Our customer service has RMA several units as I'm sure the forum members can verify, however we cannot cover damages that are caused by improper maintenance.
Our team will continue to work with you as best they can to help you out and will be happy to continue doing so in the future.
Regards, Gadi
Wow!!! What an unbelievable claim. I bought 15 SP20Es and I've been trying for over 2 months to get tech support. All I ever get is the run around from Barbara. I have no reason to believe that tech support even exists at Spondoolies-Tech. I wrote detailed emails explaining what I tried. Barbara keeps telling me I have to open a port and let you Skype me because I have 2 DOA SP20Es that have never booted into the user interface. Just what will letting you snoop around my PC tell you about a network device that cannot be recognized by my network
When the 15 SP20Es arrived 6 of them would not hash. I found a cryptic FAQ called "MY UNIT IS NOT RESPONDING AFTER A FIRMWARE UPGRADE. HOW DO I RECOVER IT?" Even though these 6 SP20Es had never booted into their user interface and were not recognized by my network I gave it a try any way. I had to go to 3 shops to find this microSDcard with reader in the photography section and bought it for $19. I installed the image and managed to get 4 of the SP20Es running, although not fully. E.g., some are missing a board "or something" as the ASIC Stats report says:
Uptime:73146 | FPGA ver:100 | BIST in 19
-----BOARD-0-----
PSU[UNKNOWN]: 0->(247w/247w)[247 247 247] (->247w[247 247 247]) (lim=270) 0c 389GH cooling:0/0xe0
-----BOARD-1-----
PSU[UNKNOWN]: 0->(5w/5w)[5 5 5] (->5w[5 5 5]) (lim=270) 0c 0GH cooling:0/0xe0
-----BOARD-2-----
PSU[UNKNOWN]: 0->(261w/261w)[261 261 261] (->261w[261 261 261]) (lim=270) 0c 401GH cooling:0/0xe0
-----BOARD-3-----
PSU[UNKNOWN]: 0->(195w/195w)[195 195 195] (->195w[195 195 195]) (lim=270) 0c 351GH cooling:0/0xe0
LOOP[0] ON TO:0 (w:6544)
0: DC2DC/1/:[vlt1:712 vlt2:719(DCl:794 Tl:794 Ul:719) 99W 139A 64c] ASIC:[ 85c (125c) 1010hz(BL:1010) 3263 (E:193) F:0 L:0]
1: DC2DC/1/:[vlt1:716 vlt2:719(DCl:794 Tl:794 Ul:719) 100W 139A 74c] ASIC:[ 85c (125c) 1010hz(BL:1010) 3281 (E:193) F:0 L:0]
LOOP[1] OFF TO:0 (test serial failed or something)
2: disabled (serial problem)
3: disabled (serial problem)
LOOP[2] ON TO:0 (w:6733)
4: DC2DC/1/:[vlt1:710 vlt2:719(DCl:794 Tl:794 Ul:719) 106W 148A 71c] ASIC:[115c (125c) 1040hz(BL:1040) 3325 (E:193) F:0 L:0]
5: DC2DC/1/:[vlt1:714 vlt2:719(DCl:794 Tl:794 Ul:719) 104W 146A 89c] ASIC:[120c (125c) 1040hz(BL:1040) 3408 (E:193) F:0 L:0]
LOOP[3] ON TO:0 (w:5733)
6: DC2DC/1/:[vlt1:667 vlt2:674(DCl:794 Tl:674 Ul:719) 86W 128A 84c] ASIC:[120c (125c) 960hz(BL: 960) 3018 (E:193) F:0 L:0]
7: DC2DC/1/:[vlt1:640 vlt2:642(DCl:794 Tl:642 Ul:719) 69W 109A 82c] ASIC:[120c (125c) 860hz(BL: 860) 2715 (E:193) F:1 L:0]
[H:HW:1142Gh (500),DC-W:568,L:0,A:6,MMtmp:0 TMP:(31/31)=>=>=>(41/41 , 68/68)]
Pushed 10 jobs , in HW queue 4 jobs (sw:1, hw:1)!
min:1 wins:19010[this/last min:14/10] bist-fail:256, hw-err:0
leading-zeroes:42 idle promils[s/m]:0/0, rate:699gh/s asic-count:204 (wins:6+8)
wall watts:777
Fan:90, conseq:200
AC2DC BAD: 0 0
R/NR: 1098/0
RTF asics: 0
FET: 0:5 1:5
2 restarted 0 reset 0 reset2 0 fake_wins
0 stuck_bist 0 low_power 0 stuck_pll 0 runtime_dsble
0 purge_queue 0 read_timeouts 0 dc2dc_i2c 0 read_tmout2 0 read_crptn
0 purge_queue3 0 bad_idle
0 err_murata
Adapter queues: rsp=1, req=24
After paying for my order I received this email:
The units were shipped with Fedex. Please see attached shipping documents.
A lot of work was put into designing, building, and shipping these units. We believe you will enjoy them very much.
If you have any questions feel free to contact us at [email protected].
Best Regards,
Katya Penkar
Sales Operations Manager
Spondoolies-Tech LTD.
Tel.: +972(8)8606636
Fax : +972 (8)8643050
Mobile: +972(54)4882443
Please explain why SP refuses to RMA or refund (1J3p2htyCPucmJ1pNaCamsmKdZBbLwhBy5) my two (2) DOA SP20Es and what to do about the SP20Es with the dead board "or something". Not to mention the 2.5 months of lost production from 2 SP20Es plus a few partially functioning SP20Es.
Order: SO1500241, Your Order: 4364, Customer Number: 101113
Gadi, Why don't you or someone at SP answer me
I have not received one answer to any of my questions or my numerous emails to your company. I provided the PO numbers so you know I'm the one that bought 15 SP20Es directly from SP and have been contacting you for months. It appears you've gone out of business.
Hi Miasma,
The last email correspondence with you that I could find in our system is dated March 31 where Barbara offered to RMA the units but you have not responded.
If you have other tickets open please share them either here or via PM.
I also understand that you were asked multiple times to contact the support team via Skype and were also offered for them to contact you. The tech support team is the only one who can diagnose the unit thoroughly. Were they able to get in touch with you?
Gadi
Mar 31, 08:55
Dear Miasma,
If our engineers approve RMA then we will pay for shipment and replacement of the machines. If you do not wish to speak with our engineers then you can ship the machines back to us for inspection and diagnosis.
If the machines are defective we will pay for shipment and replacement/repair. However, if we find that the machines work in our lab we will charge you for the shipments and the diagnostic work. Shipment is $119 per machine each way. Diagnosis is $95 per machine.
I can either arrange a session with the engineer or send you shipping instructions. Please let me know which.
Regards,
Barbara
-------------------
Kind regards,
Spondoolies Tech Support
What will you get from Skyping me if your two SP20Es are DEAD and cannot nor have they ever been detected by my network
How will you communicate with your DEAD products
Why not a Ouija board instead of Skype
I've been trying to get through to you people for months. You want to call me then call me. You have my contact info.
I've read your documentaion and it says nothing about the error messages I've asked about. I have several SP20Es with dead boards.
Why did you say you did a successful burn-in test on all 15 of my SP20Es and so many are defective. In fact, not a single one of them meets your advertised performance spec.