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:10/07/2022

  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.

  ***************************
  
  1. The USB Ports on the board failed. One died in windows and bios but all were glitched.
  
  2. We spend several hours working with MSI to troubleshoot the board. Including updating the BIOS. All attempts failed as we assumed they would because one of the USB ports was dead in the BIOS.
  
  3. On August 22nd we sent the board in for an RMA. Here is the tracking # **********************.
  
  4. MSI supposedly just updated the BIOS and sent it back without even testing it. This is complete incompetence. Anyone would know what would not work and was already done during troubleshooting. I was told that after the fact.
  
  5. We got the board back and installed it to discover it was not repaired at all and was in the same broken condition it was in when we sent it to them.
  
  6. We sent it back again.
  
  7. We just received the ( refurbished ) replacement board today ( 10/7/2022 ).
  
  8. It could not even pass a simple visual inspection.
  a. The M2_2 heatsink is loose because one of the screws was replaced with an improper screw that is threaded into the heatsink so it can not be properly installed. It is also stripped and creating shards of metal that fell onto the board.
  
  b. The fastener on the back of the M2_1 slot where you secure the drive is not even connected to the motherboard.
  
  This is not a refurbished motherboard, it is basically junk.
  
  It has now been a month and a half that we have been dealing with this and without a working computer. MSI has had chance after chance to simply replace their broken motherboard with one that functions. They have refused to do so after a month and a half. Considering the condition of this last board it is not possible for this to have been unintentional.
  
  This product is still under warranty and I would like a full refund.
  
  First RMA # ************
  Second RMA# ************
  

  Business Response

  Date: 11/02/2022

  Consumer Response /* (-5, 5, 2022/10/12) */
  ***Document Attached***
  
  
  Consumer Response /* (-5, 6, 2022/10/12) */
  To update the situation. On Friday morning I contacted MSI regarding the physically broken board they sent. I did not receive a response until Tuesday. All they stated was "Noted, I'll check with service center". It is now Wednesday. It is very clearly that MSI is simply refusing to honor the warranty of their product.
  
  
  Consumer Response /* (-5, 10, 2022/10/27) */
  We have spoken with MSI and are currently working with them. We will update our complaint when we have reached a final resolution.
  
  
  Consumer Response /* (2000, 12, 2022/11/01) */
  This issue has been resolved. Thank you to the Better Business Bureau.

• Initial Complaint

  Date:09/30/2022

  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 needed a restore imagine of the operating system for a MSI notebook I had purchased back in June of 2022. I contacted customer service who referred me to a technical support agent in chat. The person informed me I needed to purchase a restore USB drive for $35 to reinstall to an OEM specification. I purchased this reluctantly because other manufactures offer a free download image which I could use with my own USB drive. This purchase was charged to my credit card Sept. 7th, 2022. It was delivered 9/15/2022. When I attempted to install using the instructions I realized after completion the Windows 10 image was first released August 2019 which was 3 years prior to me even purchasing the PC this year. It was a much older version then was installed with my new PC and was not even receiving updates. In fact, it installed drivers that did not even work with my model of notebook. I had such a difficult time trying to reach anyone I just decided to go a different direction and create a generic Windows 10 install image through Microsoft which ironically was free to do. I would like to have my $35 refunded for providing me an inferior restore USB drive that appears to not even been for my model of notebook. The order through MSI parts was 44520 and was ordered by way of their chat sessions and I never received an itemized receipt for the USB drive restore.
  

  Business Response

  Date: 10/26/2022

  Business Response /* (1000, 5, 2022/10/20) */
  Contacted customer regarding case and discussed. We will go ahead and offer refund of the recovery USB purchase. Have processed that and will take 2-3 days to complete. The customer did accept that and is what he wanted so will have that done.
  Thank you,
  
  
  Consumer Response /* (3000, 7, 2022/10/24) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I did have a phone conversation with ***** who did offer to process a refund for $35. As of Monday 10/24/2022 I did see a pending credit for $35 from MSI but it was never applied to my credit card. Now the pending transaction has been removed. So, does this mean the credit was retracted?
  
  
  Consumer Response /* (2000, 9, 2022/10/26) */
  My credit card received another pending credit of $35 after the first one had disappeared and never was processed. My credit of $35 from MSI was processed with my credit card bank on 10/26/2022. I now consider this matter closed and satisfactory resolved.

