Products > Test Equipment
Keysight 1200X series "no replaceable parts are available"
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Porama6400:

--- Quote from: Someone on June 13, 2022, 03:47:25 am ---There was a good example of that (borged through Keysight moving their support forum/platform, user posts were absorbed to a generic support account):

--- End quote ---
that might not be because they were individuals, though. I think quite a few forums does that.


--- Quote from: Fraser on June 12, 2022, 01:30:24 pm ---Xrunner,

That policy against hobbyist sales confirms what I was thinking about the current HP/Keysight support strategy.

Not wanting to be mean or too general in my comments, but I have had many manufacturers tell me that the ‘profit to support cost ratio’ of ‘consumer/hobbyist’ sales is very poor compared to that of ‘Professional/Industrial’ sales. Some companies ditched their consumer orientated products as they found the support costs unacceptable for that market segment. There are some real horror stories I could tell, but they are discrete cases and not representative of most consumers or hobbyists.

Operating in the consumer electronics/test equipment market segment requires significant customer support capacity and sometimes, highly skilled customer support agents to ‘deal’ with difficult support cases.

Fraser

--- End quote ---
It seems like all the people that had Keysight refused service were all from the UK. perhaps it's only Keysight UK that has that problem? not that that's any better.
EDUX stuff is relatively new, afterall. so I have some doubt that they would just abandon those product lines entirely.
tooki:

--- Quote from: Porama6400 on June 12, 2022, 12:00:29 pm ---as mentioned in the section 6 of their service manual:


--- Code: ---Because the service policy for InfiniiVision 1200 X-Series and EDUX1052A/G
oscilloscopes is unit replacement, no replaceable parts are available for these
oscilloscopes.
--- End code ---

Granted, it's my bad for not checking the service manual before buying.
but does it mean not even their service center can replace a board?

That's disappointing, no schematic, no block diagram, no board replacement, and not even a service center are allowed to fix the scope.
am I expected to buy a new one when a front panel button breaks, after I paid a premium price for a scope?

--- End quote ---
They consist of a single board, an LCD, and a power supply. I can absolutely see how in any country where labor costs more than a few cents an hour, the cost of local labor to diagnose and repair the unit exceeds the cost of swapping it for a whole new or refurbished unit. (Bear in mind that they may do board- or even component-level repair centrally, e.g. by sending all the broken units back to the factory or a service center.)
Fungus:
It's probably not repairable at the board level and the cost of the case that goes around that board is probably less than the cost of return shipping, parts, labor and logistics.

There's probably a whole load of customers who claim it smells different afterwards or there's a tiny scratch on the back that wasn't there before so they end up paying to deal with them.

End result: Repairing them costs more money than shipping new ones.

Also: Most customers will go around boasting about how they "sent in an old one and got a new one in return" so this replacement policy also has a psychological benefit (Fluke owners often justify the purchase price of their meters this way).

It's wasteful but it's the world we live in.
tooki:
And as I said, it's not guaranteed that they're scrapping the broken hardware. I know for a fact that Apple, for example, does at least some component-level repairs, which is why they require their stores and service providers to return most broken parts. (Things like batteries, keyboards and displays are scrapped, but motherboards, power supplies, etc. all go back). They're repaired and then become a spare part for future repairs. It's just that the component-level repairs aren't done at the stores and service providers. Those replace modules or entire machines for the customer. Some repair depot reworks the failed modules and machines.
2N3055:

--- Quote from: tooki on June 13, 2022, 04:35:20 pm ---And as I said, it's not guaranteed that they're scrapping the broken hardware. I know for a fact that Apple, for example, does at least some component-level repairs, which is why they require their stores and service providers to return most broken parts. (Things like batteries, keyboards and displays are scrapped, but motherboards, power supplies, etc. all go back). They're repaired and then become a spare part for future repairs. It's just that the component-level repairs aren't done at the stores and service providers. Those replace modules or entire machines for the customer. Some repair depot reworks the failed modules and machines.

--- End quote ---

They repair some stuff through refurbishment process. It is done in Penang for instance (where they produce some products) for some products..

Also many think BOM (the actual price of material) on 1000 series Keysight is something worth of repairing. It is easily possible they make it for much less than Rigol and Siglent. They have huge markups on these, and they sell you big name, some know how that is visible in some refinements and neat tricks that makes their products attractive despite being quite limited in some regards...
The most important part of their Megazoom IV is that it contains ADCs and other expensive parts in a chip they make very cheaply...
Rest is basically (very cheap) tablet computer and some knobs.
It is literally more expensive to repair anything on motherboard 1000 series scope than to simply give you a new one. And that is before cost of huge support organization to enable component level repair. I doubt they even refurbish them. Transport to facilities for repair might cost same as a board.




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