Products > Test Equipment
Keysight (lack of) calibration & other services
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zitt:
R&S and Keysight needs to listen up here...
I am a hobbyist by night... but have engineer approval/recommendations in my day job for a major fortune 500 company.

As of this moment; based upon the comments posted here...
I have no intention of EVER specifying recommending another product from either company.

You need to make this right with all your EU customers (business or individual) if you ever want me to personally recommend your products in the future.
bd139:
Well a week of deafening silence later from keysight….
JonM:
Presumably this is not an issue in the US, but after seeing this thread mentioned on Twitter last weekend I decided that I should call in my credit card number for my annual scope service contract on Monday. There were no issues although it is a drawn out process that shows how Keysight is not really setup to handle individuals. I started a thread on this a couple of years ago (oddly no one commented) and don't remember all the issues I reported getting the service contract setup, but the renewal process is:

1) You get an emailed quote well in advance of expiration, 2) You have to call the person who issued the quote to tell them that you want to renew, if your cc number has not changed that person can submit the renewal, 3) Since I had a new cc someone else had to call me to get the number, then he submitted a ticket to the Activation Team. On Wednesday I got the renewal documents via email. In the meantime I had to answer a SPAM phone call from Colorado in case it was a question about the renewal.

A one year service contract for a DSOX3024T is US$120 + local tax which seems quite reasonable just considering the administrative overhead. You would think that they would offer a three year contract, but (at least a couple of years ago) they explicitly stated that they only do one year contracts for individuals.

I have purchased all of my Keysight equipment from Test Equity (which also requires phone calls). I recently purchased the new EDU power supply and was going to try Keysight Direct but they first had a nine week delivery and then said that the EDU PS was only available from distributors.

Now, I can think of some lab products that could be a problem if sold to individuals. Last year I was considering the purchase of a fairly powerful laser and wondered how much trouble it was going to be. The laser company has my long time employer's logo on their Web site and I wrote a PhD thesis with "Laser" in the title, so that might have helped. However, after being pulled fully out of retirement I have no time so that was not tested.
mjs:
One good reason for not selling or providing this kind of products or services to private customers are the consumer protection laws. I understand why we have those laws - to force companies provide some quality to people (also called voters). The downside is this kind of sometimes ridiculous limitations.

I've got my own company (similar to LLC) for hobbies. On the other hand, in Finland almost no company will check whether you're really representing a real company as long as you pay by CC / cash. I've also bought some 'professional' stuff for friends through my company every now and then - but would never do that for somebody I don't know well enough not to get me into trouble through consumer protections laws.
TimFox:

--- Quote from: Keysight DanielBogdanoff on July 16, 2021, 10:46:06 pm ---
--- Quote from: bdunham7 on July 16, 2021, 03:00:23 pm ---
--- Quote from: TheSteve on July 16, 2021, 02:44:42 pm ---So now we need to determine if this is a global thing or something localized to a region to maybe get around some consumer protection laws.

--- End quote ---

I'm pretty sure that this is either a result of a legitimate interpretation of a boneheaded "consumer protection" law or a boneheaded interpretation of a legitimate consumer protection law.  I don't know which law specifically, but I seriously doubt Keysight is intentionally shunning paying customers just because they don't like them.

--- End quote ---

My understanding is that it's "a legitimate interpretation of a boneheaded 'consumer protection' law." I believe there are some restrictions around "industrial equipment" [probably not the correct legal term] being sold to non-industrial parties (aka individuals). I do not know the details but @oldtestgear I'm looking into it with Peter.

--- End quote ---

It has been two weeks since this posting.  Is there any news or reply out of Keysight?
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