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| Keithley DMM6500 transformer: RFC around recall experience, and a dilemma |
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| arcitech:
The short & objective bit: Who among the DMM6500 owners out there has experience around the "warranty service recall" issued to replace the early batch of transformers they can share? If you've had your transformer replaced, could you share your unit's original shipping date? Do you happen to know what the label on the problematic transformer was, or what the new one is after replacement? And could you comment on the process overall? Lastly, unless it's covered by NDA, could you share the verbiage of the original advisory sent out to owners who'd been identified as affected? (I'm specifically interested in whether there is any safety / fire hazard facet at play here, and less importantly, performance degradation.) The longer and subjective bit w/ a dash of rant: The unit I'm responsible for is a couple months out of warranty (late Apr 2019 orig ship date), and the standby noise it emits (while "off" but not unplugged from mains) is unfortunately amplified by the furniture the unit sits in (despite some NVH help from the bumpers). Keithley support will not confirm whether my unit falls within the scope of the "warranty service recall" despite having provided a photo of the label on the transformer assembly ("B-2570/71-ASSY 120221704 Rev.A") spied through an opening in the chassis (w/ cover slid back), and with a decent-enough audio clip of the buzz in standby, through a boot cycle, then back off in standby. Instead I'll need to make a pricey wager to have it sent in for evaluation and: --- Quote ---once [they] receive the unit and [their] tech has had a chance to evaluate it then they will make the determination on whether any type of warranty work will be approved or if the regular repair charges would apply. --- End quote --- They're tight-lipped on how some sort of warranty could apply to a unit with an expired original warranty and no other extended options (and I'm told the reasonably-priced "AREPAIR" extension for one year after orig warranty would not cover this issue). So, my possible outcomes from best to worst are: 0) Evaluation determines replacement falling under "any type of warranty" applies. Issue gets fixed. Total cost: $0 1) Evaluation determines replacement would not fall under "any type of warranty". Service is declined, and my company's card on file is hit for the cost of evaluation + shipping. Nothing gets fixed. Total cost: >$800 2) Same as #1 above, but service is approved. "[T]he full cost of repair could be $2400 and the evaluation fee would be waived." Things get fixed. Total cost: ("could be") $2400 Dave thinks "they're takin' the piss" on that last outcome: https://youtu.be/0Xme4FcaUkI?t=4601 Without any first-hand insights from the community and leaning only on info I've gleaned from 'round the web, I'm on the fence between taking the gamble, or spending $400 more than the cost of outcome #21 to simply purchase a new one from Tequipment and sell this one to someone whose lab isn't as quiet as the one this unit lives in (or whose stereocilia wouldn't pick up on it to begin with). (And no, my frustration around this isn't why their domain's got some serious DNS issues, though it did prompt me to check upon realizing their site was down over the weekend whether I could leverage a lapsed registration!) |
| bdunham7:
Are you and the service center in the US? If not, where are each of you? Occasionally you see this type of 'fuck-you pricing' but I'd be pretty shocked if that was all direct from Tek/Keithley in the US. If that's how it actually is, then buy-sell seems to be the best plan to me. And look at other vendors in the future perhaps? Although we seem to be running out of them... |
| arcitech:
--- Quote from: bdunham7 on July 11, 2022, 05:48:59 pm ---Are you and the service center in the US? --- End quote --- Yes, the unit and I are within the continental US; I'd guess the same holds true for the CSR who's written the emails. It took a number of days from Tues AM until nearly EOD Friday just to begin to engage w/ someone on the "right" team. |
| arcitech:
--- Quote from: bdunham7 on July 11, 2022, 05:48:59 pm ---[...]I'd be pretty shocked if that was all direct from Tek/Keithley in the US. --- End quote --- I debated about sharing this sanitized message initially. "Legal said it was okay" and that it doesn't even have one of those meaningless scare tactic signatures.... Maybe the author "A" was the hacker that brought them down, and decided to take the piss at my expense before turning off their domain(s)... |
| KaneTW:
I sent my DMM6500 for warranty service for the noise issue (first month of warranty or so). Came back fixed but "no changes done" according to the manual... Bought it Oct 2020, RMA'd Dec 2020 via the web form, received it back Jan 2021. |
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