This is a complete after-sale repair guide for WhatsMiner Series.
1. After-sales Process
1.1 Send Out Fault Machine
Please check with customer service to see if it is possible to pinpoint the precise fault.
CAUTION:
When WhatsMiner malfunctions, please get in touch with the after-sales staff right away so they can assess the situation. It is recommended that the customer return the faulty miner parts; if the number of damages to the hash board is large, please return it to the repair or authorization of the after-sales personnel;
After the user creates the work order, the machine failure or damage is included by default in the after-sale express package, and the normal package must be signed. The machine failure and damage are checked during the after-sale unpacking process; however, if the damage was caused by logistics issues or user error, after-sale will not be responsible. When sending out the machine, the user should be mindful of the safety precautions in order to prevent damage from the machine occurring during transportation.
The user sends after-sales maintenance, please be sure to send shipping money. In the machine repair warranty period, the return shipping cost is an AA institution. After the sale does not support the logistics package mentioned, please door-to-door.
1.2 Create a Repair Ticket
Enter the official website “Support”, click “Create a Repair Ticket”, enter the page to add maintenance parts, and fill in repair information.
CAUTION ;
Users who require maintenance must create a repair ticket in the system, complete it, and then edit the customer information, logistics number, and maintenance part information.
Parcels will be rejected after sale under the following circumstances:
No Create a Repair Ticket
Due to the distinctions between logistics packages and repair tickets (which contain inaccurate and incomplete information regarding repairs to express orders), all losses (including maintenance fees, lost revenue, etc.) are your responsibility.) will be borne by the user.
After-sales repair ticket status query method: After-sales repair ticket status description: To be confirmed (after-sales technical personnel remarks failure information) –> pending receipt (before logistics receipt) –> to be repaired (received) –> to be shipped (has been repaired) –> Completed (machine returned)
The user cannot change the clear address information after submitting the work order; it is required when filling out the after-sales repair ticket.
1.3.Receiving at Maintenance Point
1.4.Quotation Maintenance
1.4.1.after-sale free maintenance time； The time period between the date the machine leaves the factory and the date the repair parts arrive at the maintenance location falls within the warranty period; if it does not, it will be treated as an exception.
The product > commodity > after-sale policy of WhatsMiner includes a statement about the warranty period; you can also check by clicking support.
1.4.2.When a non-warranty machine is brought back into after-sales service, the after-sales service is priced and repaired in accordance with the machine’s actual condition. The machine will be returned if it cannot be repaired or has no value for ongoing maintenance. For maintenance estimates, please pay attention to the Shenma public number or get in touch with Shenma customer service.
The following circumstances will void the warranty and will not be fixed or fixed for free.
(1) Products that have been harmed due to improper installation, arbitrary loading and unloading, pulling, picking, lifting, or smashing the product, which has led to parts detachment, unstable links, circuit board open circuits, etc.;
(2) Products that are not normally put on the shelves due to improper operation, including but not limited to products that are damaged due to reverse plugging, less plugging, or no plugging;
(3) Unauthorized disassembly, modification, or repair of damaged products without the written, or re-assembly with mixing or electronic authorization of Party A;
(4) Products that make use of unofficially designated accessories that result in inadequate computing power or are harmed by mismatched components, including but not limited to power supplies, control boards, fans, cables, etc.;
(5) Products that use unofficial supporting software, which leads to poor computing power, abnormal computing power, jams, and burn-in;
(6) Products whose operating parameters (such as overclocking) are modified by oneself, resulting in shortened product life or direct damage;
(7) Failure to adhere to the specifications for describing the harm brought on by routine electricity use, the network, and the environment, including but not limited to a humid environment, corrosive environment, ultra-high temperature environment, dust particles, abnormal voltage and current (surge, shock, instability), etc.;
(8) Products whose serial numbers have been maliciously modified, defaced, or deliberately removed;
(9) Natural disaster damage, such as but not limited to quakes, fires, storms, and sandstorms.;
Natural factors:
(1)Natural disasters, such as water infiltration, dampness, corrosion of circuit boards and components, etc.
(2)Natural wear
Other factors:
(1)Items that are fake, etc.
1.5. Damages Cannot Be Repaired After-sale
The following damages caused by the use or transportation of the machine cannot be repaired after -sale and all losses arising therefrom shall be borne by the user;
1.5.1.Scrap, such as burnt hash boards that have corrosion/oxidation, chip pad pinouts, PCB breakages, holes in them, etc.
1.5.2.After the scrap and mixed machine quotation, the customer does not accept it, and the operation can be returned; Normal machines quoted are not allowed to be not repaired and returned ;
1.5.3.They won’t be allowed to use the machine after the sale if they haven’t created a work order in more than 90 days, haven’t gotten in touch with customer service, haven’t paid maintenance fees, or refuse to return the package for user-related reasons.
1.6.Completion of Payment
1.6.1.View the information in the corresponding work order by accessing your after-sales maintenance payment account through Personal Center’s “My repair ticket.”
1.6.2.Please be sure to send the payment information or payment voucher to the after-sales customer service after the repair cost (RMB payment) has been paid. If not, the machine cannot restart and the payment information cannot be verified.
1.7.Machine Return
1.7.1.On the premise of correctly creating a repair ticket, return time
1.7.2. Machine for Maintenance: The after-sales delivery period, specifically for actual maintenance, is typically 7 working days from the date of receipt of the system confirmation.
1.7.3.The criterion for determining whether the maintenance period for large quantities or the entire machine is extended in light of the current situation is the schedule.
1.7.4.Parole Machine: After payment, vouchers are sent to customer service, after-sale delivery is typically made within 7 working days.
1.7.5.After sale, a machine with a repair ticket will be uniformly returned; if there are many repairs, it may be split into several returns. In order to avoid delaying the return of the entire machine, if you must pay for the machine, do so as soon as you can.
1.8.After-sales Return Logistics Selection Principle:
After-sales return now supports the following logistics methods: SF, Debon
Please confirm in advance with customer service if the user is experiencing a problem.
1.9. About Return
As a result of the lengthy maintenance requirements of the product, we can distribute alternate products to customers at random while still guaranteeing the same kind of goods in order to prevent the loss of mining revenue brought on by lengthy maintenance. If you need to return the original products, please make notes when creating the repair ticket and get in touch with customer service to explain the circumstance.
The old and new products may be different, but the production dates are similar and the work efficiency is unaffected. The warranty period of the product is based on the time it takes to deliver the user’s order, so it is impossible to guarantee the return of the original product due to random delivery.
2. Other Process Descriptions
2.1.DOA Process in China
China’s DOA period is 15 days, beginning on the day the machine leaves the factory and ending on the day the maintenance order is created; the freight can be paid after a remote inspection by the after-sales team confirms that there is no error.
Customers can verify the new machine’s date and find out the system-stored machine’s date.
2.2.Second Repair Process in China
Second repair period: The freight can be paid within seven days from the date the customer receives the repair parts to the date the user creates the repair work order, provided that a remote inspection by the after-sales staff confirms there is no error.
