Block Erupter Prisma Compensation and Buy-back Plan

[Furio]

Good customer service!

[DigitalPackrat]

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.

Keep us informed about your status please.!

You can count on that!

Good customer service!

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.

[jdany]

Well done. 

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

[Phasebird]

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.

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

[xhomerx10]

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

[praeluceo]

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.

[Chris_Sabian]

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

[Swimmer63]

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.

[DigitalPackrat]

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.

[Xtra7973]

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

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.

Here is the mail I just got this morning

Hello,
We've got your refunding message.

 We need some information as below:
1.We want to know the quantity of the machines you purchased and how many boards and controllers of them need to be returned.
2.How did you purchase our machines, by official channel or reseller channel (CrazyGuy/CanaryInTheMine)?
   -If you purchase the machines by official channel, please tell us and provide the tracking number or the returning goods for us to tracing. Once we receive the goods, we will check and confirm with you, and then send the new machines to you ASAP.
   -If you purchase the machines by reseller channes, please contact with the resellers and send the returning goods to them, but please still let us know the tracking number and arrival information. We will deal with it with our resellers ASAP.

So please provide the information according the format as below:
1.Channel of your purchasing (official or reseller):
2.Quantity of your purchasing:
3.Quantity of returning borads:
4.Quantity of retuning controllers:
5.Tracking number:
6.Your name:
7.Your bitcoin address:
8.Your address:

P.S. The controllers must be returned back with the borads.

After we receive your returning goods, we will confirm with you and send the new machines to you ASAP, so please wait patiently.

[PCComf]

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.

[sdjernes]

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

[Chris_Sabian]

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.

You must be new here...

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

[xhomerx10]

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

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

[sdjernes]

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

 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.

[xhomerx10]

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

 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.

[wasubii]

Bravo Friedcat - good move

[CrazyGuy]

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.

[OgNasty]

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.

[Phasebird]

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.