MSI Customer Service; Problematic R7970 BE Experience! Faulty Replacement Card!

G'day their,
In December-January I went to go build a new computer consisting of 2x MSI R7970 Lightning BE graphics cards; these cards in my opinion we're amazing! Little did I know of the quality of these products...
Upon putting my 2x 7970's in crossfire, I experienced catastrophic amounts of artifacting (at 67+ Celsius GPU Temp), I then narrowed this problem down to one of the graphics cards (The other card works FLAWLESSLY) – I called up MSI, explained my situation, they got me to RMA the card, I sent out the card for the RMA at the start of January.
Two days later, I get an email from MSI Australia saying that one of the fans on the graphics cards we're broken – they also told me, the piece broken off the fan was not found in the packaging, thought that was extremely odd and unusual. They offered me a deal, to pay $165 to replace the fan on the graphics card and send me a "NEW" R7970 Lightning BE, to fix the initial artifcating problem I had – thought OK, what the heck, went through with it.
Last Thursday (14/3/13) I got a "new" replacement R7970 Lightning BE – opened it up, took out my other 7970 in the computer out, put this "new" one in. All was hunky dory, turned the computer on, no video was being displayed from the graphics card – the graphics card's fan was just running at full speed, no activity from the card. I then placed the graphics card in another PCI-E slot, nothing, placed it in another computer, nothing... At this point I was furious.
I took the card out, put my other 7970 in, worked flawlessly. Looked closely at the 7970 I got sent, and found that it was dinted on the side:
h**p://imageshack.us/photo/my-images/209/screweduppipe.jpg/
Not only that, the card's heat-sinks we're also loose.
The quality of the card was appalling, looked to be second hand.
Clearly showing graphics cards fans upon purchasing:
h**p://imageshack.us/a/img805/3576/20130110204108.jpg
I'm honestly gob-smacked. What do you guys think I should do? Contact MSI Australia yet again?
Any help will be greatly appreciated.
Regards,
David.

Quote from: Froggy Gremlin on 16-March-13, 14:45:57
Absolutely! It sounds like you are able to control your anger pretty well, but be firm with them and request they not only RMA the card, but pay for shipping 'both' directions. You should not have to pay for the return.
Hahaha! I've tried really hard too keep cool!
I have prepared an e-mail, and this is what I have written thus far - should I even send an e-mail, or just call them, or both?
Hello Asif,
Upon you're instruction, I have installed the 'replacement' R7970 Lightning BE into my system - yet it does not work! When turning the computer on, no video is outputted - there is no activity from the graphics card, not even the blue LED's on top of the graphics card illuminate - all that happens, is that the fan's on the card are running at full speed. I installed my other R7970 Lightning BE, and works flawlessly! No problems what so ever! I took out the 'replacement' R7970 Lightning BE and found that a pipe on the side was damaged - dinted (you can see this in the pictures attached) and the heat sink on the graphics card is loose compared to my other R7970 Lightning BE, on top of that, the graphics card looks appalling, as if it's second hand. I also noticed that when I took the 'replacement' card out, it was rather hot, for running for 10 seconds, much hotter in comparison to my other R7970 Lightning BE graphics card. I was assured, by you, at the start of January, when you spoke to me of a replacement card, that it would be a 'new' card, you never stated that it will be a 'refurbished' version, even so, if this card worked correctly, as a 'refurbished' card, I would not be fussed anyways. I'm simply gutted and appalled that I received a completely faulty 'replacement' card, after waiting for 2 and a half months; where all I want is a card that functions properly and flawlessly, just as my other MSI R7970 Lightning BE does! I did not spend $1200 on 2x R7970 Lightning BE's to be presented with faults! I will contact you on Monday in regards to this issue.
h**p://imageshack.us/a/img209/9464/screweduppipe.jpg
(The card on the left is my 'replacement' card - dinted, the card on the right is the other R7970 Lightning BE card I had originally)
Regards,
David.
By the way, thanks heaps for you're speedy response! Much appreciated!

Similar Messages

MOVED: Is this ok? MSI customer service lied to me to max their profit

This topic has been moved to Anything Under The Sun.
https://forum-en.msi.com/index.php?topic=179073.0

Quote from: flobelix on 30-March-14, 20:18:21
For complaints contact MSI: >>How to contact MSI.<<
As MSI doesn't sell to ultimate customers but retailers your suspicion is obviously rubbish as they don't care what deal you got with the retailer. Wheter you paid 300 or 800 for this out of production card at the retailer is irrelevant for MSI.
I'll try to contact MSI again, but so far they have been totally unhelpful.
I don't think my suspicion is unfounded. MSI surely does not reimburse RRP to the retailer, that'd be overpaying a lot. When I studied business I've learned about all sorts of agreements between retailer and manufacturer. The retailer rarely takes the full risk to sell the product. In fact, the manufacturer might take on all risks of products not selling etc. and pay the retailer only for its distribution effort or a percentage of the sale price. In that case it would be natural that MSI only reimburses the original sale price to the retailer. What else would MSI reimburse the retailer? RRP?
In either case, MSI should have at least given me the option to get the damaged card back. The lack of any communcation from MSI and the retailer is just one aspect of the bad customer service I got.

