My DSOX2024 just had the same problem. I'm anxiously watching this thread to see what the outcome is.
Really? This actually worries me since this could be a somewhat common problem... anyone else whatching this with the same problem?
$1900 sounds like the flat-rate replace-instead-of-repair option. Anyway, I'm sure Daniel will get to the bottom of it. He's proven quite adept at juggling tricky situations.
Keysight says they will not replace the instrument, but a 'main part inside which is defective'. I suppose they are refering to the main board.
I thought that the cost for Skype calls was based on the destination country/network, not the originating country?
At least my costs are always the same regardless if I'm in Thailand, Malaysia, UAE or Sweden when making an outbound call.
I dont know about that, what I do know is they they somehow base the price on your profile, since Im always charged in BRL. Anyway, regardless of that, if needed, I WILL call them.
Keysight Technologies
InfiniiVision 2000 X-Series Oscilloscopes
Data Sheet
Included standard with oscilloscope: Standard 5-year warranty 1
1. Applies to all orders on or after 1/1/2013.
It reads there in global data sheet. This do not differentiate any country. It is factory warranty.
Note this small text in page 20 bottom in data sheet.
http://literature.cdn.keysight.com/litweb/pdf/5990-6618EN.pdf?id=2002854
What was warranty promise when originally purchased, it was perhaps different.
To be honest, I do not remember what Farnell promised at the time...
Isnt equipment failure covered by your insurance?
No...
Was it actually a Keysight facility or a 3rd party?
That's worth researching a bit. Lots of manufacturers don't have an actual presence in certain countries. Instead, they have an agreement with a local distributor. Sometimes they're difficult to spot because they are authorized to use the brand name, acting like they are the real manufacturer.
An example is Nikon, with an absolute disgrace of a distributor in Spain. So, if you purchase a pair of Nikon binoculars in the UK (which is part of the EU as well) you are covered by a ten year warranty. If you buy it in Spain, the standard two year warranty, with the added "plus" of an extremely awful service centres.
Of course there are two approaches to warranty by manufacturers. Some use it as an excuse to decline responsability for manufacturing defects whenever they can. Others are honest and, despite an expired warranty, will fix an obvious manufacturing defect regardless and apologise regardless of the warranty status. I saw this in a case with Sony in the 90's, for example.
Anyway, as Daniel from Keysight has asked for details I would let him work in peace. The fact that he is visible as a Keysight representative means that his presence is endorsed by the company itself, and that they value the direct interaction with their users in this forum.
Unless something goes terribly wrong, I am sure that you can rest assured.
I do not know whether it is actually Keysight or some hard to distinguish 3rd party. They do have @keysight.com e-mail addresses and signatures and call themselves Keysight Brazil...
Yes, I will let Daniel work and try to help. My expectations are pretty high that he might somehow help me in this case. At least someone heard about my case and thought it was not right. Keysight Brazil kept on saying there was nothing wrong and nothing they could do about, and thats what made me so angry!
I don't think Brazilian consumer laws are that bad...
What relevance does consumer law have to the purchase of industrial equipment, especially when it has been used for industrial applications?
Well I suppose here both of them are treated as consumers, no matter whether its a company or a person? Is it different in your country? I just looked and our law says: 'A consumer is both a person or a company who pays for goods to another company as the final recipient of that good'.
So yes, I am a consumer in this case according to our law.