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Major problems with MSI RMA cases

Major problems with MSI RMA cases

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Fireking124
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02-04-2017, 08:08 AM
#1
I filed an RMA for a MSI B550i Gaming Edge Wifi ITX motherboard about a month ago because the BIOS chip failed during an update. Jays2cents posted a video about this problem, but I missed it until it was too late. After that, everything seemed fine until my RMA number stopped working on the website. I contacted the MSI service center in California, USA; they took some time to locate my request but eventually did. During the handling, they added extra characters to my RMA number. Once I found it, they assured me everything was progressing and a replacement would be shipped the next day—perfect. Today arrived, and I got an M-ATX motherboard instead of the ITX I ordered. It’s a B550M Pro-VDH WIFI, a more basic board with fewer features, possibly because it wasn’t the correct size. MSI responded right away, saying they didn’t know how such an issue could occur since they need to confirm stock availability. This was clearly not their intention—they didn’t even try by email or phone. They asked me to send the replacement back overnight, which made sense, but then insisted I have to return it first before they could proceed. That seemed reasonable since it wasn’t my fault. However, they refused and offered standard ground shipping instead. They told me I’d need to repeat the entire RMA process. So I’m expecting a week for the board to ship back from the East Coast to California, and then another 3–4 weeks for them to locate a replacement and send it out. That’s been about a month with no PC at all, and I still have to wait another month for a new one. It’s been a month without a working machine, and I’m unlikely to purchase any MSI products again. I’ve dealt with RMA processes before, but this experience is far from satisfactory. It probably means I’ll sell the replacement and buy a new ITX board. Two months without a PC due to the RMA center’s inefficiency is unacceptable.
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Fireking124
02-04-2017, 08:08 AM #1

I filed an RMA for a MSI B550i Gaming Edge Wifi ITX motherboard about a month ago because the BIOS chip failed during an update. Jays2cents posted a video about this problem, but I missed it until it was too late. After that, everything seemed fine until my RMA number stopped working on the website. I contacted the MSI service center in California, USA; they took some time to locate my request but eventually did. During the handling, they added extra characters to my RMA number. Once I found it, they assured me everything was progressing and a replacement would be shipped the next day—perfect. Today arrived, and I got an M-ATX motherboard instead of the ITX I ordered. It’s a B550M Pro-VDH WIFI, a more basic board with fewer features, possibly because it wasn’t the correct size. MSI responded right away, saying they didn’t know how such an issue could occur since they need to confirm stock availability. This was clearly not their intention—they didn’t even try by email or phone. They asked me to send the replacement back overnight, which made sense, but then insisted I have to return it first before they could proceed. That seemed reasonable since it wasn’t my fault. However, they refused and offered standard ground shipping instead. They told me I’d need to repeat the entire RMA process. So I’m expecting a week for the board to ship back from the East Coast to California, and then another 3–4 weeks for them to locate a replacement and send it out. That’s been about a month with no PC at all, and I still have to wait another month for a new one. It’s been a month without a working machine, and I’m unlikely to purchase any MSI products again. I’ve dealt with RMA processes before, but this experience is far from satisfactory. It probably means I’ll sell the replacement and buy a new ITX board. Two months without a PC due to the RMA center’s inefficiency is unacceptable.

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