Cesar A.
Good product, bad support and service
I worked as a reliability engineer for a multinational company where we had a lot of mobile equipment that had gearboxes with long lead times, and dust collectors that if they were shut down we had a lot of downtime. We purchased Monnit sensors as they were cheap and the UI in the site was easy to navigate. The product worked as intended, and we even purchased air monitoring units that while they died much faster they were phenomenal. The problem was their technical support and costumer service. On the phone they were nice, but via email the person that replied was a smartass. Rude, condescending, and never helped. Would always tell you they couldn't help you but that they were "Smarter" than you. Would never even do as little as help you troubleshoot. The sensors are sentitive, but they are very cheap. Granted, I was trying to troubleshoot why they kept ripping, I wasn't even accusing the product of being bad, I just wanted support to see what caused the sensor to be destroyed. This man, apart from insulting us and being useless, when we told them "You need to be professional, we are not going to do business with you otherwise" replied in less than one minute. Gave us a response from Chat GPT saying how sorry he was and citing their own troubleshooting guide. Extremely disrespectful. Go with someone else if you want costumer service and technical support.
Reply from MonnitDec 5, 2025
Thank you for sharing your experience. The behavior you described is unprofessional. First, thank you for recognizing that the sensors worked well. Your trust was earned on the product side, and it should have been matched with equally strong technical support and customer service. You were doing exactly what a good reliability engineer does: trying to understand why sensors were being damaged so you could prevent further failures and downtime. That should have triggered collaborative problem-solving, not defensiveness. You were also clear about expectations—“be professional, or we won’t continue doing business”—and that should have been a moment for the representative to slow down, own the issue, and repair the relationship. We hope to have another opportunity to serve you better. Please reach out to us so we can follow up further.