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:01/17/2023

  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.

  On 1.9.23 I purchased GeForce RTX **** ************* 24G - Z790 CARBON WIFI S360 Gaming Kit for $2,459.97. I was very pleased with the speed of the delivery, it arrived sooner than it initially indicated. Unfortunately, that's where my satisfaction ends.When I went to open the box, I noticed that the company branded tape used to seal the box had been cut and was resealed with one strip of packing tape. When I inspected the contents I discovered that the motherboard was factory damaged. I had not even opened the static guard bag (which still has the original tape used to seal it unbroken) when I noticed that there was a distinct rattle which should not be present on any motherboard. When I looked through the static guard bag, the area with all the on board connections (USB, Audio, Video, etc.) was broken off and one of the coverings for one of the m.2 slots was loose. I have tried to contact MSI support to get a replacement for my factory defective product but all they will offer me is a return and a refund and have told me to purchase the bundle again. They have stated that "We do not have an exchange policy at this time. We ask that you purchase the new item and return the unwanted item." I don't have an unwanted item, I have a factory damaged item that should be replaced. There is also no guarantee that the product I purchased will even be available.In section 1.2 of the warranty that is posted on their website (******************************************), it states "Replacement for a new product within seven days: If the Product incurs a breakdown within seven days after the date of you purchase, and the breakdown is not caused by circumstances listed on Article 1.4, you are advised to bring the Product to the original store of purchase to ask for replacement for a new product, with the complete original package and accessories attached by the invoice and warranty card." I have tried to get a replacement from the original store of purchase which is MSI.

  Business Response

  Date: 01/27/2023

  Have contacted customer and discussed case. Had to get with online store to resolve which did. There seems to have been miscommunication between the store agents and customer service. But will go ahead and get the MB replaced. Has been received under the online store return number. Had to processed RMA and will walk the MB through to get it replaced and shipped out ASAP.
  Thank you,

• Initial Complaint

  Date:01/17/2023

  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 a **** xt graphics card.Card arrived defective.I pursued a warranty replacement twice, spending around $30 in shipping fees.Both times, I received faulty cards. (3 faulty in total)RMA numbers EMAXT22080545 and EMAX22070380 provide evidence of the first two cards being defective, as they underwent a repair process.I reached out to customer support to ask about a refund, and was told to call ************ and ask for a supervisor. I called it on 1/17/23 15:12PST and after following the prompts, the automated system disconnected me. At 15:15PST on 1/17/23 I called again to **************, an alternative customer service phone number, and asked for a supervisor for a refund. They refused to connect a supervisor and told me that they do not process refunds, and to pursue the vendor.However, after processing two warranty replacements so far, not only has over two months elapsed since the purchase date due to the exceptionally long service timeline provided by MSI of ***** business days, far beyond any reasonable return window offered by any vendor, but I also possessed a card that had a different serial number than the one I originally purchased, exhausting any opportunity I had to pursue a refund from my vendor.Attached is a document showing a customer agent

  Business Response

  Date: 01/27/2023

  Contacted customer regarding case and will work with him to get resolved. Will issue an RMA with a return label. And will look to replace card with comparable new replacement.
  Thank you,

• Initial Complaint

  Date:01/16/2023

  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.

  I purchased a MSI GE76 Raider on April 11, 2022. I am beyond careful with this expensive device. First the left hinge busted, then the right one exploded...detaching the screen from the keyboard. They refused to honor warranty because I purchased thru a third party ******* I have learned that this occurs a lot. This is due to faulty materials and workmanship. They know this and do nothing to change this from continuing.

