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 Corp

  170 4611 Viking Way Richmond, BC V6V 2K9

• 

  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 (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:09/28/2023

  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.

  Items have not arrived after weeks of waiting. ***** tracking says 'in transit' and has for nearly a week. **************** is useless.Order is *****

  Business Response

  Date: 10/05/2023

  We have confirmed that the package has been lost by Fed Ex. The online store reps have contacted the customer and updated him to that and are working to resolve and get the order fulfilled and shipped out. We are working to get this resolved as quickly as possible.

  Thank you,

  Customer Answer

  Date: 10/16/2023

   
  Complaint: 20667283
  
  I am rejecting this response because:
  

  MSI has still not reached out to me or resolved my issue. The letter was received October 6th and I have not been issued a refund or replacement or received any update from the merchant.

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

  Business Response

  Date: 10/27/2023

  We are still currently working to resolve this case and just waiting to hear back from ***** to conclude the lost claim and once that is done we will be sure to continue to contact the customer and provide update./

  ***** Claim #: C-124914042
  
  As soon as we hear back regarding the claim, well be able to offer a resolution for this one.  

  Thank you,

• Initial Complaint

  Date:09/25/2023

  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 Qty. 3 GE66 Laptops on 12/24/2020. During the warranty period I had to send one of them into MSI to get the hinges repaired.. That went well and they shipped it back repaired. Now I have a hinge issue on one of the other ones. I shipped it to MSI under RMA NRW23068175. They sent me an email that the repair would be $1,644 for a defective motherboard. This is beyond ridiculous since I only paid $2,200 for it new less than 3 years ago. How can MSI possibly charge that much on a product they sold new for $2200? They are in the process of sending it back to me as I refuse to pay the inflated repair cost. I'm a very unhappy customer and will never buy one of their products again.

  Business Response

  Date: 10/27/2023

  We did make the hinge repair and replaced the fansink that includes fans. But we found keyboard and *** failures and since the laptop is out of warranty we could not cover those repairs only the ones we had stated and that was hinge. The customer refused the repairs for the *** and keyboard since there was charges and so laptop was shipped back.

  Thank you,

• Initial Complaint

  Date:09/18/2023

  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 have an issue with software that was pre-installed on the machine by the company researched the web to verify if anything could be done to no avail. Reach out to the company all they did was give me link to a site that was not even theirs all options listed where done but software was not found. Informed by them to reach out to ********* but that is not there issue. Reached out again to now be told to go ahead a factory restore a brand new laptop? this is their fix. I have not spent thousands of dollars to start off with issues and tell me too restore something that should not have an issue straight out of the box.

  Business Response

  Date: 09/29/2023

  We have reached out to the customer and come to an agreement of warranty repair service to address the concerns brought to us Thank you

• Initial Complaint

  Date:09/14/2023

  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 filed RMA and shipped the monitor under warrenty on 8/27. I have to pay for the 100 shipping cost.The RMA sent back the replacement with wrong name and incorrect address. I have to contacte the delivery and picked up the package.The delivery cost more than a week.They didn't give me the tracking num ber until I asked.The returned monitor is completely broken,.

  Business Response

  Date: 09/14/2023

  We have reached out to the customer and discussed case. We have issued another RMA with a return label and we will go ahead and get the monitor replaced and shipped back to the customer. The customer did agree to solution and all was processed.

  Thank you,

• Initial Complaint

  Date:09/05/2023

  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.

  Customer: ********************************* ******************************************************************************************* Phone: ************ To whom it may concern, I had an unsatisfactory experience with the *** department of MSI Motherboard in **********. After sending my faulty motherboard for repair, I received it back after a week, only to discover that it still had significant issues. I had to repeat the entire process and wait for another week before receiving a refurbished new motherboard, which is also was faulty . As a result, it became impossible for me to work on my PC, and I had to contact the *** department again and send the motherboard for another repair. This is my third *** at this point, and the constant repairs have caused me great inconvenience and frustration. I have lost a considerable amount of personal time dealing with this issue, and it is affecting my work. I require either a new part or a full refund, and I hope the company can take action to resolve this matter swiftly. My desired ssettlement with MSI company will be very simple. New part or full refund or store credit so I can purchase completely new motherboard from MSI webstite.

  Business Response

  Date: 09/18/2023

  Contacted customer and did return a message left. Discussed case and afterwards we agreed to have the MB come in had to release a new RMA and return label had received one already but had not sent MB back yet. Once received we will look to get the MB replaced for a new MB and will follow up with the customer once is ready to ship and provide tracking info. Customer did agree to solution so all was processed and released accordingly.

  Regards,

  Customer Answer

  Date: 09/22/2023

   
  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:09/05/2023

  Type:Customer Service 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.

