DON'T BUY MSI THEY MIS-SOLD TOP SPEC GT SERIES LAPTOPS with MXM Graphics

MrMojoRisin · 27 Jan 2017 at 09:13

Did the invoice come from the same person who said you wouldn't have to pay?

If you have it in specified in writing that the fee - covering parts and labour - would be waived then you should be ok - just point it out to them. As long as it is explicit and in writing you should be legally covered I would imagine

tropicola · 27 Jan 2017 at 10:07

MrMojoRisin said:
Did the invoice come from the same person who said you wouldn't have to pay?

If you have it in specified in writing that the fee - covering parts and labour - would be waived then you should be ok - just point it out to them. As long as it is explicit and in writing you should be legally covered I would imagine

Email game from Neil sales manager
Invoice came from repair centre

Neil said he is going to ring them

So now we wait longer.....

And theres no way im paying

It was agreed and its warranty and its supposed to be an upgrade anyway...

MrMojoRisin · 27 Jan 2017 at 11:02

The larger the company, the longer these things take, but at least its moving forward.

It sounds like this Neil is making an effort to help which is good.

How did you initiate the upgrade by the way - was there a website?

MiSJAH · 27 Jan 2017 at 11:19

MrMojoRisin said:
The larger the company, the longer these things take, but at least its moving forward.

It sounds like this Neil is making an effort to help which is good.

How did you initiate the upgrade by the way - was there a website?

You really are missing the point.

As customers we are being made to pay for upgrades that are not required specifically on the grounds that MSI cannot fulfil it's advertising.

Initially MSI only made customers aware of the trade-in scam via third party forums, eventually they added a section purely for the US customers on the MSI.com website.

tropicola · 27 Jan 2017 at 11:44

MrMojoRisin said:
The larger the company, the longer these things take, but at least its moving forward.

It sounds like this Neil is making an effort to help which is good.

How did you initiate the upgrade by the way - was there a website?

through their upgrade program email the uksupport notebook team

and yes but do you think August 2016 to February 2017 is an acceptable time frame to have resolved this issue?

No it isn't, MSI have shown they have no agility or customer service on this one.

wonder how many customers/future customers they have lost because of this one issue that could have been resolved so easily (yes they lose a bit of money, but they are going to lose money from the program + MASSIVE impact on future business, dumb move if you ask me)

Edit neils on it, miscommunication again it seems

Should have revised stuff today but no gaurentees

MrMojoRisin · 27 Jan 2017 at 13:54

MiSJAH said:
You really are missing the point.

As customers we are being made to pay for upgrades that are not required specifically on the grounds that MSI cannot fulfil it's advertising.

Initially MSI only made customers aware of the trade-in scam via third party forums, eventually they added a section purely for the US customers on the MSI.com website.

If you don't require the upgrade what are you complaining about? :confused:

MiSJAH · 27 Jan 2017 at 13:59

MrMojoRisin said:
If you don't require the upgrade what are you complaining about?

Just to bring you upto speed.

The upgrade required is the GPU.

Not a newer CPU, RAM, or SSD.

So why should the customer cover the costs of the hardware that they do not require, if MSI had not reneged of their advertised upgradable GPU?

MrMojoRisin · 27 Jan 2017 at 14:19

You have an Aorus laptop now though....? Shouldn't that be the end of it?

Surely you didn't buy that just to make a point to the MSI reps?

MiSJAH · 27 Jan 2017 at 14:34

MrMojoRisin said:
You have an Aorus laptop now though....? Shouldn't that be the end of it?

I don't follow your logic, because I have bought a new laptop I should accept MSI reneging on their advertising, lying in their trade-in scam program?

It's down to customers to hold business to account.

MrMojoRisin · 27 Jan 2017 at 14:41

Have you raised it with trading standards or any consumer groups?

MiSJAH · 27 Jan 2017 at 14:45

MrMojoRisin said:
Have you raised it with trading standards or any consumer groups?

MiSJAH said:
Anyone not happy with MSI's "Upgrade" please complain to the Consumer Ombusman - http://www.consumer-ombudsman.org/

Nothing MSI has done in regards to this matter has been anywhere near acceptable, make your voices heard.

I would like to point out that I have had no issues with overclockers, they sold me a great machine at a stunning price and they will continue to be my preferred etailer for future tech purchases.

MrMojoRisin · 27 Jan 2017 at 14:53

Have they responded?

have you also raised a complaint with the advertising standards authority?

krooton · 27 Jan 2017 at 14:55

I must say, this whole thing has meant MSI will be getting no money from me for any of their lines, and I have had a number of their graphics cards and motherboards in the past.

