MSI Laptop display Issue

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vkrmjeet

When i turned on my laptop today there were some green lines on the display , did every kind of troubleshooting.
Called customer care and there are no service center in my city(tier 3 city) so they told me to visit a service center. I called one in Nehru palace, Delhi and on call they told me that it happen due to physical pressure but there was no physical pressure and it will cost me to repair(5months old) , how do they check physical damage? Is the process transparent? Can i escalate issue?
see pic for reference.
If anybody has prior experince with MSI service center it would be helpful. These service center try to tackle responsibility and what can i do in that case.
Image link : https://gcdnb.pbrd.co/images/RRWgD6Ljkh9S.j...=1
https://gcdnb.pbrd.co/images/MuapxcndXqG2.j...=1
Executive Response : https://gcdnb.pbrd.co/images/oqV0BXN5ptCS.p...=1
Video link : https://drive.google.com/file/d/1wopVJeO7pJ5eaM...https://cdn0.desidime.com/attachments/photos/752412/medium/Snapchat-2013885310.jpg?1647494162https://cdn0.desidime.com/attachments/photos/752413/medium/Snapchat-1823551647.jpg?1647494186
It is not a software issue as these appear in BIOS also tried every kind of troubleshooting . It is a hardware issue.

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This is next level assessment, declaring something as user-induced damage without physically checking the device!

Can you share another HQ picture of the laptop display? Entire display looks green in the attached pictures

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bikidas2060 wrote:

They ll ask for money. Escalate the matter.

I called the customer care and mentioned the same thing they said first take it to the service center we cannot do anything from here.

Super Stud Super Stud
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This is why i choose to stay with Asus.
They all (asus, msi, acer) use cheap materials for cost cutting but if things go bad. Asus atleast has a wide presence with priority service for Rog customers.

My TN panel display had issues three times and it was always resolved and replaced within three days and they repaired at home without me visiting their service centre


@anjulk2281

Hunk Hunk
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vkrmjeet wrote:

I called the customer care and mentioned the same thing they said first take it to the service center we cannot do anything from here.

Ok . Visit the service centre. 🙂🙂🙂 Let’s see, what are they saying . 🙂

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xxxyyyzzz wrote:

This is why i choose to stay with Asus.
They all (asus, msi, acer) use cheap materials for cost cutting but if things go bad. Asus atleast has a wide presence with priority service for Rog customers.

My TN panel display had issues three times and it was always resolved and replaced within three days and they repaired at home without me visiting their service centre


@anjulk2281

Will keep that in mind next time i buy laptop, just hoping i don’t have to pay a few thousand rs for a product under warranty and for a defect that i didn’t cause.

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vkrmjeet wrote:

https://gcdnb.pbrd.co/images/MuapxcndXqG2.j...=1
https://gcdnb.pbrd.co/images/RRWgD6Ljkh9S.j...=1

yes exactly, it is 60KM away from my locality and what if they start asking for money. The warranty period is until Jan 2023.

video of problem : https://drive.google.com/file/d/1wopVJeO7pJ5eaM...

Issue could be anything (Failing display or cable connection or GPU). You can do some trouble shooting to determine if dedicated/integrated GPU is at fault but for others you need to visit a service center

Skip the greedy service center you contacted and opt for the other closer option (& this time, don’t call them to explain the issue*)

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getready wrote:

Issue could be anything (Failing display or cable connection or GPU). You can do some trouble shooting to determine if dedicated/integrated GPU is at fault but for others you need to visit a service center
Skip the service center you contacted and opt for the other closer option (& this time, don’t call them to explain the issue*)

i rolled back,updated,reinstalled all the display/gpu related drivers. Issue seems to be related to Hardware.
Thank you for advice , will visit another service center on Monday.

Super Stud Super Stud
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vkrmjeet wrote:

Will keep that in mind next time i buy laptop, just hoping i don’t have to pay a few thousand rs for a product under warranty and for a defect that i didn’t cause.

Display can’t be repaired (those random pink, Green lines)
It needs to be replaced, will cost you less than 7k.

