Basically what's in the title. I claimed my warranty with MSI Spain service center for my Vector GP78HX (purchased 4 months ago), it was running too hot causing the laptop to shut off constantly while playing any game and had some issues with the keyboard keycaps and LEDs being unresponsive.
Sent my laptop few days ago to MSI RMA service center in Portugal since there isn't one in Spain. Laptop was sent in perfect condition with 3 boxes to protect it fully from any damage while in transit, arrived on their center the 25th of this month and today they sent me an email stating that they ''found'damage in my laptop and demand me to hand them 179.55€ for them to repair any of the inside warranty damages + supposed damages found in my laptop, if I don't agree to this, I either lose my laptop (that costs 3k€) or, pay for them to return the laptop with no repairs and a fee for having it all this days in their centre plus free charge damage that they caused to my unit and try to charge me lol
I reached back telling them that, before sending my unit I took photos of it, and was very careful with the packaging, send them proof, and they texted me back with: hey, we have you on video: stating that as the box came in to their repair center they had full video of them unboxing it and showing my laptop with the damage they claim being visible.
I simply told them to send me proof of this since they already have it recorded and they went radio silent since, all their previous answers we're literally given under 8 minutes.
English isn't my first language and I tried to explain myself as best as possible, I made a tweet stating all of this, if can anyone help with a simple retweet to bring some attention to it I would highly appreciatte it as I'm really out of ideas on how I can be more vocal about my situation being just a customer. Siker en X: "@MSI_ES tras enviarles mi portátil comprado hace 4 meses por problemas de temperatura, LED del teclado y de suministro de energía, me exigen pagarles 179,55€ porque según ellos “les ha llegado mi equipo con daños” a su almacén. Tras enviarles pruebas del estado en el que envié https://t.co/8fryNYvdkx" / X
If anyone had a similar situation please tell me how to proceed to claim my rights, I sent them the laptop brand new and outta nowhere they claim that it arrived with damages that I didn't make! I just feel powerless and being clowned by a company that I've been loyal for so many years, having purchased lot of laptops (only from their line of Vector laptops, I have 2, all products registered with their respective S/N on their page and this is my first ever warranty claim…)
edit: full convo exchange with msispainsupport with time showing https://imgur.com/a/yYLs3Zm
Damage that they claim came when laptop arrived: keycaps hanging from keyboard
13 Comments
Yikes… I just got flashbacks of the ASUS warranty war stories from this past few years. Sorry this happened. Looking at the damage, in my humble opinion, it is very possible this happened during shipping… which sux equally. Doesn’t make it better… but it may be the shipper. I’m unfamiliar with shipping services in Spain, but did the shipper provide any insurance for it?
For a worst-case scenario (if you find no legal remedy within the country first), I would try to get the laptop back even with at a slight loss of paying for return shipping label. It may be cheaper to fix this yourself. The keyboard looks a little tricky…. it looks like a butterfly laptop keyboard which can be a pain to replace/repair, but not impossible. The cooling can be a simple issue of a failed fan.
On other possible remedies, you could also try to reach out to Stephen Burke from Gamers Nexus. They went after ASUS and Newegg, and yielded lots of positive change to both companies and their policies.
It never happened to me, anyway interesting story about MSI, talk about it as much as you can. I can’t give you any advice but I hope you solve it.
Don’t engage. Tell them to fix the warranty claim only, you do not consent to any other remedial work, and if the laptop is returned with addtional damage, you will be taking further action.
Do you have a small claims court in Spain? In the UK you could take them to court for the damage or at least send a letter saying you will take them to court unless they provide the video of damage found when unboxing or they agree to repair the damage and do the warranty repair at no cost to you.
Spaniard here. All I can tell you is that OCU is your friend. You should have just asked the seller for repair or replacement as they are basically forced to take care of the warranty on your stead. But at this point all you can really do is to fill a claim with OCU.
(OCU stands for Organización de Consumidores y Usuarios > User and Customers Organization in English)
Send this shit to gamers nexus
OP definitely contact GamersNexus he will help you with this
S.S.D.D. (cit. *Call of Duty – Modern Warfare 2*)
This is exactly what the **Gamers Nexus** guy reported with ASUS. A really shady behavior from them. Eventually, the problem was solved when GN sent a letter where he stated to refuse any extra repair, meaning that only the reported issues were to be checked/fixed.
Now, back to you, you didn’t take any picture before shipping the package, right?
That’s something I have been suggesting for years, since I dealt with ASUS customer service first hand. The first thing that the producer (ASUS, MSI, etc.) **does** is to blame the customer for weird damages and your only way to counter that is a video where you show the computer before being packed and shipped. Even better if you can put a film around the box to reveal any external damage.
As other users before me suggested, quickly get in touch with **Gamers Nexus** and see if they can help you.
If nothing helps you, I would still insist in repairing the damages you reported, any other claim is just an extortion for which you should get in touch with the police.
@Gamers Nexus
Hard to believe MSI now too.. well I had no doubt about Asus through.
Send it to Gamers Nexus. Steve could use another notch on his belt lol
Send to tech Jesus
Wow they went gorilla mode over your laptop, please update if you got it resolved.