  Customer Answer

  Date: 01/29/2023

  I was contacted via phone, 1-27-2023 and left VM. I missed the call and would prefer to be contacted via email: ************************

  Business Response

  Date: 02/03/2023

  I have sent an email to the customer as requested and look forward to hearing back from her with the hope to resolve the complaint. Thank you,

  Customer Answer

  Date: 02/20/2023

  I apologize I didn't reply on BBB,I've been really sick the last month. Especially, this past week. The matter  has been resolved and appreciated. 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:01/06/2023

  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 sent my laptop in for an RMA repair. Upon receiving my laptop I was contacted by ************************* via email stating that my laptop cannot repaired. They claim I self inflicted the damages on my laptop, which is not feasibly possible due to where the damage is at. She stated I could pay 800 dollars to have my laptop repaired outside of warranty. I emailed ******* back promptly, and it has been over a WEEK since I have had any contact with ******* regarding my laptop. I am HIGHLY disappointed at the lack of communication with this company, and how they try to get out of warranty repairs by trying to blame the customer! I want to someone to contact me and I would like my laptop repaired with the equivalent or better parts because this is just ridiculous! I didn't spend $1,000 on a machine to go out of my way to purposely break it and then try and fight to get it fixed and stay in contact with someone. I will NEVER recommend this company to anyone EVER again.

  Business Response

  Date: 02/03/2023

  I have reached out to the customer via phone and sent an email to discuss the case. Will await to hear back and if not will try to reach out again. Will look to resolve this with the customer in a positive outcome.

  Thank you,

• Initial Complaint

  Date:12/27/2022

  Type:Customer Service 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 MSI MAG B660M Mortar WIFI DDR4 Motherboard from *************** on November 22, 2022. MSI falsely advertises this motherboard as supporting both 12th and 13th generation processors. Some posted material states the motherboard may require a BIOS flash to support the 13th generation processor; however, no where is the process for or cost of reflashing the motherboard stated. After receiving the motherboard, I was directed by customer service to open an RMA and pay to mail the product back to the manufacturer so it could be flashed to support the 13th generation processor (only supported via updated BIOS flash) I had purchased. The other option I was given was to purchase an additional processor (12th generation) to install in the motherboard so that it could boot and be flashed to support the 13th generation processor I have already purchased. Both of these options cost the consumer additional money and a substantial amount of additional time - neither of which or made obvious or clearly explained in the advertising. I'm filing this report to protect other customers from having to spend additional money to get a product to function out of the box, as it is advertised to do. MSI, on the phone, also claimed that there is no way of them knowing which BIOS software is running on the motherboard and so they therefore cannot know if the motherboard will support a 13th generation processor. Again, it is advertised as supporting a 13th generation processor - the nature of the accessibility and cost of a required BIOS flash to the consumer is unclear and misleading. Lastly, it states nowhere that a customer is required to spend additional money after receiving the product to add support for the 13th generation processor.

• Initial Complaint

  Date:12/09/2022

  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 an MSI ***************** for approximately $2000 dollars march 2021. Earlier this fall I started to have problems with it. It randomly shut down and wouldn't start back up normally. I took it too 3 different computer repair shops. Had the battery replaced($250), Power Adapter replaced ($150) plus all the fees to even have the computer looked at. After I had the repairs done the laptop ran for maybe 20 mins before it shut down again and now it won't power up at all. No one has an answer as to what's wrong with the computer. A computer repair store said that it's most likely the motherboard and try to sell it for parts on ebay to recoup some of the costs. I've spoken with MSI Customer Service and their suggestion is to send it in to them at my expense, pay the fee to have them look at it and see what they have.
  
  This laptop has seen minimal use, mostly used for my kids schooling. I think its unreasonable for a $2000 laptop to have this issue after 16 months and I'm just expected to write it off basically too bad for me...
  

  Customer Answer

  Date: 12/17/2022

  Through checking online chat forums I've learnt while this problem while is rare it's not unknown and it's one that MSI has known about for years.There were no fixes noted in those Forums.
  
  So I question if they're producing laptops with known issues but that issue is so rare they couldn't be bothered fixing the issue.

  Business Response

  Date: 01/11/2023

  Consumer Response /* (-5, 5, 2022/12/17) */
  Through checking online chat forums I've learnt while this problem while is rare it's not unknown and it's one that MSI has known about for years.There were no fixes noted in those Forums.
  
  So I question if they're producing laptops with known issues but that issue is so rare they couldn't be bothered fixing the issue.

