ComplaintsforOnset Computer Corporation

• Initial Complaint

  08/11/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchased 2 ******** **** loggers from this company. They are specified to be accurate within .5 degrees C, but did not agree with our other temperature sensors. I ran a series of tests with these loggers, coordinating with the company's tech support. These loggers did not read the temperature consistently or repeatably.The company insists that their product can only be compared to their own companies' products, and not any other thermometer, not even a scientific bulb thermometer. This is illogical as in a steady state, thermometers need to read temperature accurately or they are useless. They are stating that only their companies products may be used for reference. If their products are unreliable, this is illogical.The attached picture shows their temp probe in ice water with a bulb thermometer at 0 degrees C. You can see that their temp probe is not reading within .5 degrees of zero. This might seem insignificant, but we are storing vaccines that must be accurately temperature monitored.

  Business response

  08/19/2022

  Onset's tech support and product teams have provided extensive feedback both written and verbal to Mr. ******************************* of Drug World over the past three weeks regarding his complaint that our pharmaceutical temperature data loggers (InTemp) that are CDC compliant and accuracy certified with a calibration certificate in Onset's ISO17025 certified lab are not accurate.  ********************** was attempting to compare the temperatures displayed on the digital data loggers to the readings from a manual thermometer he placed in an uncontrolled ice bath (a pyrex measuring cup as evidenced by the photo the customer submitted to the ******************** and to Onset).  What ********************** struggled to understand is that there are several variables to what he was reading on a manual thermometer in an uncontrolled container with ice which would have temperature variations within it (some areas of the ice water could be close to 0F but others in the liquid areas could easily be 35 F or more depending on where the temperature is measured in the container.  Additionally, per CDC guidelines, the InTemp vaccine temperature data loggers use a "glycol buffer" which is a glycol bottle around the temperature probe which further reduces rapid changes in temperature (as you would see with a manual thermometer).  Onset CDC compliant data loggers are used throughout ***************** (and world) but CDC/VFC vaccine providers and are known for their accuracy and reliability.

  Unfortunately, no amount of explaining the expected behavior was sufficient for **********************.  Although this is not a product issue, Onset stands behind our products and we have authorized our service department to issue a return authorization to ********************** to include free shipping.  Once we receive the returned data loggers, Onset will refund ********************** the amount he paid for the loggers.

  Customer response

  08/22/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *******************************

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