ASAR Service instructions: in general, with respect to machine(s) repair and maintenance, the machine(s) will only be returned to you once the After-sales Department has signed to acknowledge the receipt of the machine(s). However, the ASAR Service refers to the process that after the customer has shipped out the machine(s) to be maintained and the relevant logistics information can be tracked on the corresponding logistics website, the customer can contact the customer service to confirm. The After-sales Department will then arrange machine(s) delivery while the package has not yet been signed.
Forms of ASAR Service (2 choices)
(I) Deposit-based ASAR Service
Deposit-based ASAR Service procedure
- The customer should send the package and create work order correctly, and then transfer the deposit to the after-sales payment account.
- After tracking the relevant logistics information on the corresponding logistics website, the customer should contact the customer service and send the logistics tracking number and payment information to the customer service for confirmation.
- In general, the after-sales department will arrange the shipment of machine(s) on the second working day after receiving confirmation from the customer service.
- Deposit refund. The customer should contact the after-sales customer service to register and apply for the refund of deposit on the second working day after the after-sales customer service has received your package. Please be noted that the deposit refund cannot be treated in advance, and the customer service will make the refund within nine (9) working days.
Deposit refunding process
Please send the following information to: sales.support@bitmain.com via the e-mail address where you created the work order. Please carefully check whether the information is correct before submitting the message. The customer shall be liable for any refund mistake arising from the wrong account information provided by the customer. The refund request cannot be cancelled once initiated.
- Corresponding tracking numbers of ASAR Service deposit
- Payee's name and credit card number (the refund will be returned through the same channel, thus please fill in the credit card number of the payer)
- The full name of the bank (detailed to the specific states, municipal branch name)
- The number of remittances, the amount of each remittance, and all ASAR Service tracking numbers corresponding to each remittance
- Photo of the credit card (please make sure the credit card number is clearly visible) and the payment voucher corresponding to each remittance
(II) Credit-based ASAR Service
Credit-based ASAR Service procedure
- The customer should contact the sales manager for credit granting.
- The customer should send the package and create work order correctly.
- After tracking the relevant logistics information on the corresponding logistics website, the customer should contact the customer service and send the logistics tracking number and payment information to the customer service for confirmation.
- In general, the After-sales Department will arrange the shipment of machine(s) on the second working day after receiving confirmation from the customer service.
Application method of credit
Contact the sales manager and submit it at the reception of our official website. Choose individual credit application if you are an individual customer; choose enterprise credit application if you are a corporate customer.
Information to be provided for individuals' credit application
The Credit Application Form signed by the customer, the front and back photos of the ID card, the photo of the customer holding ID card, and the personal credit report.
- Download individual credit application form: Individual Customer Credit Application Form. rar
- The personal credit report shall be from credit reporting agencies, namely Experian, Equifax and TransUnion.
Information to be proved for enterprise's credit application
Application form for enterprise credit granting, photo of the original business license, enterprise credit report. All materials shall be provided with the official seal.
- Download enterprise credit application form: Enterprise Customer Credit Application Form. rar
- The enterprise credit report shall be from credit reporting agencies namely Experian, Equifax and TransUnion.
- The credit reports issued by your government official agencies will also be accepted, if the credit reports is not from above "Big Three" credit reporting agencies.
ASAR Service Notes
- After the relevant logistics information can be tracked on the corresponding logistics website, the customer can contact the After-Sales Department to provide the tracking number, then the After-Sales Department will register and ship out the machine(s) for replacement in advance.
- The Customer, after having tracked the shipment of the machine(s) for maintenance on the corresponding logistics website, should contact the customer service in a timely manner and provide the logistics information of the machine(s) for maintenance. Otherwise, the shipment time of the advance-replacement machine(s) will be postponed accordingly.
- The shipping fees from BITMAIN to customer-end will be paid by BITMAIN, but customs clearance fees shall be covered by customers when that happens. The shipping fees from customer-end to BITMAIN shall be paid by the customer.
The ASAR Service will be suspended in the following situation:
- If the machine(s) for maintenance is mistakenly shipped due to the wrong repair ticket information provided by the customer, the customer shall contact the After-Sales Department for treatment before the ASAR Service can be resumed.
- Customer returning mixed hash boards shall contact the After-Sales Department before.
- In the event that there is a machine which is outside the warranty scope in the Machine(s) for Maintenance to be returned by the customer, the customer needs to pay relevant maintenance fees and notice the After-Sales Department before the machine(s) for replacement is shipped in advance.
- In the event there is a scrapped machine in the Machine(s) for Maintenance to be returned by the Customer, the Customer shall contact the After-Sales Department before the machine(s) for replacement is shipped in advance.
- In the event when machine(s) has not been received by BITMAIN after 15 days we ship out repaired machine(s), the customer shall contact customer service to pay the forfeit.
- The credit balance or deposit balance is insufficient.
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