Complaints

This profile includes complaints for MSI Computer Corp's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  MSI Computer Corp

  901 Canada Ct City of Industry, CA 91748-1136

• 

  MSI Computer (Canada) Corp

  13 - 120 West Beaver Creek Rd. Richmond Hill, ON L4B 1L2

• 

  MSI Computer (Canada) Corp

  371 Alden Rd Markham, ON L3R 3L4

• 

  MSI Computer Corp

  170 4611 Viking Way Richmond, BC V6V 2K9

• 

  MSI Computer (Canada) Corp

  2 - 30 Sheilds Crt. Markham, ON L3R 9T5

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/13/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered a Graphics Card on 6/1/2025 - Order number: ****** a empty box arrived on 6/9/2025 (GPU Stolen). Reached out to support immediately and was basically blown off for the first 4 hours, I was told in the initial chat support that there is no phone number to call and to wait for an email. Eventually, someone from "email" support contacts me and says that they will need some photos from me and that they will need to file a claim with ***** and wait for it to go through, before I can find out about if I can receive a refund or replacement. That response alone is absolutely ridiculous. I send in pictures they requested, they file a claim with ***** because they are the shippers. The claim gets approved within 24 hours 6/10/2025. I reach out to support 4 more times within 24 hours to notify them the claim has been approved and how, where, when am I receiving a replacement or refund without any response. On 6/13/2025 I receive an email from email support stating the claim was approved and I probably will have to wait 2-4 weeks for some kind of refund which I am still not even sure about. The person said they have to recover their damages!!! They have been paid twice for an item I have not received and they are talking about recovering their DAMAGES, These people are fraudulent! One of their employees rip off a graphics card and charge the consumer twice and still have not even offered a replacement yet.

  Business Response

  Date: 06/17/2025

  We did attempt contact with customer but were unsuccessful but the customers refund was processed and completed. So that should be seen within 2-3 business days depending on the banks processing. But again the refund has been processed and customer should see that hit his card as mentioned.

  Thank you

• Initial Complaint

  Date:05/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Product: MSI Suprim Liquid X 4090 *** Serial Number: *********************** RMA Numbers: EMAX25024106, EMAXT25031656 I am filing this complaint against *** due to an ongoing and extremely frustrating RMA process involving my MSI Suprim Liquid X *********************************************** twice (RMA #EMAX25024106 and #EMAXT25031656), and the core issueno display/power functionalityremains unresolved after more than a month.Even more concerning, the card was returned to me in worse physical condition than when I sent it. It now has deep scratches on the backplate, visible scrapes on the sides, and bent radiator fins. I have photo and video documentation proving the card was sent in clean, cosmetic condition. I was also charged for shipping, despite receiving a non-working, now physically damaged product.Per the official RMA notes, the *** was to be replacednot repaired:"Received back from repair still experiencing display/no power issues. Also noticed backplate is severely scratched with some radiator pins bent. Please Replace, Do Not Repair - RA"No one from *** contacted me about replacement options. Instead, the same faulty card was sent back to me, still broken and now damaged. Im now being asked to send it in for a third time, which will likely extend the downtime even further. I rely on this *** for college and coursework, and this has caused serious setbacks in my academic life.Desired Resolution:Immediate replacement of the ***with a new or more reliable model to avoid further issues.Full reimbursement of shipping costs from the previous failed *********** escalation of my case to a senior representative who can guarantee that this issue is handled properly going forward.I trusted *** to provide a premium product, but this RMA experience has left me extremely disappointed. I simply want a working, reliable graphics cardsomething that should not be this difficult after weeks of delays and poor service.

  Business Response

  Date: 05/09/2025

  We have been in contact with the customer when was contacted the card was in the service center under the ***. And found that the replacement card was just shipped out to customer. We provided a direct contact so that if card had any issues can contact directly for follow up.

