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

--- Quote from: Oldtestgear on August 26, 2021, 11:31:00 am ---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.

--- End quote ---
The typical way this goes is that the equipment goes to the manufacturer or an accredited lab for calibration. The distributors just deal with the logistics part of shipping equipment back & forth (likely in larger batches towards the manufacturer / accredited lab). Ofcourse there are exceptions to this rule where a distributor has their own accredited lab.

About a decade ago I asked to have my Tektronix TDS744A calibrated for a project. It turned out there was only 1 place in Europe where they could do this.
Cerebus:

--- Quote from: Bud on August 26, 2021, 03:58:02 am ---There is no KS authorized representative on this forum, he is a volunteer helping where he can on his own.

--- End quote ---

Eh? Daniel Bogdanoff is employed in a public facing rôle for Keysight Marketing and is on this forum under the handle "Keysight DanielBogdanoff". What bit of any of that makes you think he is some sort of volunteer rather than an Authorized Representative? His presence here gives every impression of being here in an outreach rôle for Keysight.

People don't tend to let unauthorised volunteers give away $thousands in stock, doing that very publicly tends to result in a swift arrest for theft if you're "unauthorised".  :)
Psi:
Yeah, it does look like keysight UK is attempting to sidestep needing to comply with B2C rules by stating they only do B2B. Once a company decides to go down that route they need to enforce it with an iron fist or the whole effort is kind of useless. Whenever i've seen this before though, they only sell to entities with an account with them and you need to be a business to get an account. So if anyone can buy from Keysight UK i'm not sure they have much of a leg to stand on no matter what their T&C says.

I do wonder if the OP has a monetized YouTube channel and has posted any videos that could be connected in any way to the test equipment.  He can legitimately claim to be a small self employed business if he did.

In any case, it wouldn't surprise me if keysight UK is operating outside of UK law in some way, but it would take someone more knowledgeable than me to figure that out.

It's always a good idea to make yourself seem like a company when communicating with companies that usually talk to other companies.  If you let slip that you're a hobbyist they sometime don't know how to handle your enquiry. And because it's so unusual for them they may seek guidance from their legal dept and things can go downhill fast. Especially with spare part requests. They suddenly get nervous you are going to get electrocuted and are advised by legal to stop all sales with you. Understand that once an employee in a company raises a customer safety concern in a recorded form like email/slack it becomes possible evidence that could be used later to prove company negligence if someone should be injured or die. So the legal dept will always advice the customer not to do that action and make sure the company takes no steps to support them doing it.
coromonadalix:
When ordering part you could sign a release statement of somekind ??  Ks could not be liable of any wrong doing when buying parts ??   hum  this is discutable ...

I had to use my company name as an hobbyist to get some KS parts   :-//  The language barrier was awful
Bassman59:

--- Quote from: Cerebus on August 26, 2021, 12:23:42 pm ---
--- Quote from: Bud on August 26, 2021, 03:58:02 am ---There is no KS authorized representative on this forum, he is a volunteer helping where he can on his own.

--- End quote ---

Eh? Daniel Bogdanoff is employed in a public facing rôle for Keysight Marketing and is on this forum under the handle "Keysight DanielBogdanoff". What bit of any of that makes you think he is some sort of volunteer rather than an Authorized Representative? His presence here gives every impression of being here in an outreach rôle for Keysight.

People don't tend to let unauthorised volunteers give away $thousands in stock, doing that very publicly tends to result in a swift arrest for theft if you're "unauthorised".  :)

--- End quote ---

I believe Daniel is based in the US. And my guess is that he's either unable to get straight answers out of KS UK, or he's been told that he cannot speak to this matter. Further, I suspect he's as frustrated by this as everyone posting on this thread.

I have not heard of any issues like this with service for US-based customers.
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