MSI warranty service check

Cataulin

[H]ard|Gawd
Joined
Nov 22, 2010
Messages
1,099
So Ive had to send in my x399 Carbon pro gaming ac because of a bad bios. it showed 11 then 07 on the bios codes and wouldnt boot from there. its been a week now and I get an email today saying they cant fix it due to a slightly misaligned fan header missing some plastic on it.

you can see the pictures below:


I was wondering if we have a MSI rep to chime in and tell me this is a normal routine to deny repair on something that wasn't the problem in the first place. And I know it wasn't in this condition when I sent it in as it was wrapped in a static bag with layers of buble wrap since I wanted to keep my box for display(proudly might I add). Since this was my first time doing a RMA for a motherboard I expected more and wasn't smart enough to take pictures. I've done Intel motherboards that had burn damage they could repair no problem so Im really questioning why they decided to go the cheap route and deny me.

Did I fuck up by choosing MSI? Has anyone else been screwed like this?

Sorry for the bad english. its acutally my first language but I've been thru so much shit in the past year I've forgotten how to type.
 
Last edited:
  • Like
Reactions: tived
like this

Furious_Styles

[H]ard|Gawd
Joined
Jan 16, 2013
Messages
1,951
Asus caliber screwjob there if I do say so myself. I'd be pissed, I could easily fix that header with a pair of pliers. If you just need a bios reflash/replacement I can fix that as well, PM me if necessary.
 

Azrak

Gawd
Joined
Oct 4, 2015
Messages
986
You can't make this stuff up.

Hey MSI (is there an MSI rep on here?), a couple of bent pins and broken plastic on a fan header is not a good reason to deny a warranty claim on a failed BIOS.
 

sabrewolf732

Supreme [H]ardness
Joined
Dec 6, 2004
Messages
4,497
I am still waiting for an MSI rep to answer me regarding a claim I put in a week ago, weeeeeee. I own an MSI motherboard and monitor, will not be purchasing MSI again.
 

viivo

[H]ard|Gawd
Joined
Sep 7, 2005
Messages
1,698
As always in these situations the solution is to press the issue as far up the ladder as you can. They want you to accept the decision and move on, but if you keep telling the call center drones that you want to speak to a supervisor or someone in a managerial position and complain to them you will get your way, if only so they can get rid of you.

It sucks it has to be that way and it really makes we the consumer feel like an entitled dipshit, but if you know you're in the right it doesn't matter.
 

ashmelev75

[H]ard|Gawd
Joined
Nov 29, 2007
Messages
1,685
Remind them that they need to comply with "Magnuson–Moss Warranty Act". Unless they can prove that a broken fan header is the cause of the BIOS issue, they can not decline the warranty.
 
Joined
Feb 13, 2003
Messages
588
Now I'm second guessing my decision to buy a MSI MPG Z390 Gaming PRO Carbon board. Maybe I will go with the Gigabyte board after all.
 

Cataulin

[H]ard|Gawd
Joined
Nov 22, 2010
Messages
1,099
I called at 12 noon eastern time and Im waiting for a call back since asking for a manager/supervisor resulted in 10+ minutes of waiting. Im pretty sure this motherboard has a 3 year warranty on it. this is ridiculous.

ashmelev75
Thanks for the advice. Im going to use this. this was my virtual server to learn to be a network/sys admin and I cant afford a new board for another 400 dollars. I literally just realized i had the clocks for my ram set wrong and just got them fixed.
 

thesmokingman

Supreme [H]ardness
Joined
Nov 22, 2008
Messages
6,435
That's messed up. Point them to this thread if they want to give you a hard time. You'd win if you sue.
 

Rvenger

2[H]4U
Joined
Sep 12, 2012
Messages
2,209
Send this to Svet over at MSI support forum. He is likely in contact with MSI support as he's the admin over there.

I was a former support mod there years back. Not sure if he will remember me.. but he can see my history. My username is Rob.
 

Cataulin

[H]ard|Gawd
Joined
Nov 22, 2010
Messages
1,099
I got the mother board back today. The corder in the image is litterally chipped. but they fixed the bent pins. we will see if I can get it to work. I dont want to press to much since they were quick in admiting a fault happened although I had to contact them via phone(which I hate).

I'll update today or tomorrow. Its my birthday. its a nice gift to have my desktop back.
 

ir0nw0lf

Supreme [H]ardness
Joined
Feb 7, 2003
Messages
6,381
In my decades of IT work it infuriates the living crap out of me when this kind of stuff happens. Stinks you had to deal with this level of annoying from them. Thankfully I have to rarely RMA stuff. [I think 1 item this year]
 

SticKx911

2[H]4U
Joined
Mar 14, 2004
Messages
2,450
My only rma experience with msi a few years ago was actually really good. I sent a board in for pins I bent by mistake. I owned that, and they said they’d swap it for like $40 or something since it was my fault (~$250 board). They never even asked for payment and just swapped it out.

