So in mid 2019, I bought an MSI P65-8RF from B&H for $1,400. It was the i7, GTX 1070 model. It was pretty great for a few months, but in early 2020 it started to have BIG issues.
Sometimes, during normal use, my GPU would become “disconnected,” and missing from device manager. At the time, as a student, I couldn’t go without my laptop for a long time, so I just had to deal with the problem. I found one way to temporarily fix it which involved completely removing he motherboard and re-inserting every ribbon cable, which would fix the GPU problem for anywhere from 30 minutes to 6 hours. Eventually, though, I would get a BSOD and deal with integrated graphics before trying the process again.
I sent it in to MSI, and after a long 5 weeks, I got an email from a support technician named Moises who was extremely nice and helpful. He essentially said that the issue was too complex to fix and he offered me a brand new P65-9SF, the i9, 4k, 32gb, RTX 2070 MQ model. That laptop was worth about $2,700 at the time, far more than I originally paid. I accepted, and have been living with that laptop until now.
Over time, I’ve had more issues with this new laptop. While they didn’t show until recently, I have issues with the USB-C port not working, the CPU runs at over 90 degrees when idle, and occasionally I get the same issue with the disconnected GPU that I had in the last laptop, although a simple restart normally fixes it.
I finally sent it tin to MSI for RMA, but this time there was very little communication during the process. After I got my email saying it got delivered to the facility, the next email I got was them saying here’s the tracking info for the package they sent back to me. When I got it back from RMA, it wasn’t powering on. At all. I tried everything and talked to support and it wouldn’t work. So now I got another RMA to send it back in, and they thankfully paid for the shipping this time.
I had a secondary SSD in my first laptop that the technician transferred over to the replacement, but I had never personally touched the inside of the laptop, it had a factory seal over it still. I talked to support and asked to remove the SSD to use in my desktop while it has to be repaired again, to which they said yes. When I went to remove it, the laptop actually did power on, but it had a really weird boot prep was and it was not supposed to act like that. Sometimes it still just wouldn’t power on.
So, I took a video all they way from showing this new boot process to breaking the factory seal and removing the SSD, and even the repackaging of the device to ship in with marker lines over the tape to show the tape hasn’t been removed. It got delivered at their facility about 5 days ago, and I have not gotten any correspondence back from them.
Jose, an employee who helped me initially, was super nice and helpful during the process, but after my package got delivered to their facility he stopped replying to me. I use Mailtrack, so I can see when my email are read, and he’s read my past four emails asking to confirm they got my laptop safely and asking for any update whatsoever, but I still haven’t gotten a reply. It’s been getting quite annoying, but I trust they’re doing their best.
Anyways, I just wanted to share my positive/negative experience with them to help anyone else who had a situation like mine in the future. If you have any thoughts or suggestions please let me know!
Sorry, I can't read text in wall format. Gotta break it down