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Till now we received enough returned Prismas to get a statistical conclusion.
We decide that the old Prisma design has some flaws in both firmware and hardware.
Therefore manually fixing them and shipping them back take too long and are
not good for both our customers and us.

So the customers can choose one in the two offerings below:

1. We buy back the Prismas at the original price the customers pay.
The customers only need to ship the controller and the hashing boards back.
The fans and heatsinks are not needed. Customers who already shipped them back
can also switch to this option.

2. We use revised version of Prismas based on our new power management chips
to replace old ones, instead of returning old designs or replacing. This version is very
stable and has no problem of hashrate loss/overheat/can't identify boards/etc.
The compensation method for mining time loss is the same as before.

We cover shipping fee of both, if you can provide the shipping label.

We are very sorry for all the problems brought with the old version Prisma. The revised Prisma with our
own power management chips is much more stable. So if you are still able to put some trust on it and
accept the waiting of compensation (it accumulates with each delayed date anyway), you can choose
the second.

Please email us to sale@bitquan.com with the following information and format:

* Personal info,shipping address,tel number
* Date of buying our Prisma
* Your previous individual/exclusive btc payment address
* Number of broken Prsima boards (have to be fit well with the number you shipped back)
* Date you received your miners,date of shipping back
* The picture of the shipping label with the shipping price on it
* Your btc receivable address. it will be best to be the one you paid to us before. If the btc
receiving address is different, please sign the message with your address used for payment if you could.

For customers who already shipped back, please mail to us again (sale@bitquan.com) about the choice
you want to take.

Phasebird will reply afterwards with the new shipping address within US and EU. It
allows quicker turn-around time.

Wow.  This is friedcat.

For retail customers/customers get from secondary market:

This time please direct contact us instead of resellers.
The buy-back price for you is 1.39 btc each(0.3475 btc per board), and 0.069 btc per controller.

I must say this is a great move for AM to make. Even though I sold both mine off at a loss, and have nothing to send in..I am happy to see it taken care of.

Nice of them to do it.  I sent mine back to crazy guy took a shipping loss.  But I will look forward to the new chip in the spring.

wow thats pretty serious so you get to mine and then return for free and keep the difference?? am i missing something

does someone need boards to plop those new B300 chips in lol ::)

Most of us did not get to mine..or we mined really slow...or risked a fire. This was the right move to make, but this whole Prisma thing was a real mess.

I knew there were issues but I thought some people got everything working fine(maybe like 10% had problems) didnt even know about any fires. I guess i didnt read far enough into the prisma thread

mined really slow, as in not all the boards were working?

Anyone with Prisma1.0 or 1.1 can let us buy back with no specific reason if they choose to.

It's a generic buy-back, not a selective one.

a very good and honourable statement from FC, It's good to see the main players in the industry stepping up and doing the right thing.
I think lessons can be learned here, as we all know of one other h/w manufacturer who has been ensuring customers are made whole, from the very beginning.

FC didn't need to do this as the timescale for being legally obliged to replace duds will have passed, so it goes a long way to showing the commitment he has.

spring 2015 is going to be very interesting indeed.

How long of a turn around time on the buy-back payment?

wow. Just like blockchain.info and johoe, AM is doing the right thing.

This is good news for AM customers. I will say that I offered a buyback to my group buy participants out of my own pocket a while back, and the majority of the units I purchased back have been running fine. They are in a controlled environment however, and still sensitive to cold temperatures.

I must admit this is very generous offer  :)

Wow, this is an unexpected and a very generous offer. I must apologize for lashing out at the help@ e-mail address earlier today, that was before I read this post :)

Really cool offer!

This is a very noble thing to do for a asic manufacturer. Successfully turned a crisis into a confidence building opportunity.

I just submitted my info for compensation to sale@bitquan.com again. I am still skeptical till I get a reply back or see something in my wallet.

Nice work FriedCat. Hope customers will appreciate the effort get what they have asked for compensation for their problem units and answers.

Edit: For DigitalPackrat hope you and others get fair compensation for all your issues and proper communication from Asicminer.

Keep us informed about your status please.!

Good customer service!

You can count on that!


I really wish people would read what's going on before praising AM. Many people have had issues, then when we try to contact AM for a solution we get silence or a promise that isn't kept.

Recap on my situation. Prismas arrived Nov 6 and caught fire Nov 10th in 75f weather. I was instructed to return the damaged boards keeping the good ones and that a new prisma would be sent as compensation. The damaged board was sent back and cleared HK customs Nov 18th. Nov 24th I finally get a reply from AM regarding my inquiry to them receiving my defective unit, they asked for a tracking number then went silent. Several emails and PM's later and I get a reply on Nov 29th that replacement boards not a prisma were shipped to CrazyGuy. Replacement board arrives Dec 6th, many emails and PM's later and this thread is the first response I have seen regarding compensation.

