- Nov 22, 2013
- 96
- 0
- 10,640
Well i have been without my main rig for one month! This is all due to the very slow, and unprofessional business practices of MSI. Setting up an RMA was fast, but they didn't like the idea of me sending in two parts that failed on me. They kept trying to blame the issue on another piece of hardware, but i assured them the problems i have encountered were surely their products, so they RMA'ed on December 27th. I then took the computer to a "PC solutions" to diagnos the computer, and tell me for sure if it was the parts, and the rest of the system was okay, and on December 20th i get an answer that my video card, and motherboard are bad.
On January 16th i sent in my Motherboard(MSI GD-55), and VGA(MSI GTX 660 TI PE) into the RMA center by UPS ground, and it arrives on January 27th, and the first day it gets there i call to confirm that it has been received, as it has not been logged into their system as received, so i get worried about my investment being lost, but am told to call in a few days, and check back. I call back, and tell the guy i was told to wait, but he does not really understand, and asked me for my tracking number, as i did not know anything. This would continue for two days until they finally get my hardware. They inform me that they will be testing it, and that i would need to wait a few days. Few days later, and they tell me what i already know, and inform me that both of them were broken, and they would be sending me refurbished parts in return of my year old parts that were well tooken care of, but i had to wait for them to test my video card, and then find me the same motherboard.
A day goes by, and i have to call because they never, and i mean never update you on their website, or personally, and i was informed they had a replacement card, but had to wait for a replacement board to be shipped, and it had been 12 days, and was approaching a weekend; when RMA is not working, and then told on top on waiting until Monday, they still had to test it, which i was informed would take 2 days, and then one day to send it out, and also another 4-6 days with UPS ground shipping, and would make it damn near a month before i get it, so i complain, and tell them they said 5-15 days, and need my computer for work. I told them it was their problem for not having my board, and taking so long, and a employee told me "it's your problem", and i flipped out. One day later "Alex" calls me from MSI, and apologizes for the delays, and informs me he will upgrade me to a MSI GD-65, and said it would ship out in a few days(which turned to four), and that it was a supply problem on their side. So they wasted all of this time, just to upgrade me 17 days later? they also gave me 2nd day air.
I get both parts, and spend three hours building my computer, checking wires,pins, and components for system safety reasons, and when i turn it on i am accompanied by the computer booting for one second, then turning off, and rebooting after roughly ten seconds. I switch the bio thinking that they updated the bios, and it was not compatible with my system, and it proceeded a bit farther than previously, bt booting to the windows logo , and restarting. This would loop for 20 minutes in till it finally made it in. I reformatted and re installed the drivers, and tested the hardware. First a bad PCI express slot already, along with a corrupted primary bios on my "multi bios switch", but they also sent my a artifacting piece of Taiwan poo of a VGA card, that would shut down the drivers, and blue screen my computer after 20 minutes of anything processing graphics. I tested it for two days, checking wires, and then finally called MSI for another terrible experience that i dreaded. I then was in argument with a "Henry Hernandez" the supervisor, and he kept saying it was other hardware, but he didn't know i had a computer store check out my computers health, and i knew what parts were wrong right before i sent in the parts originally, but then he insisted it was only the video card, and tried to make a RMA for my VGA only, and not the motherboard. I also had a long talk about the logic behind refurbs in the replacement RMA business. I asked him this: " If i bought a video 40 days ago, and i could not return is to the distributor, but your product failed: would you send me a refurbished unit if it was only that long?", and he yes, and i asked if that didn't seem wrong, and asked why didn't i just buy a refurbished unit to begin with from newegg, and just saved an extra 60-100 dollars buying them used; if that what i was going to get a year down the line anyways. So now i have to send it back, and could take awhile.
Can someone from MSI see this, and do something about your RMA department/policies, or has anyone experience this with MSI?
Here are other topics that are about it, along with a letter to Henry Hernandez
"Henry,
Yesterday when i got off the phone with you for the second time you remarked "I don't know about that Cole", as you seriously doubted what i am telling you. Perhaps we are not making a connection, or clearness i want to establish over telecommunication, but i will write to as a documented letter.
