Since I haven't seen anyone else post their experiences with returns, I'm going to add mine.

First, let me say that I still believe that GAW has gone above and beyond in most cases and will probably come out of this as one of the most reputable mining hardware dealers. Pre-sale customer service was terrific and hardware was delivered very close to when it was promised.

But... post-sale care has some issues to work out. From what I can tell, returns and exchanges need to get Josh's direct approval and since he is tied up with so many other things, the back-and-forth communications take days between responses.

I won't fill this up with the details of the email exchanges. All of them have been very cordial, and there have many, but there are some things that I would caution others about:

1. I never was able to get an actual RMA, except for the email note from Amanda saying that it was okay, which I got after I notified GAW that I had already shipped them out.

2. GAW has had the returned Falcons for almost a week, and I have neither replacement equipment, store credit, nor full refund.
I have been trying to figure out some equitable exchange or return, since I am no longer interested in Zeus-produced equipment. Originally, I requested credit towards the purchase of an A2, but they have since disappeared from the site, the Gridseed delivery dates keep getting pushed back, and the S2 is there for show I guess, since there's no link to either order or pre-order.

3. I do believe that they will make good on their warranty/guarantee, but as it stands today, they have my pre-payment in full for Week One miners and I've got nothing.

IMO, this is mainly a result of delays in communication resulting from needing approval from the top, and could probably be solved by giving the customer service folks the authority to accept returns and issue refunds or exchanges. I appreciate that Josh has been offering to let people email him directly in order to solve problems, but as a business owner, I'm sure he understands that empowering his employees to solve the problems directly is a more scalable solution and leads to better, faster customer service.

Last, there needs to be a better process for RMA. Immediate issuing of RMA numbers, mailing details, and instructions. And when the units arrive at GAW, the customer needs to be notified that they have been received, when they've been accepted, and when they can expect a refund.

Update (07/12/14): Sometime overnight, a credit was posted to my account. (Which I hope to apply to some non-Zeus hardware in the near future.)