First of all, let me say that I have been in this situation
The customer "IS" or needs to be responsible for a clear line of communication
Bitmain gave me their account number to do my RMA .. I all so found out that this was not acceptable in the US in order to generate a return label. I promptly emails Bitmain back and gave them a run down on the situation and they generated the return label on their end .. I was out only a 24 hour loss in return time.. The key to this whole mess is "communication" , and don't give up on that very critical key.. What I found is that Bitmain is their to help you IF you help them help you
.. Now you can be bull headed and say that its all on Bitmain but I'm sorry, in this situation if you want to get results you will have to do some of the leg work in the communication department .. I have several S1's and an S2
I am happy with my product other then the fact that their is a VERY small ROI that I was well aware of Bitmain is by far better then a KNC or BFL in my opinion .. The only thing that was wrong with my S2 was a bad thermal reader on one card, and I can live with that
I do wish Bitmain had a local US parts house, but all in all I'm very happy with their service ..
I had the exact same issue on my RMA (previous post pages ago). After getting a non-response from Bitmain I posted here and sent another e-mail, this time copying
info@bitmaintech.com as well as the customer service rep who failed to respond. Within a few hours they fixed the issue.
Bitmain's RMA procedures need to be improved (they should know to provide UPS labels for example, and tracking codes to include in the box so they know when they get the return back - my return somehow got lost in customs!).
But agree with the above that Bitmain's customer service is excellent and always has been. There are glitches like what I experienced and what the last few posters experienced, but keep at them and when you get the attention of the right person all will be resolved.