Complaints

This profile includes complaints for MSI Computer Corp's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  MSI Computer Corp

  901 Canada Ct City of Industry, CA 91748-1136

• 

  MSI Computer Corp

  170 4611 Viking Way Richmond, BC V6V 2K9

• 

  MSI Computer (Canada) Corp

  13 - 120 West Beaver Creek Rd. Richmond Hill, ON L4B 1L2

• 

  MSI Computer (Canada) Corp

  371 Alden Rd Markham, ON L3R 3L4

• 

  MSI Computer (Canada) Corp

  2 - 30 Sheilds Crt. Markham, ON L3R 9T5

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/11/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Communicating with this business is strictly through email. And they never reply. Ive asked multiple times for a return and it took almost a whole month to get a reply with the label and RMA number for return ************** of purchase: 12/11/2024 Received date: 01/13/2025 Return requested: 01/13/2025 Label received: 02/03/2025 Package returned /delivered : 02/12/2025 *********** on going disputes that have been still going and should have been resolved since they received the product back. And have not been refunded. I messaged them twice between two business weeks and have not heard a reply.

  Business Response

  Date: 03/18/2025

  We have reached out to the customer was unable to speak directly but left a message with a complete update for the case and direct contact information. We have received the product back and did initially get a kick back when issued the refund. But we have as of today refunded the customers ****** account for the purchase. Did provide the Refund ID: ***************** so this should close the case and we do apologize for the time and inconvenience it has taken and caused.

  Regards,

  Customer Answer

  Date: 03/20/2025

   
  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

  Date:02/22/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a monitor via ****** from MSI which had a dead pixel in the center of the screen. Attempted to return the item but it was past the 30 day return window. Contacted MSI via support ticket CSD#******* where I was instructed MSI would need a minimum of 5 pixels before they would refund/replace an item.This is absurd. I purchased a working monitor, not one with a broken pixel. This policy clearly violates the good faith I had in the product and is clearly in violation of state and federal commerce laws. If *** would like to avoid a small claims case, perhaps a resolution satisfactory to all parties can be reached.

  Business Response

  Date: 03/17/2025

  We missed this complaint did try calling and got no answer and could not leave a message. So will respond to the complaint and hope to get a response from the customer in order to contact and follow up with the complaint and look to resolve.

  Thank you

  Customer Answer

  Date: 03/22/2025

   
  Complaint: 22977313
  
  I am rejecting this response because:

  Merchant provided no contact information to resolve the issue.

  I received no email, call, text or other contact in attempt to resolve the issue.

  Merchant, please include contact information.

  Sincerely,
  
  *********** *****

  Business Response

  Date: 04/04/2025

  Have made contact with our customer Mr. ***** and after some discussion and wanting to resolve this for *********** we have released an *** and also provided a return label so that we will cover the shipping. And we will go ahead and repair or replace the monitor and be sure to process the *** express for a quick TAT. We are sorry a complaint had to be made in order to resolve this main issue but do appreciate Christophers patients and understanding in working with us to resolve.

  Thank you,

• Initial Complaint

  Date:02/01/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a GE76 Raider 11UE-046 with a broken graphics card and a broken hinge. The hinge's design isn't made to support the weight of the laptop, meaning if it is picked up by the display or hinge, it will break. It's a minor issue, but an issue nonetheless. The card misreads its power consumption as 752 *****, causing it to permanently throttle its core clock to 210, making it unusable for gaming. I've contacted *** and ****** separately to determine the cause and find a solution, but neither has provided one. Not only did *** customer support fail to find a solution, but they also ended up ghosting me and ignoring my questions on two separate occasions. I provided all the information they asked for and followed their instructions exactly, only to be ignored afterward. This issue couldn't be fixed by warranty because the issue went unnoticed for too long however, this does not mean the issue occurred near or after the warranty's end; it simply means it was never found due to the laptop's hybrid mode, which used the CPU's integrated graphics over the dedicated graphics card. The fix was never for me to "enable performance mode," "ensure integrated graphics are disabled," "make sure the laptop is plugged in," "ensure third-party apps are deleted," "ensure Windows is freshly installed," or "ensure Windows is updated." It is and always will be a hardware defect since no software can convince the hardware that it is consuming 752 ***** when the power brick itself is only rated for 240 *****, and the *** is only rated for 130 on boost. If this were a software issue, it would have been fixed upon the first ****** update or the first OS clean install. After I provided them with every parameter, they assumed incompetence and told me to plug in the charger, then to turn on performance mode. Neither of those solutions addresses the software believing it is consuming 752 *****, wasting my time and the potential warranty time.

