RMA 388229 - been a month now, still not resolved

[TerminatorUK]

Dear Scan,

I hope you can help me - my last 4 emails / online queries seem to have been ignored and / or not answered.

I sent my MSI Radeon R9 290 Gaming 4G back for RMA (RMA number 388229) a month ago now and it's been 'with the vendor' for nearly as long.

No one is answering me and providing me with an update.

Please could someone PM me to tell me what is going on with this RMA - have MSI received it, are they repairing / replacing it etc... and when we I get the card back?

I was initially told the RMA process would be 7-10 days, then that went to 'up to 28 days' because they it had to be sent away - this is getting beyond a reasonable length of time now

[Mark@SCAN]

Hi,

Firstly please accept our sincere apologies for the delay and failed response to your e-mails. Having checked I can see the card is still outstanding with MSI. Given the lengthy wait you have had already experienced I can offer an upgraded 290X as a replacement. Please confirm by reply and I will send you a more detailed e-mail via our query system.

Regards

[TerminatorUK]

Hi Mark - no problem and thank you for getting back to me.

That's great - would it be possible to get the MSI Radeon R9 390X Gaming 8G instead (which is a similar price to what I originally paid)?

Otherwise happy to accept a MSI Radeon R9 290X Gaming 4G if you still have these in stock?

I'm looking to ensure I retain an MSI gaming edition version of either GPU rather than a 'reference' cooler edition card.

Many thanks once again for your assistance - it is very much appreciated.

[Mark@SCAN]

Ygpm

[TerminatorUK]

I was offered a Powercolor R9 290X reference cooler card - not any form of MSI Gaming Edition Twin Frozr cooling card - I'll call that a downgrade in my eyes.

2 PM's sent, another 48 hours passes - no relply or update - the waiting game continues *sigh* - no one seems to have any idea where my card is or what the status is with MSI.

We started this RMA on 31st of March and, nearly 1.5 months later, it still isn't resolved - this is getting beyond reasonable now.

I've emailed, online queried, live chatted, forum posted and phoned up for the past month - if this isn't resolved by tomorrow, I'll be calling up and will be requesting to be put through to a manager / director for resolution.

[Mark@SCAN]

Hi,

Further to your conversation on Friday we have taken delivery of an identical replacement card from MSI. This is currently in the process of being booked in by our returns department and I expect it to be shipped for next working day delivery today or tomorrow.

Regards

[TerminatorUK]

Thanks Mark - pleased to say the card arrived yesterday and was a complete replacement (checked the serial number was different to the one I sent away).

The card is working absolutely fine and now only hitting 70oC at a much reduced fan speed so good result all around.

Got there in the end - appreciate your assistance with sorting this.