No, I expect when my customers and I spend 10k+ on a machine, regardless of the industry, to have support to go with it. Ive been in the IT industry my entire life, and not even HP's RMA process (one of the worst in the industry) is on the ultra-low level of KnC. Ive never seen a RMA processes handled so poorly in my life. No communication, no flexibility, nothing. I would NOT buy another product from this company, not when they are too busy talking about the next thing to fix their current product. Im surprised paypal has not nuked their account from Orbit.
I expect advanced RMA when dealing with something time sensitive, let alone expensive. My dell's have a 24 hour turn around time, IE I get replacement parts within 24 hours or I get some serious compensation. Especially since KNC only sells to "businesses". You think any real business would put up with this kind of crap from one of its suppliers?
Are you comparing a ~42 Billion Dollar company with a 10 Million Dollar company that just released it's first product?
Are you comparing a computer manufacturer who has hundreds of thousands of extra parts laying around to RMA with vs a company who might have a couple hundred?
Again you are comparing a Dell which has a fixed cost that doesn't fluctuate in the 24 hours that you RMA it, that doesn't have any sort of "Pre-Order" line that can be gamed tarnishing the image of the company.
I understand that you don't want to lose money while it is being RMA'd and they should as a company send some sort of compensation per Board that is sent back in based on current difficulty. This will be the only part that I agree with.
Is one of your boards completely dead or is it under performing?
I'm going to swipe bobsag3's response and respond...
Depends on what you call "under performing." My module would run for almost exactly 30 minutes at 70 Gh/s and then shut the machine down. Period. Had to power off and back on to get the Jupiter to come back up. 30 minutes later, dead again. I isolated the problem to one particular module, even swapped it into another machine - 30 minutes later, machine dead. Running the module by itself - 70-80 Gh/s, and machine dead after 31 minutes. Tried every version of firmware - same result, module would run for 30 minutes about, then kill the machine it was in. Every time. Every version. Every machine.
I couldn't seem to get the point across to customer service that the module would run for almost exactly 30 minutes, and then kill the machine it was running on. I spent a week trying to explain the problem, then finally got fed up with it and "strongly requested an RMA" after playing "what happens if" games for a week and a day. Returned the module, and it has disappeared - no acknowledgement of it arriving, no status, no return shipping info TWO WEEKS after the tracking number shows it was in their hands.