Products > Test Equipment
Keysight 1200X series "no replaceable parts are available"
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Porama6400:
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?
Fraser:
Sadly this seems to be more and more common these days. Companies produce a product and decide it is cheaper to provide a complete replacement unit, rather than repair a fault. Labour costs and spare parts storage overheads are likely the reason. Whilst under warranty, this policy may be popular with both the manufacturer and the customer as a new unit is quickly issued. After warranty the customer is left with little choice but DIY repair or the purchase of a new unit. So many ‘consumer’ grade electronic products are comparatively low value these days and do not justify repair time being spent on them. I note that extended warranties are offered on many such equipments and this is really just an insurance policy to ensure repair/replacement after the standard warranty expires. If longer term repair support is desired, the customer has to buy the “support package”, sometimes at significant cost. I have dealt with companies who will not answer queries or supply user manuals unless you have a current “support package” on their accounting system. This is likely intended to offset the cost of providing customer support. An understandable position for some companies, but not particularly customer friendly.

As a side note, I bought some Hewlett Packard LogicDart handheld logic analysers a few years ago. They were being disposed of after HP ceased support for the unit. The units were brand new but had a label on them stating “Refurbished”. They were the units that would be sent to customers making warranty repair claims. HP supplied “Refurbished” LogicDarts under such circumstances rather than repair the customers unit. It made economic sense for HP to do this. No idea why HP decided to place “Refurbished” labels on brand new units coming off the production line, but it may have been in line with the issuing of more valuable equipment that really was refurbished, rather than new.

I always disliked support policies that issued “Refurbished” equipment when I made a warranty claim. I preferred repair of my unit or ‘new for old’ policies as I take great care of my kit and if it failed soon after purchase I did not want some unknown usage hours unit replacing it. Not all manufacturers provide refurbished units that are ‘as new’ :(

Fraser
Stray Electron:
  That's a solid YES.  This isn't HP's first non-repairable, and completely unsupported product. 

  IMO if HP wants to market this kind of schlock then the buyers might as well go buy Siglent or other piece of non-repairable junk.
Fraser:
Stray Electron,

I agree. People used to buy from the ‘big names’ because of a good reputation for after sales support. Such support seems to be becoming rarer and rarer these days. Some may say that this is a direct result of market sector, lower prices and the desire of some manufacturers to enter the more ‘budget’ markets where support is only good during the warranty period. With very expensive equipment there is likely more profit to cover support and warranty claims. There is also the possibility that the more budget friendly equipment is less reliable in the long term and so a bit of a liability for the manufacturer.

Remember when companies promised 10 Years of repair support. Such was common in my working environment but at 10 years and 1 Day it was common for esteemed manufacturers to literally ditch ALL support for an expensive product and the Sales team would advise that the equipment be replaced with the new fangled updated version at significant cost. That was just how life was. I might add that I was working in an environment where test equipment was £100K+ and replacing a low hours 10 year old unit due to a minor fault was not exactly a happy experience ! Having said that, I have sent expensive equipment away for a ‘Service and Calibration’ during its 10 year operational life, and received a list of modules that are no longer within factory spec due to ageing. The replacement or repair cost of all the aged parts sometimes justified replacing the whole equipment and this was just age related degradation of performance and somewhat more acceptable than just cessation of support at 10 years.

Fraser
Porama6400:

--- Quote from: Stray Electron on June 12, 2022, 12:31:02 pm ---  That's a solid YES.  This isn't HP's first non-repairable, and completely unsupported product. 

  IMO if HP wants to market this kind of schlock then the buyers might as well go buy Siglent or other piece of non-repairable junk.

--- End quote ---

If I've read their service manual beforehand, I probably would've gone for Siglent. I chose Keysight because there's a "proper" service center here, and I assumed at least they could replace the front panel encoder when it eventually dies.  :palm:
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