Author Topic: What's the skinny on purchasing parts from Keysight?  (Read 7831 times)

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Offline bitseeker

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What's the skinny on purchasing parts from Keysight?
« on: May 24, 2016, 02:36:07 am »
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.?
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Offline bitseeker

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Re: What's the skinny on purchasing parts from Keysight?
« Reply #1 on: May 24, 2016, 02:38:43 am »
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?
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Offline xrunner

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Re: What's the skinny on purchasing parts from Keysight?
« Reply #2 on: May 24, 2016, 02:42:33 am »
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"?
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Offline bitseeker

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Re: What's the skinny on purchasing parts from Keysight?
« Reply #3 on: May 24, 2016, 02:48:55 am »
Thanks for chiming in, xrunner. That's a good one too.
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Re: What's the skinny on purchasing parts from Keysight?
« Reply #4 on: May 24, 2016, 03:03:40 am »
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.
 

Offline xrunner

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Re: What's the skinny on purchasing parts from Keysight?
« Reply #5 on: May 24, 2016, 03:17:14 am »
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!
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Offline LabSpokane

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Re: What's the skinny on purchasing parts from Keysight?
« Reply #6 on: May 24, 2016, 03:37:32 am »
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. 
 

Offline bitseeker

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Re: What's the skinny on purchasing parts from Keysight?
« Reply #7 on: May 24, 2016, 05:22:00 am »
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.
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Offline mikeselectricstuff

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Re: What's the skinny on purchasing parts from Keysight?
« Reply #8 on: May 24, 2016, 05:53:26 am »
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.
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Offline hendorog

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Re: What's the skinny on purchasing parts from Keysight?
« Reply #9 on: May 24, 2016, 08:26:28 am »
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.
 

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Re: What's the skinny on purchasing parts from Keysight?
« Reply #10 on: May 24, 2016, 08:32:31 am »
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.
 

Offline hendorog

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Re: What's the skinny on purchasing parts from Keysight?
« Reply #11 on: May 24, 2016, 08:40:08 am »
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!
 

Offline LabSpokane

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Re: What's the skinny on purchasing parts from Keysight?
« Reply #12 on: May 24, 2016, 09:09:56 am »
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.
 

Offline LabSpokane

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Re: What's the skinny on purchasing parts from Keysight?
« Reply #13 on: May 25, 2016, 03:59:38 am »
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!!!

 :clap:

==================
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...
« Last Edit: May 25, 2016, 04:17:21 am by LabSpokane »
 

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Re: What's the skinny on purchasing parts from Keysight?
« Reply #14 on: May 25, 2016, 04:33:50 am »
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):

Quote
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.
 

Offline LabSpokane

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Re: What's the skinny on purchasing parts from Keysight?
« Reply #15 on: May 25, 2016, 04:38:52 am »
I'm rejected as well.  What a lousy, obnoxious policy. 

Quote
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
« Last Edit: May 25, 2016, 04:43:04 am by LabSpokane »
 

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Re: What's the skinny on purchasing parts from Keysight?
« Reply #16 on: May 25, 2016, 04:45:35 am »
I'm rejected as well.  What a lousy, obnoxious policy. 

Quote
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 ^^^^^
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Offline hendorog

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Re: What's the skinny on purchasing parts from Keysight?
« Reply #17 on: May 25, 2016, 04:46:49 am »
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...


« Last Edit: May 25, 2016, 04:48:59 am by hendorog »
 

Offline bitseeker

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Re: What's the skinny on purchasing parts from Keysight?
« Reply #18 on: May 25, 2016, 05:29:33 am »
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.
« Last Edit: May 25, 2016, 05:32:01 am by bitseeker »
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Re: What's the skinny on purchasing parts from Keysight?
« Reply #19 on: May 25, 2016, 05:42:02 am »
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.
 

Offline bitseeker

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Re: What's the skinny on purchasing parts from Keysight?
« Reply #20 on: May 25, 2016, 06:19:47 am »
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?
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Re: What's the skinny on purchasing parts from Keysight?
« Reply #21 on: May 25, 2016, 07:06:55 am »
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.
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Offline Jwalling

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Re: What's the skinny on purchasing parts from Keysight?
« Reply #22 on: May 25, 2016, 09:41:13 am »
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.

