Relying on customer ignorance is a VERY common practice here in Brazil. What companies dont uderstand is that a furious customers will never buy their products again, and even worse: they will always tell their bad experience to others.
Are you aware that Brazil is well known as a country with which it's very difficult to do business at all?
Import procedures are so complex, and taxes so high, that places I've worked have simply refused to ship there. When we eventually did, it was for a very specific good reason, and required a disproportionate amount of effort.
It may well be that, because of your location, you're not receiving the level of service that people in other countries would expect - and it's more to do with Brazilian import regulations and customs than any fault on the part of the manufacturer.
Yes, I am very aware about that, and you described it pretty well. Our customs are slow, bureaucreatic and taxes are high. You are right, but I dont think any companies are obliged to sell here or even be here. If they are, I do think they should know how to treat their customers. All my replacments from Keysight took like 50+ days, and I never complained about that because I know how slow our customs are, so this is not a Keysight problem. But refusing to listen to my complaints and not taking ANY actions to try to remedy my situation has nothing to do with our bureaucracy and customs, do you agree?
Dilma have been ousted from the throne yet the Brazilian senate is as corrupt as it always been. Brazil is probably more into exporting
things rather importing so unless your a big fat cat of a company that can push money buttons your way in to create a "easy" import flow
your toast to the system. But that does not give an explanation why the light years between Keysight US and Keysight BR.
I once had steak made of a Brazilian cow in a Venetzuelan bordetown, it was like a rubber-band, most likely the Venezuelan chef's fault!
If keysight US have this sloppy handling of its subsidiaries/local sales office on might think twice about Keysight US brand policy's, it aint the god ol HP of yesterdays i'm experienced with.