MSI KT6 Delta-FIS2R (KT600): Feature Packed Fun

MSI KT6 Delta-FIS2R: 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 are not getting the staff on an "off" day) all contain fixable problems that we have had with our motherboard. We then give the manufacturer up to 72 hours (during business days) to respond and then we will report whether or not they responded within the time allotted, and if they were successful in fixing our problems. In case we don’t receive a response before the review is published, any future responses will be added to the review, including 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 upon which to base your motherboard purchasing decisions. As motherboards become more similar every day, we have to help separate the boys from the men in as many ways as possible. As usual, we are interested in your feedback on this and other parts of our reviews, so please do email us with your comments.

MSI’s RMA policy lists some precursors for you to peruse before filling out their RMA form, which you can access by clicking on the "contact us" hyperlink on their web site. Once you've done that, go ahead and click on one of the U.S. locations, where you will find their U.S. RMA policy. For other countries, follow the same procedure.

Here are some of the things that MSI asks of you in order to make your RMA experience easier:

1. First contact the retailer from which you purchased the motherboard before contacting MSI.
2. Contact information is required: name, address, telephone, city, state, zip code, etc.
3. Provide item and serial number, and e-mail your RMA form to msirma@msicomputer.com.
4. You must mark the RMA number outside of the shipping box or MSI will decline your request.
5. RMA number will be valid for only 30 days.

MSI's tech support response has dramatically improved since we last reviewed them. In fact, we received a reply well under the 72-hour response time that we ask of every motherboard manufacturer. MSI came in at 55 hours this time around. We were pleasantly surprised and pleased with the response time, and hope that we just didn’t get lucky.

MSI's office hours are Monday through Thursday, from 7:30 AM to 5:30 PM (Pacific Time); Friday's hours are from 8:30 AM to 4:00 PM. You can reach their tech support line by calling (626) 581-3001 or faxing them your questions at (626) 581-7221. Due to their busy schedule and the high volume of questions received, MSI highly suggests that you fill out their "technical support request form", also found on the same regional web site as their RMA policy.

MSI also provides tech support to several countries besides the U.S. and Taiwan, such as Australia, Brazil, China, Czech, France, Germany, Hong Kong, Japan, Netherlands, Russia, and others.

MSI has improved their RMA and tech support, which has been a thorn in their side for some time. Most motherboard manufacturers are still lack quality service in the RMA and tech support department, so we’re happy to see that MSI is improving in that arena to become a better-rounded motherboard maker.