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Online madires

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Re: What's the skinny on purchasing parts from Keysight?
« Reply #23 on: May 25, 2016, 11:14:25 am »
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.
 

Offline xrunner

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Re: What's the skinny on purchasing parts from Keysight?
« Reply #24 on: May 25, 2016, 11:54:27 am »
I'm rejected as well.  What a lousy, obnoxious policy. 

Quote
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!
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Offline LabSpokane

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Re: What's the skinny on purchasing parts from Keysight?
« Reply #25 on: May 25, 2016, 02:21:40 pm »
I'm rejected as well.  What a lousy, obnoxious policy. 

Quote
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!

I'm a little peeved about this. There should be giant warning labels informing unsuspecting purchasers that Keysight refuses to support non-commercial users with parts. Or, that Keysight products are for commercial use only. I've seen nothing of the sort.
 

Offline LabSpokane

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Re: What's the skinny on purchasing parts from Keysight?
« Reply #26 on: May 25, 2016, 03:39:32 pm »
I am now approved to buy parts, but only because I have my own domain.

Quote
Welcome to the Keysight Parts Online Store service. We appreciate your interest in our company and products. With the Parts Online Store you can purchase with a Purchase Order or a Credit Card, 7x24. If you order before 2pm Pacific Time you get free shipping. All online purchases from the Parts Online Store are subject to the Keysight Terms of Sale. You may view these terms at:  Keysight Terms of Sale

Your user name is:
Company:

If you have not already done so, we strongly recommend that you also register for the Keysight Advanced Order Status service.  In addition to finding the status of single orders, you can use this service to retain your previous searches and view more detailed information on your orders.  We hope you will find this information helpful in managing your orders with Keysight Technologies.

If you have problems accessing this information or if any of the information listed above is incorrect please submit Feedback

To access these services you must first login using your user name and the password you used when you registered for the Keysight site.   If you have forgotten your password, please click here and the system will automatically generate a temporary password and send you new login instructions via email.

Thank you, and we hope you enjoy your online experience!

Sincerely,

Keysight Technologies
 

Offline ap

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Re: What's the skinny on purchasing parts from Keysight?
« Reply #27 on: May 25, 2016, 04:33:20 pm »
I have not heard that (KS shipping to companies only, but not end-users) from Keysight. With company purchases here never seen any issues.
But I have heard this axpilicitely about R&S here in Germany (head office not dealing with end users), although at the same time, I know of items from end users that they repaired. Sonds like not same rules for everyone and from every RS division. Seems the same with KS. Maybe the guys are too big to act consistently.
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Re: What's the skinny on purchasing parts from Keysight?
« Reply #28 on: May 25, 2016, 04:54:47 pm »
I think it is a reasonable ask to have a business email address.
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Offline xrunner

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Re: What's the skinny on purchasing parts from Keysight?
« Reply #29 on: May 25, 2016, 04:57:29 pm »
I think it is a reasonable ask to have a business email address.

WHY! Why should they give a damn? My money is as good as a business. If I pay for a part, WTF do they care if it's a business or a private citizen? They made money and sold me something I needed.

 :wtf:  :-//  :--
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Offline Cubdriver

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Re: What's the skinny on purchasing parts from Keysight?
« Reply #30 on: May 25, 2016, 05:06:01 pm »
I think it is a reasonable ask to have a business email address.

I'm genuinely curious as to why you think that.  Why should an individual who is, for instance, an advanced electronics tinkerer who does this as a hobby be unable to purchase replacement parts?

-Pat
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Online madires

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Re: What's the skinny on purchasing parts from Keysight?
« Reply #31 on: May 25, 2016, 05:15:45 pm »
In some countries there are customer protection laws to protect consumers, not company customers. So some distributors focus on company customers to avoid the nuisance with consumers, like extra costs.
 

Offline LabSpokane

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Re: What's the skinny on purchasing parts from Keysight?
« Reply #32 on: May 25, 2016, 05:17:31 pm »
I think it is a reasonable ask to have a business email address.

