What is a working method to contact MSI USA about a purchase?

Q

quinar1242029f

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I have read that this is only a user forum, and I have reviewed this thread - https://forum-en.msi.com/index.php?threads/how-to-contact-msi.107326/. I just am a bit lost on where else to reach out.

I tried chat twice ( https://ccc.msi.com/msi_chat_service/us ), both times they said they are tech support only and directed me to the contact page

I tried the toll free customer service number three times, each time it's a message saying use the website. I realize it says temporarily unavailable, but it's the one CS number given on the store page and in emails.

I submitted a return request through https://us-store.msi.com/contact?inquiry=Returns & RMA but have received no response.

I submitted an email to usstore@msi.com 8 days ago and received no response.

I didn't register at the time of order, but used the same email address that I ordered with. There is no purchase history under my account and I do not know how to add the purchase I did make. So I do not see a way to go from the account page to initiate a return.

I did receive order confirmation, shipping notification, delivery notice, and registration emails, so the automated messages are reaching me with no issue.

If any other US users have had success in getting a response, I would appreciate some guidance. I'm not sure if a web ticket is appropriate as it isn't a technical issue.
 
I've usually called them, as that was the only way to actually get a hold of someone to get things moving. That's really the only suggestion that I have.
 
quinar1242029f said:
I submitted an email to usstore@msi.com 8 days ago and received no response.
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Never heard of Christmas break? :)
Give them few more days, they probably just came back to work and have a massive backlog.
But calling them is also the quicker option as the phone rings immediately.
 
Nichrome said:
Never heard of Christmas break? :)
Give them few more days, they probably just came back to work and have a massive backlog.
But calling them is also the quicker option as the phone rings immediately.
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I have heard of Christmas break. I have also gotten immediate replies from MSI tech support and MSI warranty in my attempts to contact someone in customer service. This means they are not on Christmas break. Christmas was ten days ago. :)

The phone number is unavailable. It says so on the website and in the emails I received updating the order. I called it three times anyway. The recorded message says to use the website. I used the other contact options on the website. They didn't work, except to get replies from tech support and warranty, who each said to contact customer service/sales. Which at this point appears to be physically impossible.
 
darkhawk said:
I've usually called them, as that was the only way to actually get a hold of someone to get things moving. That's really the only suggestion that I have.
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Thanks. I'll give it a bit more time, but unfortunately I might have to contact my credit card company.
 
Finally got a return label emailed to me. Not sure what did it, as since my last post I emailed the US store again, responded to two surveys, and submitted on the contact page a third time. I also called the number 3 more times, but of course that still doesn't work. I believe that makes it at least 16 days that the number is not monitored by a person and the recording tells you to use the website. Meanwhile, chat, contact forms, web tickets, and email all don't result in anything useful within a couple of business days. A couple options will include general, return, or order inquiry as reasons on the initial page, but then you get told that it isn't for sales or CS questions by a tech.

I'll update if I also get my money back.
 
Oh man.. Not surprised this gets frustrating.
At least some progress was made.
 
Great, finally! Thanks for letting us know
 
quinar1242029f said:
Finally got a return label emailed to me. Not sure what did it, as since my last post I emailed the US store again, responded to two surveys, and submitted on the contact page a third time. I also called the number 3 more times, but of course that still doesn't work. I believe that makes it at least 16 days that the number is not monitored by a person and the recording tells you to use the website. Meanwhile, chat, contact forms, web tickets, and email all don't result in anything useful within a couple of business days. A couple options will include general, return, or order inquiry as reasons on the initial page, but then you get told that it isn't for sales or CS questions by a tech.

I'll update if I also get my money back.
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So what actually worked for you, calls or email/website application?
 
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