MSI 655 Max (SiS 655)

MSI 655 Max: Tech Support and RMA

For your reference, we will repost our support evaluation procedure here:

The way our Tech Support evaluation works is first we anonymously email the manufacturer's tech support address(es), obviously not using our AnandTech mail server to avoid any sort of preferential treatment. Our emails (we can and will send more than one just to make sure we're not getting the staff on an "off" day) all contain fixable problems that we've had with our motherboard. We then give the manufacturer up to 72 hours to respond over business days and will report not only whether they even responded within the time allotted but also if they were successful in fixing our problems. If we do eventually receive a response after the review is published, we will go back and amend the review with the total time it took for the manufacturer to respond to our requests.

The idea here is to encourage manufacturers to improve their technical support as well as provide new criteria to base your motherboard purchasing decisions upon; with motherboards looking more and more alike every day, we have to help separate the boys from the men in as many ways as possible. As usual, we're interested in your feedback on this and other parts of our reviews so please do email us with your comments.

MSI's RMA process is actually non-existent for end users, and is a follows:

Important information and instructions

1. RMA request form is for reseller only.
2. All end-users, please contact your vendors for all merchandise return services. Any further questions, please contact MSI Technical Support Department.
3. Item numbers, Serial numbers, MSI invoice number and date must be filled in, or RMA number will NOT be issued.
4. All products returne for credit must be accompanied by all accessories, otherwise a 15% restocking charge may be applied.
5. If the return is not for credit, DO NOT INCLUDE ANY ACCESSORY or NON MSI products. MSI will not be responsible for such items.
6. Any service must be approved by MSI according to MSI's Warranty Policy and Discretions.
7. Mark the RMA number outside of your shipping box, or it will be refused.
8. The RMA number is good for 30 days.

Their policy is pretty straight forward, and hasn't changed since the last time we reviewed an MSI motherboard. As you can clearly see from reading their RMA policy, end users must contact the vendor from which they purchased their MSI motherboard from (like Newegg or Mwave for example) if they want an RMA. MSI does not directly take RMA's according to their web site. The remaining info above only applies to resellers.

MSI's tech support still wasn't responsive compared to the last time we checked up on them. We did not receive a reply within the 72 hour timeframe we always designate. This isn't terribly surprising for two reasons:

1. Top tier motherboard makers usually don't have stellar tech support, especially compared to second tier manufacturers, and
2. MSI was just able to respond to our tech support email on time, making our deadline by just 8 hours last time around.

MSI still offers a very clear and informative amount of technical support information however. If you go to MSI's U.S. page on technical support you'll find contact information for the Sales, Marketing, and Technical Support departments as well as three different regional offices you can contact during the week if you have any questions about MSI products in general. There are even "Direction and Map" links that offer a way for the user to visit MSI's Regional offices.

MSI is also able to provide tech support and information to many different countries, continents and languages. Some of these countries and continents include Australia, Brazil, China, Czech, France, Germany, Hong Kong, Japan, Netherlands, Russia, Taiwan, and the USA among others.

As is still the case, MSI's RMA policy is clearly disappointing, especially compared to second tier motherboard makers. Sadly, this is the case with most tier one motherboard makers. MSI's tech support performance was also equally disappointing this time. A redeeming quality though was MSI's sales, marketing and contact information that are clearly illustrated on their web site.