I judge people on not having their own domain, but only because in my line of work I expect someone who plans to build a $300M power plant to have a business with a domain.

As far as purchasing equipment and parts goes, such a policy is totally senseless.

The only reason I could think of is the FCC ISM Group 1, Class A rating for devices used in an industrial environment.
« Last Edit: May 25, 2016, 05:26:31 pm by LabSpokane »
 

Offline xrunner

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Re: What's the skinny on purchasing parts from Keysight?
« Reply #33 on: May 25, 2016, 05:27:52 pm »
So some distributors focus on company customers to avoid the nuisance with consumers, like extra costs.

Yea those troublesome consumers - you know, the consumers who are a Royal pian-in-the-ass that buy your equipment and aren't with a company. What a nuisance, to have the regular public as consumers of your product. Hope the damn thing doesn't break and they might have the unmitigated gall to ask to buy a spare part or two. F*ck 'em.

Hmmmm... but wait a second - I guess they weren't such a nuisance that they wouldn't sell the public the piece of gear in the first place. Guess that money's OK. Yea, cool policy.
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Online Bud

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Re: What's the skinny on purchasing parts from Keysight?
« Reply #34 on: May 25, 2016, 05:32:54 pm »
Having a domain registered provides a level of assurance you are who you say you are. If there is a vendor who wants to know who they deal with, whatever the reason might be, the corporate policy, protecting the brand, etc. i was asked before for a company's email, the case being discussed here is not anything new to me. Same happened when i was getting a digital certificate from a Certification Authority, they required my company' s domain email address for the purpose of validating my identity. I had parts suppliers requiring this, cant remember though who it was.

Money is not universally everything.
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Offline bitseeker

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Re: What's the skinny on purchasing parts from Keysight?
« Reply #35 on: May 25, 2016, 06:05:57 pm »
Thanks, everyone, for submitting your experiences. It's good to collect them in one place to try to get some clarity on how things work in practice, even if it varies by country.

For the US, I'm hearing that as long as I have a company email address (no problem), then I don't have to worry about any other requirements such as minimum quantities or order size.

What about support of HP/Agilent Service Notes that indicate coverage as "Lifetime of product", "Agilent responsible: Always", or similar? Has anyone had these honored by Keysight? Many of these service notes are for customer-serviceable issues, but does Keysight still ship out the parts (if available), so we can perform the repairs?
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Offline Marco

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Re: What's the skinny on purchasing parts from Keysight?
« Reply #36 on: May 25, 2016, 06:10:06 pm »
I think it is a reasonable ask to have a business email address.

I suspect people retaliate "unreasonably" with commercial purchases if they have been screwed by them as a private owner of their equipment, we're fickle beasts. Even if the spare parts business is a loss for them this is going to lose them more money than just eating the cost.

If it loses them money it's highly unreasonable, because that's the reason they exist.
 

Offline xrunner

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Re: What's the skinny on purchasing parts from Keysight?
« Reply #37 on: May 25, 2016, 07:28:15 pm »
Having a domain registered provides a level of assurance you are who you say you are.

It sure is funny - I can buy things from Target, Wal Mart, Digikey, Mouser, any of thousands of companies all the time without a registered domain. I wonder how they get a "level of assurance" I am who I say I am. That's just a silly reason Bud.

Company A has thing I need. I pay them for it. They ship it to me. It all happens every day without people having registered domain names.

Quote
Money is not universally everything.

Then why not provide individuals the same level of respect as a company? After all, you said money is not universally everything ...
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Offline janoc

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Re: What's the skinny on purchasing parts from Keysight?
« Reply #38 on: May 25, 2016, 07:38:16 pm »
This issue with the generic/free webmail addresses being rejected is not just Keysight. If you try to register with and order from outfits like TI or Microchip or many others, no dice. If your address doesn't end in .com or is something like Gmail, Yahoo, Hotmail and similar, they won't deal with you.

It is totally retarded.

Then the part with companies not selling to individuals but only business - in Europe this often has to do with VAT which they have to collect if selling to individuals. It is simpler when dealing with businesses that pay VAT themselves. And sometimes it is a purely business decision not wanting to deal with punters ordering a $1 fuse ...

