Products > Test Equipment
A broken 34470A and Keysight's terrible customer service
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NEDM64:

--- Quote from: 6thimage on August 23, 2021, 06:14:09 pm ---My 34470A (7.5 digit multimeter) died 2 weeks ago - it was happy logging away one moment, beeped and then the screen went white with some random black vertical lines on it. It now will not boot and can't make it into the bootloader - from a while back, there is a serial connector on the back of the front panel where you can normally see boot messages (from both u-boot and the multimeter's firmware), but nothing comes out of it.

Whilst I'm annoyed at any piece of equipment failing (who isn't), what is by far the most irritating is Keysight's response to all of this, which I think is best summed up by their last email to me:

--- Quote ---Keysight products are designed, manufactured, and tested for professional and industrial use. They are not designed or tested for personal, domestic, or household use. While we thank you for your interest in our products and/or services, we are unable to provide you with technical support without a VAT ID or equivalent proof of business license.

--- End quote ---

I'm based in the UK, where there is no such thing as a business license and VAT registration is only required for turnovers greater than £85,000 - so Keysight are effectively discriminating against small businesses just in case someone wants to buy a 7.5 digit multimeter for domestic use.

So whilst I'm trying to find any possible way to convince them into even considering repairing it, I thought it might be worth bringing to people's attention so anyone who's self-employed / a contractor / runs a small business knows to avoid Keysight.

--- End quote ---

Normal, I'm in Portugal, and I bought a DSO-X2002A for myself and it's not working and they just don't care and waste my time.

I will never buy something from that brand that changes the name every 6 months. Hopefully they will got out of business.
YetAnotherTechie:
Please help the thread:

Who did you buy from?
Who is not caring?
Have you contacted eNGN Technologies? (the national autorized distributor)
NEDM64:

--- Quote from: YetAnotherTechie on August 27, 2021, 06:32:57 pm ---Please help the thread:

Who did you buy from?
Who is not caring?
Have you contacted eNGN Technologies? (the national autorized distributor)

--- End quote ---

Didn't even knew that was the national distributor, contacted Keysight two times, and first they gave me the middle finger and told me to buy Keysight Care, then keysightcare.emeai@keysight.com. They asked me the model, serial and company and it's has been 10 days without an answer.

But I'm going to contact that company.
YetAnotherTechie:
Before you do, check the forum again, there have been people that got the nand corruption fixed after warranty, you need to find the thread, i believe there was mention of an internal bulletin, and help from DanielBogdanoff.
When you talk to eNGN, try to figure out their position on costumers that are not bussinesses, for sales and calibration too.
Psi:

--- Quote from: nctnico on August 26, 2021, 05:13:07 pm ---
--- Quote from: Psi on August 26, 2021, 12:42:33 pm ---It's always a good idea to make yourself seem like a company when communicating with companies that usually talk to other companies.

--- End quote ---
Translate that to: telling lies  :box: This is exactly the kind of behaviour that makes companies check whether they are actually dealing with a company so they don't get lured into contract terms they didn't agree on.

--- End quote ---

I never said to tell lies. All I said was to make communications seem normal for a company.
e.g. don't start with... "Hi, I'm a hobbyist who uses model XYZ oscilloscope and I have a question about..."
Instead, speak professionally and keep the tone of the email at a corporate level.
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