  The power **** on my laptop stopped working. I contacted MSI tech support to request a repair quote knowing my laptop is out of warranty and they said they do not accept "end of life" machines to be sent in for repair. It's a 6 year old laptop that cost over $1500, so I asked what my options were and they said they have no available solutions. They told me to ****** a laptop repair shop even though I told them multiple times that I have already taken the laptop to 3 different places and no one is able to repair it due to the nano soldering techniques MSI uses. They said there is nothing they can do to help, to pretty much trash the laptop, and the customer service person hung up. Never had such horrible service in my life for a product that is supposed to be top of the line. Absolutely disgusted with the quality of service.

  Business Response

  Date: 09/15/2023

  We have reached out to the customer and discussed the issue and repair that is requesting to be done. We informed that due to the age of the laptop 7years old. That we did not have parts available but that we can try to repair under an out of warranty RMA where charges will apply. We gave a rough quote of that repair and the process for an OOW RMA. After the customer will check with another repair shop and see if they can repair it. We did provide the customer direct contact if wishes to proceed with the repair.

  Thank you,

• Initial Complaint

  Date:09/01/2023

  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 have been having endless issues with a model of graphic cards (***) I have purchased. Said model being the *** RTX *********************************** dead on arrival. I have sent the *** in for RMA 4 times now, all replacements have malfunctioned. By the company, I was promised an upgrade from my original card TWICE. Both times, I have been sent back the same model. I have been dealing with this constant RMA cycle since January. This last time, I was promised that the upgrade would be honored, for my struggle with getting a working product replacement, as well as the fact that it was not honored in the first place. I was promised the model *** RTX **** TI Suprim x 12G. But once again, I was sent the same model.

  Business Response

  Date: 09/07/2023

  Contacted customer and did discuss case found that had worked with an agent to get the card promised from the last RMA. Did find that was setup already and being done. Informed customer that I will follow up and make sure that we get this taken care and look to have the replacement shipped out ASAP and will ship 2nd day back. Customer did agree for me to follow up and make sure is resolved and we get the correct card that was promised.

  Thank you,

  Customer Answer

  Date: 09/07/2023

   
  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:08/30/2023

  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.

  Bought a new MSI GEFORCE RTX **** SUPRIM X 24G 4/17/23 for $1700 from *********. It developed screen artifacts in June. Sent as *** to MSI 7/8/23. No information given from MSI about what was wrong, but on 7/26 they shipped a replacement back to me, so I assume my 2 month old card was not repairable. Replacement was a refurbished **** GAMING X TRIO, not the **** SUPRIM. I called and requested the same model that I had sent, not a lesser model, & was given another ***. Sent the **** TRIO back, and on 8/12 received a refurbished **** SUPRIM that had NO video output. I spent all weekend troubleshooting the issue, but the received card was non-functional. Called 8/14 and asked for a new replacement, not an unknown quantity refurbished replacement. Was told they only send refurbished products. Asked for a supervisor and was told one was unavailable, but the service rep supposedly spoke to one and they were okayed to send a new one from a nearby warehouse (********************* only had refurbished stock). Was told this would all be on the record so anyone dealing with the *** would know. Sent back as *** on 8/14. On 8/16 got an email that they had reserved an open box, like new tested card for my ***. On 8/21 I emailed asking about the status of the ***. On 8/22 I got an email that the replacement card was shipped. On 8/25 I received back the exact same serial number **** SUPRIM card that I had sent on 8/14. Yes, the one that had NO video output. Not the open box, like new card I was told I would receive. This one was marked as repaired OK. It still had NO video output. I spent all weekend troubleshooting. It is recognized as an unknown display adapterno video output, and DOES NOT work. I have now spent two months without a functioning computer, trying to get my 2 month old $1700 graphics card replaced. I dont believe that MSI actually tests replacements, and their refurbished cards are of dubious quality. Would like a refund & to never buy MSI again.

  Business Response

  Date: 09/07/2023

  Contacted the customer and discussed case found that he had got another *** and has sent the card back into the service center. Will work on the case to get customer under the *** a brand new replacement to resolve the case. Once i have gotten everything setup will contact customer again and provide all information on new replacement. Customer did agree so will follow up within the next 1-2 business days customer did agree.

  Thank you,

  Customer Answer

  Date: 09/08/2023

   
  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:08/15/2023

  Type:Customer Service 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.

  MSI customer service is the worst out of any tech company I have ever dealt with. Super rude representatives provide wrong information puts the call on hold and hang up as they please. Also request to speak with manager but they denied and hang up the call. I had purchased a NVMe drive and that was my biggest mistake at first place, drive has failed in few months and when I called in to get help they were very disrespectful and didnt even bother to ask the serial number or look into the issue I was having. The rep told me to search online and follow the warranty instructions on their website and send the defective unit. Well I know thats easy for them said because its not that simple because I have my sensitive data and drive not being detected theres nothing I can do other than pay someone for data recovery/wipe out and etc. and since this was my primary drive that failed my computer is also trashed at the moment it doesnt even turn on.This was my second experience first time when I contacted the customer service about a monitor that had dead pixels and they were same they never asked for any serial number or nothing to look future but told me if it has 1 or 2 dead pixels they would not replace or repair luckily I contacted the company I purchased and they returned the product for refund. But this time I am way out of return window and the only option was to get the warranty as they say 5 years warranty on drive which they make it all attempts to treat the customers in a way that they dont bother and just let it go.I am very disappointed with this experience by MSI and their reps has no intention to help their customers and I would never recommend this company to anyone I know in my life to purchase anything.

