avatar
    Brady Ryan

    Android users should not have to purchase another cord. Nor was this mentioned on Amazon. I believe something should be done to accommodate those who do own an Android phone, such as providing a free wire coupling that actually works. Also I would recommend that you would mention this on your website, and any website that you are marketing on to avoid a massive lawsuit. Mistakes happen, however how their rectified is what separates the good from the bad.

     

    Support:

    Hi Brady! Thank you so much for your kind advice. The Type-C cable is included in the cable pack and you don't need to pay for it. If there is no Type-C cable in your pack, we would like to send you one for free. 

  • Avatar
    Florence

    Brady I have a Galaxy J3 - but from the looks of it.. it involves all android phones

     

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