CSR clicking, fanatec support question

[Redslayer]

Hello everyone, I've been doing some searching to see what I could come up with, if other have had similar issues and such, and a lot of links lead to these forums. So I decided I'd make an account and asked more directly. Any help will be greatly appreciated.


A few days ago, I was playing Dirt 3, and my wheel developed a clicking noise. Immediately after the race I was doing, I started trying to see if I was imagining things or if it was real, so I threw in Forza and turned my volume all the way down. Unfortunately, it wasn't my imagination.

So, I contacted Fanatec support and sent them a short video of the issue :

http://www.youtube.com/watch?v=3CJk1iHA9tg&feature=youtu.be

to which their response was "

thank you for your email and the attached video.
I am already sure that the axle of the wheel is broken.
Unfortunately I need to inform you that this is not a warranty case because this kind of defect could only be caused by rough and improper handling.
I would like to offer because of goodwill of Fanatec that if you purchase a new wheel from our Webshop we are going to send you the wheel without shipping costs.
Of course I can also offer you to initiate a repair case that you are able to send the wheel to us to get it fixed but I need to mention that our company will not take the shipping costs and the service fee of maximum $ 63,- .
Please let me know how you´d prefer to proceed.
Thank you.

They claimed it could only be caused by rough and improper handling, which is preposterous. I literally take better care of this wheel than I do myself.

The clicking is slightly louder in person, but not by much. And I caught that over game sounds, and they're going to tell me I miss treat my wheel? This made me feel insulted to be honest.

Now obviously this is an attempt to get out of honoring their warranty. I emailed them in return, but got no response by Friday evening.

Now, to be perfectly honest here, I don't have a lot of experience arguing warranties, the only time I've ever contacted a company, was about some speakers that were well out of warranty that nearly caught fire. The company (Philips) actually refunded my money without a hassle (They had offered free replacements or refund). And all I did was contact them to warn them about the issue, I wasn't even asking for a refund or replacement. They weren't even high dollar speakers.

So to have Fanatec, a company that I'd talked up to people I know, because of how much I love my wheel, treat me in this way after dumping over $350 USD on my wheel, and while the wheel is still under its original warranty period kind of surprised me.

I'm looking for advice on how I should move forward. Is there a better way to contact them, any telephone numbers inside the U.S. (outside will work if there are no US contact numbers) to support that can help straighten this out. I couldn't seem to locate any on Fanatecs web site.

Aside from that, if Fanatec chooses to screw me over, what's the likelyhood I'd be able to fix this thing myself? Just to hold me over until I can afford to buy a new wheel (not from Fanatec obviously).

Again, thanks for any help, and I do apologize if I rambled somewhat, it's 2 AM here and I'm wore out lol >.>

I'll try to clear up any questions tomorrow if there are any.

Note : It's not really the cost that's making me so mad about this situation, it's the principle.

 

[Paul33993]

I'd say you're justified to be frustrated a bit. It's pretty insulting to offer you a "goodwill" deal of letting you buy another product at full price, but offering you free shipping. If I had an axle break and it wasn't my fault (I'm assuming you didn't rough house it and it's a manufacturing defect that was a ticking time bomb), and their response was to wash their hands, but offer me free shipping on a new product, well... I'd be more upset than you.

 

[Redslayer]

I'd say you're justified to be frustrated a bit. It's pretty insulting to offer you a "goodwill" deal of letting you buy another product at full price, but offering you free shipping. If I had an axle break and it wasn't my fault (I'm assuming you didn't rough house it and it's a manufacturing defect that was a ticking time bomb), and their response was to wash their hands, but offer me free shipping on a new product, well... I'd be more upset than you.

Yeah, that kind of irked me as well. I'm trying to keep my cool about the situation as much as possible, because I know telling them exactly how I feel won't get me anywhere.

In my response I let them know that if they refused to honor their warranty I'd never buy another Fanatec product, free shipping or not.

I honestly don't understand how you could break something internal, by mishandling. Unless I guess if you dropped it or something. But the way my set up is, I'm low to the floor, so that's almost impossible. The wheel literally sits right next to where I set it up, in a room that is specifically for gaming, that only I use.

In this video you can see where it sits, on a folded bathroom towel just because I didn't want it on the carpet : https://www.youtube.com/watch?v=HakDW_AP7F4&feature=c4-overview&list=UU00YyLnUs6oWESdUSjNTEDQ

I'd say that if I mistreated things most of those consoles wouldn't still function, I've had the NES since about 1990, and the Sega from the time it came out. The rest I got right around their launches and all work.

