Talk about bad customer service from Rigol USA

[Aztlanpz]

I purchase a Rigol MSO5000 on September 25 2019 from Tequipment and Rigol will not give me the free upgrades. 




Aztlan


RIGOL Support <license_activation@rigoltech.com>
5:40 PM (2 hours ago)
to me

Thank you for sharing your contact information with us regarding our current promotions for your recent RIGOL purchase.

Unfortunately, our system indicates that your instrument was purchased outside of the promotion window and is not eligible to receive the free upgrade. If you believe this is an error, please feel free to contact us directly at 877-4-RIGOL-1 or info@rigol.com to discuss it. Our office hours are M-F, 7am-5pm PST.

Sincerely, RIGOL USA

RIGOL Technologies
8140 SW Nimbus Ave.
Beaverton, OR 97008
877-4-RIGOL-1
www.rigolna.com

[DaJMasta]

Isn't this something to take up with Tequipment?  If not then, maybe the other Rigol email or phone number http://beyondmeasure.rigoltech.com/acton/form/1579/0065:/0/index.htm?sid=TV2:Kt5oPeWlY (if that link even works)?



I don't see any listing of when the promotional dates actually are, so we can't say for sure what should have been applicable on the given information, but was your unit a new one or an open box/refurb which was likely bought earlier and would not have been eligible?

[NoisyBoy]

That is too bad given you only missed the window by less than a week, if I were you, I would return it, get a refund, and rebuy if you still want a Rigol after your recent experience.  Let them deal with the loss associated with the return open box.  Or buy a different brand if you don’t like how you are treated.

They have a 30 day return policy, it is dumb to deny upgrade to buyers who purchased the scope less than 30 days before the return period.  The are asking for a warehouse full of open box returns.  Anyone who has worked in retail strategy or operation could teach them a lesson in the consumer market in how to deal with these situations.

If I were Rigol, I would give these features away for free for all current owners if they buy the logic probe as an upgrade.  So their strongest supporters - those of us who were willing to buy the scope early when it was buggy, would feel like there’s a way to be included in the promo.  It will help them to drive goodwill in the community and retain customer loyalty.