HOBO Data Loggers & InTemp Monitoring SolutionsReviews of onsetcomp.com

Response from HOBO Data Loggers & InTemp Monitoring SolutionsDec 15, 2017

Thank you for your review and sorry that you had some difficulties with our loggers. You should not have to close and re-open HOBOware each time with a new device. Each device needs to initialize to the USB port in your computer, and the first time you connect to a device it can take a minute or so for that device to be recognized. This only happens the first time you connect to each logger, after that they will be recognized instantly. I could not find a record of any tech support contact from you; we may have been able to save you some of the trouble you had. Our tech support team is here Mon-Fri AM to 8PM EST, and they do an excellent job getting folks up and running quickly. Contact info for Tech Support can be found here: http://www.onsetcomp.com/support/contact. As to the fit of the plastic parts and having to deal with multiple couplers, we are constantly striving to make communication and data collection easier and more efficient. Our Bluetooth Low Energy loggers are a good example of our efforts to eliminate cables and couplers where we can with new products moving forward. Please reach out to our sales staff at [email protected] if you would like to learn more about our BLE loggers. We appreciate your feedback, and we are happy to help! Sincerely, Gregg 508-743-3141

Response from HOBO Data Loggers & InTemp Monitoring SolutionsNov 17, 2017

We are sorry you have had trouble with our loggers and software. There seems to be some miscommunication here, as HOBOware does in fact allow you to totalize the rainfall data by any time parameter (minute, hour, day, month, etc..) To use this feature select the rainfall line on your graph, right click, then select “filter series”. This action will create a new series that reflects your filter choices. I’ve asked the Tech Support team to create a Knowledge Base article on “Totalizing RG3 rainfall data” to help make this feature more apparent. If possible, I would recommend downloading your loggers on 6 month intervals versus yearly, as the batteries are only rated for 1 year use typical. Also with rain gauges, it’s a good idea to check them regularly for debris, insects and other things that could clog the funnels and impact performance. Our Tech Support team is available 8AM to 8PM EST, excluding weekends and holidays, to assist you with any post-processing or hardware issues. We support our products as long as you own them, and will do everything we can to help. We recognize how important the data is to your work. Tech Support can be reached at 1-800-LOGGERS (564-4377), or by filling out the support request form on our website: http://www.onsetcomp.com/support/contact. Sincerely, Gregg 508-743-3141

Response from HOBO Data Loggers & InTemp Monitoring SolutionsNov 17, 2017

Sorry for the error with your address! I understand you have since spoken with Gabi in our Customer Service department, and that your current address is now correct in our system. We are very glad that you were able to get the products fairly quickly without having to place another order. A review of your order uncovered a process error in the hand-off between Tech Support and Customer Service. Both department heads are aware of this, and have taken steps with their respective teams in an effort to make sure the correct process is followed, every time. Our goal is always 100% customer satisfaction. Thanks for your understanding and sorry for the inconvenience our error caused. Sincerely, Gregg 508-743-3141

Response from HOBO Data Loggers & InTemp Monitoring SolutionsOct 30, 2017

Thanks for your feedback. We understand that Bluetooth communication is not for everybody, which is why we still manufacture many products that use a wired USB connection. Most customers prefer Bluetooth Low Energy communication for its ease of use and for the ability to access loggers that might be difficult to reach with a cable. The ability to use a tablet or a smartphone to manage your data provides other advantages, especially if you are sending that data to the cloud. That said, if you have any suggestions as to how we might make logging data easier for you, please do not hesitate to contact me directly. Customer feedback and new product requests are key components of our product development process, and while I can’t promise that we will meet every request, I can assure you that the right people will get the message. Sincerely, Gregg Daly Customer Advocate Manager 508-743-3141

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

Thank you for your feedback. We take product quality very seriously at Onset and are committed to standing behind our products for as long as you own them. We understand the importance of the data in regards to your work. We regret the issues you encountered and appreciate the opportunity to make things right. 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

Response from HOBO Data Loggers & InTemp Monitoring SolutionsAug 21, 2017

Dear John, Thanks for taking the time to provide us with feedback. I understand you have since spoken with one of our Sales Applications Specialists, Becky, and one of our Tech Support Reps, Matt, regarding the use cases and specific features you would like to see. Both Matt and Becky took excellent notes and shared them with the management teams. Rest assured that your feedback has been seen at the highest levels of management, and we understand your wanting a purpose-built device that simply gets the job done as efficiently as possible. Its a fair request. We try to make products that are reliable, inexpensive, and easy to use. Sometimes we have to balance generic features against specific features to access a wider market for our products. That said, we take customer feedback very seriously, and use it as a major component of our product development process. While I can't promise that we will create a product that perfectly meets all of your requirements, I can promise that the most important people involved in such product and feature decisions have heard you loud and clear. We appreciate your willingness to let us know what you need. Stay tuned! Sincerely, Gregg Daly Customer Advocate Manager 508-743-3141