Tuesday, April 16th 2019

MSI Issues Clarification on Next-Gen AMD CPU Support on 300-series Motherboards

It has come to our attention that MSI Customer Support has regrettably misinformed an MSI customer with regards to potential support for next-gen AMD CPUs on the MSI X370 XPOWER GAMING TITANIUM motherboard. Through this statement we want clarify the current situation.

At this point, we are still performing extensive testing on our existing lineup of 300- and 400-series AM4 motherboards to verify potential compatibility for the next-gen AMD Ryzen CPUs. To be clear: Our intention is to offer maximum compatibility for as many MSI products as possible. Towards the launch of the next-gen AMD CPUs, we will release a compatibility list of MSI AM4 motherboards. Below is a full list of upcoming BIOS versions which include compatibility for the next-gen AMD APUs for our 300-Series and 400-Series AM4 motherboards based on the latest AMD Combo PI version 1.0.0.0. These BIOS versions are expected to be released in May this year.
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158 Comments on MSI Issues Clarification on Next-Gen AMD CPU Support on 300-series Motherboards

#76
Ubersonic
moproblems99 said:
How do we we know the original exchange actually happened and wasn't a 'photoshop' job? Did anyone follow up with MSI? Or is Reddit an official, factual source?
Because MSI said their initial info was wrong and issued the correction.
Posted on Reply
#77
Mats
Sooo.. people are just as pissed as before?
Below is a full list of upcoming BIOS versions which include compatibility for the next-gen AMD APUs for our 300-Series and 400-Series AM4 motherboards based on the latest AMD Combo PI version 1.0.0.0.
Yeah, MSI, that's exactly what we asked for.. :D
Posted on Reply
#78
R-T-B
notb said:
Some of you would like TPU to be a tabloid.
Please, god no.
tigger said:
Sorry to burst your bubble but news is not always the truth.
That's why there are corrections.

There's press/news and then there's a tabloid. I've always thought of techpowerup as something of an inbetween but erring towards press. I wish people understood that distinction. News is suppsoed to always aim for the truth. "Fake news' is almost an oxymoron that has become mainstream. Why? Because news is never supposed to try to be fake or it ceases to be news. Calling it fake news is like calling water "not dry liquid," it's stupid. Antitruth and alternative facts are popular lately though. Sometimes I swear I'm in an episode of 1984 with the "20 minutes of hate." But just because that sells, that does not change our obligations.
Posted on Reply
#79
GoldenX
Why all the flak, MSI made the wrong move first.
If you have to report only after receiving the official word first, then why do we have journalism? We may even have the Zen2 support on the 300 series thanks to the backlash the news sites produced.
Posted on Reply
#80
danbert2000
I would also like to echo the concerns of other users here that Techpowerup jumped the gun and ran a piece that was way too sure of the truth of the situation than the proof suggested. One support email that says that MSI isn't supporting Ryzen 3000 series on the older boards should have led to a report on that email and a followup. Instead, we got an activism piece that eviscerated MSI for imagined slights. Seriously, the article even suggested without proof that it was a play for more money.

"Greedy motherboard vendors such as MSI want you to buy a new motherboard every two generations of processor for no sound reason at all. "

Does that sound like an ethical piece of journalism in light of the press release by MSI? Or does it sound like a gross assumption made off of one support email? MSI should have been asked for comment before the borderline libelous article was written.

I love this site because it is up to date, does good reviews of all the new hardware, and has good forums. But being accurate? That's usually secondary to being sensational and as quick as possible with the articles.

Here's an alternative first sentence for the gun-jumping article. See the difference?

"A new email raises serious concerns that MSI will follow a similar course with Intel motherboard releases and make their 300-series motherboards incompatible with new Ryzen processors despite longstanding assumptions that AM4 was forwards compatible. We have reached out to MSI to confirm or deny these accusations. "
Posted on Reply
#81
NRANM
GoldenX said:
Why all the flak, MSI made the wrong move first.
Two wrongs don't make a right, I believe the saying goes.

