@robaroni I'd like to start out by saying that I'm sorry you're unhappy with your service / support interaction. If you'd like, please PM me and I'll send you my direct email address - I can't promise that I can do everything you ask, but I can guarantee that you'll be in touch with someone who is very happy to get your feedback and pass it on to the responsible parties here at R&S.
Unfortunately I can't find out because your tech dept. doesn't even have basic schematics that trouble shoot down to board level. It's always been that way? Maybe you shouldn't have told me that, I think end users should have the right to repair with schematics and access to parts, it's not a good omen that your tech dept. doesn't even have schematics.
Just curious: have you tried getting schematics for current products from Rigol or other T&M instrument manufacturers? I would be
very interested in seeing them.
So they referred me to your service dept. and it might as well have been a robot, I get it you want me to send my scope in for repair, what's that going to cost? I lost the connection and she never called back or emailed me with costs. I get it again, we're small potatoes.
Again, please PM me with your information and I will find out what happened and speak to whomever you spoke to. Assuming this is North America, I personally know everyone in our technical support center, and they are all very customer-focused professionals.
They worked in a snow storm because they know they're in trouble and have to find solutions, they got upstaged again by China. Maybe they should invite me to their board meeting, I'll be happy to tell them how the bear went through the buckwheat.
We actually just had a record year
I have regular conversations with everyone on our scope team, including product management, sales, marketing, development, etc. I can assure you that any feedback you provide me with will be carefully listened to.
So tell me why I shouldn't get a bigger Rigol for my next scope? That's rhetorical..... are you sure you want to have this conversation?
Yes, I very much want to have this conversation. Feedback from customers (even unhappy customers) is very important to us and drives almost everything we do at R&S. As both someone who has worked in test and measurement for almost 30 years as well as an avid electronics hobbyist, I very much understand your frustration and would also very much like to see if there is something we can do to address it.