How do you deal with a Rigol service issue? - Page 1
Forum section: electronics / testgear

author: Ecklar
author_rank: Regular Contributor
timestamp: December 20, 2014, 01:47:03 am
content: Has anyone here bought a Rigol scope from either Tequipment or Saelig and had a problem with the scope such that they needed service? If so, what's the deal in that did you return it to the seller or do you then deal directly with Rigol North America (I'm in US). Could you share the procedure and your experience?Eck

author: Prime73
author_rank: Regular Contributor
timestamp: December 20, 2014, 02:14:01 am
content: I had an issue not with the scope itself but with one of the probes that came with it - I couldn't compensate it at all. I've got a hold of Tequipment support and they were dealing directly with Rigol to send me a replacement under warranty. The support staff from Tequipment was really helpful and professional.

author: Rory
author_rank: Frequent Contributor
timestamp: December 20, 2014, 05:14:00 am
content: My DSA815-TG had a particular problem where it wouldn't respond normally to the front panel controls. I emailed RigolNA describing the problem and got an RMA from them, shipped it at my expense to their facility near Chicago, and waited. Through several email exchanges and a couple of phone calls I learned they could not replicate my problem. They kept it for several weeks (asking beforehand) but it never failed for them. They shipped it back to me and the problem hasn't repeated itself since.Dealing with them wasn't difficult, they were pretty decent to talk to.

author: tequipment
author_rank: Regular Contributor
timestamp: December 22, 2014, 04:39:29 pm
content: Just to add to this discussion if anyone has any issues with an RMA with Rigol just send us an email and we will make sure it moves along.Service is important!ThanksEvanTEquipment.NET

author: AG6QR
author_rank: Frequent Contributor
timestamp: December 22, 2014, 09:50:03 pm
content: Quote from: Ecklar on December 20, 2014, 01:47:03 amI had an issue with my DS1052E which I purchased about three years ago from TEquipment. Something like 6 months after I got it, it started having intermittent problems where it wouldn't power up. It would get a screen full of garbage and hang up before starting. If I powered it off and powered it back on enough times, I could usually get it to start eventually, but that's not how it's supposed to work. I first contacted TEquipment, and they told me to contact Rigol. I contacted Rigol NA, and they gave me an RMA authorization and told me to ship it in. They replaced the main board and sent it back to me. It behaved well for several more months, and then the problem recurred. They told me to send it in again, and this time, they replaced the power supply, and apologized for not getting it right the first time. It has behaved well since.I paid for the shipping costs to ship it to them, and they repaired it and shipped it to me at their expense. I'm a bit disappointed at having to ship it to them twice, but that's the only issue I have with the process. They were pleasant enough and fast enough.

author: Corporate666
author_rank: Unknown
timestamp: December 23, 2014, 03:37:05 pm
content: I got one of the DP832's with the bad regulator... I shipped it to Rigol (they paid return shipping). It took several weeks for it to get fixed, but it came back and seemed fine. I was getting no response from Rigol, so I contacted TEquipment and they got someone from Rigol to get in touch with me - big thumbs up to TE!Several months ago, the screen displayed garbage and then it locked up. Happened a couple more times, then it just wouldn't boot up. I contacted Rigol and they said they were going to probably just replace the unit... I waited some time to send it in because they had no replacement units available, and after I sent it in... it waited for maybe a month or two without hearing anything and no response to several emails. When I started calling, they shipped a replacement unit to me.I don't think they have the intention to give bad service, they just need to dedicate a person or team to customer service and get some kind of issue tracking system so that things don't get forgotten about.Having said that, my replacement DP832 has been working great and I love the PSU. I also have a DS2072 and never had any issue with it, and their function generator the same.