ranson.157902e4
New member
- Joined
- Apr 10, 2024
- Messages
- 5
I assume this is the norm nowadays, which is quite unfortunate. Where are the days that a company stands by it's client satisfaction? The RMA process should in theory be a smooth transactional process for any warranty claims. The problem is when that process is flawed, or mistakes are made.
Mistakes happen, don't get me wrong, but why is it, your customer base suffers from these mistakes, and you, (MSI) as a company, do not take ownership for those mistakes?
An RMA was started, and the initial process seemed smooth, but then the troubles began when a lesser product was shipped, and I had to dispute the fact that I had purchased a faster version of the 3090 Ti. I don't overclock, so I paid a premium to get something that is guaranteed to provide an advantage over the base model. So I received the lesser product replacement, and started a chat two weeks ago. I was told I would be contacted by MSI - which they did attempt once, but they didn't catch me, and didn't leave a contact number, so I had to start the process again.
This time, I called in, and the representative said they will expidite the process and write notes that I wasn't happy with the solution (getting something inferior to what I had purchased) and said it would be processed sooner. I called in to check the status on Tuesday as MSI already had the card for three business days, where I was told, they are diagnosing the card... The card in question was fine, but a lesser model. Failure to communicate. I said it was just a replacement I'm looking for, and I don't know why I have to wait for a diagnostic of a good card and that they wouldn't find anything wrong with it. The representative then said they would connect with me the following day, with an ETA and the card... Again, miscommunication or empty promises.
I call today, to inquire again, and now I'm told I have to wait another week before the card is even available to be sent? I was told two weeks ago this would already be in the works. An RMA process, that you claim takes 15 business days, is now taking upwards of 30 business days, because of a bad process, bad decision making or attempt to swindle your clients out of a product that they purchased to save a buck? Do it right the first time. I mean, the supervisor didn't share any empathy, and said that the process takes 15 days. I said sure, but what you are failing to acknowledge is that this SHOULDN'T be treated like just another RMA. It should be escalated or elevated as it was the fault of MSI to begin with, that a lesser product was shipped for the initial repair.
MSI, get your act together, train on empathy, and owning the issue when it's caused by you, your staff, or a process that failed. Learn to care about your clients, not just the bottom line, and do what's right. If that means handling it correctly the first time, then fantastic. If it means doing what is needed to rectify the issue, fine, that is liveable. Don't ignore the issue and pretend it never happened and make your end users pay for your faults.
Needless to say, I will be purchasing a different manufacture's card, now that I've already wasted a month, and you will have lost a loyal client who has been buying MSI for years.
Mistakes happen, don't get me wrong, but why is it, your customer base suffers from these mistakes, and you, (MSI) as a company, do not take ownership for those mistakes?
An RMA was started, and the initial process seemed smooth, but then the troubles began when a lesser product was shipped, and I had to dispute the fact that I had purchased a faster version of the 3090 Ti. I don't overclock, so I paid a premium to get something that is guaranteed to provide an advantage over the base model. So I received the lesser product replacement, and started a chat two weeks ago. I was told I would be contacted by MSI - which they did attempt once, but they didn't catch me, and didn't leave a contact number, so I had to start the process again.
This time, I called in, and the representative said they will expidite the process and write notes that I wasn't happy with the solution (getting something inferior to what I had purchased) and said it would be processed sooner. I called in to check the status on Tuesday as MSI already had the card for three business days, where I was told, they are diagnosing the card... The card in question was fine, but a lesser model. Failure to communicate. I said it was just a replacement I'm looking for, and I don't know why I have to wait for a diagnostic of a good card and that they wouldn't find anything wrong with it. The representative then said they would connect with me the following day, with an ETA and the card... Again, miscommunication or empty promises.
I call today, to inquire again, and now I'm told I have to wait another week before the card is even available to be sent? I was told two weeks ago this would already be in the works. An RMA process, that you claim takes 15 business days, is now taking upwards of 30 business days, because of a bad process, bad decision making or attempt to swindle your clients out of a product that they purchased to save a buck? Do it right the first time. I mean, the supervisor didn't share any empathy, and said that the process takes 15 days. I said sure, but what you are failing to acknowledge is that this SHOULDN'T be treated like just another RMA. It should be escalated or elevated as it was the fault of MSI to begin with, that a lesser product was shipped for the initial repair.
MSI, get your act together, train on empathy, and owning the issue when it's caused by you, your staff, or a process that failed. Learn to care about your clients, not just the bottom line, and do what's right. If that means handling it correctly the first time, then fantastic. If it means doing what is needed to rectify the issue, fine, that is liveable. Don't ignore the issue and pretend it never happened and make your end users pay for your faults.
Needless to say, I will be purchasing a different manufacture's card, now that I've already wasted a month, and you will have lost a loyal client who has been buying MSI for years.