« Last Edit: May 25, 2016, 07:41:20 pm by janoc »
 

Offline Docholiday

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Re: What's the skinny on purchasing parts from Keysight?
« Reply #39 on: May 26, 2016, 03:39:50 pm »
They are just trying to protect themselves from fraud. It's not a perfect solution, but at least its something. Here in the USA if it was a fraudulent purchase then Keysight would then have to payback the real credit card holder. That would cost them a lot of money in the end we the real buyers would absorb these Keysight costs through higher prices.

Do I like it? No. So, what choice is there? I just make my purchases via phone which I like better anyway. That way if the part I seek is not available for purchase maybe then the assembly that it belongs to - is availble for purchase.

Most online ordering systems are unable to tell you this other then the part is not available, obsolete, or been replaced by some other part number that would not even fit your board let alone work because the board you have is a wrong revision board.

Do like the ability to look up my part online and then verify and order the part with a live person.

 

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Re: What's the skinny on purchasing parts from Keysight?
« Reply #40 on: May 26, 2016, 04:03:21 pm »
To those people who thinks everyone is obligated to sell stuff to them as long as they are willing to pay: it is totally to my discretion as a seller if i will sell my product to you or not. Over the years i fired a few customers because of their disrespectful behaviour, or who tried to press me for unreasonable discount, or who did not honored terms and conditions. Some abused Paypal buyer protection. There were not many, but for the purpose of this discussion - no i am not obligated to make a sell and i do not care about your money, i will either not accept the payment or fully refund.
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Offline LabSpokane

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Re: What's the skinny on purchasing parts from Keysight?
« Reply #41 on: May 26, 2016, 05:15:46 pm »
A little consistency in the sales policy is all that's needed. If parts won't be sold to individuals, then have the same policy for the sale of the equipment.

There are regulatory reasons as to why certain equipment is not sold to non-commercial entities. That's ok. The double standard is not.
 

Offline xrunner

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Re: What's the skinny on purchasing parts from Keysight?
« Reply #42 on: May 26, 2016, 05:26:04 pm »
To those people who thinks everyone is obligated to sell stuff to them as long as they are willing to pay: it is totally to my discretion as a seller if i will sell my product to you or not.

You got the corporate speak down really good. You act like we want to buy fissionable materials or dangerous chemicals that could harm people if not used properly. Give me a break - we're talking about keypads and displays and the like for test equipment. Good grief!
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Re: What's the skinny on purchasing parts from Keysight?
« Reply #43 on: May 26, 2016, 05:30:30 pm »
Used my regular gmail address for my Keysight parts purchase. I do own several domains but I doubt they noticed.
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Offline Docholiday

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Re: What's the skinny on purchasing parts from Keysight?
« Reply #44 on: May 26, 2016, 06:20:02 pm »
Used my regular gmail address for my Keysight parts purchase. I do own several domains but I doubt they noticed.

I tried to order online but got that message it was not a business email domain. However, they will accept it non business email over landline. Is that what you did too?
 

Offline xrunner

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Re: What's the skinny on purchasing parts from Keysight?
« Reply #45 on: May 26, 2016, 07:01:22 pm »
Over the years i fired a few customers because of their disrespectful behaviour, or who tried to press me for unreasonable discount, or who did not honored terms and conditions.

Me: "Hello Z-Mart? Yes this is me, I want to order a new coffee maker!"

Z-Mart: "I'm sorry sir - but you have been fired"

Me: "Huh? I don't work there, I'm a customer!"

Z-Mart: "Yes sir, but you have been fired - we regularly fire customers"

Me: "How can you fire a customer? I don't understand, did I not pay for something?"

Z-Mart: "You have returned 3 items in the last month. We fire any customers that return 3 or more items in a month"

Me: "But your policy states that you will happily accept any returns!"

Z-Mart: "Well, this is an unwritten policy. Besides, we were told that you posted a bad review of Z-Mart on the internet"

Me: "WTF?"

