Author Topic: Keysight products not to be sold to private customers?  (Read 12059 times)

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Offline Monkeh

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Re: Keysight products not to be sold to private customers?
« Reply #25 on: February 23, 2021, 03:26:29 pm »
no, that's not true anymore. See the latest Firearms directive which has outlawed quite a lot of nice machinery practically overnite over here.
What part? i just had a quick read and didn't see anything specific to machinery, can you give an example of machinery outlawed?

A firearm being a machine..
 

Offline gslick

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Re: Keysight products not to be sold to private customers?
« Reply #26 on: February 23, 2021, 04:29:42 pm »
I've ordered parts and accessories from Keysight directly and bought a couple of meters from different retailers plus Keysight's eBay store.  It might be worth calling Keysight's office in Germany and speaking to them directly.

In the past replacement parts could be bought directly from Agilent in the US, ordered and paid for online through their replacements parts page, as an individual.

https://www.keysight.com/my/fapHomePage

Sometime in the last few years that changed. Anyone can register for an online Keysight account, but then you need to go though an additional authorization process to add the replacement parts purchasing capability to the online account. That needs to be done using a business address and email account, not a personal email account. There is some level of verification that it is a valid business address and email account.

I tried to get an online Keysight account authorized for replacement parts purchasing online as an individual last year and was unable to do so. I ended up calling their parts number on the phone and taking to a human to successfully place the order. At the time I didn't try talking to the human about getting the online replacement parts capability added to my account, maybe that is something they could do if you talked to a human on the phone about it.
 

Offline 25 CPS

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Re: Keysight products not to be sold to private customers?
« Reply #27 on: February 23, 2021, 04:37:03 pm »
I used to buy parts from Rohde & Schwarz (USA) but the last time I put in an order, after they took it, they turned around and notified me that their home office will no longer let them sell to individuals.
Same here in the Netherlands.

I understand why businesses don't want the overhead of bad customers but it sounds like individuals are being tarred with a pretty broad brush here.

That's good to know about Rhode and Schwarz.  It's surprising to me, and extremely disappointing that they'd turn around to both of you as existing customers that they've sold to before and have an existing business relationship with, and blanket applied the "no individuals" policy, leaving you in the lurch in the process.  That old saying about being 10x easier to keep an existing customer than getting a new one comes to mind so I really wonder what they're thinking with alienating existing customers like that.  It certainly makes me reconsider buying any Rhode and Schwarz gear pretty strongly.

That's actually one of the reasons why I've leaned strongly towards buying Keysight (Agilent, Hewlett Packard) where possible.  They've been great to deal with, parts availability has been great when I've needed it, and the amount of legacy product documentation that they've kept online is fantastic.  It's a shame that individuals have been shut out in at least some locations.  This hasn't affected me so far, but I worry about the practice spreading.
 

Offline xmo

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Re: Keysight products not to be sold to private customers?
« Reply #28 on: February 23, 2021, 06:21:18 pm »
Despite having placed several previous orders with R&S including having a customer number, they insisted that: "Per our main office in Germany, could you provide us with an official document like a W9 which shows the company name and address?"

I brought this to the attention of the rep that had previously taken my orders & was told they would check on it.  No one even had the courtesy to get back to me.

What these companies may not consider is that the little guy with a lab in his basement works for somebody - and maybe that somebody buys a lot of stuff.

In the last couple years my employer has spent close to a half million USD on test & measurement products.  The majority of that business went to Keysight with the rest to Tektronix, Anritsu, and Viavi (Aeroflex) 

Sorry, R&S, but if  I am not good enough to do business with - why would I recommend your products to my employer - or to anyone for that matter.
 
 

Offline Bud

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Re: Keysight products not to be sold to private customers?
« Reply #29 on: February 23, 2021, 06:34:25 pm »
  I worry about the practice spreading.

This is how it was before, if anything it would be going back to what it was, nothing new.
Facebook-free life and Rigol-free shack.
 
