MSI Customer Service Complaints - page 3

I'm Tebogo from south Africa in pretoria, I submitted a faulty gpu r9 390 for warranty repair that I have been using for a year ,msi keeps returning it and lying that it's not faulty , I re submitted it again because I tested it on different motherboards, no display,and the shop also tested it before receiving it, no display , plz help , [email protected]

Bought a GT72 laptop from them 6 months ago.

I have had problems with the AC adapter since the first weeks. Sent it for RMA. Came back one month later. They changed everything but the AC adapter and of course the problem has not been fixed.

Now they refuse to send a new AC adapter and they want me to send the laptop for RMA all over again. Complete lack of customer support when sending support tickets as well.

Worst customer support I have had with such an expensive purchase...

So in Late 2012 - 13, I purchased the MSI GX60 3BE from PC Case Gear. And I'll admit I was stupid for not researching the laptop very thoroughly as I was in a hurry to get one. Nor did I know at the time how much of a degenerate company AMD usually is, particularly how bad every single core they ever made was. I was only about 16 at the time. So I ended up paying $1600 AUD for this 'Gaming Laptop' with all AMD core and GPU. It soon became apparent that the laptop could not 'game' at all. The only game it has ever run well was Final Fantasy on high with no AA, with more than 30 fps constant. Every Single other game I have ever tried on it, particularly Team Fortress 2 and all source games(known for being easy to run) could not manage to get at least 30 fps ON LOW, and the settings were as low as it was humanly possible to conceive. So I did some research and found very little on the laptop in general; One site that said it was supposedly bottle-necked by its pathetic AMD CPU. So I tried to contact customer support, and they could not and would not try to make it game better. Eventually I asked for a refund on the allegation that it was 'false advertising' to call this computer 'gaming series' or a 'gaming laptop' when it runs games literally worse than a normal computer and the extra price was a rip-off. They refused this and said apparently it can get 60 fps in League of Legends and World of Warcraft, games that even the weakest computers can run easily, 2D, very non-graphically intensive games. So apparently that constitutes a gaming laptop in MSI's opinion.



I'll also mention for a computer it puts out a ridiculous amount of heat, I suspect it alone is responsible for melting the arctic ice-caps. And the fan can still not even get close to keeping the computer cool. My friends and anyone in the room have a running joke that the fans are so load it sounds like a jet passing overhead.


What's more, it broke immediately as soon as its warranty period was up. The case is amazingly huge. The power brick is pretty much as big as a desktop power supply. And the BIOS is more simplistic than a neanderthal could have managed.



I only have one other PC component that went wrong and incidentally that was a MSI motherboard. The one thing they were supposed to be good at. And it was the cpu pins bent out of alignment with sure as hell wasn't me, so I took a full refund and went and bought an ASUS motherboad that has treated me well so far.



Degenerate inbred of a company.

Horrible horrible horrible.

Motherboard (MSI z97I AC) broke less than a year after i bought it. First time taking out the graphics card the PCIE port came off. I've worked with computers for years, have built and upgraded multiple PCs, have never had this happen.

Contacted MSI, was told the warranty wouldn't cover it. I wrote back and asked why and was just sent a copy and pasted section of the warranty that effectively said "our warranty will cover it if it breaks, but our stuff never breaks so it will be your fault" After I complained, they said they would fix it as a "special case" but later told me its a european model so they won't.

Every email has been short, full of misspelled words, and somewhat rude. There's no attempt to actually help or value the customer. At one point the guy (wayne) made so many mistakes in his communication, and just ultimately, I feel this company doesn't value customers even slightly.

I'll never buy MSI anything again. I shouldn't of in the first place, should have stuck with gigabyte or ASUS.......

They answered the phone so that was a plus, then they opened their mouth and that's when things got bad. MSI Technical support via the phone through their California office was horrid. They're trained to lie when you ask for a supervisor and you'll never, ever, get to talk with him (he's always on the phone and his name is always "John" and they promise you he'll call you back within an hour). I'm still waiting for John to call me back, two weeks and still waiting (Blow me John!)

