Watch before you buy msi

Some has heard MSI doesnt honor their warratny policy, I've also read some NotebookReview posts saying MSI has declined various RMA requests in recent yrs. Now My experience would you that the truth is more interesting than mentioned above. Worse still, I'm just one of 17 victims I heard in my community.

Long story short, when I called, MSI CS agent told me:

1, your 6 month warranty expired---actually it is 12 month;

2, after I told him purchase date is 4 month ago, he lied that he didnt remember correctly just now, warranty is actually 3 months and

3, you have to buy a new one.

My MSI GT75 laptop cant be charged in 4 months. I submitted RMA online and got a case number, the feedback from MSI also asked me to call their RMA department to move forward. Called them, and totally shocked by the low quality customer service, maybe I shoud say lowest quality i have ever experienced.

When I clearly told the CS agent that I had case number and it would be much easier for them to reach details, he said, take it back, we need your SN.

After he got the product sn, he told me that the warranty for AC adapter is expired and I have to buy a new one. "Warranty vaild for 6 months, "That was told by him.

1st, MSI official web says warranty for laptop battery adapter is 12 months: https://www.msi.com/page/warranty And I was reading it while I talked to him. I am not sure who authorized him to inteprept the policy as he wishs. 2nd, and more ridiculous , when I said my purchase was less than 6 months and invoice had been submitted, he said: the warranty is actually 3 or 4 month, I dont remember correctly. What a poor liar!

After I pointed out flaws in his lie, he instead asked me: how do you confirm that the issue comes from the power cord and adapter? How? I clearly told you I had submitted RMA request on line and was assigned a case number, every detail is included in my reqeust, why did you ask me to take it back?

Now, working out a solution w/ BBB. I hope my experience would help potential buyers.

 

I like their products and so far I've never needed service for any of them, but I won't buy directly from them. I bought my MSI video card from Newegg, my PC motherboard from Amazon, and my gaming laptop from XoticPC (they add their own warranty on their services plus help customers who need RMA with MSI get direct help from XoticPC, and they have lifetime customer service and help.) I won't go to Best Buy or other retail stores for their products u less they offer a replacement warranty. I hope you get some help from the BBB. I have actually used them before and was surprised that it actually helped my situation.

Sent from my SM-N950U using Tapatalk

 

Where did you buy it from and what MSI branch are you dealing with? it sounds way too suspisous from MSI to dismiss you downright like that, particularly from a recent purchase. Don't give up because the warranty indeed is not 3-4 months. What store did you purchase from? Was/is the issue that your AC adapter died?

Personally, as Bobbert9 said, I also recommend going through resellers to avoid hassles of going directly with any manufacturer. That being said, I have dealt with MSI before directly and I didn't experience anything wrong or different. But we all have different experiences and thus I can't comment much on yours except being surprised by it.

Hopefully MSI reps can read your case here and you can keep trying.

 

Thx. Got it from newegg and this is the 2nd one I have, the 1st one is a DOA.
I think retailers only take responsibility for the product in 30 days, after that you gonna contact manufacturers yourself. Am I right?

 

Yes correct. Sometimes you can purchase extended warranties from retailers, though. A laptop or PC could take a lot longer than that to develop issues but at least with 30 day return windows you are covered with DOAs.

Sent from my SM-N950U using Tapatalk

 

Be sure to register your system because MSI will honor warranty based on your purchase date, if you did not register then they will go by serial number.
Their warranty has been the same for the past many years, please refer to the warranty page https://us.msi.com/page/warranty.

System warranty has 12-month warranty.
AC adapter has 6-month warranty.
Batter has 12-month warranty.

 

Thx, I registered the product very early and submitted the invoice.

 

We offer refund/exchange for 30 days, but typical reseller support don't end there, in most cases you can (and should) still contact your reseller instead of the manufacturer first when you need service. Also, resellers who customize systems have a parallel warranty for the parts they installed.