Support Policy
After-sales guide

Jasmine after-sales wechat: jasminer2021, JASMINER sh
Working hours: 9:00 ~ 18:00 on working days
Matters needing attention:

When JASMINER product (machine) breaks down, please contact the after-sales personnel in time. After understanding and remotely detecting the broken down machine, the after-sales personnel suggest the customer to repair the broken down server

After the user creates a work order, the after-sales default is that the express package is faulty or damaged, and the package will be signed in normally; After unpacking, the after-sales department will check the machine failure and damage. The after-sales department will not bear the damage caused by logistics and users.

In order to avoid damage to the machine during transportation, users should pay attention to take protective measures during packaging when sending the machine.

After-sales service does not support self delivery of logistics packages. Do not choose self delivery; The round-trip freight for the maintenance of the mining machine shall be borne by each party. When the user sends the after-sales maintenance, please be sure to choose the freight paid in cash.

1、 After sales process
Ⅰ. Create a repair order
Enter the official website to create a repair order and enter the page to add customer information and equipment information
Our customer service will contact you in time to provide you with technical support and confirm whether the equipment needs to be returned to the factory for maintenance.
After confirming the need to return to the factory, you need to fill in and improve the logistics information and receiving address in the work order

After sales packages will be rejected if:
① No work order is created;
② The physical object is inconsistent with the work order (the after-sales cannot distinguish whether it is the work order creation error or the logistics transportation problem);
③ Work order creation error (express order number is filled in incorrectly and repair information is not filled in completely).
All losses (including maintenance costs, loss of income, etc.) arising therefrom shall be borne by the user.
After sales work order status query method: Official Website - personal center - after sales service - service record
When filling in the after-sales work order, the user must fill in the address information clearly, and cannot modify it when the work order is submitted;
Ⅱ. After sales receipt
Ⅲ. Quotation maintenance
Free after-sales maintenance time: the difference between the date when the machine leaves the factory and the date when the maintenance parts are received at the maintenance point is within the warranty period. If it exceeds the warranty period, it will be regarded as out of warranty.
JASMINER's official website can be queried in after-sales service > warranty period query >.
Once the warranty machine is returned to the after-sales service, the after-sales service will quote for maintenance according to the actual situation of the machine. If the machine cannot be repaired or has no maintenance value, it will be returned for treatment. For maintenance quotation, please pay attention to the status of after-sales work order or contact the customer service of Jasminer.

The following conditions will invalidate the warranty and will not be repaired or repaired free of charge:
① Human factors:
Product damage caused by improper use or misoperation;
The machine itself is disassembled (the label of the machine is artificially damaged), and the components are changed and replaced without permission;
Product damage caused by using products that are not ours and do not meet our required parameters;
The computing board or chip is crushed, broken or burned;
Product damage caused by high voltage and electric leakage;
Product damage caused by too high or too low ambient temperature;
The serial number of the machine is missing or ambiguous;
Any situation that makes us unable to judge whether the product is within the warranty period;
② Natural factors:
Natural disasters, including damage caused by lightning, flood, storm, fire and earthquake, such as water inflow, damp and corrosion of circuit boards and components;
Natural wear;
③ Other factors:
Counterfeit products, etc.
The following damages caused by the machine during use or transportation cannot be repaired after sales, and all losses arising therefrom shall be borne by the user;
① Scrap, including board burning, product corrosion / oxidation, chip pad pin falling off, PCB fracture, board hole blockage, etc,
Scrapped and mixed board machines are not accepted by customers after quotation, and can be returned without repair; The quotation of normal machines cannot be returned without repair.
If the work order is not created and the customer service is not contacted for more than 90 days, or the maintenance fee is not paid, or the returned package is rejected due to user reasons, the after-sales service will not return the machine.
Ⅳ. Machine return
On the premise of correctly creating the work order, the return time:
Warranty machines: the after-sales delivery time is generally within 5 working days from the date of receipt confirmed by the system, which shall be subject to the actual maintenance progress. For example, the maintenance time of large quantities or complete machines will be extended according to the actual situation;
Warranty machines: the after-sales delivery time is generally within 5 working days after the payment voucher is sent to the customer service.
Generally, machines under a work order will be returned after sales; If the repair quantity is large, it can be returned in several times. If you need to pay for an out-of-warranty machine, please pay the maintenance fee as soon as possible to avoid delaying the return time of the whole machine.

Selection principle of after-sales return logistics:
After sales return now supports the following logistics methods: SF, Deppon, KYE.
If the user has any questions, please be sure to contact the customer service for confirmation in advance.
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