Why are deans contributing in derailing this thread?
I thought I'd entered the wrong thread...
Thank you for being the voice of reason..
I will stop.. I apologize for getting carried away.. Mediterranean blood and such...
Quite right. I worked before with Agilent so I just assumed that I buy it and then use it and that is all. It never occurred to me that I will ever need something more a.k.a manufacturer support.
Or to put it in some popular saying "I was born in a Mercedes" so I am naive into believing that all businesses think on long term.
So this is the pattern. That is why I am buying KS now. But if I am wrong about KS and I will need their support too please advise before I make another mistake.
PS: Should we move to another thread ?
No need to stop or move. Just to get back to the topic. Keysight support related topics are exactly the topic here.
Keysight officially does not support private customers. Also their level of support for business customers is directly connected to subscriptions now.
If you buy Keysight scope and you need support, in warranty you will speak with point of sale (dealer you bought it from). At the moment you still can download firmware and basic support documents from Keysight. Other support is not provided to private customers by Keysight. Dealers might (should) step in and help.
As a small company, I recently contacted them about a bug (still in warranty then) and they politely noted me that they will respond to my 2 tickets for free as a token of goodwill because it was my first time and I am a customer, but from now on, I either have to pay for support contract subscription, or will be charged by the ticket.
To be clear I reported a bug in networking stack and a confusion in documentation that made it unclear do I have right to an option or not. Both their mistakes. And, yeah, network problem won't be fixed, because it doesn't happen all the time.
Mythical glorious HP and Agilent of yore is no more...
That doesn't mean they have bad support. Their
paid support for
large customers is superb. 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.
Back then business was good, run by different values. They had this sense of gallantry and it was a matter of honour to support their products. It was token of respect to their creations and customers, wherever they are..
Now it is pure corporate politics, like everybody else.. Carla style... Only loyalty is to profit.
Good for them, bad for us...