MSI does answer support tickets...at first. If you ask them more then one question at a time do not expect to get more then one answer back in the response (as anything over one simple question is just too difficult for them to handle), and that answer will be totally ridiculous, like directing the customer to the product advertisement page which lists only the bare minimum of the functions of the product (in my case it was a motherboard), not to mention most customers have already read the marketing before they bought their MSI product.

Long story short, MSI has the worst customer support I've ever experienced. There's a reason people are snapping and shooting each other dead. It's because the world has gone completely mad and if you want good service you have to go to church or an Oriental Massage Parlor that offer happy endings.

TL;DR -- within 9 months of my MSI purchase, I have had to send it out for RMA twice for the EXACT same issue. Buy an Asus instead.

Disaster.

So I had to RMA my GT72 6QD laptop for the second time today for, pretty much, the exact same issue.

First time I RMA'd my laptop, it was not taking a charge from the AC adapter. Despite being plugged in, the laptop would continue to drop. But it also seems like the laptop only recognized power going to the battery -- i.e. if the battery was zero, despite being plugged in, the laptop would not take power. I called in and got the absolutely worst customer service rep I have ever had. Took an hour for him to just check the serial number to verify it was in warranty (I had bought it just over six months before hand). It was only down hill from there.

While on that call, I distinctly remember mentioning that my charge port seemed to be the issue in that the AC adapter, when plugged in, wasn't a 'tight' fit, but rather it was really loose. At any rate, they gave me the RMA and I drove out to the repair center (because I happen to live in the same city). And I left the laptop with them.

First of all, they do their diagnosis. They claim it is a battery issue -- fair enough. But of course that battery isn't in stock. So I have to wait 6-8 weeks for the part to get delivered. All with no updates on their part. I had to call in repeatedly and complain about the lack of communication on their part. After two months, my laptop is finally shipped back to me with the repair notes saying they replaced the battery. Something I easily could have done myself except for their 'warranty void' nonsense, and because of their absolutely pain in the ass build that makes it difficult to replace components.

Whatever. I have my laptop back, and I resume my gaming...but within a month -- A MONTH -- of me getting the new laptop battery, I'm getting THE EXACT SAME POWER ISSUES. The battery randomly decides to unplug itself from the adapter and not recognize that power is getting to the device. I've also, of late, been getting notifications that my battery is down to 20% of the original charge -- THE VERY NEW BATTERY THAT THEY GAVE ME. Whatever. I remove the battery from the device manager, and all of a sudden power flows just fine it seems.

But this has now climaxed. Been playing Civ VI lately and last night, during my game, it just cuts the power. Initially, I thought 'maybe it's overheating?' since I was running the game at max settings and I only just meet the 8GB recommended setting for RAM. Was also playing on a huge map, with max AIs with most of the map explored so everything had to be animated. I've also only ever had laptops shut down on me without warning because of heat issues. If it switches to battery power, after all, my screen flickers to the different settings to let me know. And I don't remember that flicker.

Here's the bottom line, I started playing again today (didn't check the battery SINCE IT IS PLUGGED IN) and all of a sudden, my laptop shuts off the power again. But this time, it isn't taking power at all. It is essentially a brick at this point. So I get to send it in for ANOTHER MONTH + FOR THE EXACT SAME ISSUES.

I get lemons happen...but only an absolutely, completely, and utterly useless company lets them happen twice. I will never NEVER under any circumstance buy another MSI product ever again. Avoid this company like the plague. Pay the extra hundred or two for the Asus model with similar specks. 'Cause my Asus is well over five years old now and still going like a tank. My MSI will be replaced as soon as my finances allow me to.

Because there's no point in having an unreliable laptop.

Repair service is shockingly bad. Laptop went away to be repaired, was not repaired, when I raised a new ticket they started the whole fault finding process from the start!

MSI service sucks real time.
You know why?You would grieve if you were in my position.
I sent my MSI motherboard for service(guess how many days?) freaking 5 months ago and it hasn't yet been repaired?
What the actual heck is going on in here?
Never ever choose MSI.It's one big decision I regret making.
A complete clusterbug(profanity not allowed) with prententious stuff going on here.
Go for GIGABYTE.