• Initial Complaint

  Date:09/12/2022

  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 08/16/22, i ordered a computer monitor (Model name : ************) from MSI US store website (Order number *****). But on 08/18/22 while the order was shipped i contacted MSi and canceled my order. MSi called ***** and returned shipping back to them. MSi received their product back on 08/23/22. but they have not refund my money. A sum of 324.74$. i have emailed them many times in past two weeks but there's no reply. They don't answer phone. They don't answer whether they are going to refund my money or not.
  

• Initial Complaint

  Date:08/18/2022

  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 a monitor from msi specifically a ********** was using it to play games and as normal and then suddenly it started flashing then I noticed thescreen has weird air pockets in between the display cover and the panel. I called msi regarding their Warranty. TOTAL NIGHTMARE. CX service rep had no idea the damage he was looking at yet determined it was physical damage even though this monitor has never had any physical damage or misuse I keep it very safe. I escalated the problem to their RMA support team and the "manager" determined it was also physically damaged. What a joke. They determined that I would have to pay 100 dollars to ship it and a rough figure of 300 for the repair. This is a 600 dollar monitor or at least at the time of purchase it was. Now msi wants me to pay them for their defect laughably more than the cost of a new one. ************************ This isn't the first time either. I had a graphics card sent out to them in 2019 in which they took over 6 months to send me a new one. This company does not care about the consumer remotely.
  

  Business Response

  Date: 09/22/2022

  Business Response /* (1000, 5, 2022/09/07) */
  Contacted customer and did discuss the case. He will send in the monitor under the RMA that was issued. Once received and confirm issue we will look to resolve and cover that IW. Customer did agree to this so will await for monitor to come in.
  Thank you,

• Initial Complaint

  Date:08/09/2022

  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 bought an MSI laptop in March 17, 2022. The computer stopped working on July 2022. I opened an online case (#***************) and was told to submit an RMA. When attempting, the system informed me that my address is incorrect (same address I get everything shipped to from continental US). I was informed to contact Customer Service, which I did on Aug/9/2022. A lady helped me and had the same issue processing the RMA. She informs me that she will enter a wrong address and then fix it to process the RMA. She proceeded to transfer me (without notifying me) to another agent, named *******. I indicate the agent I've been on a call for 20 minutes and don't want to repeat myself and asked him to read the notes. He proceeded to tell me there are none, even though I have in front of me the notes for the original case opened over the weekend. At this point I'm upset since it's obvious they're not customer oriented and I call him out on it but end up explaining myself again. While this is happening, I receive in my email the RMA processed by the original agent, only to find out the person, address, serial number is someone else (*****************) and now I have someone else's personal information, which worries me since is a security issue. The agent hesitantly assists me and gets a better demeanor but they are also unable to ship to my address. He was able to modify the address to make it acceptable to ship but it is not even ensured that the item will be shipped to the right address. Horrible service, misleading, dishonest, and outright rude.
  

  Business Response

  Date: 08/31/2022

  Business Response /* (1000, 5, 2022/08/15) */
  Contacted customer and discussed case. Did apologize for the experience he encountered regarding the RMA. Though the address issue was resolved and got RMA that has shipped out he did communicate his frustrations with his experience. We will upon receiving his RMA process express service make sure is fully repaired and looked out and shipped back.
  Thank you,

• Initial Complaint

  Date:08/09/2022

  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 mag 360r cpu cooler of SN: ************************ on
  3-22-21. The past couple days I was hearing a clicking noise coming from my cooler and then I noticed my CPU was hitting temps of 85c -91c idle. I looked online for some information and found out that this cooler has been recalled due to pump failure and making a sound of clicking coming from pump due to settlement build up from the liquid from the information on the recall. My cooler is 100% failing from this same recall. I reached out to customer service multiple times and tried to get an RMA that I thought was a suitable one for a easy switch like everybody else did with the recall. They said that my cooler did not fall underneath the recall due to the time when I bought it and I would have to take the the fans, CPU mounting bracket, and cooler itself and box it and ship it to them to be fixed. Not only is this an inconvenience and supposedly I'm out of a PC for 2 to 3 weeks because that's the estimated time to fix. I had to remove all the parts and mess up all my wire management instead of MSI just send me a switch out of the broken part and I would have sent the rest of the parts like the new fans back with the messed up cooler. I also had to pay shipping of $40 on this faulty cooler after I already paid MSRP. Why do I have to pay for shipping when I'm not the one that built this faulty cooler that was recalled. I reached out to customer service and talk to a management after I sent my cooler back and was talking to him about the situation and he said that I should have reached out to a manager to get free shipping. My response I shouldn't have to reach out to a manager to get free shipping on a faulty piece of hardware that was recalled that should be a given. I feel like MSI scammed me and I will never buy a MSI product again.****************
  

