Help! seeking advice with Rigol scope from Emona Instruments - Page 1
Forum section: electronics / general

author: Kangurito
author_rank: Newbie
timestamp: April 04, 2014, 11:26:12 pm
content: I'm hoping somebody can help me out. While I've been a follower of the EEVBlog for years and just love it, this post is my very first on the forum.Question: is it normal when you buy an new scope and pay full price to receive a used model, possibly a refurbished one?Last sunday, after watching they reviews on the Rigol DS2072A, I excitedly purchased one online from Emona Instruments in Australia. I live in Canberra and after looking around decided that buying from a local supplier would be best all round.I paid AUD $1043.90 for the scope, including tax and delivery. Seemed like a reasonable deal for a NEW scope.The scope arrived on Thursday and I excitedly unpacked it but quickly realised that it looked a bit used, perhaps recycled or a demo model... who knows?Here's what I noticed.... dirty rubber feet underneath. A few scratches around the probe connectors. Trial minutes: 1713. Is this normal? Should I have more trial minutes? The IP address had been configured and the date/time had been set to EST Sydney time. Unless the machine has ESP, how could this be? The test signal posts are bent and the probe connectors are off-center to the plastic case... looks re-assembled.I know that Emona run a instrument refurbishing business so could this scope have somehow slipped into the new stock range by mistake? I wonder.Anyway, what should I do? I don't want to send it back because it has warranty, works well and has not functional problems but I feel a bit miffed because when I pay for a new scope I want to receive a new scope, not a used one.I need to buy more test equipment but am not sure I want to buy from Emona again. Any advice?RegardsTrev

author: Bored@Work
author_rank: Super Contributor
timestamp: April 05, 2014, 05:17:51 am
content: If what you say is right, then Emona didn't hold up their end of the deal. That means you should send it back and either get a new one, or get your money back.But you wrote you don't want to do the obvious and right thing, sending it back. So what kind of help do you expect? It sounds you have already decided to let them get away with it. Then at least ask for a partial refund.

author: GeoffS
author_rank: Unknown
timestamp: April 05, 2014, 06:24:06 am
content: Emona list the DS_2072A-S at $1324 plus GST so unless they offered you a great discount, I'd say you've got a demo unit.It should state that it's a demo unit on your invoice but I'd confirm this with the supplier.

author: SPRX
author_rank: Regular Contributor
timestamp: April 05, 2014, 06:31:12 am
content: Thank you for sharing your experience when dealing with Emona, and I was also about to buy a scope through them due to a local distributor but seriously re-considering it now.B.T.W. sorry to hear your story, but, as Bored@Work suggested, see what they can offer you.

author: poida_pie
author_rank: Regular Contributor
timestamp: April 05, 2014, 07:28:02 am
content: Kanga says he bought a 2072A, not the 2072A-SCurrent Emona pricelist shows $1027.40 including GSTcheck it herehttp://www.emona.com.au/catalogue.aspWith extra delivery costs of about $20 I think this is correct price for the item shown in the catalog.I think it's clear that he ordered a new 2072A, paid the correct price for a new 2072A and got a refurb or returned unit.I have bought a Rigol DS1102E and a Rigol DG1022 from Emona. Both items were new stock.I wonder what happened..

author: GeoffS
author_rank: Unknown
timestamp: April 05, 2014, 07:35:33 am
content: Quote from: poida_pie on April 05, 2014, 07:28:02 amSorry, my mistake.A typo in my search of the Emona website.I would be talking to Emona first thing Monday. Replacement with a new one unless they offer a reasonable discount.

author: GreyWoolfe
author_rank: Unknown
timestamp: April 06, 2014, 12:27:35 am
content: Kangurito, when you talk to them, be polite but firm. You will attract more flies with honey than with vinegar. If they refuse to do the right thing, politely inform them that it would probably be easier to do the right thing than to involve whatever consumer protection agency you have there. Don't let them walk on you, that is, as far as I am concerned, a significant amount of money spent and I would want my money's worth.

