Repair and Refurbishment Support Procedures for EPEAT-registered Notebooks and Tablets
Objective:
To ensure that professional repairers and refurbishers have timely access to accurate repair guides, diagnostic tools, and component information.
Scope:
This procedure applies to all MSI EPEAT-registered Notebook/Tablet product and services..
Users:
The procedure is intended for MSI customer support staff and an authorized third-party or refurbishers.
Receiving Process
The user contact MSI through the WEB Ticket from on our support webpage.
Access Process
- Identification: Users identify their specific device by entering the Serial Number or Model Name on the MSI Official Support Portal. (here)
- Information Access: Comprehensive repair instructions, including disassembly diagrams, part identification lists, and safety precautions, are made available for download in PDF format. (here-ref.5.5.3)
- Tool Provisioning:
- Standard Tools: MSI prioritizes designs that require common, commercially available tools. A complete list of required tools is provided in the service guide(here-ref.5.5.3) and downloads for latest software, driver, manual and utilities (here). To obtain numerical authorization keys or code for MSI software tools, firmware, or auxiliary tools (e.g., to enable remote authorization), please submit a WEB Ticket*.
* Note: that this service does not include personal login credentials or OS license keys. - Software/Diagnostic Tools: Proprietary diagnostic software and firmware update tools are accessible via the support page(here-MSI Utility) to ensure full device restoration.
- Standard Tools: MSI prioritizes designs that require common, commercially available tools. A complete list of required tools is provided in the service guide(here-ref.5.5.3) and downloads for latest software, driver, manual and utilities (here). To obtain numerical authorization keys or code for MSI software tools, firmware, or auxiliary tools (e.g., to enable remote authorization), please submit a WEB Ticket*.
- If a replacement component remains non-functional or pairing after following the system software self-diagnostics, software/firmware updates, or diagnostic procedures outlined in the service guide, please seek assistance through the following channels:
- Web Ticket: Submit a technical support request via our online ticketing system. (here)
- Service Hotline: Contact our customer service team during business hours. (here)
- Service Centers: Bring the product to an MSI Service Center or an authorized third-party service location for professional repair. (here)