I also have a Logitech DFGT (which you see on the playseat) that is used, and was stored improperly before I got it, and I've had no problems with it... (Though to be fair, I've used it probably 10% as much as the CSR since I've owned it).

I'm more in a disbelief than anything My CSR is my favorite piece of gaming electronics, so for this to happen.. It literally depresses me

 

[mrbasher]

I can't tell you "the axle of the wheel is not broken." In fact, I can't tell you much of anything regarding what is actually going on under the cover. However, I can tell you it is next to impossible for them to tell you they are "already sure that the axle of the wheel is broken" without inspecting the wheel in person.

This could be something as simple as a wire rubbing against something... Like I said, nobody can know without inspecting it first hand. If you'd sent them the wheel and they responded telling you the same, the response would be much easier to digest. It would also be the proper way to handle it.

Best of luck. It never ceases to amaze me how "all over the board" their service can be given how few people there are providing the service. A quick example of how this can go 180 degrees in the other direction: A friend of mine had a set of CSP V2 pedals that were "squeaking" but otherwise worked fine. He asked Fanatec about the issue. They sent him a new set without issue... Go figure.

 

[Redslayer]

I can't tell you "the axle of the wheel is not broken." In fact, I can't tell you much of anything regarding what is actually going on under the cover. However, I can tell you it is next to impossible for them to tell you they are "already sure that the axle of the wheel is broken" without inspecting the wheel in person.

This could be something as simple as a wire rubbing against something... Like I said, nobody can know without inspecting it first hand. If you'd sent them the wheel and they responded telling you the same, the response would be much easier to digest. It would also be the proper way to handle it.

That's what I was thinking as well about their response.. I would think that if the axle was broken, the wheel simply wouldn't work at all... But the wheel seems to function fine, aside from the clicking, every once in awhile it seems like I can feel the click, but that's probably mostly in my head.

I haven't touched the wheel since this, because I'm afraid of causing more damage. I don't want to pull it apart until I'm sure they are going to screw me over.

They didn't respond today, if they haven't responded by tomorrow then I'll email them again. I'm not really sure what else I can do at this point... If only they were based on the east coast somewhere, I'd just drive up to their building, and speak to them in person >.>

And I believe that, because when I first got the wheel, I had an issue where the rumble motor came loose in the rim, they sent me a new rim without any argument and let me keep the old one (which you can actually see in the video of my game room, is with my other controllers, wrapped in plastic to keep it safe - again, how can they tell me I mistreat it, when I even take care of the broken rim :/ ).

 

[Redslayer]

So, I decided to hook the wheel back up and do some testing. I couldn't get it to consistently click. So honestly, I really believe that it's simply false that the axle is broken. The click is too intermittent to be something that serious.

I feel like something is just loose, kinda like an aging house, it's developing noises, but is still ok. The Force feedback is fine, the centering is fine, rumble is fine. Everything works, but there is just the intermittent clicking. I truly believe that it's something minor, or just something in the case moving ever so slightly when the FFB hits.

So, I've decided I'm just going to tell Fanatec that they are wrong, and just use the wheel until it decides to break. When that happens, I'll buy a new wheel, but it won't be from Fanatec. If they had only handled this like they did when my rumble motor came loose, I would have been a Fanatec customer for life. I love this wheel, and I'll try to make it last as long as possible. But unfortunately, it's an unsupported product.


Too any future buyers of CSR or other Fanatec wheels, that may see this thread. Keep in mind a few things I've learned.

A : The build quality seems to be all over the place. My first rim lasted 3 days, my second has had no issues since it's been hooked to the base.

B : Their service is as all over the place as their build quality. My first contact with customer service, left me pleased, and willing to support the company, even convinced a few people to go Fanatec. My Second experience just lost Fanatec a customer.

With those notes, go in knowing that the wheel is great. Force feedback feels good, the ability to save 5 settings is an amazing feature that makes switching between multiple racing games a breeze, and the CSR elite pedals are the best pedals I've ever personally used. (and I've had no issues from them at all, accept a squeaky throttle pedal which was solved with a tiny bit of WD40 where the pedal attaches to the shaft).

The H pattern shifter also has served me well without issues. But, be prepared for Fanatec to not honor their warranty, if it comes to something within the wheelbase. It seems that if it's something they can't get you to fix yourself, they aren't willing to do it for free.

