I prey for those that have to RMA an MSI product.

Willard E Nigma

Willard E Nigma

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Jan 8, 2025
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Sent a GPU that was under warranty to them and am just getting dicked around. Owned it for about a year, kept it clean and didn't overclock it. (I'm also not a miner, just a gamer. that also does some 3d modeling on the side) Nothing too intensive, just my 3d prints.
One of their agents previously said the card had no problems and did not need repair. That was confirmed to be false through extensive diagnostics before I sent the card to be repaired under warranty. Use of the game in any Direct X 12 title would result in a crash under load.
Diagnostic steps taken
Reseated GPU and power connector. (although I don't move my desktop around figured just in case)
Driver uninstall via DDU and a roll back to previous known working drivers.
Clean Reinstall of windows 11, known working drivers that were older, and 3 games (fortnite, Call of Duty Black Ops 6, Rise of the Tomb Raider)
Did the same with windows 10 just in case it was a bad windows update.
Ram stress test using Memtestx86 - results showed no problems with system ram
CPU stress test using Prime95 - results showed no problems with system cpu and temps were normal
Smart Diagnostics on my SSD's came back fine.
Final diagnostic was then conducted by replacing the card with my girlfriend's GPU of the same make and model since her system was running just fine. Her card worked just fine in my system, and the faulty card experienced the same issues when placed into her system.
So safe to say the problem is the faulty GPU.
It is covered under warranty.

I mailed it out on December the 10th after getting the RMA authorization and was informed I would have my card back within 14 days of MSI receiving it. and tracking showed it was received on December the 13th. MSI failed to process the intake until the 17th.

The expected due date was Result: Friday, December 27, 2024 based on the tracking info I paid for to have the item shipped.
On January 3, I received notice that the packaging had been damaged and was undeliverable. This notice came by me checking the MSI supplied tracking number. Upon contacting MSI I was informed that it may take up to 8 days for them to file a claim with the shipper to see if I received the item, and possibly send out another unit if they have them in stock, and if not, I would have to wait to see if they ever got them in stock.
The tone the agent used appeared to be a veiled threat that they wouldn't have it in stock for ages and I would be left waiting.






There is no further way I have to escalate the issue. Don't put yourself in these shoes.
 
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Williamdavi157e02df said:
14 days of MSI receiving it
Click to expand...
Usually working days? Who knows what they did there.
What GPU and what country? Since you say you mailed it to MSI, sounds like US?
Parcel was damaged by the carrier by the looks of it, so it's outside yours and MSI's control. Sometimes getting the stock is hard and it's not something MSI always has on hand.
 
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Nichrome said:
Usually working days? Who knows what they did there.
What GPU and what country? Since you say you mailed it to MSI, sounds like US?
Parcel was damaged by the carrier by the looks of it, so it's outside yours and MSI's control. Sometimes getting the stock is hard and it's not something MSI always has on hand.
Click to expand...
US, and the gpu was a 3060ti Ventus X3 OC LHR. Yeah I know Fedex is at fault for the package being damaged. It was reported damaged at the local facility which upon investigation, seems to be a common issue with valuable electronics so I wouldn't put it past them to be doing it to steal product.


What annoys me is the agent saying they found no problems with the card, despite there clearly being a problem. Sometimes it makes it into the menu of games, but anytime it goes past that and loads up, it blackscreens pc reboots completely. The error code found in the logs shows it's the GPU hanging. Swapped with the girlfriends gpu (same make and model) and no issues.
Put my GPU in her system and it hangs the same way.

So it's not a software issue and any other component in my pc causing this. Yet they claimed there was no issue.
And they can clearly see I did not receive the card. The 8 days to investigate feels more like a cop out to stall for time. Especially given it's the shipping number they provided, and it was shipped by them. I could understand if it went missing on the way to them (in which case I could have dealt with USPS myself to get the issue resolved)
Just seems they're highly disorganized, and don't care about the consumer. I sure do miss EVGA, they made great cards, and the one time I had to RMA, it was fast, effective, and I didn't have a risk of them sending back the same card unfixed.

I definitely know that I need to record the box opening to have evidence if they wind up mailing me a dud, or "upgrade" me to a weaker card or 3060ti Aero single fan.
 
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What annoys me, is that if I had the spare money, I could just drive on down to best buy and purchase the same make/model and have it dealt with today.
 
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RMA process and experience varies by region, unfortunately. It's something I wish MSI did mainstream across all regions. I had no issues at all when I had to RMA my motherboard and monitor. Turnaround in both cases was under 20 days.
 
