I've been using the older black model of the InReach with no screen for several years. It pairs with my smartphone. That's why I got that model - because I already had the phone, I just needed a way to communicate with home and call for help if I needed it. It works well 90% of the time. Rarely I'll have an issue with it connecting to my smartphone, so I just have to send the prearranged message if I need to. I cannot leave the batteries in it, or they will die, so I just put the batteries in it when I need to send a message. If I'm in a tight canyon under old growth, sometimes it takes awhile for it to locate the satellites and get a signal to send messages. Sometimes I don't receive messages back before I turn the thing off and put the batteries away again. But that has not been an issue for me.
I don't use it for tracking. I have a GPS program on my phone, and I rarely go off trail. I don't go on very many overnights, so the battery issue isn't that big of a deal for me. When I have gone over the 10 free messages in a month, it's very cheap for those extra messages. The $13 a month is worth it for the peace of mind (and peace of husband's mind!)
I did use it to text him to send me a tow truck when my car broke down on the way to a trailhead out of cell range.
When I have had problems with software updates or syncing with my phone, the customer support people have been very helpful and not condescending. I haven't had to call them since they got bought out, but I haven't noticed any difference in the service at all.
Depends on your plan. With basic safety you get 10 free messages per month, then 50 cents per after that. Works real well though, I gave my older InReach to my daughter and she texted me (new mini) when we were on a summit...."Dad you are a doofus" cost me $.50
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