author: Kangurito
author_rank: Newbie
timestamp: April 06, 2014, 12:54:06 am
content: Thanks everybody for your comments and advice. I really appreciate it.Going forward, my strategy will be be to talk with them about the problem and push for a discount because I clearly have a used or refurbished scope. Who refurbished it and when is the question I would like answered. What is a fair discount to request? Does anybody know if there any way to check the owner history by serial number with Rigol?From what I have heard, Emona is a top-notch aussie company so I can't imagine that they intentionally tried to off-load a used item as new. I hope and suspect that, when I get to the bottom of the problem, it will be an 'administrative' error or something like that. If the scope has been factory re-furbished then Emona have become innocent victims in this so I intend to find out who is responsible and how this happened.Upon reflection, I have more questions that answers because there is a lot that is new about the scope as well. The packaging appears to be factory sealed and the scope has the Rigol "warranty void if removed" sticker in tact which means either Rigol or an authorised repairer put it there. The probes are clearly brand new and were in their sealed, unopened plastic bags. Everything looks new except for the actual scope. Could it have been a demo model or could it have been factory re-furbished? The plot thickens. As mentioned in my first post, it has scratches around the probe connectors, dirty rubber feet indicating that it had been used. The TCP/IP address had been set and the date/time set to EST Sydney. The scope calibration certificate is ex China so I can't imagine that Emona would have needed to re-calibrate it unless it had been repaired by them... a time consuming activity.Rigol calibration date, ex china: 26-Feb-2014, so the scope, up until recently, was in China.... could it be a factory re-furbish job which would explain the mis-aligned probe connectors AND have been an Emona demo model which would explain the dirty rubber feet?I was planning to buy a Rigol power supply from Emona Instruments too but will wait and see how this goes.

author: VK3DRB
author_rank: Super Contributor
timestamp: April 06, 2014, 06:09:15 am
content: If it has been used, at least it has been burned-in. But you don't know if it has been abused. If you paid new price, expect new. Don't settle for used, on principle. It is a lot of money. I see this sort of thing occasionally in industry, but not from Emona though as I have only had good dealings with them. Sounds like a simple admin error like you say.Best to trust no-one.Please post what happens with Emona! I am sure everyone would like to know the outcome.In any case, enjoy you new CRO.

author: digital
author_rank: Contributor
timestamp: April 06, 2014, 08:47:07 am
content: Hi If it was me I would demand a new scope and a refund for the cost of sending the unit back to Emona.Cheers

author: EEVblog
author_rank: Unknown
timestamp: April 06, 2014, 08:48:37 am
content: Emona are a very reputable company, they wouldn't knowingly give you a demo unit when you bought a new one. I suspect it's a stock/shipping mistake.You should certainly have got a new one.Speak to John South about it, he posts on the forum frequently and will sort it out.

author: digsys
author_rank: Unknown
timestamp: April 06, 2014, 09:34:18 am
content: I, and many others I know, have dealt with them for many years. I'm 100% certain it's a mistake, or was opened for demo and putback without notifying sales etc. They are extremely helpful when there are issues though. Give them a call and be nice.Don't Panic :-)

author: John South
author_rank: Contributor
timestamp: May 05, 2014, 11:48:22 pm
content: Hi All - I am currently trying to get hold of Trevor regarding his DS-2072A - we were made aware of this issue when he phoned Emona yesterday afternoon.Emona does not sell ex-demo or refurbished equipment unless the customer is aware of it and then a price can be negotiated so I am disappointed to hear of this case and really don't know what could have happened but will get it sorted with Trevor .Whatever happened with this particular scope I will get to the bottom of as we basically carry a lot of new stock from Rigol and our demonstration stock is kept separate.Rigol also don't send us refurbished gear unless we are aware and it is again kept separate.We have been carrying Rigol basically since they began making bench scopes and even prior to these units being sold under the Agilent name and have shipped hundreds of units and , as far as I am aware this hasn't happened before.Anyway as soon as I can get hold of Trevor I will get it sorted.John