MSI Customer service.

[p_monks33]

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Thread locked at OP's request.

Perknose
Forum Director

 

[IlllI]

probably wont help but file a complaint with the BBB

 

[p_monks33]

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[Vesku]

Odd logic to want to refund you at CURRENT MSRP when they themselves are saying it's discontinued. Should at least be a full refund. Did you attempt to escalate the issue higher up? Most RMA departments are cost driven so if you can get your issue into another department/level it might help in getting a better offer.

 

[SickBeast]

I've only had positive experiences with MSI's RMA department. They have a depot local to me and the turnaround is usually less than a week.

 

[cmdrdredd]

If it's not produced wouldn't they be doing you, the customer, right by replacing it with the current model that matches the price level you purchased or relative performance?

At the least they could have asked if you might accept a GTX 670 power edition card which is a close price point as they are refunding. At least that wouldn't be a total slap in the face.

 

[p_monks33]

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[DaveSimmons]

You could try taking it up with your credit card company.

You could post a negative review on Newegg, many manufacturers seem to read those.

 

[p_monks33]

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[KingFatty]

I had a very good experience with MSI and their RMA. I mean it was so good, they made a customer out of me and I'll be buying an MSI card when I upgrade later.

I'm puzzled why they would completely disregard their plainly stated RMA procedure? I mean, it's in black and white, and then to go off the rails like this and make up a bizarre thing out of nowhere, what? That is not in their stated policy to do that, how in the world? Rogue employee trying to somehow make some money on the side by giving you $455 (claiming it's the MSRP) and then pocketing the difference actually owed to you... that doesn't make sense what in the world?

 

[p_monks33]

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[spinejam]

Customer service has really been on the fast-track down for many years. I remember sending in my MSI 6950 ref. for RMA awhile back only to get the same card back in 3 weeks w/ the same original RMA problem. Forget about Asus... I had to prove to those fokkers that my card was in their possession after they had it for 6 weeks w/ no contact. They eventually admitted it was an "RMA # mix-up" on their part and they were very sorry. Then, another 4 weeks go by w/o a replacement card even after Asus promised expedited service for their screw-up. What a joke! If I ran my business like these schmucks, I'd be out of business in 3 months.

 

[BD231]

Get a manager on the line, he'll straighten things out for you.

 

[DaveSimmons]

If they don't handle this properly I plan to follow up with Newegg where I bought my own MSI GTX 680, which thankfully has been flawless.

If MSI has stopped honoring their warranties that's going to cause problems for the vendors carrying their cards.

I'll probably just get a "thank you for sharing" response, but they might act on the warning.

 

[KingFatty]

What you quoted looks like an offer to me. Did you accept the offer?

They are bound by the original text of the warranty, so you are OK. But if they ask you to accept a lesser offer, and you accept, I'd be interested to see how a judge interprets the situation and whether the subsequent offer gets them off the hook due to your willing to accept lesser value but get faster turn-around (i.e., it's not just a gift, but perhaps a new bargain/contract because each party exchanges something of value)?

 

[Schmide]

They have no justification for a partial refund on a 2 month old card. They either give you a new card immediately, give you a full refund for the price paid, or pay triple the cost in small claims court.

 

[p_monks33]

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[p_monks33]

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[bononos]

KingFatty I did NOT accept their offer by any means. Thats why I put up with calling over and over again to get through to someone to confirm that I will not accept 455.00 for my 499.99 card.

I would voice record those calls+names of reps for future reference.

 

[kami]

Can't help but think that it was mostly the rep(s) you got that is at fault. I've had good experiences with MSI support, but yours isn't the first negative complaint I've seen either. Poor training = inconsistent support basically. I'm sure anyone who knew a thing about customer service wouldnt insult you like that. Good luck

 

[KingFatty]

Are you able to carefully study the full text of the agreement your purchase falls under? Can you repost it here?

I know you posted a section above, and I saw this part:

Products sent in for RMA will be repaired or replaced with a product of equal or greater performance based on availability.

However, the issue would be how they decide what is a product of equal or greater performance based on availability? Do they still make a card that is equal or greater value? Or is there some small print in their agreement that enables them to provide a 3rd alternative in the RMA process? It just makes no sense where they come from with offering cash, that is nowhere in the text you quoted, I haven't heard of someone getting a cash offer when they tried to do an RMA? I still think this is a rogue employee...

 

[lavaheadache]

should have just kept the eVga card =)

 

[p_monks33]

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[p_monks33]

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[jacktesterson]

I've always used MSI motherboards without issue.

This thread is making me rethink my choice if this is how they normally handle these situations.

They should give you a replacement. Its there fault if they don't have an exact replacement. They should give you something thats equal or better in performance, not offer you a partial refund.

Not cool MSI.

Not sure why this is rubbing me the wrong way since my MSI products have always offered excellent value without issues so far.