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MSI warranty question

post #1 of 18
Thread Starter 
My situation is I purchased a graphic card from a member here and the card is dead thought no fault of the seller. Anyway I have posted at support.msi.com over a week ago requesting RMA. however my post hasn't been responded to in over 8days now. I'm curios how long they normally take to reply. I'm also unsure about qualifying for RMA, since the card is second hand will a paypal receipt show proof of purchase if it is needed?

tldr: how long do MSI take to respond on there international customer service page & do they require any evidence to qualify for RMA?

The card itself I'm not sure how it died (N570GTX Twin frozr III power edition), it was shipped internationally and packaged so extremely well, its hard to imagine it was damaged with how well it was packed. I do remember it being soooo cold when I installed it. The fans spin but I cant get anything else out of it. my only guess is there was moisture or something that killed it on boot.

cheers lewis.
Edited by M00NIE - 12/19/11 at 7:03pm
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post #2 of 18
I would be calling them over waiting for an email response. Customer Service / RMA: 1-626-271-1004 Press 2 or Technical Support & RMA: 1-626-581-1551.

Did you register with MSI - MSI Product Registration? You should register with them first with your serial number.

In the meantime here is the page for RMA Request Form you should familarize yourself with.

Waiting for an email response is very 'iffy' at best. Good luck and let us know how it goes. I take customer support as one of the determining reasons to buy a video card when I make my purchases.

As for your card sounds like it was DOA on arrival. Nothing you did. Cold dosen't effect video cards. In fact they like the cold. Epecially when benching. Last week I turned off my heat in the house opened the door and benched my highest score yet. tongue.gif It's not easy to bench in the summer in the desert. wink.gif
     
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post #3 of 18
I RMA'd a DOA motherboard with them and if I remember well, it was pretty fast. Also, their warranty is ONLY serial based. The fact that you are the second owner won't matter and you won't need any proof of purchase (at least, I didn't need one...).
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post #4 of 18
If the warranty policy and procedure is the same as in the states, it'll be quick and painless and you don't need a receipt. As long as the serial number sticker is intact, they'll RMA it without hassle. Also, call them on the phone and ask if you'd be eligible for "Advanced RMA." They'd send you a replacement card right away and simply charge a credit card temporarily. Once they receive your old card in the mail, they refund the charge. It's what I do when I don't want any downtime. thumb.gif
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post #5 of 18
Thread Starter 
Thanks for the phone numbers and very helpful info, +rep. As for the cold killing the card I'm sad my brain didn't come to same conclusion. I thought maybe moisture had built up during shipping - is this a possibility? I still find it very unlikely it was damaged with how well it was packed.

Anyway much love for the reply and ill let you know how it goes, will phone them in the morning since this email service doesn't seem so responsive.

Edit: The RMA form is only for US and Canada why is why I'm using this private forum system they have, It seem to be the only displayed way to contact them for the rest of the world. If it didn't feel so unprofessional I wouldn't have a problem, It doesn't give any other information such as expected time for a response and doesn't even require a password to login, only the email.
Edited by M00NIE - 12/20/11 at 9:27pm
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post #6 of 18
Quote:
Originally Posted by M00NIE View Post

Thanks for the phone numbers and very helpful info, +rep. As for the cold killing the card I'm sad my brain didn't come to same conclusion. I thought maybe moisture had built up during shipping - is this a possibility? I still find it very unlikely it was damaged with how well it was packed.
Anyway much love for the reply and ill let you know how it goes, will phone them in the morning since this email service doesn't seem so responsive.
Edit: The RMA form is only for US and Canada why is why I'm using this private forum system they have, It seem to be the only displayed way to contact them for the rest of the world. If it didn't feel so unprofessional I wouldn't have a problem, It doesn't give any other information such as expected time for a response and doesn't even require a password to login, only the email.

If you have a contact phone number, I'd go that route. MSI is solid. You should be well taken care of, but have extra patience this time of year.
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post #7 of 18
What I did, if I remember correctly was just fill out the all the warranty survey which can be found on their website, just look around. Then I got an RMA number from them... all in all I got my replacement within two weeks. It might take longer now due to holiday shipping.
post #8 of 18
Thread Starter 
Still no response on the support site (the place your supposed to post and then wait for response to start the RMA for Global users)

UK phone number never picks up and has no answering machine.

Originally posted on Dec 13th, how long is acceptable for them to respond?

Any other recommendations for contacting them, they seem very specific for global users. they only have the one support site which is not just used for RMA requests but the entire technical support and the one UK phone number which I never get through to.

First MSI product and im rather pissed by the wait and general hassle. I got this to replace my 460 which keeps producing all sorts of graphical glitches, i guess i am happy im not a buyer replacing a dead card.
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post #9 of 18
Wow. I'm so sorry to hear this. Defintely dosent say much for MSI Customer service in the UK. What a terrible system to post and wait. Hard to believe no way talk to someone. You'd think that they'd support all the countries they sell thier merchandise.

Have you tried calling the US phone number to get some answers? Something is either being over looked or thier support just bites for the UK. Keep on it and drop another call. I would be very unhappy too.

Let us know and keep us informed. Other UK people might find this thread helpful when thinking of buying an MSI card based on your experience.
     
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post #10 of 18
Thread Starter 
I was tempted to call a US number just see what they recommend but my home phone here has mobiles and other countries black listed due a certain family member spending hours talking to mobiles. And I definitely don't want to do it on my mobile, however a couple more days and it will be worth it just to see what they have to say.

Its more annoying knowing that they must expect this. being a joint service offering technical support for all devices throughout Europe (over Christmas) when they could separate and deal with customers in my position wanting a quick RMA, I only need 2mins from them.
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