No support from B+K Precision...

[tom66]

Had a BK 2709B multimeter for nearly two years and recently one of the tilting bale clips on the battery cover has broken so I can't stand it up any more.

So it looks like all I need is a new battery cover, no big deal, the meter itself still works.

Contact B+K three times with no response using their website. About to pick up the phone and call them but before I do that any other ways of getting the part (I'm quite willing to buy it - but I'll have no luck if I can't find it!)

[EEVblog]

They have been pinged on twitter.

Dave.

[zaoka]

Good luck

[retiredcaps]

Contact B+K three times with no response using their website.

I just used their website to send them a message regarding your problem.  However, it is Saturday (today).  It will be interesting to see if they respond to a Canadian any quicker or if their "Contact Us" filter person asleep at the wheel.

[tom66]

They have been pinged on twitter.

Dave.

Thanks for the ping Dave and thanks retiredcaps... Let's see if their support (mainly the reason I bought it) holds up.

[SeanB]

24/7 support - we answer after 24 hours, or if it is in the 7 hours of the month we are working.

[Dawn]

I've recently had the same experience. I filled out the same form you all did and never got a response. That's been about 3 weeks now here in the states. I have never had to deal with them before, so I had no idea what to expect as many other companies do the same. Sometimes I wonder why some of these companies bother to refer you to an support  page or applette if they have no intention of responding. Many also offer support telephone numbers that unless your're a dealer or service center, the only recourse a consumer has is to leave a voice message that's never returned either.

[bilko]

I had the same ZERO response from info@lumileds.com when requesting info for a big order.
No loss, order goes to CREE instead. Wonder who runs these businesses, hey, if they can't even give pre-sales support, you're stuffed once they have your cash.

[T4P]

I had the same ZERO response from info@lumileds.com when requesting info for a big order.
No loss, order goes to CREE instead. Wonder who runs these businesses, hey, if they can't even give pre-sales support, you're stuffed once they have your cash.

Welcome to phillips lumileds. AKA What used to be agilent's LED department
In my humble opinion i avoid lumileds all the time

[bilko]

Welcome to phillips lumileds. AKA What used to be agilent's LED department
In my humble opinion i avoid lumileds all the time

Thanks, wish I had known earlier, would have saved me wasting my time. It doesn't matter how good the product is (don't even know if they are any good). Certainly bad comms is a deal breaker.

[tom66]

FINALLY, I got a response to my original message (about 2.5 weeks ago):

I can send a replacement but we cannot pay for the shipping. Do you have a shipping account that we can use to send this part?

Hmm, I spent nearly $100 on this meter and you can't afford a $2 air mail packet to UK? Never mind, I'm willing to pay for it as it is wear and tear possibly on my part. But I don't have a shipping account, I've asked if they will accept paypal or a credit/debit card.

[retiredcaps]

FINALLY, I got a response to my original message (about 2.5 weeks ago):

I got a response from them on Monday (less than 48 hours including Saturday and Sunday).  It states

"Yes, I have contacted your friend and we are trying to find a way to get the part to him."

[tom66]

OK, +1 on B+K here, they are sending it free.

Hi Thomas, I have not received a shipping quote from our shipping dept yet. Would you mind if I send this part to you in the mail? It will only cost $3 which we will pay, but there will be no tracking#. What do you think?

So, in the end, it looks like it has worked out well. Apart from the delay in answering the support was very helpful. 

[tom66]

Part arrived today, fitted it, meter works great.

Thanks to B+K for sending the part, and to everyone for raising their attention.

[aargee]

It's a shame the hoops that people had to go through to get some attention.

Possibly this became "a fire that had to be put out" rather than a "this is our great service that happens all the time".

< cynicism on> OK everyone, back to hunting down that last 5c saving we can make this week. <cynicism off {not really}>

[Ed.Kloonk]

Part arrived today, fitted it, meter works great.

Thanks to B+K for sending the part, and to everyone for raising their attention.

Glad you got it sorted.

It's a shame the hoops that people had to go through to get some attention.

Possibly this became "a fire that had to be put out" rather than a "this is our great service that happens all the time".

< cynicism on> OK everyone, back to hunting down that last 5c saving we can make this week. <cynicism off {not really}>

Yep. 't sux.