MSI big disapointment warranty is worthless

For all you who have MSI gaming laptops or any other I strongly urge you not to buy these products any longer. Here is the reason. I have a GT60 gaming Notebook, which I bought 10 months ago. The W key broke off after7 or 8 months of playing on the backlit keyboard which is understandable. About a week ago as I was traveling through the Middle East and Europe I notice my computer was not charging. I also noticed if I applied a little pressure on to the power connection it would start charging. as I was working on something important and needed to finish I kept applying pressure to the connection. It started to smoke. so I shut the computer down and had to wait about a week to get it to the repair shop in Korea. I took it to MSI Korea and the immediately took my notebook into the back a few minutes later they came out and said I had broke the connection on the motherboard and they would not fix it under warranty. I said BS to this as I have a AAA 1 year warranty that has 2 or 3 months to go. they still refused stating that if I had brought the computer in when it had stop charging it would have been an easy fix. Well again I called BS if this is something that happens all the time and is such an easy fix then MSI should have not sold this this way or they should honor their warranty and replace the motherboard free of charge. They still refused. I told them to contact MSI headquarters and get me someone to verify that this is the way they do business. They refused and said they didn't have any numbers. In short I had to pay $400.00 US to replace the motherboard, because in MSI Korea minds I should have forgot about what I was working on late at night while I was traveling and took it immediately to an MSI repair shop ... Really really WTH. OK lastly I picked up my laptop and as I'm very busy guy I didn't have time to actually check out the computer, BIG MISTAKE computer was working but half of the screws that hold it together were missing. Also they tried to make me feel good by telling me they replaced the W key for free LMAO... Buy ASUS I've had 3 and any problems they will fix for free or replace with new laptop.. Not going buy MSI ever again, neither should anyone else.. ASUS also changed my gaming laptop keyboard 3 times free of charge the whole keyboard not just a letter key..

 

You have to change only POWER JACK . To fix it you don`t need more than 100$ if msi local ERC can`t help you. If they replaced your mainboard so where is the old one ? I would like to buy old one from you .

 

The accidental coverage is only local I believe with the 1 year international being standard. Feel free to check the terms that came with the machine and raise any issues with the region you got it from. Take pictures of the missing screws and explain the situation.

 

Anything that's physically damaged is considered misuse by MSI, thus they charged you for those issues even if the system was still under warranty.
Also, since you were traveling, did you run out of your 1-year global warranty? If you did, then they will charge you no matter what type of repair it is. However, physical damages are still not covered.
In the US, they have ADC (Accidental) warranty which can cover any types of damages free of charge, but it must be done within the US.

 

You guys all make good points, but my point is that Asus would have done this for free. Once the DC jack is not working properly to me this is broke. I have never had this problem with any other laptop. MSI has to understand that things fail this is why they have a service department. This should all be covered under warranty due to product fail. The broken key should also not be an issue as this is a mobile gaming device and should have never been designed with a frail backlit keyboard.

To you Kevin there was no accidental damage the product failed which caused me to try to correct it at the time and cause more damage. This accidental warranty crap is another way for MSI to get your $$$ out of your pocket. If they stood behind there product as Asus does they would get more of my business and $$$ without some stupid gimmick.

Majster I will check with them when I go back to get the screws replaced and see if they still have my mainboard and let you know.

Happy Holidays all

 

MSI in Europe repairs power jacks on Warranty ! It is a faulty part as always in all 16f1,16f2,16f3,16f4. Maybe yours ac jack was damaged by user ?
I can tell you more if they charged you 400$ = new mainboard you have right to get back your damaged mainboard.
Merry Christmas .

 

All physical damage like that falls under accidental damage.

 

I'm shocked at how many people are coming to MSI's defense on this issue. I can only speak to the op post but it sounds like the laptop had a defect that should have been covered under warranty. I don't know about the rest of you but most of us aren't rich enough to have a "hot spare" laptop sitting around and when something breaks we have to do the best we can to get our jobs etc done. I've had similar situation with a dell laptop where dell had no problem replacing the defective part. This disturbs me since I just ordered a new MSI. I expected I would get a actual warranty with my new laptop. I'm guess I get to look forward to doing my own service repairs until can replace the new laptop. Thanks for the heads up OP.
-Rick

 

It was physical damage which is outside the international warranty terms. If he had the machine serviced locally he would have been covered. It's simply the warranty he had.

