Importance of Customer Service: TEquipment and Fluke

[redg]

A few days ago, I started a thread about purchasing a multimeter: https://www.eevblog.com/forum/testgear/multimeter-for-a-motorcycle/

As explained in that thread, I decided to purchase a Fluke 87-5/87V rather than something like a Fluke 17B+ (from eBay, grey market and no Fluke warranty) or a Brymen (which would probably be sourced from Poland) because I decided that it was important to purchase a multimeter that is made by, and warranted by, a company with a local presence, and to make the purchase through a local retailer, with whom I can communicate easily and in my native language.

Two days ago, I ordered the meter from TEquipment in New Jersey and I received delivery, by ordinary FedEx Ground, this morning.

I quickly discovered that there was what appears to be a one-off problem with the display on this unit.

I contacted TEquipment by phone and got through to an actual, real live person within about a minute. On explaining the problem, the TEquipment staff member offered to phone their Fluke rep and call me back. Within 15-20 minutes, he phoned and confirmed that what I observed is not normal and that I should return the meter. TEquipment is preparing the necessary paperwork, which I should receive shortly. In total, resolution of the problem took 30-40 minutes.

It is quite clear that matters would have gone rather less smoothly if I had purchased a meter from eBay, Poland or, indeed, via Amazon, and run into a similar problem. At the very least, resolution would have taken days, and more likely weeks, rather than half an hour, and in the case of eBay could well have wound up in eBay dispute settlement; not to mention the cost of returning the meter, quite possibly to another continent.

Yes, a locally-sourced meter cost more, but that extra cost has more than paid for itself in the saving of time and aggravation I would have experienced if I had run into this, or some other one-off problem, with many of the "cheaper" alternatives.

[A.Huggy]

This is good to hear.  Tequipment seems to be a really honest and well managed company.  Between education discounts, forum discounts, and generous customer service, it's pretty obvious they care about more than profit.   

That's why I gave them my business today.  I ordered several multimeters and a soldering station for the shop.  Hopefully I will have a similar story to tell if one of my purchases turns out to be defective.

[Scottjd]

I had a fluke I ordered from them also that the probes came slightly bend, but I contacted fluke directly to see how they would handle it since I didn't buy a grey market meter for the same reasons. I didn't want to deal with warranty not covered. Fluke was a 10 min call and they said they sent me out a new set of probes.
Fortunately I never had any issues with anything from tEquiptment, but service with questions about products have been fast responses when I ask questions. Shipping had always been fast, well packed and never damaged. I think I've ordered my fluke, oscilloscope, precision power supply and a few other items from them so far.

[nctnico]

It is quite clear that matters would have gone rather less smoothly if I had purchased a meter from eBay, Poland or, indeed, via Amazon, and run into a similar problem. At the very least, resolution would have taken days, and more likely weeks, rather than half an hour, and in the case of eBay could well have wound up in eBay dispute settlement; not to mention the cost of returning the meter, quite possibly to another continent.

Yes, a locally-sourced meter cost more, but that extra cost has more than paid for itself in the saving of time and aggravation I would have experienced if I had run into this, or some other one-off problem, with many of the "cheaper" alternatives.

Sorry but you are sadly mistaken here. I have had some issues with Ebay buys over the years and they always got resolved nicely. After all Ebay sellers don't want to lose their business and the feedback system on Ebay is way more adequate than 'reviews' posted on a company controlled website so all in all paying extra for 'local sourcing' is just wasted money unless you need something quick.

[retiredcaps]

I quickly discovered that there was what appears to be a one-off a problem with the display on this unit.

What was wrong with the display?

[pascal_sweden]

Yes, would be interesting to know what was wrong with the display, and how it could pass through Q.C. in the Fluke factories.

[redg]

What was wrong with the display?

I don't want to sidetrack the discussion. That said, it seems to be a one-off problem, a small but noticeable, and annoying, visual alignment issue. If you've ever used a rangefinder camera, such as a Leica, it's like the images in the central focus square aren't perfectly aligned. It doesn't affect the operation of the meter, and the meter displays correct results.

