[Official] Questions for the MSI Rep!

The hybrid power utilizes the battery pack for the extra wattage (40W) since the stock 180W AC adapter may be insufficient sometimes.
It helps with frame rates but it also can causes more wear and tear to the battery.

 

Hey Nijnij,

Xotic is correct that we are facing some issues with shipment. I believe there has been some issues down at the port where we have our products shipped in via sea and it is causing some delays. Unfortunately, i dont have an exact ETA to give you, and im sorry that the delay has affected you . We are working quickly on resolving the issue and getting our product shipped out as fast as possible.

http://www.presstelegram.com/genera...beach-port-truck-drivers-end-eight-day-strike

Correct, you cannot buy the badging for the notebooks separately, and as for buying the back lid, we do not offer this part for sale, so it will be quite hard to come across.

 

I appreciate the prompt response. It puts me slightly at ease aside from not knowing an ETA. I was told the 27th, but that could have just been something that I could just have as a general idea. It'd be nice to know the latest though, in case it goes well beyond December, and I'd be better off canceling my order. Gentech's site says they're in stock, so wondering if that's indeed true. Kevin@gentech, could you look into that for me, please? The GT72 Dominator Pro -445, and also, does it come bundled with the other things. Saw that alot of them had the mouse/headset, etc included as a bundle though it doesn't get advertised.

 

Hi geno, do you have any idea if you will be bringing the gaming dock beyond your own range of laptops? I.e as a peripheral for most laptops?

 

That is very, very unlikely, as of now ar least - for the main fact that there is no standard which MSI can use to do this for more notebooks. The reason it will work with the MSI notebook is that it is designed from the ground up to do so.

 

you couldn't base it off a pcie connection? Like most egpus? Because lets be honest that's all it is...

 

Hi Geno,

I have a question about the Pick Your Path ( MSI-Nvidia Pick Your Path) event on the MSI official website. Is this for only the device purchased from the 4 retailers listed on the web page? Thanks.

 

Yes, I believe it has to be from one of the selected retailers listed

 

Hello Geno.

GT72 question: Would it be possible for you guys to add a GPU switching option in the BIOS? Just so we can switch the GPU for other OSes? I'm dual booting Windows and Ubuntu and the only way to switch GPU is to reboot into windows.

Alternatively, would you maybe try to come up with a way to do it under linux? I image this can't be too hard since you guys already have a windows utility to do this.

Thanks in advance. Looking forward to your response.

 

Geno,

As far as screen quality, any big differences between the GS60 Ghost Pro 64 and GS70 Stealth Pro 99?

Thanks


Sent from my iPhone using Tapatalk

 

I live in the US, and I recently did a few RMAs on my graphics card. I started off with a Power Edition Radeon HD 7850 (it worked fine, but had some strange monitor suspend issue that turns out to be related to AMD's driver). I RMA'd it, and got a replacement Power Edition card (as expected), but it ended up being genuinely faulty (wouldn't accept any UEFI GOP VBIOS properly, had cold boot issues, BSoD'd frequently). I RMA'd it again, and after almost a month, I was told there were no more Power Edition cards in-stock, and they offered to send me a Twin Frozr III 7850 instead. I asked if I could receive a few newer cards instead, but was rejected because the cards were more expensive (a 7870 HAWK, and a R7 265; I paid $235 for the 7850 PE card I had from Newegg).

So I accepted the TF 7850 since I wasn't really offered any other choice. I kind of regret that decision and miss my Power Edition card. I sent in an RMA request again saying something along the lines of "my GPU is functional, but I was wondering if I could switch the TF I have with another PE card if you had any in-stock". The RMA was accepted, but I asked in a customer support ticket if there really was any PE cards in-stock, and if the GPU would really be switched out (I got the runaround badly with ASRock during an RMA a few months ago, so I learned to just make sure of things now). The CS rep said yes, and to send the card in, so I did.

Ended up getting another TF 7850 back (a different one at that). I asked the CS rep what happened, and they claimed they were the notebook support, and had no contact with the GPU RMA facility. So I ended up wasting some time (couldn't use my desktop at all since that was my only GPU), and shipping money.

So here's what I'm wondering:

- Does MSI not read RMA requests and just accept them regardless?
- Does the Customer Support form on the site really only pertain to notebooks, even though there is options for GPU, motherboards, etc? This is the form I used.
- Is there any way I might be able to request a Power Edition card back again (like talk to someone higher up maybe)? I'm willing to send my GPU in again.

