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:01/10/2025

  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.

  I purchased a 4080 Super with the promotion of Indiana *****. I was never sent a code as the customer support tech claimed and my promotion does not include the promised game as an option. First I was told that a code was emailed and that was proven false. Then I was told it was a promotion, I explained even my proof of purchase picture has the Indiana ***** highlighted. Then I was told there were no codes because it was a limited time promotion.MANUFACTURER PART: GeForce RTX 4080 SUPER 16G VENTUS 3X OC Save an Instant 10% on a PSU with Your VGA Purchase: VGA Only / Without Bundle $0.00 ****** GeForce Bundle | $69 Value | Indiana ***** and the Great Circle: Indiana ***** and the Great Circle $0.00 QTY: 1 STATUS: Delivered Part of my product (the physical card) has been delivered but I've yet to receive my game. I've been told 3 different things, the last being "they are out of codes" as though that's saying sorry. I would like my game. I had to wait over 3 weeks because the card took way longer than promised delivery and that's bad enough but now I have no game that was promised as well?Attached is the picture showing my promotion and details of the purchase and the other is my "Eligible Promotion" page that doesn't even have a game listed on it. The store tried to make it seem like I just didn't understand how to find it while chatting online but this is not the case. I want my game, do I really need to go to these lengths to get something I paid for?

  Business Response

  Date: 01/20/2025

  Contacted customer to check and see if he had received the code one had been issued, Did acknowledge had received the code and stated would update the complaint to that fact.

  Thank you,

  Customer Answer

  Date: 01/21/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, i have recieved my code and it works.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:01/07/2025

  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.

  My **** a 3060ti Vectus x3 started crashing on every direct X 12 ******** diagnose what was causing the issue I did a driver rollback Ram Test CPU test reinstall of windows, drivers and 3 games (fortnite, Call of duty Black ops 6, Rise of the Tomb Raider)and it still crashed.Swapped my gpu with my girlfriends GPU of the same make and model and there were no crashes.Card has not been overclocked or modified, and has been kept clean. Warranty stickers still intact.Contacted *** on Dec 10th, and mailed it out same day. Was told I would receive my gpu within 14 days of them receiving it. Tracking number showed it arrived on December the 13th. *** didn't report it as being received until the 17th. On calling in to check the status I was told on one occasion that the gpu had no faults which worried me as I knew it was defective.On Janurary the 3rd, using the *** provided tracking number I was informed that the package was damaged and ***** would not be delivering it. *** is telling it it may take up to 8 days for them to submit a claim with *****, and I wouldn't be receiving a replacement until ******** has now been 28 days since I mailed off the **** 21 days since they reported it received.They need to spend 8 days investigating THEIR OWN SUPPLIED TRACKING NUMBER that clearly shows it was not delivered. The stalling and waiting is pathetic when I paid over 360 for the item initially, then had to spend 38 dollars in packing materials and shipping to get them to fix a product that was defective due to a manufacturing error. This is basically theft.

  Business Response

  Date: 01/17/2025

  The customer has been in contact with our ************ and with one of our supervisors. As the customer stated was confirmed and we just need report back from ***** and once that was gotten we would get a replacement out. That was done immediately once we got the report back and ***** acknowledged damaged and claim a replacement card was shipped out. The customer has contacted us again that the replacement card he got has issues and we are in process of getting that resolved for him as quickly as possible.

