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

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

• 

  MSI Computer (Canada) Corp

  371 Alden Rd Markham, ON L3R 3L4

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:07/05/2023

  Type:Product 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.

  Brand new laptop that has no functioning camera . Purchased less than a month ago.*** says i must contact my college for a solution, however the college says i must contact them for a solution.

  Business Response

  Date: 07/12/2023

  Have tried 3 times to contact the customer in order to discuss case and look to get the case resolved. Have left message with direct contact info so can get to me. Responded to complaint in the hopes that *** help hearing from the customer.

  Thank you,

  Customer Answer

  Date: 07/13/2023

   
  Complaint: 20278473
  
  I am rejecting this response because:

  laptop is in use and they must send a replacement as without this laptop would render me unable to complete my job.  

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

  Business Response

  Date: 07/14/2023

  We are sorry but that is outside the warranty policy the laptop must come in for repair that is the term of the warranty. We can ensure that for this case the repair is process express service for a quicker TAT than the normal general TAT of 14 business days. Which for a webcam repair is generally a quick repair anyways. We can cover both way shipping despite the warranty term of the customer having to cover the inbound shipping. That is what we can offer to resolve the case. Also please provide the serial number so we can confirm the type of warranty the laptop ****.

  Thank you,

  Customer Answer

  Date: 07/15/2023

   
  Complaint: 20278473
  
  I am rejecting this response because: If MSI will cover my lost wages while the laptop is in their possession then we will have stuck a deal.

  This is my last communication on this topic before seeking legal action. 

  MSI has the Serial number, model number, build and any other pertinent information related to this laptop including the date of purchase.  Has MSI lost track of those records? 
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:06/21/2023

  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.

  So i asked MSI About Spare parts to my MSI MAG CORELIQUID 240r V2 Cooler for the Long Screws. They Dilly daddled To get it out it Should have been 06/08/23 for Shipment. right It was 06/14/23 6 Days OVERLATE. They BAIT AND SWITCHED me for the 8 Extra fan Screws for 2 COOLER STANDOFFS . I call Incompatance of the Companie aka MSI . Person in charge of the Spare Parts:********************************* MSI Has 24HRS to Make this Right use FDX PRIORITY OVERNIGHT as my Choice ...Im ****** MAD MSI THIS IS NOT RIGHT....GIVE ME THE LONG COOLER FAN MOUNTING SCREWS....

  Business Response

  Date: 06/29/2023

  Did check and confirm that the requested parts that had not been sent originally were shipped out on 6/21/23 according to our parts rep.

  Thank you,

• Initial Complaint

  Date:06/13/2023

  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 purchased hardware that qualified for a promotional key for Diablo IV. The description on the store did not match the reality that the key would take several weeks to arrive - and it still hasn't. The key is used on the GeForce experience app which claims that participating vendors would send key in "up to 14 days", MSI claims it takes them 2-3 weeks to send keys "if they have them". I worry that I wont receive a key and feel like their promotional message was intentionally falsely advertised."Get Diablo IV with Select GeForce RTX 40 Series." Maybe, if we have keys. And also it'll take us 2-3 weeks to give you a key. Thanks, MSI!

  Business Response

  Date: 07/07/2023

  We have tried both via email and phone to contact the customer and follow up with the complaint. We were waiting to see if we heard back and will continue to follow up and look to resolved for the customer That was the primary reason for not responding in the allotted time given.

  Thank you,

• Initial Complaint

  Date:06/08/2023

  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 shipped a graphics card to MSI under RMA RRW23033244, for repair. The company shipped back the package, and it got returned back to them because they failed to ship it properly with the address and customs information visible. I asked them to make sure this information is visible prior to shipping it again. They failed to acknowledge my request and they shipped it again, and this time the package got completely lost. The refused to help with locating the package in any way.I would like to seek a replacement sent out, I am not responsible when MSI fails to ship their package properly so it is returned in good condition by the customer.

  Business Response

  Date: 06/15/2023

  Contacted the customer via a phone call and we did discuss case. We have decided on a solution for the case the customer will file a lost package claim for that. And then provide that info so that once we have we will go ahead and flag the serial number for the card as lost and no warranty service will be provided. Then we will go ahead and send out a replacement card same model will provide tracking info and will until that is done be in communication with the customer.

