MSI Sent my laptop to the wrong address

A month ago I sent my laptop to HIDevolution for repairs and they sent it to MSI. It's been a couple of weeks now and last night I emailed HIDevolution asking them how is the laptop repair going and one of HIDevolution RMA support responded that MSI have sent the laptop to the wrong address and that they trying to locate it.

I don't know how they managed to send it to the wrong address and I don't know if it's going to get recovered, or I'm going to get fully compensated if the laptop is lost.

Also if it's truly lost then I'm no longer comfortable because I did not formatted the SSD/HDD and I'm afraid if the person who is going to receive it is going to meddle with it.

 

Dno if you can blame this entirely on MSI, sounds like HIDevolution might have given the wrong adress here, but whatever the case, this is quite serious.

 

After the laptop is repaired it's going back to HIDevolution, it's just impossible that HID have given the wrong address.

 

Why would MSI then send the notebook back to a random guy then?

 

There is not much detail so I don't know. I'm still waiting a response from HID. If MSI does sent it to some random guy I don't think that person is ever going to return the laptop but one thing that makes me feel uncomfortable is that person is going to meddle with the laptop.

 

Well that's my point. You never know who messed up, for all we know it might have been HIDevolution. Not saying they are bad or that they tend to do this or anything, just making sure you understand that blaming MSI for something they might not have done might not be the best way of handling things. Obviously the situation is bad and this shouldn't have happened in the first place but if you don't really know whats going on, blaming somebody won't really help you.

So i'd suggest taking a chill pill and see what happens. For all we know your notebook might still be at MSI and there was some communication problem and they were talking about a completely different notebook, hell MSI or HIDEvolution might have simply mixed up numbers or something for all we know.

Keep us updated tho!

 

I wouldn't discount the possibility of courier error or another type of courier issue.

If the sender used a tracked and insured service, the usual procedure would be to initiate a wrong-recipient investigation and if the package cannot be located and redelivered, to issue you a refund. The time required depends on the courier and how well organised the sender is. If the sender didn't use a tracked and insured service, then it becomes a bit more difficult. The sender will generally have to start the wrong-recipient investigation from their end. If the sender really has sent the package to the wrong address by switching the shipping label with another customer's package, or physically writing the wrong address etc... then the courier will likely reject the claim, stating that the package was correctly delivered. The sender will ordinarily then refund from their own pocket. Not enough info to give more than general advise.

As for the contents of the HDD in the event that the package has vanished: hopefully it was encypted.

 

HIDevolution have given the correct address but MSI sent it to the wrong address. The signature on the shipping records also confirm that the customer didn't received it. HID called that person and he said he is going to ask the neighbors around him. HIDevolution formatted the notebook before sending it to MSI.

 

There seems to be no chance in recovering the laptop. Waiting for the next step.

 

Wow that sounds like a bummer. What broke on the notebook btw?

 

Defective motherboard.

 

So, did MSI actually ship with the wrong address written down/wrong label attached or was the address correct and the courier made a mistake?

If it is the latter, the courier would usually issue an insurance claim without too much drama. For the former, I'd be suprised if MSI dragged their heels in issuing a refund - the tracking details should be enough to prove negligence.

 

MSI made the mistake. They now asked the same delivery man who delivered the laptop to go look for it.

 

Who gives you this information? Because I'm always skeptical on these kinds of things, honestly the situation sounds odd.

 

If MSI made a mistake and sent it to the wrong person, this implies that no negligence lies with the courier... So I'm therefore surprised that the delivery man is "go[ing] to look for it". My experience is that couriers will say something along the lines of 'tough-luck, we delivered it where you asked us to' and refuse any insurance claim - let alone sending a delivery man to try to locate the package.

So, I suppose that MSI addressed it to the wrong recipient and then the courier also made a mistake and didn't even deliver it to the correct (Well, whatever recipient they wrote on the shipping label) recipient themselves.

 

According to HIDevo RMA customer support they have given the correct address and it's already in the UPS system, but MSI still managed to send it to the wrong address.

MSI was supposed to send it back to HID facility and send it back to me.

TBH there is not much to tell because HID themselves did not fully explained what happened.

 

Have you actually talked to MSI about this or the company that delivered the package to the wrong adress? I don't know but I find it kinda hard to believe what is going on right now. Sending a package to the wrong adress and then having difficulties getting it back is really strange. I mean this is like a guy stealing right in front of a securty camera.

 

No. I haven't talked to MSI. Retrieval won't take long more than 2 days. Maybe I should ask for a refund or replacement by then?

 

If I were you, I would contact MSI to ask what is going on. Since somehow I find the whole story really hard to believe, I think HID might be telling u something wrong here. I can't really see how sending it to the wrong adress would cause this to be this difficult.

 

I don't want to go through all the hassle, I've had enough when I sent the laptop back to HID. The person who received it already opened the package by now and used the laptop and I'm no longer comfortable using that same laptop. I already asked for a refund/replacement.

