An MSI Raider GE77HX 12UHS sporting an Intel Core i9-12900HX and an RTX 3080 Ti might be considered aged at this point, but the gaming laptop can still hold its own in a truckload of titles, assuming it still works. One Redditor has shared evidence that the company refused to honor a motherboard replacement for the machine, simply because it would have been too expensive for them. Talk about a punch in the gut for the customer who spent $6,000 on a top-tier gaming laptop like this.
The gaming laptop belonging to Redditor “AlarmLoose9871” has been the subject of controversy from MSI’s end, as not only did the $6,000 machine fail to work after 18 months due to several graphical artifacts, which is typically the sign of a failing GPU, but the charger kept connecting and disconnecting when plugged in, likely due to some internal circuitry going haywire.
Regardless of what was afflicting the MSI gaming laptop, the warranty period ended in November 2024, while the diagnosis was made in August 2024. Seeing as how there were a few months before the warranty expired, MSI should have accepted the customer’s request.
Instead, the gaming laptop owner received an email saying that the “estimated repair cost of your unit exceeds more than 75% of its replacement worth. Unfortunately, we will not be able to provide you with a quotation on this request as the price of the mainboard replacement would cost more than purchasing a new unit. This unit is considered BER (Beyond Economical Repair).”
Fortunately, the Redditor didn’t lose hope, because after escalating his problem to MSI Global Service Management, he was informed that “Actually, official repair was available at that time.” Unfortunately, with the warranty period expired, the MSI gaming laptop owner has been sent another email, saying that a motherboard replacement is available, but it’ll cost him $1,800 .
Listening to these horrifying tales certainly paints MSI in a negative light, and if they’re treating customers who purchase incredibly powerful desktop PC replacements this way and still denying them top-notch service, it’s better to look at an alternative brand. Unfortunately, not many options exist for buyers because the DRAM crisis has forced gaming laptop prices to shoot through the roof.
For all the flak Apple receives for overpricing its Mac hardware, there have been plenty of instances when the company has offered gold-standard customer service. According to one customer, he went in for a battery replacement for his aging MacBook Pro and received a brand new $4,000+ M4 Max MacBook Pro at zero extra cost . MSI, we recommend taking some pointers from Apple.
News Source: Reddit
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