MSI UK Details its Sandy Bridge Exchange Program

ScottiB

ScottiB

ScottiB

OcUK Systems
OcUK Staff
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MSI Intel® 6 Series Motherboards and Notebook Support
Responding to the Intel-identified Sandy Bridge chipset design error

MSI has been informed by Intel about the design issues in the Intel 6 series chipsets and a solution is ready to be provided to our customers. According to Intel, the performance of some of the Intel SATA ports on Intel 6 series products can degrade over a period of 3 years, but no peripheral damage or data loss occurs. MSI takes the quality of our products very seriously; we have worked closely with Intel and channel partners to stop all shipment and accept the return of Intel P67 and H67 motherboards, as well as MSI HM67 G-Series laptops, until the issue is resolved.

MSI UK encourages end users to register affected Intel 6 Series notebooks or motherboards with MSI before 30th April 2011 to be eligible for motherboard replacement and/or notebook upgrade detailed as follows:

Please note - no affected notebook models have been sold in the UK.

1. Eligible products

a) HM67 G-Series notebooks: End users are eligible to receive an upgrade to MSI's next generation G-Series notebook upon its availability. Note - UK Models Unaffected.

b) P67 and H67 motherboards: End users are eligible for a replacement with the new B3 stepping of the Intel 6 series motherboard, which solves the current SATA2 port issues up its availability. For the short term, end users may connect storage devices to the safe white SATA3 ports on current 6 Series Motherboards for more detailed instructions please click here.

P67A-GD65
P67A-GD55
H67MA-E45
P67A-C45

2. Replacement or Upgrade Process

MSI UK will offer end users a choice of two product exchange methods. The standard exchange program is open to any end user wishing to exchange their existing MSI Sandy Bridge Mainboard for a B3 version of the same model. End users with a verified paypal account can opt for an advanced replacement service.

Standard Replacement

Step1: Register eligible products with MSI and receive a confirmation email from MSI.

Step2: MSI UK will contact you to arrange a collection date once replacement stock is available.

Step3: City Link with collect the product and return to a UK based service centre.

Step4: Your brand new replacement product will be shipped out from MSI UK by City-Link Next Day shipping upon receiving your original product.

Advanced Replacement

Step1: Register eligible products with MSI and receive a confirmation email from MSI

Step2: MSI UK will send you a paypal payment request invoice for the value of the replacement product once replacement stock is available.

Step3: MSI will dispatch your brand new replacement product by City-Link Next day shipping upon receiving the payment.

Step4: City-Link will collect your original product at the same time as the delivery is made and return it to a UK service centre.

Step5: Your payment will be refunded in full upon receipt of your original product.


For further questions regarding replacement of MSI Intel P67/H67 motherboards and HM67 notebooks, end users may contact MSI at [email protected].

** REGISTRATION NOW CLOSED **

Note:
MSI apologise that we can only accept paypal for advanced replacement.

MSI UK aim to keep the time you will be without board to an absolute minimum, however we cannot be responsible for unforseen delays.

Please ensure you pack the board in the original packaging (where possible), and ensure it is sealed and packed securely ready to be picked up. If any damage occurs in transit due to inadequate packaging, you may be held liable for the cost.

We accept collections from your home or work address, however if the package is not ready for the courier at the pre-agreed time, you will be responsible to pay the cost of recollection.
 
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Hi guys,

Just to answer some questions.

Original packaging where possible but not absolutely necessary as long as you are sure that your alternative packaging is enough to ensure that it reaches us undamaged.

The cost of advanced replacement will be an approximate RRP (For example GD65 will be about £155).

Your standard warranty is not affected at all if you decide to keep your original board rather than taking up the exchange. After the April 30th registration deadline has passed any further RMA claims willl be handled by resellers or our Netherlands based RMA service centre. I'm afraid that this is beyond our control as we are moving offices in May and will no longer have the warehouse space to continue to handle RMA's.

oh & for those end users for whom we already have replacement stock available, we will start to contact you next week.
 
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I am aware of that issue but unfortunately it's a central EU hosted site and only the first and last page and the confirmation email could be customised for the UK. :( I'm hoping that mentioning paypal a number of times on the first page will reduce confusion as much as possible
 
Bradmax57 said:
Any update on this ScottiB? I got the email confirming my registration :)
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I notice you registered for an advance replacement, I'm hoping to get them going next week, i'm just finalising all the paypal details.

The first few standard exchanges went out yesterday.

Moron said:
ScottieB I've got an issue that at the end of April I'm going to be moving.

Can I register now and arrange a courier for May or does the date of collection need to be close after registration?