Z-Mart: "Your money is not welcome here. This conversation can serve no purpose any longer. Goodbye"

Me: "I've been fired!"
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Offline Docholiday

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Re: What's the skinny on purchasing parts from Keysight?
« Reply #46 on: May 26, 2016, 07:20:29 pm »
Hmm... I see lucrative niche market here. A lot of $$$$ potential!
 

Offline bitseeker

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Re: What's the skinny on purchasing parts from Keysight?
« Reply #47 on: May 26, 2016, 07:35:46 pm »
Z-Mart: "You have returned 3 items in the last month. We fire any customers that return 3 or more items in a month"

Me: "But your policy states that you will happily accept any returns!"

Z-Mart: "Well, this is an unwritten policy."

Not so far-fetched: http://wtkr.com/2016/03/21/amazon-bans-customer-for-returning-too-many-items/
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Offline xrunner

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Re: What's the skinny on purchasing parts from Keysight?
« Reply #48 on: May 26, 2016, 07:39:17 pm »
Not so far-fetched: http://wtkr.com/2016/03/21/amazon-bans-customer-for-returning-too-many-items/

Ah, but what is the policy exactly? From the article we find this -

Quote
So what constitutes extreme? Amazon UK allows customers to return items within 30 days but refuses to say how many returns are too many.

Amazingly, not far from the fictitious example I conjured up - unwritten policies ...
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Offline Docholiday

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Re: What's the skinny on purchasing parts from Keysight?
« Reply #49 on: May 26, 2016, 07:58:04 pm »
This is all over the place. Different policy for what ever country you are from. I have no problem in ordering parts from Keysight but must order over landline. I am in USA, question is for others in USA are you able to order your parts?

Perhaps a new policy for new customers?
 

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Re: What's the skinny on purchasing parts from Keysight?
« Reply #50 on: May 26, 2016, 08:42:32 pm »
Then why, when I had a Keysight guy on the phone, did he tell me that there was nothing he could do to accept my order?
 

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Re: What's the skinny on purchasing parts from Keysight?
« Reply #51 on: May 26, 2016, 09:07:57 pm »
I just got off the phone with Keysight order desk and was told they are aware of the email error issue and hope to have it resolved soon. This applies to USA only. Because of the crazy euro laws you will need to contact your local rep.

You can still search for parts online but it is prefered that you call it in at 800 829 4444 for order placement. If you have been previously been ordering parts online you should still be able to do so.

Purchase of parts are open to all.

I do not know how long this has been going on but I am still leary of it. Why is there no mention of it on their website? To add more question to this not all sales reps are aware of the email error - was told majority of orders are landline/fax.
 

Offline Docholiday

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Re: What's the skinny on purchasing parts from Keysight?
« Reply #52 on: May 26, 2016, 09:11:35 pm »
I did have him check my keysight account and was told I can place an order and that was with my apple email address of xxxxx@me.com
 

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Re: What's the skinny on purchasing parts from Keysight?
« Reply #53 on: May 26, 2016, 09:28:16 pm »
Purchase of parts are open to all.

This was most certainly not the case a year ago.  From my one attempt to buy, I was given 3 lame excuses over the course of 3 weeks even though I had dropped the issue after the first lame excuse:
  • I can't order because I was not using a "business email" domain (I do own several domains; I just used my Gmail account when I registered).
  • Then I wasn't allowed to order because I've never ordered directly from them before.   :o
  • Then my shipping address was unusable because it was residential (I worked from home at the time).
I was also inadvertently privy to one of their internal emails stating that they were not going to do anything about it.

I will not do business with Keysight until it's clear that they've had a heartfelt change of attitude.

Quote
Quote from: Bud on Today at 02:03:21 AM
To those people who thinks everyone is obligated to sell stuff to them as long as they are willing to pay: it is totally to my discretion as a seller if i will sell my product to you or not.
And it is totally my discretion as a consumer to take my business elsewhere.  That's a two-way street.  Keysight can pound sand.
 

Offline rch

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Re: What's the skinny on purchasing parts from Keysight?
« Reply #54 on: May 26, 2016, 09:44:15 pm »
I just got off the phone with Keysight order desk and was told they are aware of the email error issue and hope to have it resolved soon. This applies to USA only. Because of the crazy euro laws you will need to contact your local rep.