I don't expect you to go off what I say alone, so just please, use google before you buy, and be aware of what you're getting yourself into. I unfortunately never thought to research their customer support side of things, or it's unlikely I would have bought one.

That said, I don't regret my purchase, purely because this wheel has been great, and I've loved every minute of using it. I can only hope my next wheel purchase, is as enjoyable, but with better support behind it. I'll definitely be doing a little more research behind the company I choose to go with at that time.


Thanks anyone who read this thread for reading through, and to the two who replied. I'll be sticking around, just to gather more info as I go. Plus any site that loves racing is a good site

Edit : Quick side note, if it hadn't been for how disrespected I felt by their response, I would have been more patient about this whole situation. I've emailed them again, but I expect that they will ignore it again. Because they do not want to honor the warranty. I'm sure based on how I treat the wheel (despite Fanatecs claims), I'll be able to stretch it until I'm ready to buy a new one.

 

[gregkar]

AMAZING!!!!!!, i just posted a similar issue!!! we have EXACTLY the same wheel, a similar problem, and they sent me exactly the same reply!!!, i have to inform you that i know the problem, it's the belt, you have a faulty drive belt. The funny part is that they told me that they can't saupport me because they didn't have any other similar problem before!! I'm already searching ways to take law actions.

 

[Redslayer]

Another update here, after sending them this email :

Since you have chosen not to reply, I will assume that is your refusal to support your product. I have since tested the wheel further, and I feel that your conclusion is incorrect. I do not believe the axle is broken, as the wheel still functions almost completely normally, barring the clicking sound.

Your disrespectful manner of immediately assuming mistreatment, when you have neither inspected the wheel personally, or have any info on me as a person, and immediate refusal to support your product has permanently lost you a customer. I will be warning all of my friends, and everyone I come into contact with, that has any interest in racing, Both online, and in person, about how your company chooses to treat their customers.

I want you to watch this video http://www.youtube.com/watch?v=HakDW_AP7F4 (Preview) , and note a couple things about the customer you just lost.

A : I still have working consoles from the early 90s.

B : My Fanatec CSR, safely stored on its bathroom towel, for extra security.

C : The fact that my broken rim, is still being taken care of, as it's stored in the plastic wrap the new one came in, to keep it safe.

D : A Logitech Driving Force GT. A wheel I got used, that was stored improperly in a non weathertight area by the previous owner, still functions with no issues whatsoever.

Your assumption of mistreatment, was insulting. Your offer of "goodwill" by offering me to buy a new wheel at full price, with only shipping waved, was even more insulting, because of your assumption of mistreatment.

Even Microsoft treats its customers with more respect. If Fanatec becomes the last wheel maker on the planet, I will never play with racing wheels again.

This could have been resolved without coming to this, but you chose to not only start out in a disrespectful assumption based reply, but to then not respond to my email afterwards.

I gave you 3 full business days to respond, and if you had approach the situation with more respect, I would have waited more patiently. So congratulations, you saved yourself 80 bucks on shipping and repairs, but you lost 1000s in future sales. I hope it was worth it.


Good day.

I got an immediate response,

I want to apologize that I wasn`t able to answer you earlier.
I would suggest the best way to analyze the fault would be a repair case.
If I am wrong and the issue is not caused by a broken axis of course our company will take all the resulting costs.
Unfortunately I do need to take care of some guidelines why I am only allowed to offer you these few options.

We proofed the wheels entirely before we released them and found out that the axis could only brake by hitting the endstops hard or if you overturn the wheel.
It could be possible that a material failure could cause this issue but this would develop within 6 months.

Thank you for your understanding.

Best Regards /

(Fanatec Support Team)

So while they still seem hesitant, it's still better than what I got initially. So anyone reading this, mention logitech to them, seems to light a fire under their ass.

I'm going to be recording my wheel settings and sending them those, because I literally never use 900 degree rotation, so that's impossible.

I'll update with any more info when I can.
Edit, forgot part of their email.

 

[Gunstar]

I don't mean to pile on, but that is still a crazy response. I've wanted to buy an XBOX compatible Fanatec wheel for years but stories like this always make me hesitate.

 

[Krassi]

any news?

 

[gtpiero205]

I just bought a trustmaster t500 f1 integral from amazon 499.
I got two year warranty instead of 1 year from fanatec.
Iam really happy.
Sorry guys that you have problems and i hear a lot of people having issues with fanatec.
Logitech offer 3 year warranty for the g27 and trustmaster 2 year in the usa.
Fanatec is little by little going down and iam happy i didnt buy a wheel from them.
There is a lot of discussion about fanatec bad wheels and bad customer support.
Next time just google before buying any products.
This will save you a lot of issues and time

 

[Redslayer]

Hey all, sorry for the delayed update o.o I just finally got my final email from Fanatec last week, and I was on the opposite side of the country from where I live lol.


