Have you had a poor warranty experience? Post here.

[sean_vd152502e0]

As per the thread - post your poor warranty or customer service experience here.

I’ll go first: MSI claimed by 3090 GPU had “cockroach damage”. When I pressed them on what damage they found, they provided a speculative list of things cockroaches “could” do to a card, none of which they have found or provided evidence for on my card.
After pointing this out to them, they doubled down and refused to accept my warranty claim. They’ve now suggested they’d rather spend money on legal advice (probably more costly than even a replacement card would be) to fight my warranty claim, rather than provide goodwill and retain customer loyalty and future sales. After asking to get contact details for Global HQ complaints, they refused.
Appalling customer experience.
Have you had a similar experience ? Post it here.

 

[Alan J T]

As per the thread - post your poor warranty or customer service experience here.

I’ll go first: MSI claimed by 3090 GPU had “cockroach damage”. When I pressed them on what damage they found, they provided a speculative list of things cockroaches “could” do to a card, none of which they have found or provided evidence for on my card.
After pointing this out to them, they doubled down and refused to accept my warranty claim. They’ve now suggested they’d rather spend money on legal advice (probably more costly than even a replacement card would be) to fight my warranty claim, rather than provide goodwill and retain customer loyalty and future sales. After asking to get contact details for Global HQ complaints, they refused.
Appalling customer experience.
Have you had a similar experience ? Post it here.

Why did you not just return to the Place of Purchase as you were supposed to in Australia?
Just asking is all

 

[sean_vd152502e0]

Why did you not just return to the Place of Purchase as you were supposed to in Australia?
Just asking is all

Thanks Alan J - I appreciate you responding to this.
I did return it to the place of purchase - they advised that they were sending it back to the manufacturer (MSI) and would be in touch once they heard back. They followed up a few days later to say MSI were rejecting the warranty claim. They suggested if I had further concerns or questions, I needed to follow up with MSI directly (and gave me the contact information).
Were they not supposed to do this?

 

[Alan J T]

Good luck. I just tried having my 3090 replaced and repaired under warranty and have been totally rejected. Asked for my concerns to be raised with MSI HQ Global and again got denied. MSI will do everything they can to avoid helping you with the issue with your product in my experience.

I believe you were quoted damage by Cock-a-Roach
Most likey this Bugger the German Roach
Very polific and do damge from poop on to the circuits as it eats through traces
As well as the Binding agent they use to attach there egg sacks
SO not going to be coverd by warranty.

 

[sean_vd152502e0]

Thanks Alan. I appreciate your input.
You’re right - MSI “quoted” cockroach damage, but there is no physical damage to the card. After dusting out the dust and debris from the card, I asked them to examine the issue more deeply. They refused.

Also, my issue with MSI is as much about their lack of customer service as it is the rejection of my warranty claim.

Throughout my claim I was responded to dismissively and condescended to. Despite my best efforts to have a reasonable conversation with someone higher up the chain, I was shut down. I’m sure you’ll agree that companies should value their customersparticularly those who spend thousands of dollars on flagship products.

I’ll contrast this with another giant, well known retailer of phones and tablets. About 15 years ago I returned my tablet to them seeking a repair quote. It was out of warranty and physically damaged. Admittedly, they didn’t have to do this, but they chose to provide exceptional customer service…

…as opposed to what I received from MSI. I’ve been a loyal customer of the aforementioned company for over a decade since, spending multiple times over what it cost them to show goodwill and replace that product. MSI have lost a customer for life, not to mention whatever they lose from my spreading the experience amongst my family and friends.

So… my warning here to the OP is about the experience as a whole.

 

[Alan J T]

Thanks Alan J - I appreciate you responding to this.
I did return it to the place of purchase - they advised that they were sending it back to the manufacturer (MSI) and would be in touch once they heard back. They followed up a few days later to say MSI were rejecting the warranty claim. They suggested if I had further concerns or questions, I needed to follow up with MSI directly (and gave me the contact information).
Were they not supposed to do this?

They would have most likely been informed why it was rejected
MIS generally Reject physical damage like breaks or cracks or damage out of their control like insects.

