A M.
Charged fee without notice
I wanted to test them with a few miners, so pulled the trigger a few months ago, things have been OK, except for some slow communications and confusing responses. Curtialment was also not mentioned to me when I signed up - nor on thier website - especially as i asked for anything i should be aware of. I am now in month 2 - I purchased 2x S21 from them - 1 of the S21 kept going offline for no reason, so I asked them to do a factory reset. At the time they did not specify or even hint at the fact a factory reset counts as a repair and therefore is charged... I even asked what additional charges there are in general, and factory reset was not listed. When I got the bill it has a fee for factory reset. I asked support why and he said this is a charged service, so asked them to show me the T&C - where it also states they need to "provide a cost and timeline before conducting repairs". When I quoted the T&C, he refused to remove the fee from my invoice but did not give a reason... So I sent the email to the CEO asking for a response, and all I got was this: "Hope all is well. In an effort to provide effective and timely support we generally don't bother customers with notices for small repairs with small amounts given their opportunity cost is much higher than the inconvenience and added downtime. I've provided a discount coupon (MA25) valid for a future new machine purchase as a token of appreciation for your feedback." It is apparently inconvenient to tell customers a service is charged... While support was responding saying he has scheduled it for a factory rest, he could simply add a sentence to say this will be a cost (would have maybe taken 10 seconds?)... which I would of course agree. I think the dismissive tone of this email says a lot about them, if you search there are plenty of people with bad experiences. Charging a customer additional fees without specifying is morally wrong (and against your terms). And is a red flag for me. I will not be using that voucher and will NEVER use these guys again. I'm glad I experienced this on a small issue so I can see their true colours - I was testing them for a much larger investment. I would advise everyone to approach this company with caution!