RANT - Instek America Support, Tequipment.net - Page 1
Forum section: electronics / testgear

author: Unknown
author_rank: Unknown
timestamp: August 28, 2013, 09:00:08 pm
content: #1.Tequipment.net forgot to send the Free Software Promotion for the GDS-3352Power Analysis Software & Serial Bus Decode,now they seem to have sent only the Power Analysis.http://www.tequipment.net/Instek-Promotions.html#2.Instek America sent the wrong Firmware, now the scope is dead.ofcourse silence, no emails returned, that means was intentional.had to Translate my letters to Chinese and email Taiwan.asking for a safe mode upgrade .opg file.the scope was nice when working, some bugs with FW 1.08here are some screenshoots, GDS-3352 vs. GDS-1102A-Uwas not probed with the small spring,.the 20ppm was/is much better.

author: Rigby
author_rank: Super Contributor
timestamp: August 28, 2013, 11:50:14 pm
content: Quote from: JuanPC on August 28, 2013, 09:00:08 pmEh, not likely. I highly doubt that GW Instek would intentionally brick a scope. Some firmware update procedures are just poorly coded and fail a lot.I don't know how you're addressing these people in emails or over the phone, but I will say that even if you're a customer that's been wronged, giving attitude to the support staff won't get you to a fixed product any sooner. If you're treating those folks poorly, get ready to wait. If you're being civil, then hey, you're ahead of the curve.Keep records of all communication with Tequipment.net and GWInstek, and if they don't capitulate and fix your scope while you're being civil, then post those emails and recordings all over the web and they'll quickly get it fixed.If you're in the USA, you're within your rights (if it's been less than 60 days or something) to reverse the charges on your credit card, if it really comes down to that, but this is a last resort. That ALWAYS gets a response from everyone involved.

author: Unknown
author_rank: Unknown
timestamp: August 29, 2013, 08:45:10 am
content: Quote from: Rigby on August 28, 2013, 11:50:14 pmThats why i like to pay with paypali can always escalate.im done with instek america,will try one more time with taiwan.you should see what the wrong firmware does to the machine,problem was... the .pdf upgrade instructions is generic 2kA & 3k.but the firmware is not.i asked if there was a better firmware for the 3352, the fw i had, has bugs,in reply i was given the "latest" firmware for the 2000 & the manual,i was too happy to notice, i trusted Instek.big mistake...¿how would i supposed to know the firmware was a trap...?i asked latest firmware and was given the wrong,the devilthat works on instek has been working long enoughto know...its not like: its new on the job, or the job is "too hard."just search the hard drive for a 3k file, and email it, is that job to hard?when scope was ruined, i asked the safe mode upgrade file,"the only way to revive the scope or know if is completly ruined or if needs a new kernel too",the second file i was given was "the right firmware" but for the "standard upgrade" = useless.the standard upgrade file is .upg, "when the scope is working."& the fail safe upgrade is .opg "when things go wrong, but not this wrong."¿why not send both files, if the manual assumes i should have them? that should been a Warning!i asked the .opg file specific, and was given the .upg.sabotage with-in the company, there is no other way to explain so many mistakes.just like that movie ....http://www.imdb.com/title/tt0337563/here is the manual for you to enjoy...

author: Computeruser
author_rank: Regular Contributor
timestamp: August 29, 2013, 11:09:30 pm
content: Instek America sent the wrong Firmware, now the scope is dead.of course silence, no emails returned, that means was intentionalIntentional ? I highly doubt it.I have a GDS2304. It came with Pre-Function Generator firmware so the Function Generator would not run.I contacted GW Instek Support and got a Drop Box link for V1.15 firmware and the manual. The manual was clear enough that the procedure had to be run twice for firmware earlier than V1.07. My level was V1.08 so I only had to run it once.I read the manual first, did the upgrade second and it worked fine.Now the GW Instek site hosts firmware (much better) and I got V1.17 just recently and updated again.Neither of my downloads contained the opg file. Only the upg file was included.You are saying GW Instek will not give you the opg file? As suggested above, escalate.The scope is a good scope and GW Instek Support has been good as well..... C

author: Unknown
author_rank: Unknown
timestamp: August 30, 2013, 01:32:14 am
content: Quote from: Computeruser on August 29, 2013, 11:09:30 pmTaiwan sent the v1.17.opg file for the 3k & the scope is now up & running flawless, all bugs gone.did tests & upgraded to the v1.21.upg 3k, but didnt see any changes,the v1.17 was a BIG improvement over the v1.08,the v1.21 VPO seems faster detecting jitter&glitches, but slower recording .png to usb drive.i wish Instek had a .txt with the changes, like rme-audio.com does with its drivers.the only feature missing is a more complete  menu, able to change time, to frequency or period, like  menu.and a full screen XY mode. "Maximize"VPO off should be on the left, next to Auto mode. "maybe on both sides fully CW & CCW"the new FW is very nice, scope is working flawless.Improvements/changes i could detect:SPC was missing in the v1.08 FW,VPO in XY mode didn't turned-off in the v1.08 FW.VPO was off in ET mode >10GSa/s with the v1.08FW.All menus can be turned-off in new Firmwares.VPO is faster in new Firmwares, "now glitches & jitter appear easy, like it should"VPO in the v1.08 FW could not detect small glitches/ripples over >1GSa/s, "small glitches disappeared over >1GSPS"."maybe other changes/fixes but can´t remember."New Firmwares

author: tequipment
author_rank: Regular Contributor
timestamp: October 08, 2013, 12:58:59 pm
content: Hello. This is Evan from Tequipment. Can you shoot me an email about your situation. I will make sure to take care of it.Did you get the software you needed? If not I will take care of that as well. Also who from my office did you talk to?My email is evan@tequipment.net.I will take care of this for you and get to the base of any issues you are having. Thanks for the business and I look forward to hearing from you.Evan CirelliVice PresidentTEquipment.NET