I really like MSI, but I hate getting the runaround with RMAs. ASRock ended up on my never-to-buy-from-again list after the shenanigans they played, and I'm just hoping I could get this resolved in a somewhat good way. I can provide RMA and TS numbers if needed.

 

Can anyone who ordered from Gentech, or work for them, give me a play by play of all the status' that are gone through? Been stuck on Authorized for a few days, and I wonder if that's normal, considering I called and supposedly the laptop I ordered was in stock before I ordered it.

 

Well my order went from Authorized straight into Shipped. Basically Authorized includes "approved ur order" and "building ur laptop", and once it has a tracking number it will go to Shipped. I was confused too but yeah they don't have as many status break-downs as XoticPC for example.

 

Ah, I see. Pretty weird indeed. About how long did it take in days to get to 'shipped' do you reckon? And thanks for the reply.

 

MSI cannot do it due to regulation issues with Nvidia, so unless they work out the issues otherwise we may not see it happening anytime soon yet.

 

Hi Nijnij, sorry about that. Can you contact me via my signature with your order number so I can have someone to look up your order status for you.
Thank you.

 

As far as the 'service@gentech' email?

Edit: PMed you on here. Thanks.

 

Got it, will find out and reply you tomorrow.
Thank you.

 

Thank you, I'd appreciate it.

 

Hello Kevin.

I do not understand what the problem is. It's already happening in Windows, what's the trouble if it happens in the BIOS as well? Or even on linux?

 

Hi Cisco78

Screen quality should be very similar. Both are great displays :thumbsup:

Hi Espionage724,

Im sorry you are having issues with our customer support and your product. There might have been a mixup/misunderstanding from our RMA team, so let me please check on that. Can you provide me your RMA/support ticket numbers so i can check the situation for you.

The page you are using is the correct one, so i am unsure why the Rep told you that it was for notebook only.

Unfortunately, if we do not have any power editions in stock, we cannot offer you the card. We can only offer cards that are of similar value.

DimitrisCSD,

I believe Kevin is right, there is a lot more to building something like this than just doing it ourselves from our end. The MSI HQ team would need to work with Nvidia on it together (and most likely each of the different OS dev's as well).

 

Hi, thanks for responding I sent a PM with the numbers.

Edit: Just to clarify, in the PM I said that Grace emailed me; he emailed me back during when the RMA was taking place and asked if he could exchange the PE card with a TF, and didn't contact me as of lately.

 

Will I submitted a request for repair on my spacebar, it keeps sticking. I'm hoping I will have enough money to ship my baby to be repaired and have no issues. I am glad I kept all the stock stuff. (Just the m.2 SSD was upgraded. So an easy removal before sending it in. Wish me luck!

 

This is what we got from MSI, and I don't think they would do it.
If they do it, then we will know about it when they have a new BIOS released for the public.

 

That's totally random. I don't get why NVIDIA would have a problem with this...

Anyway, thank you so much for spending time on this matter. Greatly appreciated

 

I don't think you will have to remove the drive before sending it in, you may want to double check on that. Just trying to save a bit of work for you lol

 

Hey guys, I'll try and keep this as short as I can.

I replaced my old ASUS G75 just over a month ago with a new MSI GS70-099. I picked this model after a lot of research because I needed something smaller that still had some power behind it for work (IT) and some occasional gaming . Long story short I purchased this model as soon as it was available from re-sellers with no modifications,arrived factory sealed with MSI tape. I was out of town for work (unexpected) and just opened it up a couple of weeks ago passed the re-sellers return date.

Upon opening up the first box (MSI taped) I pulled out the black and red box and noticed it seemed as though it was packed very tightly. When I took off the plastic wrapped on the R&B box it seemed to open a bit on its own as if the plastic was too tight putting pressure on the laptop.I noticed the metal hinge at the base of the screen was bent slightly as well as the frame on the inside surrounding the screen seems to be a bit more recessed than it should be. The bottom cover is also not flush around the base of the laptop in a couple spots front and left side it looks a bit warped, pretty noticeable.

Now after about a week of light use (office, email, etc.) I had 2 BSOD's and once it went froze and was completely un-responsive while checking my email. Since I didn't have much saved on it yet I made a MSI system restore USB and re-installed the OS. Two days later it froze up completely once and another BSOD, so I tried a clean install and downloaded the latest drivers off MSI's support site myself and installed them properly. I believed to be a driver issue so I only installed most basic to get the laptop functional this time around and it locked up again last night. On top of that the frame around the screen (inside) has marks that match up with the casing that seem to be getting worse, I assume its due to the frame being recessed, the rubber bumpers must not be making contact with the metal casing around the keyboard.