Creative's customer service will definitely not get a GEMs card from

I sent my creative zen micro for repair on the 3rd of feburary 2006. The woman at the counter said that she will replace for me a brand new model but there is currently no stock available, but she will call me once the stock arri'ves and it should be at the end of the month. Being anxious, I called on the 5th of feb, and the man on the line said that my mp3 will be ready at the end of the next week. On the 23rd of Feb, i called again as they did not inform me if new stock had arri'ved or not. The man on the phone said that it will defnitely be ready on the 2nd of March and I can collect it then. Today is the st of feb, so i called to ensure tomorrow will not be a wasted trip. The man on the line said that unfortunately it is not ready but he will call customer care immediately to check its progress but he has yet to return my call. What should i do?I've been waiting for almost fi've weeks, and i don't know what else to do.

This morning at am, i called the creative care cutomer support. His name was Kendrick and he told me that black and white would not be available for the next few months and if i like i could take another colour. I went to the Creative Customer care at jurong today at .5pm. I insisted on seeing the customer care manager or supervisor. The woman at the information booth said that he was out at lunch and will return at about 2.5pm. At 2.5 pm, the Creative customer care advisor came to see me and he asked what the problem was. He said that the manager had not returned from lunch. And he wanted to relay the problem to the manager first, and i told him what happened. At 2.45 pm, the Creative Customer care Manager returned from lunch and i told him what had happened. He said that Adeline ( the woman who was behind the counter on 3rd feb ) made a mistake. She should have told me that the policy is that if the device is not ready within the next two weeks, i could take another colour. But i spoke to many people on the phone, how come not one person told me that?The creative customer care manager said that black is?available and i could have it if i want. I asked about the warranty and he told me that he would add on the time where my zen micro was under servicing. I insisted that i have a copy of the warranty, but i forgot to take it when i left. I would like to request for them to send it to me as soon as possible. So, i waited fi've weeks for my white zen micro , and today i return with a black zen micro. There?must be?something wrong with the Creative Customer Care Serivce. Suggestions:- Ensure that each customer care centre consultant is sure about the policies.- Managers and supervisors should not take lunch breaks from to 3pm, because thats the time when customers are there and they are most needed.

Extraordinarily poor customer service & two weeks to replace a settop box???

Can Verizon explain the huge decrease in your customer service over the past several months? After being a Verizon customer for nearly 20 years, we are in the process of looking for an alternate service provider after spending a week with your customer service representatives trying to obtain a replacement settop box Model 6200.
After six hours of phone calls and a week of waiting, we now have a stack of three boxes sitting outside. The original that no longer powers up, the wrong unit that is obviously refurbished with huge scratches and grime all over it, and a new 7100.
The best thing Verizon seems to be able to do now is send a technician in another week with a 6200 on the truck. Obviously, our confidence in this is not very high.
During the process of calling in to Verizon every day this week, I have had the horrible experience of talking to your automated attendant who specifies that she/it has updates on my FIOS installation. When I follow the prompts to obtain more information, I hold for several minutes. Twice this week, your computers were down, so the reps simply hung up and said to call back.
Several of your customer service representatives were extremely nice and helpful but the bottomline is that after a week, I still don't have the correct piece of equipment. I also have your automated system telling me that I have two appointments in two weeks to send out technicians to install FIOS on one day and PHONE on another day. No one at Verizon can respond when I ask them what this is about.
Management seems to be non-existant or non-caring, and I'm not sure which is worse. Verizon representatives made the following statements that make it appear that Verizon has taken purposeful steps to make escalations of service problems by a customer impossible.
1. Supervisors cannot be reached by customers. They will call you back within 24-48 hours.
2. There is no headquarters phone number is not made available to customers because no one at Verizon executive offices will speak to a customer. This is a direct quote.
3. The headquarters telephone number listed by Verizon in any public forum is a voicemail box. (REALLY?????)
4. The legal/compliance number provided on your website forwards to customer service representatives who tell customers that they will look up the number on the same website that customers can. Which then transfers to the same customer service rep.
Verizon has made it apparent that customer that are treated poorly by the company are not taken seriously and that you will simply ask for "one more chance" to make it right in another three to five days and take the customers time for granted.
Amazingly, I can get through to pay a bill or order a new service in five minutes!

That's one of the very reasons why I don't call 1-800-VERIZON unless I really have to because I too have been there with the runaround where it wastes so much time and nobody seems to know what they're doing but I've had other experiences with that call line which worked out better. Either way, I blame management. It's very disorganized and sometimes it's like asking for the impossible when you're making a very basic and reasonable request for something. My only other alternative available in my area is Comcast which wouldn't be very much different from what I have seen.
I haven't done this myself but as someone else here suggested, you might accomplish a lot more by exchanging your STB at a Verizon Fios TV store but please be sure to call first before venturing out. I know other people here have gotten this sort of problem resolved a lot quicker that way.
Here is the website for finding your nearest store. It might be worth the time even if you have to go a little out of your way. I often prefer to speak to someone in person:
https://www22.verizon.com/ResidentialHelp/FiOSTV/General+Support/Account+Issues/QuestionsOne/84843.h...
Good luck!