There are no "crazy euro laws".  They can ship with an honestly completed customs label just like to anywhere else.  Software downloads can be a little more complicated, but if it is too much for such a small company they can always get Paypal to do the accounting for them.

It is their choice how they do or don't make their parts available in the EU.   (HP has an EU website and stocks or ships from the US transparently to the customer.  Just an example.)

 

Offline Marco

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Re: What's the skinny on purchasing parts from Keysight?
« Reply #55 on: May 26, 2016, 10:10:00 pm »
There are no "crazy euro laws".

Our warranty laws are different, wouldn't call them crazy ... but perhaps different enough to change the way you chose to do business depending on location.
 

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Re: What's the skinny on purchasing parts from Keysight?
« Reply #56 on: May 26, 2016, 10:14:54 pm »
There are no "crazy euro laws".

Our warranty laws are different, wouldn't call them crazy ... but perhaps different enough to change the way you chose to do business depending on location.

No offence was intended on my part at all. My apology if it was construed as such.

 I placed an order for a transformer with no problems at all. Why some are affected and others are not is what eludes me on this issue.

 

Offline xrunner

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Re: What's the skinny on purchasing parts from Keysight?
« Reply #57 on: May 26, 2016, 10:15:22 pm »
  • Then I wasn't allowed to order because I've never ordered directly from them before.   :o

Me: "Hi Keysight, I'd like to place an order."

Keysight: "Have you ever placed a direct order before?"

Me: "No Ma'am"

Keysight: "I'm sorry, but if you've never placed a direct order from us before, you can't place an order!"

Me: "But how do I place an order then?"

Keysight: "You would need to place a direct order, then after that you can order without that restriction"

Me: "OK, then I'd like to place a direct order."

Keysight: "Well you can't because you've never done it before."

Me: " :wtf:"
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Offline bitseeker

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Re: What's the skinny on purchasing parts from Keysight?
« Reply #58 on: May 26, 2016, 10:28:03 pm »
xrunner, you should do comic strips!
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Re: What's the skinny on purchasing parts from Keysight?
« Reply #59 on: May 26, 2016, 11:16:06 pm »
xrunner, you should do comic strips!
It's not at all funny if it's true.  :palm:

Dave would say: FAIL

More for Daniel to do......  :scared:
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Offline Someone

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Re: What's the skinny on purchasing parts from Keysight?
« Reply #60 on: May 26, 2016, 11:18:03 pm »
Not so far-fetched: http://wtkr.com/2016/03/21/amazon-bans-customer-for-returning-too-many-items/
Ah, but what is the policy exactly? From the article we find this -
Quote
So what constitutes extreme? Amazon UK allows customers to return items within 30 days but refuses to say how many returns are too many.
Amazingly, not far from the fictitious example I conjured up - unwritten policies ...
Paypal has similar limits to their "generosity" as they put it, if you have too many interactions with them they will threaten to close your account even if those are legitimate claims as a buyer.
 

Offline bitseeker

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Re: What's the skinny on purchasing parts from Keysight?
« Reply #61 on: May 27, 2016, 01:46:54 am »
xrunner, you should do comic strips!
It's not at all funny if it's true.  :palm:

If it is true, it's so idiotic you can't help but laugh. >:D
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Offline xrunner

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Re: What's the skinny on purchasing parts from Keysight?
« Reply #62 on: May 27, 2016, 02:11:13 am »
xrunner, you should do comic strips!

LOL - the way corporations behave sometimes - it's too easy ...