GoldenX said:
If you have to report only after receiving the official word first, then why do we have journalism?
Because that's what real journalism actually is: it involves double-checking multiple sources and verifying the information before reporting. Otherwise it's just yellow press and sensationalism.

GoldenX said:
We may even have the Zen2 support on the 300 series thanks to the backlash the news sites produced.
Doubtful.
In fact, what is more likely is that we may have users who read the original story, didn't bother to re-check for any updates so they missed the clarification, and are now in turn spreading false information further, which damages MSI's reputation needlessly.
Posted on Reply
#82
moproblems99
Ubersonic said:
Because MSI said their initial info was wrong and issued the correction.
Yes, we 'know' that now. But not for a few days after the article was posted.

All of this could have been mitigated with a simple: 'We have reached out to MSI for further comment and clarification and will update the article when we have more information.' Instead, the written diarrhea that came out in that article was totally unfounded with no basis in fact.

Hell, they could have just written that and lied to us and it would have been better.
Posted on Reply
#83
Mamya3084
A person who works for MSI stated that x370 would not support Zen 2.

I know in my line of work, if I said I couldn't do something, they would see that as the whole company I work for cannot.

There's no assuming when it comes to private companys making statements, doesn't matter how low in the chain they are, hence why management has now come and issued a correction.

TPU don't have to apologise.

What we need to see now, is if they follow through.
Posted on Reply
#84
oxrufiioxo
btarunr said:
I was following the "How to ensure MSI doesn't screw me over with Zen3 support in 2020: 101"

I personally own an MSI 400-series motherboard and a 2700X. If MSI gets away with depriving Zen2 to 300-series, it will deprive Zen3 to 400-series. I intend to buy a Zen3 in 2020.
I thought Zen 2+ was 2020 with Zen 3 coming in 2021 with likely a new socket....
Posted on Reply
#86
lexluthermiester
RH92 said:
Moral of the story : better check twice your info before you publish something ( this stands true for MSI employee , TPU staff and TPU readers !
Then maybe you didn't understand the point of the article.
Posted on Reply
#87
damric
All the hate band wagon trolls eating foot :lovetpu:
Posted on Reply
#88
moproblems99
Mamya3084 said:
TPU don't have to apologise.
No apology necessary just basic journalistic principals would be appreciated.
Posted on Reply
#89
Batou1986
So let me get this straight MSI has terrible support and their support reps inform a customer with incorrect information they pulled out of their ass and somehow the people reporting the information given by terrible support are in the wrong ?

Oh right I forgot we are supposed to defend the multi million dollar global corporation who can't hire competent tech support or keep them informed.:wtf:
Posted on Reply
#90
Tkan215
Business is business msi need to get real instead of playing intel game. Now amd is back we will be more happy than before ever. In my own perception is more sale and tech people shift into intel side over amd. Its large conflict of interest
Posted on Reply
#91
moproblems99
Batou1986 said:
Oh right I forgot we are supposed to defend the multi million dollar global corporation who can't hire competent tech support or keep them informed.:wtf:
Would it be different if the company was worth $100? Or are we just anti-corporation?

For the record, no one is really defending MSI. People are pointing out the lack of basic journalism.
Posted on Reply
#92
Batou1986
moproblems99 said:
Would it be different if the company was worth $100? Or are we just anti-corporation?

For the record, no one is really defending MSI. People are pointing out the lack of basic journalism.
I'm anti giant corporations with CSR's that lack basic customer service training because paying and training them would take money from profits.
Posted on Reply
#93
sicklyslick
Batou1986 said:
I'm anti giant corporations with CSR's that lack basic customer service training because paying and training them would take money from profits.
I made an account just to comment on this. But you are a terrible person and should be shameful.

As someone who's worked in retail/CSR/service positions, people like you are literally the worse. You are the type that will jump down on the lowest paying employee's throat (MSI rep in this case) the second something doesn't get your way. You are literally the "Can I speak with your manager type." This is regardless of how right you are or how much control the employee have.