It's clearly not in spec, but I also think that a less scrupulous retailer or manufacturer might have given me a real run-around over the problem. As someone fairly experienced with eBay, I think that those vendors, in particular, would have been difficult, as well as time consuming, to deal with on this or a similar issue, especially vendors of the grey market Fluke 17B+.

I'll be exchanging the 87V, not ordering a different meter.

[joeqsmith]

I quickly discovered that there was what appears to be a one-off a problem with the display on this unit.

What was wrong with the display?

Yes, would be interesting to know what was wrong with the display, and how it could pass through Q.C. in the Fluke factories.

Agree, it would be good to see a picture showing the defect.  That's a pretty high priced meter from a name brand company to be having any problems out of the box. 

OP, hope you get it resolved. 

[redg]

OP, hope you get it resolved.

As my original post says, this has already been resolved.

Due to great customer service from TEquipment, and apparently Fluke, this was sorted out within about 90 minutes of delivery, and took a total of about 10 minutes on the phone.

[wblock]

This is an interesting thread, because tomorrow I'm going to call TEquipment to set up a return because they couldn't be bothered to issue an RMA by email after several polite requests.  It's been two weeks, and I'm not getting a good feeling about their customer service.  I'm going to return the defective oscilloscope and probably avoid TEquipment afterwards.  Maybe they only respond well by phone.

In any case, I'm glad it worked out for you.

[Muxr]

It is quite clear that matters would have gone rather less smoothly if I had purchased a meter from eBay, Poland or, indeed, via Amazon, and run into a similar problem. At the very least, resolution would have taken days, and more likely weeks, rather than half an hour, and in the case of eBay could well have wound up in eBay dispute settlement; not to mention the cost of returning the meter, quite possibly to another continent.

Yes, a locally-sourced meter cost more, but that extra cost has more than paid for itself in the saving of time and aggravation I would have experienced if I had run into this, or some other one-off problem, with many of the "cheaper" alternatives.

Sorry but you are sadly mistaken here. I have had some issues with Ebay buys over the years and they always got resolved nicely. After all Ebay sellers don't want to lose their business and the feedback system on Ebay is way more adequate than 'reviews' posted on a company controlled website so all in all paying extra for 'local sourcing' is just wasted money unless you need something quick.

I second this.. I've been an eBay user (mostly buyer) since 1999. And I have never had an unpleasant experience in all my years of using it. If anything the rules are a little too slanted towards buyers, but this is understandable.

This is especially true if you buy from high volume sellers.. who will do anything not to get a bad review (since it affects their bottom line).

[joeqsmith]

OP, no picture of the problem then?   

I have damaged a fair number of handhelds including a few 87Vs. The last one, TPS offered to replace.   Even when I explained to Brymen what I was planning to do with the BM869s, they offered to repair or replace it if I damaged it.  The one I should have returned was that Extech EX540 that was a problem out of the box.   

I bet even Harbor Frieght would replace a defective meter with out a problem. 

[redg]

It is quite clear that matters would have gone rather less smoothly if I had purchased a meter from eBay, Poland or, indeed, via Amazon, and run into a similar problem. At the very least, resolution would have taken days, and more likely weeks, rather than half an hour, and in the case of eBay could well have wound up in eBay dispute settlement; not to mention the cost of returning the meter, quite possibly to another continent.

Yes, a locally-sourced meter cost more, but that extra cost has more than paid for itself in the saving of time and aggravation I would have experienced if I had run into this, or some other one-off problem, with many of the "cheaper" alternatives.

Sorry but you are sadly mistaken here. I have had some issues with Ebay buys over the years and they always got resolved nicely. After all Ebay sellers don't want to lose their business and the feedback system on Ebay is way more adequate than 'reviews' posted on a company controlled website so all in all paying extra for 'local sourcing' is just wasted money unless you need something quick.

I second this.. I've been an eBay user (mostly buyer) since 1999. And I have never had an unpleasant experience in all my years of using it. If anything the rules are a little too slanted towards buyers, but this is understandable.

This is especially true if you buy from high volume sellers.. who will do anything not to get a bad review (since it affects their bottom line).

It would be great if nctnico and you could tell us about your successes in returning unwarranted, grey market goods for full refund to eBay sellers, in particular returning a Fluke 17B+ multimeter.

