Be careful: BITMAIN ANTMINERS have NO WARRANTY and after-sales customer service

[Romanko]

This info is for people who want to buy new Bitmain Antminers and who don't want to fall for misuse of trust.

Want to share my experience with BITMAIN miners after-sales service and warranty support.
To be clear - the absence of warranty and after-sales with miners that are sold.

I am a bulk buyer and purchased over 2k of different miners during only last year.
There were always troubles with service support but now the situation is really critical.
Numerous emails with managers, dozens of support tickets are left without answers.
Currently almost near 40 warranty repair tickets are open and remain uncollected at carriers destination.
Situations when the parcels that are not collected from the carrier until the 90 day "warranty" period is over are absolutely normal at BITMAIN.
And when it comes to repair of already non-warranty gear - when received back nearly 1/3 of payed and "repaired" gear is not operating.

Now during last 30-45 days all repair tickets are ignored and delivered parcels with bad hardware remain uncollected.





On 25 October I sent a PM to bitmain support on bitmaintalk to help me and propose a road map to solve this situation, but it was also left without answer.
As I see it now they really don't care about their customers financial losses due to defective gear that they sell and absence of warranty and after-sales repair support.

P.S.
First I was sure this situation could be handled the right way by the multimillion dollar company in order not to drop the positive public image, but I was left alone with my problems. ATM I have no feedback from customer service or any other source with willingness to make things good again.
I am sure there are people around the globe facing same problems with Bitmain as I do.

[HagssFIN]

Sad to hear this, damn that's a long list of defective hardware 

[Tupsu]

Now during last 30-45 days all repair tickets are ignored and delivered parcels with bad hardware remain uncollected.



.

You just abuse the ticket system.

2016-09-04 opened over 50 Tickets. I have sent 4x S9 hashblade with one Ticket without problems.
The only limit is the maximum package weight. 20 or 30 kg depending on the shipping company.

[NotFuzzyWarm]

Wozers!  
1st I gotta say that I would think that a large bulk buyer like you *should* have a direct sales rep at Bitmain and through them better contact with support... Ya know, like most large direct sales companies would do for commercial buying customers.

I'd certainly get in writing/email from Bitmain specifics on how many boards or other defective parts can be put on 1-ticket and sent in 1 package under that ticket#. Given Bitmain's Service history best to keep their tracking work load to a minimum. Wanna bet that they have folks manually entering info into their systems that communicate between Customs/shippers/and of course the repair company?

[Unacceptable]

Wozers!  
1st I gotta say that I would think that a large bulk buyer like you *should* have a direct sales rep at Bitmain and through them better contact with support... Ya know, like most large direct sales companies would do for commercial buying customers.

I'd certainly get in writing/email from Bitmain specifics on how many boards or other defective parts can be put on 1-ticket and sent in 1 package under that ticket#. Given Bitmain's Service history best to keep their tracking work load to a minimum. Wanna bet that they have folks manually entering info into their systems that communicate between Customs/shippers/and of course the repair company?

Just another spoiled brat customer........ sacasm lol

[NotFuzzyWarm]

Wozers!  
1st I gotta say that I would think that a large bulk buyer like you *should* have a direct sales rep at Bitmain and through them better contact with support... Ya know, like most large direct sales companies would do for commercial buying customers.

I'd certainly get in writing/email from Bitmain specifics on how many boards or other defective parts can be put on 1-ticket and sent in 1 package under that ticket#. Given Bitmain's Service history best to keep their tracking work load to a minimum. Wanna bet that they have folks manually entering info into their systems that communicate between Customs/shippers/and of course the repair company?

Just another spoiled brat customer........ sacasm lol

Er? We are talking about what is expected in normal large biz-to-biz relations even in Asia. How us lowly peon general Consumers are treated and communicated with should be a different matter. The fact that large volume accounts are treated no differently rather speaks volumes on Bitmain service overall. Not good and seems like their business processes need a LOT of work in all departments from initial support ticketing to sending out the repaired/replaced parts.

I'm just glad that so far I've had only 2 s9 board failures and BitmainWarrenty in Colorado took care of them pronto for around $140 each.

[not.you]

The disturbing part as that the OP tried to contact them in several ways to figure out how they could make it right and they blew him off.  You can get away with that if you are a monopoly, which for now they are, but that may not always be the case.  I competitor that can't out-compete bitmain on price but can on service, could still make a go of it.  A competitor that can compete on cost and also has customer service will bury them.

[NotFuzzyWarm]

The disturbing part as that the OP tried to contact them in several ways to figure out how they could make it right and they blew him off.  You can get away with that if you are a monopoly, which for now they are, but that may not always be the case.  I competitor that can't out-compete bitmain on price but can on service, could still make a go of it.  A competitor that can compete on cost and also has customer service will bury them.

I agree on all points 100%
Ironically, since BitFury and Canaan Creative (Avalon) has had the ah, "luxury", of time to have worked out any kinks to their 14/16nm chips and IF the resulting miners that are built using them can compete on performance/price with Bitmain -- that would be great and a huge wakeup call to Bitmain.

