What's the skinny on purchasing parts from Keysight?

[bitseeker]

I've heard conflicting reports on whether it's possible to buy individual parts from Keysight for repairing their test and measurement equipment. Some are able to buy them. Some have to spend at least US$50, but others don't. Some couldn't buy anything unless they had a "business" email address. It all seems a bit arbitrary.

So, this is a prompt for an official rundown from Keysight on their policies for purchasing parts. For example, who can purchase them, what's the minimum quantity if any, are there country-specific policies, etc.?

[bitseeker]

Related to this, if an Agilent Service Note says, "AGILENT RESPONSIBLE UNTIL: Always." is Keysight honoring it for service/parts or was it limited to Agilent?

[xrunner]

Well since you started this ...

I want to know why some parts are labelled "not orderable, contact Keysight for repair"

If they can repair it the part is available, so why can't I order it, as opposed to other parts that are "orderable"?

[bitseeker]

Thanks for chiming in, xrunner. That's a good one too.

[coppice]

Well since you started this ...

I want to know why some parts are labelled "not orderable, contact Keysight for repair"

If they can repair it the part is available, so why can't I order it, as opposed to other parts that are "orderable"?

Some parts have never been orderable, because replacement of the part requires complex alignment, balancing of groups of parts, or something like that. The module which contains the part should be orderable, though, possibly on a swap out basis. Even in a defence contractor, where calibration and repair occurs in house, we used to have this issue with certain parts in HP equipment.

[xrunner]

Well since you started this ...

I want to know why some parts are labelled "not orderable, contact Keysight for repair"

If they can repair it the part is available, so why can't I order it, as opposed to other parts that are "orderable"?

Some parts have never been orderable, because replacement of the part requires complex alignment, balancing of groups of parts, or something like that. The module which contains the part should be orderable, though, possibly on a swap out basis. Even in a defence contractor, where calibration and repair occurs in house, we used to have this issue with certain parts in HP equipment.

That doesn't fly with a part I'm talking about - it's a VFD module for an Agilent 8648A. It's a very simple swap with no adjustments whatsoever. It's "not orderable". Baloney!

[LabSpokane]

Well since you started this ...

I want to know why some parts are labelled "not orderable, contact Keysight for repair"

If they can repair it the part is available, so why can't I order it, as opposed to other parts that are "orderable"?

Some parts have never been orderable, because replacement of the part requires complex alignment, balancing of groups of parts, or something like that. The module which contains the part should be orderable, though, possibly on a swap out basis. Even in a defence contractor, where calibration and repair occurs in house, we used to have this issue with certain parts in HP equipment.

That doesn't fly with a part I'm talking about - it's a VFD module for an Agilent 8648A. It's a very simple swap with no adjustments whatsoever. It's "not orderable". Baloney!

In my opinion, at a very minimum, normal wear and tear items such as knobs, buttons, keyswitch matrixes, bezels, display modules, daughter cards, case parts etc. etc. etc. should all be order-able.  Maybe we have to wait 30 days to get it if it needs to be molded or received from the supplier, but at least give us the opportunity to do so. 

Some of the Keysight restrictions are parts are just ridiculous.  Tear a button off a rubber switch matrix on your spectrum analyzer?  You're completely screwed because that's a "factory repair" and is a grand plus to replace a matrix that's maybe $25-50 ea.  Maybe that's  factory job for the head of accounting, but for the rest of us, it's a drop-in replacement. 

Not being able to get parts makes the Keysight premium very tough to swallow since Keysight has set repair prices are set to make equipment replacement the only practical choice.  A premium for a long term investment is something people can swallow. Expensive and disposable is a great way to kill off your brand. 

[bitseeker]

Ultimately, if they don't want to sell the parts, I can live with that, but it's not really all that clear to me.

I just need to know (1) what parts I can order to repair my gear, (2) what I have to do to get those parts, and (3) are repairs in pre-Keysight service notes still honored (e.g., "AGILENT RESPONSIBLE UNTIL: Always.").

Daniel B. at Keysight has be great when it comes to getting to the bottom of previously unclear issues. Hopefully, he can help us with this too.

[mikeselectricstuff]

A while ago I ordered a replacement rubber button strip for my MSO6034A - I think it was about 8 quid, and they didn't even charge shipping.

[hendorog]

A new power switch for my 6627A was quoted at $100+GST from the local agent. A second hand one (which was a different colour so not the same part) was $50 inc GST.

Since Keysight won't sell from their US web shop the local reseller is the only option.

[wraper]

A new power switch for my 6627A was quoted at $100+GST from the local agent. A second hand one (which was a different colour so not the same part) was $50 inc GST.

Since Keysight won't sell from their US web shop the local reseller is the only option.

That power switch looks like pretty generic part. Why don't just get compatible replacement switch? As of my experience,  I got U1272A back cover with battery contacts and buzzer included for EUR 26.