  Thank you,

• Initial Complaint

  Date:12/09/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  Subject of Complaint: Request for Buyback or Swap Due to Ongoing Issues with ***** 13th/14th *************** BBB,I am filing a complaint against *** regarding a workstation laptop, which has ongoing issues related to the ***** 13th/14th generation processor. Despite attempts to resolve this with ***, their solution of an RMA (Return Merchandise Authorization) is not feasible for my situation, and I have not received a satisfactory resolution.Problem Details:The laptop, purchased for high performance, has experienced:Random crashes, freezes, and instability.Voltage regulation issues, impacting performance.Thermal throttling, causing performance drops.Driver conflicts, affecting stability.These issues align with problems reported by other users of *****s 13th and 14th gen ***** I have provided evidence from reputable sources confirming these are common issues.Attempts at Resolution:I contacted MSI several times, and they offered an RMA. However, this option is not feasible for me. The laptop contains critical data and programs, and sending it away for repair would disrupt my work and risk data loss.Given the circumstances, I am requesting one of the following resolutions:A full buyback of the laptop.A direct swap for a replacement laptop or desktop.Request for Resolution:While I understand an RMA is standard, it does not meet my needs. The one-year warranty feels inadequate, given the laptops cost and my investment in its setup. I request a buyback or swap to resolve these ongoing issues.Conclusion:I trust MSI values its customers and will recognize the impact of this situation. I am seeking a fair resolution and look forward to your assistance in ensuring *** provides an appropriate solution that addresses these challenges.Thank you for your attention to this matter.

  Business Response

  Date: 12/20/2024

  We have been in contact with the customer and he has spoken to a Supervisor here in try to resolve any and all issues with the laptop. We have offered an *** to have the laptop come in for service since has not been in at all where our repair technicians can take a look at the laptop. We have offered to cover the inbound shipping so will not incur any cost. The laptop would be fully looked then repairs made no matter what fully tested and shipped back. The customer as constantly refused despite it never being sent in for us to look at. The warranty the laptop has does not include refunds, we have informed the customer that if wants a refund he needs to contact his place of purchase and see if they can provide such a service. And finally to the claim of ***** 13th & 14th gen *** issue is only related to Desktop PC ***'s and not the ***** mobile *** and that has come directly from ***** themselves and not MSI.

  Thank you,

  Customer Answer

  Date: 12/20/2024

   
  Complaint: 22664302
  
  I am rejecting this response because:

   

  Dear MSI Support Team,

   

  Thank you for your ongoing assistance. However, my concerns regarding my MSI laptop persist and need addressing:

   

  System Stability: The performance issues, including freezes, slowdowns, and crashes, are not isolated incidents but consistent problems that mirror those I previously experienced with my desktop (13th and 14th Gen), which ***** eventually repurchased due to similar issues. This laptop is rigorously used, pushing all resources to their limits with my professional programs, which means if there are underlying faults, they will certainly manifest under such intensive usage.

  Memory Performance: Despite being capable of DDR5-4000 speeds according to *****'s specifications, my system is limited to 3600 MHz. This limitation suggests a deeper issue, possibly with the hardware or firmware, that might not be resolved through standard RMA procedures, which also brings into question marketing issues.

  Warranty Confusion: There's a significant discrepancy between the "3 year Limited warranty" advertised and the information I've received. ***'s warranty should apply regardless of where the product was purchased, provided it's authentic and within the warranty period.

   

  Given these points, and my extensive use of the laptop's resources, which ideally positions me to identify any performance issues or design flaws, I firmly believe that these problems are not just outliers but indicative of a broader issue with the product's design or implementation. An RMA under these circumstances seems inadequate. 

   

   

• Initial Complaint

  Date:12/06/2024

  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.

  I ordered a monitor on sale on November 28th. On November 29th I got a shipped notification and an email saying a label had been created for my order. Due to the holiday shopping volume I didnt expect an update right away.Its now been a week with zero updates or communication, for a $660 order. On December 4th at 8:42Am pacific, I sent customer support an email with my order number requesting an update. On the 5th I called and got through to tech support (the number for customer support is unavailable) and they ccd me in another email with customer support asking for help. There has been zero communication since.Even if my order was simply on back order, knowing what is going on with it would be nice, since Ive already paid for it.