You should pursue them to fix it for free, very time consuming process

If that doesn’t works, use it as it is or use it by extending display to a monitor.

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xxxyyyzzz wrote:

Display can’t be repaired (those random pink, Green lines)
It needs to be replaced, will cost you less than 7k.

You should pursue them to fix it for free, very time consuming process

If that doesn’t works, use it as it is or use it by extending display to a monitor.

It cannot be used as it is ,the distortion is excessive , have extended display but will be a last resort as it is a relatively new laptop(around 6 month old, with 15 month warranty).
Will pursue them to replace display.

Hunk Hunk
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vkrmjeet wrote:

i rolled back,updated,reinstalled all the display/gpu related drivers. Issue seems to be related to Hardware.
Thank you for advice , will visit another service center on Monday.

itz hardware issue bhai. 🙂🙂🙂 Btw, did you take ADP while buying the laptop?

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bikidas2060 wrote:

itz hardware issue bhai. 🙂🙂🙂 Btw, did you take ADP while buying the laptop?

if i had ADP then i wouldn’t have to be worried 🙃 . i take good care of my laptop i though i will not need it.

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vkrmjeet wrote:

i rolled back,updated,reinstalled all the display/gpu related drivers. Issue seems to be related to Hardware.
Thank you for advice , will visit another service center on Monday.

Not the drivers, GPU being faulty can also cause abnormalities like these(Can rule out by connecting the laptop to an external monitor) or a minor thing like loose/faulty display cable

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getready wrote:

Not the drivers, GPU being faulty can also cause abnormalities like these(Can rule out by connecting the laptop to an external monitor) or a minor thing like loose/faulty display cable

i used an external monitor and it worked perfectly , regarding loose cables i think i can open my laptop and check but i am not sure about putting everything back laughing .

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vkrmjeet wrote:

i used an external monitor and it worked perfectly , regarding loose cables i think i can open my laptop and check but i am not sure about putting everything back laughing .

Better not to open the laptop yourself. MSI has a bad reputation for voiding the warranty. 

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LIMBO wrote:

Better not to open the laptop yourself. MSI has a bad reputation for voiding the warranty. 

thank you for info .
if it was 3/4 yr old would have done the same but not with new product.

Deal Subedar Deal Subedar
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Almost every tech company consider display issue as physical damage. I had a case with one of my Dell laptop, it was showing 3 lines on the display on it’s 2nd year of usage. Dell customer service consider it as physical damage and suggested to replace the screen of the laptop with a quotation of 8k. I have replaced the screen with a local shop in 2.5k which is working fine.

I also have a MSI gaming laptop for which the keyboard keys are popping/coming out. The two arrow keys are already popped off, I think their key retainer were damaged and somehow I couldn’t able to fix it. I’m considering to visit service center as it’s under Warranty but don’t know whether they will charge for any repairing or replacement?

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LG50 wrote:

Almost every tech company consider display issue as physical damage. I had a case with one of my Dell laptop, it was showing 3 lines on the display on it’s 2nd year of usage. Dell customer service consider it as physical damage and suggested to replace the screen of the laptop with a quotation of 8k. I have replaced the screen with a local shop in 2.5k which is working fine.

I also have a MSI gaming laptop for which the keyboard keys are popping/coming out. The two arrow keys are already popped off, I think their key retainer were damaged and somehow I couldn’t able to fix it. I’m considering to visit service center as it’s under Warranty but don’t know whether they will charge for any repairing or replacement?

Just the labour charges could be quite a bit. Plus 18% GST on every aspect. Slapping high GST on repairs makes mockery of the government’s commitment to environment-friendly policies.

Deal Lieutenant Deal Lieutenant
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@vkrmjeet take it to the service center,tell them to check in front of you.most likely the issue is with loose cables or something as suggested by @getready paji as it works fine on external display.

u said u have not taken adp.other brands provide home service even if customer does not take adp, some charge 500-1000 for it some dont.no such option with msi?