[hendorog]

A new power switch for my 6627A was quoted at $100+GST from the local agent. A second hand one (which was a different colour so not the same part) was $50 inc GST.

Since Keysight won't sell from their US web shop the local reseller is the only option.

That power switch looks like pretty generic part. Why don't just get compatible replacement switch? As of my experience,  I got U1272A back cover with battery contacts and buzzer included for EUR 26.

Yep that was what I was going to do next once I saw the price. However the problem I wanted the switch for - large power off spikes - disappeared when I reassembled the thing again!

[LabSpokane]

A while ago I ordered a replacement rubber button strip for my MSO6034A - I think it was about 8 quid, and they didn't even charge shipping.

r

I wonder if parts availability is regulated by market, because that would be difficult in the US based on my experience.

[LabSpokane]

Whoa!  Hey Keysight, I need to take back the mean things I said about your parts policy.  I was complaining about something that is no longer true. I just went into the part finder again, and lo and behold, I can order a lot more that I could before. 

That is a HUGE improvement!!  Thank you!!!

 

==================
Edit:  Strangely enough, I can order a replacement display for a 34461A, but the *keypad* is a factory service item?  Really?  Not that I need one right now, but it's really odd that I'm allowed to buy the active component, but I'm not allowed to buy a piece of silicone with some carbon pucks... 

But if I want to replace the switch matrix on a spectrum analyzer, that's no problem at all.  $60 and I'm on my way.  Strange...

[Melt-O-Tronic]

I'm a bit hesitant to share my experience with trying to buy a fuse online, but since you asked . . .

This was my reply about a year ago after Keysight's Territory Manager asked why I had previously stated that I will not be buying any Keysight gear in the foreseeable future.  It's a bit of a rant and I should have toned it down, but for what it's worth (real names removed):

Thanks <Territory Manager> for taking an interest in the situation.  I'll put some effort into my reply because hoping that it will help you understand the negative image that Keysight is fostering (or at least did so in this case).  My work is heavily influenced by customer impressions too, so I would hope that others would do the same for me.

It started with an aggravating and nonsensical journey through the registration process to attempt an order for a replacement fuse.  Contrary to EVERY other online experience I've had, I was put into a multi-day hold queue for approval which resulted in an anonymous email about my registration email address (this one that I'm using now) being unacceptable.

Then I called to find out what I needed to do to get my order through and talked to a very nice person who was apologetic but unable to help.  I forget his name, but I have it in my notes somewhere.  I'll find it if you like, but you can probably access his notes from the call as well.

That was the end for me.  I had no interest in pursuing the matter, but it wasn't the end for Keysight.

I then received an unsolicited anonymous email informing me that I couldn't order from Keysight because I hadn't previously ordered from Keysight.  How utterly ridiculous is that?  I responded and was (apparently inadvertently) copied on an internal email from <Employee A> to <Employee B> that the Customer Master Data group would take no action.

Three weeks later, again with no prompting from me, <Employee B> emailed to let me know that now my physical address is unacceptable because it's a residential address.  He went on to claim that refusing a residential address somehow could "help protect user privacy and insure <sic> that order information for your company remains confidential."  My office and lab are in my home and have been for 5 years.  It seems arbitrary and counterproductive to reject customers who work from home.  I can't fathom how my confidentiality has been enhanced.  My confidence certainly has not.

That's 3 different excuses and a phone call to an ineffective employee for one attempted order.  Even at overseas rates, the money Keysight has spent to earn my dissatisfaction far exceeds the value of my order.

The entire process has dragged on for about 5 weeks even though I lost interest within days.  All of this to get a simple replacement fuse for an Agilent 66309D Mobile Communication Source.  The hurdles and steps are ridiculous.  The process is anti-customer and the image is that Keysight's critical customer-facing business processes have been abdicated to the lowest overseas bidder.  Given the facts, it's justifiable to doubt the honesty and integrity of a couple of your people.

For what it's worth, Rigol accepts my money and they're a genuine pleasure to work with.  Phone calls and emails are prompt, friendly and productive.  And to date, everyone I've worked with is personable, helpful and skilled at communication..

I hope this information is useful to you and I apologize for venting a bit, but my intention is to assist.

He didn't reply.  I don't blame him.  I was a jerk about it, but I still won't buy Keysight.  Your mileage can (and probably will) vary.

[LabSpokane]

I'm rejected as well.  What a lousy, obnoxious policy. 

Thank you for registering with the Parts Online Store system.

Access to the Parts Online Store system requires that the email address used for registration be your company email address. We request this to help protect user privacy and insure that order information for your company remains confidential. It does not appear that your email address in your registration matches your company name therefore we are unable to finalize your registration.

User login: XXXXXX
Company: XXXXXX

Please register again using an email address from your company. Or, respond to this email with information that the email address you registered with is actually your company email address at which time we will re-evaluate your registration.  Alternatively, you can submit Feedback  if you would like more detail or believe there has been a mistake.