I'd do a test equipment comic strip if I could only draw.  :-//
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Offline bitseeker

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Re: What's the skinny on purchasing parts from Keysight?
« Reply #63 on: May 27, 2016, 02:51:38 am »
Yeah, you'd be the test equipment version of Scott Adams. Testbert, Scopebert, Voltbert, etc.
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Re: What's the skinny on purchasing parts from Keysight?
« Reply #64 on: May 27, 2016, 01:56:16 pm »
This issue with the generic/free webmail addresses being rejected is not just Keysight. If you try to register with and order from outfits like TI or Microchip or many others, no dice. If your address doesn't end in .com or is something like Gmail, Yahoo, Hotmail and similar, they won't deal with you.
janoc, perhaps this is a country issue? I have ordered a few parts and kits from TI with my gmail address without a problem. Regarding free samples - yes, a few years ago TI changed their policy and refused samples for non-commercial addresses.
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Offline smgvbest

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Re: What's the skinny on purchasing parts from Keysight?
« Reply #65 on: May 27, 2016, 03:20:33 pm »
I've never had problems ordering parts from keysight
The 50 thing far as I know is for free shipping.  If your order is less than 50 you have to pay shipping. 

Otherwise no minimum.  I'm a hobbyist and registered with my gmail account last year.  I left company name blank or put in hobbyist.  Don't remember which off hand.

I've ordered parts for the 34401A, 53131A and 53132A
I had one part I had to provide my hints serial number for.  That was the most hassle I had. 

Just wanted to share there are positive experiences also

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Offline Bushougoma

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Re: What's the skinny on purchasing parts from Keysight?
« Reply #66 on: February 08, 2017, 02:49:23 pm »
Just wanted to chime in figured I'd put it here rather than starting a new thread.

I am also having issues registering for the HP / Agilent / Keysight / whatever else they're going to rename themselves to in another year or two parts store.

I used my company e-mail to register and gave my residential address (I'm self employed) and I received the following e-mail.

Quote
Thanks for your interest shown in ordering through Keysight Online Store.

We have checked your registration request and found that Bill To & Ship To address [my address] provided in your registration request seems to be a residential address.

In order to get access to the Parts Online Store, system requires that the Bill To & Ship To address used for registration should be a valid company address. We request this to help protect user privacy and insure that order information for your company remains confidential.

Therefore, we would like to request you to please provide valid company (Bill To & Ship To) address, so that we can approve your registration request for Parts Online Store.

This is beyond ridiculous. If they're not willing to sell to individuals and only commercial entities with a domain and commercial address (which is what I feel is really going on here all the "privacy and confidentiality" bull aside) then they should simply set up a parts distributor network for individuals.

Hell if I did submit a commercial address they'd probably say that the moon phase wasn't right when I tried to register  |O.
« Last Edit: February 08, 2017, 02:59:51 pm by Bushougoma »
 

Offline bitseeker

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Re: What's the skinny on purchasing parts from Keysight?
« Reply #67 on: February 08, 2017, 05:59:02 pm »
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?

I forgot to follow up on the outcome of this. Keysight did honor the "Always" from Agilent service notes and I was able to get the necessary parts.
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Offline LabSpokane

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Re: What's the skinny on purchasing parts from Keysight?
« Reply #68 on: February 08, 2017, 10:22:29 pm »
Just wanted to chime in figured I'd put it here rather than starting a new thread.

I am also having issues registering for the HP / Agilent / Keysight / whatever else they're going to rename themselves to in another year or two parts store.

I used my company e-mail to register and gave my residential address (I'm self employed) and I received the following e-mail.

Quote
Thanks for your interest shown in ordering through Keysight Online Store.

We have checked your registration request and found that Bill To & Ship To address [my address] provided in your registration request seems to be a residential address.

In order to get access to the Parts Online Store, system requires that the Bill To & Ship To address used for registration should be a valid company address. We request this to help protect user privacy and insure that order information for your company remains confidential.

Therefore, we would like to request you to please provide valid company (Bill To & Ship To) address, so that we can approve your registration request for Parts Online Store.

This is beyond ridiculous. If they're not willing to sell to individuals and only commercial entities with a domain and commercial address (which is what I feel is really going on here all the "privacy and confidentiality" bull aside) then they should simply set up a parts distributor network for individuals.

Hell if I did submit a commercial address they'd probably say that the moon phase wasn't right when I tried to register  |O.

Just contact them and tell them, that is indeed your commercial address. Home offices are legit and common. You can't be the first.
 