Laptop was picked up courier instructed by MSI for warranty problem with HDD. I pacaged in the original box packaging and added an extra covering the laptop with bubble wrap. There terms of transit said if its damaged due to incorrect packaging then this would not be covered. I had it returned just over 2 weeks later in the saem box and packaging with the HDD repaired but could not use due to screen not working. It had a dent in lid and they said this needs to be paid for due to incorrect packaging!!!! If the packaging they sell the products and ship them in is not good enough then what are you supposed to do. They are makinmg me pay or they will just return as it is. Really dissapointed in them as it was damaged when they sent it back to me. Will be the last product I ever buy from them

Worst customer service ever seen.
Got a MB used for two weeks developed a fault. Contacted MSI told to ship to Netherlands at my cost. Was told out of stock and wanted to send a a different MB refused. A week later received the MB I refused to swap with. Contacted them sent it back. Apologised for the mistake said the correct MB will be sent. Week later got the refused MB back again. Sent emails and emails no number to call been 2 weeks no replies. Absolutely rubbish service.

I had a faulty MB made by MSI. I had to pay for shipping both ways for the initial RMA (Why?) The replacement lasted less than a week. I shipped that one back (they paid this time after I waited an hour for a supervisor to authorize). They are now saying that the MB is good. They did not tell me what tests they ran, or what they connected to the board to test it. I'm not a n00b here! I have worked at a computer store, back when they were real businesses. I have done IT and PC repair since the early 90's. These guys are not worth the cheap silicon they build boards with.

MSI Customer agent provided the incorrect information due to which my rebate got rejected.

After 1 year of usage of GS70 headset socket broke and keyboard cover worn. I filed a warranty claim. MSI service wants me to pay for repair claiming socket was broken due to mechanical demage (I asked them if I could use headset at all) and cover worn is not covered by warranty (no exclusion found in warrant conditions). MSI SUCKS, They do not care about thei own customers. DESASTER!!!

We bought an MSI Z97 Gaming 5 motherboard from Newegg and received it and since it came with a rebate (which in order to get the rebate you must physically cut out the bar code area including the serial number, UPC, etc.) the rebate was submitted before we actually got to check to see if the board actually worked(all parts not arrived yet), therefore nullifying any possibility of RMA service through Newegg (Not Newegg's fault. Read the fine print). Get the whole system built and go to start up for first time and lights flash and then nothing...the board is D.O.A!!! Have to RMA through MSI (who doesn't care about their customers, all they want to do is sell crappy products with crappy customer service and support)and find out that all we'll get for our 4 day old, D.O.A motherboard is a "Re-manufactured" motherboard if and when they get one back (which is even more of a joke) and get treated like we were the ones that did something wrong. So we sent the board back and about 2 weeks later we get the "Re-manufactured" one back and it has got thermal paste all over the place, including the slots for the memory sticks. We called customer service and was told "Sorry about that, the tech must have had some on his fingers, just go ahead and clean it up and it should be good for you to use, it should work good" REALLY? What type of support people are they hiring?Now this one might have to go back...this is ABSOLUTELY RIDICULOUS!!!!! We paid good money for a brand new motherboard that arrived DEAD and the best they can do is give me a re-manufactured one...SIMPLY UNACCEPTABLE!!! Sadly, we don't have any other recourse, so her we are letting you now...BUYER BEWARE!!!

I have used my computer MSI laptop for several years and my drive crashed due to crappie windows updates. My "expert" repair services says my camera and card readers are not available so I get online and go to the msi supports and guess what I have to pay for drivers from MSI. BUT my crash was not alsl bad. I need to replace all of the laptops in my business and guess what, they will not be MSI computers.

What is happen is pretty long to say so fair warning to anyone that would like to buy from MSI :

DO NOT BUY ANYTHING from MSI.

About a year ago I bought a X99s Gaming 9 AC motherboard, quite a premium card but I was going to use all or most of it's features and MSI is supposedly the 3rd biggest company for components.

about 2 weeks from now, I decided to update my sound drivers, the card being included in my motherboard, I downloaded the drivers directly from MSI's website. The driver installation was corrupted and it froze my PC each time I reached Windows, as the driver tried to resume it's installation.