[redg]

OP, no picture of the problem then?

I don't know what your problem is, so I'm going to repeat my last answer to you:

This issue has already been resolved.

Due to great customer service from TEquipment, and apparently Fluke, this was sorted out within about 90 minutes of delivery, and took a total of about 10 minutes on the phone.

As for taking a photo, the issue is sufficiently subtle that capturing it would require the use of a macro lens and controlled lighting, neither of which I'm prepared to bother with.

You participated in my original thread on buying a multimeter, and you started to get slightly aggressive when I decided to purchase an 87V rather than accept your suggestion of a 17B+. Now you are getting more than slightly aggressive.

Take your witch hunt, whatever it's about, elsewhere.

[Monkeh]

OP, no picture of the problem then?

I don't know what your problem is, so I'm going to repeat my last answer to you:

This issue has already been resolved.

Due to great customer service from TEquipment, and apparently Fluke, this was sorted out within about 90 minutes of delivery, and took a total of about 10 minutes on the phone.

As for taking a photo, the issue is sufficiently subtle that capturing it would require the use of a macro lens and controlled lighting, neither of which I'm prepared to bother with. You can take your witch hunt elsewhere.

You are confusing genuine curiosity with a witchhunt. What, exactly, is your problem?

[redg]

You are confusing genuine curiosity with a witchhunt. What, exactly, is your problem?

Now this guy can't speak for himself and has a chorus? Do you Can-Can dance for him too?

[Monkeh]

You are confusing genuine curiosity with a witchhunt. What, exactly, is your problem?

Now this guy can't speak for himself and has a chorus? Do you Can-Can dance for him too?

You must be new to forums. And general etiquette.

[redg]

Yes, a locally-sourced meter cost more, but that extra cost has more than paid for itself in the saving of time and aggravation I would have experienced if I had run into this, or some other one-off problem, with many of the "cheaper" alternatives.

Only if that worth it. I sourced a CertiPrime Keysight MSOX3104A for $6600 w/tax from a forum member in Finland. If I were working with a local business that would be $9k+, anyway Keysight has international warranty, and so does Fluke. I had a serious issue with the scope and it completely fried itself due to a design bug, and Keysight didn't ask one more question before replacing the acquisition board for me for free, plus free local pickup and FedEx-ed the fixed unit to my door.

I'm not saying buying from an authorized distributor is not good, but Jeez, for the sake of price. TEq has excellent service plus 6% cheaper than major authorized reseller, but the price simply can not compete eBay sellers. I once found a new in box Keysight 34470 on eBay for $1200, while the same model from any authorized reseller would be well above $2500 after a deal.

I buy a LOT of things from TEq, but whenever I can source it new in box, or used with warranty, I still prefer eBay.

Totally get this.

I'm talking, as a resident of New York, about a particular product and sources for it where I live. Your view, on a different product, may be very different.

At least you're discussing the issue instead of being on a mission to bash Fluke (except the blessed 17B+), bash TEquipment, or worship the Church of eBay.

[Muxr]

It is quite clear that matters would have gone rather less smoothly if I had purchased a meter from eBay, Poland or, indeed, via Amazon, and run into a similar problem. At the very least, resolution would have taken days, and more likely weeks, rather than half an hour, and in the case of eBay could well have wound up in eBay dispute settlement; not to mention the cost of returning the meter, quite possibly to another continent.

Yes, a locally-sourced meter cost more, but that extra cost has more than paid for itself in the saving of time and aggravation I would have experienced if I had run into this, or some other one-off problem, with many of the "cheaper" alternatives.

Sorry but you are sadly mistaken here. I have had some issues with Ebay buys over the years and they always got resolved nicely. After all Ebay sellers don't want to lose their business and the feedback system on Ebay is way more adequate than 'reviews' posted on a company controlled website so all in all paying extra for 'local sourcing' is just wasted money unless you need something quick.

I second this.. I've been an eBay user (mostly buyer) since 1999. And I have never had an unpleasant experience in all my years of using it. If anything the rules are a little too slanted towards buyers, but this is understandable.

This is especially true if you buy from high volume sellers.. who will do anything not to get a bad review (since it affects their bottom line).

