• Competitor rules

    Please remember that any mention of competitors, hinting at competitors or offering to provide details of competitors will result in an account suspension. The full rules can be found under the 'Terms and Rules' link in the bottom right corner of your screen. Just don't mention competitors in any way, shape or form and you'll be OK.

MSI support?

Nodiggidy123

Nodiggidy123

Nodiggidy123

Soldato
Joined
8 Apr 2008
Posts
3,076
Location
a galaxy far far away
anyone got a telephone number for them? ive logged a ticket a week ago and had 0 response.

also it says this on the website.
"If you have an MSI component which is listed below and would like to apply for warranty service please return it to the place of purchase as MSI only gives technical support for these products:@" which only seems to apply to laptops.

the cards have a 3yr warranty but am i supposed to use ocuk?
 
no component support number is available i'm afraid, we offer direct component RMA service if the reseller fails to carry out their duties but generally the reseller handles tech support nad RMA.

we offer phone support on notebooks and all-in-one PC but when you realise the primary difference between customers who require support on laptops and customers who build their own PC you will probably understand why this is the case.

tell me what the issue is, model, when bought and from whom
 
Last edited:
its a pair of rev1 r6950s purchased from ocuk

im getting a sudden loss of display when playing games. temps go up to high 80s in a antec 1200

its seemingly worse with vsync turned off (presumabley because the gpus are working harder?)

when it happens i hear the fans ramp up and it requires a system reset to work again.

if i run a custom fan profile. it doesnt seem to happen, are the cards overheating?

also i can seemingly run the heaven benchmark and i cannot recreate the fault.

im using a bfg branded 800w psu and rest of rig in my sig
 
Last edited:
ScottiB said:
no component support number is available i'm afraid, we offer direct component RMA service if the reseller fails to carry out their duties but generally the reseller handles tech support nad RMA.

we offer phone support on notebooks and all-in-one PC but when you realise the primary difference between customers who require support on laptops and customers who build their own PC you will probably understand why this is the case.

tell me what the issue is, model, when bought and from whom
Click to expand...

perhaps ocuk could update there support section to state this?
 
i doubt that it's a temp issue if heaven doesnt trigger it.

Maybe try furmark & log the temperatures, if they don't crash out under furmark then no game is going to get close. If you get a failure, try each card independently, if you do this and they reach higher temps without failure then you know it's not solely temp related.

80C shouldnt be an issue. As far as I know AMD don't trigger the thermal protection until arounc 95C.

BFG plled out of the UK & took their PSU's with them a couple of years back so there is a slim chance that the PSU is not up to the job & unstable voltages are causing a crash.

the black screen & fan speed indicates card/driver failure but the actual trigger is what we need to investigate.
 
Last edited:
PSU IMO is the issue. I had the same issue when running a 700watt PSU and a single 580, screen would go blank. Turned out it was the PSU was on the way to the component heaven.
 
Nodiggidy123 said:
anyone got a telephone number for them? ive logged a ticket a week ago and had 0 response.

also it says this on the website.
"If you have an MSI component which is listed below and would like to apply for warranty service please return it to the place of purchase as MSI only gives technical support for these products:@" which only seems to apply to laptops.

the cards have a 3yr warranty but am i supposed to use ocuk?
Click to expand...

Hi, I thought I would mention that I also made an rma about a month ago and msi never responded. Why have a ticket service if they intend for the reseller to carry out that service? I sent my faulty motherboard to ocuk who are now sending it back to msi. What's the point? why have a middle man carrying out the service? I also had a faulty motherboard with gigabyte and they were very professional. It took about 2 weeks to have my motherboard fixed and they dealt with it direct. Can I also ask Scotti, why its not mentioned on MSI's site that motherboard rma's are dealt with by the retailer?
 
in an attempt to clarify.

the ticket system is for tech support, reporting issues, trying to find answers. This is operated by our HQ engineers. it's kinda like a IT issue reporting system in a major company.

It gives our engineers direct access to issues and hopefully gives end users direct access to answers. I personally have no experience of how well this works but as they do not handle RMA's themselves this would be the wrong place to simply request an RMA.

We also have a support section on our official forums btw, this is manned by many of the same people.

our direct RMA service is operated by a team in the Netherlands, they do not offer tech support, they only provide and handle RMA's and typically only RMA's from resellers direct or customers whose reseller has refused to help them out. I have visited this RMA centre and to give you some idea, when I was there last December they were operating a 48 turnaround from receipt to dispatch

We offer a three year warranty, the terms provided to our major resellers provide special terms in exchange for their agreement to handle the full three years of that warranty. This is a new arrangement made at the time that we extended our warranty from two to three years. The terms of our RMA provide a maximum 14 day turnaround for resellers (typically half that) from the day they ship the fault card out to the day that they receive the replacement.

The simple answer why we operate the RMA system like this is that the reseller will test the board and return them in batches. We can then replace the product and get the replacement back to the end user much faster than having to receive, test and dispatch multiple RMA's from multiple different people. in general, this method provides much better serviceas it allows us to keep turnaround times to a minimum, it also allows the reseller more freedom to handle the RMA by their own methods.

I hope this helps
 
Last edited:
That's great to know, and thanks for the fast response. So if your products have a 3 year warranty, the reseller will ship them to you? and this will be dealt with by the reseller?
 
yes but feel free to contact me if you have any issues with the reseller. I've found that not all staff at all resellers have gotten the message about the change in RMA terms.
 
This is annoying. There seems to be no way to ask for direct RMA from MSI in Europe then? It took me a ****ing whole month to get a replacement for my 6950 Twin Frozr II via OcUK, which I consider is 1/10 of the total lifespan of the graphics card.
 
You must log in or register to reply here.
Back
Top Bottom