HOW TO REQUEST OFFSITE REPAIR (NON-WARRANTY)

Here's how you can request your machine to be sent out for for non-warranty repair.

Step 1:

Go to https://stellarforgemining.freshdesk.com/support/tickets/new and create a support ticket regarding your offline or under performing unit. Our onsite IT team will troubleshoot your unit and determine if your unit can be restored onsite or if your unit should go out for offsite repair.

Turnaround time may vary depending on the manufacturer's repair facilities. Therefore, it is beneficial for the unit to go through onsite troubleshooting before going to offsite repair.

Step 2:

Await a response from our IT team regarding the status of your unit. 

• If your unit comes back online and has been hashing properly there is no longer a need to pursue offsite repairs as sometimes units just need basic maintenance such as thorough cleaning to hash at full capacity again.
• If repairs require us to go above 30 minutes of tech time we will reach out for approval to work beyond those 30 minutes, however if within that time frame we can't diagnose the issue with your unit it should be sent out for offsite warranty repair. Our IT team will provide you with offsite repair pricing.

Note: If there is no approval by the customer within 10 business days the unit will be placed in storage. 

Step 3:

Once approved for offsite repair expect a response from our IT team with tracking numbers for each unit sent out for offsite repair.

Here's what to expect next

Keep an eye out when your unit/s return from offsite repair. Our IT team will reach out when your unit(s) have returned from repair center and brought online. All you need to do is confirm your pool account and worker names have been configured correctly.