Appalling Engineer/Customer Service

I don’t for a second believe posting my experience of BT ‘customer service’, will change the experience of customers at all for the better, but just need to let future customers know what’s in store. Whoever you have providing your phone and internet, if anything goes wrong with your line, then you only have the ‘choice’ of a BT Engineer. The following is an experience that unfortunately is common. My phone line started to crackle and became unusable, the internet then trickled to a halt. I phoned my provider who stated that a BT Engineer would call at a certain date. My wife waited in, but no one came. I again phoned and was given another date. An engineer came, scanned the ground outside our home with a fault finding device, he stated that the fault was under the public footpath. A few days later someone from BT came and dug the path up, then left. Another day and Engineer came and fiddled with the underground wires, stating that he’d found the fault and it was fixed, then he left without giving us a chance to test the phone line. It still didn’t work. Then another day BT sent someone to fill the hole. I had yet again phoned my provider to state that the fault has still not been fixed.
I decided to investigate the wire leading from our house and found the fault myself. The fault was caused by the wire that leaves the ground and connects to the house had become detached, it was obvious that this was the problem, just by looking. Again a BT Engineer came out and I watched him with his underground scanner as he walked around our garden. As he didn’t seem to be finding a fault I drew his attention to the wire coming out of our house. He confirmed that I had indeed found the fault! Why didn’t the ‘professionals’, find it, they’d been plenty of times? He reconnected the wires and the phone and internet then worked.
Another time I was looking after my sister’s house whilst she was on holiday and she’d arranged for a BT Engineer to come and fix the fault she was having, no phone and internet so slow it was unusable. I had noticed a heavy branch was resting on the phone lines about 500 yards from her home. When the BT Engineer came he connected a device to her phone and stated that the fault was back at the exchange and that he would reset it and it should work within a few hours. I asked him if he thought the tree branch could be contributing to the fault, he said no, he’d found the fault. So 24 hours after he’d left the fault remained the same, again another BT Engineer came and connected the same device to find the fault and stated to me, without my mentioning the tree that a branch was the cause and he even told me how many yards away from the house the fault was, he investigated and it was the tree causing the fault.
How is it that a professional service? I mentioned my experience to a friend who was a BT Engineer but lived some distance from me, so was unable to help me initially and he stated that my experience is common.
This is due to privatisation, there is no public service ethos left in BT and many people who are employed by BT, don’t even know what that means.

This page should explain things.
http://www.expect.openreach.co.uk/
You can complain using this form http://www.openreach.com/orpg/home/contactus/tellussomething/tellussomethingaboutourpeople/tellabout...
There are some useful help pages here, for BT Broadband customers only, on my personal website.
BT Broadband customers - help with broadband, WiFi, networking, e-mail and phones.

Cant reach customer service

Hello, I want asap close my account. but the webiste doesnt work for contact them. What to do?

Hi, Weather12, and welcome to the Community, Skype is aware of existing website issues. Temporarily enabling scripts, pop-up dialog boxes, and disabling plug-ins which could prohibit pop-ups may help get past website problems. Here is a link to the instruction on how to contact Skype Customer Service via their secure portal: Contact Customer Service
If you still experience difficulty reaching Skype Customer Service or find yourself redirected back to the Community, please try again using a different web browser and choosing a different path through the various drop-down menu options presented.
Also, look to approve a pop-up dialogue box which would connect you to start an instant message chat with a customer service agent. If you have pop-ups blocked in your browser settings, this will also block reaching an agent.
Last and not least, when you reach the last step of the process, remember to click on the "Start Chat" link when you are provided the choice of visiting the Community or starting an instant message chat with a customer service agent.
Regards,
Elaine

Customer Service is broken

I tried the link to contact customer service, but it told me I don't have the authority to contact customer service - yeah, how borked is that?
Skype is crashing every 30 seconds today all day about 15 crashes so far. I can't even find a way to let them know this.

Hi, Judy3T, and welcome to the Community,
Skype is aware of this crashing issue, and issued a hotfix yesterday. Please read here: http://community.skype.com/t5/Windows-desktop-client/Skype-Fix-for-crashes-caused-by-bad-URL/td-p/39...
If, after updating your Skype software, the crashes continue, please post a new request with as much information about your system as possible on the correct message board matching your operating system.
Skype is aware of lingering website issues experienced when trying to contact Skype's customer service unit. Temporarily enabling scripts, pop-up dialog boxes, and disabling plug-ins which could prohibit pop-ups may help get past website problems. Here is a link to the instruction on how to contact Skype Customer Service via their secure portal: Contact Customer Service
If you still experience difficulty reaching Skype Customer Service or find yourself redirected back to the Community, please try again using a different web browser and choosing a different path through the various drop-down menu options presented. A few people reported back that they suddenly succeeded after several failed attempts.
Also, look to approve a pop-up dialogue box which would connect you to start an instant message chat with a customer service agent. If you have pop-ups blocked in your browser settings, this will also block reaching an agent.
Last and not least, when you reach the last step of the process, remember to click on the "Start Chat" link when you are provided the choice of visiting the Community or starting an instant message chat with a customer service agent.
Regards,
Elaine
Was your question answered? Please click on the Accept as a Solution link so everyone can quickly find what works! Like a post or want to say, "Thank You" - ?? Click on the Kudos button!
Trustworthy information: Brian Krebs: 3 Basic Rules for Online Safety and Consumer Reports: Guide to Internet Security Online Safety Tip: Change your passwords often!

