RMA Process Says Invalid Serial Number?

[snmavroni127402a7]

Contacted MSI tech support yesterday evening about my keyboard sometimes adding double characters as I type. I posted about it here before. The RMA page doesn't recognize my Vigor GK50 Elite TKL LR US gaming keyboard serial number which is S1104US289CLA10332000703 that I registered online with my Amazon receipt document purchased December 17, 2023. I can't complete the process to return it under warranty for a replacement. I tried 3 different web browers; Chrome, Edge, and Safari on my iPad too. The RMA form says invalid serial number. The MSI RMA page isn't checking the equipment registration database correctly. What am I to do but complain the keyboard is defective adding intermittent double characters (for a, e, f, h, i, o) as I type from it. I had to remove the GK50 from my PC and using a cheap $10 generic keyboard that works 100% of the time! It's like tech support gave up on me after 6 emails of no help. I'm past the January 31, 2024 date when I could have returned it to Amazon for a refund. MSI seems to have abandoned one of their customers over their webpage issue!

 

[snmavroni127402a7]

I went back and submited the RMA request even though it doesn't accept the serial number as written on the bottom of the keyboard and on the box which i still have:

* This Serial Number is invalid.
Please click the link to locate the serial number and click "Go Back" to re-submit, or continue to click "Submit" to submit your RMA form (RMA request will remain pending and further re-submission may require)

Thank you for using MSI online RMA request form, your RMA request has been received.
* Please allow 2 working days to process your RMA request, and you will be emailed your RMA number and shipping instructions. (Exception: Holiday seasons may cause processing delays)
* For "invalid serial number" application, you will receive an email with further information of re-submission, please note your RMA request will remain pending until correct serial number is re-submitted.

(Edit - They emailed me the RMA shipping info. Funny on that it listed the part number and model number and everything looks valid.)

 

[Nichrome]

Hi
Yeah it is quite unfortunate, MSI's systems aren't the best. Lots of inconsistencies and other issues.
As you got it from Amazon, you may also want to try and ask Amazon to help with it. If you tell them MSI's system refuses to proceed because apparently the S/N is invalid they are likely to help.

 

[snmavroni127402a7]

Hi
Yeah it is quite unfortunate, MSI's systems aren't the best. Lots of inconsistencies and other issues.
As you got it from Amazon, you may also want to try and ask Amazon to help with it. If you tell them MSI's system refuses to proceed because apparently the S/N is invalid they are likely to help.

I did chat with Amazon. Three different reps. Was hoping they'd forgive 2 weeks late on the refund policy. But they seemed to sympathize with my issue and could only advise me to contact higher up in MSI customer service to complain. I decided however to submit the RMA web form even though it told me my correct serial number was invalid. I was suprised when shortly after I did get the RMA email with shipping information. I hope shipping UPS or FedEx per the instructions isn't costly. They suggested tracking with insurance but I'll just ask for tracking. All I know they better send back a different unit and not the same serial number one I sent as NTF or something. I'll even accept a refund. I know it's the MSI keyboard that's bad because this cheap generic membrane keyboard I'm using now hasn't messed up once with double characters since swapping it last night.

 

[Nichrome]

Double press on keyboards is fairly common. Most of the time it either develops within couple of months, or not at all. Been through 5 keyboards within 2 years before I landed on one that didn't produce this problem.

 

[snmavroni127402a7]

So I went to ship it to MSI and because they want it in a larger box for protection it would cost me $33 to ship to California. It cost me $52.76 from Amazon. I don’t think it’s worth shipping it now and will just invest that shipping fee into a new gaming keyboard from another brand. I’ve been looking at reviews on the Logitech G213 Prodigy RGB gaming keyboard with the built-in wrist rest for $49.99 instead or the have a nice looking TKL as well. It’s a shame a less than 2 month old mechanical keyboard is headed for the trash can.

 

[Nichrome]

That's some crazy shipping prices. But well, that's an alternative as well at this point.

 

[snmavroni127402a7]

I hate to bail ship, at least my motherboard is MSI that came with my Micro Center PowerSpec G-442. I ended up writing tech support that I will not be shipping the defective under warranty keyboard to them and would invest my shipping charge into a new keyboard instead. Today I ended up ordering the nice full featured Tecware Phantom+ RGB 87 key TKL hot-swappable Wraith linear switches. It cost about the same as the MSI. It even comes with 4 spare Tecware Wraith switches. It has ABS double-shot keycaps. I could swap them out with their PBT caps kit if I buy it later on. Hopefully this new one will hold up. At least it's upgradable for some level of futureproofing.

 

[Nichrome]

Yeah, I can imagine how frustrating that is when shipping cost matches the price of the product itself. It also sucks MSI doesn't offer shipping there and back at their cost. But on the other hand it makes sense.
Hopefully this one works fine for you.