We have been using Keysight since they were Agilent and have always been satisfied with the service and pricing agreements for calibration / service.
The last two years however have been less than stellar. We all know prices have gone up but you know when it's egregious. We also had our agreements include calibration and service (for example our 3458A was costing $1,600 per year for calibration with certificate and data plus service within a set amount, which means I can't go surfing with my beloved 3458A and then expect them to restore it) You all know what I mean. This year they wanted to charge double that and charge us again for the same repair (loose banana plug) on the front panel connection board they replaced in 2021. After getting the quote for repair $1,400 plus the charge for calibration we had it sent back and we sent it elsewhere for calibration. They noted the unit was perfect with no repairs or adjustments necessary. To add insult to injury they have been billing us for the repair and calibration that did not occur. They said we might as well pay because the the cost of cancelling our service agreement would be just as much as the service we did not receive.
Has anyone else seen this change in what was, until recently, decent to work with?