ComplaintsforMSI Computer Corp

• Initial Complaint

  08/26/2024

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  Under my warranty with MSI I was looking to get a motherboard replacement. They cost me money to send my motherboard to them just to turn around and ship it right back. There is lack of communication as I wasn't even given a report of what was found and fixed if anything. The motherboard still has the issues I originally talked with them about. And I clearly stated I wanted a replacement board. I didn't care if it was refurbished as long as it was tested and working i would accept it. I had to keep creating tickets because they didn't update their notes properly. And over all I'm dissatisfied as the purpose of a warranty is to get a working product if the original isn't working as intended. I'm escalating this to get a motherboard replacement under warranty.

• Initial Complaint

  08/20/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I purchased an MSI Spatium 480 Pro 2TB ssd directly from MSI on 4/7/2024. It developed problems. Contacted MSI about it and MSI support directed me to send it back for ************ I sent it on 7/18 with ***** MSI received it on 7/22. See **** tracking below.No response from MSI for a month, I contacted MSI support again about the status. They claimed they didn't receive the item, but tracking history clearly shows they received it. I asked the original back or a replacement and they refused. They just simply lost it, and now I'm out of $119.99. Here is the tracking history: Delivered Delivered, Left with Individual ************************* July 22, 2024, 2:14 pm Arrived at **************************** July 22, 2024, 8:54 am Arrived at ****************************** July 20, 2024, 4:22 pm Departed **** Regional Facility CITY OF INDUSTRY CA DISTRIBUTION CENTER July 20, 2024, 4:00 pm Arrived at **** Regional Facility CITY OF INDUSTRY CA DISTRIBUTION CENTER July 20, 2024, 8:17 am Departed **** Regional Facility *********** CA DISTRIBUTION CENTER July 20, 2024, 6:26 am Arrived at ********************** *********** CA DISTRIBUTION CENTER July 20, 2024, 6:18 am In Transit to Next Facility July 20, 2024, 3:49 am In Transit to Next Facility July 19, 2024, 10:08 pm In Transit to Next Facility July 19, 2024, 6:30 pm Departed **** Regional Facility MEDFORD OR DISTRIBUTION CENTER July 19, 2024, 1:17 pm Arrived at **** Regional Facility MEDFORD OR DISTRIBUTION CENTER July 19, 2024, 1:16 pm Departed **** Regional Facility ****** OR DISTRIBUTION CENTER July 19, 2024, 9:34 am Arrived at **** Regional Facility ****** OR DISTRIBUTION CENTER July 19, 2024, 9:23 am Departed **** Facility ********, ** ***** July 19, 2024, 6:58 am Arrived at **** Origin Facility ********, ** ***** July 19, 2024, 1:23 am ******************** *************** July 18, 2024, 5:09 pm **** in possession of item CAMAS, WA ***** July 18, 2024, 8:47 am

  Business response

  08/29/2024

  Contacted customer and discussed case got updated tracking info was attached was not correct. Did check wiht service center and were able to locate RMA so will process and ship out early next week and customer will get a system email with tracking info once ships.

  Thank you,

  Customer response

  09/03/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  08/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On August 9, 2021, I purchased an MSI monitor from Best Buy for $290.57. Just three years after purchase, the monitor suddenly began to display faint horizontal lines, one line every eighth inch all the way up the screen, making it unusable.Details:Date of Transaction: August 9, 2021 Amount Paid: $290.57 after tax Business Commitment: MSI committed to providing a high-quality, durable monitor. The product came with a 2-year warranty, which I understand has expired. However, I believe the monitor should have lasted longer than just three years before encountering such a significant issue, especially given that it has been well-maintained and looks brand new.Nature of the Dispute: Despite being a loyal MSI customer, I am deeply disappointed with the quality of this product. When I contacted MSI about the issue, they only offered basic troubleshooting suggestions such as try a different cord and try a different computer or game console. After these steps failed to resolve the issue, they simply suggested that I replace the monitor with another MSI product, which is not an acceptable solution given the circumstances. I believe this monitor is defective and should be addressed by MSI, even though the warranty has expired.Business Response: Direct quote from MSI customer support: Sorry to hear this, please replace it with another MSI monitor. MSI has not provided any meaningful resolution and has simply stated that the product is out of warranty, suggesting that I purchase another MSI monitor.Desired Outcome:I am seeking a more appropriate resolution from MSI, such as a repair, replacement, or partial refund for the faulty product. I believe that a product of this cost should not fail so soon after the warranty period, and I am disappointed that MSI has not taken more responsibility for this issue.

