Why I'll never buy anything from MSI again

[Nacelle]

One of my HD6970s died after a little over a year. It happens. I'm not too upset about that. I fill out an RMA form and get an automated reply back with my RMA number the same day, June 1st. I ask for advance replacement and am essentially told we don't do that. Then after a few days of back and forth, they offer to do it. The problem is, they want to charge my CC $400. A bit much considering you could buy a 7950 for that. I'm not exactly rolling in dough here. I used last year's tax refund to buy my PC. I could never afford it otherwise. Anyways, I don't have that much on my CC, so I just wait for the standard process. FedEx says they received my card about a week after the initial RMA, but don't report getting it until June 12th. Now it's been another 2 weeks after that and not a word from them. Every-other company I've sent things back for warranty, they've shipped out the replacement within a couple days of receiving it. I'm hosting a LAN party on the 30th and it doesn't look good for me having my card back by then. I'm still able to use my PC with one card, but triple monitor doesn't run well that way. And what if that was my only card? No PC for a whole month! Unacceptable. Not only are they losing my business, but people I build computers for, friends, and family. It's going to take some major arse kissing to ever get my business back again. Hint Hint, PC Per staff. Get them on that.

Update July 2nd: I got an email from them today.

We apologize for any inconvenience, but we are currently out of stock of suitable or comparable replacements for your unit(s). In this case we will need to provide you with a refund based on the market value of $205.8 Will you accept this refund?

If you accept the refund, then you cannot change it. Thanks!

At first they want to charge me $400, now they want to pay me $205? What a crock of !@#$. Let's see what they say to my response.


Update: They end up offering me the Lightning version of the 6970 instead. I'm not sure why they didn't just send that, instead of insulting me with a $205 offer. Now, let's see how long it takes for me to have it in my hands.

Update: 7/11/12 (10 days later), It finally showed up.... too bad I have to send it back. They sent me one that is artifacting. I called support and this time they're sending me a UPS label to ship it back at least. I hope it doesn't take another 6 weeks to get this one replaced.

[3dfxrain]

Shocking, maybe someone else can get around bad service.

[Nacelle]

Bump for update

[3dfxrain]

Good news on warranty repair. Thing about warranty, better quality product, more safe, better component quality control, less need for warranty. However if warranty service is required and improved components and quality overall, then I am prepared to pay for high quality of product of service if required. Besides, good competition for customers.

[Nacelle]

But how long is an acceptable time to wait? It seems to me, well over a month is a bit too long. I'd love to hear if anyone has had a quick turnaround with their warranty replacement, and which company it was. OCZ has always been pretty fast. I've had 2 of their SSDs die.

[3dfxrain]

I think that's too long. Did you contact MSI support about it again? Keep at it, contact, tell them you are unhappy with warranty time and want it resolved. If they don't respond appropriately, you can contact authorities about warranty failure on their part/lack of quality product and get advice to get working product and proper service. Not required though I got ahead of myself. Should always have enough warranty stock for quick replacement.

[mpulliam]

6 weeks is the average turn around posted on most RMA literature.

I consider 6 weeks too long myself, but you sign the contract by purchasing it so as consumers we are tied to their time schedule.

My main supplier is Asus/Supercom - there is no such thing as "warranty stock". That is a consumer misnomer concerning stock, like groceries. Not "limited" electronics. A card that is months old may get a warranty replacment - a card that is nearing its EOL (with-in 3 years) will more then likely be repaired, or upgraded.

Anyways, I have had great service to horrible experiances with Asus.

Its like most htings run autonamously with a billion different (disconnected) CSRs from all over the planet. I have RMAed cards a year past their warranty and have had Asus send out 2 gen newer replacments (sent in a 8600 gt, got a GTX260 replacment); I have had them argue with me over $35 "monitor" cards when they fizzled after 3 months of use (claimed he was over heating the card by gaming. The guy was 80 years old and just wanted a second monitor for Black Jack).

My advice for anyone doing any warranty with any product with any manufacture is NOTES NOTES NOTES. From EVERY name of every person you speak to; to times, dates and communication type (email? Phone? Fax?).

[3dfxrain]

I stick to my interpretation of warranty stock. It is the right to warranty repair or replacement in accordance with law and warranty conditions as I know.

[Nacelle]

Bump for new update. Sad to say the saga isn't over.

[jethro]

1. I don't think it's unfair to want to hold $400 on your CC to send you something in advance. If they get your card back and it's obvious you violated the terms of their warranty, what are they going to do, ask you for the card back?

2. I think offering you $200 cash is also fair. $200 is the most 6970s are selling for on Ebay. If you look at the completed listings 3 of the last 6 sold went for under $200, and 3 barely over. So the odds are good you could replace your card with $200..

They didn't exactly tell you to "F yourself", I would have taken either of those offers and been happy to do so. Warranty stuff is basically inconvenient, but you could have helped expedite things on your end too.

[Nacelle]

What could I have to done to expedite things other than give them $400 that should go to the mortgage payment, not knowing if I'd get it back in time to not be late?

[jethro]

What could I have to done to expedite things other than give them $400 that should go to the mortgage payment, not knowing if I'd get it back in time to not be late?

My point was youi asked them to incur risk because you could not. If you had $400 to spare on your CC they would have shipped you the card right away, you could have shipped them your card, and if your claim was valid your maximum "risk" was the minimum payment on $400 on your CC for one month. (change)

[Nacelle]

My only credit card is my bank card. Meaning it's taking money out of my bank. Actual money that will be used to make the house payment, not credit. Also they didn't openly offer this option to me. I had do drag it out of them. I didn't realize that it was going to be that much when I asked.

[jethro]

My only credit card is my bank card. Meaning it's taking money out of my bank. Actual money that will be used to make the house payment, not credit. Also they didn't openly offer this option to me. I had do drag it out of them. I didn't realize that it was going to be that much when I asked.

I understand Nacelle, but again, you're asking them to incur risk because you choose not to have a credit card.

You are of course free to try and buy from the company that ships first, no CC required on warranty work. I've never had to send a card back, so I don't know who that is, but maybe someone will see your post here and point you in that direction.

I only posted to say I think for a company "I'll never do business with again!" their solutions were pretty reasonable and would serve 95% of their customers. Most people have a CC because it's safer than a debit card, they need to travel for work, or they just don't want to be stuck in a town because "Jinkies! The transmission repair costs $3000 and I only have $2000 in my bank account!" and the like.

Their "normal" way is probably "customer returns card, they examine for customer tamper, and send replacement if warranteed or card back if tampered".

They don't care if you have a LAN party you wish to participate in. That is not how the business world works. As you say you own a home, I'm surprised you think it does. For that matter, I'm surprised you own a home and not a credit card and live that close to the bone. What do you do when you get a real expense like needing a new furnace or roof? Home equity line? Why didn't you use that with MSI?

Some things about your story don't add up. I don't know any homeowners who can't come up with $400 dollars instantly. Just sayin'.

[Nacelle]

Now I just think you're trolling. Not everyone is as well off as you apparently are. Proven by the fact that $3000 car repair bill seems like no big deal. Slap a CC down and drive away. I paid $200 for my whole car. Just because you don't know anyone in my situation doesn't mean there aren't millions out there like me. Maybe you should go back and actually read the OP. My main complaint is the time it takes to replace the product. whenever I've had RMAs with other companies, none of them ever took this long. Most have a replacement sent out a week or two after receiving the defective product. I understand they can't send out product without security, I never said they should. When it came time for money to come the other direction, they offered half of what they were going to charge me. I think I have the right to be a little offended by that. Now if you're done criticizing me financially, please move on to other threads to troll.