[Official] Questions for the MSI Rep! #2

The PDF way of sending info is indicative of a rush job. For me I know how to work with PDF files...or at least I thought I did. This one had a email link that did not work I had to copy and paste the email link.
It also did not save the filled in fields if I tried to save it and then send it. So I filled it in took a screen shot copied and pasted the email address and sent it off

If I or any other customer goes to any other commerce site we would not shop at said site if it was as kludgy as the way this PDF worked.

MSI clearly did not want to make this easy.

 

I just wanted to ask MSI Rep if he can provide a full list of countries eligible for mxm upgrade program if it exists. Because it seems like that right now only US and UK are aware of the program and the current situation about it.

 

Why is MSI changing/deleting content on several websites containing information about the actual MXM upgrade discussion!?

2016/08/19 - original


2016/08/23 - video was made private


2016/09/01 - text has been shortened


GT72 MXM Graphics Upgrade kit website

FROM

TO

Can someone explain me this? Although i think i know it..

 

It's simple: they messed up, they know they messed up, and now they're hiding the evidence.

 

I disagree-- I think MSI is committed to providing the upgrades as it shows they care about customers and not just cash. The rep appointed to take the emails knows what he is doing and has a fast response time. I filled out the form incorrectly and he gave me a table in the email to make it easier to provide the info

 

They are probably changing all of that now because there will be no more upgrades for laptops, or they cannot promise upgrades and then have a repeat of the current situation, since new GPUs are expected to undergo even more changes for the next gen.

At any rate, it is a good find and evidence.

 

If MSI is cleaning up all that to protect future users feelings, imagine what MSI will do to protect our feelings

MSI will have all that material available for court proceedings if necessary, it's a matter of public record already, and MSI needs to show they aren't performing any kind of cover up, as that would provide motivation for multiplying damages awarded. Better to play it straight.

Now, if only someone would make a Pascal MXM GPU backward compatible to prove the point that it is possible.

 

MSI, Assuming you upgrade these machines to Pascal. That's still only 1 of a promised 2 upgrades. What happens when Volta arrives?

Are you:

1) still offering the new system as MXM upgradable?

2) offering another trade in program.

Costs aside, but anything less as I understand is still cheating alot of customers out of the original promise of a 2 gen upgrade.

Please clarify your intentions.

 

What's the source for the 2 gen upgrade from Maxwell?

 

Something tells me MSI won't be able to answer all of us if they wait much longer. They won't be able to keep up if we don't hear back soon.

 

Actually, there is. First, the GT80(S) funnels all its waste GPU heat through the CPU heat sink, which means that you're going to be cooking your CPU with the inferno that is Pascal's waste heat. Not just that, but if you look at the bottom of your laptop, you'll see that your device is safety-certified for a given power draw. There's no way you can fit 1080s into that power limit. Physically, there's probably no reason they can't open up the power limit besides the shared GPU/CPU design, but it's likely to be a regulatory nightmare. MSI simply didn't expect Nvidia to go so outrageously far with their new cards in terms of power requirements, so they got caught between a rock and a hard place. That said, they were the ones who made the promise, so it's on them to make things right.

 

Seriously?

 

It's so obvious. And so unprofessional, to say the least.
I think that everyone knows that once something is posted on the internet - it's there forever.
So first they made the upgrade video private (although you can still find it on youtube) and now they removed a part of the advertisment itself (that was mentioning the upgrade to a newer generation which was Pascal).
This attempt of hiding the evidence looks like a really desperate move to me. This is not a fair play, MSI.

 

What have you got that is demonstrable that MSI said that 2 gen's from Maxwell are upgradable? I know the original claim of 2 gen's upgrade came from MSI for the GT72 (that originally came with GTX8**m's) but I have never seen anything that says GT80's would have the 2 gen upgrades.

EDIT: Did some digging, this is the best I could come up with:

Source.

 

Why would you think MSI is hiding evidence? They have already acknowledged that Maxwell is not upgradable to Pascal and are setting up local resolutions for the matter.

I'm guessing they are removing the info' to stop people thinking it still applies to new purchases.

 

Well... you know they could have updated the information on that page and posted some explanation for the update.
Like "2016/09/01 We're sorry to inform you that it's not possible to upgrade GT72 laptop to a newer generation of videocards as it was advertised earlier. But don't worry as we're currently working on a solution."
Instead of that they silently made the upgrade video private and edited the original text of the advertisment.
And maybe I'm overreacting but it does look suspicious.
Furthermore, it seems like that the false advertisment situation was only acknoledged by few reps now (US and UK) and not by other MSI offices worldwide.
Also I believe that this whole MXM kit page talks about original GT72 models with 800 series and 900 series. And not even GT72S's. So why would people think it also applies to new purchases?
Or do retailers still sell the original GT72? I admit that I don't know that for sure.