Overall reliability will of course be up to the miner makers (hint hint Sidehack PLEASE!!!) along with of course customer service. So far Bitmain is setting a pretty low bar on both counts so YES I would pay more for a competitors miner for equal or better speed/power performance if:
1) Better designed
2) Better customer service.

In any large production runs of equipment there will be failures but -- given proper thermal and power design considerations that should be far far less than what is being reported for the s9's.

[philipma1957]

The disturbing part as that the OP tried to contact them in several ways to figure out how they could make it right and they blew him off.  You can get away with that if you are a monopoly, which for now they are, but that may not always be the case.  I competitor that can't out-compete bitmain on price but can on service, could still make a go of it.  A competitor that can compete on cost and also has customer service will bury them.

Eth coin and now zec are doing really well.

Due to this issue. Of zero support. In some cases.

I have had okay support from bitmainwarranty in Colorado USA but many people have had many issues with the s9.

My third board arrives on the 2nd of November.

I will go back to my solar array install this repaired board.

And pull the fourth dead board then send it for repair to bitmainwarranty.

I will be up to four out of 18 boards dead along with one dead controller out of six.

[dogie]

The disturbing part as that the OP tried to contact them in several ways to figure out how they could make it right and they blew him off.

Well, no he didn't. He spammed them to hell and then added another message onto the top of the spam pile. At that point you've already lost them. One ticket, collect x boxes from y location, order number z, send me out q hashing boards as replacement please.

A competitor that can compete on cost and also has customer service will bury them.

And how did that go for this mythical manufacturer?

[Unacceptable]

The disturbing part as that the OP tried to contact them in several ways to figure out how they could make it right and they blew him off.  You can get away with that if you are a monopoly, which for now they are, but that may not always be the case.  I competitor that can't out-compete bitmain on price but can on service, could still make a go of it.  A competitor that can compete on cost and also has customer service will bury them.

LMAO,there will be no competition....................ever.The writing is on the wall that non-commercial mining is almost over................

If you think Bitfury is gonna come "rescue" non-commercial mining,your batshit crazy 

[philipma1957]

The disturbing part as that the OP tried to contact them in several ways to figure out how they could make it right and they blew him off.  You can get away with that if you are a monopoly, which for now they are, but that may not always be the case.  I competitor that can't out-compete bitmain on price but can on service, could still make a go of it.  A competitor that can compete on cost and also has customer service will bury them.

LMAO,there will be no competition....................ever.The writing is on the wall that non-commercial mining is almost over................

If you think Bitfury is gonna come "rescue" non-commercial mining,your batshit crazy 

Avalon 7 will be here before Christmas.   And competition   will be here.

The Avalon 7  may cost a little more
The Avalon 7 may  be a little less efficient

But if it does not breakdown  it will be worthwhile.

An Avalon 7 doing 10th at 1100 watts costing 1400 usd seems too expensive, but if it does not breakdown it will be okay.

[Romanko]

You just abuse the ticket system.

2016-09-04 opened over 50 Tickets. I have sent 4x S9 hashblade with one Ticket without problems.
The only limit is the maximum package weight. 20 or 30 kg depending on the shipping company.

The disturbing part as that the OP tried to contact them in several ways to figure out how they could make it right and they blew him off.

Dear colleagues,

Earlier, this year I was doing like TUPSU - collected 5-10-15 boards during week or two and then sent them together in one parcel.

But it happened again and again that the parcel remained uncollected at carriers destination until the 90day warranty period was over.
Coincidence? don't think so..
I got tired explaining to some random service manager that I opened a repair ticket for some hashboards inside the warranty period, and I also added photos of the bad hashboard when it broke, of course with serial numbers.

So after my many request how to deal with already expired warranty period bitmain service proposed me to send every blade as soon as possible when it goes down and not to collect them in quantity!!!!!!

Peeps, its a BIG CHINESE WALL of unwillingness to understand (or just doing what it is told by some greedy manager on the top of it all) and abusing customers minds with answers : sorry the hash boards you sent are already out of warranty and you can pay for repair or forget about it.

SO even after I payed for the non warranty repair in the parcel that returned to me from China I find 1/3 of repaired gear doesn't operate at all!

That pretty rough behavior..they act like its the last day of the company and there will be no tomorrow to face all sh*t they dropped a day before.

I don't even count the lost of BTC bcs if I will it will be a really huge amount. Currently up to 70 hashboards from s7-s9 are still in China. The price is dropping for the gear that is away, its not mining and even if it will return repaired good it will never cover the repair and parcel price. My local customers demand their repaired s9 boards and I have nothing to return them..but excuses and will have to compensate it now or in near future.

P.S.
I will add that still there were bright moments in early September for example when I received over 20 s7 boards repaired and all operating good!
But I wouldn't start this topic if the situation wasn't critical as it is now.

P.P.S. @ Dogie: You can keep your pre-payed bitmain advocacy to yourself, unless you can offer some real help in solving this situation.