I don't mind waiting to register until the 30th April as I should have a new address by then but just wanted to check.
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register now, we will probably have sorted you out before then
 
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hi guys,

just to clarify a couple of things, we made a slight alteration to the advanced replacement process to allow end users time to switch the boards at their convenience.

If you want an upgrade you can contact us at [email protected], the cost of the upgrade will be approximately the difference between the RRP of the boards in question. This wasn't an option that we publicised at first because the registration site doesnt have the capability to log this request, but we have been doing it for customers specifically requesting it. To make things as easy as possible to arrange, we have only been offering upgrade options as part of an advanced replacement. i.e. use paypal to charge for the upgraded board and then refunding for the original. For reference, going from C45 to GD65 will cost £35 and from GD55 to GD65 £10.

The advanced replacement holding fee is slightly more than RRP because the market prices for the board varied a lot and we wanted to encourage end users to return of the orignal board rather than selling it on.
 
Tejstar said:
Me neither. I completed the form over the weekend and have hear nothing back (Standard replacement). Was I meant to get something?
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Hi,

You should have received an automated email confirmation of registration but the likelyhood is that you won't receive any further contact regarding the exchange for at least another week as we are currently processing exchange requests from those who registered during the flood of registrations within the first few days. As it stands however, we have only had GD65 stock land in our warehouse so I apologise to those of your who own other models, but we have been unable to start your exchanges yet. All being well the stock for these will land in the next week or two.

If you haven't received the automated confirmation and you want to doublecheck that you are registered contact me via trust with your name & email address and I can check the registration list.
 
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Hi Guys,

We are doing the exchanges in batches and as we are still half way through the last batch it will be at least a few days to a week until the next batch will start. At which point many of you who are waiting for payment requests or collection arrangement will be contacted.

Thanks for your patience, we are working as quickly as possible.
 
if you already have your advanced replacement B3 and want to speed up collection you can email [email protected] with your name, collection address and a time slot Mon-Fri, morning or afternoon.

please give at least one full working day notice, so don't email this evening asking for collection tomorrow morning ;)
 
Hello All,

please let me clarify something. A large number of boards have been registered for exchange so far and we have contacted 70% of registered users. If you registered after the 23rd March then you will not have been contacted yet but you will be very soon. Please be patient with us, MSI UK are a small rep office trying to do the work of a big RMA centre.
 
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sorry if you guys are waiting on anything, i'm on a much needed week off, everythingt will be back to normal by next week.

please note, since my trust email is getting hammered by the z68 competition some messages may get missed for a while.
 
Hi guys,

registration is now closed for the exchange, we extended it for a couple of weeks due the volume of registrations but we now have to call it quits so that we can get the remaining exchanges processed before our deadline for returns.

For those of you who have your new boards already I hope that you were happy with the service.

For those of you still waiting, we will contact you shortly.
 
ViZioN8 said:
Hi ScottiB,

Have you had a chance to look into my post at all (the one above your last post)? Since both our posts were posted at the same time I just want to make sure you didn't miss my post.

I don't want to seem impatient as I know it's only been a few hours, but the three previous emails I've sent MSI were answered very promptly and as I've not had any response in over a week, I feel like my emails are being ignored.

Thanks.
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Heya,

you arent being ignored, i've flagged your email for follow up, i've just been swamped dealing with the backlog of work from my week off. I'll be in touch in a day or two.

Whilst I've got your attention though can you inspect the board and CPU socket for damage? The DOA rate on these boards is so insanely low that I haven't actually had to deal with one yet.
 
kainekainekaine said:
Hi MSI. I registered my motherboard for advanced replacement on 28th April and got a confirmation but nothing else since. Just want to check that its still going through the process and not been some kind of problem?

Cheers.
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ALL users whose registration reached my system have been contacted already. I received only one registration on the 28th.

Can you email me via Trust (bottom right) with the confirmation number and your details so that I can check.

The same goes for anybody who registered for a UK exchange and has not been contacted.
 
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ViZioN8 said:
ScottiB,

I'm not sure whether you'll see this message in time, but I replied to your mail to arrange a time and date for the swap of the faulty B3 motherboard. I'd asked for tomorrow (18th) for the delivery, with you stating in your mail that you couldn't arrange the delivery until today. As of yet I haven't had a confirmation that the 18th is OK, should I bother packing up my B2 motherboard? I don't want to break my PC down tonight if the B3 motherboard isn't coming tomorrow.

Cheers.
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When I book a collection I will email you with the details and a collection reference, if you have not received that reply then I cna only assume that I have not received your email. As of fifteen minutes ago all collection request emails have been replied to.
 
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