This is what i wrote to support after they told me that they do not have an advanced RMA program.
What would be an estimated turnaround on that sort of service , and I assume all costs are covered by KnC. Even 4 days without my unit means I will never see an ROI so I hope your program can do a quicker turnaround than that. I propose a sort of BTC escrow program to be used in order to facilitate advanced RMA services to KnC customers.
- 1.Customer contacts support about an issue, and support determines from SSH ing into the miner to confirm that there is a hardware defect.
- 2.Once a hardware defect is confirmed by KnC or ORSoC then the customer can choose to either do a standard RMA, or
- 3.Put up BTC in the value of the the chip being sent ( or more if deemed necessary), held in escrow by a trusted bitcointalk forum member.
- 4.KnC confirms the escrowed transaction for the customer, and then sends a replacement chip to the customer.
- 5. Upon delivery of replacement chip(s) the customer immediately returns the defective chip, in the packaging the replacement came in.
- 6. KnC confirms reception of the defective chip in Sweden at the factory
- 7. At this point the RMA is completed and the escrowed funds can be returned to the customer, who has had 0 downtime
Obviously it would be to the discretion of your engineers about confirming hardware defects. But with BTC in escrow, the risk of sending out chips to customers is mitigated, and practically guarantees that KnC will either receive the defective chip from the customer or retain the escrowed funds in the amount of the goods sent, removing risk from the situation almost entirely.
As Ive said before Ive had a wonderful experience with you guys so far, but to keep with the motto of under promise over deliver, I have not been satisfied. My unit was shipped a week late with a defect that caused it to max at ~100gh/s @157w far below what was promised. Here is your chance to over deliver, on those promises you made. Help me get my unit back up to full speed, without having to deal with any downtime in the cutthroat game that is mining BTC.
I proposed the idea briefly on bitcointalk, and there was lots of customer support. You guys have done great so far, and this really would be an opportunity over deliver, to stick it to the competition, put the customer first, and utilize one of the most useful, yet underutilized features of the bitcoin protocol.
my 2 mBTC
please and thank you all for your wonderful service thus far.
I know they aren't going to create such a program based off this one email sent by a Batch 1 Mercury customer, but if this gets around enough we may be able to get what we want. They've already surprised the market once