MSI... What are you doing...

[flibberdipper]

Copypasta from Reddit because I'm too lazy to retype this

Kinda just want to vent because this is laughably crap customer service, but my mother got me a 960 4GB Armor last December for Christmas, and it didn't even last long enough to install drivers before it died (the few times it actually made it into Windows any 3D load or VRAM-intensive app would blackscreen it instantly). We RMA'd it and I heard nothing for a long time, and then we got notified that a replacement unit was FINALLY on the way. Fine 'n dandy, other than the fact that its the same exact card we sent in, blemishes on the shroud and all.

 

From the looks of it, the card was never even taken out of the bag because the scotch tape I put on the bag looked untouched, but now it was thrown in a box with fancier graphics. Speaking of box, the graphics card box was just put into a larger box completely loose with no bag air or anything (shipped all the way from Cali to The Great Lakes area this way). But giving them the benefit of the doubt, I threw it in my system and even though it was artifacting hard booting, this time it made it long enough to install drivers, but once again 3D load crashed it instantly to a grey screen this time.

 

I'm not really sure who the hell is running the RMA department at MSI, but they really should get the axe because this is unacceptable. I told my mother and she just accepted that she's eating the cost of this card and trying again with a Zotac 1050Ti for my birthday. Even she doesn't want to send it in because it's just not worth the hassle.

 

BONUS PICTURES:

 

TL;DR: Sent in a card in December of '17, got the exact same card back untouched in April '18, and MSI's RMA department is run by monkeys.

[Jurrunio]

At least all the parts came back. My friend's green gtx 970 Gaming came back without the backplate (though to be fair, it's repaired otherwise).

[Ethan_Li]

Total BS. Tried making a post on /r/PCMR? I know that some community managers for a few different companies browse over there.

[2FA]

MSI is probably one of the few companies worse than ASUS.

[AntiTrust]

mhmm good to know..

 

after a bad experience with ASUS, and a good one with EVGA - I'll never buy or recommend any other brand than EVGA for video cards. 

[flibberdipper]

21 minutes ago, Ethan_Li said:

Total BS. Tried making a post on /r/PCMR? I know that some community managers for a few different companies browse over there.

It's where I got the text wall from. Didn't get many views thus far (under 300 club in two or three days).

[WereCat]

10 minutes ago, AntiTrust said:

mhmm good to know..

 

after a bad experience with ASUS, and a good one with EVGA - I'll never buy or recommend any other brand than EVGA for video cards. 

TBH I have an extremely positive experience with EVGA warranty and customer service but I still have an issue with EVGA products.

 

@tmcclelland455

I have bricked a BIOS on my MSI Z87 motherboard and they sent me a replacement but it took so long that I bought the Z87 Gigabyte board I have now and when the replacement board came back I just sold it away.

[Ethan_Li]

2 hours ago, tmcclelland455 said:

It's where I got the text wall from. Didn't get many views thus far (under 300 club in two or three days).

Damn that sucks. I can also rep for EVGA as well as PNY. Both have replaced cards with no issue.

[manikyath]

this is why i buy from places with an in-house warranty policy.

[suchamoneypit]

If sending a single email to MSI in order to complain and get a new RMA and new card isn't worth the hassle to not have to buy a new multi-hundred dollar card, then I wish I could blow that kind of money like your parents. If you've already written it off as a complete loss, then what bad comes from requesting another RMA and complaining and pointing out things such as it is the same card and they didn't touch your tape? You as a consumer are entitled to a new working card or a repair under their warranty. You're giving up quite easy. I went went through 2 RMAs with MSI before they gave me a 390X as a replacement for my 7970 Lightning and called it a day. It took a while, but I got a $439 card.

 

Looking at your response to them, they don't have the card in stock. What do you want from them? they will send you a working card which will have its own warranty! You'd rather get all upset and go buy a brand new card?

