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MSI Customer Service - Was I Wrong in Expecting Better?

post #1 of 21
Thread Starter 
So, I bought two MSI R6970 Lightnings. A couple weeks ago, one died. I contacted MSI support and was told to fill out an RMA form. It was approved, and I sent the product. Four days ago, I received an email stating that they would have to either send me $340 (which is apparently market value) or I would have to wait for a replacement as they had no stock available. No stores had them in stock for a decent price, so I opted to wait. Yesterday, I received news that a "suitable replacement" had been found. It was shipped to me and arrived earlier today. This is what I found:




I'm not happy about the box, but at least I have the card. The guts are what matter; I can do without the big box with the jet on it. Looks like it should be fine, right? Wrong.



That would be the BIOS selector switch. For reference, here's how it should look:



Not only that but the metal bracket by the output ports (don't know what it's called, sorry) was complete jacked up. The tabs that are supposed fit into the slots on the motherboard tray wouldn't fit. The two of them were facing completely different directions, making a Y shape from the side. Where the screws were supposed to go in, one section of metal had been bent so far I couldn't get a screw in. Both of these I had to fix manually with a pair of pliers.

I've never owned an MSI product before these cards, and so I've never had to deal with their support or RMA process. Am I wrong in thinking I should've gotten a better part? I would hope this isn't MSI's normal process or procedure, as this card definitely wouldn't pass muster for a refurb, much less a replacement.

I should also mention the card came with no accessories. I didn't get voltage monitor connectors, CrossFireX bridges, 6->8 pin PCI-E power adapters, or even a DVI to VGA adapter, like I got with the cards when I bought them new.
post #2 of 21
Hi,

I'd keep the pics you took and get hold of them right away.

Would not have tried to fix someone elses problems.
Shipping or MSI.

Did you return the accesories with the original rma card?
Return card to condition it was in when you got it and return it.

Good Luck

Later
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post #3 of 21
Most companies ship refurbs for RMAs. In fact, Palit is the first company I've dealt with that actually sent new, retail-packaged cards as replacements (along with driver cd/power converters etc.).

I've done 3 RMAs through MSI (1 mobo and 2 cards), all relatively painless, but they've never sent any accessories with the replacement items.

In your case, considering the visible damage to the card, I'd file for a 2nd RMA ASAP. Even if it works now, if you do have issues with that card down the line, they could refuse your claim, citing the physical damage.

I'm a little surprised they'd ship it in that condition.
post #4 of 21
I rma'd my mobo and I received a brand new one in perfect condition but it's normal to receive refurbs when doing RMAs.
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post #5 of 21
Thread Starter 
Thanks, guys. I know it's normal to receive refurbs, but this particular piece seems way too damaged to qualify as even a refurb. It's more like they said "Let's just slap this thing together, get it working, and send it out." I'm going to call them on Monday and try to get more details on what exactly is going on. Seems like 6970s from almost all companies are short stocked as well... I may also see if they'd just be willing to exchange for a reference design card so I have the option to put it under water later down the road.

Thanks, everyone.
post #6 of 21
Ouch. What'd you pay for the card originally? I hope it wasn't any more than the $340 they wanted to give you?
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post #7 of 21
MSI RMA has been painless in my experience, but sorry to hear about your troubles. Contact them ASAP and demand a correct replacement!
post #8 of 21
Ouch OP.
Which one gone bad?
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post #9 of 21
Ouch! Am hoping you didn't toss in the DVI adapter and all that other stuff when you RMAed the card.
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post #10 of 21
Thread Starter 
Quote:
Originally Posted by mgrman View Post
Ouch. What'd you pay for the card originally? I hope it wasn't any more than the $340 they wanted to give you?
This one I paid less, but when you average out what I paid for both, it comes out to exactly $340.

Quote:
Originally Posted by PhRe4k View Post
MSI RMA has been painless in my experience, but sorry to hear about your troubles. Contact them ASAP and demand a correct replacement!
They're going to be getting an earful tomorrow. If they won't listen on the phone I'll just drive down there and smack em around a little.

Quote:
Originally Posted by krazyatom View Post
Ouch OP.
Which one gone bad?
The one you sold me

Quote:
Originally Posted by Quantum Reality View Post
Ouch! Am hoping you didn't toss in the DVI adapter and all that other stuff when you RMAed the card.
I included all the accessories... It was basically like-new even including the soft plastic covers for the various slots and connectors. If it hadn't been for the broken card itself, I could've sold that thing for pretty much what I bought it for.
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