Saelig Owon Scope FAIL - Page 1
Forum section: electronics / general

author: geo_leeman
author_rank: Regular Contributor
timestamp: August 13, 2014, 02:17:28 am
content: I bought an Owon SDS7102 from Saelig upon the recommendation of both the scope and the company from friends (9/30/13). Sadly after not much use at all, the unit wouldn't boot. I sent it back and the display module was replaced, it was quickly returned and I thought that this was great service!Sadly, the story doesn't end there. After <20 hours of use (but several months), the scope failed again! I again sent it back and it was returned saying that an on-board connector was cleaned. Hmm.. Not sure how it failed in the first place. I unpacked the unit and to my horror heard a loose part rattling inside the case!I called the staff again and the unit is on its way back to Saelig again. The scope has been in shipping or turned on at the Saelig lab more than in my own! They were very reluctant to replace what seemed to be a lemon unit. According to them there is a <1% return rate and practically no re-returns on these. After emailing, calling, etc I finally was able to pull teeth and have been told that a new unit will be sent. I received a short "we're sorry for any inconvenience" email and little empathy on the phone. While I understand that all of their units are working great, this one isn't. I was initially very happy with the customer service, but that is gone. In a situation like this a new unit should have been overnighted with gushing apology to keep a customer and their referrals.

author: dannyf
author_rank: Super Contributor
timestamp: August 13, 2014, 12:34:07 pm
content: QuoteWell, at least you / we know which scope NOT to buy,

author: geo_leeman
author_rank: Regular Contributor
timestamp: August 13, 2014, 04:48:59 pm
content: Quote from: dannyf on August 13, 2014, 12:34:07 pmThat's the truth! I'm just shocked at the lousy and slow service from Saelig. I should have known better than to get a non-big name scope thinking that it'd be fine for a home lab and occasional use on the bench at work. They still haven't shipped the replacement that was promised on Monday either.

author: Corporate666
author_rank: Unknown
timestamp: August 14, 2014, 04:49:34 pm
content: Quote from: geo_leeman on August 13, 2014, 02:17:28 amBoth Saelig and Owon are pretty clear in what their warranty covers and what the return procedures are. This scope is almost a year old, and you said yourself you have used it less than 20 hours... so it's very minimal use on an entry-level scope. Other than petulance, for what reason should Saelig spend $200 to overnight a replacement?I don't imagine they are lying about the return rate... and it's unfortunate that sometimes "shit happens". But when customers start demanding parts be overnighted so that they can remain happy and not compromise referrals - they immediately identify themselves as whiners. Sorry for the harsh term, but it's true. Unreasonable customers aren't the ones you bend over backwards to help - they get everything "by the book" and nothing less (or more).

author: geo_leeman
author_rank: Regular Contributor
timestamp: August 14, 2014, 04:55:11 pm
content: Quote from: Corporate666 on August 14, 2014, 04:49:34 pmI understand your point. I in fact never asked for the scope to be overnighted. I was very patient with the first returns because sometimes bad things do happen... but having to send it back a third time due to a servicing error would try anyone's patience. I've always been respectful in my communications with Saelig. As of now (Thursday) I still have no confirmation that a new scope has even shipped. Customer service should really be a bit more responsive is my main point.