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

--- Quote from: Cerebus on August 27, 2021, 02:04:35 pm ---... Never, never, in business (or life in general) piss off someone or demonstrate to them how you'll screw someone over just because you think they don't matter, they may be much more important to your future than you think - most importantly, drum this into your most junior customer facing staff, they have the potential to do immense damage to your reputation by "just following company policy" in a rigid and intransigent manner.

--- End quote ---
So true! More than 50% of my annual profit is generated by two big clients. The initial contact with both customers was just a small order and in both cases the responsible people ordered as private individuals and had the goods sent to their homes (as they did not want to deal with their internal ordering procedure which at many companies is quite complicated and time consuming). 
Some technical enquiries and my (I assume/hope) good support of these (at this time supposed) private individuals then led to a small order from the companies and finally, now for more than 10 years, to very large orders every few months.
If I had pissed off these two private individuals at the beginning, these two companies would not have become my customers. Basically, this applies to many of my customers: recurring quite profitable orders ... after I have previously shown that I care.
Biggest mistake a company can make: show an "i don't care of you" attitude to a customer.
iMo:

--- Quote from: Pinkus on August 28, 2021, 10:09:08 am ---..
Biggest mistake a company can make: show an "i don't care of you" attitude to a customer.

--- End quote ---

In real life you should try to distinguish between an "one man show" company and a company like KS with billions $ revenue and xxx thousands of industrial customers..

The number of people who are able to repair your rig is extremely limited in those large corporations (I worked in 3 such corporations). They have always a hard time to provide such a support to their existing industrial customer base. Their large customers usually buy a large number of goods - that generates enough revenue to cover warranty repairs. Therefore their employees are requested to provide such answers to somebody who does not fit into their actual business model. A repair of a gear is a fully different task than a production of that gear. Real costs of a 34470 repair might easily be higher than costs of production of the 34470 box itself.




tggzzz:

--- Quote from: imo on August 28, 2021, 11:01:39 am ---
--- Quote from: Pinkus on August 28, 2021, 10:09:08 am ---..
Biggest mistake a company can make: show an "i don't care of you" attitude to a customer.

--- End quote ---

In real life you should try to distinguish between an "one man show" company and a company like KS with billions $ revenue and xxx thousands of industrial customers..

The number of people who are able to repair your rig is extremely limited in those large corporations (I worked in 3 such corporations). They have always a hard time to provide such a support to their existing industrial customer base. Their large customers usually buy a large number of goods - that generates enough revenue to cover warranty repairs. Therefore their employees are requested to provide such answers to somebody who does not fit into their actual business model. A repair of a gear is a fully different task than a production of that gear. Real costs of a 34470 repair might easily be higher than costs of production of the 34470 box itself.

--- End quote ---

In HP the normal practice was to go out of their way to help customers even when they didn't have to. I remember two occasions when an old XY plotter failed just before an exhibition. HP loaned one for the duration of the exhibition. That kind of attitude enabled HP to grow over the decades.

That kind of attitude was normal - and I know since I subsequently worked very happily in HP for over a decade. I only left when princess Carly dissolved the "HP Way" and Agilent split off.

And that, mesdames et messieurs, is why so many people feel so bitter about and let down by this new corporate attitude.
bd139:
Yep. Also on this front, HP were more than happy to supply enough service information for large corporations to perform their own in house repairs and calibration. In the company I worked for we had enough people in the T&M department to cover this. If anyone got stuck, HP found you a contact who could help.

This scaled down to one man outfits as well. Sometimes it’s the one man outfits that care enough to provide critical feedback on your products.
2N3055:

--- Quote from: tggzzz on August 28, 2021, 11:44:20 am ---
--- Quote from: imo on August 28, 2021, 11:01:39 am ---
--- Quote from: Pinkus on August 28, 2021, 10:09:08 am ---..
Biggest mistake a company can make: show an "i don't care of you" attitude to a customer.

--- End quote ---

In real life you should try to distinguish between an "one man show" company and a company like KS with billions $ revenue and xxx thousands of industrial customers..

The number of people who are able to repair your rig is extremely limited in those large corporations (I worked in 3 such corporations). They have always a hard time to provide such a support to their existing industrial customer base. Their large customers usually buy a large number of goods - that generates enough revenue to cover warranty repairs. Therefore their employees are requested to provide such answers to somebody who does not fit into their actual business model. A repair of a gear is a fully different task than a production of that gear. Real costs of a 34470 repair might easily be higher than costs of production of the 34470 box itself.

--- End quote ---

In HP the normal practice was to go out of their way to help customers even when they didn't have to. I remember two occasions when an old XY plotter failed just before an exhibition. HP loaned one for the duration of the exhibition. That kind of attitude enabled HP to grow over the decades.

That kind of attitude was normal - and I know since I subsequently worked very happily in HP for over a decade. I only left when princess Carly dissolved the "HP Way" and Agilent split off.

And that, mesdames et messieurs, is why so many people feel so bitter about and let down by this new corporate attitude.

--- End quote ---

To make things more funny, it seems it more likely today to get that kind of attention from Rigol, Siglent, Micsig, Picoscope than from people that built their reputation on that kind of attitude.
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