I then contacted MSI support, only thing available to do so : emails. The technician kept asking me if i could uninstall the sound driver (the old version was still on) to which I answered yes, under safemode I can. Yet he kept only asking that for a whole week. He named himself "Nicolas" on the bottom of the mails.

Seeing no result but rude and incredibly ill-informed messages from him, I decided that if I cannot solve the problem of removing the installation process, I'll nuke the problem by reinstalling Windows. Which I did. Although, reinstalling Windows, means reinstalling drivers.

I began by the old drivers that I had for my sound card and then downloaded the new ones for the other features. With about 5 installed, I rebooted, fairly basic procedure of reinstalling .... But here's the catch, the motherboard never POSTed again.

Thanks to the LED screen on my motherboard, I could get the Q-Codes and searched online with my phone. Troubles with the south-bridge or the RAM. I followed the instructions and tested with and without my GPU, checked every combinaison possible of the RAM sticks, even none, still no POST. I then asked a friend to help me check on my CPU and PSU, both working fine, only one culprit remaining : the MB was fried.

After the awesome skills of my first technician, I decided to create another ticket for an RMA, asking that I get an advanced RMA as I know companies like EVGA does without any problem. That request was 3 days ago. When I posted my ticket, the messaged announced 24 to 48h delay so I decided to call the marketing, as it's the only service you can reach on the phone. And it sure unlocked the situation, after telling me that all their supervisors were "away" ... They sent me this as an answer :

"Hello,

We received properly your request about your motherboard.
Although, I am forced to let you know that so you can take the next steps, you should contact directly your reseller because MSI's After-Sale Service does not take care of component request. Resellers and wholesalers handles after-sale services.
I then confirm to you that I canceled your RMA request in our systems.

Well Cordially,

Marlek Oleksyn,
SAV MSI France"

That kind of "service" from a company supposedly "in the top 3 of computer components" is simply unacceptable. Even as a joke it wouldn't do. Even Dell, well-known for it's horrible customer service, deals with the troubles eventually.

I repeat my first tip to anyone :

Do NOT, under any circumstance, buy components from MSI.

I bought a motherboard MBD MSI H170A PL MATE, it had an internal circuit burnt, on contacting the service centre I was told that they don't offer warantee for such defects.
Why was this not specified on the product box, motherboards DO NOT GROW ON TREES.
These people indulged in false advertising in order to entice us into purchasing their expensive products misleading the consumer.
The service center forwarded my cell number to their manufacturers, some 20 days ago, and I have yet to receive a call

About a month after the purchase of a MSI laptop (GS70 2PC) keyboard has broken. Some keys are pressed three or more times.
28 January 2015 I took a defective laptop to an authorized service center.
2 February 2015 I came to take back my laptop from the service center, but it was not repaired. I had to turn back laptop for the second repair.
12 March 2015 I again came to the service center, but this time it stopped working WI-FI. Again repeated repair.
14 March 2015 took the laptop from the service center. The cover is bent and fits bad, temperature in idle rose to 10-15 degrees.
8 May 2015, MSI employee asked me to wait decisions on replacement laptop. I demanded a replacement for the better model, because for 45 days I was without a PC.
Has passed 3 months, but no reply was received. As a result, I was told that they simply forgot about my problem. Great service!
I agreed for compensation as PC components (not new). But again, no response has been received. They just ignore me.
Today is 8 April 2016, MSI still ignore me. For 436 days, my problem has not been solved. Laptop is broken, permanently overheats and the cover is bent. In fact, I'm just lost my money.
Draw your own conclusions.

Terrible company support. I went through all my issues with him in the begining. I went quiet and the guy wasn't paying attention. 10 seconds later I finally got a response after i said "hello"? I then had to explain it all again. Then he asked me questions that I had obviously just answered already. I explained what the problem was, and then the guy decided to ask me 3 other questions that I had once again already explained. He never ended up understanding my problem and told me he had already solved it. This is a terrible company.