 

I'm not going to go back and forth on this lol, I'm just glad I have the heads up to save for a second laptop for when I'm doing my own service in the future. As I won't be paying MSI to perform warranty work. Happy holidays everyone!
-Rick

 

Ok I wasn't going to say anymore but, I can see you guys that are notebook retailers are obviously in business with MSI. It is also very plain as MSI your not listening to the consumer of your products. You guys keep speaking of misuse and physical damage. first off its not misuse when you are just simply plugging your computer in. Do you guys seriously think I took the power cord on a $2000. dollar computer and jammed it in or stuck something in the socket to try and break it. Do you think I'm lying that the socket failed, does no one give the consumer the benefit of the doubt. As I said the product failed it didn't make it even one year, Therefore warranty or not MSI should have fixed this as it was a cheaply manufactured piece of crap. Also as I said before in my experience with ASUS they have always stood behind there product and have even replaced one of the business laptops that I owned free of charge, so therefor I know where my loyalty now lies. You guys can keep standing up for MSI all you want, but me I will stand with ASUS from now on until they prove me otherwise.

 

Update. went back to MSI service center to get screws put back in, but now 4 days later my wireless button is not working and AC/DC jack has problems again. Wow this is really starting to suck big time. MSI no more I tell you

 

If you are from the US, and bought the laptop in the US, then simply return it to a US service center, or call the US service center. Complaining on here about MSI warranty service outside of the US isn't going to do you any good. Foreign countries don't have the same warranty support that we get in the United States. If you think Dell/Alienware are much better, then you might want to head over to the Alienware forums to read some of those horror stories about their support.

While I haven't had to use MSI warranty support, and I've owned 3 MSI laptops over the last 4 years, I hope that they would fix whatever issues I am having as long as I am under warranty.

Asus does make some good laptops as well, but they are generally higher priced, more locked down, and definitely not user upgradable. Especially with their newest G series that has a soldered CPU.

 

Yes I have heard about Dell and Alienware, That's why I'm not buying them either as far as where I bought the computer and where my warranty is from it should make zero difference, because I'm not in the US. If their product fails it fails and they should fix it regardless. I will pay the higher price for ASUS and the peace of mind that it will be fixed if it fails. which in the end makes it cost less.

 

The AC plug usually fails after a drop or mishandling, it's not going to break usually from general use, if you want to dispute that then it's between you and MSI.

As stated in the US you would have no issues since it's covered under accidental too.

It all comes down to the warranty you bought.

 

The way they stick out (DC plug) it can be an accident waiting to happen (not just MSI laptops). Be nice if the connector fitted in flush with the laptop so there's nothing sticking out except the cable.

 

Part of the problem is that the bricks are all standard and made by a 3rd party.

 

No laptops can sustain that type of accidents, except Apple's.
Gotta love their design which can never break, however it may have some weakness, and is most likely patented.

 

Trouble is buddy it did break after general use and the techs at MSI said it happens a lot. it's a gaming laptop not a desktop, therefor it a mobile device so if they did not construct it properly to withstand normal plug and play action it's then a poorly designed piece of equipment and should be recalled. thank god they don't design motor vehicles. With that said you are all missing the point and that is they don't have good service, but you don't have to believe me just check their ratings online, which I wish I had done. Again I'm sticking with ASUS and the excellent service I get.

 

I bought an MSi GT60-2OD back in Sept 2013. The GPU broke down somehow and started giving me VIDEO_TDR_FAILUREanytime it went past 60 degrees. Thankfully I ordered the laptop through GenTechPC and Ken immediately sent an RMA for it. Unfortunately it took 2 business days for MSi to open an RMA and another 2 business days to send me a shipping label. By the time I sent it for RMA, the laptop was disabled for almost 2 weeks. MSi in Vancouver Canada said it would take around 3-4 weeks for notebook repairs and mine took FIVE weeks.