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Offline Rich@RohdeScopesUSA

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Re: Keysight products not to be sold to private customers?
« Reply #30 on: February 23, 2021, 10:35:31 pm »
Despite having placed several previous orders with R&S including having a customer number, they insisted that: "Per our main office in Germany, could you provide us with an official document like a W9 which shows the company name and address?"

I brought this to the attention of the rep that had previously taken my orders & was told they would check on it.  No one even had the courtesy to get back to me.

What these companies may not consider is that the little guy with a lab in his basement works for somebody - and maybe that somebody buys a lot of stuff.

In the last couple years my employer has spent close to a half million USD on test & measurement products.  The majority of that business went to Keysight with the rest to Tektronix, Anritsu, and Viavi (Aeroflex) 

Sorry, R&S, but if  I am not good enough to do business with - why would I recommend your products to my employer - or to anyone for that matter.
Hi xmo - I shot you a PM.  If you have time, would greatly appreciate a reply.

Thanks,
Rich
 

Offline xmo

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Re: Keysight products not to be sold to private customers?
« Reply #31 on: February 23, 2021, 11:57:52 pm »
I answered Rich.  For the group, this is definitely not a Keysight issue.  I had zero problem buying from them now or in the past.  Here is a picture of my new Keysight scope helping me look at FM IBOC.

Also, to point out the value of good customer relations - I'll attach a screen shot I grabbed yesterday during training we are receiving on our new Keysight system that does 24x7 spectrum awareness, geolocation, and interference hunting.  Sorry, didn't look at R&S.

 

Offline Stray Electron

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Re: Keysight products not to be sold to private customers?
« Reply #32 on: February 24, 2021, 03:03:29 am »
I've ordered parts and accessories from Keysight directly and bought a couple of meters from different retailers plus Keysight's eBay store.  It might be worth calling Keysight's office in Germany and speaking to them directly.

In the past replacement parts could be bought directly from Agilent in the US, ordered and paid for online through their replacements parts page, as an individual.

https://www.keysight.com/my/fapHomePage

Sometime in the last few years that changed. Anyone can register for an online Keysight account, but then you need to go though an additional authorization process to add the replacement parts purchasing capability to the online account. That needs to be done using a business address and email account, not a personal email account. There is some level of verification that it is a valid business address and email account.

I tried to get an online Keysight account authorized for replacement parts purchasing online as an individual last year and was unable to do so. I ended up calling their parts number on the phone and taking to a human to successfully place the order. At the time I didn't try talking to the human about getting the online replacement parts capability added to my account, maybe that is something they could do if you talked to a human on the phone about it.

  Since when?  I last ordered parts for a HP 34401A directly from Keysight about a year and a half ago and had no problem at all.  Are you ordering and want to be "billed"?  That's the only reason that I can think of that might cause them to want your corporate information.  I've been buying parts from them for the past 37 years and having them sent directly to my home and I always paid by a personal credit card even when the part was for corporate use and I've never had any problem getting parts from HP, Agilent, Keysight. I have ordered meter handles that cost $7 and change but they always shipped everything to me by Fedex overnight shipping!  That alone generally cost about $30 even for a small item.
 

Offline gslick

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Re: Keysight products not to be sold to private customers?
« Reply #33 on: February 24, 2021, 06:40:55 am »
I've ordered parts and accessories from Keysight directly and bought a couple of meters from different retailers plus Keysight's eBay store.  It might be worth calling Keysight's office in Germany and speaking to them directly.

In the past replacement parts could be bought directly from Agilent in the US, ordered and paid for online through their replacements parts page, as an individual.

https://www.keysight.com/my/fapHomePage

Sometime in the last few years that changed. Anyone can register for an online Keysight account, but then you need to go though an additional authorization process to add the replacement parts purchasing capability to the online account. That needs to be done using a business address and email account, not a personal email account. There is some level of verification that it is a valid business address and email account.

I tried to get an online Keysight account authorized for replacement parts purchasing online as an individual last year and was unable to do so. I ended up calling their parts number on the phone and taking to a human to successfully place the order. At the time I didn't try talking to the human about getting the online replacement parts capability added to my account, maybe that is something they could do if you talked to a human on the phone about it.

