MSI Sent my laptop to the wrong address

The GT73VR 7820HK / 1080 Pro-866 was only $550 upgrade cost, but it's still money. HID / MSI should offer to do that upgrade for free under the circumstances.

What do you need the powerful workstation to do? High core count CPU processing or GPU?

Did you tell HID this? Maybe you can cross swap into the workstation you need? MSI makes some so they could provide it. MSI also makes a laptop workstation WS model series too and I think I recall someone mentioned MSI allowed them an upgrade to a WS model.

 

I did. My point is that if they can refund me in cash so I just buy one locally to save time. This is a one project only so I don't need to have an actual workstation with quadro gpu.

@hmscott

If you were in my shoe, you're okay to accept a refurb GT73VR as a replacement?

 

Credit Card company would not help in a situation like this, you need to turn to your bank who has your bank account which is linked to your credit card. However the bank will not help in a situation like this either. You can file a complaint with them which will be investigated in 30 days, but 99% chance that your request will be turned down.
The only situation when the bank will refund your money is if card theft has happened and was used without your authorization. For example if a keylogger on your computer stole your cc information and someone started to spend your money. You need to disable the card and file a complaint at the bank to get your money back. In most cases the bank will honor your request.
My personal experience was when a webshop which I visited often got hacked and all customer's cc information was stolen (the webshop stored all of this data in an non-encrypted txt file lol) and the hacker tested my card with adopting a Dog in the US.
However if a higher amount of money is stolen after card theft the bank may require a copy of the police report to refund you.
However if the crime is not related to card theft, then the chances of getting the money back from the bank is very slim and this situation is faaar away from the thing I just said.
You can try your bank but if you tell them the whole story their answer would probably be this at the end: "Sorry, we can not honor you with a refund and if you wish to get your money back you need to file a civil lawsuit against HIDEvolution."
Yes, against HID, because Midas was in contract with HID and HID was in contract with MSI and MSI was in contract with UPS. Midas can not file a lawsuit against UPS leaving out HID and MSI.

My opinion stands. Accepting a replacement is the fastest way to get to the end of this problem.

@Midas Touch: definitely go with the refurbished. It is a russian roulette, but you may come out winner. Refurbished does not always mean that you will get a horrible looking laptop with full of scratches and physical damages and so much dust inside that the vents can not even spin up. Refurbished means that the manufacturer restored it (with replacing components) to the closest as possible to new condition. I do not know how MSI does this restoring but I saw refurbished laptops which looked like new and there was no indication of it being a refurbished unit.
Both GT73VR and GT75VR are good. If you do not plan to upgrade later and want a better cooling and screen, go with the GT75VR, however if you just want something to pass the time until Volta is out, go with GT73VR.

 

IDK, it's a tough situation. If someone lost my laptop during the course of warranty support, I'd want a new laptop with a full warranty not a refurb.

You were already dealing with a problematic laptop, and to then be sent another "problematic" laptop - it was refurbished for a reason - you don't know if it was a working trade-in or a laptop that failed to be repaired a number of times and was replaced with a new laptop for that refurb laptops previous owner. Now you are getting the "hot potato" refurb.

I've not had great luck with refurbs, in that there are a much higher % of bad ones out of the box. I've gone through that with BB, Fry's, newegg, and I would say with a few exceptions the hassle isn't worth the savings.

If you have a new one with a full 1 or 2 year warranty you have a better shot at a good laptop.

 

I don't and will not accept a refurb @Donald@HIDevolution

 

I don't and will not accept a refurb @Donald@HIDevolution

 

an email from Ted.

1. If customer would like to swap into another unit, MSI will offer $1400 value if he choose to use this credit to purchase any MSI gaming laptop
2. If the customer would like to do a trade-in for next gen GPU, MSI will honor a $1400 value when he decided to trade in
3. If end user would like to get a unit right now, MSI will offer him a refurb of GT73VR Titan Pro 4K-479 which comes with a i7-7820HK/GTX1080/16G/256 SSD+1TB

 

That's odd that they would only give you one model as a choice for a refurb, unless you want a 4k, I'd assume you'd rather have the 120hz model. So on top of a refurb they only give you one choice, that's awful.

Respond nicely and tell them exactly which model you want, and that you want a new one, with a full warranty. No charge.

You didn't initiate the problem, MSI did. Your choice should be honored, not theirs.