I dropped $2700 CAD on this thing and 8 weeks after placing my order, they managed to send the repaired laptop back to me. They had replaced the entire motherboard and GPU but for some bizarre reason, took my custom Intel Wireless AC-7260 adapter out and forgot to add the screws back onto the bottom panel, which showed incredible incompetence on their part (they managed to ship those parts to me separately a week later.......).

The error was still there. I still couldn't run any games past 3 minutes because of the VIDEO_TDR_FAILURE BSOD shutting my computer down past a certain temp. Not only that but the GPU temp monitor was completely ed at this point (it went from negative 70 to over 100 celsius and back to negative 70 in a matter of seconds).

I complained to Ken once more about this error and he probably did some screaming at MSi. In a matter of minutes, my second RMA and shipping label had arrived with 4 new computer games (one physical copy of Battlefield 4 courtesy of GenTech) as an apology for the inconvenience. The games were great but by this time, I was laughing/crying at the irony that they've given me 4 AAA title games that I had no hope of running on my old laptop (2008 Toshiba Satellite).

The second RMA was sent at the start of December and this time MSi brought my laptop to the Toronto facility where they also gave me a supervisor that specifically focused on my notebook. I was able to e-mail this person and receive a reply within a couple of hours and he provided me with constant updates. Unfortunately they were unable to find what was causing the problem. As a result, they decided to replace my unit with a new, albeit refurbished, model. Due to the holiday season, the replacement shipping from Taiwan took another two weeks to arrive in Toronto where they could re-fit all my custom parts I had ordered.

I finally received a perfectly working model of MSi GT60-2OD in the first week of Jan 2014, almost 4 months after placing my order at GenTech. I paid exactly $0.00 for all and every service GenTechPC and MSi had offered me and even received $150 worth of free games.

I'm going to be honest here, I'd rather have had a working laptop instead of the free games and the service provided by MSi was pretty slow. But they came through in the end and ordering it from an authorized reseller definitely helps with the warranty process (especially GenTech whom I am extremely grateful).

 

That's a crazy story, but it seems if I had bought my laptop at Gentech I would have had someone in my corner to fight with MSI to get the right service.

It also seems to me I was right about their service and how bad it is, but I guess if you have Gentech involvement you can get justice.

good on you Gentech

 

It's interesting that you say that. I have a MacBook now. I'm waiting on delivery of my GT60 today. Going to sell the MacBook. Anyway, the magnetic power connector is pretty cool. However, it pops out kind of easily. If you pull it straight away from the laptop it's very strong, but if you "flip" it up or down it just falls off. I used my laptop one night until it was pretty low on battery and left it plugged in to charge while I was sleeping. I guess it must have been resting against something that was pressing on it a bit and there must have been a little gap but the magnets were strong enough to hold it up there pretty close. I woke up to a semi-scorched connector and some black char inside the connector on the laptop.

I took it down to the Apple store and they replaced the power board inside the laptop and handed me a new charger. I had to wait a couple of days because they didn't have that charger in stock. No questions asked. Just a big smile and thanks and I was out the door. If they made one of these with a GTX 770m or better, I would keep it. They don't so I'm going to give the MSI a go. I can't wait until the FedEx truck arrives! It's going to be a long, anxious day.

 

They just need proper handling and they last a long time.

 

A lot of stuff can last long when they are reasonably used and maintained.

 

Yep. I really thought I would like the MagSafe connector on a MacBook. My only complaint about it was that if you used the laptop on your lap while plugged in, it fell out pretty easily if you moved around. It's a great idea, though. The original MagSafe was the bomb. The MagSafe 2 is not as good because the connection end is kind of wide and any up or down pressure pops it right off. The MagSafe was very stubby and hugged the side of the laptop. Two things on a MacBook that every laptop should have... the touchpad and the MagSafe connector! I'm not trading my horsepower for a nice touchpad, though.

 

That's the advantage of having a reseller on your side