You received my product originally on the 27th, and tested for a series of days over your warranties turn-around time of 5-15 days. The product was first unseen by your department for almost a week, and this is despite me calling everyday to see if the RMA center had received it, but unfortunately each time i checked i was told very little, and to just wait. I was told wait three days on the 27th of January, but did not hear about until the approximately on the 3rd that my investment was safe, despite my inquiry with all the technicians i talked to, that i was worried, and even though it was there; i still had a right to know where it was. This was caused because "Alex Hernandez" wanted to test the system himself, and this caused the whole time consuming process of a game of unorganized logistics in the way your company does things, and that leaves it with a stale atmosphere whenever i deal with MSI, and i sincerely hope this changes.
Later on in the process i am wondering what is taking so long, and why ever time i check the answers, or info seems to be inconsistent, and with all do respect; it makes the RMA department look unprofessional, and incompetent of their jobs. By this point Alex had already informed me that the board was not in stock, and that the RMA department needed to order the part, so i had to wait, but when 15 days came i felt as this was unfair, because once you received the board you would have to test it for an additional amount of days, and that tend to be very long with your RMA department. After a few very rude, and offensive calls i had put up with ( note due to no organization of your records on my case in a database) i was called by Alex, and told he will be upgrading my unit so it could ship, and get to me faster, and informed this was due to a supply problem, and apologized. This made me mad in a few ways because this should of been done earlier. Days go on, and i get two refurbished units, and spent 3 hours building the computer, and checked over pins, wire, and connections. I originally had the VGA card in the first PCI express slot that was closest to the CPU, and insured the it was correctly installed onto the motherboard. I set up my system to my monitor, and two other external plugs into the back of the system, and in a USB 2.0 slot. When i powered my system i found the system to power on for literally one second, and turn off for roughly 10 second before looping. It did not display any picture at all. I immediately switched the VGA to a PCI express in the middle, and put back my system. I turned on the PC, and it would make it windows loading screen, and loop. This happened for 20 minutes, in-till the computer finally posted. Once i confirmed it posted; i reformatted the system, and carefully set up my drivers, along with two games, and "MSI Kombuster" along with "MSI after burner". After i have installed the drivers with "MSI live updater", and nvidias driver for the VGA; i put on the "physx" test, and watched it artifact, and then shut down my driver, then displaying some message about how the nvidia display driver kernel failed. I then tried a game thinking it could be the program, and set up "rust" ( a pretty low quality game), and played it for about 20 minutes before the computer blue screened, and this is where i called junior around 5:15 on Wednesday to complain about the board, he heard me out, and understood me. He thought it could be the board to due to the bad PCI express slot+corrupted bios, and said i should re-install my drivers and see if that works, so i took his advice, and spent another night installing windows, and the drivers again. This leaves to when i called MSI on Thursday afternoon around 2 o-clock, and requested that i talk to you. I thought you were busy so i hung up, and tried calling again. Alex Hernandez picks up and i explain the problem to him like i did with Junior, but said he would get back to me. You called instead, and i talked to about how displeased i was with the RMA service, and the problem i am having with your product. I assured you it was both the VGA, and motherboard, but you kept fighting my opinion, and refused to look at it in a different angle, which is how this company has been doing with me since day one, as it was kinda hard convincing your techs that two products had went bad when i had first placed the RMA. You then told me about what would be the future agreement which would be i send in the products, and you would send me replacements right away, and i would not have to wait a single turnaround down for you to send me back replacements, but there was a misunderstanding in what i wanted sent back, because of personal opinions about what was really wrong with my system. I called back after seeing your email said send "the card" after i asked you if the shipping label was included paid for, and you informed me it was not the motherboard, and just the VGA card, but i did not think just my VGA was the problem, due to these both being refurbished, and you gave me a snarky comment along the lines of "Just put in the same box, and i will deal with it" which i was confused on if that meant more problems to come.
Once again i took my computer, and dissembled, but observed the parts on the board to overlook the extent of the repair done to the board previously, and out of knowledge i knew that when you first make the boards, they are made by machine, and each part is pretty exact, but when a board is refurbished it is done by hand, and this process can be hard, since you need someone with time, and good at sodering. I look at the board and noticed that it had out of place caps, and a two poorly soldered, and placed SFC near the PCSI slot i had been using. I looked at the video card, and i noticed the metal "frozer" fan was a metal model, and not plastic, which indicated something may have been wrong with the plastic outside. The fans wire also had ware on, and this ware shows that it may have been in rough conditions, and not well looked after.