My experience in Toshibas product and customer services

Just a warning to people who may be considering purchasing a Qosmio based on my own experiences and the research I have done in the last week.
Toshibas customer service is simply not what it once was and there are 100s of reports of Qosmios of all generations suffering extreme issues just outside of warranty periods.
Ref: Toshiba Qosmio X500-149, Support call reference ********
I am writing to express my frustration, anger and disappointment in Toshibas product and customer services.
I am a Freelance Community Manager, Video Game and hardware reviewer in the video games industry presently looking after 2 communities for 2 employers totalling over 2.5m users, I travel to a lot of trade shows, expos and community meet and greets where I require a laptop suitable of showing the employers products which are usually AAA video games or editing video on the fly for publication to social networking sites.
In January of 2011 my 4 year old Alienware hit that point where it really needed replaced, I opted for a Toshiba Qosmio over the Asus G73 as there was a 300 price difference for near identical spec.
I managed to source a X500-149 at PCWorld the companies flagship model here in the UK paying 1499 for it on January 26th 2011 reduced from 1799.
For the 1st 13 month this laptop performed admirably aside a design issue of the fan guards that I raised on the 16th May 2011 with PCWorld where the heat expelled causes the rear guard plastics to become exceptionally brittle and crack. I evangelised the product to anyone who asked me what laptop and model it was that was running these AAA games in such great detail, something I certainly won't be doing in future.
In early March 2012 it then began randomly locking up requiring a hard reboot this would then suffer issues restarting, reporting Operating system could not be found this would usually point to a fault on the primary HD, disk checking software however reported no errors but this continued to happen which would lead me to suspect the motherboard.
Within a month of this problem starting the left laptop fan began making a horrible screeching noise and had a distinct wobble whenever high RPM's were required and the machine began to often go into thermal shut-down whilst performing my work duties and utilising graphics and higher than idle CPU.
I decided on the 23rd April 2012 that enough was enough and I was going to speak to Toshiba as for this to happen to a flagship laptop that was only just out of warranty was simply unacceptable.
23rd April called to report the issue and was basically told tough luck its out of warranty at this point I also updated my tel numbers with Toshiba as the info was outdated, after expressing my anger at this Toshiba agreed to offer me a extended warranty at a cost of 166.
I was fuming to say the least Toshibas flagship laptop breaks at 14 month old and I am expected to stump up more money. If I was not desperate as the machine is critical to my work I would have returned the machine to PCWorld under the sales of goods act and it not being fit for purpose.
As that course of action would likely lead to legal proceedings, engineer reports and even more delay than just dealing with Toshiba for a repair, against my better judgement I called back at 11am on 24th April paid the 166 and took Toshiba up on the warranty extension, order number ********** again having to provide correct tel numbers as where once again incorrect, immediately after I reported the faults.
Toshiba Support centre on fault reporting where great noting each issue in detail and raised a collection with UPS for the following day.
The evening of the 24th April whilst I was retrieving data from the laptop in preparation for factory resetting it the machine went into thermal shut-down with a very distinct smell of burning chemical/plastic coming from the rear vents.
It took me over 90 minutes to get the machine cool enough to actually reboot and get my data after this I shut it back down and boxed it up not be used again.
I thought the best course of action would be to report this as it was a fair step up from the previous overheating. Wednesday 25th April at around 9am I called Toshiba to report this and was advised this would have to be dealt with by a head office case manager, as the item had become hazardous thus the collection that would take the laptop to the service centre was cancelled.
At this stage the advisor took my contact numbers again and escalated the case to head office advising at that time that I would be called by HO within 24 hrs.
Thursday 26th April 15:31 Well past the 24 hr mark and no sign of a call so I called support again and spoke to a advisor called Jacob. Jacob advise that HO had indeed tried calling on 01670 ******* this number was my old number, this number was the number I had advised twice already was incorrect and had provided both a correct land-line and mobile number 3 times previously. To say I was annoyed was a understatement.
Jacob attempted to contact Chloe Sontag who was looking after my case but the line just rang out so Jacob advised that he had sent an email asking for Chloe to contact myself.
Friday came and still no contact by 15:00 so I called support who once again tried to patch me to Chloe who's number once again just rang out and again an email was sent asking to call me.
No call by 17:30 so I called tech support again and spoke to Ian asking for head offices number so I could call them direct, Ian provided the number yet advised that HO are now closed.
After expressing my frustration with this whole process and just how critical this machine is to my daily working life Ian promised to look into the case on Monday AM and try and expedite actually getting a phone call to at least start the process of having this laptop repaired.
To say I'm annoyed is really a understatement not only has this failure to receive a simple phone call at least delayed the repair by almost a week but it is costing me more and money daily when I spent a large amount on what I imagined would be a great laptop for 3-4 years and believed Toshiba actually had good customer service in the event something did happen.
My best guess is that Chloe is on holiday or is part time or such like as her phone just rings out and if that is the case then I would question why assign a case to her, if she isn't then I would want to know why after 2 additional mails advising that the customer is not happy and to contact them has there been no contact or are your case workers just so overworked with faulty products that they can't manage the workload ??
So far Toshibas inability to produce a product that last as long as you expect it would has cost me 2 days off work that I am having to make up this weekend thus cancelling prior commitments, 166 extended warranty 600 for a HP laptop that I had to go and purchase yesterday 27th April 2012 to actually perform my work on and who knows how much in phone calls by the time this matter will finally be resolved.
I was happy with Toshiba as a manufacturer and of course laptops can have issues however having now researched these issues far to many Qosmio X500 users report severe overheating just after the 12 month period or within it and many state that repair after repair has taken place but still to no avail, this on top of the cracking of the rear heat-sink guards has to be a design fault.
This letter will not arrive with you before I have hopefully had a phone call and my laptop has at least been collected for repair, If I have not had that phone call then I would expect another letter very shortly.
Why have I wrote this letter ? To express my disappointment with just how poor the durability of your flagship laptop is and also at just how poor your customer service are, 1500 is a lot of money in the PC purchasing scheme of things and to expect this quality of hardware and customer service is simply unacceptable.
I expect the repair to be expedited and if like some of the horror storys I have read online parts required will take 4 weeks + then I would expect a replacement laptop, not everyone uses these things for entertainment and whilst the HP I had to rush out and buy with money I didn't really have available can allow me to perform my core duties to the minimum it cannot allow me to perform my duties to my standards, my employers standards or my expectant communities standards.
This has been a really unfortunate series of events as I had been considering the X870 Ivy Bridge based on the Nvidia 670m Qosmio which would release soon and passing this X500 onto my partner but after these events and the fact that the HP laptop had to come out of the money saved for it then I can categorically state that will not be the case and I will instead opt for the Asus G55 or G75.
If this issue cannot be resolved to a satisfactory manner then I will have no option but to seek an independent engineers report as well as printing the myriad of similar reports of these issues on the internet and return the item to PCWorld.
In line with the sale of goods act 1979 a large electrical item has to be of satisfactory quality and fit for purpose for a period of 6 years whilst I wouldn't expect the full 6 years from a laptop I would expect at least 3-4 year especially considering that this is a near 2000 flagship model not a 200 budget model.
This is a action I really do not want to take as it will likely end in small claims court against PCWorld a company that on this occasion has done nothing wrong, I do not believe in punishing those who are not at fault so its a action I really wouldn't be happy with and I'm sure PCWorld one of if not the largest vendor of Toshiba products when you incorporate the rest of the DSG group wouldn't be too pleased with it either.
Frustratingly

