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MSI 2016 RMA Experience

Dave2150

Dave2150

Dave2150

Soldato
Joined
31 Oct 2002
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I'm in the process of RMA'ing my 390X, and I thought I'd document the experience here. This is my first RMA with MSI, I've heard some horror stories so I guess it's time to see if they are true!

I sent back my MSI 390X to OCUK on Friday the 18th. It had a faulty Display Port connector, resulting in frequent black screens on any display port monitor.

I had an email from OCUK this morning to say that they had received the 390X. Less than 30 minutes later, I had another email to say that the 390X has been sent back to MSI for repair/replacement. Excellent service from OCUK, very fast turnaround on their part! :cool:

The email stated it can take 28 days for a repair/replacement to arrive. I'll update this thread when I hear anything.

Worth noting that the 390X was ordered 8 months ago, and has a 3 year warranty. The card was sent back in mint condition, no scratches or wear of any kind.

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Update 01/04/2016 - OCUK received my 390X on the 21st of March. They tested it, confirmed it was faulty and shipped it off to MSI HQ for repair/replacement (in the Netherlands I believe). Bailey (ocuk staff) informed me that the 28 day period in which MSI have to repair/replace will commence the day they receive the GPU.

Update 08/04/2016 - Received RMA replacement 390X. The GPU works perfectly, though has several scratches/scuff marks on the backplate, lowering resale value.
 
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My money is on it taking 28 days before they need a reminder and then they'll spring to action.
 
Disco_P said:
My money is on it taking 28 days before they need a reminder and then they'll spring to action.
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That did happen to me before with a titan, although not MSI.

I didn't hear anything for 27 days and emailed them to remind them that it was almost 28 days, next day a new card was sent out.
 
OCUK are very good with there RMA service i have returned a few faulty things and it has been sorted fairly quickly i think the only 1 thing that did take the 28 days was an asus motherboard but a quick PM to customer service on here and it was sorted a new board had been dispatched the same day
 
Update, for those interested and for prospective MSI purchasers:

OCUK received my faulty 390X on the 21st of March, confirmed it was faulty and sent it off to MSI HQ, which I believe is either in the Netherlands or Poland.

From speaking to Bailey (OCUK staff) in the CS forum, the 28 day period that MSI have to replace/repair my 390X starts upon the day MSI receive it.

Assuming it will take a few days to reach Poland/Netherlands and assuming they will take the full 28 days (Bailey suggested MSI often do), it looks like I can expect my replacement GPU at the end of April or beginning of May.

If it does take that long I'll be quite disappointed and will most likely stay away from MSI products in the future. EVGA's warranty sounds absolutely fantastic by comparison, though sadly that locks me down to NVIDIA only.

OCUK have been excellent so far in dealing with my RMA - they tested and shipped my GPU off to MSI the very same morning they received it. They even returned my retail box/accessories the next day via DPD, free of charge, so big thumbs up to them!
 
The 28 days starts the day the retailer gets it, your contract is with OCUK, not the manufacturer

I really cant see how a manufacturer can excuse having the card more than a week before deciding what to do.
 
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Well speaking from past experience of an Rma with MSI on a 980ti seahawk it took them 28 WORKING days (not including weekends or bank holidays) to decide they couldnt replace it as they dont make them any more so i got it refunded.

I wasnt a very happy bunny considering i had purchased 2 of them to run sli. Went and bought an Evga one after and will never buy anything from Msi again.
 
Darren777 said:
Well speaking from past experience of an Rma with MSI on a 980ti seahawk it took them 28 WORKING days (not including weekends or bank holidays) to decide they couldnt replace it as they dont make them any more so i got it refunded.

I wasnt a very happy bunny considering i had purchased 2 of them to run sli. Went and bought an Evga one after and will never buy anything from Msi again.
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Working days? My god. I wish there was an accurate and up to date detailing of RMA procedures for each manufacturer, easily available on the forums.

Would be an awesome sticky - clearly showing which manufacturer has the best/worst policies.
 