Now here's the icing on the cake, it has not left my desk minus placing it in its included sleeve when I need the desk space for paperwork. Today I took off the last two pieces of plastic wrap (on back of screen and palm rest), and found a 1/2 chip on the back of the screen on the metal casing. This was covered by the protective plastic so I assume it left the warehouse this way

Sorry about the length but I am not sure what to do in this situation. I can't return it to the re-seller due to their awesomely short return policy, I suppose I can RMA the unit but I really don't want this beat up on arrival unit sent back to me with even more scratched up. As I said before this is my first MSI product and an expensive one at that, I am not trying to bash the brand in anyway but is this what I can expect from MSI products? or am I just one of the few that got a bad egg?

Does MSI replace units in situations like this or can anyone make a suggestion on what I can do ? Or should I just sell it and wash my hands of it? Thanks!

 

Hey bobzoz,

Im sorry that you having some slight issues with the GS70. If you are having BSOD's and lockups, you are most welcome to contact our support team and try to figure out what is wrong. If they aren't able to help you, you can send it an for an RMA.

For the physical damages to the body/chassis, if the laptop was received in this state, we will happily fix damages for you. You will need to send it in to our RMA facility, so that they can verify that the damages were indeed shipped out that way. If we find that the damages were caused by a 3rd party, we must charge for the repairs.

Although, If you have registered your notebook through MSI within 30 days of the original purchase, you do receive a 1st year, 1 time only accidental damage coverage included with your warranty. You would be able to use that to fix the damages as well.

Cheers!
Geno

 

That is great news, thank you for the quick response Geno. How long does an average RMA take? Also do you recommend I call or go online for the RMA?
Edit: One more thing, I did take off the bottom panel last night to see if maybe it was just not on properly. One of the screw brackets (one under warranty sticker) was broken. Does removing the bottom cover effect the warranty in anyway?

Thanks,
Robert

 

I believe for notebooks, you need to call in. You can find all the info you need here: MSI USA - Online Customer Service Q&A

The RMA process depends on the issue, if we need to replace anything and if we have current stock of that item, etc. most issues are resolved within a week, but may take up to 25 business days if there are delays

Removing the bottom cover does not effect the warranty, as long as you did not damage anything while doing so yourself.

Cheers!
Geno

 

I recommend to setup both your accidental warranty registration asap as well as RMA however you want but don't let time pass. Whether RMA takes more or less time, you should do it. If you absolutely need a machine while yours is being fixed, you can figure something out.

I once bought a low end notebook to work while my laptop was on its way.

 

Accidental warranty can be activated if you register and submit proof of purchase within 30 days, if you miss it then it's forfeited.

 

Everyone should keep this in mind when purchasing a new machine. Thanks Kevin.

 

Exactly, i think alot of people dont know about this accidental damage coverage in their warranty. Please register your products everyone! it helps out with any future RMA/customer support issues as well.

 

Didn't know about the accidental warranty coverage. I usually never fill out any warranty information, but I think I will do so this time.

 

You definitely should. Good peace of mind i think :thumbsup:

 

Hi Geno,
I just purchased the MSI GT series Dominator 895 laptop and I was going to downgrade to windows 7 from windows 8.

I was wondering where I could find all the drivers for the laptop for it to properly function? It did come with a disc that has all the drivers on it but im not sure if it is compatible with windows 7. Is it???

Thanks! -jess

 

Win8 driver packages contain Win7 drivers.
If you find one that doesn't work then let me know and I can send you the driver.

 

First let me welcome you to the forums here and thank you for doing what you do for us all here.

Okay now to the real issues I've been having. I bought one of the 2013 GE70's(pre-apache) from NewEgg back in early April of this year brand new. When I received it the screen had a dead pixel and the bottom chassis plate/cover was busted. I immediately called MSI and after going through a 3-hour long battle with multiple supervisors and reps repeatedly and purposely harassing me by referring to me by the opposite gender even after they had my name which is clearly a guy's name and me politely correcting them the first time each person I spoke to did it they all still continued the harassing behavior and refused to do anything for me other than telling me that NewEgg was the only company responsible for my computer. So I called NewEgg and they told me that there wasn't anything they could do for me because they were out of stock and weren't going to be getting anymore of that model in stock and that I needed to call the manufacturer. So I called MSI back and ended up with another 3 hour ordeal of being treated the same way and being told the same exact bull as I was with the first phone call. So being that I desperately needed the PC to continue on with my Masters Degree I decided to wait until now since I have a 40 day break between classes to send it in to y'all. Which was perfect timing because just yesterday the fan started acting real weird and sounding like a chainsaw on steroids. In the package I have included pictures of the damages that it arrived with on the chassis cover etc. Would you please forward my feedback on to your customer service department and is there anyway you can assure me that the damages didn't void my warranty please? I'm really concerned that this will come back to bite me in the rear especially since I'm not the one who damaged it.
CodeGunner

