Products > Test Equipment
A broken 34470A and Keysight's terrible customer service
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rsjsouza:
I can see where nctnico is coming from and I can tell that is my experience as well: in Brasil the consumer protection laws are tight (maybe not as tight as in EU) and most representatives and brands didn't use to sell directly to customers (I left ~15 years ago, so I don't know how it is today). Also, they did not want to deal with the hassle of warranties for a single purchase - they were after the higher $$$ amount from the private, education and public sectors. Over the years a few reps/disties opened up for the end consumer, but the burden to deal with them was left entirely on their hands.

Sure, if Keysight sells direct to the end customer, they have to deal with the warranty, returns and support contracted at the time of purchase (or mandated by law). Anything after that period is fair game.

They may well be soft-Brexiting the UK...  :-/O
bd139:
It's more complicated than that.

You can buy Keysight stuff from CPC, Farnell, RS etc who all sell to private individuals and therefore are on the hook. There is no loophole for statutory law here.

Keysight must remove their stock from all those supply channels entirely and deal only with business accounts directly if they want to do this.

And I bet they won't do that because that's still a chunk of their customer base.

So the only option here is: stop being asshats to your customers.
wraper:

--- Quote from: bd139 on August 24, 2021, 07:26:16 pm ---You can buy Keysight stuff from CPC, Farnell, RS etc who all sell to private individuals and therefore are on the hook. There is no loophole for statutory law here.
Keysight must remove their stock from all those supply channels entirely and deal only with business accounts directly if they want to do this.
So the only option here is: stop being asshats to your customers.

--- End quote ---
I don't think that's the case. In EU (UK should be the same) seller is responsible for the warranty. If manufacturer provides warranty service, it's for convenience, not because of obligation. So CPC, Farnell, RS are on the hook, not Keysight.
mikeselectricstuff:

--- Quote from: bd139 on August 24, 2021, 07:26:16 pm ---It's more complicated than that.

You can buy Keysight stuff from CPC, Farnell, RS etc who all sell to private individuals and therefore are on the hook. There is no loophole for statutory law here.

Keysight must remove their stock from all those supply channels entirely and deal only with business accounts directly if they want to do this.


--- End quote ---

Farnell's terms of sale :

--- Quote ---    2. Business customers

    The Company is a business to business supplier. The Catalogue and any special cataogues and other product brochures produced by the Company are intended for use by business customers and not consumers. By ordering, the Customer confirms that he, she or it wishes to obtain the Supplies for the purposes of his, her or its business and not as a consumer.

--- End quote ---

But they clearly don't enforce this, You don't even need to be registered to order. 
The terms are fairly well buried on the website - I'm not sure if the "I agree" bit you click at checkout references this, but either way, if it came to it in court you'd have a reasonable argument that you weren't aware of them.

Rapid don't have a similar clause - they don't sell KS, but they do sell Tek
bd139:
Fair point with terms being applicable to the retailer. But again I’ve bought stuff directly from keysight before  without agreeing to any contractual terms as a consumer so YMMV on that.

The retailer can’t arbitrarily restrict your legal rights through secondary terms. That’s somewhat frowned upon.

Regarding the keysight warranty I’d be interested to see if their own manufacturer warranty is applicable to individuals or they just cut you off immediately with no service.
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