 

Lol i highly doubt theyre going to recover the laptop. Somewhere out there someone is enjoying their new free laptop at this very moment. Really honest people are rare nowadays unfortunately so i cant imagine someone is just going to be like "oo ya here it is" my guess is someone got it and is thinking xmas came early. But at the very least you should get a new laptop since none of this was your fault. I would say you need the laptop for work and that you cant afford to wait. Tell them you want it replaced and it can be there job and worry to track it down and replace it.

 

When you have a multi thousand dollar laptop, would you really call it a "hassle" to call the people who lost your laptop and try and ask for a little information? The story just seems very fishy and little information and if you're not willing to call MSI who lost the laptop because it's a "hassle" do you really deserve another one? Just saying. You know HID provided MSI with the proper shipping information, so it narrows it down to either MSI providing the wrong shipping information on the label to the courier and shipping it to the wrong address, which makes it their fault. Or, MSI provided the correct information and the courier delivered it to the wrong address making it there problem and mess up. To get to the bottom of anything you really need to find out what address was on the label that MSI provided to them, what did MSI provide to the courier, the wrong or the correct address. You can't do anything until you have the right information and you're going to have to put a little effort in and contact them to try and find stuff out. 3 different companies cannot be held responsible for a missing laptop when one of them was the one who screwed up, and why would HID or MSI pay you or give you a new laptop if the courier messed up the delivery. You need to get more information. That really sucks, but you're going to have to go through a little of a "hassle" or accept you lost your money.

 

You forget, it's also possible HID is not being honest and might have messed up themselves, other than that u're right, without proper information OP could end up without a notebook and without a refund because "hassle" was to much.

 

I will contact MSI RMA Support with the ticket that HID provided.

 

It would seems that MSI have sent the notebook to one of HID's customer (according to HID) but that person claimed that he did not receive the laptop. The UPS delivery guy delivered it to the wrong person. The story so far tells that MSI and UPS messed up.

Still waiting for MSI response but I also contacted Ted K. my sales person and owner of HIDevolution to speed things up. They contacted MSI again to proceed for a refund or replacing the notebook. If I get a reply from MSI I will also try to ask them the address and the tracking number of the package so I can also use that info. to contact UPS to get more details.

 

We sincerely apologize for this situation @Midas Touch.

We don't like to have to point fingers to MSI, but it was MSI that shipped to the wrong address:

"Did I used a wrong address? Should I request UPS to pick up the package?

Customer Support
North America Region
MSI Computer Corp."

MSI has already escalated the case with UPS some time ago, but UPS has not been able to recover the package at this time. Even if they eventually recover it, given the time elapsed, we agree that returning it to you will not be an acceptable solution.

Ted is seriously on this case for you...BIG TIME! Please stand by while we reach a solution with MSI. We will continue to communicate with you directly. I will not be making any further posts on the forum regarding this situation. Of course we welcome you to post the solution we were able to achieve, once this has been resolved.

 

I too don't like to point fingers or blame MSI but they made a mistake, a human error is acceptable if corrected. Thank you @ Donald@HIDevolution for clearing things up for me and the boys here. I'm glad to hear that @Ted@HIDevolution is on this one, he's been a great help, he also done some favors for me and with him everything always gets done right.

 

HID says that refund is not a viable option, MSI can only replace it with the same model (GT80S) but a refurbished one or I choose to add extra for trade-in program.

 

If I were you and a refund was not an option, I would accept no less than a brand-new computer of similar or better specification. No refurbs. As much brown stuff as we can throw at Dell, that company is very good about replacing machines with brand-new, often better, ones when there are issues such as irreparable parts and whatnot.

 

What can I do? MSI will not replace it with a brand new unit according to HID @Donald@HIDevolution @Ted@HIDevolution they either replace it with a refurb or I add cash for trade in program.

 

delete

 

Hmmm

 

Nothing to hmm about. I deleted my comment out of respect for @Donald@HIDevolution


Sent from my iPhone using Tapatalk

 

Ok

 

The choices

>>Obtain a replacement GT80S 274 (or equivalent, most likely refurbished), QC it, then send the product back to you. You will still retain your trade up opportunity when the next generation graphics processor is released.

>>Obtain a replacement GT80S 274 (or equivalent, most likely refurbished), have us hold it until the next generation graphics processor is released, then use your trade up opportunity once the time comes. This choice is effectively the same as your original plan.

>>Upgrade to the GT75VR 202 at the specified upgrade cost, and forego your 2nd trade up opportunity.

>>Upgrade to one of the models on MSI's approved list, which includes the GT73VR and GT83VR, at the specified upgrade cost, and retain your 2nd trade up opportunity

 

Go with the GT75VR.

 

@Midas Touch
And give up a Volta/Ampere GPU upgrade? No way are the GT75 extras over a GT73 worth giving up that 2nd GPU upgrade.

The GT73VR Pro-866 7820HK / 1080 / 120hz display, or similar 1080 configuration runs great, and you can upgrade to whatever new GPU comes next

I don't understand how this happened to you, but you should tell them to return your full value as a refund in cash, or *give* you what you want - without any cost to you.

MSI may have lost the laptop, but HID is responsible for it as it's warrantied by them and they promised to handle the repair for you as part of their warranty.

