Power Failure and Agilent 5975 MSD is not powering up

[dhan]

Hi

Very recently, due to discrepancy in power (or failure, I am not sure), Agilent MSD 5975 was stopped. Now, the system is not powering up. I hear very low sound from inside of MSD. I checked vacuum lines (foreline and diffusion pump). I did not find any air leak.

MSD Front display panel is OFF (no display). The primary fuses are fine and internal fuses are also fine. I did not visually see any tangled wires on the electronic circuit boards.

Please suggest and help me to trouble shoot the problem.

GC and autosampler are working fine and however chemstation software is not operational because MSD could not connected.

I really much appreciate your expert help.

Thank you,

Dhan

Instrument: Agilent GC-MSD (6890N/5975).

[Consumer Products Guy]

1-800-227-9770

[dhan]

They don't even say Hello, if I don't have service contract or warranty.

Most outrageous incident was, even though they installed the system in October 2005, they started the warranty from quotation date from august 2005. I understand that I am a sad owner of the system.

Another outrageous incident, for service contract quote, I request them to requote with the date of purchase. Then, they DOUBLED the contract price(yes, this is sadly true and I have solid proof). The older quotation was two months old. To my understanding there should not be any difference.
For the quotations, I send numerous email and phone calls. They responded after one week, to send quotation.

Just I found another service provider and I am trying to fix.

Enough said about Agilent. These are my recent experiences (I left my past experiences with LC-MSD Trap 1100).

Thank you,

Dhan

[giacomo56]

I don't know where you are...but if I was you I would talk to a Manager...I know Agilent treats their customers better then you have. You can also request that the service warranty starts at the beginning of the install NOT when you got it.

[dhan]

Thank you for advise.

The machine is in USA. Even the manager did not want to elaborate or even offered any explanation.

I send several emails and numerous phone calls, emails were brief with "no" answer. For phone calls, they first ask for service contract number and then immediately prompt for buying service. Still if I was trying to request for technical question, they keep saying buy service.

One simple example I can provide. Agilent GC-MSD 6890N/5975C can be used in PCI mode (with CI source) and still perform analysis as of EI (without changing the ion source). They published a technical note. I was asking about technical problem with the method, neither author nor Agilent answered.

I can write numerous examples with solid written proof, the way they treat customers. Some times, they attack customers on personal side.

I have had numerous sad experiences with Agilent.

Best regards,

Dhan

[Consumer Products Guy]

Agilent helps me, and I have 15 systems not covered by service contracts or warranties. And I do 85% of my own repairs. But they still provide telephone help.

[Schmitty]

I've dealt with Walter on the phone and Rick McFadden in person multiple times without any contract. They are always very helpful.

[AICMM]

Dhan,

I have worked with several customers who had the same warranty start date issues that you did. I am not sure why Agilent does that. However, you do have another option. There are numerous companies that will service Agilent equipment as an alternative to the Agilent contract. Scientific Instrument Supplies and Restek both have lists of service providers. Not the ideal answer perhaps, but it allows you to move forward.

Best regards.

[dhan]

That's what exactly I did. I contacted Analytical Solutions and Providers.

I will certainly post my experience and trouble shoot.

I had lot of good experience with Waters (enough I did not buy even septa). They even provided test mixtures and regular supplies for FREE. They are very knowledgeable even with Agilent systems and very friendly.

Thank you,

Dhan

[giacomo56]

Hi Dhan,
I am sure Agilent will do the right thing...have you tried to contact your local Agilent Sales Rep?
That's always my first stop...I am sure he doesn't want to blemish his reputation.

[dhan]

Hi

I made several calls and emails to the LOCAL SALES REP who actually sent quote, he never responded. Even my supervisor who placed order with him, never got response.

Thank you,

Dhan

[Kostas Petritis]

Where are you located Dhan? We had also pretty good support with Agilent with the local reps (i.e. WA).

[mtorrey]

Could it be the fuse to the rough pump is blown? If so then unplug pump from MSD and use a printer power cord to plug directly into electrical outlet. First connect printer cord to outlet but don't connect to pump until ready to pump down. When ready to pump down (use the pumpdown procedure in diagnostics) turn on MSD and connect power to rouph pump.

Also you might want to try Full Spectrum for service. I don't like them as much as Agilent but they are a lot cheaper.

http://www.fullspectrum-inc.com/

hth

[dhan]

Hi

I am sorry for not updating the issue, because I am still working on this.

Finally identified the problem. Side electronic board died and tested with 5973 used board. After replacing defective side board, everything came back. How ever, the cost of the side board is $3473 + SH.

I sent a web request to Agilent with all my problems (dishonoring warranty for the last 3 months) and call center forwarded this information to district manager. Today, I had a conversation with the Agilent representative, it seems she at least listened to my cry. I told her that I called on 11th month of warranty period and representative just dismissed my request without even registering my call. I told her that at time onwards intermittantly, I noticed error message "problem with electronics".

Finally, I cross my fingers wait for the district manager's decision.

Symptom: very low whining sound without display, rough pump and turbo pump not starting. When disconnected cord to side board pumps starts working means "side board must be replaced".

Thank you for the replies and I will keep posting the outcome of the D.M. decision.

Dhan