It would be great if nctnico and you could tell us about your successes in returning unwarranted, grey market goods for full refund to eBay sellers, in particular returning a Fluke 17B+ multimeter.

Haven't had to return a Fluke 17B+ but usually it goes something like this. Leave a bad review which starts a dispute of sorts (from what I remembered last time). Each time I've done it and I've only done it twice in all the years, the dispute was resolved with no issues. One time the seller offered me a discount for the damage that wasn't described on a product. And another time I bought an old film camera and I got the wrong camera.. so the seller issued a full refund and told me to keep the camera.

What steps have you taken so far?

[Monkeh]

At least you're discussing the issue instead of being on a mission to bash Fluke (except the blessed 17B+), bash TEquipment, or worship the Church of eBay.

Nobody here is doing any of these things.

[redg]

Thanks TEquipment and thanks Fluke.

Now outtta here.

[joeqsmith]

 

[Wuerstchenhund]

It would be great if nctnico and you could tell us about your successes in returning unwarranted, grey market goods for full refund to eBay sellers, in particular returning a Fluke 17B+ multimeter.

It doesn't matter what the item is, if the buyer says there's something wrong with it and the seller doesn't rectify it then ebay will pretty much always side with the buyer, and if the seller refuses to cooperate then ebay will just refund the buyer on their own whim and taking the money from the seller's account.

It can be a challenge on ebay to find a seller who sells the genuine item, though, as there's a lot of fake and grey market stuff.

[redg]

Update...

This morning, almost exactly 24 hours after I spoke with TEquipment about the issue with the meter, I received an e-mail from a member of its staff authorizing return via UPS Ground.

Tomorrow morning (Saturday), I'll drop by the nearest UPS Store, which is two blocks from my home. Given that TEquipment is one State away, I expect that it will receive the meter Monday or Tuesday, certainly by Wednesday.

I could not be happier with how TEquipment, and the Fluke rep with whom TEquipment apparently spoke, have handled this.

[nctnico]

It is quite clear that matters would have gone rather less smoothly if I had purchased a meter from eBay, Poland or, indeed, via Amazon, and run into a similar problem. At the very least, resolution would have taken days, and more likely weeks, rather than half an hour, and in the case of eBay could well have wound up in eBay dispute settlement; not to mention the cost of returning the meter, quite possibly to another continent.

Yes, a locally-sourced meter cost more, but that extra cost has more than paid for itself in the saving of time and aggravation I would have experienced if I had run into this, or some other one-off problem, with many of the "cheaper" alternatives.

Sorry but you are sadly mistaken here. I have had some issues with Ebay buys over the years and they always got resolved nicely. After all Ebay sellers don't want to lose their business and the feedback system on Ebay is way more adequate than 'reviews' posted on a company controlled website so all in all paying extra for 'local sourcing' is just wasted money unless you need something quick.

I second this.. I've been an eBay user (mostly buyer) since 1999. And I have never had an unpleasant experience in all my years of using it. If anything the rules are a little too slanted towards buyers, but this is understandable.

This is especially true if you buy from high volume sellers.. who will do anything not to get a bad review (since it affects their bottom line).

It would be great if nctnico and you could tell us about your successes in returning unwarranted, grey market goods for full refund to eBay sellers, in particular returning a Fluke 17B+ multimeter.

Haven't had to return a Fluke 17B+ but usually it goes something like this. Leave a bad review which starts a dispute of sorts (from what I remembered last time). Each time I've done it and I've only done it twice in all the years, the dispute was resolved with no issues. One time the seller offered me a discount for the damage that wasn't described on a product. And another time I bought an old film camera and I got the wrong camera.. so the seller issued a full refund and told me to keep the camera.

Not so long ago I bought a new $100 power supply (free shipping) from a Chinese Ebay seller. It didn't arrive after waiting for 5 / 6 weeks (Paypal dispute already opened after sending the seller a notice I would do that but not raise it to a claim immediately); I got a refund without hassle. I ordered the same power supply again and this time it arrived. In another instance I got a faulty product from a US based Ebay seller (also $100 in total). It got replaced without hassle and I didn't need to make a phone call or spend a lot of time.