uk.msi.com

Top-End Laptop, Bottom-Tier Service - AVOID MSI

Bought an MSI GE78 HX (RTX 4090/i9) for roughly £4,000 when new. A few weeks after the warranty expired it died. MSI’s own diagnosis confirmed a catastrophic board-level hardware failure - burnt PCB laminate, i.e., an internal power/rail fault. That should have triggered a serious, customer-first response. Instead, support became a maze of contradictions and stonewalling.I was told it was “not repairable – no parts,” then offered a €316 repair, then told it was “irreparable, no boards exist,” and finally quoted nearly £2,500 to “repair” it - more than buying a brand-new GE78 today! MSI refused to provide ADR details when asked, repeated “out of warranty” as if that ends the discussion, and leaned on the retailer’s insolvency (Ebuyer) rather than offering the remedy any functioning retailer would escalate upstream to MSI under a normal supply relationship. I raised durability (Consumer Rights Act 2015) because a £4k “premium” laptop should last well beyond two years; MSI essentially acknowledged that if Ebuyer were still trading, this would be the correct route. But instead of acting on this, chose to hide behind Ebuyers insolvency and use it as a get-out-of-jail-free card to not do anything. Untenable!This isn’t premium support; it’s a tactic to wear customers down. When things break, MSI stonewalls, shifts blame, and prices you out. A manufacturer-confirmed internal failure followed by a repair quote higher than a new machine is not support - it’s anti-customer. I won’t touch MSI again, and I’d strongly urge others to avoid being left with an expensive paperweight.

Date of experience: Nov 25, 2025