The CM238 GT73 model isn't around any more, but you might ask for one: GT73VR Titan Pro-425

Or, one of the HM175 models, which perform just as well: GT73VR Titan Pro-865 or GT73VR Titan Pro-866

Here are all the GT73VR 1080 models:
https://us.msi.com/Laptop/GT73VR-TITAN-PRO-7th-Gen-GEFORCE<sup>®<sup>-GTX-1080/Specification

Actually I would ask them to replace my GT80S with a GT83 if we are talking 1 for 1 equivalence, but for me that dual PSU laptop is a bit overkill for me, but for you, IDK - what do you want?

 

Thanks for the input. Here is Ted K advice; "My personal recommendation is to go with #3 - the refurbished GT73VR 4K-479. It’s a $3199 laptop. You paid $2,499 for your MSI GT80S 6QE Titan SLI-274. Had the GT80S been repaired, it would have been considered refurbished. The warranty will expire July 28, 2018, the same date as your GT80S. We will QC the refurbished system, and if it passes our tests, we can ship it back to you within 3-4 working days upon your approval." as I said many times before...I will not accept refurb. Doesn't matter what I want, they don't listen anyway.

 

What I would do is accept #3, however convince them to ship it with a 120 Hz display instead of a 4K display, in my opinion 120 hz FHD > 60 hz 4K when there is only a single GTX 1080.
Your system was a 980M SLI system and without any extra charge you would get a system with a better cpu, better screen and way better VGA.
HID also offered to test it to roll out the possibility of MSI sending you a lemon.

I do not see any reason to not accept, especially if they even let you keep your upgrade option.

Seems to me you completely misunderstand the term "refurbished". I believe you think a refurbished unit is an old machine which is full of scratches and dents and other sings of wear because someone sent it back to MSI after months of usage and MSI just did a new paste job and now they are trying to send you this crappy used machine.
No.
I dont know how it is in the US, but in the EU refurbished means 2 things:
- brand new item which got its package damaged during storage or shipping and the package got replaced (no damage on item)
- returned item where components with physical sings of wear got replaced to brand new one
I saw refurbished units which looked brand new, they even had the seal which had to be removed and everything.
If it is the same in the US there is a high chance that you will get a unit which looks brand new, just got labeled "refurbished" due to law restrictions. At least it has a higher chance than getting a crappy used one.

But just in case I would state that you will only accept the refurbished unit if it does not have any signs of wear not on the outside nor in the inside and it does not have any malfunctions, including dead or stuck pixel and they allow you to keep your future upgrade possibility and you want a 120 Hz FHD screen instead of a 4K screen.

So you have 3 options:
1) Go for a much better "refurbished" labeled system with the above mentioned terms
2) try to convince HID to get a refund from MSI. This can take months IF they cooperate.
3) Issue a civil lawsuit. This will take years to get resolved.

Personally I would go with the GT73VR. A free upgrade to a much better system (possibly which looks brand new and has no issues) is in my opinion is the smartest choice.

 

I have to respond here. HIDevolution is sincerely sorry that this happened, as we are whenever a shipment is lost or damaged.

What we have here is a lost shipment, regardless whether it is MSI's fault, or the fault of UPS.

However as with any lost shipment, the remedy is to compensate the owner for the Fair Market Value of what was lost.

In this case the laptop was over a year old, so the Fair Market Value has to be established "fairly". This was a used computer that had its motherboard replaced, which doesn't qualify as a refurb, or more properly stated, Factory Re-Certified. Probably the best indicator of Fair Market Value of a used computer is what it will bring on eBay, that exposes them to a worldwide audience. If you look on eBay for similar MSI GT80S models that have sold recently, you will see that around $1,400 for used units would be a bit high, but for Factory Re-Certified units it is about right.

Options #1 and #2 reflect this "Fair Market Value". This is what any owner would be entitled to when their goods are lost in shipping, and all any court in any country would award, regardless of how long it would take to get resolved through the court system. MSI is taking responsibility for this and offering $1,400 without any of that hassle.

Option #3 is going above and beyond Fair Market Value. It is, as stated, one of the Mobile Intel® CM238 models with a better CPU & GPU, a 256GB PCIe NVMe SSD instead of the 128GB SATA SSD, and DDR4/2400MHz memory instead of DDR4/2133 that he had. It is a newer model than what was lost, that had an original price tag that was $700 more than what was lost. It is a true Factory Re-Ceritfied model which means any failed or damaged parts have been replaced with new. HIDevolution will inspect and Q.C. the replacement to confirm its worthiness.

Any of the 3 options will be handled immediately. MSI is no longer insisting on waiting for the result of the UPS investigation.

