Products > Test Equipment

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

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nctnico:

--- Quote from: Nominal Animal on February 17, 2022, 06:20:09 pm ---
--- Quote from: nctnico on February 17, 2022, 05:27:07 pm ---It is interesting to see some complaining about Keysight's service level and happily buy equipment from cheaper brands.  >:D

You can't have it both ways though. If you vote with your wallet that a lower service level is OK with you, then don't complain that you get what you voted for!

--- End quote ---
Isn't the majority of this thread about the exact opposite, though?  Buying from a premium brand and then discovering you get no service at all because you're not a company.

There are a lot of professionals using the same equipment they use at work, at home.  The surprising and annoying difference being that the latter get no service or support at all, just because they are not a registered business.

--- End quote ---
I don't think that is the case at all. I think you have to seperate between two 'issues' here:

1a) My guess is that most have bought their new equipment through a distributor (pretending to be Keysight) and not directly from Keysight to start with.

1b) Keysight does have an Ebay outlet and it seems they have sold to individuals directly through there. But for most of those listings the warranty period is very short.

2) In a not so distant past Keysight (HP, Agilent) was providing service directly to anyone who asks. Even for equipment that is obsolete. Appearantly that got changed and Keysight choose to only support businesses directly. People used to this service level are now confronted with a sudden change that pisses them off.

None of this rules out individuals can't get support for their Keysight equipment through a distributor. Though to people to who 1b applies might have trouble finding a distributor to support them without having made a sale first.

Circling back to why Keysight has done this: it is likely that they are seeing a decline in sales and thus need to shed some weight in the organisation. That decline in sales is likely caused by the B-brands eating into their revenue hence my remark about people voting with their wallet. If a market turns into a ratrace to the bottom then everyone is sucket in.

xmo:
"... it is Carla style now."

Carla? 

I assume you mean Cara Carleton "Carly" Fiorina

MegaVolt:

--- Quote from: E-Design on February 17, 2022, 04:58:34 pm ---Tektronix does not have a policy in place specifying support for the size or market space of a customer. If you are a customer, whether you have bought 1 unit or 1 million, some kind of support is offered to you.

--- End quote ---
It sounds good. But it's not. I don't feel like Keithley supports me at all. I understand that there are controversial claims, but any intelligible technical answer would suit me.

But even software error handling is not performed.

For example: In DMM7510, when version 1.7.0 was released, a bug was introduced that caused continuous buffer writing to stop working. Update 1.7.10 has already been released and the problem is still present. I contacted through the Russian representation. They said the bug was confirmed. This was in 2020. It is now 2022 and the problem has not been fixed. But you just need to open the version history and find the error. It's not even done...

Therefore, I would say that Keithley does not have the support of private buyers.

floobydust:

--- Quote from: 2N3055 on February 17, 2022, 09:29:35 am ---But they basically pulled out of entry level market, including hobby/private users.
To be honest, they never did officially target that market, even before.  .

--- End quote ---

Keysight has the EDU series "Affordable for internships/training labs etc. and for students" - so noobs can use the equipment but not buy it?

adauphin:
I've been away from any electronics related hobbies and repairs for almost a year, 2021 was a very disjointed year for us. That being said, I started looking for a linear psu a few months ago and considered the Keysight 36300 series. I liked the black case, but price to performance ratio wasn't where I was at.

Looking at Newark's site, and a few others, there is NO mention of any of this "business only" garbage.

Glad I found this page, hard to think a company would separate human purchasers from what roof they operate their expensive equipment under, or the fact they have a few extra parking spots out front or a sign with business hours.

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