  Business Response

  Date: 09/02/2022

  Business Response /* (1000, 5, 2022/08/17) */
  Contacted customer had to leave a message but customer did return call. Did discuss case and found that the LC was sent in already and had been received. We will have that RMA processed express service and was shipped out Tuesday 8/16/22 2nd day. We will also reimburse the customer for the inbound shipping. The did accept this and he does have direct contact info so that if has any further issue can contact directly.
  Thank you,
  
  
  Consumer Response /* (2000, 7, 2022/08/22) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  MSI reached out to me and shipped me out the V2 model replacement for my cooler. They also sent me a check to refund me for paying for shipping. I wish they would have did a quick switch so I didn't have to go a week without a PC. But in the end the guy that reached out to me handled my complaint.

• Initial Complaint

  Date:07/25/2022

  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.

  Back in March I bought a MSI laptop ************************ The program I wanted to run on it, would not work. So, I sent it back for a refund (I was promised that it would be sent in 2 days). After some back and forth with them, they sent me a new laptop (w/out a shipping order that would state which laptop they sent--and yet they claimed that they ALWAYS include one). I have just learned ("If you see the mods on any computer the problem can't be with our forums or your account, it must be on that computer in some way.").
  
  PLEASE DO NOT CALL. I can't hear well enough. Use email or chat line.
  

  Business Response

  Date: 09/09/2022

  Business Response /* (1000, 14, 2022/08/22) */
  The customer we believe must take this up with the reseller and not MSI. Our warranty does not cover refunds only repair. And since the laptop was sent back to the reseller initially for a refund and was sent back another laptop must be taken up with them. We are sorry to hear that the laptop did not meet the customer needs. But we cannot offer any refund at all only the reseller can.
  Thank you,

• Initial Complaint

  Date:07/20/2022

  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 am extremely dissatisfied with the customer care I have received from MSI. My laptop experienced problems pretty quickly in its lifetime, not turning on. It was a manufacturer's defect and I created an RMA with MSI. The RMA number is*************
  
  I received a return label from MSI and sent it back with the tracking number ************ from *****. This was delivered to their depot on the 27th June - nearly a month ago. By this timing I should have received my laptop back, I use it for work - but I have not. Instead I received radio silence.
  
  I contacted MSI they said:
  - They dont recognize who sent for it
  - They said it wasn't delivered (when the tracking CLEARLY shows it was delivered - and someone signed for it)
  - They didn't know what address it was delivered to (when THEY gave me the label)
  
  So I have heard 3 different things and it seems like they are just lying.
  
  It seems like my case isn't going anywhere. My laptop has been delivered to the depot and I have been waiting a month for my laptop back. This is not good customer service. I should have received it back by now.
  
  I would like a replacement of the same model or better.
  

  Business Response

  Date: 08/30/2022

  Business Response /* (1000, 8, 2022/08/18) */
  Have been in contact with customer not as regularly as would like. And seems like phone number listed was wrong was to a dentist or doctors office and when picked up there was no************* there. So have had to communicate via email which has not been on a regular basis. We found what looks to be the RMA was delivered to the wrong address. And even though as customer states label was issued by MSI we have found no such record of that particular label with the tracking number as being released by MSI through our****** system. Or have we found any type of communication between MSI and the customer ************* weather that be by phone or chat no contact with customer where he asked for and was given a return label. Even in our online case submissions we have found nothing. We are still investigation this case but have in the one time we have hear back via an email let him know we are doing so. We should have this done and a decision made shortly as to replacing the lost RMA.
  Thank you,