Also, you are "reporting" a click-bait headline simply based one one sentence some tier 1 support said and you're taking it as absolute fact. Imagine I clean the toilet at Apple headquarters and told you Steve Jobs is secretly alive in the basement powering iCloud with his life force. You're gonna have a field day on TPU's front page with that too? Learn to have some journalistic integrity and double check your sources for future press releases. YOU being the only place where this blew up should be a telling to you. At this point, you are so far up your own arse you probably won't realize it.

None of the other forums have published this yet and that's probably due to the lack of real sources. (Glancing at Tweaktown, LTT, JayzTwoCents, and Gamernexus confirms that)
Posted on Reply
#94
lexluthermiester
sicklyslick said:
None of the other forums have published this yet and that's probably due to the lack of real sources.
Except MSI confirming it of course, but let's just ignore that little detail shall we?
Posted on Reply
#95
ctrlaltwalsh
btarunr said:
I was following the "How to ensure MSI doesn't screw me over with Zen3 support in 2020: 101"

I personally own an MSI 400-series motherboard and a 2700X. If MSI gets away with depriving Zen2 to 300-series, it will deprive Zen3 to 400-series. I intend to buy a Zen3 in 2020.
How about you do what any legitimate news source would do and request confirmation from the source, then wait a reasonable timeframe for them to respond? Seems pretty simple to me.
Posted on Reply
#96
lexluthermiester
ctrlaltwalsh said:
How about you do what any legitimate news source would do and request confirmation from the source, then wait a reasonable timeframe for them to respond? Seems pretty simple to me.
You're clearly a troll creating multiple accounts to harass everyone. Grow up and go away.
Posted on Reply
#97
moproblems99
lexluthermiester said:
You're clearly a troll creating multiple accounts to harass everyone. Grow up and go away.
Troll or not, the point stands. According to the original article, there was no attempt made to contact MSI. You have a business. When a customer calls you up and said you built a crappy PC that broke and they want a new one, do you take them on their word and start building a new PC before seeing the old one? I'd guess not. I'd guess you would wait until said customer brought in the PC so you could inspect it and see where the facts of the story lie.

Why shouldn't we expect the same here?
Posted on Reply
#98
lexluthermiester
moproblems99 said:
Troll or not, the point stands.
No it doesn't. It was news and it was reported as it developed.
Posted on Reply
#99
moproblems99
lexluthermiester said:
Except MSI confirming it of course, but let's just ignore that little detail shall we?
Also, of course they are going to claim responsibility for the information. And they should since at least they back their employees. If they didn't, they would have been burned at the stake for throwing their employees under the bus and using them as scapegoats.

lexluthermiester said:
No it doesn't. It was news and it was reported as it developed.
Also, all the other sites used words like 'allegedly','rumor', and 'take with a grain of salt'.

We (TPU) use the words: 'Greedy' and 'Betrays' while purporting this as fact. Without ever reaching out to MSI (or at least indicating that). Why wouldn't you want more effort?
Posted on Reply
#100
Mamya3084
sicklyslick said:


As someone who's worked in retail/CSR/service positions, people like you are literally the worse. You are the type that will jump down on the lowest paying employee's throat (MSI rep in this case) the second something doesn't get your way. You are literally the "Can I speak with your manager type." This is regardless of how right you are or how much control the employee have.
just to clarify, are you saying that lower paid staff can give incorrect answers....and not have it reflect the company they work for?

Remember, the pitch forks are out for the multi million dollar company, not the team member that wrote the response.

If they didn't know the answer, support staff should have simply replied "Unfortunately I do not have an answer for that question", or supported the customer in asking another team member for more information.

Then again, we don't know. There could big a massive white board message that says "No Zen 2 support for x370/B350/A320", however, that is very speculative.

MSI has made a mistake, and have followed it up in this article. I'm sure they'll have a word to the support team and implement a better procedure for when customers ask about future features, and they do not know the answer.
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