Since when?  I last ordered parts for a HP 34401A directly from Keysight about a year and a half ago and had no problem at all.  Are you ordering and want to be "billed"?  That's the only reason that I can think of that might cause them to want your corporate information.

If you sign in to your Keysight account and go to your profile page, does your account have the "US Parts Online Store" capability?

https://www.keysight.com/my/updateProfilePage

The "US Parts Online Store" capability appears to be necessary to order parts online. Without that capability I can go to the parts page and add parts to my cart, but the link to checkout is greyed out.

The last time I tried to add the "US Parts Online Store" capability to my Keysight account that request was denied. I forget the exact reason I was given. Something about their privacy policy not allowing the use of personal email and shipping addresses.

I just submitted another request to add that capability. I'll see if that requests gets approved this time, or denied again, and if so, what explanation is given.
 

Online 2N3055

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Re: Keysight products not to be sold to private customers?
« Reply #34 on: February 24, 2021, 09:28:49 am »

  Since when?  I last ordered parts for a HP 34401A directly from Keysight about a year and a half ago and had no problem at all.  Are you ordering and want to be "billed"?  That's the only reason that I can think of that might cause them to want your corporate information.  I've been buying parts from them for the past 37 years and having them sent directly to my home and I always paid by a personal credit card even when the part was for corporate use and I've never had any problem getting parts from HP, Agilent, Keysight. I have ordered meter handles that cost $7 and change but they always shipped everything to me by Fedex overnight shipping!  That alone generally cost about $30 even for a small item.

Few months ago Keysight changed their whole online site to some other architecture.
It's a horrifying mess of modern looks and no function. Most of outside links are broken, and now most of the documentation is behind spamwall ( you need to fill personal info form to be able to download documents). All that despite me being logged in with a valid account...

They also expunged all legacy documents and software...
 

Offline gslick

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Re: Keysight products not to be sold to private customers?
« Reply #35 on: February 24, 2021, 08:02:15 pm »
I just submitted another request to add that capability. I'll see if that requests gets approved this time, or denied again, and if so, what explanation is given.

My request to add the "US Parts Online Store" capability to my Keysight account was denied again. The reason given was that the email address associated with my Keysight account does not match the company name associated with my Keysight account.

The domain name for the email address associated with my Keysight account is the domain name for my ISP. The company name is a unique name that I have used for years whenever a company name is a required field for account registration at technology vendors, but there has never been any legal registration of that company name anywhere. When this request was denied the previous time I tried I then took the step of registering a domain name that matched the company name and registered a new Keysight account using an email address with the domain name that matched the company name. The request to add the "US Parts Online Store" capability to that account was also denied. I'll have to see if I still have the email response for that request. I forget if the explanation given was due to the shipping address appearing to be a residential address, or the named company not appearing to be real with an online presence anywhere. Previously I just gave up at that point and called up their parts department and talked to a human on the phone to place the parts order as an individual not associated with a company.

I suppose I should try following up again and instead of trying to register as a company that does not really exist, I should see if I can get access to the "US Parts Online Store" capability as an individual for personal use. Although I could get by placing parts orders on the phone in the infrequent times I need parts, I would much rather avoid using the phone unless there is no other option.

Quote
Subject: We're Sorry - Keysight Parts Online Store Registration Declined

Thank you for registering with the Parts Online Store system.

Access to the Parts Online Store system requires that the email address used for registration be your company email address. We request this to help protect user privacy and insure that order information for your company remains confidential. It does not appear that your email address in your registration matches your company name therefore we are unable to finalize your registration.

User login: xxx@yyy.com
Company: zzz

Please register again using an email address from your company. Or, respond to this email with information that the email address you registered with is actually your company email address at which time we will re-evaluate your registration.  Alternatively, you can submit Feedback  if you would like more detail or believe there has been a mistake.

