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| Maintenance Guide I. After-sales Maintenance Process 1. Sending the Faulty Machine Please contact customer service before maintenance. We will assist you in resolving non-hardware issues and guide you through the process of creating a maintenance ticket. Working hours: 【Weekdays: 9:00 AM – 9:00 PM Weekends: 9:00 AM – 6:00 PM 】 Contact information: 【Email: Support@elphapex-miner.com 】 Notes: 1.1. If the mining machine malfunctions, please return all accessories including the controller, power supply, and fans. 1.2. If the control board or power supply malfunctions, please only return the respective control board and power supply for repair. 1.3. Please do not return the hash board separately for repair. 1.4. Items beyond the warranty period will incur charges, and our system does not support returns without repair. 1.5. Damaged serial numbers (SN) will invalidate the warranty, so it is recommended to keep clear copies of the SN. 1.6. Please use the original packaging box or cushioning materials to pack the mining machine properly to ensure safe transportation. After-sales will not be responsible for damage caused by logistics reasons or user mishandling. 1.7. After-sales does not support self-pickup of logistics parcels. Please do not choose self-pickup. The round-trip shipping costs for repairs are borne by the respective parties. When sending the machine for after-sales repair, please be sure to choose freight collect. 2. Register an Account Visit the official website【Support > After-sales Support > Redirect to After-sales Official Website > Register】 Notes: 2.1. Chinese mainland mobile numbers cannot be provided. This field is optional and cannot be used for logging in. 2.2. The account name is used to search for your orders and cannot be used for logging in. 2.3. Your email is your only login account. Please keep it safe. 3. Create a Maintenance Work Order Visit the after-sales official website【Service Support > Start Repair > Agree to After-sales Service Terms > Confirm > Select Service Site > Apply for Repair】, and enter the work order page to fill in the logistics information for sending, return machine information, and repair information. Notes: 3.1. One work order corresponds to only one logistics tracking number. If multiple logistics numbers are sent out (excluding master and sub-tracking numbers), a work order must be created for each logistics tracking number. 3.2. When a user needs repair, a repair work order must be created in the system, with complete information about the repair parts, customer information, and logistics tracking number. After-sales will refuse parcels under the following circumstances: （1）No work order created; （2）Physical items do not match the work order (after-sales cannot determine （3）whether it is an error in creating the work order or a logistics transportation problem); （4）Incorrect work order creation (incorrect courier number and incomplete return information). （5） The user has not paid for return shipping fees; （6）The product arrives without proper packaging or the packaging is severely damaged. Therefore, all resulting losses (including repair costs, loss of earnings, etc.) are the responsibility of the user. 3.3. After-sales work order status query method: Visit the after-sales official website【Personal Center > Repair Work Order】 Explanation of after-sales work order status: To be confirmed (Pending confirmation by after-sales customer service and technical specialist) > Pending receipt (Before logistics signs for the package) > Pending initial testing (Before testing the first product on the equipment list) > Under repair (From completing the initial testing of the first product to completing all items on the equipment list) > Returned (All items on the equipment list have been returned) > Pending evaluation (The receipt of all returned work orders has been completed) > Evaluated (The customer has completed the evaluation) 3.4. When filling out the after-sales work order, please make sure to provide clear address information. If there is an error in the work order, please contact customer service for modification. II. After-sales Receipt III. Quotation for Repairs 1. Free Maintenance Period: From the machine’s manufacturing date to the date when the repair parts are received by the repair center falls within the warranty period. Anything beyond the warranty period is considered out of warranty. The after-sales warranty period is marked on the official website’s after-sales policy section, and you can also inquire about the warranty period for single or batch machines on the【After-sales Official Website > Warranty Inquiry】. 2. For out-of-warranty machines returned to the after-sales service, repair quotations will be provided based on the actual condition of the machine. If a machine cannot be repaired or has no repair value, it will be returned for disposal.【Please contact customer service for repair quotations】. 3. The following situations will invalidate the warranty and will not be repaired or will be subject to paid repairs: 3.1 Non-Repairable Situations We will not repair your product under the following circumstances or faults: (1) Loss of the mining machine. (2) Damage to the machine due to the use of third-party overclocking software. (3) The product you apply for repair is not sold by us, or it is insured by another third party, or it is a counterfeit product. (4) Surface scratches, rust stains, and cracks caused by manufacturing processes or non-external forces that do not affect the normal operation of the product. (5) Scrap: Including but not limited to board burnout, product corrosion/oxidation, chip pad pin detachment, PCB fracture, unconnected board holes, use of POE switches, natural wear and tear of components, etc. (6) Malicious warranty fraud behavior judged by us, including but not limited to deliberately forging or replacing product or component barcodes, or attempting to obtain after-sales repair services that should not be enjoyed through loopholes in the terms. Please note that if there is any behavior of replacing product or component barcodes, the products, components, and products using non-original barcodes will not be repaired. (7) The product model has been announced EOS, and the announcement period has expired. 