I really wish I'd seen this site before I bought my GS70. For a computer that is not cheap ($ wise), it's incredibly cheap in every other sense.
I'd owned for less than six months and weird things started happening. It was like the computer was just ignoring me. I thought maybe it was becoming self aware and had begun to disobey me. I was scared until I realized it was just a piece of $hit.
I returned it to them within a year for a variety of problems. Never ending cycles of MSI upon startup, lines on the screen.
I thought they were good in the way they paid for the shipping, but it wasn't long before I had to actually call them to find out what was going on with it. I got a poorly written email from "James" saying that they found liquid damage at the bottom of the case. I'm pretty careful around my equipment, but Ive got boys who are 3 and 11 months old so I actually thought that they may be the culprits. I paid the $240 and got it back. It wasn't six months later that it started happening again. I contacted them, they said I still had a month left in my warranty so went through the process of getting it to them.
Sure enough, James "found" more liquid damage. He sent a grainy picture of my computer sitting on a desk with some tools beside it, honestly not sure what he was trying to show me with that. That's when I started thinking that these guys weren't the tech experts I took them for. Again, I paid the $240 to repair the damage from whoever was pouring all this liquid onto my computer. I'm 99% sure he was seeing whatever it was he saw the first time. I'm so far beyond caring that I didn't even argue with the heavily accented Spanish man in California or the spelling challenged James. You'd think a tech expert could find the spell check or know what the red lines under words meant.
I got the computer back today, it was wiped. Without asking me, they completely formatted the whole computer. All pics and vids of kids gone if they weren't put onto an external hard drive by me or my wife. Even worse, they DOWNGRADED me to Windows 8!!!!!!! I actually laughed out loud at that one! Maybe me spitting my coffee all over the keyboard when I saw Windows 8 is what caused the liquid damage!! I'm typing this on the new PC that I bought last week so my extremely expensive GS70 gaming computer is just another means for my three year old to watch Paw Patrol on Netflix. I couldn't give a rat's ass if he beats the dog with the computer or his little brother with it or the walls. (He's going through a "hitting phase").
Go to hell MSI. Ive got enough money in life to simply go buy another computer, but a lot of people that buy your cheap, unreliable $HIT do not have money to burn.
How are you still in business? I am a small business owner and I bend over backwards to keep my customers happy. Do you have to be a large business to sell crap and then smear it in the face of your clients.
This terrible purchase and horrible Customer Service has taught me a valuable lesson in business! Silver lining I guess!

Out of all the computer brands I've ever owned MSI has to be the worst!!! I just bought a laptop a week ago that I'm now suck with this piece of sh*t. I've had to reinstall the OS 3 times because on this specific laptop the bugs just keep coming, from extreme delay of shut down to losing my wi-fi icon to battery charge taking 10x longer then it states, to sometimes the steelseries keyboard not operating properly, and the biggest problem using a software such as serato on it. Never have I ever had trouble installing serato - just install program/ audio drivers and away you go. Well not on this - if you use anything beyond the laptop built in speakers, get ready for the biggest headache of your life!! DO NOT BUY MSI, I'M NOW OUT $2200 AND GIVING FAIR WARNING TO OTHER PEOPLE SO THEY DON'T GET SCREWED. THE TECH SUPPORT IS ONLY MONDAY TO FRIDAY DURING THE TIME MOST PEOPLE ARE AT WORK -WTF MSI!!!!!!!!!!!, SO IF YOUR SH*T DECIDES IT'S NOT GOING TO WORK GOOD LUCK TO YOU!! - HENCE WHY I'VE REDONE THE OS 3X IN ONE WEEK. NEVER AGAIN WILL I BUY MSI, THIS WAS MY FIRST AND LAST TIME!!!

Will NEVER buy another one of your products again. The staff in Sydney, Australia are by far the most disgusting and rude people. Sarcastic, rude, demeaning, immature, unprofessional, condescending, can hardly speak english. So the casing cannot withstand being used (product has to be fit for purpose) but they tell me unless I pay $270 to get it fixed that they will send it to consumer affairs for them to assess? I spent almost an hour on the phone, the technician YELLED over the top of me and then hung up. I then called back and selected the accounts option hoping to speak to a manager and got the same person! I have instructed that the laptop be sent back to me and I will contact consumer affairs. The most deplorable service of all time. Who speaks to their customers like that?