Sincerely,

Keysight Technologies
 

Offline Elasia

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Re: Keysight products not to be sold to private customers?
« Reply #36 on: February 24, 2021, 09:04:50 pm »
At the end of the day... message received.. if you arent big bucks $$$ we dont want to deal with you anymore.. go away.

Really though usually this level of gateway bs is nothing any US LLC cant handle

1. Buy domain and get the email forwarded
2. Form 1 man LLC
3. Get Fed Tax ID

4. Talk up any sales person you want with impunity
5. ???
6. Profit

On another note if you have ever entered for the keysight giveaways every spring... ever notice you are forced to enter a company name these days?

Also if your activities can be classified as business you can pair off the income/spend and get tax breaks... anything i make under the company.. just spend it expanding said company and not pay income tax on it
 

Offline gslick

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Re: Keysight products not to be sold to private customers?
« Reply #37 on: February 24, 2021, 11:39:16 pm »
At the end of the day... message received.. if you arent big bucks $$$ we dont want to deal with you anymore.. go away.

Really though usually this level of gateway bs is nothing any US LLC cant handle

1. Buy domain and get the email forwarded
2. Form 1 man LLC
3. Get Fed Tax ID

4. Talk up any sales person you want with impunity
5. ???
6. Profit


I went as far as Step 1. I registered a domain name that matched my "company" name, and registered a new Keysight account with an email address from that domain name. That wasn't sufficient.

Maybe taking the next step in creating an LLC (one time fee of $200 just for filing to do that locally) with that company name would help, although there still might be issues with having a residential billing and shipping address.

I found an old email from when that request was denied. That was 2.5 years ago already. Didn't think it was that long ago. I should revisit this again and see if a human there can bypass their automated screening checks which validate company information and allow online access to parts ordering for a personal account.

Quote
Hello <my name>,

Thanks for your interest shown in ordering through Keysight Parts Online Store.

We have checked your registration request and found that the Bill To & Ship To [<my address>] address provided in the request seems to be a residential address and your email domain can’t be verified with company (<my "company" name>).

In order to get access to the Parts Online Store, system requires that Bill To & Ship To address used for registration should be a valid company address along with valid company name. We request this to help protect user privacy and insure that order information for your company remains confidential.

Therefore, we would like to request you to please provide us valid company Bill To & Ship To address along with valid company name, so that we can approve your registration request for Keysight Parts Online Store.

Your prompt action is highly appreciated!
 

Offline YetAnotherTechie

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Re: Keysight products not to be sold to private customers?
« Reply #38 on: March 02, 2021, 02:48:01 am »
Maybe
https://www.euronews.com/2021/03/01/eu-law-requires-companies-to-fix-electronic-goods-for-up-to-10-years
is to blame?
Consumer warranties like the normal 2 years don't apply to bussiness equipment, and this new legislation may be an extension to that.
 

Offline Stray Electron

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Re: Keysight products not to be sold to private customers?
« Reply #39 on: March 07, 2021, 03:13:07 pm »
I've ordered parts and accessories from Keysight directly and bought a couple of meters from different retailers plus Keysight's eBay store.  It might be worth calling Keysight's office in Germany and speaking to them directly.

In the past replacement parts could be bought directly from Agilent in the US, ordered and paid for online through their replacements parts page, as an individual.

https://www.keysight.com/my/fapHomePage

Sometime in the last few years that changed. Anyone can register for an online Keysight account, but then you need to go though an additional authorization process to add the replacement parts purchasing capability to the online account. That needs to be done using a business address and email account, not a personal email account. There is some level of verification that it is a valid business address and email account.

I tried to get an online Keysight account authorized for replacement parts purchasing online as an individual last year and was unable to do so. I ended up calling their parts number on the phone and taking to a human to successfully place the order. At the time I didn't try talking to the human about getting the online replacement parts capability added to my account, maybe that is something they could do if you talked to a human on the phone about it.

Since when?  I last ordered parts for a HP 34401A directly from Keysight about a year and a half ago and had no problem at all.  Are you ordering and want to be "billed"?  That's the only reason that I can think of that might cause them to want your corporate information.

