Extremely bad experience with MSI repair service

First of all, the customer service is very good. They answer everything they know and help me to track down my RMA.

However, it takes very long time to get your laptop repaired, and I don't know why.

I have my GT72 purchased Dec. 2015, I think this is the same chassis as the current model. I used it primary for playing game as it is a gaming laptop. My laptop broke in the end of this May with no picture at all. I've opened the RMA and sent back my GT72 from Chicago to MSI CA center on 05/31. They got my laptop on 6/3 and then started to repair it until the next Monday 06/04. It turned out is the motherboard issue, which I don't know why I've just used 1.5 years and the motherboard broke. Unfortunately, the motherboard is shortage (which I don't know why, for a last year model, it should has stocks normally). It took a long time to do the back order and finally the mother board delivered and they can resume to repair the laptop by 06/20. I thought I can get my laptop back at last Friday, and then I got another bad new, there is another item out of stock and they are waiting for back order again. This is really surprised me since the current model are almost as same as the model I have, the part should be enough for this case but not. I had the Dell laptop before and it takes me no longer a week to get my laptop repaired. But with MSI, it is almost a month and I am still waiting for my laptop back. It is really a very bad experience overall for MSI, not the customer service, but the time for your customer waiting for their laptop and the quality.

To sum up, if you are very care about each penny you spent, you probably need to think again to buy the gaming laptop from MSI. The quality is not as good as I thought, and the repairing time will kill you. Especially as known as for most of gamer, Overwatch just released and I have no laptop at all now !!!

 

You purchased your GT72 on dec of 2015, and it broke on may, but you have used it for 1.5 years? Depending on how old the GT72 model is, the issue may be on the CPU as GT72 launched, and within a year or so, there were 3 CPU Generations (Haswell, Broadwell and Skylake). Maybe your laptop uses Haswell or Broadwell and they have a shortage on those, since everything is skylake now? Naturally each version has its own motherboard.

It seems your experience so far has been with delays, rather than an actual bad experience. Besides time, what has been so bad? Keep calling MSI every now and then to make sure everything is going OK and avoid more delays. In the end it was motherboard and another item? what else failed?

I hope you can get your machine back soon!