MSI UK GPU RMA

[rp1998]

Anyone had any luck with RMAing gpus in the UK?

I am having my RX 5700 reference RMAd by MSI. The card was second hand so it took a bit of back and forth emailing to get the RMA sorted. Since then, I've had nothing but a horrible experience with them RMAing the card. The UK RMA branch is in Poland and after posting my card there, they said they would upgrade the card to an MSI rx 5700 xt gaming X as the original card was unrepairable.

Great right?
However, when the card came, it did not work at all and the only thing I had was a black screen. Giving them the benefit of the doubt I told them about it and they said sure and paid for a courier to come collect. I received the 2nd GPU today which was the same model and this one was ALSO faulty. This whole process has taken over ~2 months and I was wondering if anyone else has had luck with RMAing in the UK? While the people carrying out the RMA are polite in the emails, receiving a faulty card two times is surely unacceptable.

Are there any tips regarding what I can do to get this sorted ASAP? Has anyone had any luck with MSI UK?

Thanks.

 

[rp1998]

Yeah I heard it's a nightmare with RMA on msi cards, a friend RMAd a 3080 and it took over 3 months.

They've been fairly quick on responding to the RMA requests but they just keep sending fault cards back to me. Did this happen to your mate too or did the first card he recevied back work?

 

[rp1998]

Are you certain the new card is also faulty? Can you try it in another system?

If it is definitely is faulty, inform that this is unacceptable and ask them to supply a brand new replacement from a UK supplier.

For sure the new card is faulty, have tried 2 PSUs, and also have an old card in the system now (although doesnt require power) and it's working fine so it definitely doesnt seem to be my PCI-E slot/MOBO issue.

 

[rp1998]

This sounds shocking . How long did it take to arrive and how much?

Whole process takes minimum two weeks as takes a week for card to be sent and a week for refurb card to arrive, add a few days inbetween for communications/ processing of returns. They are very fast in responding to emails, once in a while need a reminder but otherwise fine.

The first time I sent the card I had to pay, after they sent me the faulty card they arranged and paid for a courier to pick it up. The logistics of it all seem good but it sounds like they don't actually test the cards. When I sent the first faulty card they sent me back, they said they replaced thermal paste and all was fine but the card they sent me was of the same model but different serial number so there is defo something going wrong there.

 

[rp1998]

How would they even do that? Sent a blast email to any customer that bothered to register?
Was there ever an indication from them (or any other board partner) that RMA's would be handled in-country?

OP, have you tried the card in another system? You said you tried another PSU and another card in your system.

I have had in the past odd 'incompatibility' issues with a GPU and motherboard. Friend had a GPU that just would not post in his system. My card worked fine in his system, and his card worked fine in mine. We never could work out what was going on. In the end we just swapped cards. Both systems worked and no RMA's needed.

I have not tried the card in another system as I am unable to do so (don't know anyone with a system I can test it on), if it is some sort of compatitbility issue that would seem very odd. The card is compatible with my mobo and both are MSI branded so compatibility issues would be even weirder. I sent them an email as of yesterday, will update with what happens.

 

[rp1998]

update: they have arranged a courier to come pick up the card, obvs they have paid for this so hopefully they will send me a working card as paying for a courier every time surely gets pricey

 

[rp1998]

If it is faulty again then I would start looking to your system as the fault

I feel like i've ruled out that my system isnt at faulty, have tried different gpus different psus reset cmos reseat ram try individual ram. MSI RMA especially the polish branch has had many complaints and the fact that they are taking my word every time for the gpu being faulty and not questioning/giving tips to fix convinces me that the problem is on their end.

 

[rp1998]

Reading your thread it says you have not tried the card in another system. You said used a lower end non powered card and that was fine but thats not really a test or strain on your current system. Do you not have a local friend to try it on ?

unfortunately not, have a housemate who has a pc but his is in a mini itx case so i dont want him to have to take everything out to try my card

 

[rp1998]

update: they have recevied the card and they offered to swap the card with an rtx 3070 gaming x. Very nice of them but I imagine this card is also a refurb, i have specifically asked for a new card but dont think they will send. If it works then all is well but am very doubtful.

 

[rp1998]

I'd be more than happy with that in the circumstances.

I am more than happy but have doubts they will not send me a working card just like before. lets hope this is the last encounter with them lol.

 

[rp1998]

the 3070 arrived today and seems to be working at the moment, lets hope it carries on working as it should. all in all, poor service, having to send back a card twice is unacceptable and hopefully this is the last time i will have to contact msi