Maybe I don't understand the situation, but as I understand it it's up to HID to give you what you want and for HID to get compensation themselves from MSI. You shouldn't need to be involved with MSI directly.

You should come out ahead, not be forced to take something that's less than what you had / want, and there should be no cost to you. If you paid shipping to start, that should be refunded as well.

Good luck

 

That is a great choice but MSI only offer 1 year warranty and I give up the 2nd gen upgrade.

Unfortunately MSI will NOT refund me in cash, they will only replace it with the same model but refurbished or equivalent...I asked Ted Kim what is the equivalent of the GT80S 273 and is it also refurbished? "Still waiting for MSI response" says Ted.

My guess is that they probably won't refund me in cash because I sent the laptop to HID for repairs but found out its the mobo that is damaged so they sent it to MSI for mobo repair/replacement. Things would have been easy if they just refund me in full.

 

Well in that case, you should get a refund for the laptop and HID should handle any compensation with MSI. HID was responsible for handling warranty and you should not be kept waiting until they sort out this lost item with MSI.

 

"MSI said they are unable to provide monetary compensation in place of a system replacement." I told them I will not and I don't accept refurbished notebooks, not ever in my life that I want to buy a refurbished no matter how cheap it is.

 

Did you send the laptop to HID or to MSI for warranty repair?
If you sent it to HID, why are you talking with MSI ? You only need to talk with HID, their job is to talk with MSI and get a compensation.
If the shipping company marked the package as lost, you need to get a compensation from HID and after that how will they handle their own compensation with MSI is not your concern.

 

I sent the notebook to HID, Sorry, it's a quote from @Ted@HIDevolution. I tried to contact MSI via email but no response, I'm not gonna bother with them now because Ted Kim is the one talking to MSI and he just forward the messages to me. Like I said in the previous post, Ted Kim told me that MSI will NOT refund me in cash, only replacement with a refurb notebook or I add cash for the trade-in.

TBH, I only want a cash refund or a brand new replacement so I will keep asking them that.

 

Oh okay.
UPS has GPS tracking and the customer who received the package had to sign for it so they definitely can track it where it has been delivered. UPS has to simpy appologyze and pick it up from the fellow who signed for it.
If this can not happen than UPS has to mark the package as "LOST" so MSI could start a claim for the value of the package. UPS messed up so they need to pay for their mistake, hopefully MSI had insurance with UPS for such a high value item.
I do not know the laws of the US, but here in this country IF the person who received the package by mistake refuses to give it back, than that is "unlawful acquisition" which is because of the value of the item is a criminal offence, so the police needs to get involved too.

So what needs to be done:
- HID contacts MSI to retreive the package
- MSI contacts UPS to retreive the package
- UPS tries to pick the package up from the delivery address, if that fails they report the case to the police and also conduct an internal investigation to roll out the possibility that it was just misplaced in an UPS facility. They also log the package as "lost" so MSI could start a claim for the value of the package.
- MSI receives the compensation and sends it to HID
- HID receives the compensation and sends it to you

At least this would be the legal way without leaving out any participants. However, I do not want to disappoint you, but unless HID steps in, it will take hell of a time. The main problem here is the middle man, MSI, because they had the shipping contract with UPS, so only they can file a claim for the lost package, HID's hands are actually tied in this matter.
Yes HID or even MSI could pay you out of their own pocket so you wouldnt have to wait, however this will never happen. Only thing can HID do is to push MSI to get a claim from UPS. UPS will either pay up or retreive your package. Hopefully MSI was not so cheap to leave insurance out, and they declaired the value of the package at UPS because if they did not, they HAVE TO pay you out of their own pocket.

tl;dr:
You WILL get your money, do not worry, however it will take time. IF all goes well, with the UPS inspection, MSI claim and HID claim we are talking about 1-3 months of time when you get your money back, If I had to guess, I would say 2 months.

ps: if MSI already offered you another laptop, definitely go with that. Because as I mentioned above, getting a full refund will take much more time.

 

They offered a refurb replacement which I will not accept.

 

If you paid with a credit card, you might call the credit card company, and ask for customer service after purchase assistance, explain the situation, and see what they offer to do for you to help. They might refund your original purchase price.

 

I used Bitcoin.

 

I'd get the upgraded GT73VR 1080, it'll outperform the GT80S, it'll be lighter, smaller, probably quieter than the GT80S, and you only need 1 PSU - +SLI isn't supported in a lot of new games these days, so a single high performance GPU will be best.

I wouldn't get the 1070 SLI GT73 model...or any of the GT83's...unless you want a large keyboard laptop like the GT80S again... do you want that?

 

Sorry man, I'm not up for jokes, I'm extremely stressed right now.

 

Yeah, again I don't understand why the pressure is on you, they lost it they should replace it - HID is the responsible party.

You shouldn't be stressed out over this at all, that's not right. There should be no out of pocket expense to you either.

 

For now I don't want to spend $700 - $1000 dollars for the trade-in. I already spent some of that in my upcoming content creation project which is about to get cancelled anyway because I don't have a powerful workstation.