Offline Bushougoma

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Re: What's the skinny on purchasing parts from Keysight?
« Reply #69 on: February 09, 2017, 03:29:55 pm »
Just contact them and tell them, that is indeed your commercial address. Home offices are legit and common. You can't be the first.

I did and I'll post back with their response.

Had some outgoing SMTP server issues (perfect timing right :)) that I had to handle before I could reply.
 

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Re: What's the skinny on purchasing parts from Keysight?
« Reply #70 on: February 09, 2017, 03:40:16 pm »
Just contact them and tell them, that is indeed your commercial address. Home offices are legit and common. You can't be the first.
I work from home, have for years and explained that to them.  Didn't matter.  They are dead to me.
 

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Re: What's the skinny on purchasing parts from Keysight?
« Reply #71 on: February 09, 2017, 03:47:45 pm »
A little more tangible info . . . Chris Martin asked me via email, "Can you tell me who you working with at Keysight?  I would like to see if I can resolve this issue.  I would love to be able earn your business."  I replied with a brief run-down of the facts and never heard from him again.

During the initial fiasco, when I had an Agilent guy on the phone trying to order my piddly little fuse, he just lamented that he couldn't do anything about the policy.

Suck it, Keysight.
 

Offline Bushougoma

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Re: What's the skinny on purchasing parts from Keysight?
« Reply #72 on: February 13, 2017, 04:33:38 pm »
Success!!! They took a few days to reply but my account has been activated and I can order parts.

I'll admit it I was wrong and LabSpokane was right :).

So to summarize here's how I got my account:

1. Registered for a regular account (with my company domain e-mail) on the Keysight Website.

2. Went to the find a part store and registered for approval to order parts on the account created above (this is where your account is verified by customer support). Just put a part in your cart and click the register button next to the grayed out checkout button which will take you to the registration page. It will ask you for your name, e-mail, company name, billing, and shipping address.

3. Wait for the e-mail from customer support if your address was residential like mine was they will contact you saying the address is residential. I replied telling them that was my commercial address my home is my office. The next e-mail I received was the approval e-mail shown at the bottom of this post.

Long story short as long as you have your own domain that matches your company name you should be able to get an account to order parts. Just be prepared to wait a few days to get things set up.

No guarantees this will work for everyone and your mileage may vary but I just wanted to post what worked for me.

This is the approval e-mail:

Quote
Welcome to the Keysight Parts Online Store service. We appreciate your interest in our company and products. With the Parts Online Store you can purchase with a Purchase Order or a Credit Card, 7x24. If you order before 2pm Pacific Time you get free shipping. All online purchases from the Parts Online Store are subject to the Keysight Terms of Sale. You may view these terms at:  Keysight Terms of Sale

Your user name is: (My E-mail Address)
Company: (My Company)

If you have not already done so, we strongly recommend that you also register for the Keysight Advanced Order Status service.  In addition to finding the status of single orders, you can use this service to retain your previous searches and view more detailed information on your orders.  We hope you will find this information helpful in managing your orders with Keysight Technologies.

If you have problems accessing this information or if any of the information listed above is incorrect please submit Feedback

To access these services you must first login using your user name and the password you used when you registered for the Keysight site.   If you have forgotten your password, please click here and the system will automatically generate a temporary password and send you new login instructions via email.

Thank you, and we hope you enjoy your online experience!

Sincerely,

Keysight Technologies
« Last Edit: February 13, 2017, 04:43:13 pm by Bushougoma »
 

Offline bitseeker

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Re: What's the skinny on purchasing parts from Keysight?
« Reply #73 on: February 13, 2017, 07:28:42 pm »
Success!!! They took a few days to reply but my account has been activated and I can order parts.

Welcome to the forum, Bushougoma. Congrats on getting your account set up and approved. :-+
I TEA.
 

Offline LabSpokane

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Re: What's the skinny on purchasing parts from Keysight?
« Reply #74 on: February 13, 2017, 11:13:25 pm »
Success!!! They took a few days to reply but my account has been activated and I can order parts.

I'll admit it I was wrong and LabSpokane was right :).

Whoa!  Now, that doesn't happen every day. 

Glad the fine folks at Keysight got things sorted out.  :-+
 


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