I've used OS hardware for awhile, but had no reason to contact customer support.

My first contact with "support" was when I needed the protocol for the WMR-918. Even though I told them I was writing code that would open the UNIX market for them, I was told that they do not give this information to "end users". I don't call that support.

My next contact came when I found the THR-128 on the shelf and read the box. The package claims that the THR-128 is for use with all Cable Free Oregon Scientific systems. That's how the WMR-918 is marketed. You'd think the THR-128 would work with the WMR-918, based on OS's own packaging, right?

No.

After trying to get them to register on the main display, I asked "customer support" how to get them to work. Well, you can't. OS knows they don't work with the WMR-918 but decided to put the wrong information on the package. Their trick worked, I bought two.

"Customer support" suggested I solve my "confusion" by getting the right piece of hardware. I suggested they solve it by providing hardware that meets the package claims. I'm now waiting for UPS to pick up the THR-128's for replacement. I've held off reporting this problem to the Oregon Attorney General until I see how long it takes to get the right product.

Update: March 29, a package arrived from OS, containing ONE THGR238 to replace the TWO THR128s I returned to them. A quick search on the web shows the retail price of the THGR238 is $24 -- and I paid $24.95 each for the THR-128s. This is a "no cost to me" exchange? I guess this is why OS was happy to make the exchange. I wonder if the Oregon Consumer Fraud department of the Attorney General's office will see it as a valid transaction.

I sent email to OS telling them I was not happy. LY called, wondering how I could possibly be unhappy. I explained how swapping two for one wasn't my idea of a good trade. She tried claiming I hadn't told her I had two (I had, email she had already responded to told her.) She said it would be no problem to swap the second one. I told her of COURSE I wanted to.

Update: April 3, I sent email to OS asking for the tracking number for the second THGR-238. I was told that it had not been sent, and was told that I had not made it clear that I wanted the second one exchanged.

I called OS and talked to Leslie Gordon, David Childer's assistant. She said she would look into the matter and call me the next day. The next day, instead of a call from her, I got another email from LY claiming I had not told her I had two to exchange and that she wanted to know if I wanted the second one exchanged.

I have still not gotten a call from Leslie about any of the issues I brought up with her, such as the availability of protocol information or how my main unit sucks batteries even though its on the AC line or how my rain guage doesn't or how the anemometer reads all wind less than 1 m/s as 0. The second THGR-238 has arrived.

Missing customer support and mislabled packages are two reasons I will not buy from OS anymore. The only problem is my rain guage is now failing to detect rain and I will have to get it replaced, I fear.

Update, a long time later: After three email requests for info on where my replacement main unit was, I was told that one would be sent out. I've now gotten three replacement units over a two week period. One came sans any paperwork or explanation of any kind. When it rains it pours.