  Business response

  08/28/2024

  We stand by our warranty and we are sorry to hear what has happened with the Monitor and the issue that occurred after the warranty had expired. Unfortunately, we will not be able to do anything about this if the monitor is outside the warranty.

  Thank you,

• Initial Complaint

  07/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The motherboard make by this company is broken and I have ship it back for repair. The company start work on the motherboard and send me a message told me they could not fix it due to damage. The image sent to me showing they already remove screws on the motherboard to open the *** enclosure so they already start working on it before prove any damage and I think this damage is done by the company and require a replacement.

  Business response

  07/29/2024

  Contacted customer last Friday 7/26 via a phone call and had to leave message customer did return my call today Monday 7/29 and discussed case. Informed customer that *** package was received with intransit damage and so is what caused the MB damaged. But did inform the customer that we would go ahead and help and allow for the *** to proceed and have the MB replaced and shipped out this week sometime. This was a satisfactory resolution for the customer and did accept.

  Thank you,

• Initial Complaint

  07/16/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Almost a $2000 laptop that is completely dead and they refuse to help because I am 4 days over the 1 year warranty. To me that says they bake flaws in on purpose so the computer fails shortly after the warranty expires. I just want my computer fixed.

  Business response

  07/18/2024

  Contacted customer and discussed case he informed me that had called in and was able to get with one of our phone agents and we did provide and RMA for the laptop to come in for repair service in warranty. The laptop was within a 30day grace ****** we have and so was no problem. Phone were down for almost 2 days this and prevented earlier resolution. 

  Thank you,

   

  Customer response

  07/18/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I really do appreciate them reaching out by phone and getting the whole misunderstanding straightened out. Look forward to having my PC back and getting back to gaming because I loved the laptop! 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  06/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought this laptop in 2020 from ****** for $2,412.Within the first year, I experienced freezes and crashes. Since then, I have done at least 5, maybe 6, ***s, often with the *** coming back without any repair or diagnoses. The repairs have cost me well over $3,000 over the years.This last time, I sent in my laptop to me repaired out of warranty, because the liquid metal thermal solution I used on the *** and *** die galvanized into the copper heatsink and the *** would not work properly.I sent in my laptop, after paying $105.48 for shipping and insurance. I was told the cost of the repair, which would consist of replacements.After about ten days, I received my laptop. I noticed it was dirty, full of fingerprints, and cracked housings.I boot it up and start using it and the laptop is running really, really hot. I was getting 91 and 92C on boot. Upon gaming, I was getting really high temperatures and really bad thermal throttling. Something was very wrong.I inquired about what repairs were done and they told me they replaced the thermal module and the motherboard.When I opened up the laptop myself, I found stripped and broken screws, the battery was not seated and screwed in, and neither the motherboard nor the heatsink had been replaced.All they did was put new thermal paste and **** the heatsink to remove the galvanized liquid metal, and did a **** poor job of it, too.I can tell because all of the old stains and marks are still present on the *** and *** die, as well as the heatsink, as well, the conformal silicone liquid I had used.So they lied to me and charged me $1156. And when I told them this, the techs told me I can send it back but there is no guarantee they will find anything wrong.Not only is this extremely scummy and immoral, but it's also illegal.If I am not refunded the cost of shipping and repairs, as well as a brand new replacement laptop worth the cost of laptop new and repairs over the four years, expect legal action.

