Products > Test Equipment

RIGOL Support fading out ? What is your experience ?

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rsjsouza:
Wolfgang, I have a DS4014 purchased from their US clearance store (early 2015) and I had great support from them in the purchase process and information about new firmware (I have never had to use their service). I intercepted the end of their development and support cycle for this family of oscilloscopes, therefore I saw only two firmware updates but the product was overall very stable - many other users of the same family had worse experiences as their purchases were made at much earlier stages of the product lifecycle and the firmware updates were very scarce. Users of their former flagship model DS6000 seem to have suffered a lot more, as this product seems to be in a much less finished state.

Therefore this is a datapoint that shows their service has been spotty for quite a while, but they seem to have released firmware updates for their entry families DS2000 and DS1000Z at a much faster rate. I can't comment as I don't have them, but I suggest you to follow how they manage their new flagship model DS7000 family.

Wolfgang:
... Nice that you did not got into heavy rain with the DS4014 you bought. As you write, others have suffered a lot more.

I got really sceptical about their "pro" stuff. Up from, say 2000€ people (including myself) think one more time before they buy.
The DS7000 scope series is even more than that, and users in this price range expect a better quality and also timely fixes if something is wrong.

Lets see what Dave will find out, and I will wait one year minimum to see what the "early adopters" have to say about it.

thm_w:

--- Quote from: Wolfgang on August 25, 2018, 03:16:23 pm ---- the last issue I had (and still have) is the M300 data logger MC3324 combined voltage / current measurement card. It *disrupts* the current of a DUT with every measurement cycle. I reported this as a severe bug.

--- End quote ---

Weird if you look at how they've drawn the block diagram, it seems like that should not be possible. I also don't see the current shunts on the board itself. Are they using the relays to interrupt the shunt somehow?

Wolfgang:
... exactly. The schematics looks nice, but what they do is rip open the bridging relay before the connection to the multimeter current input (including the shunt) is established.
To me it looks like a beginners fault when programming the relay timing. Unfortunately, they refuse to work on this bug.

nctnico:

--- Quote from: Wolfgang on August 27, 2018, 08:07:15 pm ---... exactly. The schematics looks nice, but what they do is rip open the bridging relay before the connection to the multimeter current input (including the shunt) is established.
To me it looks like a beginners fault when programming the relay timing. Unfortunately, they refuse to work on this bug.

--- End quote ---
And how about returning it?

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