 

So MSI reps have been reading it this week. Can you give us a status update?

Edit: or at least an ETA.

 

@MSI Natalie Can you explain your understanding to date of the situation with regards to the MXM upgrade situation in the UK, if you have no news please let us know. Also it would interesting to know what role you have within MSI (if that's an ok question?)

Cheers.

 

Still not sure how msi is going to handle laptops with upgrades by 3rd parties like XoticPC...
Talked with an XoticPC rep and this is what they had to say:

 

I would love to just trade up to the stock 83 1080 sli version without paying for all the crappy Toshiba hard drives and stuff that MSI seems to like to force you to get with the laptop to jump the price up a lot. If anything it should only cost the price difference between the 980m sli and gtx1080 sli.

Spoiler: <OR>

Or we should be given discounts on the upgrade due to the amount of crap we have been put through trying to figure out what's going on.

 

It is a good question. Any custom modified machine will not have the original specs. So I do wonder how MSI will ask about it.

 

And what about warranty extensions!? I have bought one, giving me a whole warranty of 3 years and 3 months for my GT72.

I did this, because i thought with MSI GT series i can use my notebook longer - thanks to upgradeable graphics through MXM.

 

they should give us refreshed warranties for trade-ins as they are technically new systems

 

Right, 2 year warranty on a new system, and the systems we are getting are new systems. MSI wouldn't drop the warranty length compared to the systems we are trading in. +3 months for registering within the first month (2 weeks?) from arrival.

MSI, @MSI Myco @MSI Natalie @MSIGeno , will we be able to buy warranty extensions for these new systems as we were able to for our systems? I think a 3 year total warranty, or 1 year extension was the previous offer.

 

I'm guessing there will not be kabylake available in the tradeins?

 

any news on trade ins in europe/the netherlands? I mean, c'mon, the guy who did the original 980m upgrade video had a VERY obvious dutch accent. How come we can't all be like him

 

Would like to know how you're dealing with Canadian customers.

 

@MSI Myco @MSI Natalie @MSIGeno

Why do none of the product pages for the new MSI Pascal laptops show G-sync support for the internal display?

Do any of the new MSI Pascal laptops support G-sync on the internal display, besides the GT73VR - (verified by owners)?

The GT73VR also doesn't list G-sync support for the internal display, which makes it all very confusing to people asking which models have G-sync on the internal display.

Can you please answer this one soon? Thanks.

 

The GT72VR also has G-Sync capability.

 

About a year ago I've bought an MSI GT80 Titan 18.4-inch i7-5950HQ 32GB 2 x 512GB SSD + 2TB HDD NVIDIA GTX 980M SLI 16GB Full HD computer. Since NVIDIA now has new GPUs I was wondering if with the availability of the GTX 1060/70/80 class GPUs it is possible to upgrade my computer with this class of GPU, ideally 1080. Please let me know if it is, how can it be done and how much would it cost.

 

Still waiting on an answer from them, I asked support 2 weeks ago about what's gonna happen to us in Canada.

Still waiting, this was a promised thing and a big part of WHY I bought and spent 5000$ on their computers.

 

I do not understand why MSI is acting like a split personality. In US and UK it is offering either trade in or send in programs. And then delay tactics in the rest of the world.
Even if there are no class actions in some countries and even if there is a way to weasle out of having to grant a feature MSI adverted (upgradeability to at least one genereation / the next generation for GTX900er series GT72) - that's not a way to treat customers which helped to make MSI #1 gaming notebook seller... And it's not a way to STAY #1 notebook seller.
So please - give us at least an answer what MSI has in mind for non UK and non US customers so we can act accordingly... Don't make things worse by keeping silence.

 

The rep's on this forum are US and UK based, so unlikely to be able to answer that question.

 

Probably but I still hope that MSI's split personalities are talking to each other. MSI is a global acting company so if the get bad reputation in some countries this will for sure affect the other departments as well...

 

Remember to keep this topic for questions to MSI. If you want to discuss a particular subject, go to the appropiate topic (or create one if you need to).

 

Hello, is it possible for this program to be extended to the GE series? I got my GE72 Apache Pro 070 back in March, it's in practically brand new condition yet totally outdated by current standards. Even if I need to pay a bit to upgrade I'd really appreciate that opportunity.

Thanks

 

It was never intended for the GE so unfortunately, no.

 

Hi Geno,

I own a GT-72 6QD. I love the machine...I recently mistakenly deleted the recovery partition but since I had already made recovery media I thought I was good. I still asked about the thumb drive with W10 on it and was told by msi that it would cost me $25 + $10 shipping if I wanted my own copy of Windows from msi. I wasn't so much as offered to have the shipping waived but I figured there wasn't much I can do and eventually I figured out MOST of what I had to do to get back to a working/UPDATING version of OEM Windows 10. However, when trying to put the pieces back together, I stumbled upon the following on the FAQ on msi.com:

[BurnRecovery] Why is the disk partition configuration different from before and the F3 recovery function stops working after doing a system restore with the recovery media created by BurnRecovery tool?

