HOBO Data Loggers & InTemp Monitoring SolutionsReviews of onsetcomp.com

Response from HOBO Data Loggers & InTemp Monitoring SolutionsMay 12, 2020

Thank you for taking the time to post a review. We are sorry for the delay in responding to your attempts to reach us. This was not intentional. I understand that you have since spoken to technical support as well as the sales representative, and that your system is now up and running smoothly. While tech support is always the best place to start for technical issues, you should get a prompt return from any inquiry, regardless. We remain committed to that goal.

Response from HOBO Data Loggers & InTemp Monitoring SolutionsMar 13, 2020

Please accept our apologies for not responding to your form submission in a timely manner. Our form submission system had a glitch due to a recent upgrade and the form did not get forwarded to the appropriate department. This was a system error, not a human error. It has since been fixed and controls have been put in place. We appreciate you letting us know. Sincerely, Gregg 508-743-3141

Response from HOBO Data Loggers & InTemp Monitoring SolutionsAug 28, 2019

We are sorry that you have had difficulties with your RX3000. I have reviewed your case from our tech support records. There are several problems that have been noted with your installation. First, you have deployed the logger on its back facing up on what appears to be an I-beam, surrounded by metal on three sides in an elevator shaft. The logger shows damage to the case on the side where the antenna is mounted…damage reportedly caused by it being struck by the elevator. As you are aware the channel opening for the sensors is not sealed with the provided cable guide to protect the electronics from liquids or other debris from effecting the sensor connections or other electronics. We are also aware you are not connecting directly to a WiFi source, but rather you have a modem in-between. While this is not prohibited, it is not recommended for robust operation. Any one of these issues could lead to intermittent connections. Regarding the temperature discrepancies, we would encourage you to ice-bath test the temperature sensors to prove whether or not there is a sensor issue versus valid data showing something you did not expect to see. I see by the notes that you agreed to address the mounting orientation and add the channel guide for the cables. We are, and have been, happy to continue to work with you to address all of these issues. Sincerely, Gregg 508-743-3141

Response from HOBO Data Loggers & InTemp Monitoring SolutionsMay 30, 2018

We are very sorry that our TrustPilot review request caused you frustration. We don’t like getting surveys either, but we recognize the importance of providing feedback mechanisms for customers as well as providing the ability for potential customers to see what others have to say about us. Trustpilot is one the most respected firms in this business, partly because the reviews are independent…they cannot be edited or deleted by us. We’ll take the lumps along with the accolades. We’ll also continue to look for ways to get feedback without being overly intrusive. In the meantime, thanks for using our products, and for letting us know how you feel. Sincerely, Gregg 508-743-3141

Response from HOBO Data Loggers & InTemp Monitoring SolutionsJan 17, 2018

Thanks for your feedback! We are sorry that there was difficulty clearing the alarm. It should be as easy as pressing the lower button on the logger for 1 second. Apparently this did not work, and I am wondering if there was a mechanical issue with the button itself which would be unusual. The only other way to access the logger is via the software as the administrator. Security of data is a critical component of our products and for our customers. You had a very legitimate reason to want to access the profile, but this isn’t always the case, and we can’t make that decision without potentially risking a customer’s data. As an alternative of course, you could have removed the batteries from the logger to stop the alarm, but the logger would have stopped logging (any previously logged data would still be retained). We are constantly seeking better ways to make using our loggers easier, and we are open to any ideas you may have in that regard. Please ask the logger administrator to contact our tech support department to troubleshoot the button operation. Sincerely, Gregg 508-743-3141

Response from HOBO Data Loggers & InTemp Monitoring SolutionsJan 17, 2018

Thanks for providing us with feedback! Onset made a decision several years ago to eliminate standard quantity discounts. This was done to avoid a price increase. We have maintained our pricing for several years as a result, despite our costs increasing. We understand that if you were getting a volume discount before this can be frustrating, but keeping the price down for all customers was our objective, and we believe in the long run this was the better option for our customers. We strongly believe that we still offer the best value for your dollar. Our product quality is a top priority, and we are sorry that you have the impression that it has declined. Our data shows steady improvements in many areas, though there is always opportunity to do better. Continuous improvement is a way of life here. We have, and continue to, implement many controls, including ISO certification, to help maintain and improve our quality. We build everything here in the USA at one location, which allows us to react quickly and address any issues that might arise. We are very interested in understanding what prompted your quality comment. If there is something specific we can improve on, we welcome your suggestions. We appreciate your comments, and your continued use of our products. Sincerely, Gregg 508-743-3141

Response from HOBO Data Loggers & InTemp Monitoring SolutionsJan 3, 2018

Thank you for providing feedback. We understand that review requests can be unwelcome. Our system is set to send an initial request for review, and if that is ignored, it sends another 7 days later. That’s it. Once you have been asked to provide a review, we do not ask for additional reviews when you order again. It’s one request, only sent twice if it is not responded to initially (if you received more than 2 requests please let me know…it’s not supposed to happen). We are very sorry that our review request caused you frustration, and while our product quality certainly does speak for itself, please understand that we also are looking for feedback on the process, the people you dealt with and any other aspect of doing business with Onset, in the spirit of continuous improvement. We don’t like getting surveys either, but we recognize the importance of providing feedback mechanisms for customers as well as providing the ability for potential customers to see what others have to say about us. Trustpilot is one the most respected firms in this business, partly because the reviews are independent…they cannot be edited or deleted by us. We’ll take the lumps along with the accolades. We’ll also continue to look for ways to get feedback without being overly intrusive. In the meantime, thanks for using our products, and for letting us know how you feel. Sincerely, Gregg 508-743-3141