Quote from: wh00per on December 23, 2014, 05:05:47 AM

Quote from: dogie on December 23, 2014, 04:04:17 AM

Quote from: pak13 on December 23, 2014, 02:34:30 AM

It may have felt a lot like your emails to Bitmain since Dogie is a paid employee of bitmain to help english speaking customers. Supposedly. Most of his responses are simple scripted 1 liners.

If I am a scripted account, then my writer deserves a Turing Award.

Unfortunately you do not understand what a "scripted response" is. Let me explain.

1st level support is usually tasked to solve common issues, like "is it plugged in?", "let's upgrade firmware to the last stable version" .. etc .. The questions to be asked a customer seeking support are to be followed in a certain manner (i.e. scripted), so that based on the customer answers, if (s)he can't fix it, level one support escalates the issue to the right people. Therefore, Level 1 support follows a predetermined "script" to figure out the issue .. You don't need a lot of training for Level one support .. it just needs to be organized.

Now, it worries me a little, if the hired support behaves like in the post above, instructing a customer who paid a decent sum for a miner, to ship the miner or the boards / miners for replacement to another (official or not) forum user without proper customer identification, RMA #, incident analysis and documentation. BITAMAIN does not learn anything about the issue this way and considering everyone "legit" .. incurs costs without any possibility of fixing the same problems for other customers. That's basic support personnel training .. I hope for your sake that BITMAIN does not ask for customer reviews on the offered support when they close the tickets .. (if there are any support tickets) ..

You say I'm not helping. I hope I do. If not the customer here, maybe other customers following .. If no one told you yet ..make sure you understand you're BITMAIN's employee. "your" beta is BITMAIN's beta. In the event you actually fixed some bugs, by saying literally that "1024 breaks the reset button" you are not doing BITMAIN any favors. I personally won't be considering thinking to buy any BITMAIN units with such support. It might be better than it was before .. but not good enough for the average North American in the 21st century.

Quote from: dogie on December 23, 2014, 04:05:04 AM

Agreed, anything but the beta firmware I posted past 1024 should be avoided. 1024 also breaks the reset button, my beta one fixes it.

So Dogie knows all about the units slowing down after a few hours... Wonder why Ken had to be the one to provide the resolution? If Bitmain is aware they have faulty firmware why can't they tell me this up front and how to resolve instead of the endless circle of emails stating: "Hi,
I'm a bit confused. you only have 1 control board broken, why you asked for 2? (sound familiar?)
for the miner, please connect the blade one by one and confirm which hash board is broken, we can provide the RMA for the hash board. "
I couldn't have been more clear, Here was how i replied (6 times): This is the screenshot for the unit. It runs for a while and then slows down. You can see it ran for 5 hrs 33 minutes and has an ave 413 GH/S. As you can see the current speed is 45 GH/S. The unit is supposed to run at 455 GH/S. This is my problem with both units. (They crash after running for a short time).
I get the same reply until my head is about to explode: "I'm a bit confused. you only have 1 control board broken, why you asked for 2?"

Now do we all understand why I am soooo annoyed? I was patient the first 5 email cycles. All this time my money has been spent and mining difficulty increases. I hope these miners are not totally obsolete before I even get them running. Hey these are BRAND NEW, why do i have to go through this!!!

BITMAIN-TECH - you want this resolved? ship me a controller board. Do it right now, this minute. (Right after you ensure it has the correct firmware version).

Thank you! (Especially you Ken!!!)