Finally, having been a member of this forum since 2004, I truly appreciate the value of the member's input here. However it might be better if the members viewed this situation as it is in reality...a lost shipment, regardless of whose fault it might be, which does not bestow entitlements beyond any other lost shipment.

 

That is extremely generous. Rejecting a 'Factory Recertified' or 'Refurbished' system does not make any sense to me. If the warranty is not lost or reduced and the machine is better than the original, this is like a gift from God and way above and beyond fair. It reminds me of some of the amazing generosity we used to frequently praise in the Alienware forums. Kudos to you guys for being so awesome and taking care of business. I will have to add rep after I give more to others.

I haven't read everything on this one incident, only a few posts here, so I am speaking in general terms and not specific to this. It never ceases to amaze me how the entitlement mentality works. That, and trying to exact vengeance on a party that had absolutely nothing to do with the mistake purely for self-gratification cloaked behind a twisted sense of justice. The concept of "Somebody has to be punished for this, and I don't care who it is" is really messed up. So, in that context, the entitlement virus is too common and a reflection of social decline... incurvatus in se. Thank you very much Facebook, Twitter, Snap Chat (etc) for fostering an environment ideally suited for cultivating the worldwide self-centered first-world social virus.

 

After having a laptop that was already a year old and has had it's motherboard replaced and work done on the machine, being offered a much better laptop as a replacement with much better specs that is more expensive....they are really going above and beyond. It would be a no brainer to me which option to choose. You aren't going to get a full refund on a machine that is a year or more old that you have been using, plus has had work done to it. I think you need to cut your losses and take the best option offered to you, which is better than an exact replacement of what you previously had.

 

well the problem now is that midas doesn't want a refurb unit... @hmscott

 

Life would be so easy if we always got what we wanted. Maybe I have bad luck, but it almost never works out that way.
I am always subject to the same rules that apply to everyone else, even though I am extra special.

 

I stay by the things I said. Going with #3 is just common sense in this situation and he should be happy that MSI and HID even gave this option.
But still would be better with a 120 Hz screen thou ^^

 

Comment deleted by self auto-moderation system

 

uwot

 

Just accept option #3. HID is offering you something very generous and you're being selfish and greedy and butthurt. Man up and stop acting entitled.

 

Yup, I wouldn't take a refurbished machine either, and although I know you felt that way from the start, I also know in these situation's it's easy to be pressured to do so, hang in there and don't do something you don't want to do or take an offer you don't want to take.

If you can't get a resolution / offer satisfactory to you in the next week, I'd file a Better Business Bureau complaint against MSI and HID. That's how we got MSI to turn around and offer the laptop GPU upgrade program when they were saying "tough luck, Nvidia decided not to let us offer upgrade MXM cards".

Justifications on the vendor / makers end that it was an "old" laptop don't justify the situation forcing you to take something you don't want. They need to offer you something you do want, and they haven't done that yet.

What did you tell them was acceptable to you, a new GT73VR 1080 laptop at no cost to you? Or a new GT83 model in the same range as your GT80S laptop? I think you are being reasonable.

If they offered a GT73 1080 120hz laptop as a refurb, a model you actually want, with a full warranty - at least as long as your laptop had remaining - then the story might change - it's not optimal - you'll need to make sure it's in the condition that is acceptable when you receive it - so make that a condition of the acceptance.

Good luck

 

I think HID (or any other reseller/vendor) could also say, " Know what? This is between you, the shipper and manufacturer that had the machine for repair. Have a nice life." While they do feel bad about it and are doing their best to go the extra mile to try to make a happy customer, if it is not their mistake they could play hardball just as easily if that was their style. What makes them awesome is the fact that they genuinely care and it's not their style, but sometimes that needs to happen and let the unreasonable customer fight their battle with the entity responsible for the error. They are acting as a customer advocate in this case and should be commended for it. They certainly deserve no flak for it.

No business already doing the right thing should burn any calories or lose sleep over a frivolous BBB complaint. We all know MSI, like most any large company, won't give a rat's ass what anyone does, and won't be intimidated by customers who have rejected an offer that should be seen as reasonable and within the scope of their liability. Any offer of more than the used retail value to replace something mishandled by the shipper should be viewed as a gift. If there is no contract spelling out what happens, or granting special provisions, you can't lose value you never had and can't make claims for more than used fair market value of a lost, stolen or broken piece of personal property. @ajc9988 can weigh in on this as well. We both have career-related experience relating to situations involving legal liability for damages. (Nobody can give legal advice here, so everything is generalized based on what is customary based on common principles.)

