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My MSI RMA Experience...

pgi947

pgi947

pgi947

Soldato
Joined
25 Jun 2011
Posts
16,797
Location
Aberdeen
Hi all, thought I'd share my recent RMA with MSI...

Firstly let me say I originally planned this post to spin MSI in a more positive light, lots of bad press lately surrounding faulty 7000 series GPU's.

So on the 4th of November while re-building my machine, I found that my much loved MSI R7970 Lightning was completely lifeless, the following day (the 5th) I started RMA action to get this sorted, then sent the card away to OcUK the following Saturday (10th, arrived at OcUK the 12th) complete in the original box, with all provided bridges, accessories, manuals, slot protectors etc...

Once it arrived at OcUK within minutes I had an email confirming it was faulty, though over 28 days old was to be returned to MSI in the Netherlands, was kindly quoted 7-10 days typical turn around, 28 days maximum, not too bad! Presuming it was sent away same day, giving two days to allow it to get to MSI's base in the Netherlands (the 14th) the card was shipped back to me yesterday (29th) so all in all it took roughly 11 working days excluding Saturdays, which isn't all that bad.

But durring this time neither I nor OcUK could get an update from MSI, we didn't know what was happening, if it was faulty, repaired, replaced, human error, how far along in the RMA process the card was etc...The email to say it was being shipped back to me was quite out of the blue as well. Never mind I thought, at least I get a card back.

Arrived home today from work, excited to know I have a GPU waiting for me at home, when I picked up the parcel my first thought was "This feels far too small and too light to be a Lightning". My suspicions had good foundation, I opened what I'd call a brown box item (ok ok the box is white but you know what I mean?), a small white box saying "MSI Graphics Card" on the box with a generic logo, inside the box is a Lightning (no word on what type!) inside an ESD bag packed with foam, the card has no slot protectors on it, they didn't send me back any of the accessories, no nothing, a box and a card about sums it up.

I have no idea if this is my old card that has been repaired, a replacement, is it a refurb? I'm lost tbh.

Pics to follow. I have not tested the card yet (some other stuff to do first).
 
im sure when you send away a card to some company's (asus) in the original box you will not get it back,just send the item as it is with nothing else.

dont sound like you had a good experience with msi :(
 
You would think common sense would say, "He has sent us all the accessories, he will not have them now, so let's return those as well". Very poor show and I imagine it is to do with the amount of returned cards they have had recently (bad batch of 7950s). I always bigged up MSI but this is another thing that makes me question if this is valid.

Hopefully you will get your other bits back and it all works well.
 
You wont get your bits back or the box,ive got a asus mobo and e-mailed asus and they didnt want to know,all i asked for was the box and accessories and that i would pay for them but noooooo...they didnt have any spare !:(
 
MSI again... wtf....I think you guys know my feelings on MSI. I'm so sorry bro...I say don't buy from this piece of crap company ever again.

If it says MSI AVOID at all costs!
 
I think if you kick up enough stink they'll send back the bits and bobs.

I mean if you ever want to sell the card all your original packaging which does add to the value of the product has gone...
 
Wow that is truly shocking tbh, thankfully I have only ever had to RMA replacement was ram which is usually painless with crucial :)


Kamz
 
Rusty0611 said:
I mean if you ever want to sell the card all your original packaging which does add to the value of the product has gone...
Click to expand...

My thoughts exactly, for such a high end card, its lost value without the box etc...Not to forget I now have no v-check cables, no crossfire bridges, no display adaptors and no slot protection.

Some pictures of the new packaging:
20121130_191119.jpg

20121130_191129.jpg

20121130_191151.jpg


I have contacted OcUK already so should get a reply tomorrow in CS.

I used the original packaging as I hear far too many storys of manufacturers weaseling their way out of an RMA on claims of 'poor packaging'.

Edit: The RMA instruction from OcUK also does not say to return just the card, all it mentions with regards to shipping is: returned items must be packaged properly and shipped in a PLAIN OUTER BOX. Which it was, the original box was inside a plain box with plenty of packing to keep it safe.
 
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Not good enough imo.

I realise it's not OcUK's fault regarding what you have received, but as you sent the full package back to OcUK and not MSI, the buck falls at their feet to come up with the answers and hopefully resolve it to your complete satisfaction.

It's nothing short of disgraceful from MSI's part though considering it's their top of the range AMD premium grade gpu-that you paid for the privilege of owning.

As above, I hope 5UB gets on the case and sorts everything out mate.

Is the card working as it should?

Whatever happened to ScottyB?
 
Card is working (or at least its displaying) just downloading drivers now I've cleaned up the Nvidia stuff from my 460 to test further.

Oh I have another beaut of a picture as well, they didn't have any ESD bags big enough for the card, so they just forced into one that was smaller, allowing the PCI bracket to pierce through the sides of the bag, bravo MSI, bravo.
 
But MSI use to be good. maybe the bad batch was only in England?
My friend from other country said his MSI work perefeclty fine...
Oh well. Try HIS this time, thats what Im going to do. People seem to be very happy with theirs.
 
And now for an example of making an ESD bag ineffective... courtesy of MSI.

20121130_200548.jpg


Looks like I should be asking for the original ESD bag back too, as I'll have nothing to ship it in at a later date :mad:

Edit: its a standard lightning btw, not a BE.
 
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interesting - when I RMA'd to Gigabyte they specifically said to me to keep my original box, accessories etc -and just send bare card, as they pre-warned me that all I'd get back would be the GPU in a generic box

it keeps the original box mint etc
 
Buckster said:
interesting - when I RMA'd to Gigabyte they specifically said to me to keep my original box, accessories etc -and just send bare card, as they pre-warned me that all I'd get back would be the GPU in a generic box

it keeps the original box mint etc
Click to expand...

Good to know ;)
Cheers for the info
I hope that my HIS will be all working fine and be a beasty overclocker! :p
 
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Buckster said:
interesting - when I RMA'd to Gigabyte they specifically said to me to keep my original box, accessories etc -and just send bare card, as they pre-warned me that all I'd get back would be the GPU in a generic box

it keeps the original box mint etc
Click to expand...

Would have done the same had I been told, I've read over all of the RMA documentation I was sent and nothing other than what I posted above relates to shipping, nothing manufacturer specific anyhow.

oh the card they sent me IS a replacement (different ASIC to my previous card).
 
MSi RMA is turd. Silly me went and got another one as well (660) hope it lasts because the card is absolutely the best card I've bought. Quiet, cool, effective, couldn't ask for more, just got to hope it never breaks.
 
If you had sent just the card back to OcUK, or any other retailer in question - would they have accepted the RMA just like that...? I very much doubt it when they usually say in the emails to send everything back etc.

Either way, needs to be made more clearer, totally sucks receiving a card back just like that, imagine trying to sell it on when you want to do your next upgrade.

Hope your get it sorted out anyway, good luck.
 
Nelly said:
If you had sent just the card back to OcUK, or any other retailer in question - would they have accepted the RMA just like that...? I very much doubt it when they usually say in the emails to send everything back etc.

Either way, needs to be made more clearer, totally sucks receiving a card back just like that, imagine trying to sell it on when you want to do your next upgrade.

Hope your get it sorted out anyway, good luck.
Click to expand...

Well with ram even though 1 stick of ram doesnt work you have to send 2.
Its not logicall to me but any way...
 
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