I’d go one of 2 routes: ask how much a replacement would be if it’s under warranty and un-repairable or escalate.

You didn’t damage it, but they will definitely deny the crap out of it. (Someone dropped it opening it and are not going to admit it kinda thing). If they’re offering to do a warranty replacement for a fraction of the cost of a new one, I wouldn’t even exert the effort to fight, but that’s me.
 

Kuchtr

n00b
Joined
Oct 17, 2020
Messages
1
So Ive had to send in my x399 Carbon pro gaming ac because of a bad bios. it showed 11 then 07 on the bios codes and wouldnt boot from there. its been a week now and I get an email today saying they cant fix it due to a slightly misaligned fan header missing some plastic on it.

you can see the pictures below:


I was wondering if we have a MSI rep to chime in and tell me this is a normal routine to deny repair on something that wasn't the problem in the first place. And I know it wasn't in this condition when I sent it in as it was wrapped in a static bag with layers of buble wrap since I wanted to keep my box for display(proudly might I add). Since this was my first time doing a RMA for a motherboard I expected more and wasn't smart enough to take pictures. I've done Intel motherboards that had burn damage they could repair no problem so Im really questioning why they decided to go the cheap route and deny me.

Did I fuck up by choosing MSI? Has anyone else been screwed like this?

Sorry for the bad english. its acutally my first language but I've been thru so much shit in the past year I've forgotten how to type.
I refuse to purchase anything MSI again. I purchased a gaming laptop on Amazon for Christmas 2018. By xmas 2019 the motherboard was bad. Because I purchased the package in November yet my son didn’t get it until Xmas day they wouldn’t cover the motherboard because it was out of warranty. They would however give me a “deal” to replace it for $750. This company has terrible customer service. This was my second and LAST purchase from them. I tell e eryone they sick! I requested to speak to a supervisor. He didn’t help either. Spend your money elsewhere.
 

Dan_D

Extremely [H]
Joined
Feb 9, 2002
Messages
57,226
So Ive had to send in my x399 Carbon pro gaming ac because of a bad bios. it showed 11 then 07 on the bios codes and wouldnt boot from there. its been a week now and I get an email today saying they cant fix it due to a slightly misaligned fan header missing some plastic on it.

you can see the pictures below:


I was wondering if we have a MSI rep to chime in and tell me this is a normal routine to deny repair on something that wasn't the problem in the first place. And I know it wasn't in this condition when I sent it in as it was wrapped in a static bag with layers of buble wrap since I wanted to keep my box for display(proudly might I add). Since this was my first time doing a RMA for a motherboard I expected more and wasn't smart enough to take pictures. I've done Intel motherboards that had burn damage they could repair no problem so Im really questioning why they decided to go the cheap route and deny me.

Did I fuck up by choosing MSI? Has anyone else been screwed like this?

Sorry for the bad english. its acutally my first language but I've been thru so much shit in the past year I've forgotten how to type.

Unfortunately, I have had a similar issue with a 980Ti from MSI. They bent the shit out of the heat sink fins said it was fixed, and it wasn't. I rarely have issues with their products but so far RMA service hasn't worked for me.
 

Shoganai

Gawd
Joined
Dec 5, 2018
Messages
899
I refuse to purchase anything MSI again. I purchased a gaming laptop on Amazon for Christmas 2018. By xmas 2019 the motherboard was bad. Because I purchased the package in November yet my son didn’t get it until Xmas day they wouldn’t cover the motherboard because it was out of warranty. They would however give me a “deal” to replace it for $750. This company has terrible customer service. This was my second and LAST purchase from them. I tell e eryone they sick! I requested to speak to a supervisor. He didn’t help either. Spend your money elsewhere.
It was out of warranty. You would’ve had the same experience with any other company. I dislike MSI for other reasons, but that certainly isn’t one of them. I always purchase extended warranties for anything expensive now because everything seems to conveniently crap out around the one year mark.
 

tived

Weaksauce
Joined
Aug 31, 2006
Messages
117

I sent a MSI Prestige creation X570 back after a bad bios failure, from a bios provided by them. Then the retailer told me that there was some wear on one of the screw mounts.

I told them to keep pushing for a replacement of refund. but I can imagine I will be looking at a full four week turnaround. I have acquired another board from MSI the MEG X570 which is running ok.
Those who may not have been around the block as some of us :angelic: :( yours truly, that may be accepted as OK, maybe I did something to damage it. However, I know that isn't the case! No damage was done, and in my case, the tightening of the screw to mount the board, is not a reason for the board to stop operating.

Refund! if not forthcoming - I will push for more compensation, potentially take the retailer to see the little Big man at the local court house!

Keep pushing! I hope it works out for you

Henrik
 
Top