  Business Response

  Date: 12/19/2024

  We did contact the customer regarding the case Mr. ****** did inform us that he had filed a dispute with ******* already for the charge. Did also inform him that we had processed the refund for the charge of the monitor. We did apologize for the experience and mix up and that we are looking into what happened with ***** and to expect refund amount to be done within the next few days.

  Thank you,

• Initial Complaint

  Date:11/11/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 attempted to make a claim with *** they insisted it is physical damage even though i told them it is mounted on their stand and is sitting on the computer desk. According to the extended warranty company ********** informed me it is not physical damage and MSI should cover it. *** stated yes they will repair it but I have to ship it to ** *** and pay for shipping and repairs.Below is correspondence from ***:USRMA From:******************** To:******* ******* Wed, Oct 30 at 8:34 PM Dear *******, ****************** looked over the picture and informed the screen damage is considered to be physical damages and not covered under MSI warranty. Repair quotation to replace the screen would be $285.00 Below is correspondence from ProtectAll extended *************** will not cover it even though i have physical damage coverage because they state my original manufacturers warranty is in effect. However *** refuses to cover it.Computer Systems up to $999.99 In processClaim ID: 8812 Claim Filed Date:October 22nd, 2024 Plan Number:CE1000000178788 Store Code:Brandsmart USA DPT Purchase Date:August 11th, 2024 Delivery Date:August 11th, 2024 Items in claim: 1 1 D 23.8inch I7-1260P 16G 512SSD Manufacturer:MSI Material:N/A I am hoping for a resolution in this matter as I have spent over $950.00 and have nothing but a defective computer of which MSI says that is not possible. They are basically calling me a liar as I tried to tell them I did nothing to it. ***** **** Service and Support ************************: ************** Fax: **************

  Business Response

  Date: 11/22/2024

  After following up with this case and looking at the picture provided that clearly shows a cracked screen caused by a direct impact to it. That is physical damage and is not covered under the standard warranty. The customer is able to pay for that repair the service is offered for out of warranty cases. But unfortunately what has occurred falls outside the warranty.

  Thank you, 

  Customer Answer

  Date: 11/26/2024

   
  Complaint: 22543296
  
  I am rejecting this response because: the computer was not physically damaged.  I believe it was sold to me with a weakness in the screen.  I did not physically damage this computer it was just purchased in August 2024 and it has barely been used.  If they don't want to cover it why doesn't my extended warranty kick in now before the factory warranty ends.  I am caught in the middle with a computer that the company does not want to stand behind and claims i damaged it of which i did not.  This is very poor customer service, and the company is not offering me any answers except to return it at my expense to ********** and pay for the repair.  They do not have any local repair companies, or I would have it repaired locally.  
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:10/31/2024

  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 bought a monitor from *** through Best Buy the end of August and just over a month after recieving the monitor the screen developed a pixel line across the whole screen so i was in touch with msi and they would send me out a shipping label out to me. i just had to will out a *** form for warrenty so they could fix it or replace it. i did all that for them and never recieved anything so i contacted them and the person i was dealing with said he couldn't send me a shipping label because he deals with the USA and im in ****** so he'd send it to the right person and i havent heard anything from them so i reached out to Best Buy and they told me to contact ***, so i did again and cant get a reply from them.

  Business Response

  Date: 11/15/2024

  Have tried to reach out via 2 phone calls and have had to leave message on voice mail. Will continue to try to reach out and hope to discuss case. We did see when researching the case that we had provided the customer with a return shipping label so could send into the service center in ******* 

• Initial Complaint

  Date:10/18/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 placed an order with *** on August 22nd and was given a tracking number implying that it was delivered by ***** on the 26th. However I never received it. I proceed to reach out to *** customer service multiple times over 10 times through email and was informed that a refund would be provided if I confirmed it wasn't delivered. I followed all the instructions and MSI would keep denying it even as I followed their instructions. I reached out to the carrier as well and they pushed me back to *** as well.

