MSI RMA Frustrations

:hi2:Anyone have any recent experiences with the RMA process of MSI? I purchased a Force/MSI 1761 laptop last Fall and was very pleased with the purchase until I had it start messing up on me at the end of last month. The laptop first completely shut off the display and would only give output in the form of a loud fan and would not restart after I was forced to power it off. It also wouldn't restart after leaving it off for hours. The next day, it would indeed work but yet again shut off after a few games on low quality graphics. I noticed that it randomly started getting hot so I used a cooling pad but this did not fix the issue, so I submitted an RMA request.

The RMA was approved on August 1st and I shipped it that day. It was received by MSI on the 8th (South Carolina to Cali )and has been in the "in processing" stage since. It has been 17 business days with no progress, apparently due to waiting on part arrival when I called them. No shipping of a part takes 17 days. What should I do to make this not be such a nightmare?

 

One way to ensure that it will be a less of a headache is buying it through a reseller. But that doesn't help you at this point.

 

I bought it through XoticPC.

 

I would contact the reseller and have them check on it for you immediately.
My reseller is GenTech and Ken helped make the process go much easier. I called MSI and was not impressed with the tech person I spoke to about the broken hinge on my GT70, so I called Ken. He told me to always get names of who you speak to when you call MSI.
Best wishes and hope you get this resolved quickly. Post an update when you can.

 

I feel like these are customizable laptops and MSI could just install a different better part due to my wait time rather than having me wait a month for parts. I have contacted XoticPC and requested a replacement and they told me they would email MSI and forward their response but have yet to. I've seen lots of praise for msi with most RMAs taking 1 to 2 weeks including shipping but this is just ridiculous.

 

It will depend on whether you bought extra warranty, but they should help you out in general for the sake of reputation. Resellers tend to make RMA process a lot shorter.