  Thank you,

• Initial Complaint

  Date:05/26/2023

  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.

  Purchased a laptop and mouse, but never received the product. MSI and ***** refuse to do anything about it. No signature obtained, no footage on my doorbell camera, no pictures taken by the ***** driver. No refund offered or any resolution. Date of purchase January 28, 2023. Filed a dispute with MSI, PayPal (the processing enity), and my bank. Everyone denies the claim saying it was delivered, but there is no evidence of the products being delivered. Police report has been filed. I work from home and ***** never came to my house.

  Business Response

  Date: 06/08/2023

  Have contacted customer and discussed case. The customer did provide some info regarding the case via email and awaiting more information. Then we will review and discuss internally what if any steps can be taken in order to resolve. Despite the fact that Fed Ex concluded in their investigation that the packages were delivered containing the laptop and mouse. We will continue to follow up with the customer since communication has been established.

  Thank you,

• Initial Complaint

  Date:04/18/2023

  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 just had the worst customer service experience of my life.I bought my GE75 Raider in late 2020.I also purchased extended warranty.Early last year, it started sporadically freezing and crashing.Im a computer and electrical engineering student, and have always been tech savvy, so I started troubleshooting the issue.I started running diagnostics tests on the **** SSDs, CPU, and GPU. Everything passed with flying colors.I then did a clean Windows install to make sure it wasnt the software. I also updated the **** and reset the EC.None of that worked.Ok, well, its clearly the motherboard or its an electrical problem, and Im not equipped or knowledgeable enough to fix that here myself.So I began an out-of-warranty RMA process.They tell me its going to cost $1,000+ to replace the **** if its that. I said, as much as that *****, thats fine because I had already spent thousands on this computer. I want to extend its lifespan as long as possible.After talking to many rude and impatient MSI customer reps, I just got an email telling me that since MSI no longer manufactures ****s/parts for the GE75, they are going to send me back the unit as is.So, after initially spending $2,500 on a laptop that is less than three years old, after spending another $64 on shipping/insurance, I am told that the manufacturer no longer makes the part, so they cannot repair my computer. A replacement was not offered. The nonfunctional computer was returned to me except it was never actually delivered to my address. I asked them what I could do and they said I have to go to a third party computer shop.So after spending this much money on an MSI laptop, I now have to spend another God knows how much getting it repaired, and by some dinky computer shop that might totally make it worse.MSI could have simply offered to replace the laptop, but they chose not to.This is why their customer service has an abysmal rating world wide.

  Business Response

  Date: 04/21/2023

  Did contact the customer to discuss case via a phone call. Prior to contacting the customer did check on the *** RMA that was done. Did find out that we were unable to make the repair due to not having the part (motherboard) available at the time with an open ETA. So was in the end sent back to the customer. I had checked with ***************** and they stated that after checking were going to be able to get a MB in. I informed the customer that I can have the laptop come back in we would cover the shipping and that we could make the repair after all. He stated needed to think about it after getting him the repair quote. He did a few minutes later give me a call back and we setup an RMA with a return label sent. We will make the repair at the repair quote given and we will follow up with the charges after is received customer did agree to this.

  Thank you,

  Customer Answer

  Date: 04/24/2023

   
  Complaint: 19948820
  
  I am rejecting this response because:

  The motherboard started failing 1.5 years ago but it at first it was so sporadic I ignored it. 

   

  it has gotten worse over time. 

   

  The microphone does not work at all. The speakers don't work well. There are a few dead pixels in the screen. 

  The lcd hinge cover is broken.  The bottom panel is damaged.

  I'm not going to pay $1,000 to have just the motherboard repaired that should have been functional in the first place and covered by the original warranty anyway. 

  I have spent thousands of dollars replacing parts in this computer all to no avail.

   

  I want the computer replaced with a GE78HX or a Titan GT77HX. With a 4090.

   

  I will not accept anything less. 

   

  Replace the laptop with either model and send back the detachable parts of the old computer to me. The ram and memory. Anything I put in, send back. 

   

  Don't bother calling me to discuss this or try to talk me down to a repair or lower end model. 

   

  If you're going to communicate with me,  send me an email saying you agree to my terms. 

