Products > Test Equipment
A broken 34470A and Keysight's terrible customer service
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Saskia:
re IDs:
over here we have VAT IDs that are issued to business that either request it and ask for VAT deduction explicitely (comes with filing monthly tax returns plus additional reports to the fiscal authorities (just dealt with that, it is a major pain and no sane person wants to do this voluntarily) and your personal tax id which is issued to you once you come of age.
My daughter got hers when she turned 18 if I remember correctly.

No business asks for your personal tax ID over here.
However I could imagine that Keysight wanted to either:
eliminate tax / customs issues when dealing with Brexit and shipping repaired goods over to the UK
or
punish the end user community for hacking their stuff ... as a corporate customer you would just not do this.
(I have not hacked my 3054T that I got from their distributor, and those questions I had regarding this scope where answered fast and in a friendly manner).
bson:
If it's due to UK consumer protection laws (a paid repair falling under consumer protection laws solely because the buyer can be categorized as a consumer) then expect this to become the rule across the board for all T&E, electronic components, industrial suppliers, etc.  These are not consumer products and if the law has been changed so it's based on who the buyer is rather than the nature of the product and who it's marketed to, then expect industrial suppliers to decline to do business with buyers who would make it consumer sales.
Cerebus:
The UK law has been the same in this arena since 2015, so this isn't down to UK legislation changing. Every indication is that is a reaction of Keysight Germany to some change in the law in Germany, or perhaps just bloody mindedness on the behalf of Keysight Germany. There is no way we can know which or what because Keysight are being silent on the subject except for parroting the same phrase over and over which is just a restatement of their policy when asked for an explanation.
nctnico:
Suddenly I recall the lengthy discussions about why Keysight is excluding some countries from their annual test equipment give-away event  :popcorn:
Hydron:
Does anyone know if this BS goes on with any of the other big T&M companies?

Kinda glad I just bought a bench DMM from Keithley (aka Tek) instead of KS, even though I've had to get the transformer changed due to audible noise (involving the unit getting stuck in customs for a lengthy period thanks to Brexit!). The Tek people were pretty helpful when I called pre-purchase, sorted out an ex-demo unit for a local distributor to sell me when I called and *said I was a hobbyist* - shame their product range for scopes etc is laughable. Given this BS from KS, I wonder what their response would have been if I'd made the same call to their sales folk?

On the service front, R&S were a bit useless when I was trying to get my scope fixed, but they weren't actively trying to stop me from getting stuff sorted (was marginally out of warranty, some non-UK-based representatives indicated it'd get fixed under warranty anyway, but the UK office ignored that even when forwarded the emails and wanted silly money for their "recommended" fixed-price service, so I just changed the $10 IC myself to be done with it rather than more effort into fighting them about it).
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