If your machine is not working properly, we want to correct the issue as quickly as possible. To do that we need your help – please follow these instructions and let us know if you have questions during the process.
Beginning from Oct. 1st, 2016, a 180-day warranty is provided starting from the shipping date. Repair tickets must be created within that 180-day period, otherwise the warranty will be void.
The Work Order process:
a. If you are able to troubleshoot and are certain which part/unit is faulty you can create the repair ticket and ship the part/unit to us. Online troubleshooting?
b. If you are not certain how to locate the faulty part/unit, please contact us for help. Online consultation?
c. If the hashboard/PSU is burnt, oxidized, broken or the PIN on it is fallen off, it will be scrapped and can not be fixed. Please do not return it anymore. Scrap or not?
d. If the customer removes/replaces any components especially hashboards without first receiving permission from Bitmain, for technical reasons the miner/hash board cannot be repaired. All the hash boards in the same miner must have the same serial numbers.
e. Please only ship whole Antminers, hash boards, control boards and PSU to our repair centers. Other accessory parts will be discarded during customs clearance.
a. Pack the parts carefully. Shipment damage will void the warranty. If PINs are damaged on the hash board, we cannot repair or replace the board and you will need to make a claim with your shipper. Here is a video demonstrating how to pack the hash board: How to pack?
b. For the miner, if your miner is:
S7: Ship ONLY the defective part, please do NOT ship the whole machine
S9/S9i: Ship the whole machine
T9/T9+: Ship the whole machine
R4: Ship the whole machine
L3+/L3++: Ship ONLY the defective part or the whole machine
D3: Ship ONLY the defective part or the whole machine
A3: Ship ONLY the defective part or the whole machine
V9: Ship ONLY the defective part or the whole machine
X3: Ship ONLY the defective part or the whole machine
B3: Ship ONLY the defective part or the whole machine
Z9 mini: Ship ONLY the defective part or the whole machine
c. Click 'Export PDF' on upper-right corner to print two copy of Repair Ticket. Stick one copy outside the package and put the other copy inside the package. The package will be rejected if there is no two copy of Repair Ticket.
d. Please be sure to declare value “within $45” and describe the product as “Warranty part” on the waybill, otherwise the extra customs clearance fees will be billed to the client.
e. Be sure mark "deliveries are made on working days only" and "Antminer" on the items description of the waybill. We are not liable for any delay due to this information not being included on the package.
f. We will not accept "Freight Collect", the packages will be sent back to the sender if you use it. Per the terms of our warranty coverage you need to pay for the shipment to us. We will pay for the return shipment once the repair is complete, subject to warranty coverage. However, we shall not be responsible for any additional cost including local customs duties and taxes.
g. The costs incurred in connection with the returning of the product, part, or component to our service processing facility shall be carried by the product owner. We shall not be responsible for any loss due to delivery service of the carriers. Leading international carriers are highly recommended.
h. Bitmain does not provide compensation for down time during the repair process, or down time resulting from Customs or shipping delays
i. Please do NOT ship products of a company other than Bitmain. Packages containing products of other companies will be returned to the sender or discarded.
j. We are not able to send more than 60 miners to the same customer one day, please do not ship more than 60 miners together to avoid delay in shipment.
k. Please create one repair ticket for one tracking number. If you have multiple tracking numbers, please create corresponding repair tickets.
l. In some cases, it is possible that your tracking number can be changed during the shipping process especially when you use some local Logistics companies. We advise you to keep the SN number of the defective parts for further check in case the tracking number has changed.
j. ** IMPORTANT** For Antminer S9, S9i, T9, T9+, and R4, the whole miner needs to be sent back to us for repair. Failutre to do so will result in additional costs and severe delay in repair and all costs associated will be borne by customers.
k. Please ensure all the Hashboards have the same SN Tag (serial number). Customers will need to bear the additional costs and delays in repair resulted from mixing hashboards from different miners.