 

Sorry to hear about your experience with your notebook.
If you had received the unit damaged, then you should contact newegg to claim shipping damage since manufacturer isn't responsible for any shipping damages. This is probably the best solution.

MSI only covers dead pixels as described within their terms and conditions, thus a single dead pixel isn't covered, see below for your reference.

If UPS takes the machine then you will receive credit from Newegg and then you can purchase another one hopefully without any of the issues you had.

 

Oh you're kidding me, MSi covers accidental damage in their warranty by default? Good thing I registered lol I had no idea.

 

I think Accidental Warranty is the second most unknown detail about the MSI laptops, second only to FN+F6.

 

My GT72 Dominator Pro 445, is finally being shipped as of monday and should be here by friday. Is there a site/program I can use for proper extensive testing so I can make sure EVERYTHING is in order from pixels to making sure SSD has no errors, to BSODs or whatever other issues I should check a new laptop for. I'd like to make sure there is nothing wrong with my expensive new love of my life. Figured I'd ask here since ya'll are so active.

 

Don't worry Take your time, and you should be able to have it up and running, tested and all, in a couple of days. There is no single program, but you can download a bunch of benchmarks to test performance if you'd like. Recommendations go for monitoring software like HWmonitor so that you can keep an eye in temps while you use it.

I recommend you download some games, watch a movie or two, and maybe test a benchmark. Doing that you will know temps, performance numbers that you can compare to others as well as any indication of BSODs etc. For SSDs there is software that monitors the SSD integrity, though personally I haven't used it as I haven't had issues yet.

 

Finally! Congrats nijnij, enjoy!

 

Should be getting here tomorrow at some point, according to UPS, but thanks for the reply. I'll try those things indeed. I just want to cover my bases as far as finding issues around now if there's any as opposed to later when warranty is an issue, or I moved all my data over to that laptop and it will depress me if I have to ship it off, lmao. Steam should do well for the game front, and I'll load up a movie or two since I have some blu-rays around the house as well, etc. And thanks, Geno, lol. I had to order from Gentech, and it seems like they're more on the ball than any of these other companies, not to badmouth. But they tell you on their site if something is actually in stock or not, and I went to them since getting shipments from MSI was an issue for Xotic. Hopefully everything will be there, though according to UPS, the weight was 15 pounds, and I know it shouldn't be all just the laptop and battery, haha.

 

For my GS60 I tested it with:

Heaven Unigine
Unigine Valley
3D Mark 11
SkyDiver
CrystalMark
PCMark 8
Crysis 3
Starcraft 2
CS:GO

These are mostly to check if the CPU and GPU are working well. CrystalMark checks the SSD speed. If your SSD has errors, most likely your computer will not boot to Windows. I recommend doing your Windows updates first, then NVidia's GPU drivers, then installing and uninstalling stuff like Chrome, Flash Reader, etc and MSi Social Media Apps (?!)

 

Alrighty, I'll keep this in mind. As for the SSD, I removed the raid option since I didn't want an issue on one to affect all the others, so that's pretty much why I wanted to be able to test those in addition to the other things. It's currently "Out for delivery", so I'm hype, and trying not to fall asleep since it has to be signed for, lmao. Another thank you to you all who've been commenting.

 

I am about to buy it during boxing day but I still have a few question I want to find out! the one that I am gonna buy has 12gb of ram, does that mean dual channel? or is it a good dual channel? it also only has a 128gb ssd, can I disassemble it and put a random m2 128gb sad on it and run raid 0 in the future? does the Samsung screen has light bleed? if it does or doesnt would you mind to show us a picture? people say the killer 1525 disconnects from time to time, how has that card been doing so far? I ve seen a video that a gs60 makes heavy clicking noise without the cover, have you figured it out what was the real problem? Sorry for all these questions, but consider it costs me 2000usd it really is a big investment to me, really appreciate that if the problems could be solved!

 

Will I finally sent my gt72 to msi for repair. Tracking says it was delivered so hopefully it will be fixed and back to me soon!