[Quadriplegic]

1 minute ago, suchamoneypit said:

If sending a single email to MSI in order to complain and get a new RMA and new card isn't worth the hassle to not have to buy a new multi-hundred dollar card, then I wish I could blow that kind of money like your parents. If you've already written it off as a complete loss, then what bad comes from requesting another RMA and complaining and pointing out things such as it is the same card and they didn't touch your tape? You as a consumer are entitled to a new working card or a repair under their warranty. You're giving up quite easy. I went went through 2 RMAs with MSI before they gave me a 390X as a replacement for my 7970 Lightning and called it a day. It took a while, but I got a $439 card.

Shouldn't you direct this reply to the guy who made the Reddit post?

[suchamoneypit]

1 minute ago, Quadriplegic said:

Shouldn't you direct this reply to the guy who made the Reddit post?

He copied this from his own reddit post. I am talking to the right guy. I said the same thing to him when he complained about it in another thread. I recognize his avatar.

[sample text]

4 hours ago, AntiTrust said:

mhmm good to know..

 

after a bad experience with ASUS, and a good one with EVGA - I'll never buy or recommend any other brand than EVGA for video cards. 

sup with GIGABYTE?Are they good?I think they are the best so far,,maybe I'm wrong,but I don't know anything about the brands.It's good to know which brands to avoid

[AntiTrust]

23 minutes ago, sample text said:

sup with GIGABYTE?Are they good?I think they are the best so far,,maybe I'm wrong,but I don't know anything about the brands.It's good to know which brands to avoid

I've had gigabyte products before, theres nothing wrong with them, or ASUS, MSI or the other big name brands products, but I doubt gigabytes warranty service comes close to EVGA's.

 

If you ever have a problem with your GPU where you need to RMA, you will wish you had bought EVGA. 

[Mihle]

In my country you should contact the store you got it from and not the manufacturer if something is broken. (As long as you don't know that they have good customer service) The store is required to deal with it for you by law.

[flibberdipper]

11 hours ago, WereCat said:

TBH I have an extremely positive experience with EVGA warranty and customer service but I still have an issue with EVGA products.

 

@tmcclelland455

I have bricked a BIOS on my MSI Z87 motherboard and they sent me a replacement but it took so long that I bought the Z87 Gigabyte board I have now and when the replacement board came back I just sold it away.

@Darkman sure could tell you about fun MSI motherboard times. Though I do believe that if prices keep dropping (fingers crossed) the next card we get will be a 1060 6GB SSC. Still not a fan of the trampstamp on the side of the card (something I made fun of on launch day by recreating it in MS Paint with Comic Sans as the font), but can't argue with it being the cheapest dual-fan 1060 with an actually decent cooler.

 

8 hours ago, suchamoneypit said:

If sending a single email to MSI in order to complain and get a new RMA and new card isn't worth the hassle to not have to buy a new multi-hundred dollar card, then I wish I could blow that kind of money like your parents. If you've already written it off as a complete loss, then what bad comes from requesting another RMA and complaining and pointing out things such as it is the same card and they didn't touch your tape? You as a consumer are entitled to a new working card or a repair under their warranty. You're giving up quite easy. I went went through 2 RMAs with MSI before they gave me a 390X as a replacement for my 7970 Lightning and called it a day. It took a while, but I got a $439 card.

 

Looking at your response to them, they don't have the card in stock. What do you want from them? they will send you a working card which will have its own warranty! You'd rather get all upset and go buy a brand new card?

Well considering nobody has bothered replying to the original ticket since I told them that the recert wasn't going to cut it and nobody has responded to the new ticket in almost 36 hours, I'm sure you can see where I'm rapidly losing faith.

And the whole "new cards are out of stock" thing is bullshit, because any company with a halfway decent RMA crew would either sidestep me (aka 960 4GB to 1050Ti 4GB) or replace it with the younger sibling (so either a 1060 3GB or 6GB).

 

And going on, the "working" card leaves me with essentially no faith considering experiences of countless others (several being friends) and the fact that it took them 4 months to literally just put this card in a new box (they never took it out of the bag).

 

7 hours ago, sample text said:

sup with GIGABYTE?Are they good?I think they are the best so far,,maybe I'm wrong,but I don't know anything about the brands.It's good to know which brands to avoid

My own experience with them is only with motherboards, but at the very least my Z97-X Gaming 5 is quirky as all hell sometimes but I can overlook that since it's deadnuts reliable. Only downtime I've had with my system is due to graphics cards and Windows.

