How do I get MSI to honor their 30-day return policy?

dshackin153c02d7

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Jan 17, 2025
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I bought this last month from the MSI-US store, recorded delivered 12/19. Note the 30-day return & refund policy. My window may be ending as soon as tomorrow.

2025-01-17 07_45_56-MSI GeForce RTX 4070 Ti SUPER 16G EXPERT - MSI-US Official Store.png

All week I've been trying to return it. On Monday I submitted a return request, the product still unopened.

On Tuesday I tried again and was shown a return in process page.

2025-01-17 07_44_48-Contact Us - MSI-US Official Store.png
2025-01-17 07_45_08-Product Returns - MSI-US Official Store.png



Since I had not been sent any emails or documents yet, I called MSI Support. The man on the other end told me that MSI was busy, backlogged for returns, and that they may or may not get around to it; I should check back Friday.

Yesterday I contacted their live chat, which after half an hour connected me with a Laptop Support agent for some reason, who informed me that he could find no record of my return request, but that he would pass my details along to someone or other.

I have the distinct impression that MSI is trying to stonewall my return so that I have no recourse once the deadline is reached. I would have never purchased from them if I knew I had no security of a return option. I'll try calling one more time, but is there anything I can still do about this?
 
Hi
Start with sending them an email so you have written evidence, with date, that you wanted to return a product.
 
I also just submitted a web ticket with the serial number, which then appeared in my service history, but disappeared a few minutes later after refresh, with the page telling me I had no open tickets. Of course, they never sent me an email confirmation of my ticket, so I have no way of looking it up by Ticket #.

Hmmm...

Edit: Thankfully, it was still identifiable by phone number. Still, the lack of documentation on MSI's end is disturbing.
 
Could be a system issue, who knows. Seen similar happen before.
As I said, send them an email. You'll have evidence in case you have to raise it with FTC ( which I hope does not get there ).
 
After half a month, they finally issued a return. From tomorrow the return package is allotted 6 days to reach them (it took 5-6 days to get to me from them). Also, I would have to pay the $15 shipping or whatever.

Frankly, I would estimate a decent level of risk that if I were to mail this to them I would lose everything. Rather, I'll look into using or selling the item myself. I just hope for the customers' sake that MSI is better with actual defective component RMAs than with returns...
 
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