Products > Test Equipment
A broken 34470A and Keysight's terrible customer service
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Bud:
There is no KS authorized representative on this forum, he is a volunteer helping where he can on his own.
Oldtestgear:

--- Quote ---Really this whole thread is about buyers reluctance to do their research with proper inquiries about future support with their equipment vendor.
Why would we be surprised when manufacturers don't wish to deal with customers directly but instead require their authorized agents to earn their keep.

Preparing for flames.............
--- End quote ---

If what you stated was accurate then it would be the buyers fault for purchasing from the wrong manufacturer. Sadly, in my case anyway, support was withdrawn only when I tried to buy a second periodic calibration for my 34470A. Last year it was calibrated with zero fuss or bother. The system just worked exactly as it should. I only purchased my new equipment from Keysight because of the great support I had getting an old 3458A refurbished ( new front panel etc.) & a calibration. Times change & it is unfair to blame buyers for expecting the level of support offered to others.

FWIW

Phil
tautech:

--- Quote from: Oldtestgear on August 26, 2021, 08:57:56 am ---
--- Quote ---Really this whole thread is about buyers reluctance to do their research with proper inquiries about future support with their equipment vendor.
Why would we be surprised when manufacturers don't wish to deal with customers directly but instead require their authorized agents to earn their keep.

Preparing for flames.............
--- End quote ---

If what you stated was accurate then it would be the buyers fault for purchasing from the wrong manufacturer. Sadly, in my case anyway, support was withdrawn only when I tried to buy a second periodic calibration for my 34470A. Last year it was calibrated with zero fuss or bother. The system just worked exactly as it should. I only purchased my new equipment from Keysight because of the great support I had getting an old 3458A refurbished ( new front panel etc.) & a calibration. Times change & it is unfair to blame buyers for expecting the level of support offered to others.

FWIW

Phil

--- End quote ---
Please don't confuse vendor with manufacturer although it does seem there has been a substantial sideshift in the support KS directly offers to individuals yet if inquiries for any reason end up in our manufacturers inbox they are always redirected to us to deal with. Yes we have to earn our authorized distributor status to retain the privileges that accompany such.
nctnico:

--- Quote from: tautech on August 26, 2021, 09:07:17 am ---
--- Quote from: Oldtestgear on August 26, 2021, 08:57:56 am ---
--- Quote ---Really this whole thread is about buyers reluctance to do their research with proper inquiries about future support with their equipment vendor.
Why would we be surprised when manufacturers don't wish to deal with customers directly but instead require their authorized agents to earn their keep.

Preparing for flames.............
--- End quote ---

If what you stated was accurate then it would be the buyers fault for purchasing from the wrong manufacturer. Sadly, in my case anyway, support was withdrawn only when I tried to buy a second periodic calibration for my 34470A. Last year it was calibrated with zero fuss or bother. The system just worked exactly as it should. I only purchased my new equipment from Keysight because of the great support I had getting an old 3458A refurbished ( new front panel etc.) & a calibration. Times change & it is unfair to blame buyers for expecting the level of support offered to others.

FWIW

Phil

--- End quote ---
Please don't confuse vendor with manufacturer although it does seem there has been a substantial sideshift in the support KS directly offers to individuals yet if inquiries for any reason end up in our manufacturers inbox they are always redirected to us to deal with. Yes we have to earn our authorized distributor status to retain the privileges that accompany such.

--- End quote ---
Well, it is not as if authorised distributors offer excellent service by definition. You are probably an outlier (at the positive side). My experience with authorised distributors is allover the place. From very good to extremely bad (one of your Dutch counterparts for example).
Oldtestgear:
How many test equipment distributors have the facilities to back up the products they sell? In terms of pre sales support I guess many will do a great job. When a customer needs a repair or calibration it is unlikely that any distributor will be able to offer these services for a 34470A or any similar test equipement. It has to be the manufacturer that provides this level of support.  There are very few labs in the UK that can properly test a 34470A let alone repair one. Just look at the UKAS certificate for your chosen lab,  most cannot offer the full range of capability with the necessary uncertainties. This is not a criticism af labs in the UK, most do a good job within their stated capabilities.
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