[App4that]

Person to person. I had a great experience with MSI, and a horrible one with EVGA, Comes down to who you deal with at each company, your region, and other stuff.

[Darkman]

6 hours ago, tmcclelland455 said:

Spoiler

@Darkman sure could tell you about fun MSI motherboard times. Though I do believe that if prices keep dropping (fingers crossed) the next card we get will be a 1060 6GB SSC. Still not a fan of the trampstamp on the side of the card (something I made fun of on launch day by recreating it in MS Paint with Comic Sans as the font), but can't argue with it being the cheapest dual-fan 1060 with an actually decent cooler.

 

Well considering nobody has bothered replying to the original ticket since I told them that the recert wasn't going to cut it and nobody has responded to the new ticket in almost 36 hours, I'm sure you can see where I'm rapidly losing faith.

And the whole "new cards are out of stock" thing is bullshit, because any company with a halfway decent RMA crew would either sidestep me (aka 960 4GB to 1050Ti 4GB) or replace it with the younger sibling (so either a 1060 3GB or 6GB).

 

And going on, the "working" card leaves me with essentially no faith considering experiences of countless others (several being friends) and the fact that it took them 4 months to literally just put this card in a new box (they never took it out of the bag).

 

My own experience with them is only with motherboards, but at the very least my Z97-X Gaming 5 is quirky as all hell sometimes but I can overlook that since it's deadnuts reliable. Only downtime I've had with my system is due to graphics cards and Windows.

 

@WereCat Spoiler: I still have the board, it has memory issues and makes a useless waste of space that MSI wouldn't replace again..

[Crunchy Dragon]

Just gonna say this, I've never heard good things about MSI's customer service.

[minibois]

2 minutes ago, Crunchy Dragon said:

Just gonna say this, I've never heard good things about MSI's customer service.

People with the worst experiences are the most vocal and rightfully so.

I have seen posts in the past of a person like "my MSI R9 280X was broken, sent it in, MSI told me they didn't have those cards anymore, so sent me an RX 480" (this was before the whole new age mining craze though), but I have also seen worse (like OP's post).

 

From my personal experience with MSI (which is basically some 10 years old stuff and my current motherboard), I can say my current motherboard has been.. I don't want to say I regret buying it, but I think I would have much rather had something else. But that is just the product, I fortunately did not have the misfortune of ever having to reach out to support (plus, being from the EU, they would expect me to go through the retailer too).

[flibberdipper]

1 hour ago, Crunchy Dragon said:

Just gonna say this, I've never heard good things about MSI's customer service.

Same here. Either people never pipe up about the GOOD experiences with them, or they just really happen few and far between. I've heard more or less nothing but good about ASUS and EVGA, pretty good about Gigabyte, and then MSI just sits at the bottom.

[AntonChigurh]

Yikes. That sucks. Odd, cause MSI customer service has always been exceptional to me. When my old 1050 died and was out of warranty, I RMA'd it and they sent me a new one. I wanted to upgrade so I sold it anyway, but hey, got a sweet new 1050Ti with a bit of added cash.

[dfsdfgfkjsefoiqzemnd]

14 hours ago, Crunchy Dragon said:

Just gonna say this, I've never heard good things about MSI's customer service.

I've had to mail their customer service 3 times (2 tech-related questions and 1 instance of troubleshooting a TPM module which turned out to be incompatible with my motherboard) and I honestly can't say anything bad about them.   Every single time I received a mail with the correct answer within an hour of me opening the ticket.  But those aren't RMA cases, of course.

 

I never had any of their parts go bad either (bought 3 MSI motherboards and 4 of their GPUs in the past 6 years). 

 

[SliceT]

21 hours ago, Crunchy Dragon said:

Just gonna say this, I've never heard good things about MSI's customer service.

Besides having really shitty overclocking boards lately, when u have a problem with your motherboards it takes for ever to replace them..  
But somehow my friends from US loves MSI where in Europe it's not as popular.

[Mooshi]

My flaky old mobo and dead graphics card happens to be MSI...go figure lol