I think it is a stretch and inappropriate to compare this to the situation about the laptop GPU upgrades. That was a breach on the part of MSI that affected many customers and stemmed from promises made, implied or insinuated, or the perception of promises, that were not kept. That is not even similar to an incompetent shipper, or an isolated one-off mistake of the shipper's employee, delivering a used laptop to the wrong address. The only similarity between the situations is the idea of using social pressure, public opinion and emotion to manipulate the outcome.

 

Option #3 is a pretty insane offer. I'm not sure what can be seen as more fair.

 

Maybe someone reading this thread that has an obsolete laptop in excellent condition that is exactly like the one the shipper delivered to the wrong address would be interested in selling it for used market value so it can be used as an exact used-for-used replacement in this situation.

 

heck, even a brand new unit would be a great trade for option #3

What I don't understand is why HID won't just give @Midas Touch a new exact unit though. You can get a new one $2000-2400 USD on ebay or other outlets. Then They themselves deal with MSI and get the better system.

 

Because it was MSI's fault, not HID. HID can't pay out of pocket for MSI's fault.

 

I've read all the new posts here, I'll think about what MSI offered.

 

It doesn't matter who's fault it is. Was thinking it would just be in HID's best interest to close the issue by giving the customer new same system... and HID comes out about even by receiving a better system with better resale value though MSI's "Option #3" (What I am saying is HID chooses from MSI's warranty deals and sells the replacement system; while paying "out of pocket" for the new older model clone system; and issue closes)

At any rate, in my business, "the supplier lost it" would not fly at all. We would put in overtime and over-cost to rectify the situation asap. We would deal with the supplier later. I understand that this is harder for small business though; and the customer doesn't have the weight of multi-million dollar contracts behind them.

 

Is anyone here willing to buy that refurb GT73VR 4K 479 that they offered? How much do I get from it? I know there is a marketplace here but I can't post there without pictures, etc.

 

Now you're thinking! Take the generous offer of a better machine and sell it to buy what you want, at a price greater than the original machine was worth. That would be really smart.

I have told many Alienware owners to do the same when they reach an impasse and all that is offered as a replacement for an 18 inch SLI beast with an Extreme CPU is a chintzy BGA turdbook with one crappy BGA GPU. When life gives you lemons you set up a lemonade stand and profit. Kudos.

 

I can't think of anything else, my decision stands that I will not own a refurb no matter the value. And since I can't find any buyer locally, all people here are too poor to buy such an expensive machine and most prefer desktop, I'll try NBR marketplace instead.

 

I bet you can do good here. I did good on the sale of both of my machines last month and one I sold last year. People feel safer buying from someone in the community with a strong reputation. Just be sure the buyer is a member in good standing. I would bet you would get more for it given it is factory recertified, like new, and still under warranty. Coming from HIDevolution potentially makes it easier to sell as well. People like buying from people with a trustworthy reputation. It takes away some of the fear of getting screwed.

 

Make sure the MSI / HID warranties are transferable, otherwise selling it without a warranty would be tough. It's also going to be rough selling an unknown quantity refurb, since you haven't used it and can't vouch for it's stability over time like most used laptop sales, you haven't used it enough to know.

Let's hope MSI / HID are able to get you what you want instead of something you'll need to spend time and hassle selling, only to need to turn around and buy a laptop you do want.

 

My thoughts exactly, and that's what HID offers normally - customer satisfaction through handling issues like this - protecting the customer from the details and stress, dealing with the details in the background to accomplish the customer need is SOP.

Let HID get the 4k model and deal with selling it to someone that want's it, and give @Midas Touch what he wants directly - given the value involved HID might even make a little something, keep a happy customer, and gain another happy customer along the way.

 

MSI offered a refurbish GT73VR that's got a 4K screen panel. They only offered that one particular model and it has to be 4K. That sucks!

 

This is BS!! Please... Eg buy a used AWbook. The seller say it work well... Pack up and see the temp fly to the sky.

@Midas Touch you got a good deal.

 

Gentleman, play nice or this will be thread locked. Have a nice day.

 

Thanks for getting rid of the unclean comments.

 

Man this is really bad, offering a refurbished system is not acceptable.

 

Some people disagree and insisted that I should just accept a refurb GT73VR-4K.

 

To speak generally on the topic, most people do not understand the "or market equivalent" language present in many contracts. There are times, for various reasons, that a replacement or the exact product requested cannot be sourced, whether through the market generally or due to it no longer being in production. At that point, this language allows for a replacement product. That does not necessarily mean stepping up to the newest product that was the model that replaced the prior model purchased for the item you purchased. It can, at times, mean a step down from a flagship, whose features or performance are equivalent to the product being replaced. This can vary by jurisdiction and is law and case dependent.