• Initial Complaint

  Date:01/21/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a a 49" inch gaming monitor (MPG 491CQPX QD-OLED240Hz Curved Gaming Monitor) on December 16th, 2024 from the *** online US Store (see attached order). The monitor was supposed to have been delivered by ***** on December 19th, 2024, however ***** lost the package. I have contacted both ***** and ***. Most recently I contacted *** and asked them to file a claim with *****, which they did (Claim #: C-175708733) . ***** responded has indicated the package cannot be located and they have closed their investigation (see attached letter from *****). I have been trying for over 2+ weeks to get someone from *** to contact me regarding either a refund or shipping me a new monitor. I have been unsuccessful in getting anyone to contact me. I have reached out multiple times (at least once a day) to their customer support, and still have not received any follow-up on my missing item or a refund. They appear to have gone dark in communicating. They also have NO phone number for their US Store team, all contact is via email. This makes it very difficult to try and get a hold of someone.

  Business Response

  Date: 02/05/2025

  Did contact the customer btu had to leave a message on is voicemail. Did provide update that lost package has been resolved and that the US Store will refund the customer of the purchase price of the monitor. That is in process and as of last check been processed. Did leave direct contact info if wanted to discuss but to look for that refund.

  Thank you,

  Customer Answer

  Date: 02/09/2025

   
  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

  Date:01/11/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an Aegis RS2 AI C2NUE7-1075US Gaming computer which was ordered on 12/08/2024 for $1999.99. The computer was advertised on their website as having an Ultra i9 CPU. When it arrived and after setup I noticed it had an Ultra i7 CPU and not an i9. The only means of contacting *** US Sales is via email. Numerous emails sent with no response. I contacted their tech-support via telephone and created a service ticket. I was informed they were separate from sales and I had to go through sales. They advised they would forward the matter on my behalf as well. On tech representative confirmed it showed the i9 Ultra, but that was an error and it should've said i7 Ultra. The error was later changed on their website to reflect the Ultra i7 instead of the Ultra i9. I also can no long send replies to my service web ticket, and no one from *** has contacted me. They have my email and two telephone numbers. Thus was an error on ***'s behalf and they should try to help reach an adequate solution.

• Initial Complaint

  Date:01/10/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 4080 Super with the promotion of Indiana *****. I was never sent a code as the customer support tech claimed and my promotion does not include the promised game as an option. First I was told that a code was emailed and that was proven false. Then I was told it was a promotion, I explained even my proof of purchase picture has the Indiana ***** highlighted. Then I was told there were no codes because it was a limited time promotion.MANUFACTURER PART: GeForce RTX 4080 SUPER 16G VENTUS 3X OC Save an Instant 10% on a PSU with Your VGA Purchase: VGA Only / Without Bundle $0.00 ****** GeForce Bundle | $69 Value | Indiana ***** and the Great Circle: Indiana ***** and the Great Circle $0.00 QTY: 1 STATUS: Delivered Part of my product (the physical card) has been delivered but I've yet to receive my game. I've been told 3 different things, the last being "they are out of codes" as though that's saying sorry. I would like my game. I had to wait over 3 weeks because the card took way longer than promised delivery and that's bad enough but now I have no game that was promised as well?Attached is the picture showing my promotion and details of the purchase and the other is my "Eligible Promotion" page that doesn't even have a game listed on it. The store tried to make it seem like I just didn't understand how to find it while chatting online but this is not the case. I want my game, do I really need to go to these lengths to get something I paid for?

  Business Response

  Date: 01/20/2025

  Contacted customer to check and see if he had received the code one had been issued, Did acknowledge had received the code and stated would update the complaint to that fact.

