TURNAROUND TIMES FOR EQUIPMENT REPAIRS: WARRANTY AND NON-WARRANTY

Modified on Tue, May 14 at 7:52 AM

This article is intended to inform and set expectations for customers sending their equipment to warranty and offsite repair (non-warranty). Please follow along as turnaround time varies based on whether your unit is under warranty or getting offsite repairs. Whether your unit falls under warranty coverage or requires offsite repair, here's what you need to know:

Warranty Repairs

When your unit encounters issues while still under warranty, our recommendation is clear: opt for a Bitmain certified repair center. It's important to note that in-house repairs are not conducted for units covered by warranty to maintain warranty validity.

Your unit will be shipped from our location to the certified repair center of your choice. Turnaround time typically ranges between 3 to 5 weeks. However, please bear in mind that these timelines are solely dependent on the repair centers and not controlled by Stellar Forge Mining. Variations may occur based on the number of units in the repair queue.

Non-warranty Repairs

For units experiencing failures outside the warranty period, repair options are more flexible, however repair can take longer depending on the condition of the unit and where it will be repaired. In-house repairs which is considered Tier I & II Customer IT Support.

It's important to understand that this duration is subject to the in-house repair queue and operates on a case-by-case basis.

Tier I Onsite Repairs - Tier I Support is anything that can be swapped out that is not on a chip set level or circuit board repair such as power supply units, fans, control boards, hashboards, and cables. These repairs vary on the queue ahead and can take 1 - 30 days as these repairs are dependent on inventory.

Tier II Onsite Repairs - Tier II Support covers all the way to the printed circuit board or chip set level. If something like an ASIC chip needs replacing or any other kind of chip such as a temperature chip the unit will go into tier II support. Tier II turnaround time varies and can range from 3-6 weeks. Units are entered in a queue and are worked on in the order they arrive in.

Tier III Offsite Repairs - Alternatively, selecting a certified repair center may entail longer turnaround times, spanning from 5 weeks to 3 months. This extended duration is attributed to the comprehensive nature of offsite repairs and the processes involved.

By understanding these distinctions between warranty and non-warranty repair processes, customers can make informed decisions and anticipate the timelines associated with their equipment's restoration.