@shoemakerbruce,

Something must went really wrong here and apology...

Would you please check your PM.  Sent you a contact info.  Lets resolve this.

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.