  Business Response

  Date: 08/24/2023

  We have reached out to the customer and are working to setup a CS RMA for the bad SSD that the customer has. And once setup we will send out a replacement SSD and customer will return the bad one afterwards.

  Thank you,

  Customer Answer

  Date: 08/25/2023

   
  Complaint: 20467980
  
  I am rejecting this response because: I have been contacted and asked for my CC information when I provided that they said they are getting declined on card from bank, I provided another card information and that also didnt work for them. I contacted my bank and was told that theres no issues as far as my card is concern its only the problem how merchants is trying to charge the card and what information they are entering for system to validate. The bank is not seeing any errors or declined.
  

  I am sure its MSIs another tactic to bully and not help.
  
  Sincerely,
  ***** ******

  Business Response

  Date: 08/31/2023

  We did follow up with the customer and offered a desired solution for the *** according to our policy's we have in place so that we can resolve. Which would have been an advance replacement RMA that customer agreed upon. But the CC the customer provided would not go through at all we tried multiple times with the CC being declined. We use the same machine for other customers up to today without any issues whatsoever other than CC being declined due to number mistake or bad CC. Since we could not continue we offered the customer a regular RMA with return label and express service for a quick swap out. That was released to the customer from our end but he stated he still needed to try to get his data off the *** and did not think he would send in that was not worth it.

  Thank you,

  Customer Answer

  Date: 08/31/2023

   
  Complaint: 20467980
  
  I am rejecting this response because: ************ is shady and their representatives are biggest liars on earth. Someone from technical support called me earlier this week and asked for my credit card information to process the *** for which I was very skeptical at first why someone would ask for customers banking information over the phone but I provided that inorder to get help. Then I got a call from ******* saying that the card is getting declined for $50 and If I have another card then I had no option but to provide another card number but even then still I didnt get any help and they keep saying the charge didnt go through, its not possible that I use this card every day and that happen to two of my cards ? but then I got a call from my bank that they detected something suspicious and someone tried to charge my card for over $3000 ? They first been telling me the card is not going through but tried to charge my cards for some scam. ************ is ridiculous and fraud.

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

  Business Response

  Date: 09/01/2023

  This is not the case we have no reason for this we want to help resolve the customer's issue and looked to do exactly that.

  Thank you,

• Initial Complaint

  Date:07/10/2023

  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.

  On November 15, 2022, I made a purchase of a "GeForce RTX **** SUPRIM 24G" for the price of 1599.99$. My order number is *****. See Invoice.pdf, Receipt2.pdf, and TrackingOfOriginalShipment.pdf On November, 22, 2022, I received the item. I began to have issues and noticed the item was having problems in mid February. I tried to diagnose and fix the problem myself and reached out to MSI on the 28th of February, They reached out with some advice and solutions, some of which I had already tried. See FirstContact MSI.pdf I tried all their solutions and still had issues with the product, and sent in the product via a RMA on April 14, 2023. See RMA#1.png, RMA#1, and RMA Packing List#1.pdf See RMAShipping1.pdf On May 1st, I received the *** back. I began confirming the product was working and started experiencing issues again, so I started another RMA on May 18, 2023. See RMA#2.png, RMA#2.pdf, IMG_0420.jpeg, and IMG_0421.jpeg. See 2nd RMA Shipping Label.pdf. I received the item back on June 16, 2023 and noticed the item was damaged. I immediately called them back and informed them there was damage on the the replacement unit. See IMG_0526.jpeg and IMG_0527.jpeg. I called them back immediately and was told they would provide me a replacement either two replacement units that were inferior to the original product or another product which is different from the product I originally purchased. See ReplacementOffer.pdf. See RMA3Shipping.pdf I sent in the third RMA the next day on June 17, 2023. Since July 1st, I have been no longer able to track the **** I was promised a working **** graphics card with a three year warranty. Within a few months, the card was clearly defective and MSI has failed to provide a proper replacement. Furthermore I have not had access to the product I purchased since April 14,2023.

  Business Response

  Date: 07/13/2023

  Contacted the customer via a phone call and discussed case. Provided update that the replacement card under the *** had been shipped out and would send email with the tracking info. Also informed the customer that the card was replaced with his model same model of card he sent in. RTX4090 Suprim 24G and not any other card. Also did inform the customer that once gets the card and tests it if has any issues to contact me directly. All my contact info will be in the email that will be sending with the tracking number. Customer indicated could be a MB issue and that he has a MSI board also so if that is the case I will help to get that resolved also if needed. Customer did agree and so will follow up if needed.

  Thank you,

  Customer Answer

  Date: 07/18/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. I find the response acceptable but am very skeptical about them following up and actually resolving my issue with their product. If possible I would like to leave this complaint open still. 
  
  Sincerely,
  
  ***********************