  Thank you,

  Customer Answer

  Date: 01/21/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, i have recieved my code and it works.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:01/07/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My **** a 3060ti Vectus x3 started crashing on every direct X 12 ******** diagnose what was causing the issue I did a driver rollback Ram Test CPU test reinstall of windows, drivers and 3 games (fortnite, Call of duty Black ops 6, Rise of the Tomb Raider)and it still crashed.Swapped my gpu with my girlfriends GPU of the same make and model and there were no crashes.Card has not been overclocked or modified, and has been kept clean. Warranty stickers still intact.Contacted *** on Dec 10th, and mailed it out same day. Was told I would receive my gpu within 14 days of them receiving it. Tracking number showed it arrived on December the 13th. *** didn't report it as being received until the 17th. On calling in to check the status I was told on one occasion that the gpu had no faults which worried me as I knew it was defective.On Janurary the 3rd, using the *** provided tracking number I was informed that the package was damaged and ***** would not be delivering it. *** is telling it it may take up to 8 days for them to submit a claim with *****, and I wouldn't be receiving a replacement until ******** has now been 28 days since I mailed off the **** 21 days since they reported it received.They need to spend 8 days investigating THEIR OWN SUPPLIED TRACKING NUMBER that clearly shows it was not delivered. The stalling and waiting is pathetic when I paid over 360 for the item initially, then had to spend 38 dollars in packing materials and shipping to get them to fix a product that was defective due to a manufacturing error. This is basically theft.

  Business Response

  Date: 01/17/2025

  The customer has been in contact with our ************ and with one of our supervisors. As the customer stated was confirmed and we just need report back from ***** and once that was gotten we would get a replacement out. That was done immediately once we got the report back and ***** acknowledged damaged and claim a replacement card was shipped out. The customer has contacted us again that the replacement card he got has issues and we are in process of getting that resolved for him as quickly as possible.

  Thank you,

• Initial Complaint

  Date:12/09/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Subject of Complaint: Request for Buyback or Swap Due to Ongoing Issues with ***** 13th/14th *************** BBB,I am filing a complaint against *** regarding a workstation laptop, which has ongoing issues related to the ***** 13th/14th generation processor. Despite attempts to resolve this with ***, their solution of an RMA (Return Merchandise Authorization) is not feasible for my situation, and I have not received a satisfactory resolution.Problem Details:The laptop, purchased for high performance, has experienced:Random crashes, freezes, and instability.Voltage regulation issues, impacting performance.Thermal throttling, causing performance drops.Driver conflicts, affecting stability.These issues align with problems reported by other users of *****s 13th and 14th gen ***** I have provided evidence from reputable sources confirming these are common issues.Attempts at Resolution:I contacted MSI several times, and they offered an RMA. However, this option is not feasible for me. The laptop contains critical data and programs, and sending it away for repair would disrupt my work and risk data loss.Given the circumstances, I am requesting one of the following resolutions:A full buyback of the laptop.A direct swap for a replacement laptop or desktop.Request for Resolution:While I understand an RMA is standard, it does not meet my needs. The one-year warranty feels inadequate, given the laptops cost and my investment in its setup. I request a buyback or swap to resolve these ongoing issues.Conclusion:I trust MSI values its customers and will recognize the impact of this situation. I am seeking a fair resolution and look forward to your assistance in ensuring *** provides an appropriate solution that addresses these challenges.Thank you for your attention to this matter.

  Business Response

  Date: 12/20/2024

  We have been in contact with the customer and he has spoken to a Supervisor here in try to resolve any and all issues with the laptop. We have offered an *** to have the laptop come in for service since has not been in at all where our repair technicians can take a look at the laptop. We have offered to cover the inbound shipping so will not incur any cost. The laptop would be fully looked then repairs made no matter what fully tested and shipped back. The customer as constantly refused despite it never being sent in for us to look at. The warranty the laptop has does not include refunds, we have informed the customer that if wants a refund he needs to contact his place of purchase and see if they can provide such a service. And finally to the claim of ***** 13th & 14th gen *** issue is only related to Desktop PC ***'s and not the ***** mobile *** and that has come directly from ***** themselves and not MSI.

  Thank you,

  Customer Answer

  Date: 12/20/2024

   
  Complaint: 22664302
  
  I am rejecting this response because:

   

  Dear MSI Support Team,

   

  Thank you for your ongoing assistance. However, my concerns regarding my MSI laptop persist and need addressing:

   

  System Stability: The performance issues, including freezes, slowdowns, and crashes, are not isolated incidents but consistent problems that mirror those I previously experienced with my desktop (13th and 14th Gen), which ***** eventually repurchased due to similar issues. This laptop is rigorously used, pushing all resources to their limits with my professional programs, which means if there are underlying faults, they will certainly manifest under such intensive usage.

