MSI Refused to Replace My Faulty Katana 17 Despite Sound Issue
On 06.09.2025 at around 13:06, I purchased an MSI Katana 17 - 14th Gen Intel Core i7 14650HX - RTX 5070 8GB - 32GB RAM - 1TB SSD - Win11 (Computer code KATANA 17 HX B14WGK-045TR) from Vatan Bilgisayar in Turkey for ₺89,999 including taxes. When I first opened the computer and watched videos on YouTube or listened to music, I encountered a “drr” sound issue. At first, I thought this was due to incomplete driver updates, but after completing all updates, the problem persisted. I reset the device and reinstalled the updates from the official driver websites, but the issue remained. I then took the device back to the Vatan Bilgisayar store where I purchased it and requested an exchange for the faulty device. The staff told me an exchange would only be possible if the service center approved, so I sent the device to the Turkish service on 10.09.2025. On 15.09.2025, the Turkish service called me from 0212 288 42 30 and informed me that there was no hardware issue, claiming the problem was software-related and required Intel to release a new driver update. Three of my friends bought the same computer, and since the issue only exists in my device, I requested an exchange, but they refused, saying they cannot replace it as there is no hardware problem. I am filing a complaint with the Turkish MSI authorized service regarding this matter and requesting a replacement for my defective device. I kindly ask MSI officials to assist me in resolving this issue.