3.2 Paid Repair Your product will require paid repair under the following circumstances: (1) The product is out of warranty, including the product has exceeded the warranty period when the repair ticket is created (the creation time of the repair ticket is based on the display on this website); the product did not arrive at the designated repair center within the specified period, and upon arrival, the product was already beyond the warranty period. (2) Warranty invalidation of the product: a. Machine damage caused by failure to install, use, maintain, or maintain the machine as required by the user manual; b. Damage or loss caused by falling, breaking, accidents, theft, misuse, abuse, negligence, misoperation, improper installation, or non-compliance with maintenance and storage requirements; c. Mixed board product: Mixed board product refers to any or all hash boards or control boards in the product that are not original components of the product, and any situation that hinders us from determining whether the hash board or control board is an original component of the product; d. Accidental product damage caused by physical factors, including but not limited to moisture, corrosive environment, surges, extreme temperatures, transportation, or abnormal working conditions; e. Crushing, dropping, burning, or dropping injuries caused by improper operation of the machine or components on the board; f. Product damage caused by overvoltage or Undervoltage, leakage current; g. Product damage caused by excessively high or low ambient temperatures; h. Damage to the whole machine, structural parts, components, and components on the components due to moisture, oxidation, corrosion, short circuits, and other types of damage caused by immersion in liquid or extremely harsh environments; i. Product damage caused by force majeure, including but not limited to floods, lightning, fires, earthquakes, tsunamis, lightning strikes, etc.; j. Disassembly of the machine or any changes to the machine without our or our authorized service agency’s permission; k. Product failures or damage caused by using power supplies, accessories, components, or components that are not manufactured by us or our authorized institutions and do not meet our parameter requirements; l. Failures or damage caused by unauthorized firmware or drivers, including but not limited to unauthorized overclocking firmware; m. Product damage caused by incompatibility with current and/or future versions of operating systems, software, and/or hardware; n. Data loss or damage caused by improper use, etc.; o. Alteration, disassembly, or repair without our authorized permission. p. Product damage caused by human behavior. Such as liquid ingress, falling, input of inappropriate voltage, excessive pressure, motherboard deformation, etc. For power adapters, if there is obvious physical damage, cracks, broken feet, severe deformation, power cord damage, broken wires, bare cores, etc. (3) For products requiring paid repairs, you can contact our authorized after-sales repair partners for paid repairs. For repair methods and prices, please inquire with our authorized after-sales repair partners. 3.3 The following damages caused during the use or transportation of the machine, which cannot be repaired by after-sales service, and any resulting losses, shall be borne by the user: (1) Scraping, (2) Scraping and rejection of quotation for mixed board machines by customers, which can be returned unrepaired if operable; quotations for normal machines are not allowed to be rejected without repair. (3) After-sales service will no longer return the machine for cases where no work order has been created for more than 90 days and no contact with customer service has been made, repair fees have not been paid, or parcels have been refused by the user for reasons attributable to the user. 4. The following damages caused during the use or transportation of the machine, which cannot be repaired by after-sales service, and all resulting losses shall be borne by the user: 4.1 Scrap; 4.2 For scrapped or rejected machines after quotation, the customer shall operate the return without repair. For normal machines, returning without repair after quotation is not allowed. 4.3 After 90 days without creating a work order and contacting customer service, paying the repair fee, or refusing to accept the return package due to user reasons, the after-sales service will no longer return the machine. IV. Machine Return 1. Under the premise of correctly creating the work order, the return time for machines is as follows: 1.1 In-warranty machines: Generally, the delivery time after-sales is within 7 working days from the system’s confirmation of receipt date. The specific time depends on the actual repair progress. If there are a large number of repairs or entire machine repairs, the time may be extended accordingly. 1.2 Out-of-warranty machines: Generally, the delivery time after-sales is within 7 working days after sending the payment voucher to customer service. Normally, the after-sales service will return all machines under one work order together. If there are a large number of machines for repair, they may be returned in several batches. If there are out-of-warranty machines that require payment, please pay the repair fees as soon as possible to avoid delaying the return time for the entire order of machines. 2. Principles for selecting after-sales return logistics: Currently, after-sales returns to support the following logistics methods: [UPS、Fedex、DHL]; if you have any questions, please be sure to contact customer service in advance to confirm. 3. Due to the longer actual repair time of the products, to avoid losses in mining income caused by long-term repairs for customers, we may randomly send pre-repaired products under the premise of ensuring the same model of products. If you need to return the original product, please add remarks when creating the return work order and contact customer service to explain the situation. Note: Due to random shipments, we cannot guarantee the return of the original product. There may be differences in the newness of the received products, but the production dates of the products are close, and the work efficiency is not affected. The product warranty period is based on the user’s order delivery time. 【Link】 . . |
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