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MSI Fails when it comes to RMA and customer service (Greatly Fixed) - Page 13

post #121 of 156
Thread Starter 
Quote:
Originally Posted by C.Jackson View Post
I just can't help wondering how much worse this is going to have to get before something is done about it.
I just got off the phone with him and he said that he'll get back to me in the next couple of days to tell me what he's able to do.
Edited by metroidfreak - 1/12/11 at 1:11am
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post #122 of 156
Quote:
Originally Posted by C.Jackson View Post
RMA'ing a product is a simple process.
Yes and no. There is no "simple process" because the tech support person, the RMA person, and the actual technician that verifies the problem are 3 separate persons.

It's not a simple process because of this: trust. If every single person out there in the world is trustworthy and honest, we would not need to have a RMA process.

From my perspective, the RMA process is pretty transparent:
  1. Problem with product, contact tech support
  2. Unable to resolve via tech support, RMA opened for product return
  3. Product received and RMA attempts to recreate problem described by customer
  4. Resolution offered (return to customer, replacement, refund, etc)
  5. Follow up action (if necessary)

Quote:
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?
How many cases, I don't know. Rhetorical questions on this matter are impossible to answer, simply because who knows how many cases were legitimate and how many were fraudulent in nature.

While it is true that this was not brought to my attention without the creation of this thread, I think the original post (and subsequent posts in this thread) would have been better served if it wasn't so emotionally charged.

I am not denying any fault; to the contrary I think more than one person dropped the ball. From my perspective, everyone is at fault on this matter, myself included. However, to lay blame on person(s) at this point is counterproductive and only serves to prolong the bad blood.

In this case, I have suggested one simple fix: if there was any failure at communication via email, document it. Even if there was no reply from us initially, send a second email with the contents of the first email forwarded so it can be clearly shown there was a previous attempt at communication.

Besides that, I will be forcing some internal changes and oversight.


Quote:
Originally Posted by metroidfreak View Post
I just got off the phone with him and he said that he'll get back to me in the next couple of days to tell me what he's able to do.
I would also suggest that not every attempt at communication between you and MSI be made into a single post. I've already mentioned to you what I am facing over the next 48 hours and I have no intention of not responding in a timely fashion.
    
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post #123 of 156
Quote:
Originally Posted by MSIalex View Post
Yes and no. There is no "simple process" because the tech support person, the RMA person, and the actual technician that verifies the problem are 3 separate persons.

It's not a simple process because of this: trust. If every single person out there in the world is trustworthy and honest, we would not need to have a RMA process.

From my perspective, the RMA process is pretty transparent:
  1. Problem with product, contact tech support
  2. Unable to resolve via tech support, RMA opened for product return
  3. Product received and RMA attempts to recreate problem described by customer
  4. Resolution offered (return to customer, replacement, refund, etc)
  5. Follow up action (if necessary)
I meant it should be simple for the consumer. I understand that there is a process, but the consumer shouldn't have to do anything other than send the non-functioning product to the manufacturer and receive a fuctioning product. Time taken is a given, I can wait knowing that the company probably has alot of RMA's to deal with and that they need to test the product.

Quote:
Originally Posted by MSIalex View Post
How many cases, I don't know. Rhetorical questions on this matter are impossible to answer, simply because who knows how many cases were legitimate and how many were fraudulent in nature.
The rhetorical questions were the ones asking if you'd always be around to help. It obvious that you won't, you can't always be around to help.

Like I said before, I can appreciate that you are helping. This doesn't go by without some merit in my part, you ARE* helping. That's alot more than I can say for some companies.
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post #124 of 156
Thread Starter 
Quote:
Originally Posted by MSIalex View Post
I would also suggest that not every attempt at communication between you and MSI be made into a single post. I've already mentioned to you what I am facing over the next 48 hours and I have no intention of not responding in a timely fashion.
I know, I was just responding to C.Jackson, that's all.
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post #125 of 156
Thread Starter 
Just a random update for anyone who was actually keeping an eye on all this.

No update.
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post #126 of 156
Thats some bad luck.... Which is why I stick with Gigabyte and Gainward.....

I was OC'ing my first 5750HD and the driver looped and the card went
playing BC2, So I sent it to the Computer shop I bought it off, month later I get a new 5750HD that I have as a backup card after using it 7 months...
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post #127 of 156
I don't even talk to tech support i just fill out the RMA fourm and send it off. the only problem is that i'm on my 3rd board now. maybe they just don't go over 333 bus and got truly bad apple when i RMAed and it blew on my q6700.
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post #128 of 156
her in australia, when something breaks, you give it to the store where you brought it from, and the not people who made it. it's much better! if the store are being stupid, you ring up the government people and they sort it out for you
post #129 of 156
america isn't socialist enough for that =/
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post #130 of 156
Quote:
Originally Posted by SpeedNuggeT View Post
her in australia, when something breaks, you give it to the store where you brought it from, and the not people who made it. it's much better! if the store are being stupid, you ring up the government people and they sort it out for you
Yep, proud to be Aussie
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