Another Fanatec wheel arrives!

  • Thread starter Thread starter jonboy1066
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I emailed them about a problem with my clubsport pedals in December. Took a month for me to hear back from Armin. He asked me to send him video of my problem, which I did the very next day. Still haven't heard back, been 2 weeks already. Hopefully it doesn't take as long to hear back. I understand they are backed up, but this is getting ridiculous.
 
It does not take very long that someone crazy enough sues fanatec for poor customer service. Of course if they do not do anything major to fix the problem, problem fixes it's self as word gets around and more and more people are afraid to buy fanatec because of things heard from the internet.

ALERT ALERT!! New turbo S firmware out!! :)
http://www.911wheel.de/?q=node/3247

My update went fine with xp.
 
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Where do I find one of these?

I can't seem to find them on Fanatec US website and I'm apparently retarded cause I can't find them any where else either.
 
Kearney
Where do I find one of these?

I can't seem to find them on Fanatec US website and I'm apparently retarded cause I can't find them any where else either.
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Fanatec.de the 911 Turbo S wheels may be sold out. Although the 911 Turbo (no S) should still be available and it works for both PC/PS3 whereas the Turbos also works for 360.
 
Kearney
I mean the Carrera wheel.

The US has the Turbo. The Carrera is only supposed to be 140, which is much cheaper then all the other wheels.
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Carrera whirs like crazy and is rough to turn so I would advise spending a little extra for the Turbo.
 
ImSixString
I emailed them about a problem with my clubsport pedals in December. Took a month for me to hear back from Armin. He asked me to send him video of my problem, which I did the very next day. Still haven't heard back, been 2 weeks already. Hopefully it doesn't take as long to hear back. I understand they are backed up, but this is getting ridiculous.
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As much as i want one, this is the type of BS i refuse to put up with...
 
imsixstring
i emailed them about a problem with my clubsport pedals in december. Took a month for me to hear back from armin. He asked me to send him video of my problem, which i did the very next day. Still haven't heard back, been 2 weeks already. Hopefully it doesn't take as long to hear back. I understand they are backed up, but this is getting ridiculous.
live_fr0m_ny
as much as i want one, this is the type of bs i refuse to put up with...
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+1
 
Indeed...

I am still waiting on my G25 adapter. I have sent numerous emails, to no avail. Both to Thomas and Armin. Starting to get a little fed up...



;)
 
Delphic Reason

We have the adapter in stock and can send it right away if you report to e-support with an attachment of your invoice so we can see that you bought the Pure version.
 
Fanatec...
Delphic Reason

We have the adapter in stock and can send it right away if you report to e-support with an attachment of your invoice so we can see that you bought the Pure version.
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Unacceptable.

I have already talked with Armin (is that you?) and he has apoligized up and down and promissed to send it ASAP (Today he said).

I am most certainly not going to search around my house for an invoice that YOU should have a reccord of in the first place. This is another example of how flawed and archaic Fanatec's customer service is. This is not something I should be required to do. I did purchase the Pure edition, and your reccords will show that.

Thankfully Armin has been forthright (finally, after a few months) and honest about the situation. Now we'll just have to wait and see how much longer I'll have to wait for it.



;)
 
No I am not Armin and I did not receive any e-mail from you so far.

Of course, Armin can look up for the invoice but if you want to have an explanation why it takes so long until we can process all request than here you have it.
Until we have our CRM system installed which makes that easier we will preferably handle the support inquiries for the people who help us to make everything smooth.
I hope you understand.
BTW we are not obliged at all to look up for your invoice. Please try to go to BestBuy and tell them to look for the invoice because you paid by credit card.
 
Fanatec...
BTW we are not obliged at all to look up for your invoice. Please try to go to BestBuy and tell them to look for the invoice because you paid by credit card.
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You may want to do some research first. I actually have done just that at Best Buy, and Costco, among other local businesses.

This CRM system is something you should have had in place from day one. You're customers are suffering because of this lack of foresight. Now you're saying you only help those that go the extra mile? We paid for these wheels remember? Buying the product entitles us to good customer service... Period.

At no point in my dealings with Armin did he ask for my invoice. In fact, he looked it up without asking. Therefore, your argument really doesn't hold water.

Until you get this system up and running, you really shouldn't be surprised at all by the responses you are receiving regarding your shoddy customer service. They are well justified.

I received an email today containing the shipping invoice. So, Armin finally did what he had promised, months back, to do. Now if I could only get you guys to respond to my neighbor (bought the Turbo S at the same time) who is still waiting for his shifter cable, with no response to his emails.

He's getting pretty frustrated, as he cannot use the H-Gate shifter in his cockpit without the extended cable.



;)
 
There is a Dutch saying: klant is koning. Translation: customer is king. It seems that Fanatec, I think Thomas in this case, never heard of such a proverb.

Too bad, their hardware seems decent enough.


wiki
Customer relationship management is a broadly recognized, widely-implemented strategy for managing and nurturing a company’s interactions with customers and sales prospects. It involves using technology to organize, automate, and synchronize business processes—principally sales related activities, but also those for marketing, customer service, and technical support. The overall goals are to find, attract, and win new customers, nurture and retain those the company already has, entice former customers back into the fold, and reduce the costs of marketing and customer service.
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Good luck with that.
 
I've had excellent customer service from them. Just slow. New shifter sent when the first one had some issues, didn't have to ship the old one back. Center bump issue resolved with lots of feedback and good communication with Armin.

Yes they're slow. But I've had great service when it's my turn in line. Victims of their own success as it were. But the 2 year warranty stands. I view this as a hobbyist product. The frustration sets in for them as most of their e-mails and support questions are coming from people who just haven't read the manual and are asking mundane idiotic questions that are clearly explained in the manual.