Good customer service requires communication. I will work with people and understand when things need to change but it needs to be communicated. Promising one thing then going silent for days and weeks especially with time sensitive equipment like this is not good customer service.

Well done. 

As a consumer, I am happy with the move.
As an investor, I am happy with the move.

Plz every buyer who want to returned purchase your Prisma  keeps paying attention to this thread, we will start buying back all Prsima we have sold out immedietly once our EU/US receiving person are ready.  For china mainland buyers, plz simply contacted us through QQ:1327573930      . In addition, since this Prisma buy-back plan has no time limitation so far, please dont worry about time so much, we are going to refund you anyway.


PS: plz contact us through mail : sale@bitquan.com  ,since the BTT has already been blocked by china mainland

Friedcat always has been the most trustworthy person involved in Bitcoin mining hardware.
We appreciate your honesty and integrity.  Thank you.

Friedcat, I am quite astonished actually.

This is a truly amazing and honorable offer. As a long-term AM customer, I had lost a lot of respect for you over our Prisma order. You just earned that respect back.

So I apologize for the anger in my emails and PMs over this whole mess. Yes, you still need to improve your communication, but your solution definitely more than make up for the communication gaps!

I look forward to seeing BE300-based hardware, and maybe ordering a reel of ASICs myself to build my own set of custom rigs!

We will be responding to the offer once the US-based buy-back is operational.

Thank you again for this generous fix for the Prisma.

Friedcat,

This is great.  It is much much better than I expected.  AM has taken a huge reputation hit over the Prisma and the buy-back has made up for it.

My respect for you and AM has greatly increased

I figured it was just a matter of time.  Friedcat's gears turn slowly sometimes.  But they do turn.
He has yet to disappoint in the end.

Coming up on 24 hours since I sent a email to AM and just like the other countless times I have sent them emails there has been no reply.

For all of you praising AM, this is the third time compensation has been promised. The deal looks great and they have managed to make many of you think they are a great company standing behind their products and taking care of their customers but there is no follow through. Just a bunch of empty promises.

I sent an email yesterday morning to sale@bitquan.com and I just got a reply telling me to send my equipment back to my re seller despite friedcat saying
Here is the mail I just got this morning

I got the same confusing message. It appeared to be a form letter since all the information they asked for that I could provide was in my original message per the instructions on this thread.

Just fired off an e-mail to them about 10 minutes ago.  Lets start the clock.

You must be new here...

Give them a break already.  AM will respond.  Just wait.

 They were probably in bed when you sent the e-mail.  It would have been ~midnight.

I thought about that, about an hour after I sent the post.  Well we will see if they do anything on a Weekend or if I get something on their Monday.

 I don't think they work weekends.  It's always pretty quite in here on weekends so I wouldn't expect it.

Bravo Friedcat - good move

I will be handling all US based returns for ASICMiner. If you are shipping from the US, please contact me via PM for further information on Prisma returns.

PM sent.

Details of the Prisma buy back plan


for all buyers bought Primsa 1.0-1.2 v, you can either simply ship your Prisma boards(only boards,no Cooling plates please)  to :


ADD：UNIT 10-11,20/F.,RICKY CENTRE,36 CHONG YIP
STREET,KWUN TONG,KOWLOON,HONG KONG.
TEL：00852-35688889
contacts：MISS  LI




or


 you can ship your Prisma boards(only boards,no Cooling plates please)  to our US receiving person: Crazyguy   (ID of bitcointalk.org)

please msg crazyguy for details of shipping info .




(For those who have already shipped your boards to us , it is ok, we will refund you once we confirm.)


Again,please all buyers make sure your email to us/crazyguys with the following infos:


* Very details of your personal info,with tel number ,to make sure we can match you with our records list
* photos of your shipping labels with shipping prices included
* numbers of boards
* Special Statement if you dont want your refund to be paid back to your original btc address


We are going to refund you instantly once we confirm receiving your goods, and we have a customer service for email (sale@bitquan.com) answering. So please dont hesitate to contact to us.

Confirmed.

Phasebird, I have sent multiple emails to sale@bitquan.com that have gone unanswered. My board was the one that died on November 10th and was shipped back directly to Hong Kong. Is there a different email address you would prefer to be contacted at or some other information you need validated. My prismas were purchased through CrazyGuy so he should be able to help validate my information if necessary.

hello

what is your email address plz PM me
It is ok if you have already shipped it back to HK.

In addition, we are going to refund you all finally anyway because we will match all list between emails to goods in the end.  So, plz dont worry about this. The worst situaiton will be a delay only.

PM sent

Unfortunately it seems there's nothing for the EU or UK. We either have to ship to HK or the US. Really not sure how some of these boards are going to survive in tact, especially those fragile coils (which I had to superglue one on).

