Keysight Warranty Expiration - No Notification and Web Site Issues - Page 1
Forum section: electronics / testgear

author: JonM
author_rank: Unknown
timestamp: August 11, 2019, 06:11:18 pm
content: Today I pulled out my DSOX3024T to prepare for some debugging work and noticed that the firmware was older than I remembered. So I logged into MyKeysight to check (yes, 7.30.20190514 came out in May).While there I checked on the warranty for this scope (which I thought would expire next month). To my surprise it expires tomorrow! I would have expected to get a message in advance since I am subscribed to multiple email subscription categories.I had decided to extend the warranty assuming the cost was reasonable for a personal use instrument. It looks like it is US$108. /year so that is fine. Then I tried to renew online. First I got a "too many cookies" error that seems to be common at keysight.com. When I did not immediately see how to clear just keysight.com cookies in Chrome I tried Firefox but it got a "The page isn’t redirecting properly" error. So back to Chrome and clearing just keysight.com cookies I finally got to a page where I could request a quote.Looking more closely at my notification settings, I see:"Software update alert" "Weekly" "My assets only" (I never saw a firmware update notice for this scope or my DVM)"End of warranty in next 2 months" "Monthly" "Preferred sites" (Whatever Preferred sites means, could be my problem)"End of agreement" "Monthly" "My assets only" (Maybe I will get a notification tomorrow or the next day?)While I am ranting, Keysight sends the notifications from "usa_orders@keysight.com". Something like "notificationss@keysight.com" would be better. Occasionally I jump out of my seat when I see "usa_orders" thinking "I have not ordered anything from Keysight!".And, the classification of many Discussion Forums Alerts do not make sense. For example, under "Truevolt Series 6.5 & 7.5 Digit Multimeters" the following appeared:Integrated Antenna Received Power SimulationCan BenchVue work with non-Keysight instruments?53131A Error 221 LabVIEWADS Simulation Models from QorvoIt also seems like a lot of those questions go unanswered. Most of us will, of course, ask the question here, on the EEVblog Forum!Hopefully Daniel will see this and relay the concerns...

author: JonM
author_rank: Unknown
timestamp: August 14, 2019, 04:56:23 pm
content: I'm surprised that there were zero comments on this but I assume that it is of interest to individuals who have purchased, or are considering purchasing, new Keysight equipment. There have been some forum posts where someone had an issue after their warranty expired.I got the service agreement, it was US$108 + tax and I am happy.Unfortunately for Keysight, I suspect that it cost them $108 to sell the agreement to me. Keysight had to send me an email because they could not tell from the form submission if I had a broken scope or wanted a service agreement. A day after I replied I got the quote with instructions to call in and provide credit card info. That call took ten minutes, I had to talk to two different people and they had trouble locating my quote even with the quote number. Once they took the cc info my order had to be passed to a sales team for final processing. A couple of hours later I got the final agreement by email.There was a note with the quote stating "Agreements of less than $5,000 per year will be invoiced annually." I probably would have paid for three years if it were possible which would have saved Keysight the trouble of messing with me again next year. Obviously, a simple on-line ordering method could have bypassed all this human interaction and confusion.I never did get an email alerting me that the warranty was expiring or had expired (yes, I checked the spam folder).