MSI Customer Service, butthurt or not?

 

I have been a massive fan of MSI for the past 15 or so years, dating back to when I worked as an in-store technician at Time Computers recommending MSI motherboards to customers.
All of my PC builds for myself, friends and family have used MSI motherboards, and in my experience these products have been hardwearing and reliable.

My MSI GX660R laptop had been long overdue for an OS (Win 7, slowly dying with Office 365 going losing its mind) reinstall so I decided to take up the free Win 10 upgrade offer from Microsoft.
After a bit of messing about using 3 install methods I gave up and called Microsoft who were very helpful, eventually they found that MSI have not updated a driver required to install win 10 on this laptop.

So I sent MSI UK customer service an email enquiring about this:

 

To MSI UK support:

Hi there,

I have been on the phone with Microsoft support while trying to install Windows 10 update, the Microsoft technicians told me that MSI haven’t released a driver that will allow me to install Windows 10.

My laptop is a MSI GX660R:

CPU: Intel core 17-740QM

VGA: ATI Radeon HD5870 1GB DDR5

RAM: 12GB

HDD 1TB

 

Could you confirm that the required driver will be released and if you have an ETA, I am having some problems with the OS and it makes more sense to upgrade to Win 10 than to use Win 7 again.

I have been using MSI products for years and have found them to be very reliable, so thanks for that! Always a happy MSI customer.

 

From MSI UK support:

Dear Customer,

Use: (http://event.msi.com/2015/windows10/en/upgrade.html).

You can find notebooks which supports Windows 10 upgrade in this page. If your notebook is in support list, please upgrade your system.

Link: http://www.msi.com/faq/nb-1695.html

MSI recommends to create system recovery. In case you don’t like Windows 10 after the process, users could use the system backup which created by Burn Recovery to restore Window 7 or Windows 8.1.

 

To MSI UK support:

Hi there,

I can’t find my gx660r on the list, does this mean that I won’t be able to upgrade to windows 10 even though the specifications on this laptop are more than enough for Windows 10?

Also would it be possible to use the information from your chart on my site laptopical.com? We are just building up some content for this site and it would be useful information for visitors.

 

From MSI UK support:

Dear Customer,

We are sending you information about what you need to know before installing Windows 10:

 

To MSI UK support:

Hi there,

I understand the information you have sent but please answer the question I am asking.

What I am asking is if my laptop isn’t present on the list of laptops upgradable then it will not be having its drivers updated by MSI to accommodate Windows 10?

 

From MSI UK support:

Dear Customer,

Exactly.

 

This is where I decided I couldn’t be bothered to continue emailing, what I wanted to find out is what driver is causing an issue and if I could find a 3rd party driver to solve the issue.
The fact that I can’t upgrade is not really an issue, this laptop is old and it has been a great workhorse for years, I definitely have had my money’s worth out of it. I don’t expect any company to continue releasing updates for old laptops like this.

But I expect any major tech company to get the tone of their customer service response right, “thank you for your business”, “sorry we can’t help in this instance”, “please contact us if you need help with anything else” etc.

How would you feel about this response from the manufacturer of your laptop?

Do you think I am coming across as butthurt or do I have a valid point?

Damn it I still want a MSI GT80 Titan!