l. Please exercise extreme caution to pack the Antminers separately so as to avoid potential damages during shipment. You may use the original packing box if available.
m. Our overseas repair sites are only available for customers residing out of mainland China. For domestic customers with products in mainland China, please contact Bitmain domestic customer support for further assistance. In addition, Hong Kong repair site is available for global customers while USA and Russia sites are only available for domestic customers respectively.
n. Consignee (Repair ticket is needed)
1) HongKong Delivery Address (Worldwide you can ship to our Hong Kong facility)
Name: Brian Wei
Company Name: Win-Link Electronics Technology CO. Limited
Address: FLAT/RM2, 10/F, Wah Wan Industrial Building, 2 Kin Fat Lane, Tuen Mun, NT, HONGKONG
Tel: +852-24437568 (The number is only available for logistics, not for service)
Postal code: 999077 (no postal code in HK)
Working Hours: Mon - Fri: 9:00 - 18:00 (local time)
2) USA-CA-Newark Delivery Address (If your miners/hashboards are currently in the US, you can ship them to our US repair site. Otherwise, the packages will be returned to you) Online consultation?
Recipient's Name: Henry He
Company Name: Elitegroup Computer System, Inc. (USA)
Address: 6851 Mowry Avenue, Newark, CA 94560
Working Hours: Mon - Fri: 8:30 - 17:30 (local time)
3) USA-WA Delivery Address (If your miners/hashboards are currently in the US, you can ship them to our US repair site. Otherwise, the packages will be returned to you) Online consultation?
Name: Ant Creek
Address: 4075 Malaga Highway, Malaga WA 98828, USA
Tel: +1 (509) 860-0223 (The number is only available for logistics, not for service)
Working Hours: Mon - Fri: 9:00 - 18:00 (local time)
4) Russia - Irkutsk Delivery Address (If your miners/hashboards are currently in Russia, you can ship them to our Russia repair site. Otherwise, the packages will be returned to you) Online consultation?
Name: Baborin Maxim (Баборин Максим Александрович)
Address: Index 664043, Irkutsk city, Rakitnaya street 12/3, office 103；Адрес: Индекс 664043, г. Иркутск, ул.Ракитная 12/3, офис 103
Tel: +79500938658 (The number is only available for logistics, not for service)
Working Hours: Mon - Fri: 9:00 - 18:00 (local time, GMT +8:00)
** Note: Kindly ensure the package is delivered up to office site directly, so as to be signed and received by Baborin Maxim. (Доставку необходимо производить до дверей нашего офиса, там посылка будет принята Бабориным Максимом)
a. Log into your Bitmain account and click “Create repair ticket”. Create a repair ticket now?
b. Read the After-sales service terms, click the “Accept the Above Terms of Service and Statement” box and click “Next”.
c. Complete the requested information and click “Next”
d. Complete the Delivery Tracking Number, Delivery Logistics and Shipping address information.
Please enter the actual shipping tracking number. If you do not have the right tracking number, please try to input the date of today like 2017051514 (Year/Month/Day/Hour). first then revise it after you receive the right tracking number. Kindly update the actual tracking number to the ticket once available. This is important as our Repair Center will match the tracking number in the repair ticket online with the tracking number on the package waybill. Please ensure the items listed in the repair ticket is the same as the items in the package shipped to us.
f. Once the ticket is complete you can go to “My Repair Tickets” to view and edit your tickets.
If your machine is out of warranty you can send the parts or machine to Bitmain for paid repair,
send the package to Bitmain for paid repair:
a. Please contact us first before returning for repair.
b. Please create a repair ticket.
c. The bill will be sent to you once the machine is repaired. Be sure to pack parts well before shipping out.
d. Be sure to pack parts well before shipping out.
If the boards get damaged during transport, we cannot repair them.
You can also send the faulty parts to Bitmain Warranty in the United States. Bitmain Warranty is a separate company. You can contact them at email@example.com
For additional contact information please see their web site: https://myrig.com/contacts/