Machines cannot withstand extended gaming use. The casing is not strong enough and it has distorted from use. However try having a 'discussion/conversation' with MSI person in Sydney. I have never known anyone to be so rude to their customers. You either pay them money or expect their wrath. Avoid these machines at all cost. Just not worth trying to deal with these people.

Honestly this is the worst tech support, if you call they tell you go visit the website
and the website has some terrible forums and no real live tech support for anything you have to fill this super long questioner which is just annoying, by far one of the worst websites ever, it looks flashy but behind that is just some terrible system that feels like talking to a wall

I would like to inform everyone what is happening to me, and what are the official answers by MSI of my problem.



Before I sent the notebook GS70 to the warranty I firstly search if someone had the same problem as mine and found in MSI forum that several of you had the same problem as mine.



The problem as already been extensively described by jaxxed and by WolfFX, the problem was "Mine had problems on space bar, S, 7, 6, Z, numlock and windows key." and in some cases according to some positions, the same as described by Crab "o it alternates between broken and fixed".



At this point I had all the facts necessary in order to be sure that the problem was due to a design fault, therefore it would be repaired under the warranty (I thought).



When the notebook started to be disassembly by the brand, they saw a marked of the dissolution of particles of dust / fuzz in the middle of two keys (stain after the evaporation of the isopropyl alcohol), due to the fact that I clean the notebook with isopropyl alcohol, which is the only liquid that is international allowed to clean electronic equipment.



Due to that founding, the brand is argue that due to that, I'm not allowed to have the notebook repair under the warranty, even if that mark/stain didn't damage any of the components!







For everyone to see I'm gone leave here the official answer of the MSI brand.



(Ename is the company that repairs the MSI equipments under the warranty)



"Hemos contactado con Ename sobre su caso y nos corroboran lo anteriormente comentado, el equipo se ha detectado con líquidos perjudicando placa base a través del teclado, nuestros técnicos de Ename no lo han verificado. Por ello aunque tenga razón con la reparación del cableado del teclado, le informamos que MSI no puede realizar reparaciones en garantía en equipos mojados o con humedades y por ello no podemos proceder a realizar ninguna reparación que conlleve entrega un equipo con riesgo de líquidos. No obstante, si no está de acuerdo con el presupuesto ofertado, al ser de opcional aceptación, usted tiene que contactar con Ename e informarles de la no aceptación del mismo. Si precisa de más información nos puede enviar un correo electró[email protected] ."



For everyone to see I'm gone leave here the official answer of the MSI brand.



Google translator for English:

"We have contacted with Ename about your case and they corroborate us the previously discussed, the team has detected liquid hurting motherboard via the keyboard, our Ename technicians said to us. For this reason even if you are right in the detection of the wiring cable that is causing the fault of the keypad, please note that MSI can not perform warranty repairs on wet or damp equipment and therefore we can not carry out any repair that involves a team with risk delivery of liquids. However, if you do not agree with the offered, when acceptance of optional budget, you have to contact and inform Ename non-acceptance.

Ename sent me a budget of 1153 € (EUROS) (1258$ DOLLARS) for the repair of the notebook, this is more than the actually price of the notebook!



When a brand rely in outside companies to perform repairs, they totally lose the control of the really true of the problem.



The main goal of that company repairs should be to ensure the good name and quality of the main brand products, also to ensure the satisfaction of the client with the product brand and not perform repairs outside the warranty.



With this post I want to inform you that MSI IBERIA (SPAIN / PORTUGAL) are not taking responsible of the repair of a factory defect well done described by the users.



My regards and thanks to everyone that help to expose this problem.

The comment guidelines warn us not to use profanity, but it's hard not to when discussing MSi Tech support! Absolutely the worst I've experienced in over 30 years of computing. Their answer to everything is "your OS is unstable; reload your OS." I've had to do that 4 times in 2 years, and problems persist. Now out of warranty. Good components, but if you get a lemon. . .make lemonade?