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

  Business Response

  Date: 04/24/2023

  We have made contact and discussed case the customer did not mention any of that was stated and regardless the laptop is out of warranty. We offered to make the *** RAM repair which a motherboard replacement is required. The customer accept the offer and was issued an RMA with return label. It is our understanding then if the customer does not wish to proceed with the agreed upon solution that was discussed then we have nothing further to discuss and is closed as far as we are concerned. Now if the customer does wish to proceed with the solution that was discussed we are more that happy to help with that repair.

  Thank you,

  Customer Answer

  Date: 04/24/2023

   
  Better Business Bureau:
  
  Tell MSI to go ahead with the repair. I agree to the original terms as discussed per the phone call and I will pay for the repair.

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

• Initial Complaint

  Date:03/22/2023

  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.

  Im a retired professional who carefully looks after my expensive equipment and they could see by how it was packed for shipping I baby my laptops.I'm being asked to pay to repair a laptop in warranty for water damage due to laptop design. MSI RMA#CNB23020878. As the laptop has never had water on it and always been inside at room temperature only explanation how this damage could be caused? Must be condensation from small size, not enough venting, running so hot and fans shutting off before inside cooled to room temp. With cooler metal parts and moisture in hot air inside not completely exhausted condensation expected. Sounds like a design issue?Other instances found online.Please have MSI authorize to have this fixed by MSI as problem due to design flaw.

  Business Response

  Date: 04/05/2023

  After checking with the ****** service center for a status on the *** the customer had. Was informed that the repair was made and covered under the warranty fully tested and has been shipped back to the customer.

  Thank you,

  Customer Answer

  Date: 04/06/2023

   
  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:02/21/2023

  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.

  I bought a computer hardware bundle from MSIs website on 1/11/23 for $2700. It said items could be returned within 30 days. I did not use or install the items, but decided I did not want the bundle on 1/26/23 and emailed MSI via the method they list on their website for making a return. I received a reply email from MSI on 1/27/23, stating that I would receive an RMA number within 7 days. I emailed them again on 2/6/23, because I still hadnt received an RMA number. They never replied. On 2/8/23, my wife called MSIs customer service phone number that was listed on the websites order history page multiple times and no one ever picked up, so she left two voice messages. She also live chatted with an MSI staff member on 2/8/23, who informed her that the only way to get an RMA number was via the email address I had already emailed. I sent another email to MSI on 2/10/23 asking again for an RMA number, and noting that the following day would be 30 days since I ordered. I still have not received any reply from them, so have no way to return this very expensive bundle I purchased. I have the order information, all of the emails I sent, their one reply stating I would receive an RMA number, and a screen cap of the live chat that I would be happy to provide BBB if desired. Thank you!

  Business Response

  Date: 03/06/2023

  We did attempt a call on friday 3/3/23 but had to leave a message. Did try again today and was able to speak with customer and we did discuss the case. Seems like the online store had issued a return for the bundle but did not get to the customer.  I have resent that via an email directly to the customer and once we have received the bundle the refund will be processed. 

  Thank you,

• Initial Complaint

  Date:01/24/2023

  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.

  Laptop purchased from best buy died in 6 or 7 months. It was the motherboard due to faulty manufacturing. It cost approximately $223 dollars to ship it. I want that money returned to me. The *** is NRW23000864

  Business Response

  Date: 02/16/2023

  Did contact customer and discussed case mentioned all that occurred with his interaction with MSI for laptop service. Customer will send receipt for the shipping charges he incurred to send the laptop in for RMA service. Once received we will go ahead and refund the amount and provide update once that is completed.

  Thank you,

  Customer Answer

  Date: 02/21/2023

   
  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:01/24/2023

  Type:Product 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 MSI GS66 Stealth *************************** 2021. Towards the end of 2022 the laptops keyboard had random keys (Q, R, and D) stop working entirely. I've looked online and found that this is a very common issue in MSI laptops with SteelSeries keyboards and there are no concrete fixes. If this is not addressed properly and fairly then I will never purchase MSI or SteelSeries products again.

  Business Response

  Date: 02/16/2023

  Did call customer to discuss the case and was unable to get a hold of the customer so had to leave a message with direct contact info. Will await his response but will also continue to try to reach out and look to resolve.

  Thank you,