A Bad Experience - GT72VR 6RE

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gordon.shure

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This is my review of my MSI GT72VR 6RE laptop. In short was a terrible purchase. Not only is the build quality shoddy in parts, MSI customer service is bad - extremely bad.
 
I live in Spain, and spent ?1800 on a brand new, high-end MSI GT72VR 6RE Dominator Pro gaming laptop. After three months and with only slight use, one of the 3.5mm audio jacks snapped, revealing the disgustingly cheap plastic housing behind the gold borders. I've attached a picture of it to this post.
 
Via email (the only option available for customer care) MSI Espa?a customer support apologized, and said they'd post a warranty extension to me. Fair enough, right?
 
So I gave them my address...nothing arrived at my house. Told them, they said they'd received the papers back after I'd declined them. Er...no I didn't? So, they supposedly sent it again...and I didn't get them, again.
 
By this time I was so frustrated with what should have been a simple process, that I asked to chat with a superior - after that, stony silence. So now I'm down a speaker port, with nothing but wasted time to show for it.

Up until this, for years I'd been a loyal customer to MSI. Now I'm anything but. Behind the slick PR, there are only headaches and disregard for the customer. It is very disappointing.
 

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  • MSI laptop - destroyed port.jpg
    MSI laptop - destroyed port.jpg
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I provided my phone number to MSI Espana on the laptop invoice you requested when I first made contact - over one month ago. 

Any halfway competent customer service department would have picked up the phone and called me by now.
 
Here in my country they are amazing, just got a laptop back from service.....they paid for postage....everything....and I could call them every day for update.....MSI just outsources to local computer companies....that is how they work...so that company sucks so bad.....
 
MSI just outsources to local computer companies....that is how they work...so that company sucks so bad.....
Click to expand...

I've seen no evidence of that. What I have seen, reading around since I had this bad experience, is a lot of other people experiencing build issues with their MSI laptops, and describing the company's customer service as poor.

It's great that you had a good experience. Sadly it isn't like that for anywhere near 100% of MSI customers.
 
I had to deal with customer care in Norway and it's not that bad here. At first they did't want to chage the touch pad because of the ware but after a while they agreed to change it on warranty. Everything was delt on the phone. The service was fast(only one montht).
 
I have the same model and I have several construction problems too.
 
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