So I received my laptop back today after having fans replaced and a good clean as well as the top cover replaced.
Opened the box and took the laptop out 1st thing I noticed was a screw rattling around inside, SIGH!!!!
Plugged the laptop in and attempted to boot it at this point it just cycle through finalisation of windows install and shutdown.
How could a laptop have been tested if it didn't even have windows installed ?
An hour later and I gave up unplugged it and lo and behold it actually booted when on battery only.
I then noticed that the SSD was full, oh wait no it wasn't the head office engineer in his infinite wisdom decided that partitioning a 64GB SSD to 2 drives barely even leaving enough for Windows on the C: and wait for it putting the HDD recovery on the second partition was a good course of action.
So a completely borked install and a screw floating around inside remind me how this particular engineer has a job ??
I spent the next 15 minutes just moving data around and creating and deleting partiitions to fix this mess up.
Grabbed HWMonitor to check temps and at an idle 50c on CPU and 36c on GPU they didn't look too bad,
Installed the Toshiba recommended Nvidia driver a driver I hasten to add that was released in 2010 as Toshiba have not updated the drivers for their flagship series laptop since then, They are happy to take your 1643 that the unit cost but then don't expect support for it.
Anyway that aside I then installed 1 of the games I work on and began to run the machine through our benchmark software wooooosh the temps shot up to 90c+ on both CPU and GPU and remained at this temp for the duration of the benchmark never quite triggering thermal shutdown, I then loaded into a warzone for further testing and sure enough half way through it the machine shut down due to thermal shutdown.
I then uninstalled the toshiba driver and tried a NVidia one sure enough as others have advised actual Nvidia drivers seem worse and thermal shutdown came so much earlier.
I have been to PCWorld today to begin proceedings of returning outside of warranty due to not being fit for purpose or of suitable quality. This is costing me a further 60 and at least 2 weeks more without a proper machine and will likely result in me getting about 1300 back from PCWorld.
So lets do the math on just what this will have cost me by the time its finished.
1634 Original purchase
166 Extended Warranty
600 Backup Laptop whilst this was away for a month
60 outside of warranty assessment
50 phone calls
I will probably receive 1300 back but then 1300 doenst buy me the spec I need for work so I will have to pull out another 300-400 for the required spec so lets add that to the original figures.
A Toshiba Qosmio, Toshibas flagship laptop will have cost me in total 2910 almost double its actual retail price.
I will NEVER buy a Toshiba product again and it will become my lifes mission to let everyone know just how terrible they are.

Re: Faulty contract phone and appalling customer service

I just wanted to come on here and share my latest experience dealing with EE Network, I was previously an orange customer and had the Samsung S2 on contract from them in 2012 so when it came up for re-newal in Febuary this year I looked round and decided to stay with Orange who have now merged with EE! This was not a problem as EE offered me a good deal on the Samsung S4 so I stayed with them signing up to a 2 year contract, This was in Febuary 2014 and it is now only May 2014, 3 months and the problems i have had are rediculous!! 1st I am being charged a monthly fee for not paying direct debit even though i DID setup a direct debit with them over the phone, I phone them once a month to have this removed the next month, I then start to have problems with the Samsung which keeps freezing and then does nothing until the battery is removed and replaced and then it takes ages to come back on, although I accept this is a fault with the Samsung S4, The point is it is supplied by EE and is being paid for monthly so it is in there best interest to deliver a great service and I will now tell you the service I have received! I rang EE customer services and explained the problem and was told to take my phone into the EE shop in my local Basildon town where the EE team would be able to replace the phone after checking the problem. I got up this morning and got my little girl ready, reset my phone, removed all pictures to laptop so as to not lose any, all apps removed and headed into town. When I got there they said they cant replace phones as its policy tom send them off and this takes 14 days at least, Now I will point out at this time that the team in Basildon EE store were excellent and made every attempt to help solve the situation and the issue is with the EE Customer Service staff at the call centre who seem to find it easier to hang up than help even hanging up on the manager of the EE Store! First the manager called EE from the store and explained the situation and they said they cannot do anything even if the phone is still under warranty, sorry not what trade desription act says as phone is not fit for purpose freezing all the time. The first call centre guy, M Farqan was rude and hung up on the manager, 2nd person Jo Quinn after alot of hustling and to and throwing offered a £30 discount on the bill which the manager accepted on my behalf but also requested what theyb are going to do about the faulty phone and she said it will need sending off. The manager said that i should never have been told it would be replaced by EE as it is not there policy to replace phones after 14 days. I am now left with a 3 month old phone that does not work properly, 6 months pregnant so contact is essential when i am out the house and i am still paying for the phone contract of a phone that does not function 70% of the time. I would never have stayed with Orange via EE if this was the case as they do not look after there customer and the call centre have zero patience for sorting an issue for a customer unless they are selling you a new product I will keep trying to sort this problem in the hope EE start looking after the customers they have whilst also advertising on the TV in papers for more and for now i will NOT be reccomending them to any of my friends or family