This email is a clarification on events, and to make sure i am clear on what we are doing before i send this board. Like i said i need this computer back quick, as this whole process has stumped my business, and halted my interests, as i understand it i am sending this back, and the day it is received i will be sent my replacements, with no testing, ifs, ans, and buts, and that the next product i get will be of a quality level, and tested to the full extent of it abilities to insure my card, and board are optimal pieces of hardware, and we both can stop wasting time on computer parts, and get on with our lives. If i have anymore problem, or if i am not treated with honor, and you don't back your promises i will contact a small claims lawyer for violation of the Lemon Law act, and will take you to court to retrieve my refund by legal means, but i hope it does not come to that. I am also enclosing a few forums thread that i have collected for information on you, and the RMA department.
http://www.overclock.net/t/1392756/what-happened-msi-rma
http://www.overclock.net/t/1317382/msi-rma-terrible/10
http://forums.anandtech.com/showthread.php?t=2202325
http://forums.anandtech.com/showthread.php?t=2057745
http://hardforum.com/showthread.php?t=1677910
http://www.overclock.net/t/1311805/gtx-580-rma-msi-isnt-answering-or-returning-calls
So Henry i hope you know i am not the only one, and you, and i both know you are legally suppose to give me a refund since this RMA has failed. I will be calling tomorrow for a response to this email, and perhaps any other details that i forgot to add. I will be shipping the card out tomorrow, and expect it to arrive by monday/tuesday, and expect your to overnight ship it on that day, and have it in my hand by Wednesday."
This is my post from LTT "Well after a very unpleasant, and ongoing problem with MSI RMA support, and their "quality" refurbed boards. After talking to some manager from their RMA center they want to RMA my board, and video card, but very hesitantly, but the reason for this post is to ask people how they feel about if buy a motherboard, or any part, and the parts breaks after 30 days; they send you a refurbished board! This is what MSI does, and seems like a ripoff when i could of just bought a board from newegg refurbed for cheaper and saved money than buying it new, and get a refurb a few months later. Does anyone know if every PC part company does this, and what are some of your experiences?"
Other people i have found on this forum
http://www.overclock.net/t/1454397/msi-not-fulfilling-warranty-help
http://www.overclock.net/t/1370881/slow-msi-rma
Now here is a card i have, and an overvolting issue MSI said it did not have, but i now know they did. This was a year ago
http://www.tomshardware.com/news/MSI-GTX-660-670-overvolting-PowerEdition,18013.html
So basically if you buy a MSI product, chances are they will break on you, and when they do they just give you a refurbished one you could of bought for cheaper in the first place.
On January 16th i sent in my Motherboard(MSI GD-55), and VGA(MSI GTX 660 TI PE) into the RMA center by UPS ground, and it arrives on January 27th, and the first day it gets there i call to confirm that it has been received, as it has not been logged into their system as received, so i get worried about my investment being lost, but am told to call in a few days, and check back. I call back, and tell the guy i was told to wait, but he does not really understand, and asked me for my tracking number, as i did not know anything. This would continue for two days until they finally get my hardware. They inform me that they will be testing it, and that i would need to wait a few days. Few days later, and they tell me what i already know, and inform me that both of them were broken, and they would be sending me refurbished parts in return of my year old parts that were well tooken care of, but i had to wait for them to test my video card, and then find me the same motherboard.
A day goes by, and i have to call because they never, and i mean never update you on their website, or personally, and i was informed they had a replacement card, but had to wait for a replacement board to be shipped, and it had been 12 days, and was approaching a weekend; when RMA is not working, and then told on top on waiting until Monday, they still had to test it, which i was informed would take 2 days, and then one day to send it out, and also another 4-6 days with UPS ground shipping, and would make it damn near a month before i get it, so i complain, and tell them they said 5-15 days, and need my computer for work. I told them it was their problem for not having my board, and taking so long, and a employee told me "it's your problem", and i flipped out. One day later "Alex" calls me from MSI, and apologizes for the delays, and informs me he will upgrade me to a MSI GD-65, and said it would ship out in a few days(which turned to four), and that it was a supply problem on their side. So they wasted all of this time, just to upgrade me 17 days later? they also gave me 2nd day air.