  Thank you,

  Customer Answer

  Date: 05/19/2025

   
  Complaint: 23286011
  
  I am rejecting this response because:
  

  I have now received the replacement MSI graphics card through the *** process, but I am still extremely dissatisfied with how this entire situation was handled.
  The replacement GPU suffers from loud coil whine which my card DID NOT HAVE, and it does not reach the same base clock speeds of 2845 MHz while gaming or performance level as the original Suprim Liquid X 4090 I sent in. It feels like a downgrade, not an equal replacement for a premium-tier card I paid top dollar for.
  Throughout the process, MSIs *** team was difficult to communicate with and often delayed the process. I was left without a functioning GPU for over a month, which severely impacted my ability to complete college coursework and use my system for essential tasks.
  Whats worse, I was told a supervisor would be following up with me directly, yet I have not received a single call or personal update from them at any point. This lack of follow-through and accountability made an already frustrating situation even worse.
  I expected better service and support from ***. At this point, Im asking for a proper replacement that meets or exceeds the specs of my original card, and a direct response from someone who will actually take ownership of this ongoing issue.

  
  Sincerely,
  
  **** ******

  Business Response

  Date: 05/20/2025

  A supervisor has made contact with the customer and has followed up. An *** with return label has been released where the supervisor will follow up with the ***. Will come into another location for that to happen as he as stated to the customer so he can resolve this time and follow up with testing and find a suitable replacement.

  Thank you

• Initial Complaint

  Date:04/25/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi, I've been a happy *** customer over many years and hope a reasonable resolution can be made we can both be happy about.I assembled a new PC in March with a *** factory refurbished MAG Z790 TOMAHAWK WIFI DDR4 motherboard ordered from Newegg on 8/15/24 (received a week later). Unfortunately, the red CPU EZ Debug LED on the motherboard lit when powered on and it wouldn't POST. I spent weeks troubleshooting the issue myself trying a different known working power supply, checking connections, CPU, cooler, memory, USB flashing updated BIOS firmware versions, clear CMOS, reducing the components connected to the minimum to POST., etc. I didn't want to waste MSI support's time if it wasn't a defective motherboard. It appears my attempted thoughtfulness cost me after talking with RMA support.Lastly, I bought another MSI PRO Z790-P WIFI DDR4 motherboard to troubleshoot and that POSTed with the exact same components, so I narrowed it down to the Tomahawk motherboard not working.I submitted a ticket to *** technical support for the Tomahawk motherboard on 4/16/25 and followed all the troubleshooting steps they sent. They ultimately said, "If you still get the red CPU LED, the motherboard is almost certainly defective and MSI or your retailer should accept it for RMA or exchange since you've thoroughly ruled out every other cause."I submitted an RMA request on 4/21/25 and received a reply on 4/23/25 saying "Refurbished 6 month warranty expired 2-15-2025". On the same day I called RMA support speaking with ***** and ****. They said if it were within a month of expiration they could make an exception, but 2 months is too long.I am requesting a warranty motherboard replacement (on goodwill) because, as far as I can tell, the *** factory refurbished Tomahawk motherboard I received was DOA. I had not used the motherboard ahead of assembling it in March. I registered the 2nd Pro motherboard to show good faith I purchased another and will keep it. Thanks. ***

  Business Response

  Date: 04/29/2025

  We have followed up with the customer and provided an *** to send the MB in for warranty service the customer did accept and is on the way into the service center.

  Thank you

• Initial Complaint

  Date:04/23/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  So, I bought an MSI RTX 4090 about 2 years ago, brand new, from ***'s official Amazon page. My *** has been working and being used correctly, (high quality PSU, no overclocking, ect.) Then about 2 months ago I had a serious problem and my *** would spin up my fans to the max while my monitors lost connection but I'd hear sound.Long story short, after spending hours of my time diagnosing the issue and trying to resolve it, it was for sure the *** at fault, so I paid $120 to have it shipped all the way to ********** to get it fixed, including the power cable. I got it back about a month later and put it in my pc and had the same problem within hours after they sent it back to me, put it in my Wife's computer and same issue.I called customer service back and told them of the issue, got it sent out about 2 weeks ago, and just got an email stating that it was unrepairable and not replaceable. They offered me some money back, but not much ($1,450), and said it wasn't going to be the $1,750 I paid for it because their "3 Year warranty" isn't actually a warranty, it's only ***********, now I'm completely lost on what to do. I don't have the money I did two years ago when I was able to buy this card, and I figured it would last at least until the warranty was up (I've have Nvida and *** cards for numerous years, and never once had a hardware issue with any of them). So what should I do? I can't get another 4090 as they are over $2,000 on the used market right now, and can't get the only card in the world that's better than it (5090) for obvious reasons. Even the 5080 is far worse than the 4090 and I'd still have to pay extra just to get that downgrade If I was even able to find one. The company says in their website (********************************) that they offer a 3 year warranty, no where does it say anything about proration. I'm sitting here numb, at a loss. Is there any wisdom or help you guys could provide? Thank you very much.