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LG50 wrote:

Almost every tech company consider display issue as physical damage. I had a case with one of my Dell laptop, it was showing 3 lines on the display on it’s 2nd year of usage. Dell customer service consider it as physical damage and suggested to replace the screen of the laptop with a quotation of 8k. I have replaced the screen with a local shop in 2.5k which is working fine.

I also have a MSI gaming laptop for which the keyboard keys are popping/coming out. The two arrow keys are already popped off, I think their key retainer were damaged and somehow I couldn’t able to fix it. I’m considering to visit service center as it’s under Warranty but don’t know whether they will charge for any repairing or replacement?

was your laptop under warranty at that time ? The executive on call and email said that display issues comes under warranty if not physically damaged i don’t know what constitutes as physical damage confused on this part.
had keyboard issue when keys weren’t working but it was intact on my earlier HCL laptop it was repaired under warranty not sure about your case and policies which varies from company to company.

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kukdookoo wrote:

@vkrmjeet take it to the service center,tell them to check in front of you.most likely the issue is with loose cables or something as suggested by @getready paji as it works fine on external display.

u said u have not taken adp.other brands provide home service even if customer does not take adp, some charge 500-1000 for it some dont.no such option with msi?

yes will do the same, i don’t know what constitutes as physical damage as there isn’t even a scratch on laptop and there should be transparency on their part in case of diagnostics.
MSI have that option that too for free but the problem is a 3rd tier city to which i belong. 🙃 from credit cards (citi,amex etc) to job opportunities and now this laptop this city is making me feel backward.

Deal Subedar Deal Subedar
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vkrmjeet wrote:

was your laptop under warranty at that time ? The executive on call and email said that display issues comes under warranty if not physically damaged i don’t know what constitutes as physical damage confused on this part.
had keyboard issue when keys weren’t working but it was intact on my earlier HCL laptop it was repaired under warranty not sure about your case and policies which varies from company to company.

No it was not under warranty. They have provided the quotation and suggested to replace the screen, they also said as it’s a physical damage and it will not be covered under standard warranty. It should get repaired under ADP in free of cost. 

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LG50 wrote:

No it was not under warranty. They have provided the quotation and suggested to replace the screen, they also said as it’s a physical damage and it will not be covered under standard warranty. It should get repaired under ADP in free of cost. 

was your screen like any of pictures shown in the article ? as it constitutes as physical damage . Mine display pictures are provided in description.

https://www.google.com/url?sa=t&source=web&rct=...

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vkrmjeet wrote:

yes will do the same, i don’t know what constitutes as physical damage as there isn’t even a scratch on laptop and there should be transparency on their part in case of diagnostics.
MSI have that option that too for free but the problem is a 3rd tier city to which i belong. 🙃 from credit cards (citi,amex etc) to job opportunities and now this laptop this city is making me feel backward.

https://cdn0.desidime.com/attachments/photos/752472/medium/89SZ9.jpg?1647505109

^^ Something like this can be referred to as pressure-induced damage or due to excessive heating but yours look no where close. I think the brands get to know the exact reason once they do the disassembly but i’m  unsure if these guys spend much time trying to determine the exact cause

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getready wrote:

https://cdn0.desidime.com/attachments/photos/752472/original/89SZ9.jpg?1647505109

^^ Something like this can be referred to as pressure-induced damage or due to excessive heating but yours look no where close. I think the brands get to know the exact reason once they do the disassembly but i’m  unsure if these guys spend much time trying to determine the exact cause

this is clearly physical damage.
i also think that will happen as most service centers are the one with whom MSI have partnered with they can try to make me replace display when even issue is with cable.
will update on monday evening.

Deal Subedar Deal Subedar
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vkrmjeet wrote:

was your screen like any of pictures shown in the article ? as it constitutes as physical damage . Mine display pictures are provided in description.

https://www.google.com/url?sa=t&source=web&rct=...

No, the article has listed down the broken screen by physical damage. In my laptop it was a series of 3 horizontal white lines on the middle of the screen. It was not appearing on connecting with external monitor but when the technician did the hardware test it was appearing there so they have considered it as physical damage. 

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