If you sign in to your Keysight account and go to your profile page, does your account have the "US Parts Online Store" capability?

https://www.keysight.com/my/updateProfilePage

The "US Parts Online Store" capability appears to be necessary to order parts online. Without that capability I can go to the parts page and add parts to my cart, but the link to checkout is greyed out.

The last time I tried to add the "US Parts Online Store" capability to my Keysight account that request was denied. I forget the exact reason I was given. Something about their privacy policy not allowing the use of personal email and shipping addresses.

I just submitted another request to add that capability. I'll see if that requests gets approved this time, or denied again, and if so, what explanation is given.

Gslick,

   Sorry, I lost track of this thread and never replied to your reply.  I don't have an account with HP, etc. I've never had one even though I've specified probably 500 thousand dollars of equipment from them over the years. I just pick up the phone and call them and give them the PN of what I want and a CC # and an address and they send the part. But as I said, I haven't ordered anything from them in probably 2+ years. But it sounds like the non-registered customers are getting better service from them than the ones like you that are registered! But I can't imagine why unless the orders are being handled by two different groups within HP and one group isn't as effective as they should be.
 

Offline gslick

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Re: Keysight products not to be sold to private customers?
« Reply #40 on: March 07, 2021, 05:48:01 pm »
   Sorry, I lost track of this thread and never replied to your reply.  I don't have an account with HP, etc. I've never had one even though I've specified probably 500 thousand dollars of equipment from them over the years. I just pick up the phone and call them and give them the PN of what I want and a CC # and an address and they send the part.

Yes, that worked for me the last time I needed parts a year or so ago. I called them up on the phone and talked to a human to give them a list of part numbers, a credit card number, and the shipping/billing address. There was a minor snag in that they didn't collect all of the necessary information during the first call. They had to call me back and leave a voicemail that they needed one more bit of information they forgot to collect, and then I had to call them back to supply that. Then I did get the parts I needed shipped to me.

The only real annoyance is that I would prefer to do all of the ordering online. That's just easier and quicker and less hassle for me. I used to be able to do that in the past, but now I can't order online, only over the phone.
 

Offline Prime

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Re: Keysight products not to be sold to private customers?
« Reply #41 on: October 07, 2021, 12:10:26 pm »
So I can think of one reason for restrictions on the sale to consumers. A few years back when we bought a number of keysight meters, we were required to provide proof that we were not going to use them for military purposes. They were bought through RS components.

With all the additional ITAR restrictions and the growing blacklist on exports to China, many organisations are getting fussier about the end user and it's much harder to prove that private users aren't exporting the stuff if they get audited...

My 2 cents
 

Online BeBuLamar

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Re: Keysight products not to be sold to private customers?
« Reply #42 on: October 07, 2021, 01:09:36 pm »

The only thing I can see a ban on selling Keysight multimeters to individuals doing is creating Fluke customers, and I don't think Keysight wants to send business over to the competition.

Sorry I don't understand this part. How selling to individuals is creating Fluke customers?
 

Offline 25 CPS

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Re: Keysight products not to be sold to private customers?
« Reply #43 on: October 07, 2021, 02:14:12 pm »

The only thing I can see a ban on selling Keysight multimeters to individuals doing is creating Fluke customers, and I don't think Keysight wants to send business over to the competition.

Sorry I don't understand this part. How selling to individuals is creating Fluke customers?

If Keysight won't sell to individuals and Fluke will then that's where individuals will go.  If it isn't Fluke, it'll be another company that'll sell to them.
 

Offline Fungus

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Re: Keysight products not to be sold to private customers?
« Reply #44 on: October 07, 2021, 02:23:25 pm »
I'm pretty sure the Chinese military are capable of setting up a fake company or two to buy Keysight gear.

I'm also 100% sure they can operate without any Keysight gear at all.
 

