Scott K.
Sent a HOBO U30 in for repair
Sent a HOBO U30 in for repair. They didn't finish the job, sent the unit back with all of the wires cut. I re-wired it and it wouldn't record the current. They said I needed a new current sensor. For which, they sold me the wrong one. When I found out it wouldn't work with my data-logger, they sold me the right one. In the meantime they decided that the first one wasn't broken (after I had purchased two needlessly and taken up valuable time), and that the first current sensor only needed to be re-programmed. This was also not done during the repair. In helping me re-program it, they suggested adjusting the scale: "turn that screw counter clockwise till it stops." me: "It's not stopping, it just keeps turning." Assistant: "Wait, there's a warning about that, only turn it three times." So now it's permanently out of scale but it records something. I get to fix the scale factor myself in excel after collecting the data. I even got to pay for the shipping of the needless components. It has been an incredible experience.
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