Ting Shao has been a great support to me.
During firmware upgrade, I messed up my S3 Controller board. Ting Shao replied and asked me to send it for RMA.
I said it will take 2 weeks to get to China, and I prefer to pay upfront than to wait for the RMA fix.
I paid for the S3 board (since it was my f***up), the board showed up 2 days after via UPS express.
Bitmain's customer support is excellent. I think if you are reasonable with them and don't try to hide your f***ups and try to scam bitmain, you will get your fix right away.
Really? It took him over a week to get back to me before I could get a bitcoin address and the shipping label he didn't attach to his email in the first place, even after repeated attempts at following up at that point. And in my case, the one hashing board that died did so after only running 2 hours at stock speeds. No firmware update, no OC, I planned to be careful for the first week before deciding what to do, and I didn't even get that. I guess we had two different guys using that name maybe?