Powered by MSI Australia 2024 Redemption Issues and My Experience

marchozb on 19/12/2024 - 15:48
Last edited 19/12/2024 - 21:18 by 1 other user

Hi OzBargainers, just thought I would share my experience on the other end of Black Friday as like many I chased a custom built Gaming PC from an Australian Retailer and chased the $225USD Steam Gift Card Promotion with MSI.

19th Nov: Took the leap of faith, ordered my PC
29th Nov: Received my computer with all the MSI Bells and Whistles
30th Nov: Put in my application for redemption of the powered by MSI promotion
15th Dec: Redemption period ends, redemption history in the MSI members centre shows as promotion expired
16th Dec: Raised a ticket to say are you sure about that? MSI responded same day saying it's OK we have your application
19th Dec: On the 14th business day since I put my application in, the email comes through. Unfortunately, MSI sent 6 different codes and 3 excel formulas on their email. I redeemed the Steam Codes which were actually Taiwan Dollars (NT$). In total they sent through NT$1750 which is about $85 AUD, so $280 AUDish short. New ticket raised.

I know a lot of people have been reaching out to the retailer on all the questions but wanted to share my experience with MSI themselves. In short, their customer service is actually really good and fast, besides the fact they sent me Taiwan dollars!

Computing Gift Card MSI Steam

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Comments

  • Agret on 19/12/2024 - 16:22

    Can you actually use the TWD on your Australian account?

    • marchozb on 19/12/2024 - 16:27
      +1

      It got loaded as TWD then converted immediately. From TWD$1,750 I got about $85 AUD. Bizarre!

  • cammab on 20/12/2024 - 06:51

    just had the same issue, got the codes yesterday and $84.78 in credit, converted from New Taiwan dollar

    • marchozb on 20/12/2024 - 07:05

      I raised a ticket but think it's highly unlikely that I'll get a response until the new year

    • marchozb on 20/12/2024 - 09:58

      Update: they acknowledged the issue and have escalated

  • Vulcan08 on 20/12/2024 - 08:21

    Got mine in AUD, value $84.78

    • marchozb on 20/12/2024 - 08:51

      If you check transaction history I think you'll find it was loaded in NT$ and then converted automatically

    • marchozb on 20/12/2024 - 09:58

      Update: they acknowledged the issue and have escalated

    • marchozb on 16/01/2025 - 11:19

      @Vulcan08 don't forget to participate in their Shout Out promotion to get extra steam gift cards :)

      Details in the MSI member portal under promotions. Can certainly be stacked with the powered by MSI promotion

  • Vulcan08 on 20/12/2024 - 10:12

    Thanks, confirmed TN$.

  • Donners22 on 20/12/2024 - 11:09

    Ugh, I submitted mine on 10 December, so this is not promising.

    I was hoping to have it for the Steam sale, but that looks unlikely with no word, the holidays approaching and now this issue.

    There’s a post on their forum from a few days ago from someone who was told by MSI support that they ran out of Steam codes and were scrambling for more, so it’s probably not a surprise that they wound up with some duds.

    • marchozb on 20/12/2024 - 11:15

      Not sure if I believe if they ran out of steam codes… I think they have them, although the complete wrong amount

    • marchozb on 16/01/2025 - 11:20

      @Donners22 don't forget to participate in their Shout Out promotion to get extra steam gift cards :)

      Details in the MSI member portal under promotions. Can certainly be stacked with the powered by MSI promotion

  • boomtower14 on 23/12/2024 - 11:42

    What a shit show this has been.

    I'm 7 business days since I did the redemption so I'll wait another 7 before sending a ticket.

    Do you guys think they will sort it out or try to screw us?

    • marchozb on 23/12/2024 - 13:16
      +1

      It's been pretty messy but their customer service has always been responsive. I think they will sort it out, as long as you followed the Ts and Cs it should be OK.

      If I was you, on business day 15 I would be raising a ticket. Usually hear back from them overnight.

    • kulprit on 23/12/2024 - 13:18

      I'm not sure anyone will have much luck until after the support team come back from their break.