(For Windows 10 pre-installed system only)

This issue is related to the early version of BurnRecovery, but this will not affect the system stability nor your user experience.

If you need to restore the system, please refer to the methods below:
1. Use the Windows recovery function.
[FAQ] How to use Windows 10 recovery function?
http://www.msi.com/faq/nb-1751.html

2. Continue to use the recovery media you’ve created by BurnRecovery tool before.

3. To fix this problem, please bring your notebook to MSI authorized service center.

Note:
If you haven’t restored the system with the recovery media, please download the BurnRecovery patch file from your notebook download page.

That can be found at https://www.msi.com/faq/nb-1773.html

The version of W10 that I ended up getting from the recovery media I made on TWO different thumb drives was completely corrupted. What I finally ended up doing was recovering with burn recovery media, unhiding admin, going into safe mode, then sfc /scannow which fixed a ridiculous amount of corrupted files. I made both thumb drives minutes after first turning the machine on as I've always been good with doing that with new computers because of this very issue. Now im seeing this on the FAQ and still, msi continues to give me no working solutions (I've had to figure everything out on my own), and they've also managed to give me THREE RMA's because of the general lack of effort in terms of helping me resolve the issue. But then I see it published on msi's own site that burn recovery is or has or was at some point producing recovery media that is in some way not what it's supposed to be like and still, not only can I get zero assistance in fixing my computer without shipping it (not freely either) away for nearly a month, but I can't even get shipping paid for on a thumb drive with a copy of windows 10 I've ALREADY paid for, let alone getting the stick AND the shipping free....IDK...maybe some will disagree, but I feel like that's a little ridiculous. It's also making what has been an otherwise amazingly positive experience with a great first purchase (in my still new GT72 Dominator).....well it's starting to get really frustrating...and that's extremely disappointing seeing as how happy I was up until recently. Hopefully, you'll see where I'm coming from. Thanks for reading.

 

Has anyone received confirmation on the submitted pdf to MSI? I haven't heard a thing.

@msi Rep - will any type of notification be going out that you have received our completed forms and have all the information needed from us, since there seems to be some confusion with filling out the form?

 

Hi, all:

As you know the MXM trade-in program is USA based program and for the GT72/GT80 owners from other countries, please start a conversation with me @snallygaster on this forum with title of GT72/GT80 owners from (your country) and kindly provide the information as follows before 10/30:

- Country
- First Name
- Last Name
- Purchased Model
- Email Address

We will pass your information to the local representatives and they will contact you for more details in your countries.

*** Kindly note wrong title and uncompleted information won't be accepted.

PS. The company representatives on this forum are based in USA team, so what we can do is transfer the requests. The local representative contact info can be also found on local MSI official website. Thanks for your understanding.

Thank you for supporting MSI and all your feedback.

 

I do not t seems very normal to give data in a public forum. The normal thing would make themselves in the mail support each country. Let's think it's normal, which does not see this forum happens is it is not updated ?.

 

@snallygaster

Why have the details of the USA based MXM trade-in program not been made public?

 

Is there a way I can post this information via a PM instead of publicly disclosing this information.

I have already tried logging this with local representatives. They are completely clueless about the issue. And as I've stated previously, they don't think such promises were ever made.

 

@snallygaster, Any idea when we US folks might hear back from MSI after submitting this form via email?

 

@snallygaster, could you, please, provide an alternative way of sending this information to you? Like email or any other option...
Because it seems like not everyone is able to send you a PM/Start a Conversation on this forum.

 

@snallygaster, Because you can not send this information to local support in each country?

 

@snallygaster, Finally in my country Spain MSI does not know anything about what you ask, because they know nothing if they are the representatives and you nacinales is from another country asking my data?

No but I do not see it quite normal.

 

Smellygaster

Please tell your friends at msi that they should seriously consider getting a proper submission page form (I would even take a Google form) set up or seriously consider getting a class action lawsuit.

Don't try this PM crap or email crap, we all know they could 'get lost' magically after 10/30

There are probably thousands of owners that qualify but don't know about this offer, you need to tell the retailers to tell them.

 

Thanks, got it. Did it.

 

We have already proposed in an official forum Msi make a collective demand in Spain .And all we have achieved so far and after many evasions and always repeat the same thing in there was no plan of renovation and Use .
Two weeks ago we were told that we finally provide such a plan, but for now they have more information.
So we are still waiting to see what they do in Spain .