MiSJAH · 27 Jan 2017 at 14:57

MrMojoRisin said:
Have they responded?

Yes, stating MSI did not respond to their enquiry.

MrMojoRisin said:
have you also raised a complaint with the advertising standards authority?

Not as yet.

krooton said:
I must say, this whole thing has meant MSI will be getting no money from me for any of their lines, and I have had a number of their graphics cards and motherboards in the past.

And this is the shame of the matter.

I genuinely would not want MSI to lose business if they did right by their customers.

I wonder how many of the now over 270,000 unique viewers of the threads about this situation feel the same as krooton?

MrMojoRisin · 27 Jan 2017 at 15:13

I suspect they are probably indifferent to be honest. But i think your over-persistence is damaging your and your case's credibility. Doesn't the ombudsman require you to cease and desist this sort of thing while their investigation is ongoing?

I do hope you can get it resolved satisfactorily but I suspect you're going to end up just wasting a disproportionate amount of your time and effort compared to any remediation you may or may not receive.

I'm not going to stop buying MSI in light of this however - this has nothing to do with the quality of their products or their ability to fix faults should they occur.

MiSJAH · 27 Jan 2017 at 15:19

MrMojoRisin said:
I suspect they are probably indifferent to be honest. But i think your over-persistence is damaging your and your case's credibility. Doesn't the ombudsman require you to cease and desist this sort of thing while their investigation is ongoing?

I do hope you can get it resolved satisfactorily but I suspect you're going to end up just wasting a disproportionate amount of your time and effort compared to any remediation you may or may not receive.

I'm not going to stop buying MSI in light of this however - this has nothing to do with the quality of their products or their ability to fix faults should they occur.

Thank you for your contribution, alternative perspectives are always welcome.

If you still consider MSI a business you wish to do with business even after reading how they treat their existing customers, that is your risk.

No, the ombudsman requests no such thing.

I fail to see how not giving up and rolling over to MSI's misleading statements to it's customers and accepting a terrible deal does any harm.

If you had read the thread in it's entirety you would notice that there is a lot of support.

Again, thank you for your input.

krooton · 27 Jan 2017 at 15:21

MrMojoRisin said:
I'm not going to stop buying MSI in light of this however - this has nothing to do with the quality of their products or their ability to fix faults should they occur.

Perhaps not, but there is plenty of competition, and MSI often command a bit of a premium that I don't think they have earned if this is how they treat customers.

Possibly it stems from me working in a company that puts it's customer service as the number 1 priority over anything else, the culture might be rubbing off on me.

MrMojoRisin · 27 Jan 2017 at 16:03

krooton said:
Perhaps not, but there is plenty of competition, and MSI often command a bit of a premium that I don't think they have earned if this is how they treat customers.

Fair point.

I probably should go back and read most of the parts i skimmed over, but where was the poor treatment?

MiSJAH · 27 Jan 2017 at 16:14

MrMojoRisin said:
Fair point.

I probably should go back and read most of the parts i skimmed over, but where was the poor treatment?

Misleading customers by advertising something that never materialised.
Misleading customers by advertising a replacement program as being cost comparable to an MXM GPU upgrade, but actually basing it on how MSI values the customers notebook and the SRP of a new notebook.
Not making customers aware of the issue.
Taking ridiculous lengths of time to resolve.

There's more, start at the beginning of the thread and have a read through.

tropicola · 27 Jan 2017 at 17:37

MiSJAH said:
Misleading customers by advertising something that never materialised.
Misleading customers by advertising a replacement program as being cost comparable to an MXM GPU upgrade, but actually basing it on how MSI values the customers notebook and the SRP of a new notebook.
Not making customers aware of the issue.
Taking ridiculous lengths of time to resolve.

There's more, start at the beginning of the thread and have a read through.

Yup, there is a lot of wrong doings here, no matter which way you look at it, MSI customers feel screwed over and it's up to MSI to fix that. If they choose not to or give us a bum deal, we have every right to complain until we get what is owed to us. We are also entitled to share our opinion/facts and help raise awareness of this to help other gamers, we are supposed to be a "community" after all...

anyway, update from neil called me before he left work; the invoice has been cancelled and big boss man has waived it, so back to the deal now, which should be sent monday as it's too late now.

Soooo hopefully, we get a payment sent monday and i receive laptop during my week off

- I've asked if shipping can be express due to the inconvenience caused.

I quizzed is laptop model i choose available still, neil confirmed it should be, however in the event it's not a model with the same 1070 or even a slightly higher spec machine could be given if they can't honour the other one due to lack of stock etc.