  Memory Performance: Despite being capable of DDR5-4000 speeds according to *****'s specifications, my system is limited to 3600 MHz. This limitation suggests a deeper issue, possibly with the hardware or firmware, that might not be resolved through standard RMA procedures, which also brings into question marketing issues.

  Warranty Confusion: There's a significant discrepancy between the "3 year Limited warranty" advertised and the information I've received. ***'s warranty should apply regardless of where the product was purchased, provided it's authentic and within the warranty period.

   

  Given these points, and my extensive use of the laptop's resources, which ideally positions me to identify any performance issues or design flaws, I firmly believe that these problems are not just outliers but indicative of a broader issue with the product's design or implementation. An RMA under these circumstances seems inadequate. 

   

   

• Initial Complaint

  Date:12/06/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a monitor on sale on November 28th. On November 29th I got a shipped notification and an email saying a label had been created for my order. Due to the holiday shopping volume I didnt expect an update right away.Its now been a week with zero updates or communication, for a $660 order. On December 4th at 8:42Am pacific, I sent customer support an email with my order number requesting an update. On the 5th I called and got through to tech support (the number for customer support is unavailable) and they ccd me in another email with customer support asking for help. There has been zero communication since.Even if my order was simply on back order, knowing what is going on with it would be nice, since Ive already paid for it.

  Business Response

  Date: 12/19/2024

  We did contact the customer regarding the case Mr. ****** did inform us that he had filed a dispute with ******* already for the charge. Did also inform him that we had processed the refund for the charge of the monitor. We did apologize for the experience and mix up and that we are looking into what happened with ***** and to expect refund amount to be done within the next few days.

  Thank you,

• Initial Complaint

  Date:11/11/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I attempted to make a claim with *** they insisted it is physical damage even though i told them it is mounted on their stand and is sitting on the computer desk. According to the extended warranty company ********** informed me it is not physical damage and MSI should cover it. *** stated yes they will repair it but I have to ship it to ** *** and pay for shipping and repairs.Below is correspondence from ***:USRMA From:******************** To:******* ******* Wed, Oct 30 at 8:34 PM Dear *******, ****************** looked over the picture and informed the screen damage is considered to be physical damages and not covered under MSI warranty. Repair quotation to replace the screen would be $285.00 Below is correspondence from ProtectAll extended *************** will not cover it even though i have physical damage coverage because they state my original manufacturers warranty is in effect. However *** refuses to cover it.Computer Systems up to $999.99 In processClaim ID: 8812 Claim Filed Date:October 22nd, 2024 Plan Number:CE1000000178788 Store Code:Brandsmart USA DPT Purchase Date:August 11th, 2024 Delivery Date:August 11th, 2024 Items in claim: 1 1 D 23.8inch I7-1260P 16G 512SSD Manufacturer:MSI Material:N/A I am hoping for a resolution in this matter as I have spent over $950.00 and have nothing but a defective computer of which MSI says that is not possible. They are basically calling me a liar as I tried to tell them I did nothing to it. ***** **** Service and Support ************************: ************** Fax: **************

  Business Response

  Date: 11/22/2024

  After following up with this case and looking at the picture provided that clearly shows a cracked screen caused by a direct impact to it. That is physical damage and is not covered under the standard warranty. The customer is able to pay for that repair the service is offered for out of warranty cases. But unfortunately what has occurred falls outside the warranty.

  Thank you, 

  Customer Answer

  Date: 11/26/2024

   
  Complaint: 22543296
  
  I am rejecting this response because: the computer was not physically damaged.  I believe it was sold to me with a weakness in the screen.  I did not physically damage this computer it was just purchased in August 2024 and it has barely been used.  If they don't want to cover it why doesn't my extended warranty kick in now before the factory warranty ends.  I am caught in the middle with a computer that the company does not want to stand behind and claims i damaged it of which i did not.  This is very poor customer service, and the company is not offering me any answers except to return it at my expense to ********** and pay for the repair.  They do not have any local repair companies, or I would have it repaired locally.  
  
  Sincerely,
  
  ******* *******