I assumed I was still with Orange and as Orange and T-Mobile had merged together it would give me more improved signal and customer servics.. NOPE! Customer Services;Crap signal and asically do not ask for a call back, do not ask to speak to a manager, do not expect the notes on your contract account to be up to dated each time you call with a problem and if you think EE will help sort out a faulty handset whithin it's warrenty (which is our customer rights) the first thing they advise is that you claim a new handset under your insurance!! Faulty Handset;If you protest that you are not going to claim via your insurance on a "Faulty" handset your next option is to send your phone off for 14 days with a basic standard handset replacement (which non of us have used since the 1990's). The other option is to pay a deposit of £60 for a basic smart phone whilst again waiting 14 days and the £60 is returned back to you when EE receives their smart phone back.. Why on earth it takes 14 days is a question when asked a simple reasonable reason/answer is av avoided.Or you can pay £25 to fast track with no loan phone and EE keep your £25!! As soon as I can I am going back to Orange!! When I was with Orange I always had full signal, excellente customer servies including notes on my account relevant to any prior problems. I always received call backs and call backs from a manager when promised and should my handset become faulty for whatever the reason they would come out the next day and exchange it. As previously a consultant and then technician for a well known mobile network provider for many years, Brendon no reply from yourself will be read.

Lack of customer service etiquette for faulty product

I acquired an Apple MacBook Pro i15 inchi n early 2012 and it performed beautifully until Apple released their latest OS named Mavericks. Upon being advised of Mavericks userbility,I decided to upgrade my OS via Apple's Itunes Store. Suddenly,my machine would not boot up and cuts off during operation. I immediately went to the Apple store,located in NYC Fifth Avenue, only to be informed there would be a surcharge of $310 to repair an hardware issue caused by Apple's software upgrade. Subsequently,an Apple employee followed up with a price compromise of half the original amout stated. My response to Apple is my back up PC which is eight years old has been repaired complimentary free of cost by Sony in the past two (2) years for a faulty battery.
Mark my words Apple,I currently own a $2,000 Apple paperweight and I will never acquire,advise or initiate a friend,foe,associate or colleague to purchase any of your products.
Good luck trying to compete against Amazon's Kindle,Dell's Alienware and last but not least your outsourcing competitor,namely Samsung.(Hint:Their customer service retains their customers) The art of good business is bringing people together.

If you are interested in possibly resolving your problem, please let us know. If it is not a hardware issue we may be able to assist you. You may want to start with this:
https://discussions.apple.com/docs/DOC-6162

Bad experience with Verizon Fios Internet and Customer Service

I had an extremely bad experience with Verizon Fios Internet service and I will never use Verizon again.
In August 2014, I called and installed the Verizon Fios Internet and phone bundle. I asked the customer agent several times if I will be charged anything before the installation of the Internet and phone service. She said, 'No, we will only start charging after the Internet and phone are installed at your apartment'. I went to the store and picked up the router and phone and installed it at home by myself. The router did not work. I called Tech support and they said it will take several days for another available agent to come and look into the issue. I decided to discontinue the service and closed the account that same night.
At the end of the month, I received a bill of $80 of activation fee for the internet service. Nothing was ever activated, my internet router did not work, and I got charged an activation fee for a service that I did not even start using. From August to December, I called customer service over 10 times and some of them said they will waive it while the others said it's a non-refundable activation fee. One lady said, 'Ma'am, the activation fee starts when you placed the order, the warehouse received it and packed the router in the boxes....' Isn't that ridiculous? If that's the case, please ask all your customer representative to say a clause before new customers open their account: Are you aware that you will be charged a non-refundable activation fee once you open the account regardless of whether or not you use the service or not.
So after 3 months (November 2014), I decided to get out of all these troubles and paid off my $80 activation fee. They put the bill in the collection agency and I called them and paid the overdue balance. Then in December 2014, I received a statement saying I have a $3.11 overdue balance. The collection agency told me that they will charge me for the whole activation fee and a $3 transaction fee for the transaction. So now Verizon came back and said I owed them the $3 because I paid the collection agency their transaction fee.
I am very disappointed and furious about the whole Verizon operating system. Charging a customer for an activation fee for a service s/he has not consumed or used does not make any business sense. In addition, they do not know how to coordinate with the collection agency on overdue bills. Give the customer a heads-up that they will be charged a transaction fee on top of the overdue balance, and that transaction fee does not count towards clearing the balance.
I have completely lost my confidence in Verizon albeit the many good feedback from my friends.

Hi crystallau52,
Sorry you are having difficulty. An agent with access to your account will reach out to you directly by email, private message in the Forums and/or the billing telephone number on your Verizon account for more information or to help you resolve your issue.

