wytedevil
New member
- Joined
- Aug 17, 2024
- Messages
- 0
Not that this will matter but whatever (this is my complaint email)
Dear Tommy Mo,
I am writing to express my concerns regarding the service I received from your RMA department, related to RMA #NRW24050837. I initially contacted your team to address a broken hinge and a non-functional Enter key on my laptop. I was informed that the hinge repair would be covered, so I sent my laptop in for service. I took extra precautions by purchasing a quality shipping box and paying for secure shipping to your service center.
Before the hinge broke and the screen stopped working, my laptop was functioning perfectly. However, after sending it in, I was informed that the motherboard was damaged, despite the fact that my laptop was operating normally before the screen issue. Your team insisted that I had sent in a broken computer. They offered to fix the hinge and return the laptop, which I accepted, thinking I could address any other issues myself once I received the laptop back.
Unfortunately, when the laptop was returned, it was in worse condition than when I sent it. The case was misaligned, the mouse pad was bowed up, and whatever was underneath the pad appeared to be damaged, making the mouse pad unusable. I have attached photos for your reference.
My main concern is that I was accused of sending in a broken laptop, yet your team failed to properly reassemble the case. They claimed the laptop arrived in this condition, but no mention was made of the puffiness or issues with the mouse pad in any prior communication—only the hinge and motherboard were discussed. The first time I heard about these additional issues was when I received the laptop back. Had I been informed of this damage earlier, I could have approached the shipping company to address the issue. However, since the laptop has already been returned to me and I didn’t file a claim initially, I now have no recourse. I wish your team had mentioned the puffiness or other damages in our email exchanges; this would have allowed me to investigate potential shipping damage sooner.
Given these circumstances, I am concerned about the integrity of the repairs and whether the motherboard damage occurred during your team's handling of the laptop. If the case was not reassembled correctly, it raises doubts about the overall quality of the repair work. I have refrained from opening the laptop to inspect it further, as I do not want to be accused of tampering with it.
Additionally, I need to address the unprofessional behavior of your customer service agents, Daniel McNamara and Nicholas Lievanos. I requested their supervisor's contact information multiple times, but they refused to provide it. As someone who works in customer service, I find this behavior unacceptable.
I have been a loyal MSI customer for years, purchasing several laptops for my family because of your typically excellent service. However, this situation has been frustrating and time-consuming. I believe this matter requires higher-level attention, and I respectfully request to be contacted by a Director or VP, rather than a lower-level supervisor, to ensure this issue is resolved appropriately.
Thank you for your attention to this matter. I look forward to your prompt response.
Sincerely,
ME
Dear Tommy Mo,
I am writing to express my concerns regarding the service I received from your RMA department, related to RMA #NRW24050837. I initially contacted your team to address a broken hinge and a non-functional Enter key on my laptop. I was informed that the hinge repair would be covered, so I sent my laptop in for service. I took extra precautions by purchasing a quality shipping box and paying for secure shipping to your service center.
Before the hinge broke and the screen stopped working, my laptop was functioning perfectly. However, after sending it in, I was informed that the motherboard was damaged, despite the fact that my laptop was operating normally before the screen issue. Your team insisted that I had sent in a broken computer. They offered to fix the hinge and return the laptop, which I accepted, thinking I could address any other issues myself once I received the laptop back.
Unfortunately, when the laptop was returned, it was in worse condition than when I sent it. The case was misaligned, the mouse pad was bowed up, and whatever was underneath the pad appeared to be damaged, making the mouse pad unusable. I have attached photos for your reference.
My main concern is that I was accused of sending in a broken laptop, yet your team failed to properly reassemble the case. They claimed the laptop arrived in this condition, but no mention was made of the puffiness or issues with the mouse pad in any prior communication—only the hinge and motherboard were discussed. The first time I heard about these additional issues was when I received the laptop back. Had I been informed of this damage earlier, I could have approached the shipping company to address the issue. However, since the laptop has already been returned to me and I didn’t file a claim initially, I now have no recourse. I wish your team had mentioned the puffiness or other damages in our email exchanges; this would have allowed me to investigate potential shipping damage sooner.
Given these circumstances, I am concerned about the integrity of the repairs and whether the motherboard damage occurred during your team's handling of the laptop. If the case was not reassembled correctly, it raises doubts about the overall quality of the repair work. I have refrained from opening the laptop to inspect it further, as I do not want to be accused of tampering with it.
Additionally, I need to address the unprofessional behavior of your customer service agents, Daniel McNamara and Nicholas Lievanos. I requested their supervisor's contact information multiple times, but they refused to provide it. As someone who works in customer service, I find this behavior unacceptable.
I have been a loyal MSI customer for years, purchasing several laptops for my family because of your typically excellent service. However, this situation has been frustrating and time-consuming. I believe this matter requires higher-level attention, and I respectfully request to be contacted by a Director or VP, rather than a lower-level supervisor, to ensure this issue is resolved appropriately.
Thank you for your attention to this matter. I look forward to your prompt response.
Sincerely,
ME
