Products > Test Equipment
Keysight officially lost the plot - don't buy if you're a hobbyist
HalFoster:
1design-
It was much the same situation here although our move to R&S and Anritsu was admittedly more one of the edge cases you mentioned - 50+ GHz black magic voodoo gear - but we noticed that the after-the-sale support was much easier with R&S and Anritsu - they usually offer to send someone that day to personally address any issues. We've bought 3458As by the pallet over the last couple of years but Keysight is still "call and hope they get back with us this week" for us. While Keysight talks a good game, the actual core values - Dave and Bill's HP Way - are completely absent and have been for quite a few years.
Hal
Anthocyanina:
--- Quote from: ch_scr on June 13, 2022, 11:54:18 am ---
--- Quote from: rsjsouza on June 13, 2022, 10:50:05 am ---
--- Quote from: Anthocyanina on June 13, 2022, 09:47:57 am ---
--- Quote from: rsjsouza on June 13, 2022, 08:54:18 am ---Closing a bug report without a reply is not a very responsible thing to do - however, a poorly described bug would not get the same attention. Since in the thread you had to go back and forth a few times to get John to reproduce it, perhaps you could try to resubmit the ticket but this time pointing to the element14 thread? (if you can spare the time, of course).
--- End quote ---
To clarify, they did give a response when i let them know I was not a corporate client. I did mention that if not being a corporate client meant they wouldn't bother with the case, so be it, and this was their response. When I reported this to Keysight I was more descriptive and added screenshots showing the settings under which the bug happened
--- End quote ---
Indeed with that added information it is completely understandable to not pursue this any further. At least your findings are public and becomes a resourceful "known bug" of this unit. :-+
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It's plain stupid to get a "good" bug report and then to discard it on the grounds of "not a corporate customer that complains about it".
A few years and Keysight will be the "Microsoft" of TE companys, on the support decisions they already have reached this level and product quality will follow soon.
By this logic, they should make it a lot harder to file bug reports - there will be (on the corporate statistics) sooo many less bugs in the products :horse:
They're Too big to fail now...
--- End quote ---
Yeah, I think so as well, I haven't really come across a problem that requires me to use a burst like the one set up in the screenshots i shared on element14, so for me, the generator is completely usable as it is(the physical buttons interface is slow, but you can control it very quickly from the computer), and there's a workaround to that bug that requires you to change the starting phase, so still usable. I thought it would be Keysight themselves who would benefit the most from correcting that bug, as by doing so their paying customers would then find in that generator a perfectly working unit, and not a bugged one, possibly increasing their trust in the brand. But if they don't care about that, they must be prepared to deal with whatever consequences may or may not come from selling a buggy product :-//
EE-digger:
The poster's experience with the rejected bug report is very unfortunate indeed. On one hand I understand the frustration of dealing with SOME of the public but OTOH, many individuals are engineers by day, some with large budgets at their disposal. I think the report should have been handled but perhaps along a slower, lower cost path within Keysight. But nevertheless, still brought to a conclusion.
This past year I had to twist some arms at Keysight (gently of course, no Keysight personnel were injured) to get the privilege to buy parts restored. This after, literally, 50 years of buying HP / Agilent / Keysight equipment.
Kudos to Keysight's people for always being professional and willing to help. More kudos to Keysight for fixing my scope this past year also and going above and beyond to FIND the problem and then doing the same again (with thermal testing and observation) to be sure it was GONE.
Unfortunately, everything today is scripted. You go to a doctor or dentist and they blindly (sometimes) drop codes into place on your "sheet" resulting in crazy charges for a 15 minute visit.
I suspect the same is happening at Keysight. Unless you get hold of a manager high enough to carry the problem to a permanent solution, the "scripts" on how to process calls, requests, complaints, etc. just revert back to their normal manner of processing.
arcitech:
Having to "work to restore" your privilege to buy parts sounds like a really sad way to wipe spit off your face, ee-digger.
I'm facing the same sort of chore presently because my company uses vendor-based email addresses routed through a wildcard forwarder that goes to a vendor comms distribution group. It makes more sense in the screenshot shared (and yes I do realize I've got my own typo there).
I'm of the opinion that they and other companies are not solely, but in part, taking this stance for the legal benefit around having product safety fall under the (much more thinly spread) OSHA here in the US rather than under the Consumer Product Safety Commission. I don't know if this delineation is done similarly in other parts of the world, but given how litigious Americans tend to be, that may not matter much.
HighVoltage:
--- Quote from: EE-digger on June 14, 2022, 03:00:52 am ---
... Unless you get hold of a manager high enough to carry the problem to a permanent solution ...
--- End quote ---
I just had this very same way with the right person at Keysight in Germany and my problem was solved on the fly.
Sometimes it helps to call more than one time.
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