MSI Customer Service Is Horrible!

I've been hung up on them by their technical support team, told I was going to get a phone call back from their supervisor, etc and have not heard a single word. I reached out to the reps here on the forums and never heard anything back. At one point I asked them to read me my case file and they started guessing what I was calling about. I was asked if I was calling about my laptop not charging? Seriously these guys are effin idiots. I wish I could treat customers this way and be this bad at my job and still be employed.

To quote my own post on here and sum up the story briefly.... I purchased an MSI GL62 laptop that was according to MSI specs on the website was an i5 6300HQ and 970m w/ 3gb GDDR5. Not only was it listed there on the official website, but it was also being sold by another retailer with the 970m!

Well MSI has screwed me over here. I'm super displeased with their service and response to their total F up.

Got the laptop last week. Opened it up and as soon as I looked at the sticker on the laptop I saw it had a GTX 960m instead of the advertised 970m.

I looked at the Spec sheet on the box and confirmed it was the correct listed model number and it also stated a 960m. At this point I was pissed and called MSI up.

I explained to the MSI rep what had happened and he ran my serial number and told me that laptop should have a 960m. I proceeded to explain to him MSI website explicitly stated 3gb 970m in not one but 2 separate places on the product page and that other websites were selling the laptop as described with a 970m. Why would I think any differently?? He spoke with his supervisor and informed me they would rectify it and call me back.

In the mean time I spoke with the company the laptop was purchased from. Their stance was that this was MSI problem and that I would not receive credits for shipment costs and would incur a restocking fee! They said the laptop model number was listed correctly and MSI effed up and not them which is very true.

A few hours later I hear back from MSI via a voicemail and was told they can't replace my GPU because it's soldered and they would not replace my laptop with one that had a 970m (literally $300 difference). GE62 with i5 6300 and 970m for $1099 vs $811 I paid minus shipping.

I checked their website and they fixed the listing (sort of as of last checking it was still inaccurate on vram amount) Now fixed after I pointed that out to them as a second error!

Have a brand new MSI GTX Gaming X 1080 and have owned MSI products in the past. Can't believe this is how they do business and screw customers!

I'm going to be starting a charge back or using the Amazon payments protection I used to purchase the laptop. One way or another I'll get my money back and MSI will have this **** story shared all over their social media and Reddit.

All I am looking for is for MSI to provide me with some sort of documentation via email stating they had incorrect specs listed on their official website so that I can provide that to the retailer and get a full refund without a restocking and shipping fee. I am not responsible for MSIs F up!

 

Can you check with google cache or something to find out the previous listing? The same for the retailer?

 

Hey Ryzeki. I took desktop screen shots of the listing before it was changed just in case they tried something like this. I also went ahead and downloaded the specs PDF they had attached to the page.

Both are now changed but that isn't my fault! They listed a product which to was was totally believable. It was my impression they were dumping 900m stocks to prepare for the 1000m launch. The GL62 is made of cheaper parts and they skimped on other areas so the price to me was totally real! That coupled with the fact another retailer also listed it for sale with that spec made it seem legit.

http://www.pcconnection.com/product...c-6c-970m-15.6-fhd-w10/gl62-6qf-1213/32160818

Still in stock, listed with a 970m! I've also purchased from this company's new the past.

MSI is a scumbag company and they've lost me for life as a customer. I'll never again recommend them to anyone. I've already listed my GTX 1080 for sale and am buying an EVGA replacement. I cannot trust MSI will ever stand behind the warranty. They're useless.

 

http://forum.notebookreview.com/attachments/msi_gl62_6qf-1213-pdf.136563/

 

I understand your anger though I'd still say you should be able to return for full refund from that site. It says 970m and so does the PDF. It's false advertising even if the price was too good to be true.

If you see any listing that says the specs and you received otherwise, that's wrong and not what you paid for. Return the machine, ask for a chargeback?

 

Thanks for the support Ry. I was certainly heated after the past few days of getting nowhere with neither MSI nor the retailer on a simple mistake. It is definitely a case of fraud but it seems even with such a clear cut case both companies wanted to point the finger at the other.

After more persistence than should ever be necessary I finally got connected to a supervisor in a different department that finally heard my case and was rationale about what should be done on this matter. He was quick to respond to my request for a simple email from MSI stating their error so that I may forward it to my retailer, and apologized for my inconvenience. I informed him of the fact that other retailers were still listing the card with a 970m and he is going to send out an email to their partners to correct the listing errors ASAP.

I will speak with my retailer in the morning and should have everything I need for a full refund and quick RMA. While my faith in MSI's service has been severely tarnished after this whole ordeal I will try and realize that this could probably happen with other companies. Although the last time I had to do an RMA was with an EVGA power supply and it was the most effortless RMA ever. Not surprisingly my graphics card already has a few interested buyers for tomorrow morning and I'll be swapping it for an EVGA card. I'll rest a bit easier at night knowing my investments will be better supported should I ever need it.

 

EVGA is greatly recommended for consumer general electronics due to their effortless RMA However, not so recommended for industrial applications (like some older thin clients and PCoIP products). While their warranty and service is generally great, their products tend to fail a bit more often than others. For consumers, it does not affect much because they can easily get it fixed or changed without much issue, but in the case of industrial equipment, you'd rather have it never fail if possible haha It worked for them in the end, they got that reputation when it comes to service.

I think the problem with most companies is that customer service is an entirely different department and, depending the company, it might indeed be run by.... less than recommended people to say the least. As you said, this happened with MSI and your retailer is an example of a customer suffering due to poor service. And I do believe it can be the same experience that could have happened with others.

In a way, I'd rather deal with the retailer/reseller directly than a company itself. Here in México, it's even worse with some rather good companies. I had nightmareish support from toshiba years ago... surprisingly HP had great service, even if their laptops were failing like popcorn popping haha.

Hopefully your issue will be resolved by tomorrow!