Manufacturer Repair Center : Note from Michael

Dear Customers, 

I wanted to personally address an important issue mining customers and us as a hosting provider have been facing with certain batches of factory units to Manufacturer Warranty Centers. We recognize that the performance of outside Factory Repair Centers and outside Manufacturer Warranty Services has fallen short of your and our standards at times, and I fully share in your frustration more-so with certain manufacturers.

We receive, from time to time, units back from the approved Manufacturer's Factory Warranty Services that have still not been repaired—something we consider unacceptable. Many times, we've had to step in, take a second look, and fix them ourselves during the warranty period (although that is not our responsibility). 

While we may not fully understand why these outside Manufacturer Factory Warranty Services have been inconsistent, we’re actively working to improve the situation. We’re introducing new processes internally and new chipsets, while implementing a new advanced diagnostic service to enhance "second look" diagnostic services, if needed after they return from Factory Warranty Centers. 

These steps are part of our ongoing commitment to resolving these issues and providing you with the best possible support. We truly appreciate your patience as we work to address these Manufacturer Warranty Repair Center challenges. Although, this is not our responsibility as a host, we're trying to help where we can as we are actively listening as a third party to Manufacturer Warranty Services.

If you want us to review units that come back from Warranty not fixed, we are now going to offer "Second Look" diagnostic services. In many cases, we've been able to fix the issues ourselves during the warranty period. We are actively voicing and pushing manufacturers to get better at their processes as well.

I am personally, and we as a team, frustrated with how warranties from time to time are being handled by the manufacturers. Know that we are on your side pushing.

Sincerely,

Michael Cantu

Managing Partner, Stellar Forge Mining