I get both parts, and spend three hours building my computer, checking wires,pins, and components for system safety reasons, and when i turn it on i am accompanied by the computer booting for one second, then turning off, and rebooting after roughly ten seconds. I switch the bio thinking that they updated the bios, and it was not compatible with my system, and it proceeded a bit farther than previously, bt booting to the windows logo , and restarting. This would loop for 20 minutes in till it finally made it in. I reformatted and re installed the drivers, and tested the hardware. First a bad PCI express slot already, along with a corrupted primary bios on my "multi bios switch", but they also sent my a artifacting piece of Taiwan poo of a VGA card, that would shut down the drivers, and blue screen my computer after 20 minutes of anything processing graphics. I tested it for two days, checking wires, and then finally called MSI for another terrible experience that i dreaded. I then was in argument with a "Henry Hernandez" the supervisor, and he kept saying it was other hardware, but he didn't know i had a computer store check out my computers health, and i knew what parts were wrong right before i sent in the parts originally, but then he insisted it was only the video card, and tried to make a RMA for my VGA only, and not the motherboard. I also had a long talk about the logic behind refurbs in the replacement RMA business. I asked him this: " If i bought a video 40 days ago, and i could not return is to the distributor, but your product failed: would you send me a refurbished unit if it was only that long?", and he yes, and i asked if that didn't seem wrong, and asked why didn't i just buy a refurbished unit to begin with from newegg, and just saved an extra 60-100 dollars buying them used; if that what i was going to get a year down the line anyways. So now i have to send it back, and could take awhile.
Can someone from MSI see this, and do something about your RMA department/policies, or has anyone experience this with MSI?
Here are other topics that are about it, along with a letter to Henry Hernandez
"Henry,
Yesterday when i got off the phone with you for the second time you remarked "I don't know about that Cole", as you seriously doubted what i am telling you. Perhaps we are not making a connection, or clearness i want to establish over telecommunication, but i will write to as a documented letter.
You received my product originally on the 27th, and tested for a series of days over your warranties turn-around time of 5-15 days. The product was first unseen by your department for almost a week, and this is despite me calling everyday to see if the RMA center had received it, but unfortunately each time i checked i was told very little, and to just wait. I was told wait three days on the 27th of January, but did not hear about until the approximately on the 3rd that my investment was safe, despite my inquiry with all the technicians i talked to, that i was worried, and even though it was there; i still had a right to know where it was. This was caused because "Alex Hernandez" wanted to test the system himself, and this caused the whole time consuming process of a game of unorganized logistics in the way your company does things, and that leaves it with a stale atmosphere whenever i deal with MSI, and i sincerely hope this changes.
Later on in the process i am wondering what is taking so long, and why ever time i check the answers, or info seems to be inconsistent, and with all do respect; it makes the RMA department look unprofessional, and incompetent of their jobs. By this point Alex had already informed me that the board was not in stock, and that the RMA department needed to order the part, so i had to wait, but when 15 days came i felt as this was unfair, because once you received the board you would have to test it for an additional amount of days, and that tend to be very long with your RMA department. After a few very rude, and offensive calls i had put up with ( note due to no organization of your records on my case in a database) i was called by Alex, and told he will be upgrading my unit so it could ship, and get to me faster, and informed this was due to a supply problem, and apologized. This made me mad in a few ways because this should of been done earlier. Days go on, and i get two refurbished units, and spent 3 hours building the computer, and checked over pins, wire, and connections. I originally had the VGA card in the first PCI express slot that was closest to the CPU, and insured the it was correctly installed onto the motherboard. I set up my system to my monitor, and two other external plugs into the back of the system, and in a USB 2.0 slot. When i powered my system i found the system to power on for literally one second, and turn off for roughly 10 second before looping. It did not display any picture at all. I immediately switched the VGA to a PCI express in the middle, and put back my system. I turned on the PC, and it would make it windows loading screen, and loop. This happened for 20 minutes, in-till the computer finally posted. Once i confirmed it posted; i reformatted the system, and carefully set up my drivers, along with two games, and "MSI Kombuster" along with "MSI after burner". After i have installed the drivers with "MSI live updater", and nvidias driver for the VGA; i put on the "physx" test, and watched it artifact, and then shut down my driver, then displaying some message about how the nvidia display driver kernel failed. I then tried a game thinking it could be the program, and set up "rust" ( a pretty low quality game), and played it for about 20 minutes before the computer blue screened, and this is where i called junior around 5:15 on Wednesday to complain about the board, he heard me out, and understood me. He thought it could be the board to due to the bad PCI express slot+corrupted bios, and said i should re-install my drivers and see if that works, so i took his advice, and spent another night installing windows, and the drivers again. This leaves to when i called MSI on Thursday afternoon around 2 o-clock, and requested that i talk to you. I thought you were busy so i hung up, and tried calling again. Alex Hernandez picks up and i explain the problem to him like i did with Junior, but said he would get back to me. You called instead, and i talked to about how displeased i was with the RMA service, and the problem i am having with your product. I assured you it was both the VGA, and motherboard, but you kept fighting my opinion, and refused to look at it in a different angle, which is how this company has been doing with me since day one, as it was kinda hard convincing your techs that two products had went bad when i had first placed the RMA. You then told me about what would be the future agreement which would be i send in the products, and you would send me replacements right away, and i would not have to wait a single turnaround down for you to send me back replacements, but there was a misunderstanding in what i wanted sent back, because of personal opinions about what was really wrong with my system. I called back after seeing your email said send "the card" after i asked you if the shipping label was included paid for, and you informed me it was not the motherboard, and just the VGA card, but i did not think just my VGA was the problem, due to these both being refurbished, and you gave me a snarky comment along the lines of "Just put in the same box, and i will deal with it" which i was confused on if that meant more problems to come.
