uk.msi.com

Won't buy MSI products again.

After this experience, I am now done with MSI.The laptops right hinge broke and the battery died within days of each other, so I contacted MSI asking to see what my options were. During a phone call I was informed the hinge could be repaired under warranty, and that the battery would not be covered as it is only a 12 month warranty, I looked on the site and confirmed that my warranty was for 24 months (+ 3 additional months due to completing the questionnaire).I said that if the battery wasn't under warranty, then I wouldn't be interested, as it would be faster and cheaper to replace the battery myself. I was then advised to contact Customer Support to get clarification on if the battery was covered, as they would know better.I explained the situation to Customer Support over the phone, reiterating that me sending in my laptop was dependent on whether or not the battery was covered. I was then then told that the battery was covered under the 24 month warranty, and I would not be charged.I proceeded to send in the laptop only to be emailed 2 weeks later that the battery was not included, and the repair would cost £115, almost three times as much what I would need to pay externally.When I then contacted both Tech Repair and Customer Support to query this, I was told it would be looked into.I then received an email telling me that after an investigation, the battery was still not covered, and that there was no evidence of "our agent" stating that the battery was covered for 24 months. I was then offered 10% discount, which would by no means even be close to bringing the cost near what can be sourced externally. Something of which wouldn't suprise me if known.I proceeded to give the date and time of which the call took place, as well as requested a copy of that phone conversation for clarifcation.Now suddenly there is evidence of me being told the battery was covered for 24 months, and suddenly "our agent" is now "our rookie customer service representative". So minimising the employees "title" and significance within the company surely makes this more forgiving, right?The discount was then increased from 10% to 20%, which once again doesn't even come close to other cheaper and faster sources.So I was outright lied to in regards to there being no evidence that I was given the wrong information, and then all of a sudden the discount is able to increase.I confirmed I understood the sitation, explained again how the information I was given was the signifcant deciding factor in whether or not I sent my laptop in for repair, reinforced the point that the discount offered comes nowhere near what I could pay, and then for the second time asked for a copy of the phone recording. It was then confirmed that the hinge would still be repaired, I was given this email in order to forward my complain, and for the second time my request for a copy of the phone conversation was ignored.My grievances are as follows:1. A Laptop that costs over £2000, after just over a year, has its hinge break, and battery die. A Laptops defining feature is that it can be used on the move, yet I am told the thing that makes it do this, the battery, is considered an accessory. Something of which if it did not have, would mean the Laptop is unable to be used for its intended purpose.2. As for the hinge, since its breakage, I have become aware that this is a massively reoccurring problem amongst MSI laptops, which doesn't really help matters.3. I was given the wrong information, then lied to and told that there was no evidence of this, only then to see the discount increase, not because the information was wrong, but because MSI was caught lying. That was the only change in circumstance.4. The request for a copy of the phone conversation, the evidence, has been ignored twice.

Date of experience: Jan 31, 2024