  Business response

  07/05/2024

  Did receive a call back from the customer after having left a message. We did discuss the case and he did confirm that we have refunded the out of warranty charges for the last RMA in full. He was informed by a representative of MSI that was in contact with that we do not have the part needed (motherboard) to make the repair as requested. Unfortunately due to the laptop being a little over 4 years outside the warranty makes it harder to service. Did let know that will do one last check if we can get the MB at all and follow up with him. If we can get the MB we will have it come in and replace the MB no problem at no charge whatsoever.

  Thank you,

  Customer response

  07/05/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  05/09/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Date of transaction : 3/29/2022 Price: $563.48 # ********* The warranty is a 3 year warranty and I don't want to be scammed by this company. I have provided the invoice number. I want a replacement, or I want a refund. End of story.

  Business response

  05/21/2024

  Have made 3 attempt to contact so that can discuss the case and look to resolve but only get voice mail and unable to leave a message according to message. Have sent an email so hoping that will be able to get discussion start so can  get case resolved.

  Thank you,

• Initial Complaint

  05/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased an MSi from NEWEGG.com on 02/23/2024 that had a promotion for a $200 rebate. On 03/02/2024 I submitted the rebate form to MSi and received confirmation and the following inofrmation to track the rebate: Personal Tracking ID: ******** Rebate Offer: ***** - 2024 Notebook SS MSI Promotion - NEGG On 04/08/2024, I contacted MSi to track the status of my rebate. I was told the rebate had been approved and that it was be sent out and that the process usually takes 8-10 weeks. It has now been 10 weeks and today, 05/06/2024, I called MSi again to check the status of the rebate. I was told again it had been approved and the rebate should be sent in another 2 weeks. If the rebate had already been approved 4 weeks ago, why is it taking so long to be sent to me? 12 weeks for a $200 rebate seems outrageous, but I am concerned that the date will be changed again after the new deadline has been reached.

  Business response

  05/22/2024

  Tried contacting the customer twice and left 2 message with direct contact information so can discuss case. On the last message left an update that got from our 3rd party rebate center stating that they had mailed out the rebate card in the first week of May. Was informed that if confirm customer has not received the rebate card they can cancel the other and send out replacement. Will await to hear back from customer and also will reach out again in a few days.

  Thank you,

• Initial Complaint

  04/10/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  Today (4-10-2024) MSI started a Lucky deals promotion that falsely advertised a Cubi 5 10M-693US computer for $99.99. After reaching out to support about the product price changing when added to the cart ($299.99) I was told that there was a pricing error on there end and that the website had been updated with the correct price. Currently at this time the website still does not clearly state how the store credit coupon is supposed to work, nor if there is a limit to how many of this item can be purchased. The ad was initially seen on discord on the ***************** server. The webpage for the deal is *********************************** I would simply like the option to be able to purchase the item at its advertised price.links to the pictures attached below:*************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************

• Initial Complaint

  03/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  i sent in my laptop (SN K2112N0125650) for a warranty repair (RMA# NRW24013544)when I was packing the laptop, I did an INTACT "FACTORY SEAL" sticker on the enclosure bottom which covered one of the s**** holes.However, after the laptop was received by the *** service ***** they told there is CID and the sticker was already broken.I have no other way but to take the laptop back UNREPAIRED.When I got the laptop back, I found the SAME ORIGINAL "FACTORY SEAL" sticker is still on the enclosure bottom (exactly same in shape, position, color, s**** hole covered and even the worn corner of the seal).I strongly believe that there is something wrong and tricky here with the declined service.If my laptop is UNREPAIRED, why the VERY ORIGINAL sticker is still there INTACT.

  Business response

  03/21/2024

  Contacted the customer and did discuss case and after did provide resolution that customer did accept. Released RMA and provided return label and will have all repairs covered IW and then fully tested and shipped back. Customer did accept and RMA and return label has been released and service center informed to make repairs, test and ship back.

  Thank you,

  Customer response

  03/21/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