HOBO Data Loggers & InTemp Monitoring SolutionsReviews of onsetcomp.com

Response from HOBO Data Loggers & InTemp Monitoring SolutionsSep 29, 2017

Scott, Thanks for the feedback. We are very sorry that you have reported a bad experience with servicing your HOBO. After a review of the information we have, it appears that the several people you spoke to at Onset tried their best to help you, including sending you a free U30 battery because you had initially not purchased a charging system for your device. We are reviewing the U30 web page and documentation in an effort to make these requirements more clear to customers moving forward. Anytime a third-party sensor is used with our products there is a possibility of unforeseen issues, as you know from the VIA board you had that burned out due to too much voltage. When we repair a U30 that has been used in such applications, our charter is not to reprogram the U30 for the 3rd party sensor you were using. It is to get the device back to the factory standard that it was in when it initially left this building. We are sorry if this process was not made clear to you up front. We are reviewing our process here to determine ways to avoid such miscommunication in the future. I understand you have everything you need at this point, that the unit is working, and we have agreed to refund your purchase and shipping for the two additional sensors that were not needed. If you would like to speak with me further regarding any aspect of this situation, please do not hesitate to reach out. Sincerely, Gregg Daly Customer Advocate Manager 508-743-3141

Response from HOBO Data Loggers & InTemp Monitoring SolutionsSep 20, 2017

Thank you for providing us feedback. We are sorry that you did not receive the email confirmation, and that your project had an unexpected delay. The email confirmation is an automated process, sent directly from the iShop web store. During our busiest season, web orders with a shipment date of less than 10 days are not flagged to Customer Service for follow-up unless the shipment method selected is faster than UPS Ground. As this was a UPS Ground order, we assumed the system worked as designed and you should have received the email confirmation which would have included a shipping date. I understand your order was shipped a week after being placed and that you now have your loggers. We have not found any technical issues that could have prevented your confirmation email from being sent, nor have we seen this issue with any other customers since the system has been in place. Regardless, we have since implemented tighter controls to manage and confirm the web order confirmation emails, in an effort to avoid the situation you experienced moving forward. Sincerely, Gregg Daly Customer Advocate Manager 508-743-3141