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980ti broken under warranty- but who to send to?

arby1

arby1

arby1

Associate
Joined
18 Aug 2009
Posts
213
My msi 980ti freezes whenever temps get to 70c, even at default settings. If i drop the power limit to below 90% I can keep it stable, so in my mind, it's totally screwed. Do you agree?

Anyway, I finally found an RMA form for MSI but it says that for graphics cards you should return it to the place of purchase. I bought it from dabs 18 months ago, they've been bought since by BT, but on their website they say "If your goods become faulty after delivery, we will always instruct you to contact the manufacturer directly for a warranty repair or replacement. "
So, who do I send it to? After 18 months I would have assumed it was to MSI.....
 
should be with the manufacturer as its past the 12 months time for the retailer.
 
That's what I assumed, so it's a bit off that their official RMA form states "Please use this web-form only for RMA-applications with regards to MSI-systems (i.e. notebooks, netbooks, All-In-Ones, nettops, Wind-PCs, full systems). Do not use this form to apply for component-RMAs, such as for mainboards, VGA cards and multimedia peripheral devices. For these type of rma requests you should return it to the place of purchase."
So I should just fill out the form then anyway I assume?
 
Please use this web-form only for RMA-applications with regards to MSI-systems (i.e. notebooks, netbooks, All-In-Ones, nettops, Wind-PCs, full systems). Do not use this form to apply for component-RMAs, such as for mainboards, VGA cards and multimedia peripheral devices. For these type of rma requests you should return it to the place of purchase.

MSI hotline phone number (+44) 020 3608 5252 or email [email protected]

Lots of people have msi boards (see sig)etc so how do they get them rma'd if broken
dealers only usually support for 1 year.
MSI rep available?
 
I tried filling in the form anyway- it won't recognise my serial number within the rma form, even though it recognised my card using the same number when registering it. So they've made it certain that you can't use the form for GPUs and motherboards. Looks like I'll have to call them in the morning as their support line closes at 5:30.
 
Always contact the retailer first - that is who your contract is with, if they want you to contsct the manufacturer then they will have to supply contact details.

If they give you any crap then just do a CC claim.
 
Another number
MSI
Telephone:
0870 820 0009

Also
  • What this means for dobs.com customers
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Contact us as usual for after-sales help
We know that after-sales care is important. If you need to contact us about your dobs.com account or any existing Dobs orders, we’ll still be here to help. Just contact us exactly as you did before.
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Worth phoning them on the off chance, did you have a dobs login?

the msi rep on the forums is Loki
 
Last edited:
lude1962 said:
Contact us as usual for after-sales help
We know that after-sales care is important. If you need to contact us about your dobs.com account or any existing Dobs orders, we’ll still be here to help. Just contact us exactly as you did before.
If you need to speak to a customer services advisor, you can call us between the hours of 9am and 5pm Monday to Friday. Our customer services Freephone number is 0800 917 0510*.

Worth phoning them on the off chance, did you have a dobs login?
Click to expand...

That great. Thanks!!
I don't have a dabs login, but i have the invoice with order number etc so it's worth a shot.
 
and loki's email from another post, hes still active
neilreid (nospaces) at msi (dot) com

let us know how you get on, if you have to deal directly with msi as it will influence future purchases (hello evga)

though I'd still like a reply from loki as a look at some of OC's competitors the warranty is direct with msi after 1 yr
 
Update: Got hold of BT and they were helpful- they confirmed it was under warranty for 3 years and they would sort me out a refund, they just needed to transfer me to MSI to confirm with them that there's a problem and they'll give me an authorisation code for the return. Obviously it wasn't that easy though. I explained it to MSI and all I get back is the blanket response about I have to send it to them at my cost for repair. So, is that my only option then, despite BT telling me that they will happily sort out a refund if only MSI can confirm there's an issue?
 
Martini1991 said:
BT should be handling the return as they're obliged to deal with MSI on your behalf.
Click to expand...

^ this, anything other than sending it to the retailer is a cop out on their part, don't accept anything else

put it in writing (email is fine) - if you are just calling up then you'll be getting call centre staff who are just reading off a script rather than knowing what their actual obligations are
 
I told BT that msi wouldn't actually discuss the fault and just told me to return the card to Poland. BT immediately told me that isn't right, that I should forward the emails to them and they'll arrange for the card to be tested by them with a refund if faulty.
 
run one of the gpu benchmarks ie heaven to check it does freeze, include that in problem , they may just plug it in and not stress test it
 
lude1962 said:
run one of the gpu benchmarks ie heaven to check it does freeze, include that in problem , they may just plug it in and not stress test it
Click to expand...

I don't have any clue of who/how they test them. You're right though, that if you just plug it in it works just fine into windows, it's only when loading it up above ~85% usage that it conks out.
 
Martini1991 said:
Are you sure it's not your PSU?
Click to expand...
I can't be sure, but it is a relatively new Corsair rm-850, it works fine with my 970 (less power draw I know), but I think the biggest factor is that if I ramp up the fan on the GPU to 100% it takes a lot longer to crash (minutes instead of 10 seconds). In my mind that narrowed it down to definitely be the GPU, but am happy to be corrected!
 
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