MSI Microstar International
- Laptop Damaged after giving it for service Open
The laptop(MSI GS** stealth thin *rf) that I have bought on Amazon in ****. I was having issues with my laptop. Initially, I have taken the laptop to Hyderabad MSI authorized service center they have taken a look at it and told me I have to get my fans replaced but they couldn’t take it so as they were shifting the service center. So I have given my laptop to MSI authorized Vijayawada service Center( Sri Jishnu Communications)
The issues that I was facing
*) trembling fan noise
*) Sign in error ( Not able to sign in ) but was able to access in safe mode
*) Few keys aren't responding like backspace, h .
They have checked and noted down the same in the job sheet that was provided to me by the Vijayawada service center ( Sri Jishnu Communications) and have taken my charger. Later on, They haven't provided me with any updates and they have been giving reasons of different kind each time i call them which were
"we were not aware it was out of warranty a different team has to check" (I have made it very clear that the laptop is out of warranty which they noted down on their job sheet),
"We have ordered fans it is taking time as parts are not available"
"Your fan issue has been fixed and we are looking at the other stuff"
and this kept on going for a month and finally after continuous persuasion and pleasing them for a month, they finally call to tell me there's an issue with the motherboard and they were not able to perform any test as the laptop doesn't even turn on, Which did turn on when it was given to them in front of me and even suggested for possibility of fans replacement because of the trembling noise ( I made it clear if its required I will pay for it as it was even suggested by the Hyderabad service center). I told them I was told you y your people that the fans were ordered and repaired but now what is this, They denied all that and either wanted me to collect the laptop or give it further repair which will easily cost me **% of my laptop cost(nearly *,**,*** RS).
I am a student studying in Dubai, So I had to go back to my college so i decided to go to the service center to get a proper explanation on why it took them a month to finally contact me and how they damaged my laptop. When I finally went to collect it in person the laptop wasn't turning on and they had misplaced my power cable. It took them hour to find few cables that aren't mine and they asked me to take one from those provided by them. I asked for an explanation on how the motherboard is damaged but they couldn't provide an explanation, I questioned them how they repaired the fans when it wasn't turning on. They tell me they haven't touched the laptop until recently and denied any responsibility. I asked to speak with the manager and he wasn't available and they wouldn't provide me with a number as the call will be directed to them. I asked them who I could talk with regarding this and they had no response.
THEY EITHER WANTED ME TO GIVE MY LAPTOP FOR FURTHER REPAIR IF I AM WILLING TO PAY **% OF MY LAPTOP COST OR LEAVE THE SERVICE CENTER WITH MY LAPTOP. THEY CONTINUED TO IGNORE ME WHEN I ASKED FOR AN NOTE OR SOMETHING MENTIONING HOW THEY DAMAGED MY LAPTOP AND MISPLACED MY POWER CABLE (Or a note saying that the problems which were checked and noted when given and while returned the laptop doesn’t even turn on), SO I COULD CONTACT MSI DIRECTLY LATER ON AND GET HELP. (I was not charged any amount by the service center ) I HAD TO LEAVE THE SERVICE CENTER WITH DAMAGED LAPTOP(Couldn't even access the data on my laptop in safe mode as now it doesn't even turn on) AND WITH POWER CABLE THAT ISNT MINE , AS THEY WOULDNT CARE TO HELP ME AND IGNORE ME FURTHUR.
I don't understand how an authorized service center behaves in such a way. I didn't understand what I was supposed to do and I tried contacting the MSI customer service but i couldn't get through the phone. I have raised several tickets on their websites and many chat conversations but couldn't get proper help except for being referred to multiple people. The only reply i get from all of them at the end is go to your local service center for any repairs and to pay for the service myself. I have been literally requesting, pleading the MSI customer service from the past two months to help me out with a proper solution but no proper response it’s like they don't care.
So I have filed a complaint with NCH ( National Consumer Helpline) Hoping that this would make the company realize the amount of suffering that I have been going through and they would understand the whole issue but they reply with a statement
“"Customer was visited in service center in July **** for fan noise and KB not working issue, But customer RMA was rejected by MSI due to warranty expired in June ****. Service center informed to customer that Can’t support in warranty and need to repair on chargeable. Unit returned to customer without repair in same condition, Already around * months has been passed but now customer is in Dubai and sending mail from over there but we can support him India only, for UAE he have to discuss on their service center. We already requested to customer to visit at India service center, we will check the system and will try to solve on priority and will try to provide possible discount on required parts. “”
This is very misleading. These people have damaged my laptop and I have been trying to contact them for help but they don’t respond proper and this is how they reply. Trying to make it look like I am at fault. And Deny any responsibility from their side which is unacceptable and unethical of them to treat a customer and try to deceive in such a way.
They didn’t even try to address the issue and were not even sorry that a customer has gone through such horrible experience.
As a student of Computer science engineering laptop is very essential for me to do any kind of work. This has been a mental torture for me trying to get help and the ordeal that I have been going through to manage my classes and all the works, I cannot understand how a consumer can be treated like this and get away.
Are you brand?
Are you Lawyer?
Apology letter from company
Refund / Credit for purchase
Damages for loss and agony
"I am very satisfied with Voxya. I got a call from Swiggy that they have initiated the refund for the misplaced order and that they are apologetic about it."