Elevating the User Experience: Support for Monarch Users

The Monarch is making its way across the U.S. As it lands in the hands of students nationwide, the APH Customer Experience team is ready to help users make the most out of this robust new resource. 

The Monarch is the first APH product to have its own customer service phone number along with two dedicated full-time support agents taking calls and answering customers questions, with additional team members trained as backup. “When you purchase a Monarch, you are not just getting the device, but you’re also getting that support,” said Jim Kreiner, Senior Director of Product Operations and Customer Analytics at APH. “We are committed to helping our students and making sure that they get the resources or assistance they need and as close to real-time as possible.” Customers can call 833-447-8444, or email monarchsupport@aph.org Monday-Friday from 8 AM-8 PM Eastern time. 

The Monarch email and hotline was also created to aid individuals in the Monarch Student Pilot Program (MSPP). “Any participants or anyone that has questions about the program in general can call that line and get their questions answered,” said Sarah Gauer, Project Manager for the MSPP. Jim added, “This is not just generic technical support or generic product support, but a very personalized experience for those students. We’re going to be there for them from middle school to high school graduation [as the age range is 6-11 grade].” Learn more about the MSPP. 

Those interested in purchasing a Monarch can call the APH team to learn more about how it works and what new apps and features are coming in the future. “We also offer help with unboxing and basic connectivity,” said Jim. This includes accessing Wi-Fi or connecting to a computer monitor so a teacher can see what a student is viewing on their Monarch.  

Agents can teach users how to navigate Monarch apps as well as troubleshoot if they are not working. They can assist with issues like speech and braille output and instruct customers on how to change the Monarch’s membrane, or screen protector. “If it’s a software issue, we can handle that short of sending the unit in for repair,” said Matt Bittinger, APH Technical Support Specialist for Monarch. If the device does need to be sent in, call APH to initiate that process. Customers will receive a label to ship the Monarch back to APH. If requested, we will send a loaner unit to a student so they can continue to have access to the braille and tactile graphics necessary for their education. 

“Monarch is a life-changing device for our students and other users,” said Jim. “We know that if we are successful in that mission, the Monarch becomes not just one tool in an array of many, but the tool that people reach for first and build their lives around the way a lot of us have built our lives around our cell phone. If you need help with your Monarch, we want to make sure that we’re there for you.” 

Contact the Customer Experience Team today for support with your Monarch or download the user guide and frequently asked questions under the manuals section of the Monarch product page.