      • marchozb on 16/01/2025 - 11:20

        @boomtower14 @kulprit don't forget to participate in their Shout Out promotion to get extra steam gift cards :)

        Details in the MSI member portal under promotions. Can certainly be stacked with the powered by MSI promotion

    • Donners22 on 24/12/2024 - 16:55

      They responded within a few hours for me on the 20th. Confirmed that all was okay with the application but they were just waiting on Steam cards.

  • marchozb on 23/12/2024 - 23:00
    +1

    Update: MSI came through with correct codes :)

  • Donners22 on 29/12/2024 - 08:03

    Still waiting on mine. Don’t like the chances of getting it before the end of the Steam sale, which will be very annoying.

  • slappy on 06/01/2025 - 13:35

    Hey - I had same problem - Got 1x code saying "already redeemed" and 2x in NT$

    I tried to log a support ticket but after typing it all up, and submitting, it just "does nothing" and does not save.

    Live Chat is still offline as well.

    Not sure how else to contact them to get this resolved.

    Very disappointing.

  • pbaz on 06/01/2025 - 15:03

    Still awaiting responses too, have been patient over the break but outstanding tickets and no codes/reply so far.

    • pbaz on 06/01/2025 - 15:28

      Wow, just had a reply now, codes worth 4150 NT - New Taiwan dollar - came out to roughly 202 AUD - which is close, not sure when to take the conversion reference prices.

      • marchozb on 16/01/2025 - 11:21

        @pbaz don't forget to participate in their Shout Out promotion to get extra steam gift cards :)

        Details in the MSI member portal under promotions. Can certainly be stacked with the powered by MSI promotion

  • slappy on 08/01/2025 - 10:19

    Spoke to Live Chat today:

    "Your enquiry has been escalated to our marketing team and they are reaching out to Steam code provider to resolve the issue.
    Once we have correct codes, our marketing team will contact you directly for missing amount.
    We appreciate your time and patience

    We have just realize the issue recently as some customer reported it back and the Issue is actually from Steam that sending us wrong Steam codes we are trying to fix it asap as special cases not everyone have the same issue
    For the ETA, I can not say it for sure but I know that our marketing team is doing its best to fix it asap"

    Still disappointing no ETA on when new codes might come nor proactive emails acknowledging issue and making customers follow it up.

    • marchozb on 08/01/2025 - 10:40
      +1

      This is the exact same response that I got before they fixed it, you're on the right track. I raised a ticket with Steam, it wasn't Steam's fault, it was MSI's.

      I'd say you're about 3 days out from getting your correct codes my friend :)

      Going forward MSI provides much better and clearer response via ticket instead of Live Chat.

  • slappy on 13/01/2025 - 21:16

    Logged ticket and then got asked to "prove" 1x gift card already redeemed and other cards were in NT$. Which I did even though they now there is a massive mess with all these gift cards.

    Today I got 20x $2.9USD codes for a total of $58USD!! Not sure how they figured that out but looks like another follow up to sort this mess out.

    • marchozb on 15/01/2025 - 15:07

      @slappy Raise a ticket and take screenshots of the codes and your steam wallet with the relevant transactions. Mine was resolved instantly after that

      • slappy on 15/01/2025 - 15:16

        Hi mate,

        Yeah I raised a ticket initially to chase them up and then 2 days later I got the 20x $2.9USD codes. I responded back saying where is the rest and the response I got here was that the $58USD was to add on to the $12USD or $450NT (New Taiwan Dollars) I got previously to get me up to $70USD.

        I then have responded back saying I am meant to get $120USD. Then they responded asking me to upload Invoice again. Whilst I did this to try and resolve the issue once and for all, I did say the original Invoice uploaded for trigger the promotion initially had the 4x MSI products on it to trigger the $120USD gift cards which they could have checked. This was yesterday.

        So I am hoping today I will get the extra $50USD codes and then I can enter all 23 of them to get the $120USD I am entitled to.