Sincerely,

Keysight Technologies

[tautech]

I'm rejected as well.  What a lousy, obnoxious policy. 

Thank you for registering with the Parts Online Store system.

Access to the Parts Online Store system requires that the email address used for registration be your company email address. We request this to help protect user privacy and insure that order information for your company remains confidential. It does not appear that your email address in your registration matches your company name therefore we are unable to finalize your registration.

User login: XXXXXX
Company: XXXXXX

Please register again using an email address from your company. Or, respond to this email with information that the email address you registered with is actually your company email address at which time we will re-evaluate your registration.  Alternatively, you can submit Feedback  if you would like more detail or believe there has been a mistake.

Sincerely,

Keysight Technologies

WTF, that's crazy.

Daniel fix this FFS ^^^^^

[hendorog]

Haha, that was much the same as my experience:

"Thank you for registering with the Parts Online Store system.

Access to the Parts Online Store system requires that the email address used for registration be your company email address. We request this to help protect user privacy and insure that order information for your company remains confidential. It does not appear that your email address in your registration matches your company name therefore we are unable to finalize your registration."

"Please register again using an email address from your company. Or, respond to this email with information that the email address you registered with is actually your company email address at which time we will re-evaluate your registration.  "

I followed their instructions and replied. After much to and fro, eventually they came clean with:

"We have checked your registration request and found that Bill To/Ship To address you have provided are of New Zealand region. Currently, Keysight Parts Online Store is available for United States customers only. However, you may contact Keysight sales partner in New Zealand for more information regarding your product. Please refer the below contact details."

Which then lead to the $100 quote for a switch....

I think some of these guys have shifted into customer service from the old HP legal department...

[bitseeker]

Interesting. I think I've figured out what they're trying to say in the statement, "We request this to help protect user privacy and insure that order information for your company remains confidential."

Not storing your personal email address in their database might help protect user privacy simply because they won't have that personal information. But, how does that correlate with maintaining the confidentiality of your company's order information? They're probably referring to invoices, order confirmations and the like being emailed and ending up in your personal inbox instead of the company's email system. So, they're trying to save you from getting in trouble with your company, in case you forgot what the confidentiality policies are.

The intent might be good. Nevertheless, the requirement comes across as individuals are not welcome. Only businesses are welcome and only those that have a domain that closely matches the company name. Many small businesses will also be rejected because I've seen them often use company_name@popular_mail_service.com, since they don't know how to register a domain, set up MX records, etc. I wonder how many people will actually jump through the extra hoop to explain why their email address doesn't live up to Keysight's requirement.

[Melt-O-Tronic]

The email address rejection is a red herring.  Pure bullshit.  A lie.  It has no relationship to user privacy.

Out of all my rant above, the one key phrase that I think is most important is, "the money Keysight has spent to earn my dissatisfaction far exceeds the value of my order."  It'll be interesting to see if they continue to spend as much effort driving you away as they did me.

The loss of my pennies won't make a bit of difference to them.  I get that.  It's just weird that they continued to put time & energy into beating a dead horse after I had moved on.

[bitseeker]

A while ago I ordered a replacement rubber button strip for my MSO6034A - I think it was about 8 quid, and they didn't even charge shipping.

Mike, that is particularly interesting because it's outside the US as well as being a small amount (free shipping, too).

Did you order from the keysight.com site or a UK-specific one?

[TheSteve]

Keysight seems to have different rules for each country/region. In Canada I had no problems ordering parts as an individual. I did call a Canadian toll free # but ended up talking to the US support team.  There is technically no minimum order but shipping is $20+ dollars unless you spend more then $50.00, at which point shipping is free. My last order(2 weeks ago) was shipped via DHL from California.

[Jwalling]

Keysight seems to have different rules for each country/region. In Canada I had no problems ordering parts as an individual. I did call a Canadian toll free # but ended up talking to the US support team.  There is technically no minimum order but shipping is $20+ dollars unless you spend more then $50.00, at which point shipping is free. My last order(2 weeks ago) was shipped via DHL from California.

I'm in the US, and have never had a problem getting parts through the find a part web page, and they ship to my private residence overnight for free.

Jay

[madires]

Maybe it's a new policy regarding the email address issue and customers registered before that change don't have any problems. Poor Daniel. He has to deal with a shitload of complaints about things Keysight goofed up. 3 or 4 current threads. Let's hope Keysight's management starts to understand the issues and fix things.

[xrunner]

I'm rejected as well.  What a lousy, obnoxious policy. 

Thank you for registering with the Parts Online Store system.

Access to the Parts Online Store system requires that the email address used for registration be your company email address. We request this to help protect user privacy and insure that order information for your company remains confidential. It does not appear that your email address in your registration matches your company name therefore we are unable to finalize your registration....

That's insane, ignorant, and just plain stupid Keysight!

Give me a f*cking break!