Once again i took my computer, and dissembled, but observed the parts on the board to overlook the extent of the repair done to the board previously, and out of knowledge i knew that when you first make the boards, they are made by machine, and each part is pretty exact, but when a board is refurbished it is done by hand, and this process can be hard, since you need someone with time, and good at sodering. I look at the board and noticed that it had out of place caps, and a two poorly soldered, and placed SFC near the PCSI slot i had been using. I looked at the video card, and i noticed the metal "frozer" fan was a metal model, and not plastic, which indicated something may have been wrong with the plastic outside. The fans wire also had ware on, and this ware shows that it may have been in rough conditions, and not well looked after.
This email is a clarification on events, and to make sure i am clear on what we are doing before i send this board. Like i said i need this computer back quick, as this whole process has stumped my business, and halted my interests, as i understand it i am sending this back, and the day it is received i will be sent my replacements, with no testing, ifs, ans, and buts, and that the next product i get will be of a quality level, and tested to the full extent of it abilities to insure my card, and board are optimal pieces of hardware, and we both can stop wasting time on computer parts, and get on with our lives. If i have anymore problem, or if i am not treated with honor, and you don't back your promises i will contact a small claims lawyer for violation of the Lemon Law act, and will take you to court to retrieve my refund by legal means, but i hope it does not come to that. I am also enclosing a few forums thread that i have collected for information on you, and the RMA department.
http://www.overclock.net/t/1392756/what-happened-msi-rma
http://www.overclock.net/t/1317382/msi-rma-terrible/10
http://forums.anandtech.com/showthread.php?t=2202325
http://forums.anandtech.com/showthread.php?t=2057745
http://hardforum.com/showthread.php?t=1677910
http://www.overclock.net/t/1311805/gtx-580-rma-msi-isnt-answering-or-returning-calls
So Henry i hope you know i am not the only one, and you, and i both know you are legally suppose to give me a refund since this RMA has failed. I will be calling tomorrow for a response to this email, and perhaps any other details that i forgot to add. I will be shipping the card out tomorrow, and expect it to arrive by monday/tuesday, and expect your to overnight ship it on that day, and have it in my hand by Wednesday."
This is my post from LTT "Well after a very unpleasant, and ongoing problem with MSI RMA support, and their "quality" refurbed boards. After talking to some manager from their RMA center they want to RMA my board, and video card, but very hesitantly, but the reason for this post is to ask people how they feel about if buy a motherboard, or any part, and the parts breaks after 30 days; they send you a refurbished board! This is what MSI does, and seems like a ripoff when i could of just bought a board from newegg refurbed for cheaper and saved money than buying it new, and get a refurb a few months later. Does anyone know if every PC part company does this, and what are some of your experiences?"
Other people i have found on this forum
http://www.overclock.net/t/1454397/msi-not-fulfilling-warranty-help
http://www.overclock.net/t/1370881/slow-msi-rma
Now here is a card i have, and an overvolting issue MSI said it did not have, but i now know they did. This was a year ago
http://www.tomshardware.com/news/MSI-GTX-660-670-overvolting-PowerEdition,18013.html
So basically if you buy a MSI product, chances are they will break on you, and when they do they just give you a refurbished one you could of bought for cheaper in the first place.
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