DISCLAIMER: THIS IS GENERAL LEGAL PRINCIPLES AND DOES NOT CONSTITUTE LEGAL ADVICE. THIS INFORMATION IS PRESENTED "AS IS" AND WITH ALL FAULTS. IF YOU NEED LEGAL ADVICE, PLEASE SEEK LEGAL ADVICE OF COUNSEL WITHIN YOUR JURISDICTION FOR AN EVALUATION OF YOUR RIGHTS AND CLAIMS. THIS IS NOT AN INTERPRETATION OF THE SITUATION OR FACTS RELATED TO THIS CASE. I HAVE NOT REVIEWED THIS THREAD, THE INFORMATION OF THE SITUATION, THE CONTRACTS OR WARRANTIES COVERING THE DISPUTE, OR ANY INFORMATION OTHER THAN THE SINGULAR POST TO WHICH I AM RESPONDING AND AM CLARIFYING A COMMON CONTRACTUAL PROVISION NOT MENTIONED IN THE POST TO WHICH I RESPOND, THE SPECIFIC LANGUAGE OF WHICH, AND THE INTERPRETATION THEREOF, MAY VARY BY JURISDICTION AND CAN POSSESS DIFFERENT LEGAL CONSEQUENCES IN THOSE VARIOUS JURISDICTIONS. THIS IS INFORMATIONAL, BUT DOES NOT EVALUATE THE RIGHTS OF INDIVIDUALS NOR THE COMPARATIVE NATURE OF LAWS IN VARIOUS JURISDICTIONS.

 

This is the industry norm. It is not bad. Saying it is bad and making a big deal about it only fans flames of emotion and creates unnecessary turmoil. It makes perfect sense and in no way leaves the original owner at a disadvantage that owns an end of life product. Many people don't like it, but it is what it is. The machine that needs to be replaced wasn't new, or almost new, and did not have all original parts. All machines... cars, computers, equipment... run on used parts unless they are shipped with defects from the factory that need to be addressed. In that case, replacing a new machine with another new machine, or offering a refund of the original purchase price, inclusive of taxes and shipping, is appropriate. In this case an upgrade is being offered. Any logic to suggest that what has been offered it is unacceptable is flawed.

I totally respect @Midas Touch for having an opinion that refurbished is unacceptable. He explained why and he is entitled to have an opinion on the matter. There is nothing wrong with him having an opinion and his opinion should do nothing to make us respect him any less than if he did not express that opinion. He may have had bad past experiences that influence his opinion. Nobody here is in a position to criticize his opinion. However, the opinions of individuals does nothing to create special obligations for those that are obliged to remedy the mistake that was made.

 

If a refurb is the only replacement then perhaps MSI should have at least let me choose a different model of my choice, at least a GT73VR with a 120Hz screen panel but they won't let me, what's up with that?

 

I do not know the answer to that. HIDevolution probably cannot answer that question. Only MSI could explain to us all what their logic is, but it is very unlikely that would happen. Big companies often do things that we do not understand or agree with. Some of us work for big companies that do those things. *Raised hand* Because they have presented a fair solution, perhaps they will not feel an obligation to explain their offer. Maybe someone from MSI would be willing to speak with you privately about it.

 

I've sent an email to MSI just now and hope I get a response soon.

 

Yeah don't go for it, usually refurb usually means that the system has a flaw and will need to get refurbished again at some point or similair. Refurb is never good unless you get refurbished by some guy like kenglish, who actually rather would use different parts to keep the system alive rather than buying the same part only for it to break again. So refurb is way to much of a gamble, I wouldn't want to have a refurbished system either, since chances are it will break soon again.

There are rare cases where someone just was unlucky, but it seems gambling to me at this point, which I understand you don't want to do.

 

It's not refurbished by McDonald's, it's refurbished by MSI! Meaning he will receive a perfect system as good as new. In addition to that, HIDevolution is going to do their internal quality checks and stress tests before it is shipped to the d00d as he mentioned a few posts earlier. So no, your idea of refurbished is totally flawed. You have no idea what you are talking about and just post these kinds of comments to stir the pot. don't think we don't see your sneaky posts here like you mentioned earlier when the OP himself stated that this was MSI's fault, you go "who knows it's MSI's fault, maybe it's HIDevolution"

 

It's obvious to me that people cannot be civil here. OP I apologize about locking your thread.