As mentioned before you have to look after all customers not just the high rollers. The little ones might be big ones down the line. The software industry learned that one after shooting it’s own toes off through the 90s.
Keysight.. Their primary business is signing contracts with the likes of US Air Force for equipping them with T&M solutions for all their needs..
It looks like the high rollers are also getting fed up.
In the US presidential decree of 9th July
Section (s) The Secretary of Defense shall:….
(iii) not later than 180 days after the date of this order, submit a report to the Chair of the White House Competition Council, on a plan for avoiding contract terms in procurement agreements that make it challenging or impossible for the Department of Defense or service members to repair their own equipment, particularly in the field.'
But back to the original issue.. the support of independent engineers and enthusiasts by Keysight, it is in my view short sighted, I use a lot more of Keysight and Agilent than any other brand of test equipment but if it not going to be supported or make me jump through hoops, even if it is only for spare parts and information, I will have to rethink my purchase decisions. In the past Keysight have been happy to do videos with Dave on their services and how they changed after Agilent but now seem to be drifting back to the bad old ways and their lack of response to this thread is poor.
If this behaviour is the new norm then the catalogues and websites of suppliers like Keysight should carry a health warning.
Along the lines of:-
If you are not a major corporate company purchasing equipment and services over $xxx per annum then you purchase this equipment entirely at your own risk and we will not provide support or service under any circumstances.Perhaps we should have sticky thread where clear warnings can be placed of companies which will not provide good support and information and those that do, to inform forum member's purchase decisions.
Resonant