Help! oscilloscope dead on arrival?

[Enry511]

Greetings, i'm a brand new user and i have recently bought an oscilloscope (first time ever): Rigol DS1102Z-E. It arrived today and after unboxing it, i plugged it in and... nothing; it doesn't boot. The screen is black, the keys and the fan turn on and off periodically (i left it on for several minutes, but nothing changes), i have tried inserting an USB stick with the latest firmware but it doesn't read the drive with no effect (the stick has a led that lights up when it's accessed, and it blinks at the same rate as the keys...). I checked the mains plug with a multimeter and it is within spec (230V AC) and the fuse near the input plug is good. What is going on? the hardware should be good (it's new with no signs of damage on the exterior whatsoever), so i guess it is a software issue. I have sent an e-mail to Rigol describing the issue and i'm waiting for them to respond. What do you guys think the problem is? maybe the fix is easy but i'm blind... (this is my first scope).

I hope this is the right section on the forum.

[SilverSolder]

[AVGresponding]

Did you buy it new? If so, get it replaced under warranty.

If you bought it from ebay, as used, again, you can return it and get your money back; clearly it does not meet ebay's "used " criteria.

More details on your purchase would help us advise you more usefully.

[Enry511]

Thanks for the replies, i bought it new on Amazon and it arrived from Germany so, fortunately, it's all within the EU. As i said i sent Rigol an e-mail describing the issue and now i'm waiting for an answer. If i have to return it, it will be a first time experience to me, i hope it will go smoothly.

[bob91343]

The proper procedure is to contact the seller first and work through them.  Don't jump directly to the manufacturer, at least not yet.

[bdunham7]

You don't need technical assistance, you need a new unit.  Just exchange it as defective.

[Fraser]

Amazon has a "no nonsense" returns policy where faulty equipment is involved. A prepaid postage label is issued and the item returned for a refund or replacement. The only potential complication is that this appears to be a cross border transaction so you will need to be guided by what amazon say regarding shipping method etc.

Do not try to repair new equipment unless there is absolutely no other choice. DOA equipment can have a production fault that is challenging to repair and you have the right to a refund or exchange. I suggest declining offers to "repair" the unit as when buying "new" you expect "new" and not what will effectively be "reworked" or "refurbished", otherwise known as a Factory 'B' grade product.

Fraser

[nctnico]

Thanks for the replies, i bought it new on Amazon and it arrived from Germany so, fortunately, it's all within the EU. As i said i sent Rigol an e-mail describing the issue and now i'm waiting for an answer. If i have to return it, it will be a first time experience to me, i hope it will go smoothly.

Return it to Amazon for a replacement. It is simple as that! Don't wait; the longer you wait the more reason you give Amazon to doubt you. Put it in the box right now and send it back.

[GerritMax]

Thanks for the replies, i bought it new on Amazon and it arrived from Germany so, fortunately, it's all within the EU. As i said i sent Rigol an e-mail describing the issue and now i'm waiting for an answer. If i have to return it, it will be a first time experience to me, i hope it will go smoothly.

Then you should contact Amazon first.

[Enry511]

Thanks again for the replies, i contacted Amazon today via the website and i am waiting for an answer via email. I also tried a phone number to speak with a human, but the number was not active anymore. All i have to do i wait i guess.

[Fungus]

Thanks again for the replies, i contacted Amazon today via the website and i am waiting for an answer via email. I also tried a phone number to speak with a human, but the number was not active anymore. All i have to do i wait i guess.

Every time I had a problem with Amazon I clicked the "call me" button and a human called me within about a minute.

(Maybe that's just Amazon Spain...)

[nctnico]

Thanks again for the replies, i contacted Amazon today via the website and i am waiting for an answer via email. I also tried a phone number to speak with a human, but the number was not active anymore. All i have to do i wait i guess.

Well, the usual way is to just put it in the box and send it back. If there is a return form in the box then fill that in or fill in the return form online. I don't get why the oscilloscope isn't put in the post yet. Why do you want to contact Amazon anyway? Do you think the call center employee can help you fix it? They can't and they will tell you to ship it back for a replacement. It is even possible that you can't get a replacement but just have to re-order another one. Many webshops work that way nowadays. Send an item back for a refund if you don't like it and just order a new item.

[Enry511]

I wanted to contact Amazon to tell them that i want a replacement and i thought that calling an operator would sort things out faster. The thing is that it was Rigol themselves who shipped the scope. To who do i have to ship it to? that's why i contacted Amazon. Wouldn't sending back something with no warning / agreement be worse?

[Fraser]

So you bought the Scope from Amazon Marketplace and not Amazon ?

If so, the rules are different. Amazon will support you if there are issues but the purchase contract is effectively between you and the Marketplace seller. That seller may have their own process for dealing with DOA cases like yours. By contacting Amazon you are bringing Amazon into the loop which is good but they will likely ask you to contact the seller direct and ask fro an RMA and shipping label. If a marketplace seller does not follow Amazons strict customer support rules then they get kicked off Amazon Marketplace so the seller will usually be helpful. I believe Amazon effectively underwrite purchases via their Marketplace so you are well protected if the seller refuses to help. Amazon do not deal with marketplace returns directly though so sending the unit to Amazon without their agreement would have been a bad move.

Fraser

[SilverSolder]

I wanted to contact Amazon to tell them that i want a replacement and i thought that calling an operator would sort things out faster. The thing is that it was Rigol themselves who shipped the scope. To who do i have to ship it to? that's why i contacted Amazon. Wouldn't sending back something with no warning / agreement be worse?

Don't ship anything until you get a RMA label (i.e. seller pays shipping, and there is no doubt where it is going!)

[Enry511]

This is encouraging, but it's sunday now so i have to wait till a business day for the reply and yea it was marketplace

[S. Petrukhin]

This is encouraging, but it's sunday now so i have to wait till a business day for the reply and yea it was marketplace

Don't worry. Rigol is a decent company, they do not have the task to sell a marriage to a buyer and deceive him. I think they will replace without question, just follow the rules and procedure.

In the meantime, try holding down the "RUN/STOP" or "SINGLE" button when you turn it on (I don't remember exactly which one, try both in turn). This will allow you to set the default firmware and reset it to the factory state.

[trmntr]

Enry511, Greetings! How was your problem solved in the end?

[wasedadoc]

Enry511, Greetings! How was your problem solved in the end?

Enry511 has not logged in to the forum since December 2020. Do not hold your breath waiting for a reply.

[S. Petrukhin]

Enry511, Greetings! How was your problem solved in the end?

Enry511 has not logged in to the forum since December 2020. Do not hold your breath waiting for a reply.