Hi Everyone.
So normally I wouldn't rant about support topics, But I have 2 major issues I have been trying to resolve over the last few days with no joy.
Now I will start by saying bitmain have normally been really good and solve issues quickly, but I don't seem to be getting anything resolved at the moment so any advice would be much appreciated.
The first issue I have is that my latest S7 that is currently sat in customs has an invoice attached saying the value of the 1x S7 is $30,000 and they want £5000 for the VAT.
Now as far as im aware the S7 I ordered should be valued at $1650 but it seems that there has been some sort of admin error on bitmains side, I did receive an email from bitmain stating that we needed to pay our VAT or the machine would be sent back to them, I advised them of the issue and they sent over the correct invoice to me, but Fedex have request an explanation from bitmain and a copy of the invoice directly from them, so far fedex has not received a response and neither have I.
The next issue im having is with one of our current S7 machine from batch 5 has an issue, I checked all my machines the other day and noticed a very strong electrical burning smell and noticed 2x hashing boards had gone down.
I assume they have died but cannot check as there is a warranty sticker over the machine that I do not want to touch without the permission from bitmain, So far I have emailed info@ sent a message through zendesk and also messaged zendesk when live support was available and have so far received no response.
I feel a little ignored and for the first time in 2 years im annoyed at the way Bitmain is dealing with my issues, we have easily spent well over $30,000 with them, not much compared to some bigger miners but enough to think they would as least help.
Like I said I have been more than happy with Bitmain products and there support in the past, but feel very ignored at the moment, and any advice would be greatly appreciated.
I don't really have any advice, because I'm in a rather similar situation.
I've had quick response with Bitmain - always within 24 hours - until my recent request to return 2 x S7 Hashboards.
At first they responded quickly and gave me return mailing information, but failed to respond to my inquiries about an S5 board. I even brought up batch 1 compensation.
Needless to say i haven't heard anything back. They have received the 2 x S7 hashboards about 1.5 weeks ago now. I emailed again asking about the status a couple days ago and still have no reply.
I did proceed to order 10 batch 8 units and they did ship and arrive within 5 days of the order however. That was nice, but nothing from support. Size of customer doesn't seem to matter as I've spent significantly more than you have. Also received an overvalued customs bill. 20 units were valued at $128,000 instead of $35K on one of my orders. I have a "grievance" filed with Fedex customs. May take 6 months to resolve. LOL. I don't have to pay the import fee until it resolves. It looks to me that someone entered the Bitmain Reference number in the unit value field instead of the actual value.
but plan to save all the earnings from now on. 