        Given Live Chat's commentary that the promotion far exceeded expectation and gift card initial supply, I wonder how many hundreds (1000's) of people have been impacted by this.

        • marchozb on 16/01/2025 - 11:17

          I was hoping for an additional $50USD as well but they were smart enough to only give me to the original $215USD after their initial stuff up with the $NT codes.

          They obviously know they made a mistake and I am confident they will rectify it. Unfortunately and annoyingly the onus lies with the consumer to provide them with all information possible! Screenshot everything when raising a ticket

          God speed on your codes and hopefully they role around before the next steam sale!

  • HarbrViews on 15/01/2025 - 14:09

    Am new to PC Gaming and being pestered as to why the Xmas present is still not working (no Steam games for them to play).

    In a similar boat with codes given that don't work but is there any way to know if wallet code is in NT, USD, AUD or anything else before redeeming?

    • marchozb on 15/01/2025 - 15:09

      @HarbrViews No way to know before redeeming but its also dependent on the code. You won't be able to help yourself here with FX. When I had the same problem, I asked Steam if the code I got was in $NT and they said yes the code worked as intended. Only MSI can help you - Raise a ticket and take screenshots of the codes and your steam wallet with the relevant transactions. Mine was resolved instantly after that

      • slappy on 15/01/2025 - 17:20

        Yep! As above!
        Raise ticket and add screenshots to what was redeemed and for how much and hopefully it all gets resolved. They usually reply in about a day.

  • HarbrViews on 16/01/2025 - 10:08

    Thanks for the reply @marchozb.
    Was being told different things by different reps and via emails/chat so have raised a ticket as well now.
    Hoping for a slightly smoother outcome than what @slappy is experiencing. Will update for any others interested once finalised.

    Silver lining is the Steam Sale already finished so I have time till next one I guess.

    • marchozb on 16/01/2025 - 11:18

      Best course of action is to raise a ticket and screenshot absolutely everything they send you to prove that they made a mistake.

      I have $315 AUD waiting to go for the next steam sale. Keen as!

      • marchozb on 16/01/2025 - 11:21

        @slappy @HarbrViews don't forget to participate in their Shout Out promotion to get extra steam gift cards :)

        Details in the MSI member portal under promotions. Can certainly be stacked with the powered by MSI promotion

  • slappy on 16/01/2025 - 14:12

    Hey!

    I just got through 5x $10.17USD codes - taking me to just fractionally above (I think) $120USD.
    I will enter them later and confirm all OK - but as per multiple advice here, anyone with issues just log a ticket, screenshot how much any redeemed codes are for and how much you think is missing and it will hopefully all get sorted.

    I guess my overarching comment here is still there are likely 100's if not 1000's of customers impacted here and no proactive communication here by MSI to resolve issue. I guess many people just "can't be bothered".

    But hopefully everyone with issues can get it sorted.

    Cheers

    • boomtower14 on 17/01/2025 - 08:00
      +1

      I also got my codes, they sent through about 7 codes of various amounts which in the end equaled about AUD$378.

  • HarbrViews on 17/01/2025 - 17:33

    Just got the following response to my ticket
    "Thanks for your information. We will need to escalate your enquiry to our relevant department, we will update you once we received details from them.
    Kindly wait for our update. Thank you for choosing MSI, and we hope to resolve your issue promptly and efficiently."

    Based on other responses I should hopefully have the rectified amounts come through shortly.
    As for when to spend it once I do, are all the Steam seasonal sales basically the same or is it best to wait for the Black Friday/Winter Sale in Nov/Dec for best discount?

    • slappy on 17/01/2025 - 17:55

      That is the response they send first and then sometimes that day but usually the next day they will send the codes (took a few goes in my case though to get it right!)
      Given the weekend it could be Monday to you get the next response. Fingers corssed.

      Finally, just noting the $350TN Taiwan Dollars codes, 20x $2.90USD and 5x $10.17USD codes all finally worked last night - I think given the delays and the AUD dropping against the USD, it ended up about $192AUD in total.

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