Is there any Rigol after-sale technical support available? - Page 1
Forum section: electronics / testgear

author: luis garcia
author_rank: Regular Contributor
timestamp: June 09, 2023, 05:23:53 pm
content: Hi.I have tried several technical support Rigol adddresses that I found on Google but none of these seem to work, I mean no answer from them so far. (after 8 days)Any recommended Rigol address to ask for technical support, that might work ?L.

author: mwb1100
author_rank: Frequent Contributor
timestamp: June 09, 2023, 07:11:04 pm
content: I have used help@rigol.com for a technical issue I was having with a probe and they were responsive.I also had a non-technical interaction about an issue with option licenses I ran into and they were also very responsive with that. I can't remember if I also used help@rigol.com or info@rigol.com for that.Those addresses are said to be for Rigol North America - I don't know if they'd just handle your issue or if they'd redirect you to Rigol EU. If you are having trouble getting support from Rigol EU, then it can't hurt to try Rigol NA's support.You might also get some help here on the EEVBlog forum - there are a lot of people with Rigol equipment and who are just generally knowledgeable about test equipment.

author: luis garcia
author_rank: Regular Contributor
timestamp: June 09, 2023, 09:05:42 pm
content: Thanks for your answer.The official address for technical support here is info-europe@rigol.com.I dont remember if i tried the NA address. I will try.The issue i am having may be related to some bug in the firmware. When capturing a waveform the usb interface gets dead.I see the scope disconnected from the usb bus (i am using a bus analyzer) when i ask for a single byte beyond 200K. Then i need to disconnect the device from usb and reconnect again. Obviously this is not a expected behavior.

author: luis garcia
author_rank: Regular Contributor
timestamp: June 15, 2023, 02:17:05 pm
content: help@rigol.com does work, but they say they are forwarding the issue to R&D and then the story finishes.

author: PatrickB
author_rank: Regular Contributor
timestamp: June 30, 2023, 04:09:19 pm
content: Hi Luis,Have you contacted Siglent in Germany for your issue?For more a month, have you received an answer, a solution from Siglent R&D or are you still waiting for their feedback?

author: wasedadoc
author_rank: Super Contributor
timestamp: June 30, 2023, 04:16:16 pm
content: Quote from: PatrickB on June 30, 2023, 04:09:19 pmWhy would someone contact Siglent about a Rigol question?

author: PatrickB
author_rank: Regular Contributor
timestamp: June 30, 2023, 04:36:12 pm
content: Oops, simply replace the Siglent name with Rigol

author: Tangent_Tracker
author_rank: Regular Contributor
timestamp: June 30, 2023, 05:27:28 pm
content: I have found them very unhelpful, especially the company that sells Rigol equipment over here in the UK. We had no end of trouble with our unit, which was nearly a grand with 16 channel MSO. The soft scope buttons always felt awkward. Personally, I'd give them a miss. Our's sits in the lab in the corner and is not used.In fact, for low frequency stuff (485 comms and logic etc.) my £6 logic analyser with Pulseview has proven many times more useful and far more reliable than the Rigol scope ever was! Such a shame but there you go.