The shifter cables and pedal cables are just 6-pin PS/2 Male to Male cables. You can order one off of monoprice for less than 2 bucks, or you can probably find one at your local computer supply store for less than 4 bucks.
 
Of course everybody can expect superior customer service and this is our target. Our new system will let you check your shipping and service ticket status as well as your order record and much more. But until that is in place we would appreciate some help from our customers so that we can process the inquiries faster.
We are receiving a lot of e-mails which could have been avoided if the customer would read the manual and we also get emails like "My wheel is broken. Please fix it". Of course sent with any order information and with a different e-mail adress. These things cost time and can be avoided.
And if somebody will help us and provide us more info, he will get preferred service. I think that is just fair. Just complaining will help nobody.

Anyway, the flood of emails is almost processed and the defective rate is actually not that high. Of course every defective is one too much and we will improve that as well.

PS: I should have mentioned Media Markt or any other German retailer where it is definitly NOT possible that they look up the invoice for you if you buy it in their store.
 
Fanatec...
PS: I should have mentioned Media Markt or any other German retailer where it is definitly NOT possible that they look up the invoice for you if you buy it in their store.
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So your argument is now, if they don't do it, why should we?
 
No this is not my argument. We will implement it. It is just not true that it is "normal" that you go to a dealer and they print the invoice for you. This is special service and there is also absolutely no legal or other obligation for the retailer to do that. This was my point.
 
Fanatec/Thomas, I have to say that I 'admire' that you're able to keep your 'cool' with all those negative posts! 👍

Fanatec...
Of course everybody can expect superior customer service and this is our target.
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If Fanatec keeps this promise, than I'm still a potentional customer. Even more if Fanatec should release a non Porsche, generic wheel. But don't give me that BS anymore => First a generic wheel would be less expensive than a licensed Porsche wheel and some time later it's as expensive as a licensed Porsche wheel.

Fanatec...
We are receiving a lot of e-mails which could have been avoided if the customer would read the manual and we also get emails like "My wheel is broken. Please fix it". Of course sent with any order information and with a different e-mail adress. These things cost time and can be avoided.
And if somebody will help us and provide us more info, he will get preferred service. I think that is just fair. Just complaining will help nobody.
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You should have thought about that BEFORE you released your hardware, like Delphic Reason already pointed out. It's not the customer's fault that Fanatec's customers service is lacking in many ways. The fact that customers can write these emails with different email accounts is in fact Fanatec's fault and problem. You made it possible that customers can write a lot of emails which could be avoided.

Fanatec...
Anyway, the flood of emails is almost processed and the defective rate is actually not that high.
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Explain me this, I'm stupid with a very low IQ, how come that you get a flood of emails if the defective rate is not that high?

Fanatec...
Of course every defective is one too much and we will improve that as well.
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👍
You can't make a perfect product or you must have access to alien technology. As long as your customers service is going to be as good as you promised, than I don't mind that I would have a defective Fanatec product, as long as it get's fixed or replaced in no time.
Even Logitech has defective products but their customers service is very good.

Fanatec...
PS: I should have mentioned Media Markt or any other German retailer where it is definitly NOT possible that they look up the invoice for you if you buy it in their store.
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Ow, so it's possible to buy a Fanatec wheel at a retailer? Only in Germany?
 
The defective rate is clearly below ten percent but as explained earlier we are getting multiple emails from the same customer to multiple accounts and very often about problems which can be solved by reading the manual.

Thanks for the advise that we should have thought about that in advance and that it is our problem. Life can be so easy if you just avoid to make mistakes and always make perfect decisions.

We sold Fanatec products through retail but not the Porsche wheels.

And yes of course we can save all the money for the Porsche licence and make the wheel 3% cheaper. I am sure this will boost the sales a lot.
But please don't forget that there would be no high-end wheel for Xbox without Porsche. This is a fact.
Sarkasm aside, there are other reasons to make a neutral branded wheel and we did that in the past so it is likely that we will make such a wheel in furture.
 
I suggest MOMO or such more neutral brand. Then you really can make a wheel with racer appeal and I would assume would be a bit cheaper to license. When we are up to the price range of this and G25 it´s only the enthusiasts that are buying them.

Didn´t get an answer about the Clubsport table clamp?

As for shifter the stock shifter just get better and better. I have weared it down so I now have about the right resistance. Or I just got used to it but I don´t have to force in gears anymore and there is not quite as much clack going on. Hopefully it won´t continue to soften though but it´s inevitable I suppose.

But for a clubsport shifter. It should behave the same when new and after several years use. A more solid feel. No such plastically clack. If anything a more dampened metallic thud perhaps. You should more feel the gear fall into place rather then hear it. Very distinct gears. Try out the SST Lightning shifter something like that.

Of course it must have a separate table clamp that is rock solid. It doesn´t have to support sequential you just need the stock one for that. But if you can use the stock sequential on a side as a hand brake it would be superb! Best if it could all be identified with one controller so you for some console titles may be able to remap your buttons!

For PC should be no problem if the shifter can be used as a standalone device with other wheels.
 
I was not trying to make my post negative, just stating my frustration in the long wait of getting a defective set of clubsport pedals fixed. My pedals haven't worked correctly since the beginning of December, almost 2 months. I did what Armin asked and I haven't heard anything back in weeks. I believe the turbo s is the best wheel on the market, it is outstanding. I just wish I had pedals that worked correctly so I could use it.
 
I just hope I'm not left waiting for this wheel for an extended period of time. I only ordered it when I did because it said the shipping times were in January, and that wheels were in stock. After that worry is alleviated, I hope it works properly when I get it.
 

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