[dogie]

Peeps, its a BIG CHINESE WALL of unwillingness to understand (or just doing what it is told by some greedy manager on the top of it all) and abusing customers minds with answers : sorry the hash boards you sent are already out of warranty and you can pay for repair or forget about it.

Nothing to do with being chinese.

P.P.S. @ Dogie: You can keep your pre-payed bitmain advocacy to yourself, unless you can offer some real help in solving this situation.

"They haven't paid me shit" would be the phrase that comes to mind. My help is 1) don't spam, 2) don't spam again while trying to find someone to help you. Its going to be harder now but its possible.

[MyRig]

Just a thought.

It caught on my eye.  You said you have to comp your customers.  Are these shipment that you are having problem, you are providing 3rd party resell and diagnostic and repair for the customer and then whatever that you can't fix or trouble shoot, be send back to Hong Kong?

Are these being used in Germany or elsewhere?

Local Repair Service (paid) is available in USA, Russia and Ukraine, Iceland and Serbia. (Limited Service)

[Romanko]

@Bitmainwarranty

Just a thought.

It caught on my eye. You said you have to comp your customers.  Are these shipment that you are having problem, you are providing 3rd party resell and diagnostic and repair for the customer and then whatever that you can't fix or trouble shoot, be send back to Hong Kong?

Are these being used in Germany or elsewhere?

Local Repair Service (paid) is available in USA, Russia and Ukraine, Iceland and Serbia. (Limited Service)

we know each other in person right?))just a thought.

Antminers bought by our comp were purchased at www.bitmain.com(www.bitmaintech.com) and are not only personal mine. They work for my network (clients) who are my friends, business partners, friends of my business partners, people who host miners at our facilities and who’s mining rigs we built. Our team works for hosting miners, building mining rigs and taking care of them. Most of them are located in Ukraine and Mid-Eastern EU countries, including Germany.

At this point I am reorienting our needs in service of gear to bitmainwarranty bcs they provide much more efficient solving problems with Anminers then Hong Kong.
But I also need to find solution for current critical situation with HK warranty gear.

I am interested in widening cooperation with bitmainwarranty services bcs I know that leading person and his team are working hard for keep their good name and care to make things right. Of course reorienting need some time but I am open for any cooperation that can solve my current and future needs and need of my clients, or any other person that has same issues.


@Doggie

P.P.S. @ Dogie: You can keep your pre-payed bitmain advocacy to yourself, unless you can offer some real help in solving this situation.

"They haven't paid me shit" would be the phrase that comes to mind. My help is 1) don't spam, 2) don't spam again while trying to find someone to help you. Its going to be harder now but its possible.

Your posts in my thread are senseless and helpless…and please check the dictionary before using terms as “spam”.

*Spam*, according to Oxford dictionary, is irrelevant or unsolicited messages sent over the Internet, typically to a large number of users, for the purposes of advertising, phishing, spreading malware, etc.

So roll on and don’t annoy with your comments. Good luck.

[Daisy14]

Of course reorienting need some time but I am open for any cooperation that can solve my current and future needs and need of my clients, or any other person that has same issues.

It appears quite a number of people have those same issues

[Unacceptable]

Meanwhile...

http://www.newsbtc.com/2016/11/04/bitmain-response-new-mining-center/

Bitmain Responds to Controversy Surrounding its Upcoming 140,000 kW Mining Center

Bitmain poised to control 75% of hash power.

Aww,no worries,you can trust ALL corporations..................And with no competition,yeah Avalon will be competitive LMAO,suurree!!!

Bitmain wins the Bitcoin race

Glad I'm GPU mining now LOL 

[dogie]

Antminers bought by our comp were purchased at www.bitmain.com(www.bitmaintech.com) and are not only personal mine. They work for my network (clients) who are my friends, business partners, friends of my business partners, people who host miners at our facilities and who’s mining rigs we built. Our team works for hosting miners, building mining rigs and taking care of them. Most of them are located in Ukraine and Mid-Eastern EU countries, including Germany.

So......... you're reselling Bitmain hardware and are now making warranty claims for resold hardware, even though the warranty isn't transferable? This sounds like the real reason you're being denied warranty services but haven't disclosed, seeing as you are a big customer and Bitmain loves its big customers.

[Tupsu]

Antminers bought by our comp were purchased at www.bitmain.com(www.bitmaintech.com) and are not only personal mine. They work for my network (clients) who are my friends, business partners, friends of my business partners, people who host miners at our facilities and who’s mining rigs we built. Our team works for hosting miners, building mining rigs and taking care of them. Most of them are located in Ukraine and Mid-Eastern EU countries, including Germany.

So......... you're reselling Bitmain hardware and are now making warranty claims for resold hardware, even though the warranty isn't transferable? This sounds like the real reason you're being denied warranty services but haven't disclosed, seeing as you are a big customer and Bitmain loves its big customers.

If they are all in  one owner Hosting Centres ,  then what's the difference ?

From my  sent  for repair 9  hashblades 4  is again broken. Bitmain China simply providing a poor repair service and it does not excuse anything.
Not even a dogie barking.