New Customer - Have had MISERABLE experience with Verizon service and Customer service

I am a brand new customer of Verizon Fios and so far I have zero good things to say about it. If it wasn't for the aggrevation of switching cable companies, I most definitely would go back to Comcast.
I moved into a new home in the middle of April. The previous owner had Verizon Fios in this house, so there was minimal installation that had to be done when I initially set up my cable. My house was pretty much empty at the time, so we had the TV's set up where we had a place to put it (upstairs, kitchen, and living room). We recently bought bedroom furniture, so we could now move the TV to where we initially wanted it, in our bedroom. However when we tried to hook it up to an outlet, no picture came though. This is when my awful experience with verizon customer service (or lack there of) began.
I took time out of my work day to call Verizon about this problem. I was on hold for about 30 mins until I actually heard a human's voice. He was unable to help me since I was not at home to unplug and plug things back in.
I called again when I was home, this time I was on hold for about 20 mins (wow)... the first person could not help me, so she transferred me to another department... put on hold for 35 mins.... this perosn couldnt help me either and they transferred me back to the SAME DEPARTMENT I WAS INITIALLY TRANSFERRED FROM.... put on hold for about 45 mins... finally i speak with someone that knows what they are talking about. Of course I have to go through all the same steps that I did the first time which did not work. As this person decides I need a technician, he begins to look up available dates... and then after an hour and 35 mins on the phone, it gets disconnected! I wait for 5 minutes to get a call back but I get NOTHING. I spent now 2 hours trying to deal with this and verizon doesnt even call me back when its their phone that gets disconnected? Thats terrible.
I call back after 10 mins and am put on hold right away (obviously).... after 25 mins of being on hold, shocker - the call is disconnected again.
That was enough for one day
I call back again the next day... same old thing... put on hold for 30 mins, talk to one person who cant help me, transferred to another department and put on hold for 20 more mins.
Finally with the tech department who says they are going to schedule a tech to come out to fix the problem but also mentioned they are going to charge me $55 for this! Are you kidding me?????? Verizon wastes about 4 hours of my life and busy day and then has the nerve to say they are going to charge me for it? I asked the person several times if I could speak with a manager or supervisor, they never let me. I asked multiple times and she just said that they wouldnt be able to help me and that the charge would stick.
I can't imagine that anyone would treat a brand new customer like this. I will not recommend Verizon to any one until I see some kind of help or REAL customer service from them.

I did call them this morning, and still on the phone.
I will say this - the reps are very friendly and do try to help in earnest. That's been my experience overall with Verizon. So in terms of the actual people, I give them an A+.
In terms of their system and how they process things, they get a big fat F. The very idea that I sent back a phone with accessories and their warehouse only registered the return of the phone pretty much says that there is something fishy going on there at the warehouse. And it took an hour to sort this out so far and counting.
The thing that bugs me about Verizon is how complicated it is to get everything straightened out.
Right now, they are trying to sort out the activation fee - I already have been charged one and now they are trying to figure out if i have to pay another one. Another 15 minutes just on that.
Everything has been resolved. Thankfully, Verizon's saving grace is that their reps are nice people.

Verizon Wireless Network Extender and the Terrible, Horrible, No Good, Very Bad Customer Service experience

It was a dark and stormy night...
For the past eight years, I had been happy with Verizon wireless service. Great coverage and rarely a dropped call. However, all of that changed when I moved into a lovely mid-century modern condominium. The solid concrete walls and ceilings were blocking my attempts to communicate with the outside world (i.e. order pizza).
Enter the Verizon Wireless Network Extender! My own personal cell tower! Alas, the VWNE was $250, which was a lot of money. So, being the resourceful recycling advocate that I am, I procured a refurbished one and hooked it up to my network. Then I called Verizon to begin what would soon become one of the Bottom 10 Least Enjoyable Experiences in customer service history (note: obvious foreshadowing).
The first technician I spoke with was Benjamin, who was actually quite helpful. He noted the VWNE's MAC address and other information before attempting to allow me to access my unit. But he could not. Why? Apparently the unit was still registered to another Verizon customer. He told me the matter would be forwarded to "Verizon Correspondence Support" who would contact the registered owner and get their approval to reassign the unit.
A week later, I called in to ask about the status of my request, but was told by Darryl (another tech from the VWNE department) that the "Verizon Correspondence Support" department did not exist. Did. Not. Exist? Fine, I explained the situation again, and Darryl eventually told me he would submit a special access form which may resolve the problem. He apologized for the mixup, thanked me for my patience, and told me to wait 24-48 hours for his return call with the results.
120 hours later, I called to ask about the status of the change access form because I had not received a callback. Michelle, another representative of VWNE support, told me there was no record of this form having been submitted. No. Record...? After which, she made no effort to help me after reading through my transcript. In fact, quite the opposite. To paraphrase...
"I'm sorry we wasted two weeks of your time leading you to believe we had a solution. Actually, there is no Verizon Correspondence Department, there is no special access form, and no tech will be calling you back. Furthermore, I will not allow you to use our unit because the previous owner hasn't filled out Release Form 27B stroke 6. For all I know it might have been stolen. Perhaps by you? I guess we'll never know for sure, because I won't contact the owner for any reason. In fact, there is nothing I can do to help you whatsoever. But if you like, feel free to throw our network adapter in a landfill. Thank you and have a nice day."
OK Michelle, here's the deal. I don't even WANT this doohickey. You see, all I want is for my phone to work. That's why I am calling you. To get THIS piece of your equipment working, at my expense, so that I can continue to be a Verizon customer. Seems like I'm doing my part. Why is this so difficult?
"Sorry"
Lesson of the story? DON'T BE A MICHELLE. If a customer is in trouble and you can't solve his/her problem, contact a supervisor and work out an alternative. In my example, perhaps Verizon could have provided me with an "official" VWNE? At a discount? Or have a technician sent out to examine the signal? Really, *anything* is better than being brushed off. After being brushed off.
After being brushed off.

