hashrate.co.za Reviews 187

Reply from hashrate.co.za

Apr 24, 2024

Dear Sarvesh,

Thank you for providing additional context regarding your recent interaction with our team. We appreciate the opportunity to address your concerns and clarify any misunderstandings.

While we empathize with your disappointment, it's important to note that the equipment was delivered to you on 17 August 2021. You first contacted us regarding an issue with the equipment on 06 October 2021. Additionally, you advised us that you had damaged the SSD, further complicating the situation. We provided telephonic assistance to troubleshoot the issue, which resulted in you sending the motherboard and PSU back to us for inspection. Upon inspection, we found the motherboard to have liquid damage, which is not covered under warranty. We had sent you photos of the liquid damage on 08 November 2021; should you wish us to resend, please advise. As communicated, where unable to test the PSU as you had not sent with the relevant PSU cabling. You proceeded to purchase a replacement motherboard and SSD which we sent back to you along with the untested PSU on 15 November 2021.

Furthermore, our last communication in December 2021 was regarding you testing the PSU on another desktop. If unsuccessful, we agreed to send it back to us with all cabling for testing. We had not heard from you since then and assumed your tests were successful and the issue was resolved. The final communication in 2021 was us asking you to please let us know the result of your tests. Unfortunately, we did not receive a response until April 2024, almost 2.5 years later restating your issues and requesting assistance.

Despite the lengthy time frame, we were more than willing to assist regardless of the fact that this extends far beyond our standard six-month warranty period for all items sold. We offered to diagnose your equipment at no cost, as part of our commitment to assisting our customers even beyond the warranty period.

We had received and booked the equipment into our workshop for complimentary diagnostics on Thursday, 18 April 2024, and provided feedback to you during our communication yesterday, 23 April 2024, which you were unhappy with as you claimed the motherboard is "brand new and never went on," despite this being purchased in 2021. Furthermore, regarding the claim of spending almost R100,000 on the rig, we want to clarify that the actual amount spent with us is significantly, significantly less than that.

However, it's important to note that during our communication yesterday, 23 April 2024, there was verbal abuse directed at our service representative, which is not acceptable in any circumstance. Regrettably, due to this behavior, we are unable to continue business with you. Therefore we had not retaliated to the vulgarities and politely requested you book your courier to collect your equipment from us.

Each customer is important to us, regardless of the amount spent. However, we do not feel it is fair that misinformation is being portrayed. We value transparency and accuracy in all our transactions, and it's important to us that your experience is accurately represented.
We value your feedback and are committed to resolving this matter to the best of our ability. However, we must emphasize that we cannot continue communications with you if you are not able to communicate in an acceptable manner with our service representatives. If you have any further questions or concerns, please do not hesitate to reach out to us directly.


Thank you for your understanding.

Sincerely,

Hashrate Customer Support Team

Reply from hashrate.co.za

Apr 16, 2024

Thank you for your valuable feedback and suggestion. While we understand the convenience of offering a collection option, unfortunately, due to logistical constraints, we're unable to implement this feature at the moment. However, to compensate for this limitation, we offer free shipping on orders over R450.00. Additionally, we strive to provide speedy same-day dispatch for all orders to ensure you receive your items as quickly as possible. We appreciate your understanding and hope that these measures help enhance your shopping experience with us. If you have any further questions or concerns, please don't hesitate to reach out.