Products > Test Equipment

Keysight officially lost the plot - don't buy if you're a hobbyist

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rox77:
wow! it is very surprising to read about this kind of problems with a manufacturer. i don't know how it will be in other countries but in europe those specific conditions would be ignored in any consumer claim if the consumer purchased the device through legal channels.

ogden:

--- Quote from: rox77 on January 19, 2022, 05:25:01 pm ---in europe those specific conditions would be ignored in any consumer claim if the consumer purchased the device through legal channels.

--- End quote ---

Right. If you are in EU - buy from EU distributor and you are covered. One that I know is batronix.com (not affiliate, just satisfied customer).

kcbrown:

--- Quote from: bdunham7 on January 14, 2022, 11:40:39 pm ---Transcat is US Keysight reseller that doesn't wash their hands of you once you make a purchase.

https://www.transcat.com/return-policy

--- End quote ---

I contacted Transcat directly via the phone.  They will not handle warranty claims for equipment that wasn't purchased from them.  However, they will handle everything else, including:


* Warranty claims for equipment purchased from them
* Non-warranty claims for any equipment, whether purchased from them or not.  From what I gather, they can perform some repairs themselves, and work with other repair businesses for those things they can't take care of themselves.
So save for warranty issues on equipment not purchased from them, they'll handle pretty much everything.  That, of course, is fantastic.  It's rare to find a one-stop shop like that.


But that still leaves warranty issues on equipment not purchased from them, which unfortunately doesn't address my point, and essentially blows Nico's claim out of the water.  T&M vendors, at least in the U.S., are not like car dealerships when it comes to warranty issues.

kcbrown:

--- Quote from: nctnico on January 14, 2022, 11:26:18 pm ---So far I didn't have any problems with Acal BFI handling warranty issues. Never had to deal with Keysight directly. In general I'd avoid a reseller redirecting warranty issues to the manufacturer; it is not what I pay them for.

--- End quote ---

Did you contact them about whether or not they'll handle warranty issues for equipment not purchased from them, in particular by individuals who have never been their customer in the past?

If so, what did they say?

kaz911:

--- Quote from: Keysight DanielBogdanoff on January 19, 2022, 12:09:02 am ---

Hi everyone, I'm back from holiday break and a rough string of getting sick, sorry for the absence.

2 - business vs. hobbyist - I can't say much more than what I've already said on the matter, but it's a legal thing and I'm doing as much as I possibly can to internally advocate for potential alternatives and solutions. As it stands now this is the situation, though. That being said, it's not a terrible idea or terribly expensive to have a small business setup somehow (at least in the US) for a number of reasons. I'm definitely not providing legal advice/business recommendations nor do I advocate doing it, but that's one possible way around it. Maybe folks could even work together on something like that...

-Daniel

--- End quote ---

Hi Daniel,

sorry but the "just start a business" have wide implications for people in many regions around the world.

1. You could loose potential personal benefits (tax, government support, child care etc)
2. You set yourself up for paying accounting fees every year to maintain a business and provide the government with "information"
3. You can loose potential jobs - or at least it will increase the likelihood of questions like " How dedicated are you - you have your own side business" - and you could be in violation of your original employment contract - many which specify "you can't work for anyone else"
4. It can impact your pensions
5. It can impact your tax status and insurance payments incl. UK National Insurance payments

But I think if anyone who purchased via Keysight eBay store actually took Keysight to court over the policy - the win would IMO be clear. eBay is primarily a B2C/C2C market place and by advertising and selling on a B2C/C2C marketplace local law is to be upheld - which means full warranty and service to the countries that Keysight advertise, sell and ship to that have local Keysight representation. But that is just my opinion. If Keysight is serious about the no consumer policy - the eBay store should be shut down immediately.

But Daniel - please get rid of the MBA who thinks your new policy is a great idea. The policy is a bit like peeing your pants - it warms at first but gets very cold rather quickly. The MBA in charge is probably the same person who thinks it is great to add annual subscription products across you lines of products.
 
Anyway - for me it means no more Keysight gear at all. If you do not like the smell in the bakery - you leave. :) - and I DO own a company. I might not be a big customer - but I'm well past $50k in (relatively recent) Keysight gear. As I'm not a fan of the Dark Side either - I'm soon left with only Far East products.

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