support policy

After-Sales Guide

Jasminer Customer Service

  • WeChat: Jasminer2021, Jasminer_Yvonne
  • After-Sales WeChat: Jasminer2023
  • Working Hours: 8:30 AM – 6:00 PM on working days

Important Notices:

  1. Reporting Issues: If your JASMINER product malfunctions, contact after-sales support immediately. After diagnosis, our team will guide you through the repair process.
  2. Work Order Creation:
    • Create a work order for any faulty or damaged express packages. After-sales will inspect and verify the damage.
    • Users must package the machine securely to prevent damage during transportation.
  3. Shipping:
    • After-sales service does not support self-delivery. Both parties bear round-trip freight costs. Choose cash-on-delivery for freight.

Standard Hashrate:

  • X4 Series: Must operate in “coin select: ETC, Frequency: 200HZ” mode for 24 hours with a hashrate within ±10% of the standard.
  • X16 Series: Must operate in “coin select: ETC, balance mode” for 24 hours with computing power within ±10% of the standard.

After-Sales Process:

1. Create a Repair Order:

  • Visit the official website to create a repair order and fill in customer and equipment information.
  • Customer service will provide technical support and confirm if the equipment needs to be returned for maintenance.
  • Fill in logistics and receiving address information.

Packages will be rejected if:

  • No work order is created.
  • Physical object does not match the work order.
  • Work order creation error (incorrect express order number, incomplete repair information).

2. After-Sales Receipt

3. Quotation and Maintenance:

  • Free maintenance is provided within the warranty period. Out-of-warranty repairs are chargeable.
  • Warranty information can be checked on JASMINER’s official website.

Conditions Invalidating Warranty:

  • Human factors: improper use, disassembly, use of incompatible products, overclocking, missing serial numbers.
  • Natural factors: natural disasters, wear and tear.
  • Other factors: counterfeit products.

Unrepairable Damages:

  • Scrap, including board burning, corrosion, broken chips, PCB fractures.
  • Machines with unrepairable issues will be returned without repair.

4. Machine Return:

  • Warranty Machines: Returned within 5 working days from receipt confirmation.
  • Out-of-Warranty Machines: Returned within 5 working days after payment.

Logistics Methods:

  • Supported logistics: SF, Deppon, KYE.

For any questions, contact customer service for confirmation.

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