  Business Response

  Date: 11/08/2024

  We have reached out to the customer regarding the complaint and after discussing with him was going to provide emails regarding his interaction with agent here at the call center. We have unfortunately have not yet received those correspondence from him. We will look to follow up with this case once we have received the info he was to provide as we discussed.

  Thank you,

  Customer Answer

  Date: 11/13/2024

   
  Complaint: 22439573
  
  I am rejecting this response because:

  I was reached out by ***** ****, an executive of *** product support and I forwarded the emails to him, yet no resolution. 

  Sincerely,
  
  ***** Thai

• Initial Complaint

  Date:10/01/2024

  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,Last week I saw a deal running at the *** store for purchasing the Project Zero B650 motherboard with a case. It was originally going to subtract $100 from the total but as I was checking out, I hit an error, went back to my cart which was now empty and now it reflects a $50 discount. I've come to understand that *** decided to change the deal but I wanted to ask if an exception could be made because I was planning on purchasing a SSD and a power supply for my build as well.

  Business Response

  Date: 10/02/2024

  The Store team had been in contact with the customer regarding the matter here. It was explained that an error occurred with the system and the discount offer that showed up was not a valid offer. Was not stated on the website in any way from our understanding. And so when proceeded to check out the discount was auto corrected to the true advertised offer of $50.00. So that is all that we can offer for it and nothing we can do to make that change. We are sorry for the experience and do apologize.

  Thank you,

  Customer Answer

  Date: 10/02/2024

   
  Complaint: 22366932
  
  Hi,

  I am aware I contacted store support. I asked if a manager could weigh in and did not hear back if that was going happen. I find this to be a disappointing experience. Is it not possible to add some MSI rewards to my account to help make up for the difference?
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 10/11/2024

  All we can advise is that you contact the US Store at *************** they would be the only option for contacting in order for that type of request.

  Thank you,

• Initial Complaint

  Date:09/30/2024

  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 an *** all in one laptop in late June of 2022. In May of 2023, I started experiencing issues with the display on my laptop. It would fail to start upon powering on my computer, and I would have to force-restart in order to bring the display back up. I called in early June of 2023 (making sure to call before the one year warranty had expired) and was told that this was a known issue, and to use a screensaver in order to circumvent the display going into sleep mode. I was also told that if I were to send it in, not only would I have to pay nearly $70 for it to be looked at, but that it was also likely that the issue would not be covered and that I would have to pay for the repairs. I continued having issues, and things have progressively gotten worse (sometimes requiring upwards of 20 force-restarts before my display will turn on), and decided to call again today as I am unable to reliable use my computer for my job. I was told that this would have been covered under warranty, and that there were no notes related to my first call. They informed me that I am now outside of the warranty, and that I am basically out of luck even though this is a known issue.I would like *** to take some accountability for issues that they are aware of with their products, and suggest a repair under warranty, rather than just a temporary bandaid. I originally chose *** for what I thought was a stellar reputation, but I now realize that they will instead leave you stranded with a faulty product.

  Business Response

  Date: 10/25/2024

  We have made several attempt to contact the customer and have been unsuccessful. We also stand by our warranty and will look to help and can provide out of warranty service. The customer has spoke to dept. supervisor in the past and this has been communicated. We will try to contact the customer and try to find an amicable resolution. 

  Thank you,

• Initial Complaint

  Date:08/26/2024

  Type:Order 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.

  Under my warranty with MSI I was looking to get a motherboard replacement. They cost me money to send my motherboard to them just to turn around and ship it right back. There is lack of communication as I wasn't even given a report of what was found and fixed if anything. The motherboard still has the issues I originally talked with them about. And I clearly stated I wanted a replacement board. I didn't care if it was refurbished as long as it was tested and working i would accept it. I had to keep creating tickets because they didn't update their notes properly. And over all I'm dissatisfied as the purpose of a warranty is to get a working product if the original isn't working as intended. I'm escalating this to get a motherboard replacement under warranty.