  Business Response

  Date: 04/25/2025

  Update: We have been in contact via our **************** and did offer a full refund according to the ****** sales invoice provided. The customer did accept and that is in process and a refund check will be processed and mailed out to the customer to the address that was provided.

  Thank you,

  Customer Answer

  Date: 04/25/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** *****

• Initial Complaint

  Date:04/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased my *** Raider GE76 from ****** in September 2022, expecting to get a durable and reliable high-performance laptop. Unfortunately, in February 2024, the left hinge suddenly brokewith no warning, no impact, and no transport.Whats even more frustrating is that this laptop has never been moved from my home office desk. It stays plugged in, is treated with care, and still, the hinge failed. If I had actually traveled with it, it likely would have broken within days of *********** make matters worse, the warranty expired just a few months before this *********** contrast, I also purchased an HP laptop at the same time from ******, and that one has been frequently transported during travel with no issues whatsoever.This clearly reflects a severe lack of quality in MSI's build. I expected much better from a premium product.

  Business Response

  Date: 04/22/2025

  Called customer in order to discuss case and look to resolve first call got a pick but looked to be possible wrong number person that answered did not acknowledge name. Tried a 2nd call and no pick up and could not leave message due to mailbox not setup. So sent out an email and looking to setup a date and time to call so will await response and also will continue to call.

  Thank you

• Initial Complaint

  Date:03/11/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Communicating with this business is strictly through email. And they never reply. Ive asked multiple times for a return and it took almost a whole month to get a reply with the label and RMA number for return ************** of purchase: 12/11/2024 Received date: 01/13/2025 Return requested: 01/13/2025 Label received: 02/03/2025 Package returned /delivered : 02/12/2025 *********** on going disputes that have been still going and should have been resolved since they received the product back. And have not been refunded. I messaged them twice between two business weeks and have not heard a reply.

  Business Response

  Date: 03/18/2025

  We have reached out to the customer was unable to speak directly but left a message with a complete update for the case and direct contact information. We have received the product back and did initially get a kick back when issued the refund. But we have as of today refunded the customers ****** account for the purchase. Did provide the Refund ID: ***************** so this should close the case and we do apologize for the time and inconvenience it has taken and caused.

  Regards,

  Customer Answer

  Date: 03/20/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:02/22/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a monitor via ****** from MSI which had a dead pixel in the center of the screen. Attempted to return the item but it was past the 30 day return window. Contacted MSI via support ticket CSD#******* where I was instructed MSI would need a minimum of 5 pixels before they would refund/replace an item.This is absurd. I purchased a working monitor, not one with a broken pixel. This policy clearly violates the good faith I had in the product and is clearly in violation of state and federal commerce laws. If *** would like to avoid a small claims case, perhaps a resolution satisfactory to all parties can be reached.

  Business Response

  Date: 03/17/2025

  We missed this complaint did try calling and got no answer and could not leave a message. So will respond to the complaint and hope to get a response from the customer in order to contact and follow up with the complaint and look to resolve.

  Thank you

  Customer Answer

  Date: 03/22/2025

   
  Complaint: 22977313
  
  I am rejecting this response because:

  Merchant provided no contact information to resolve the issue.

  I received no email, call, text or other contact in attempt to resolve the issue.

  Merchant, please include contact information.