Yes, there seems to be a contrast in statements here.
perhaps AM would like to prove their commitment to the community and issue the refund in a generic manner to whonesta.
i feel this would be beneficial to all parties concerned.  ::)

I too would like to see whonesta get a refund and anyone else who has been screwed over by the completely abyssal sales and support. I would also like to see AM acquire a permanent western team member responsible for dealing with sales and support so this situation does not happen again.

With someone who speaks native english.  There are some subtle differences in technical / PR discussions that may have a large impact. 

In the EU can whe ship to someone? Or i whill send this direct to HK?

HK or the US.

Lets hope they just stop selling pre built miners in the future and stick with the cloud mining thing.

For once I have some good news to post.

After a few PM's with Phasebird, he had me send another email to sale@bitquan.com on 12/14. I never did get a reply after that but the btc address I setup for this has funds as of 11 hours ago. It's not the new prisma I was originally promised but it's something and I am good with that.

Round One of Block Erupter Prisma2.0 Auction has begun.

Auction Rules
starting unit price: 0.3BTC
minimum unit price bidding increase: 0.01BTC
minimum quantity: 20
total quantity: 200
ending time: 08:00:00 AM January 25, 2015

To bid, please reply in this post:
https://bitcointalk.org/index.php?topic=932445.msg10233572#msg10233572

Prisma 2.0 Replacements have arrived! I've shipped the first batch out to those that have sent in their v1 boards.

https://i.imgur.com/9lKKPnWl.jpg

I have a few of my own unopened replacement units available for purchase on ASICPuppy.net (http://ASICPuppy.net)

They do look like a machine from the future. Do they work this time? ;) Anyone experiences to share already?

AM tested them extensively this time. I'm going to setup a few this weekend and will share my results. Also, they included adapters with the BE controllers to power off of the fan connector of the Prisma boards, which is pretty neat.

Do the BE controllers suck less this time? Power adapter is nice, but non-garbage software would be even better. Solving a five-minute wiring problem is less significant than solving something that's continuously problematic over the entire lifetime of the machine (like a heavily broken/noncompliant stratum implementation, for one).

I apologize if I'm coming across poorly, but I wanted to note that I take issue with the verbiage;

"Running at a max of 1.47 th/s, the prisma averages 0.8 watts per gh, making it one of the most efficient miners on the market."

Considering 0.5-0.6W is "the norm" with Bitmain and SPTech, I thought this was a little bit dishonest.

I haven't been informed of any controller updates, so I doubt anything has changed.


Copied the description from my Prisma 1.0 listing and it was not my intention to mislead. I also sell the SP20, and you'll note the price difference. I think it would be dishonest if I said the Prisma was the most effiecient, but .8 watts/gh is still respectable.

I think we've still got about 20 of Novak's USB adapters on hand. Is AM sending USB adapters with the new Prismas, or just BE controllers, or neither?

The units I have in hand are replacements, so I can't speak to what is regularly included. I did receive a number of new BE controllers with the board adapters. The BE controllers have new firmware which allows the following:

1) All 3 UART buses enabled
2) 5 bit address space for each prisma board (combined with 3 uart buses allows for a maximum of 96 boards or 24 prismas per 1 controller)
3) Backup pool configuration

User Guide for new Prisma:
https://drive.google.com/file/d/0B11fvFT7Sd5bWkc5R2Joek9LNjg/view?usp=sharing
 

ROFLMAO....  good one..

Well NO generic buy back for me. I got 0.6040288 BTC refund (9.7083 purchase price) on 40 boards, 4 of which were turds. I just received a USED/Dirty replacement unit of which 1 board is dead as a door nail. AM, Friedcat, and Phasebird dropped the ball BIG-time on these two products. I WILL NOT BUY ANYTHING AM AGAIN! The most unprofessional manufacturer BARE NONE!

Anyone reading these threads needs to BE WARNED they are crawling with AM shareholders and shills. Their ONLY interest is to sell GARBAGE in the hopes they can make a profit off their worthless AM shares.

DO NOT buy from this company!

Claiming that 0.5-0.6 J/Gh is "the norm" with Bitmain and Spondoolies is also dishonest. Unless you significantly underclock the miners and thereby significantly increase the cost per Gh, the only product in that range from either of those companies is the S5.

 the s-5 does .49 to .52  from freq  275 to freq 412  pretty impressive ,but actually  not  as it should scale to  around .40 at freq 275.  so the frozen voltages screw us all in the longterm.

the sp20 has .44 to .65  at 900gh to 1500gh.   my complaint is calling it a 1700gh miner more then anything else.

what i would have liked was an s-5   with firmware/software that allowed volts to go from 9 to 12 volts.  this would have been the best miner ever built.

Now i am waiting for the voltage trimmer from sidehack to see what the s-5 will do.

back to the prisma's here.

 it will be loud gear  and it will use power you need to be in a low cost power area to do okay with it.

 Crazy's rasp pi with minera was a good build ran very well with my prisma.  I was just too afraid of running it. allowed for easy control of the prisma.