Normally there should be Photos of the damage on record MSI can send you or the Retailer

 

[Alan J T]

Picture of Raoch damage unde microscope
this is quite sever but it takes only one spot like that to kill a GPU

 

[sean_vd152502e0]

Thanks Alan- this is very useful. It’s going to be a big help in my ongoing dispute as there is absolutely no evidence of this sort of damage to the card, not even to a less extreme/severe extent.
Do you have any other examples of what roach damage looks like that you could share?
Also, are you aware of any literature that discusses how insect or roach damage typically presents? The independent advice I’ve received is that it’s normally (not always) a total short/failure. My card still operates as it should, however then fails under heavy temps/load.
Additionally, are you aware of what type of resins/conformal coatings MSI use in their manufacturing process? The exact type would be most useful, thank you.
Appreciate your ongoing advice.

 

[Alan J T]

Thanks Alan- this is very useful. It’s going to be a big help in my ongoing dispute as there is absolutely no evidence of this sort of damage to the card, not even to a less extreme/severe extent.
Do you have any other examples of what roach damage looks like that you could share?
Also, are you aware of any literature that discusses how insect or roach damage typically presents? The independent advice I’ve received is that it’s normally (not always) a total short/failure. My card still operates as it should, however then fails under heavy temps/load.
Additionally, are you aware of what type of resins/conformal coatings MSI use in their manufacturing process? The exact type would be most useful, thank you.
Appreciate your ongoing advice.

Ge I'm an end user like you are you would have to get that info directly from MSI

And like I pointed out just one spot from one poop or one roach can short out components.

I don't think MSI would stiff you on the Warranty without a valid reason. Not in Australia.

And they will most likely have the cause of the problem well documented.

And it is what you can not see that may be the problem area
Have you checked the rest of the computer for any Roach damage?

 

[sean_vd152502e0]

Ah - that’s a shame. Funnily enough, MSI won’t share that information with me… because they don’t have it… because they didn’t inspect the card properly. They just made a whole bunch of assumptions and refused to take a closer look (after I asked them to) or demonstrate to me that there was in fact damage.

it’s all part of that “great” customer service I was referring to earlier.

 

[Alan J T]

Ah - that’s a shame. Funnily enough, MSI won’t share that information with me… because they don’t have it… because they didn’t inspect the card properly. They just made a whole bunch of assumptions and refused to take a closer look (after I asked them to) or demonstrate to me that there was in fact damage.

it’s all part of that “great” customer service I was referring to earlier.

Did your Retailer give you a Report of the Findings
Like this one

Links to testing results below

reply from sapphire.pdf	29/07/2022
484130 Unigine Heaven.mp4	11/08/2022
484130 OCCT VRAM Test.jpg	11/08/2022
484130 Furmark.jpg	11/08/2022
484130 Unigine Superposition HDMI.jpg	11/08/2022
484130 Unigine Superposition DP 3.jpg	11/08/2022
484130 Unigine Superposition DP 2.jpg	11/08/2022
484130 Unigine Superposition DP 1.jpg	11/08/2022

 

[frederi155e02e1]

Hi !

I'm experiencing a bad warrantly exprience.

I bought a PRO B760M last year on Reichelt.de for my nephew.
He had no problem a year along, but last september, its computer wasn't booting anymore (boot in loop with just MSI logo, and EZ white LED indicating a graphic problem. I made cross-tests with my own computer and isolated the motherboard as the issue).

I sent the motherboard to Reichelt.de for warrantly, and after 12 days (1 month process actually), they sent me a replacement motherboard.
The exchange motherboard was in my original motherboard box (i tracked serial number), so I suppose it was a reconditionned one.
(By the way, there was any report in the box : just my original message in a piece of paper, and the new card).

But when I opened it, I noticed that the CPU socket had 3 pins bent.
After one month, MSI or Reichelt sent me back a defective motherboard in exchange

So, I contact Reichelt the same day and have sent back this defective exchange the next day.
It was last November 2nd.

Since, no news.

I was hopefully expecting it would take less time : the issue of the card they sent was pretty clear to observe, so I believed that sending a functional motherboard this time will be made as soon as they received their defective exchange.
But no.

As Reichelt answered me, this exchange is gone back to MSI for support (but guys !! that's you who sent me this [***CENSORED***] !) and its taking so long time.

2 months now.
And an teenage boy who can't play with its friends since, asking me everyday if I have news.

 

[dezzad15a902e1]

Oh yeah.. Was blessed to have one of the early MSI B650I EDGE motherboards with dead BIOS battery and MSI acted clueless about it and didn't take responsibility. Wasted so much time with this.. if I knew within the return period I would have returned but noooooooo.. MSI had to ship defective products to make that a customer problem, they love giving customers a hard time.. Amazing..