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Update on how well the agents check notes. Have to handhold them to check the notes on record, or they just don't take notes.
I love how it's within their hours (I'm on Eastern Time "New York"), yet they are out of working hours.

Chat Record
Save Date：2025-01-09 14:16

2025-01-09
20:02 William Davis My product is:
REDACTED SERIAL NUMBER
20:02 William Davis Checking status for RMA Number:REDACTED
20:02 Msi Agent https://cc2.msi.com/CSQ/REDACTED
20:02 Msi Agent Hi there! Welcome to MSI chat! I hope the day is treating you well. Please be advised that the satisfaction survey for this chat will be sent to your email within 24 hours of our conversation. While reading your concern, please spare me a few moments to prepare my resources. I am grateful for your patience! Thank you!
20:02 Msi Agent Hi William, let me check that on for you
20:04 Msi Agent As per checking it was already shipped back here's the tracking number REDACTED FEDEX GROUND SERVICE
20:05 Msi Agent I also send a tracking info on this email address: REDACTED
20:05 William Davis Do me a favor, check that tracking number
20:06 Msi Agent Let me try give me a sec
20:06 William Davis it was damaged in shipping and not delivered to me
20:09 Msi Agent Here's the thing that i have seen with the tracking number
20:09 Msi Agent [pic]
20:09 William Davis click on view history
20:10 William Davis I contacted you guys the same day I got this notice. Was told an investigation would be done to make sure I didn't receive the card, and it would be dealt with afterwards
20:11 William Davis [pic]
20:12 William Davis Card was never delivered, FEDEX told me only the shipper can do anything, not me
20:12 Msi Agent I understand, if you need further assistance about the investigation please contact our RMA team using this hotline 1-626-271-1004 (Monday to Friday, 9:00 AM - 6:00 PM PST, Excluding Holidays).
20:13 William Davis I'm not calling anymore. I want everything to be through text so I can keep logs. easier to keep logs that way.8
20:14 William Davis Every time I call, I get told a supervisor will call me before the end of the day, yet I never get that call
20:14 Msi Agent Kindly chat us back during their designated hours for further assistance.
20:15 Msi Agent Please understand that the team who handled that concern is out of working hours as of the moment
 
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I finally got a tracking number for my "new" card. It's taking ages to get here. Can't tell if it's because they picked the slowest option, or because of the fact the card is shipping from the west coast wildfires to the blizzard on the east coast.

So hopefully my next update will be a video unboxing of a 3060ti venture x3 OC
 
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The guy that does the UPS route in my area and the Amazon guy are always awesome. It's always FEDEX that I have problems with. The USPS people in my area are also awesome.


Then again with the package needing signed, I'll be paying attention to the delivery window and be outside to fly my drone during drop off time. My house is literally the border of the good neighborhood and bad one, so yeah I see the meth heads walking and porch pirating a lot. My Amazon guy always puts my package with my recycle behind my house. UPS is always taking a break to play with my dogs.
 
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I have the card, have it installed, with a fresh install on windows and drivers. waiting on game downloads to test it out.

The heatsink fins were bent. Not so bad I couldn't fix it myself, but bad enough that I knew if I sent it in to RMA like this, they would have rejected the claim. Box was undamaged.
Such a shame.
 
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Well, games have been downloaded. With this card, anytime I put any sort of load into it, it blackscreens or I get green pixels.
Great.
 

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Keep getting this same error.
Once again tried all the previous troubleshooting steps
Prime 95-no problems found
Memtest86-no problems found
Disable XMP
Driver rollback, I even did a bios rollback for the motherboard
Turned off resizeable bar, I've tried everything.
Put the gf's known working gpu in, Games run fine.

I stand by my signature. I was sent someone else's broken, I mean "fully repaired" card.

They stated I would receive a fully repaired card (minus cosmetic defects)
Card does not work, so they violated Ohio Law 2307.77 by making false claims the card was repaired and tested.
I'm done playing nice. It may not be an often occurrence, but it's often enough that I can make a list on here of affected complaints that just got shrugged off, yet MSI doesn't change anything.
 
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Works just fine with my girlfriends gpu in my system, and the faulty gpu is doing the same in hers.

Did you not see the troubleshooting steps I've done?
 
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The card they sent was clearly used, but I don't see any evidence it was taken apart.

Original warranty sticker intact, bent fins on the cooler, but no tool marks on the screws and dust under the cooler.

Serial stick looks like it was partially smudged off

Probably a mined card that was turned in and just sent back out.
 
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Raise it with MSI again, and I would get in touch with Bureau of Consumer Protection if they can't resolve it properly.
 
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