Poor service from MSI

I bought a new laptop from Tiger Direct in Toronto. Not being a pc Guru, somehow I got sold on a MSI GX 720 as it seemed to have a good reputation and hardware including Centrino 2, E-sata and more.
I do like this machine, and as it was advertised with a 2 year (Limited) warranty I was under the impression that the manufacturer would stand behind this product.

Now the plastic frame surrounding the screen has developed a crack and I was sure such simple and obvious material defect would be covered by the warranty, especially as the unit is less than one year old.

Needless to mention that Tiger Direct (the store I bought it from) were not interested or helpful in any way in this matter, so I contacted MSI headoffice to find out about what could be done about this.

To my surprise, I was told that such defect is not covered under warranty even if the unit was only a few days old. I never abused this pc, never taken it anyplace and just from closing the lid and opening it the crack developed, clearly a sign of material failure.

Never had any such problem with my previous 6 year old Toshiba. So, just beware if you buy any MSI product, cause their "Warranty" has absolutely NO value! Guess it is the first and last MSI product for me!

 

Well, I work for Tiger/CompUSA, and after the first 14/30 days we are (as so told by corporate), no longer responsible for the product at all. We are to instead point you to go to the manufacturer, since it is their product to stand behind after all.

Now, I have talked on this site about how bad MSI really is, and how good HP, Dell and the other brands that people seem to bash at really are (reminds me of politics and people blaming our current president for everything from the spill to yesterday's car accident). In your case though I would find a way to get a response from corporate, instead of one from a script read to you by an outsourced call center worker in India. Maybe an email would do the trick.

 

Thanks for your reply! I DID sent an email, including a pic of the crack to the MSI headoffice, but all I got back from them was the following message and to contact a Toll-free number (888-447-6564)

Dear Sir/Madam,
Thank you for supporting MSI products. As to the issue/inquiry you posted in MSI Online Customer Service System, our technical support team has given you some advice/solution. Please access the following link and get the reply.
URL: MSI Online Customer Service
Best regards,
MSI Online Technical Support Team

And when I called that number (somewhere in california) I was told that problems like that just don't happen, and it is not covered under warranty. Sure does not say much about MSI Service.

 

Well MSI is wrong in this case, because they did use bad plastic, no other notebook I've had in the past 10 years has had any plastic crack from normal use.

While the plastic around the screen of my GT627 seems to be made of eggshells.

But if you want to talk about toshiba, here is the thread for you:
http://forum.notebookreview.com/toshiba/544036-do-not-buy-toshiba-laptop-story-included.html

 

That sure is a horror story about Toshiba, but as mentioned by others it can happen to even the best I guess. I have been extremely happy with my older Toshiba A-40 and it still works ok, just too slow now compared to new models. As I never had any issues, I can not comment on their service.
I guess any Warranty is only good until past the cash register, then one is on their own!

 

Ha! The laptop has a design/manufacturing error and MSI says it's not covered by warranty. What a joke! You'd win 100% sure in a courtroom.

 

You may be right, but I could not be bothered to waste my time with this company, just wanted to spread the message about their poor service (or better to say - NO SERVICE)!
I have attached an image for anyone interested to see.

 

Have you bothered to read what the 2 year warranty they offer actually covers?

You would be surprised by how limited most warranties are, from all brands and most products.

It sucks when such defects come out. I have seen similar issues with some Asus, Dells and Toshibas, varying degrees. Worst case was with Toshiba....... horrible experience.

 

Service in the U.K seems to be completely different, I've got the same issue but much worse than that photo. It cracked to the point that you couldn't close the screen without the hinge coming undone. Msi are covering it under the warranty and the 2 years is nearly up.