I received a call from Josh, a customer service representative from Torch, a few hours after I posted this review. He apologized for the Groupon problem and lack of reachability, resolved the Groupon issue, gave me an extra month of service for my troubles, and was generally very helpful and pleasant. He mentioned that there are updates coming out to fix some of the glitches which will roll out automatically so there is no need to upload or install anything.
I will say that if you use a VPN, it will render the filtering useless, but I assume that unlike some parents' devices, most kids' devices do not use a VPN, so the need for filtering is negligible.
Bottom Line: Yes, I would recommend this to a friend
You simply cannot reach anyone at the company. They have customer service "hours, " but when you call, you are asked to leave a message. I have done so twice and had no return call.
There was some weird interface with Google Chrome that I tried to resolve unsuccessfully with them, so I eventually had to switch to Microsoft Edge. I also bought a Groupon deal to pay for dynamic filtering, but their website did not allow me to use the entire voucher. Groupon couldn't help so gave me Torch's number, and of course, no one answered.
It is a product I really want to work well, but they have many kinks and basic customer service problems to work out. There are tons of coupons out there for a reduced purchase price, so don't pay full price if you decide to go ahead. The filtering and time-outs do work well. It's just a headache dealing with them.