MSY Warranty Experience

Lmachiavelli on 21/07/2020 - 20:25

Hi,

Recently I had to return a faulty USB dongle I brought from MSY and below is my experience with their warranty process. The purpose of this post is to provide insight into their warranty process so potential customers can consider this experience before purchasing a product from them.

I brought a USB dongle from MSY last October and started experiencing device dropouts in April. After standard troubleshooting, I identified the USB dongle as being faulty. Since it was less than a year since I purchased the item I brought it back to the store to claim it under warranty.

30th May: Brought back the USB dongle to an MSY store, was advised that they needed to test the product to ensure that it is faulty before they can refund/replace the product. I was told the turnaround time was 2 to 3 weeks.

8th June: After a week of not receiving any communication from MSY, I tried to contact them to check on the progress of the replacement/refund. Throughout the week of the 8th of June, I tried contacting them via the store number and compliance hotline a number of times with no success. No one ever picked up. I spoke to them via their webchat and was told they could not provide me an update in regards to the refund/replacement and that the turnaround time is 3 to 4 weeks. I was also advised to email the store directly for an update.

12th June: Emailed the MSY

15/16th June: Tried to call them over the next two days via the store contact number and compliance hotline with no success, there was no response to the email I sent them on the 12th of June.

17th June: Went to a different MSY store to see if I could get an update on the progress of the replacement/refund which I was unsuccessful. I was told to phone or email the store I was dealing with. I was told they are busy and sometimes can't answer the phone which I then responded with my experience with calling multiple times which he then advised they are understaffed.

7th July: Went back to the original store which I handed the USB dongle to, they finally agreed to replace or refund the cost of the USB dongle. They wouldn't provide a refund on the spot and advised it could take 1 to 2 weeks.

10th July: Refund was processed.

In summary, if you would like a faulty product to be replaced/refunded by MSY expect zero communication and approximately 6 to 8 week turn around time. If I didn't go to the store to follow up on the refund/replacement who knows how long this would've taken.

Computing

Related Stores

MSY Technology
MSY Technology

closed Comments

  • kahn on 21/07/2020 - 20:31
    +10

    You mean MSY doesn't have first-rate customer support? Well, slap my butt and call me Shirley.

    • [Deactivated] on 21/07/2020 - 20:48
      +3

      🍑👋🏼 ‘Shirley’

  • garetz on 21/07/2020 - 20:44

    It took 8 months to get a refund ? Instead of making posts here make a complaint to the accc.

  • dcep on 21/07/2020 - 20:44

    might be faster to go through disti/manufacturer .. if it's branded

  • cloudy on 21/07/2020 - 20:48

    I remember when I thought my Samsung SSD used to boot my PC Pplayed up, I wasn’t sure it was playing up but I suspected it might be and took it back to MSY. The guy plugged it in and “tested” said he could open files and such so seemed working, but if I wanted a replacement I could just have it. So I took it and it was all done within 15 minutes.

  • Heaps for Cheaps on 21/07/2020 - 20:48
    +3

    That sounds like a pleasant experience at MSY to be honest compared to their normal service. If I buy from MSY I also try to used my credit card to get that ability to chargeback in case they become too much.

  • Brucet on 21/07/2020 - 20:58
    +1

    MSY warranty. Never expect from this store. They will take you for several weeks holiday break before you can get a response from them.

  • websterp on 21/07/2020 - 20:58
    +1

    I'm a bit confused. First what exactly is the USB dongle being returned? Is the OP referring to a USB flash drive, A USB wifi adapter, A USB SD adapter, or something else?
    He purchased it in October last year and apparently the problems started in April this year which is 6-7 months later but he decided to return it in May. MSY's crappy customer service is well known and I still remember the notice they had to display at the shopfront after they got in trouble and got fined due to their dodgy returns policy so I'm not disputing MSY's almost non-existent customer support but considering the "dongle" is 6-7 months old and if it was a $5 8GB flash drive then the OP is clearly wasting his time.

  • brokenglish on 21/07/2020 - 21:26
    +1

    Never expected anything from MSY. I'm surprised you actually got a refund. Good lesson for you.

  • PissLUR on 21/07/2020 - 21:48

    Very confusing post. You brought here and there. How come you got a refund from msy? You didn't buy anything.

  • djkelly69 on 21/07/2020 - 22:02
    +1

    So they told you it would be 2-3 weeks, and you followed up 9 days later? Then they told you it would be 3-4 weeks, and you followed up 4 days later??

    Not saying their level of communication here is acceptable (or surprising), but it is not going to get any better if people continually follow up on the status of their RMA/order/whatever well before they were told it would be done, thereby clogging up the (fairly limited) communication lines.

  • Tech5 on 21/07/2020 - 22:29

    Wait soo… May 30th, you were told 2-3 weeks to assess damage. You chased them up a week later? Then later on you were told 1-2 weeks to process the refund itself.

    At a max of 3 weeks + 2 weeks after May 30th, It would be around the second week of July?

    So in other words, they have kept to their timeline?

    Forgetting the rest, I would like to ask again. Why did you get mad then chase up 9 days into a 14-21 day estimate? How much money is this dongle and how important was that money to your immediate survival? Must've been super important

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