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MSI Fails when it comes to RMA and customer service (Greatly Fixed) - Page 12

post #111 of 156
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Update finally. They want to send me a T-shirt as compensation for all the time wasted and over 350 cell minutes.
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post #112 of 156
That sucks man, sorry to hear you had so much hassle to get an RMA sorted out.
I knew I shouldn't have gone with MSI.
I love my ASUS GTX 470 ..
Just it get's error's in OCCT and I don't know if it's the graphics card or something else?!
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post #113 of 156
Tell them you want this one
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post #114 of 156
It's a bit after the fact, but I couldn't help you on this matter because I had to prepare for CES, our press conference, MOA 2011, and our media meetings all last week and my priority was with that.

I am not customer service nor will I try to do CS/RMA duties, but I can help point things in the right direction.

For future reference, please provide me all the information, detailed, in chronological order, in a PM.

When you first sent me a PM on this, it was 12/31 New Year's Eve, and we were already closed for the holidays. The second PM was sent to me on 1/4/11, the date of our press conference at the Venetian.

I came into the office Monday 1/3 and was at my desk for the better part of 30 seconds. All of my emails and correspondence all week from 1/3 till today was prioritized toward completing our press conference, logistics for MOA 2011, handling on-site duties at our overclocking event, and meeting with media and key customers all week through Sunday.

I've read this entire thread and it seems very lopsided as to who is in the wrong, but that is not the only side to the story.

There's a lot of things that are left out of the original post, but bottom line is if you want me to help you, I need to know what is going on (and not learning about this via fragmented posts from this thread). Help me help you.
    
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post #115 of 156
I've always had pretty decent regard for MSI, but situations like this are unexcusable. This could have been handled quickly and easily, instead they drug everything out and caused you a bunch of unneeded hassle. I wonder if they are aware how much of an impact a thread like this makes in an already small enthusiast community. This knocks MSI down a tier in my book and they just lost privilege of being a part of my next build. If they would have stepped up and taken care of this even after all of this time, admitted fault, and offered some form of peace offering I wouldn't be as harsh, but a damn t-shirt?! Yeah, I'd feel proud wearing a shirt with MSI plastered on the front after they just tried to screw me!

If you buy something that doesn't function as advertised you should NEVER have problems getting a replacement.
Edited by C.Jackson - 1/10/11 at 1:10pm
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post #116 of 156
Quote:
Originally Posted by metroidfreak View Post
Update finally. They want to send me a T-shirt as compensation for all the time wasted and over 350 cell minutes.
BTW, I should note that there is more than one person handling this situation and might not be completely aware of what is going on. If you feel you deserve more, you are more than welcome to bring that up to us... but to just make light of it and frame it as the only compensation on the table is inaccurate and misleading.

Again, PM me and I'll take care of it.
    
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post #117 of 156
Thread Starter 
I sent you a PM with what I could. Thanks. Like I said in the PM. I'm not sure what else I could send you... and sorry if it came across as snappy... I'm just quite frustrated.

Also that is what she told me she'd have as compensation, or other small gifts.
Edited by metroidfreak - 1/10/11 at 1:37pm
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post #118 of 156
Quote:
Originally Posted by C.Jackson View Post
I've always had pretty decent regard for MSI, but situations like this are unexcusable. This could have been handled quickly and easily, instead they drug everything out and caused you a bunch of unneeded hassle. I wonder if they are aware how much of an impact a thread like this makes in an already small enthusiast community.
Yes, inexcusable but there is a process that needs to be followed and there was a breakdown somewhere along that process.

Part of the problem though, is that forum posts like these do not explain the whole situation properly. No one talks about the great 99% RMA cases, they only talk about the bad 1%.

Either way I'm helping to address this issue directly.... and it starts with me getting all the information.
    
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post #119 of 156
Thread Starter 
I've sent you what I could in the PM. You could also speak to Henry if you need to verify everything I've said.

I've also been told by Vivian that you're now the main person I'm to contact.
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post #120 of 156
Quote:
Originally Posted by MSIalex View Post
Yes, inexcusable but there is a process that needs to be followed and there was a breakdown somewhere along that process.

Part of the problem though, is that forum posts like these do not explain the whole situation properly. No one talks about the great 99% RMA cases, they only talk about the bad 1%.

Either way I'm helping to address this issue directly.... and it starts with me getting all the information.
RMA'ing a product is a simple process. While I'm sure that the OP didn't include every grueling detail, I'm sure he has portrayed his experience accurately with emphasis on how he was treated.

It may be true that 99% of cases go through without fault, but it's that 1% that defines a company. That 1% is how I will remember someone was treated by that company when they needed replacement of a product. That 1% effects the decision I make when buying products; it effects whether I will look once, twice, or possibly buy it.

Let's not kid ourselves, if he hadn't posted this here nothing else would be happening right now. Which prompts the question; How many of these cases are there where the consumer lost? Where the consumer decided against sharing his/her experience? Where the consumer took the blows in stride and decided to end the situation and received nothing but an unapologetic sorry in the end?

I can appreciate that you are trying to help, but it's what happened before that matters to me. Will you always be here to help? If I buy a product from MSI and it stops working a couple of months later can I count on you to help me when I fall into that 1 percentile? These are obviously rhetorical questions so let me ask you one that you can answer; what's being done to prevent situations like these?

These kind of situations are becoming more and more common amongst vendors. It's becoming second nature for the consumer to just have to shrug it off. A company's customer support is almost as important as the quality of the product in my eye. I may be part of a small group that sees things this way but I'd rather buy a product from a company that will replace it without having to convince them to do so. Or without having to jump through several hoops because they can't recreate a situation. I shouldn't be treated like dirt because I bought an inferior product. This should have been an open and shut case yet it was pulled through the ringer.

In the end I know every company known to man has put more customers through situations like these than there are people in the US. I guess I should take more from the fact that someone is actually attempting to do something about it than the fact that it happened to begin with. I just can't help wondering how much worse this is going to have to get before something is done about it.
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