Good luck with that. I had a 780Ti die on me that was under a year old. Cost new was £500. It was an 'overclocked out of the box custom cooler' jobby. Now at this point 980/980ti were available and the exact 780ti I had was by now out of stock/eol. I was initially sent a reference 780ti which I refused and then asked what I wanted as a replacement but to bear in mind it would have to be at the value a 780Ti was now selling at which was a little over £300. I settled on a custom 970. Happy-ish but somewhat miffed (the actual turnaround from OcUK and service from them was very good). I could kind of see where they were coming from but when you've had a £500 card die on you, which to me is a significant investment for a computer component, the most I've ever spent on a card, you kind of expect a £500 card back. I'm not sure if that's me being unreasonable or not but it does make you question warranties on such things.

Bailey was an absolute star, quick to respond and very helpful and the 970 has been faultless and performs similarly to the 780ti I had and it hasn't put me off buying from here, though I wouldn't spend such an amount on a graphics card again.

Dave2150 said:
Cheers :)

If I haven't heard anything by April 18th (28 working days) I'll be within my rights to request a refund or brand new replacement I assume.

Will keep the thread updated with any updates.
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Dave2150 said:
Cheers :)

If I haven't heard anything by April 18th (28 working days) I'll be within my rights to request a refund or brand new replacement I assume.

Will keep the thread updated with any updates.
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Yes you are entitled to either an equivalent replacement (with the same amount of warranty remaining as the product you sent in) or a refund - although the refund is allowed to take some account of the useage youve had

If they offer you a crap payout then take it to the credit card company as more often than not they will just give you a full refind as its not worth fighting
 
My CC company informed me(when somewhere else backtracked from a refund to a partial refund:eek:) they can only partial refund if the exact item bought isn't available/eol and>6 months old, but if it is still available to purchase, you are due at least a replacement and I wasn't to accept a partial refund, only accept replacement or full refund and if they refused tell them my cc would do a charge back(she said they don't like hearing that as they know they get charged an admin fee on top of the full refund).

I got a full refund.


I should add though that the only gpu that's died on me bought from here(MSI 7970 OC) was refunded in full as MSI had stopped making it, so far never had any grief from OcUK returns.
 
I feel the same old thing happening like it does time and time again, companies dragging heals in replacements.

I hope you get a quick turn around I really do, but when companies have to shell you out a replacement card because of failure they like to mess you about for as long as possible.

You sometimes wonder why they sell warranty like that if they find it hard to actually go through with it smoothly if at all.
 
Really happy with my experience - took 660 in for RMA and bloke at Overclockers tested it and said they could not find any faults so I argued that fact that I've tried everything to fix the problem so he sent it to MSI for them to test it. Sent away on the 3rd of March and received an email yesterday saying they are sending me a 4GB 960 as a replacement. Should arrive Monday!

Considering my card was 2+ years old and £150 when I first bought it and is now being replaced with a card worth £200 on Overclockers website I'm quite chuffed.
 
Update!

Received my RMA replacement today, exactly 3 weeks after I sent the card off.
Here's the timeline of my RMA experience:

18th March - Sent off the 390X to OCUK
21st March - OCUK receive and confirm the 390X to be faulty (random black screens). I assume it's sent back to MSI on the same day
8th April - Replacement 390X arrives.

Thumbs up to OCUK for the very effecient handing of my RMA - and MSI didn't take too long to process it either - again I'm not sure the exact day MSI received the card from OCUK.

Here's some pics of the card I received (note that Bailey returned my original retail box to me via DPD, the day after they received my faulty 390X):

Non-Retail box (lucky I requested OCUK to return my retail box!)
UrIXV40.jpg


amkXfuQ.jpg


Some minor scratches/chips on the backplate:
9RgfEHE.jpg


Closer detail of said scratches:
f6S9LGY.jpg


cgv5beL.jpg


So far the card seems to run very well - it's much quieter than my faulty card and runs a few degrees cooler.

I've had no random black screens (the problem with my faulty card) so far, though I'll need to give it a few days of comprehensive testing to be absolutely sure this card is working 100%.

Overall I'm pleased with how this RMA was processed. OCUK were great, props to Bailey for handling the RMA for me in the CS forum :)

I'm slightly frustrated that my replacement card has some minor scratches, since the faulty card I returned was in pristine condition, but that's just the way it goes it seems. At least the replacement card runs cooler, quiter and doesn't have the random black screen issue.
 
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