Follow up: I acquired another VWNE from a local seller, just in case he had to be contacted for the Nuclear Priority Phone Release Code (geez). Ironically, it wasn't necessary, because said fellow had already left Verizon after too many negative customer service issues. Oops.
The good news is that Verizon was able to properly activate the second unit. I was connected to a VWNE tech named Bertha who was VERY helpful and treated me like a human being. Which made all the difference and restored my faith in humanity. I requested that my story be relayed to upper management so that the hordes of secondhand VWNE buyers wouldn't also get burned by Verizon's "hands off and look elsewhere" policy. Bingo. Finally. Done.
Epilogue: Until Verizon eases up on their needlessly stringent policy, beware the unchecked VWNE! Be sure to get the MAC code and check it with a local store/tech support before buying it.

Worst customer service experience I have ever had.

I have never felt so disrespected by a company in my entire life. Their customer service is beyond terrible, as anyone can see by reading the various posts from frustrated customers on this forum.
I ordered a laptop on November 30th as a present for a family member's birthday but, when I saw that the shipping date would be later than than the actual birthday, I emailed them to cancel the order. Most modern companies give you a cancel option right on the site but not Lenovo ... you have to email them. Fine (I thought), it's a little less convenient but what the heck? I then called the next day to confirm the cancellation, just to make sure, and was told that the cancellation would probably be processed the next week, on tuesday, and that I would get an email to confirm. That email never came. I called back a couple of days later and a different rep told me that they were still waiting for the warehouse to confirm the cancellation and that it could still take a couple of days. Ok, fine, I guessed I would have to wait a bit but it would surely go through in time since the cancellation process was started almost immediately after the order. I didn't receive any other emails so I emailed again, and again ... and again and never once got a reply. I even emailed one of the reps I spoke to on the phone directly since she gave me her own direct email address (a nice gesture, I thought ...) but she never replied, either. Then, to my surprise, I find out that they actually shipped the unit on December 5th, even though my account must've been full of notes detailing my various emails and calls (if they even keep those on record like any reputable company would but... who knows?). I finally receive the **bleep** laptop by mail after all this! Like all the calls and emails had been completely ignored! I suppose they do this on purpose, betting that the customer will be too lazy to return it.
I start chargeback proceedings with my credit card company just to make sure I don't get screwed but I cancel them when I see that they finally replied to my request for a return label (the first, last and only reply I ever got from them) so I cancel the chargeback, thinking that this crappy experience will soon be over.
They received the unit on December 30th. I never even opened the box it came in, so I know it's 100% working and not damaged so their should be no delay caused by their quality check. Still, here we are, January 10th and no refund. Still not getting any replies to my emails either. Calling them is, of course, useless since you either can't get through, are transferred to another department that has no clue on the issue, are told they will get in touch with you later or to just wait for calls and emails that never come. Meanwhile, I’m paying interest on a purchase I cancelled minutes after the order, not the mention the initial charge still on my account. So now I have no laptop, they have my money and any attempt to reach them is ignored.
Now I have to write this long and boring post on a public forum just to get a reply (I see that hey at least reply to these, sometimes ...). I am way beyond the end of my rope here so, if anyone from lenovo reads this, get in touch with me NOW so we can finally resolve this matter.
Solved!
Go to Solution.

They finally e-mailed me yesterday, telling me that they will check with their billing department and get back to me. The thing is, they told me the same thing over the phone and in the support chat before and they never ever get back to me. We are now well beyond the regular delay for a refund so isn't this outright theft, at this point? What do I do? Call the cops? Get a lawyer? I'm afraid to issue a chargeback because people have been screwed before with lenovo refunding them way late, causing the cc company to reverse the chargeback and then Lenovo, being brain dead as they are and thinking the chargeback still went through, cancelled the refund, leaving the client with no money and no product.
I hope potential customers will read this forum and avoid Lenovo like the plague. Lenovo really are a bunch of heartless crooks.

I just want to share my experience or rather terrible experience with apple service.....I am soooo disappointed with the apple customer service at the local store in Tampa......every time they give u an appointment and make people wait for hours......ther

I am soooo disappointed with the apple customer service at the local store in Tampa......every time they give u an appointment and make people wait for hours......there was some cosmetic problems with the screen of my Mac book pro....they replaced it but the computer would not turn on....and btw when I went to pick up my computer the representative handover my computer to another guy without checking his id who was there to pick up his phone.......then I had to take it back second time this time they messed up my iWork...I took it back but they couldn't retrieve my history of purchase of iWork...and then when I installed the iWork at home...none of the applications is working.... .I will have to take is back fourth time.....I loved apple products but may be not anymore.......

Other than what Shotist007's remarks (which solves nothing) your experience is not common. First I would speak to the store manager to get things rectified for you. If that doesn't work out then I would contact AppleCare and speak to a customer service representative and complain via that venue.

MSI Customer Service; Problematic R7970 BE Experience! Faulty Replacement Card!

Similar Messages

Maybe you are looking for