I have just sent an e-mail to Keysight US about my problem, using their general support page. If anyone has any contacts there or an e-mail address which might help me, please let me know!Here's the Daniel from Keysight that I mentioned earlier:
https://www.eevblog.com/forum/profile/?u=114509
Yes, I know its 2 years for Europe, but I suppose only 30 days down here!
Yes, I know its 2 years for Europe, but I suppose only 30 days down here!Keysight warranty is 5 years in US, 2 years in Europe, 30 days in Brazil. Very strange.
Similar thing; Rigol support in US is good, but in other countries is crap. hmmm
I wonder if the reason is the company or the country?
Problem is that I'm in Brazil and international calls down here are VERY pricey, even using Skype. But I may call them anyway because yes, talking to a real person does make a difference.
When you say that somentimes Keysight doesnt even care to reply to a customer's e-mail makes me even more worried about this company and my situation!!!!!
Yes, I know its 2 years for Europe, but I suppose only 30 days down here!Keysight warranty is 5 years in US, 2 years in Europe, 30 days in Brazil. Very strange.
Similar thing; Rigol support in US is good, but in other countries is crap. hmmm
I wonder if the reason is the company or the country?
Hi folks,
This just sounds wrong, let me dig into it on Monday when I'm back in the office and get things straightened out. A repair just shouldn't cost that much for a scope like this. In this case, I'll try to get the warranty extended.
P.S. Warranty is 5yrs on 2k scopes worldwide, 3 yrs on other models.
Hi folks,
This just sounds wrong, let me dig into it on Monday when I'm back in the office and get things straightened out. A repair just shouldn't cost that much for a scope like this. In this case, I'll try to get the warranty extended.
P.S. Warranty is 5yrs on 2k scopes worldwide, 3 yrs on other models.
Welp, somone is going to be in trouble now...
Welp, somone is going to be in trouble now... Go get em daniel!
Welp, somone is going to be in trouble now...
I wonder how it would have turned out without this forum...
bgsd,
I don't think Brazilian consumer laws are that bad...
Please look at this link: http://www.idec.org.br/consultas/codigo-de-defesa-do-consumidor/capitulo-iv, "SEÇÃO IV Da Decadência e da Prescrição", article 26. The law grants you a 90 day warranty, independent of the contractual warranty from the vendor. That means it sits on top of Keysight warranty.
Although Daniel still needs to clear why you only have 3 years of contractual warranty, if worlwide it is 5 years, you can check and see if you still have this 90 day valid. The catch may be in this paragraph:
" § 3° Tratando-se de vício oculto, o prazo decadencial inicia-se no momento em que ficar evidenciado o defeito."
A free translation: If this is a hidden defect, the 90 day legal warranty starts to count at the moment the defect was perceived.
I am not a lawyer, so I suggest you talk to one, and with the local Procon on your city.
If all warranty options are now void, Keysight can only charge you if you agreed with the repair terms. If not, they must return you the device in the same condition.
Also, note that the law specifies a maximum 30 day time to effectively repair the device. This is where a lawyer can help you. An interpretation may be that the original repair is not completed yet, as you received a replacement, and this replacement also failed. But again, don't take my word here, seek legal advice.
Personally, I'd wait until Daniel gets back to you before you get too gung ho on legal action....
Personally, I'd wait until Daniel gets back to you before you get too gung ho on legal action....I agree. Give Keysight one more chance to make it right!
My DSOX2024 just had the same problem.
$1900 sounds like the flat-rate replace-instead-of-repair option. Anyway, I'm sure Daniel will get to the bottom of it. He's proven quite adept at juggling tricky situations.
My DSOX2024 just had the same problem. I'm anxiously watching this thread to see what the outcome is.
Keysight Technologies
InfiniiVision 2000 X-Series Oscilloscopes
Data Sheet
Included standard with oscilloscope: Standard 5-year warranty 1
1. Applies to all orders on or after 1/1/2013.
Was it actually a Keysight facility or a 3rd party?
I don't think Brazilian consumer laws are that bad...