Does it strike anyone here as odd, when I have had continuous intermittent problems with the logic head of an MSO1104, that Rigol have now 'resolved' two separate tickets without any attempt to show interest in resolving the issue?
So basically we (University I work for) purchased this instrument from Telenonic a couple of years ago now. We rely on grants and because we were approaching the end of the period at the time we needed something that was fairly cheap to replace our previous MSO and this package seemed to tick all the right boxes.
Fast forward a few months after acquiring the scope and I started to see strange artifacts on some of the outputs. I quickly realised this was the scope, as swapping leads would not see the fault move over.
It seemed the problem presented itself in such a manner as to look as if the input was being capacitively coupled. A change of input would momentarily register, then the logic level would quickly reset.
At first, recalibrating would sort this issue out. But after a while calibrating would fail to solve the problem and I was effectively left with a couple unusable channels.
I sent the scope back to Telonic a number of times, and the response was that there was not a problem, but on the last occasion the scope was sent to China and the main board replaced with no explanation.
I think it was a couple weeks later that I started to see the same problem occur once again. When I have tried to attempt to establish what is going on there has been no real response, except Telonic to suggest 'User error'. Fantastic. So the customer is being accused of not using the equipment properly, despite never having problems with similar equipment previously, and despite using far more complicated bits of kit such as spectrum analyzers etc, and yet they cannot tell me how and why I have been using this equipment incorrectly. You would think that would be evident with Rigol changing the motherboard but hey ho, clearly they replaced on a whim. This is reminiscent of the sort of argument you would have with a dogy boiler installation engineer who has taken your money, sold you something not fit for purpose and after reporting it occasionally presenting faults, and him poking around a bit he turns around, accuses you of user error and is no longer really interested in getting to the bottom of the problem! Personally, I think it is pretty appalling.
It is worth noting that not once has the logic head been looked at properly, and considering the fault can suddenly right itself I would think this would be the first course of action for any logical approach!
Anyway, I had arranged for Telonic to sort sending the scope out once again but unfortunately, a couple of months elapsed due to me working on another project. My last email to commence the service has been ignored so I have decided to go direct to Rigol Support Centre for help.
Now things are not much better!
The following is a conversation I had with a chap named 'Christian' on Rigol Europe. (initial email ommitted).
Christian Rau Feb 25, 2019 06:54AM
Dear Mr. ****,
Can you please send me the serial number of the problem unit ? Than i can take a look in our database.
BR,
Support Team
****** Feb 28, 2019 02:53AM
Hi, the serial number is DS1ZD182200~~~
Thanks for the prompt reply!
Regards,
***.
________________________________
O******* Mar 05, 2019 01:37AM
Hi Christian, did you get my response?
Kind Regards,
***.
________________________________
*** Mar 05, 2019 01:39AM
Hi I have noticed this case has been 'resolved' but I am still waiting for a response after submitting my serial number.
Thanks,
***.
Christian Rau Feb 27, 2019 04:20AM
Ich denke mal das ist der von Tom- Telonic
***********************************
"Ich denke mal das ist der von Tom"
Which translated to "I think that's Tom's"
That is not helpful!
I reopened the case, and yet again no response. I started another case and yet again this has been closed without any response!
This is appalling service! At the very least, they should state any problems they have with me whether that be attitude, questionable use or whatever, at least I'de have something to go on there, but it seems they are just shutting down any attempt to try to get some sort of answer.
The sad fact is if I had purchased this scope from the likes of RS or Farnell, this would never have been an issue!
Utterly disappointed with the level of service received. I was always taught a customer is always right, and they should be looked after accordingly. But if there is a case where a customer is in the wrong, then they should be told be equally should be looked after to some extent. Certainly not treated like this!
Genuinely not sure what to do or how far to take this now. Ironically, the scope righted itself last week so I have once again been able to calibrate it but I can bet it won't last long again, and only if it lasts till our next renewal it will promptly end up in the bin where it belongs!