MSI Customer Service.

[Mmkay13]

Hello,
I have purchased a MSI GTX980 from dabs.com. The card arrived damaged cosmetically. Tried to get a refund/replacement from dabs.com under the MSI warranty, I have emailed MSI 5 days ago about returning/refunding the graphics card.

I received a confirmation that the email went through to them but had nothing back for the last 5 days. So far i'm really disappointed with the MSI customer service.
Have you had a problem like this with MSI before?

What should i do if i don't receive a reply from MSI?

I'm getting stressed about this situation as the GPU wasn't cheap at all.

Any help is appreciated, thank you in advance.

 

[mcnumpty23]

its the responsibility of dabs to replace/refund not msi

they sold it to you not msi

 

[Mmkay13]

its the responsibility of dabs to replace/refund not msi

they sold it to you not msi

Dabs.com only replace/refund within 14 days of purchasing the product. As it was purchased as a gift. That time period has run out.

 

[mcnumpty23]

yeah thats the The Consumer Contracts Regulations for selling at a distance

you have 14 days from delivery to decide if you dont want it

but far as i know uk consumer law is still the person who sold it to you is responsible for at least the 1st year unless its sold with less than a years warranty--ie some refurbished items may not give a full years warranty

unless they changed the law recently that i didnt hear about

had this argument in tescos for a friend who had bought a tv that went faulty

tescos insisted it wasnt their responsibility but the tv manufacturers

after an hour of discussing it and me refusing to budge they contacted head office who agreed with me and tescos replaced the tv there and then

i would have to look it up though to see if this has been changed

 

[mcnumpty23]

looks like they altered laws in october 2015

but so far have found--If your goods are faulty, you can get a refund.up to 30 days

 

[mcnumpty23]

yeah seems the same law still applies you entered into a contract with dabs--not msi

therefore its dabs responsibility to sort it out not msi under your legal rights

phone dabs and say you want it sorted out under your uk legal rights--not the warranty

you can always check i am right with a quick phone call to citizens advice--its an old favourite with shops to give it the manufacturer is responsible line

 

[Mmkay13]

yeah seems the same law still applies you entered into a contract with dabs--not msi

therefore its dabs responsibility to sort it out not msi under your legal rights

phone dabs and say you want it sorted out under your uk legal rights--not the warranty

you can always check i am right with a quick phone call to citizens advice--its an old favourite with shops to give it the manufacturer is responsible line

thank you so much for the help, I will try that on Monday when they are open and i will let you know how it went

 

[mcnumpty23]

you are welcome

i would double check with a quick phone call to citizens advice but pretty certain i am right

unfortunately not all shop staff even know consumer law which is ironic given they are selling stuff to consumers

if they just keep repeating themselves i normally ask for the complaints department--though now adays they usually pretty it up by calling it public relations department etc

just make it clear you are quoting your legal rights not any thing to do with warranty

the other issue they always repeat like parrots is if you have a years guarantee and 13 months later your item packs up they just keep saying its over 1 year old nothing can be done--thats not true either under uk law it has to last a reasonable time--this is usually5--6 years depending on the item

 

[Mmkay13]

you are welcome

i would double check with a quick phone call to citizens advice but pretty certain i am right

unfortunately not all shop staff even know consumer law which is ironic given they are selling stuff to consumers

if they just keep repeating themselves i normally ask for the complaints department--though now adays they usually pretty it up by calling it public relations department etc

just make it clear you are quoting your legal rights not any thing to do with warranty

the other issue they always repeat like parrots is if you have a years guarantee and 13 months later your item packs up they just keep saying its over 1 year old nothing can be done--thats not true either under uk law it has to last a reasonable time--this is usually--6 years depending on the item

Sorry to be mentioning this now, completely forgot about this.

I emailed dabs.com about getting a refund/replace under the warranty which to i was told that the warranty of the GPU doesn't cover cosmetic damage. I informed them that the GPU is running at a much higher temperature than it should at idle but they repeated themselves about the warranty not covering cosmetic damage.

What should i do in this case?

Link to images of the card: http://imgur.com/a/xIkwB

 

[mcnumpty23]

if the item arrives damaged then you would have up to 30 days as mentioned earlier

physical damage would be classed as not of satisfactory quality even if its not faulty

 

[Mmkay13]

if the item arrives damaged then you would have up to 30 days as mentioned earlier

physical damage would be classed as not of satisfactory quality even if its not faulty

Thank you for all of the help, i will go ahead and email now and once they get back with me, i will let you know. Enjoy your weekend

 

[mcnumpty23]

you are welcome

oh and you could actually go to their facebook page i have done that before--when its in view of loads of other people it usually tends to be more effective than phone or email

 

[Mmkay13]

you are welcome

oh and you could actually go to their facebook page i have done that before--when its in view of loads of other people it usually tends to be more effective than phone or email

Okay thank you i will try that.

The card was purchased on the December 14th and i emailed on the January 22nd due to the product being a gift and i did not know that the card was damaged.

Are the 30 days counted as 30 working days?

 

[mcnumpty23]

it should be 30 days from when it was delivered not when it was purchased

no it will be 30 days regardless of whether there are weekends in those 30 days--if that makes sense

30 working days would mean 5 days times 6 plus weekends so would add up to 42 days total

 

[Mmkay13]

it should be 30 days from when it was delivered not when it was purchased

no it will be 30 days regardless of whether there are weekends in those 30 days--if that makes sense

30 working days would mean 5 days times 6 plus weekends so would add up to 42 days total

The email was sent after the 30 days.

What am i able to do now?.

 

[unocko]

I both emailed and called MSI when my MSI 7870 started making funny noises. They did take a little to reply, but they did fix the problem wonderfully by sending me a new 390x as a replacement. So it might take a little and be annoying, but be patient and they'll fix you right up.

 

[Mmkay13]

I both emailed and called MSI when my MSI 7870 started making funny noises. They did take a little to reply, but they did fix the problem wonderfully by sending me a new 390x as a replacement. So it might take a little and be annoying, but be patient and they'll fix you right up.

MSI have replied to the email and told me they can repair the card but i have to pay postage from the UK to the Netherlands

 

[unocko]

MSI have replied to the email and told me they can repair the card but i have to pay postage from the UK to the Netherlands

Not sure what the cost of that is, but I'm sure it'll be worth it, maybe get lucky and get brand new 980 sitting on the shelves not being sold because of the 980ti.

 

[Mmkay13]

I both emailed and called MSI when my MSI 7870 started making funny noises. They did take a little to reply, but they did fix the problem wonderfully by sending me a new 390x as a replacement. So it might take a little and be annoying, but be patient and they'll fix you right up.

Sorry to reply so late. But did you ask them for a upgrade or did they offer it?
Thanks in advance.