Warranty Issue with MSI Laptop Purchased From JB Hi-Fi

kashxpert on 26/04/2018 - 07:20
Last edited 26/04/2018 - 08:36 by 1 other user

Hi guys,

I purchased a MSI GS63VR laptop from JB Hi-Fi few months ago, I'm starting to have issues with like video stuttering every so often, even during normal use it stutters and it also had few dead pixels.

I spoke with JB Hi-Fi and got them to send it away for repair, they replaced LCD and tested everything and said it was fine. I took it home and it did the same thing again.

I made a video of the issue and sent it to store manager, he said we will have to send it away again. I refused to send it away when I just received it back and they didn't fix the problem. I complaint to Store Manager, Area Manager and even sent a letter to Head Office with all coming back with the same response we need to send it to MSI and can't replace it in store.

My question is what happens if it's still not fixed when it comes back from repair the second time? What are my options?

I found few links online people complaining about same issues with this laptop.

I have sent it away yesterday for the second time for same issue.

Computing Computer Laptop MSI

Related Stores

JB Hi-Fi
JB Hi-Fi

Comments

  • Detective Pikachu on 26/04/2018 - 07:25
    +4

    This should answer your questions. Can even make a report directly to the ACCC, if your efforts fail with the retailer/manufacturer. Good Luck!

    • altomic on 26/04/2018 - 07:44

      this^

      /thread closed

  • Godric on 26/04/2018 - 07:57

    'repairing' a fairly new device always rubs me the wrong way

  • Vancomycin 1000mg on 26/04/2018 - 08:10

    Ask for a refund.

  • [Deactivated] on 26/04/2018 - 08:31
    -1

    This isn’t JB support mate

  • ThithLord on 26/04/2018 - 09:18
    -3

    Video stuttering would surely be deemed a minor issue, not a major. So you're not entitled to a refund just yet, soz mate.

    • kashxpert on 26/04/2018 - 09:22

      From ACCC

      "A product or good has a major problem when:

      it has a problem that would have stopped someone from buying it if they’d known about it"

      If I knew about stuttering I wouldn't have purchased it.

      • JimmyF on 26/04/2018 - 09:36
        +3

        You know EVERY fault/issue with anything falls under this line.

  • kashxpert on 26/04/2018 - 09:18

    Guys, I am only asking for help here since JB HiFi refused to refund or provide store credit.

    • JimmyF on 26/04/2018 - 09:37
      +2

      as they are entitled to do….. repair is a valid option.

  • Randxyz123 on 26/04/2018 - 09:28

    They can send it away again.

    If it still isn’t fixed then you can get a refund.

  • playswithfire on 26/04/2018 - 09:30
    +1

    So here you have two issues. Stutterring and dead pixels. The dead pixels have presumably been fixed with the screen replacement, but the stuttering issue is a completely different kettle of fish.

    The laptop presumably has both an intel and nvidia GPU - is it only occurring when the intel chip is being used? if you activate the nvidia card via the nvidia settings control panel, does it fix the problem?

    If this problem was occurring within the first month, then a refund or store credit would be appropriate, but if it's developed after a few months of use, then you really should give them a chance to repair the problems.

    • kashxpert on 26/04/2018 - 09:34

      Yes they replaced the screen so dead pixels are fixed, I read only that changing to Graphic card should and it did but it still stutters but less often, but I shouldn't have to put up with any stutter for a 3 grand laptop.
      They have sent it back again the second time along with the video that demonstrates the issue.
      I was wondering if it still comes back like the first time saying its all good then what should I do? since JB HiFi refusing to refund or replace.

      • playswithfire on 26/04/2018 - 09:50
        +1

        if it continues to do it after it's been sent off for repair twice, then you can insist on your rights to the choice of repair/refund/replace under the australian consumer law act of 2011. look up this article on Lifehacker to prep yourself for the discussion with them.

        as far as a replacement goes, I'd recommend checking out the offerrings from Metabox - my 3yo $1500 Metabox laptop doesn't have any video stuttering problems at all. ;)

  • bobbified on 26/04/2018 - 10:28
    +1

    video stuttering every so often, even during normal use it stutters

    Could this be a software or memory problem rather than hardware? Have you tried to reformat and reinstall?

    it also had few dead pixels

    How many were there?

    MSI's dead pixel policy is that they will repair or replace the screen if there are either:
    1. 6 pixels with defects on the LCD panel or;
    2. 3 or more defect pixels within a 15mm radius.

    • kashxpert on 26/04/2018 - 13:19
      +1

      Yeah I performed factory reset and didn't install anything else before testing it.

      Pixels issue is fine they replaced the LCD

  • Tech5 on 26/04/2018 - 10:42
    +1

    The stuttering i've seen has been either due to high temps or maxed out RAM. Any of those?

    • kashxpert on 26/04/2018 - 13:37

      Nah man everything is like normal default.

      There are fourms online talking about stuttering due to PC trying to switch between integrated GPU and Dedicated GPU.

      • bobbified on 26/04/2018 - 14:31

        If it's a common problem and they ever happen offer you the choice of a refund, I'd be taking it without question!

  • foxmulder on 26/04/2018 - 15:11

    It seems to me you have 2 issues which JB only fix the dead pixel issue. Now give it to them to fix the stuttering issue see what happen?

  • CinnamonSnorlax on 27/04/2018 - 09:04

    You've done a factory reset, but have you done a full clean install using recovery media? Download the Windows 10 Media Creation tool onto a USB and use that to fully reformat and reinstall Win10. Run all the updates and test again. Reason: all the factory rest does is remove your user data (simply put).

    Where are you seeing the stuttering? What software are you using, and what are you doing when it happens?

  • LYRICALRAVER on 30/04/2018 - 21:47

    How much did this MSI laptop cost you? You're probably better off buying from an online computer shop like MSY or Centrecom or even DIYcomputers…

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