  Sincerely,
  
  *********** *****

  Business Response

  Date: 04/04/2025

  Have made contact with our customer Mr. ***** and after some discussion and wanting to resolve this for *********** we have released an *** and also provided a return label so that we will cover the shipping. And we will go ahead and repair or replace the monitor and be sure to process the *** express for a quick TAT. We are sorry a complaint had to be made in order to resolve this main issue but do appreciate Christophers patients and understanding in working with us to resolve.

  Thank you,

• Initial Complaint

  Date:02/01/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a GE76 Raider 11UE-046 with a broken graphics card and a broken hinge. The hinge's design isn't made to support the weight of the laptop, meaning if it is picked up by the display or hinge, it will break. It's a minor issue, but an issue nonetheless. The card misreads its power consumption as 752 *****, causing it to permanently throttle its core clock to 210, making it unusable for gaming. I've contacted *** and ****** separately to determine the cause and find a solution, but neither has provided one. Not only did *** customer support fail to find a solution, but they also ended up ghosting me and ignoring my questions on two separate occasions. I provided all the information they asked for and followed their instructions exactly, only to be ignored afterward. This issue couldn't be fixed by warranty because the issue went unnoticed for too long however, this does not mean the issue occurred near or after the warranty's end; it simply means it was never found due to the laptop's hybrid mode, which used the CPU's integrated graphics over the dedicated graphics card. The fix was never for me to "enable performance mode," "ensure integrated graphics are disabled," "make sure the laptop is plugged in," "ensure third-party apps are deleted," "ensure Windows is freshly installed," or "ensure Windows is updated." It is and always will be a hardware defect since no software can convince the hardware that it is consuming 752 ***** when the power brick itself is only rated for 240 *****, and the *** is only rated for 130 on boost. If this were a software issue, it would have been fixed upon the first ****** update or the first OS clean install. After I provided them with every parameter, they assumed incompetence and told me to plug in the charger, then to turn on performance mode. Neither of those solutions addresses the software believing it is consuming 752 *****, wasting my time and the potential warranty time.

• Initial Complaint

  Date:01/21/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a a 49" inch gaming monitor (MPG 491CQPX QD-OLED240Hz Curved Gaming Monitor) on December 16th, 2024 from the *** online US Store (see attached order). The monitor was supposed to have been delivered by ***** on December 19th, 2024, however ***** lost the package. I have contacted both ***** and ***. Most recently I contacted *** and asked them to file a claim with *****, which they did (Claim #: C-175708733) . ***** responded has indicated the package cannot be located and they have closed their investigation (see attached letter from *****). I have been trying for over 2+ weeks to get someone from *** to contact me regarding either a refund or shipping me a new monitor. I have been unsuccessful in getting anyone to contact me. I have reached out multiple times (at least once a day) to their customer support, and still have not received any follow-up on my missing item or a refund. They appear to have gone dark in communicating. They also have NO phone number for their US Store team, all contact is via email. This makes it very difficult to try and get a hold of someone.

  Business Response

  Date: 02/05/2025

  Did contact the customer btu had to leave a message on is voicemail. Did provide update that lost package has been resolved and that the US Store will refund the customer of the purchase price of the monitor. That is in process and as of last check been processed. Did leave direct contact info if wanted to discuss but to look for that refund.

  Thank you,

  Customer Answer

  Date: 02/09/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:01/11/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an Aegis RS2 AI C2NUE7-1075US Gaming computer which was ordered on 12/08/2024 for $1999.99. The computer was advertised on their website as having an Ultra i9 CPU. When it arrived and after setup I noticed it had an Ultra i7 CPU and not an i9. The only means of contacting *** US Sales is via email. Numerous emails sent with no response. I contacted their tech-support via telephone and created a service ticket. I was informed they were separate from sales and I had to go through sales. They advised they would forward the matter on my behalf as well. On tech representative confirmed it showed the i9 Ultra, but that was an error and it should've said i7 Ultra. The error was later changed on their website to reflect the Ultra i7 instead of the Ultra i9. I also can no long send replies to my service web ticket, and no one from *** has contacted me. They have my email and two telephone numbers. Thus was an error on ***'s behalf and they should try to help reach an adequate solution.