Products > Test Equipment
A broken 34470A and Keysight's terrible customer service
bd139:
--- Quote from: nctnico on August 24, 2021, 11:31:26 am ---
--- Quote from: bd139 on August 24, 2021, 10:55:14 am ---I’ve been doing this for 20 years. You’re trivialising a lot of work which can be avoided.
--- End quote ---
For sure there is a learning curve but accountants are grossly overselling the complexity of their work when it comes to dealing with small companies which don't have employees / share holders. Administration in itself is easy if you can do basic calculus and nowadays you can find everything you need to know on internet. The only thing is that there are several administrative specific terms which sound more complicated than they actually are. Interestingly the Dutch tax forms don't even use these terms if they can be avoided.
--- Quote ---And also from a warranty perspective it excludes you from consumer legislation which is advantageous most of the time.
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But in turn this excludes you from dealing with companies that only sell to businesses (which is kind of the subject of this thread). I'm buying lots of stuff from companies that don't sell to consumers at all; for me having a company registration is part of being able to do business. Why would a wholesale company expose themselves to all the nitty gritties of consumer law? And it is not like new test equipment typically has a short warranty. 3 years is pretty common which is even better compared to consumer law!
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I do mine in excel too. My accountant was hopeless.
As for consumer law you’re wrong. EU is 2 years. UK has basis for 6 years. I have successfully got replacement items after 5 years.
Really I don’t see why manufacturers shouldn’t be subject to this from a business perspective as well. It’s not good for the future of all of us making stuff that barely crawls past the minimum warranty period the manufacturer can get away with.
tv84:
--- Quote from: bd139 on August 24, 2021, 12:05:09 pm ---As for consumer law you’re wrong. EU is 2 years. UK has basis for 6 years.
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Starting Jan. 1st it will be 3 years here for consumer products. Isn't that for whole EU?
--- Quote from: Zucca on August 24, 2021, 12:02:51 pm ---3) HP --> Agilent --> Keysight -(I have the next for you)-> VATIDisKey
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Next KS keygen will be called "VATIDisKeyGen". ::)
nctnico:
--- Quote from: Zucca on August 24, 2021, 12:02:51 pm ---
--- Quote from: 6thimage on August 23, 2021, 09:39:27 pm ---I really like Keysight gear, their bench multimeters are better than any other manufacturer and their scopes are fantastic, but if this is how they treat you then I'm not going to buy anything else from Keysight.
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1000 times this! I have my spider senses telling me that this could be true and not a single dumb case.
1) Money is money and a customer is a customer. What is this VAT ID bullshiiit? Did you take or not take my money in the past? Did you ask for my VAT ID? :bullshit:
2) The glorious Ebay Keysight store will go down like a Boeing 737 max.
3) HP --> Agilent --> Keysight -(I have the next for you)-> VATIDisKey
VAT ID people are probably stressed and bored at work. Hobbyist have so much passion and can't wait to use their awesome gear again.
Well done KS, all your most passionate customers are jumping off your boat. I am sure the lower KS eng. are with us. I am in the fortunate position to met some of them in the past.
Awesome people.
This is monumentally stupid. Somebody with a good salary, a nice tie and good smell at KS will regret this.
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More likely this is a consequence of tighter consumer protection laws in the EU. We all voted for making Apple, Amazon, Tesla, etc to respect our consumer rights (with right to repair as well) so don't go crying when their is some unexpected failout. As Keysight's business is mainly coming from companies it is logical that they don't want to deal with consumers if that means adhering to laws that are a moving target. Keysight has good service but they provide that on their own terms.
Needing a VAT ID to buy stuff from other countries is mainly due to trying to prevent criminals and terrorists to move money around.
Zucca:
--- Quote from: nctnico on August 24, 2021, 03:24:04 pm ---As Keysight's business is mainly coming from companies it is logical that they don't want to deal with consumers if that means adhering to laws that are a moving target. Keysight has good service but they provide that on their own terms.
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Well here below the KS statement:
--- Quote ---we are unable to provide you with technical support without a VAT ID or equivalent proof of business license
--- End quote ---
It will be nice to know why exactly it is like this. All the rest is speculation.
Regardless what is behind that, it is not good for KS AND us.
DaJMasta:
It's also incongruous with their own marketing and messaging, they are clearly trying to make products that appeal to hobbyists/enthusiasts in addition to their high performance and educational lines and are marketing them accordingly, so it's disingenuous to then turn around and tell those same people they are unwilling to provide support.
There shouldn't be a means check for having to pay top dollar for their service (since it doesn't sound like the OP was sold a service and calibration plan). It's not like their repair or replacement part prices are at cost or some bargain that doesn't include profit for Keysight, and as with many others manufacturers they have plenty of custom parts that can't be purchased in other channels and they no longer publish service manuals, so there really isn't an alternative either.
At best, it's acting in bad faith towards a market they are definitely trying to sell to and profit from.
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