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Maker Marketplace: Considering the Instek GDS-2204 Oscilloscope? Please Read
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Oct 26th 2007
I was looking to buy a new oscilloscope and had heard some good things about the Instek GDS-2204 Oscilloscope. As a result I decided to order one.
The unit I received was defective. All I got was noise for the signal trace. Fine- things get damaged in transit- no big deal.
I call the distributor who tells me to call Instek.
I call Instek and they want me to send the scope back, (a week to California - a week to get back - and repair time) to have it repaired. I need to the scope now, not in three weeks. I ask them to cross ship me a new one and bill my credit card. They refuse to. I point out that this really isn't acceptable when it comes to this class of equipment and the guy I am speaking to tells me "Well, I don't care."
I was never rude, I was never abusive (In fact I was very polite). I asked him "Did you really just tell me you don't care?" He said "Yeah, I don't care. That's our policy." I was dumbstruck. This was not an oscilloscope that I had used for a few weeks and had failed. It arrived broken. Every other manufacturer I've dealt with would have replaced it instantly, no questions asked.
The guy then says "it was probably broken in transit- we watch the UPS guys throw stuff into their trucks all the time." I said "that's not my problem or my fault now is it? Have you ever considered asking them to stop throwing the boxes around?" and he says "No" and _hangs up_ on me.
That sort of service is absurd! I've never had that sort of experience with Tektronix or Agilent.
I would never post something like this just because of a bad unit- that happens. But when a representative of the manufacturer tells me he doesn't care that his equipment failed and makes no effort to resolve the problem quickly then they obviously have no respect for their customers. (We're talking about one of the most expensive products they make).
Honestly, the scope itself seemed nice enough- bigger than I expected but the screen was nice and clear. But if Instek thinks it's ok to abuse their customers then I think the Make community should know about it.
The unit I received was defective. All I got was noise for the signal trace. Fine- things get damaged in transit- no big deal.
I call the distributor who tells me to call Instek.
I call Instek and they want me to send the scope back, (a week to California - a week to get back - and repair time) to have it repaired. I need to the scope now, not in three weeks. I ask them to cross ship me a new one and bill my credit card. They refuse to. I point out that this really isn't acceptable when it comes to this class of equipment and the guy I am speaking to tells me "Well, I don't care."
I was never rude, I was never abusive (In fact I was very polite). I asked him "Did you really just tell me you don't care?" He said "Yeah, I don't care. That's our policy." I was dumbstruck. This was not an oscilloscope that I had used for a few weeks and had failed. It arrived broken. Every other manufacturer I've dealt with would have replaced it instantly, no questions asked.
The guy then says "it was probably broken in transit- we watch the UPS guys throw stuff into their trucks all the time." I said "that's not my problem or my fault now is it? Have you ever considered asking them to stop throwing the boxes around?" and he says "No" and _hangs up_ on me.
That sort of service is absurd! I've never had that sort of experience with Tektronix or Agilent.
I would never post something like this just because of a bad unit- that happens. But when a representative of the manufacturer tells me he doesn't care that his equipment failed and makes no effort to resolve the problem quickly then they obviously have no respect for their customers. (We're talking about one of the most expensive products they make).
Honestly, the scope itself seemed nice enough- bigger than I expected but the screen was nice and clear. But if Instek thinks it's ok to abuse their customers then I think the Make community should know about it.
Oct 27th 2007
do some research and find the email or contact number for someone higher up, either a manager or sales rep. Don't call tech support. But I'd keep calling and complain and ask for this situation to be rectified. I would not STAND for this treatment.
I had a similar run in with Verizon Wireless. The guy was rude and hung up on me. I called back, got a manager on the phone, and told them he refused to give his name, he refused to let me speak to a manager or someone else, and that I shouldn't call back because they weren't going to do anything. I got HIS manager, complained and they gave me a month of free txt messages, and refunded all fees and charges for the remainder of the month.
DO NOT tolerate this treatment. Just because someone had a bad day, doesn't mean they get to pass it on to whoever is in their path.
I had a similar run in with Verizon Wireless. The guy was rude and hung up on me. I called back, got a manager on the phone, and told them he refused to give his name, he refused to let me speak to a manager or someone else, and that I shouldn't call back because they weren't going to do anything. I got HIS manager, complained and they gave me a month of free txt messages, and refunded all fees and charges for the remainder of the month.
DO NOT tolerate this treatment. Just because someone had a bad day, doesn't mean they get to pass it on to whoever is in their path.
Oct 27th 2007
I considered calling back but I got the impression that their US office is small and that I wasn't going to get any traction there. I was already so angry I didn't want to call back and get even more ticked off. At this point the best they could offer me is an immediate replacement and frankly, I want nothing to do with them now.
I've put a call into the reseller I bought it from and told them Instek wasn't helping and that I wanted to return the scope and buy a Tektronix instead.
I've also filed a complaint with the Better Business Bureau, posted to several forums describing my experience, and sent a message over to the Consumerist, as well as warning everyone I know that was looking for a new scope about these guys.
This just went so far past one guy having a bad day- he didn't sound flustered, or overworked, or angry. It sounded like the fact that his equipment arrived broken was boring him and that he honestly could not have cared less. He didn't make _any_ effort to accommodate me. Every other company I've dealt with will cross-ship a replacement when a $2k piece of equipment arrives broken. I was perfectly willing to let them bill me for the replacement and then credit me when the defective unit was returned. They weren't willing to do anything.
I mean honestly-
1. The scope was broken when I got it.
2. I called them immediately.
3. They want to repair a scope that arrived broken.
4. They want me to wait three weeks for this privilege.
I have projects that I need to work on now, not in a few weeks. Had this been Tektronix or Agilent I would have had a replacement in a couple of days. Then again the warranty differences should have told me something- the Instek comes with a 2 year warranty and the Tektronix comes with a lifetime warranty.
I've put a call into the reseller I bought it from and told them Instek wasn't helping and that I wanted to return the scope and buy a Tektronix instead.
I've also filed a complaint with the Better Business Bureau, posted to several forums describing my experience, and sent a message over to the Consumerist, as well as warning everyone I know that was looking for a new scope about these guys.
This just went so far past one guy having a bad day- he didn't sound flustered, or overworked, or angry. It sounded like the fact that his equipment arrived broken was boring him and that he honestly could not have cared less. He didn't make _any_ effort to accommodate me. Every other company I've dealt with will cross-ship a replacement when a $2k piece of equipment arrives broken. I was perfectly willing to let them bill me for the replacement and then credit me when the defective unit was returned. They weren't willing to do anything.
I mean honestly-
1. The scope was broken when I got it.
2. I called them immediately.
3. They want to repair a scope that arrived broken.
4. They want me to wait three weeks for this privilege.
I have projects that I need to work on now, not in a few weeks. Had this been Tektronix or Agilent I would have had a replacement in a couple of days. Then again the warranty differences should have told me something- the Instek comes with a 2 year warranty and the Tektronix comes with a lifetime warranty.
Oct 27th 2007
I just want to correct a typo in my previous post- the Instek comes with a 3 year warranty not a 2 year.
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