Offline Neutrion

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Re: Keysight products not to be sold to private customers?
« Reply #45 on: October 07, 2021, 04:00:47 pm »
Well, I can think of serveral reasons not to sell expensive gear via online shopping/mail order to individuals: Due to german laws, any supplier is required to take back any order without given reason within 14 days. So it is not uncommon that people order expensive stuff like cameras, go to vacation and return the stuff in time- so the seller has lots of hassle doing the return and can sell the gear only for reduced price to the next buyer.
Some shops that do photographic gear list the expensive cameras in their shop, but claim that first-time-buyers need some personal demonstration in the store before buying to protect against this kind of customers.

But this would only explain why gear above some magic mark would be affected, maybe the oscilloscopes and bench DMMs etc.- the handheld DMMs are quite cheap compared to the rest...

Or lots of untrained wannabes create lots of hassle within support, so they try to cut them off...

One of the few areas excluded from this are test eqipment.
Although I can imagine some people from this forum who buys an expensive R&S scope, goes on holiday with the scope instead of family, and than returns the scope (and keeps the best memories in life), but these guys are not so common.
 

Offline jkostb

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Re: Keysight products not to be sold to private customers?
« Reply #46 on: October 18, 2021, 12:28:52 pm »


I bought last week a Keysight DMM 34465A. I experienced firmware issues (i.e.  firmware crashes). I had contacted Keysight contact center for help. Unfortunately they will not give any support if you don't have a bussiness account (company must be registered). I am planning to return the Keysight DMM. You can buy keysight equipment from Batronix, Batterfly etc as private person. Problems however start when you need service/support from Keysight. As private person you get no support, but you can by their products through their offical distributors as private person. A really strange policy. I will never take Keysight products again into consideration. I am a professional electronic engineer. As you can understand this decision will also influence when I need to buy equipment for my company....

I want to share this, and hope that other eevblog members will not get into same problems.





 
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Offline J-R

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Re: Keysight products not to be sold to private customers?
« Reply #47 on: October 18, 2021, 09:35:21 pm »
Different customers and markets cost different amounts of money to support.  Seems reasonable for them to make decisions based on that.
 

Offline ejeffrey

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Re: Keysight products not to be sold to private customers?
« Reply #48 on: October 18, 2021, 11:36:27 pm »

The only thing I can see a ban on selling Keysight multimeters to individuals doing is creating Fluke customers, and I don't think Keysight wants to send business over to the competition.

Sorry I don't understand this part. How selling to individuals is creating Fluke customers?

If Keysight won't sell to individuals and Fluke will then that's where individuals will go.  If it isn't Fluke, it'll be another company that'll sell to them.

The number of individuals buying brand new keysight equipment from an authorized distributor but are not able/willing to set up a business account is very likely a rounding error in their bottom line.  Not that they wouldn't like to have the money from those handful of customers but it wouldn't take much of a hassle to make them just not do it.  Just to name a few reasons: support cost, returns, warranty requirements, tax status, export requirements, safety, and EMI are all reasons why they might decided it isn't worth the effort to support a vanishingly small part of their business.

It might be a regulatory / compliance issue but it certainly isn't a ban on test equipment as many other manufacturers don't do this.  It is Keysight deciding that it isn't worth the effort.
 

Online nctnico

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Re: Keysight products not to be sold to private customers?
« Reply #49 on: October 19, 2021, 12:05:46 am »


I bought last week a Keysight DMM 34465A. I experienced firmware issues (i.e.  firmware crashes). I had contacted Keysight contact center for help. Unfortunately they will not give any support if you don't have a bussiness account (company must be registered). I am planning to return the Keysight DMM. You can buy keysight equipment from Batronix, Batterfly etc as private person. Problems however start when you need service/support from Keysight. As private person you get no support, but you can by their products through their offical distributors as private person. A really strange policy.
No, not at all. As has been explained before your point of contact is the distributor. The manufacturers allow them to make a profit margin and in return the distributors must provide support for the equipment they sell. Or are you taking your car to the manufacturer instead of the dealer if you have a problem with it?
There are small lies, big lies and then there is what is on the screen of your oscilloscope.
 


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