Ryanweld154b02d5
New member
- Joined
- Oct 24, 2025
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Good afternoon,
Not sure I was blessed with the same Daniel (mine did not give me a last name).
Back story, I sent in my power supply that has been installed in my brand new PC for roughly 14 days (had it for roughly 40days as I was buying components). After 14days the PSU fan started going out. After I contacted MSI for a RMA, I requested a new PSU (if I was going to get a refurbished PSU back I would have saved money and bought one in the first place). MSI stated to do so that I would have to be charged the cost of a new PSU until they receive my old PSU and then they would refund me (ok seemed fair as you can’t always trust people). My PSU was received to MSI on 10/10 (I assumed it would take 3-5 days to process the return and issue a refund, still fine with this). The next Friday (10/17) I received another PSU in the mail.
After realizing I still have not been refunded for my the PSU that was received at MSI on 10/10, I called MSI on Monday (10/20) (by the time I got off work Friday the 17th and notice this MSI was closed for the weekend). Daniel (first time talking to him) stated “we will make this easy for you, we will be providing you a prepaid shipping label to send that PSU back” (not a fan of making it sound even tho it’s your fault we will make it easy for you). I’m not one to want an apology, as we all make mistakes, but what I do want is for a company to correct their mistake and take ownership of it.
I sent out the extra PSU back to MSI the next day (10/21). Still noticing I have not been refunded for the original PSU, I received a email from another individual from MSI asking
This is where I start getting upset with a company. First, as a customer looking in, MSI is very siloed and the customer service groups do not communicate or have an updated system. Second, my initial payment was for the first unit that was sent to me (grateful on the speed of getting me the new unit) but I was suppose to be refunded upon MSI receiving of the old unit (10/10 plus a couple of business days for processing).
I responded to the email requesting an immediate refund as I should not be held financially responsible for MSIs mistake. I even provided the tracking information for the extra PSU to that email. I received no response to my email for two days so I ended up calling MSI back on Friday (10/24).
Second interaction with Daniel. I started off describing the situation and he stopped me and said “I talked to you the first time”. I felt great as he knows the story. From here i requested my refund for the original unit but he proceeded to lecture me with how MSI will not refund me until the second unit is processed and that everything needs to be accounted for before doing so. I attempted to explain to him how i should not be financially responsible for MSIs mistake but that was going nowhere. A great example he brought up was the following:
If you order one graphics card from MSI website and MSI sends you two…they will charge you for two, even though you only ordered one.
I explained to him that the customer is not financially responsible for the second unit if their receipt only says one unit. I then proceeded to ask for a manager and would not be given one and that they would get back to me in one to two business days. Daniel was extremely unprofessional toward me. I’m not one to wright reviews but this called for one.
Note: I’m sure this is all recorded for quality purposes (10/24 roughly 2:30pm central time, PSU phone number for the USA)
I ended up calling another MSI RMA line and that individual seemed a little more eager to help and escalate the issue.
Moral of the story is I’m greatly disappointed in Daniel at customer service as well as the customer service groups in general (looking online it seems like I’m not the only one or two people with the same experience with Daniel). I’m I firm believer that the customer is not always right, but I am a firm believer in holding people and company’s accountable for their mistakes and not putting the burden on their customers / others
MSI you can do better than this.
Thank you,
Ryan
Not sure I was blessed with the same Daniel (mine did not give me a last name).
Back story, I sent in my power supply that has been installed in my brand new PC for roughly 14 days (had it for roughly 40days as I was buying components). After 14days the PSU fan started going out. After I contacted MSI for a RMA, I requested a new PSU (if I was going to get a refurbished PSU back I would have saved money and bought one in the first place). MSI stated to do so that I would have to be charged the cost of a new PSU until they receive my old PSU and then they would refund me (ok seemed fair as you can’t always trust people). My PSU was received to MSI on 10/10 (I assumed it would take 3-5 days to process the return and issue a refund, still fine with this). The next Friday (10/17) I received another PSU in the mail.
After realizing I still have not been refunded for my the PSU that was received at MSI on 10/10, I called MSI on Monday (10/20) (by the time I got off work Friday the 17th and notice this MSI was closed for the weekend). Daniel (first time talking to him) stated “we will make this easy for you, we will be providing you a prepaid shipping label to send that PSU back” (not a fan of making it sound even tho it’s your fault we will make it easy for you). I’m not one to want an apology, as we all make mistakes, but what I do want is for a company to correct their mistake and take ownership of it.
I sent out the extra PSU back to MSI the next day (10/21). Still noticing I have not been refunded for the original PSU, I received a email from another individual from MSI asking
This is where I start getting upset with a company. First, as a customer looking in, MSI is very siloed and the customer service groups do not communicate or have an updated system. Second, my initial payment was for the first unit that was sent to me (grateful on the speed of getting me the new unit) but I was suppose to be refunded upon MSI receiving of the old unit (10/10 plus a couple of business days for processing).
I responded to the email requesting an immediate refund as I should not be held financially responsible for MSIs mistake. I even provided the tracking information for the extra PSU to that email. I received no response to my email for two days so I ended up calling MSI back on Friday (10/24).
Second interaction with Daniel. I started off describing the situation and he stopped me and said “I talked to you the first time”. I felt great as he knows the story. From here i requested my refund for the original unit but he proceeded to lecture me with how MSI will not refund me until the second unit is processed and that everything needs to be accounted for before doing so. I attempted to explain to him how i should not be financially responsible for MSIs mistake but that was going nowhere. A great example he brought up was the following:
If you order one graphics card from MSI website and MSI sends you two…they will charge you for two, even though you only ordered one.
I explained to him that the customer is not financially responsible for the second unit if their receipt only says one unit. I then proceeded to ask for a manager and would not be given one and that they would get back to me in one to two business days. Daniel was extremely unprofessional toward me. I’m not one to wright reviews but this called for one.
Note: I’m sure this is all recorded for quality purposes (10/24 roughly 2:30pm central time, PSU phone number for the USA)
I ended up calling another MSI RMA line and that individual seemed a little more eager to help and escalate the issue.
Moral of the story is I’m greatly disappointed in Daniel at customer service as well as the customer service groups in general (looking online it seems like I’m not the only one or two people with the same experience with Daniel). I’m I firm believer that the customer is not always right, but I am a firm believer in holding people and company’s accountable for their mistakes and not putting the burden on their customers / others
MSI you can do better than this.
Thank you,
Ryan