I'd like some feedback on GW Instek's tech support. Is it any good or are buyers on their own after the sale?
I've been considering buying an Instek MSO, SA & PS (~$6k online). After reading the manuals I put together a list of questions abut the MSO and sent them to the tech support email in Taiwan. These did not require complex answers. Questions included the lengths of the FFTs, window function types (no triangular "Bartlett" window ??), remote disk access protocol (CIFS, NFS), time correlation of analog and digital traces, file formats, data transfer rates to a PC, etc. A total of 8 to 10 questions. Mostly things the manuals should have stated clearly, but were ambiguous after several readings.
Rather than answer, tech support asked my location so they could forward my email to the appropriate sales office. I replied, but after nothing happened for a day or two I forwarded the questions the US sales office myself.
Rather than answer my questions I received a reply asking if I wanted to buy or learn and if I had a Hackaday.io project (WTF?).
The pre-sale response has made me a bit queasy about dropping $6k on Instek gear. So I thought it a good idea to ask here. How are they about post-sale support? Does their "limited lifetime warranty" really amount anything?
Thanks.
Reg