So, after all this mess, I sent it to Florida, which I had to front the cost of. After disputing the fact that it was a broken axle. And I emailed Fanatec telling them I wanted an update on the wheels status BEFORE they mailed it back, so that I could decide what I wanted to do if it wasn't covered under warranty. (Which I needed 2 separate emails to get them to understand >.> )

A few days later, I got an email from their technician, stating that he couldn't find an issue, at which point I explained the situation, and how Fanatec had responded and that I doubted there was anything seriously wrong with it to begin with. A few more days passed, he emails me again, stating that everything was in working order, that the plastics were making the noise, and that he was going to return it to me.

It took a full week for him to send it from there, I offered to pick it up myself, because I was going right past the shipping address to deliver a boat down in Miami. He said he had shipped it the day before.

I decided to swing by anyway and check out their "service center" as it turns out, it's just some guys house on the beginning of a dirt lane (I took pics because I found it humorous). Then went on home, I actually beat the wheel back to my house by a day lol.

Then, I emailed Fanatec in regards to the shipping cost, which they said they'd refund. Took 2 emails to get a response, they said a scan of the receipt was needed, so I scanned it and sent it. Another week past, I sent another email to just confirm if they received it...

It was at this point, they informed me that it wasn't a warranty case, and that they would not refund the costs of shipping. And for the second time in as many emails, called me "Mark" instead of Mike even though I'd corrected them once.

I became quite angry, and from my phone, on a random highway in Arizona responded with this :

Alright, first off, It's Mike not Mark. Second off, I don't know how you can even consider yourselves a respectable company, this entire ordeal has been one big joke. You started off by insulting me, proceeded to be incorrect in your insulting assumptions, and now are refusing to refund shipping fees that wouldn't have been nessicary if your primary objective hadn't been to avoid honoring your warrantee.

I have tried to be as patient as possible, but I've had enough. I will never deal with the trash company that is Fanatec again. Disrespectful, don't honor warranties, your "service center" Is some guys house at the start of a dusty dirt lane (I drove by to see for myself).

Your entire company is a joke, and I don't know how you've managed to trick so many people, when you're willing to permanently lose a customer over around $20.

I'm glad I learned this now before I bought a new wheel to compliment my Ps4. Thankfully Logitech works with Sony Consoles, so you and Microsoft can rot together with your anti consumer attitudes.

Do not bother responding to this email, unless you've come to your senses and are going to refund the money. I'll be spreading the word as much as possible. Good day.

Which they responded with this :

Thank you very much and sorry, I did not want to offend you in any way. I can assure to you that it was nobody's attention here at Fanatec to insult you in any way. Maybe this happened due to the language barrier but that should not be the reason either. In any way I do apologize if we made you feel like this. The regular procedure in those cases is quite simple that we cover the shipment cost in warranty cases and not in service cases or if there was no hardware problem which we could find no matter how hard we test and search.
I can and will escalade the case to release the refund for you. It is not our intension at all to lose you as a customer. If you want I would be happy to call you for clearing out this case. Hope this would be possible with the time gap in between us. It is 10am here right now. Please drop me a message.

They refunded the money via paypal the same day, without a response to me. I really think Mentioning Logitech puts them on high alert o.o

So, after a frustrating few weeks, everything is finally sorted out.

I kept my patience as long as I could, but it was worth 20 bucks or so for me to release my anger lol, I really didn't expect a further response after that, so +1 for Fanatec for stepping up to correct their mistake.

I'll still remain a bit hesitant to buy another Fanatec wheel after this mess, but considering how much I do love my CSR, and how good of a wheel it's been, It will remain an option. I know how to get what I want out of Fanatec support now, so the hard part is done o.o lol.


TLDR : Wheel was fine, just some loose plastics. Fanatec tried to refuse shipping refund, but corrected their mistake.

Grade

Wheel : A (I love this wheel, and all it's options)
Fanatec Support : D
Response time : B-
"Service Center" communication : A- (He responded within a day each time, gets a - for getting my name wrong).

Over all result of this, is I will keep Fanatec on the table for future purchases, but will be hesitant after this, when before I was going to buy another Fanatec, pretty much for sure.

Happy Thanksgiving to all who celebrate it next week!