  Business Response

  Date: 01/20/2023

  Called customer on 1/20/2023 with the hope of getting a chance to discuss and look to resolve the complaint. Had to leave a message with direct contact info so can call direct for follow up. Will continue to try calling and also look forward to hearing back from customer also.
  Thank you,

  Customer Answer

  Date: 01/27/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I've yet to actually speak to anyone. I returned their phone call and left a voicemail with my name and phone number. I have not heard back from them and in their original phone call there was no plan moving forward. They just acknowledged that you (BBB) have been in contact with them and they would like to talk to me about the laptop.
  
  Until they speak with me about the problem and a plan moving forward their response is unacceptable.

  Business Response

  Date: 02/10/2023

  I was able to get in contact with the customer and did discuss the case . We did come to an agreement that we will go ahead and made the repair in warranty for the laptop. I issued an RMA for the customer to send in and he stated he will. We will make all repairs fully test and ship back customer did agree.

  Thank you,

• Initial Complaint

  Date:11/30/2022

  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.

  Bought a MSI brand laptop from the company ****** online and have had NOTHING but problems since, NOW THE PIECE ********* HINGES ARE LITERALLY BROKEN ABSOLUTELY RIDICULOUS I JUST WANT MY MONEY BACK OR SOMETHING TO FIX THIS SINCE NOW THE THING CANT EVEN BE USED, STUPID I HAVE TO RETYPE THIS JUST BECAUSE I USED PROFANITY WHEN SOMETHING UTTERLY RIDICULOUS HAPPENS WHEN YOU SPEND SO MUCH OF YOUR HARD EARNED MONEY
  

  Business Response

  Date: 01/18/2023

  Business Response /* (1000, 14, 2022/12/29) */
  We have contacted customer and will start to get this resolved. Will issue an RMA with return label so can send in the laptop for repair service. Customer was okay with that so sent email so can provide the SN of the laptop to start RNA process.
  Thank you,

• Initial Complaint

  Date:11/05/2022

  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.

  My laptop has a bug or something that I can't find any information on and I contacted msi about it and I've gotten no answer so I'm not sure what to do
  

• Initial Complaint

  Date:11/04/2022

  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 discovered the sound of a loose screw in my monitor within the warranty period and they want me to pay $100 to ship it back to them, then they will take 3 days to open the box, then 10-30 days to diagnose the issue. If there is a fault with the product, especially a manufacturing defect like a loose screw, the customer should not be on the hook for anything. I refuse to pay $100 to ship a faulty monitor for repair. I am requesting MSI send me a new monitor with a shipping label to return the defective one.
  

  Business Response

  Date: 12/09/2022

  Business Response /* (1000, 5, 2022/11/21) */
  Did contact customer and discussed case had a bad connection. Did offer a resolution of providing a return label to send the monitor in. And did offer an apology for what occurred with the case. He did indicate did not want a resolution at this point and was upset and disappointed by our warranty policy of not covering the inbound shipping.
  Thank you,

• Initial Complaint

  Date:10/29/2022

  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 ********************** in October 2021. In March, the computer would not power up. I spent $50 with MSI on a new power cord which did not help. I sent it to the repair center under RMA ************, It was returned and worked for a while. Then it stopped working again. I sent it back. I believe it has gone back 3 times, but I can only find two RMAs.
  I received it back yesterday and powered it up. Before I could even change my login, it shut down. After several minutes I got it to where I could hear a motor, but there is no picture on the monitor. The last time I sent it in (or the time before that) I asked about a replacement. I was told it "was not their policy." I believe a replacement is in order for a defective product.
  

  Business Response

  Date: 12/02/2022

  Business Response /* (1000, 5, 2022/11/14) */
  Contacted customer and did discuss case. Laptop is on the way in under another RMA. Customer did provide the tracking info and the RMA number. Will follow up once it has been received and look to get a replacement the desired solution. Valerie was very gracious in her understanding despite all that has occurred with the laptop. And she will work with us to get this resolved.
  Thank you,