Fanatec customer service?

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How long did Fanatec take to respond to a support issue?


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I normally don't post in threads like this but I guess I need to.

I have the PWTS CS's with a dead load cell which is causing the the game to register braking force that Fanatec clearly knows about considering how many have been replaced but yet they want me to send them a video of my issue before they even attempt to help.

Not good CS if you ask me.

Yes, this "send us a video" requirement is a joke. If my CSPs ever go bad I do not know if I will have the motivation to deal with it. It is that ridiculous.
 
Wow! shocking testimonials on the poor Fanatec customer service.

Does anyone know if Fanatec keeps a "reserve" of items solely to replace defective units?
Has anyone received a GT2 wheel replacement recently? I ask because i was considering purchasing the GT2 Kit but the website says that the Wheel is out of stock and it will not be available for shipping for another 3.5 MONTHS! So I am a bit worried about getting a defective wheel and waiting a long time for a replacement.
 
I ordered my GT2 with std pedals and shifters on 1/21/11. It was "paid" for on 1/24/11. I ordered when it said Backorder til May on the screen as well.

I emailed the webshop and actually got a timely response stating, your order will ship all goods together mid-february from Claudia.

On about the 1st of Feb. Thomas, the CEO came out with updated status on shipping times for both EU and USA. He stated, due to chinese new year, production has been delayed. This was mainly for the GT2 to the US. I frantically emailed, got no answer for a couple days.

I then received and email again from claudia reassuring me of my Mid-Feb shipment. At this point, being lucky to not hit the May backorder, I pray that mine comes in a timely fashion.

I will give Fanatec this chance since reading about all the horror stories from the past about the 6 month wait. From what I have heard, they are working diligently on improving customer service and shipping. With that said, I will be patient until early March.

If I do not have my wheel by about the 10th, I will personally fly to Germany, and go to the Fanatec HQ myself and get it. I am 110% serious on that note.
 
Yes, this "send us a video" requirement is a joke. If my CSPs ever go bad I do not know if I will have the motivation to deal with it. It is that ridiculous.

That's my feeling as well, I just don't have the time nor am I in the mood to shoot a video and upload it.
 
my clubsport pedals have been working quite flawlessly for a few months now *knockonwood*. the Fan on my turbo s started to get noisey, but the belt appears to be holding up.

I had some problems w/ the original turbo, but hopefully the turbo s lasts longer. -_-
 
I ordered my GT2 with std pedals and shifters on 1/21/11. It was "paid" for on 1/24/11. I ordered when it said Backorder til May on the screen as well.

I emailed the webshop and actually got a timely response stating, your order will ship all goods together mid-february from Claudia.

On about the 1st of Feb. Thomas, the CEO came out with updated status on shipping times for both EU and USA. He stated, due to chinese new year, production has been delayed. This was mainly for the GT2 to the US. I frantically emailed, got no answer for a couple days.

I then received and email again from claudia reassuring me of my Mid-Feb shipment. At this point, being lucky to not hit the May backorder, I pray that mine comes in a timely fashion.

I will give Fanatec this chance since reading about all the horror stories from the past about the 6 month wait. From what I have heard, they are working diligently on improving customer service and shipping. With that said, I will be patient until early March.

If I do not have my wheel by about the 10th, I will personally fly to Germany, and go to the Fanatec HQ myself and get it. I am 110% serious on that note.

great! I hope you get your wheel soon. definitely give us your comments on the wheel after you have a had a chance to try it out.

maybe Fanatec is receiving small numbers of the GT wheels stocks to fill orders, but is putting out the May 2011 shipping date as a way to reduce demand in the short term?
 
I sent a question about my order this morning and received a response within hours. The answer was extremely brief, but I was impressed considering the bashing they get on here. Seems that the wheel craze has died down a little, so hopefully they are getting caught up from at least a customer service and support standpoint.
 
My service experience was great. They had effectivly no proof that anything was wrong and they sent me a new power cord. Boom there in 6 days
 
I am now on my last string with the CS dept. I was re-assured by Claudia many times that I should expect a Mid-February shipment with "all goods together"(GT2, STD pedals, Shifters). Now someone in the UK, who ordered 1 day before myself was given a March estimate. WTF!

So, it is either on my doorstep by 3/1/11US, or I am on a plane to Landshut ASAP! Landshut where Endor/Fanatec is located, is only about 35km or so from Munich International.

SO, either get me my products as promised by said so date, or I come get them! And if I have to come get them, I expect a free upgrade to CSP pedals!

P.S.-I have a passport, so stop me. And Fanatec will be paying for my plane ticket as well! I have all of my emails saved GUARANTEEING my mid-feb shipment!


Wow. Perhaps you need to take a step back and consider what you're doing? If this Fanatec issue is all you've got to worry about, well, lucky you.

You're going to fly from the States to Germany? Seriously? And you think Fanatec will pick up your air-fare and throw in CSP's? Let us know how you get on and don't forget the postcard. Sheesh. :crazy:
 
Hey man, call me crazy, but I am getting what I want after my emails today with Fanatec. So sometimes crazy works!
 
Finally my battle is over! Wheel number 3 arrived on Friday - to the wrong address, despite me emailing Fanatec and getting them to change it (and confirming they had). Still, that could be a courier issue I suppose so I'll give them that one!

I was also a bit miffed that I was seemingly offered a free upgrade due to the time I've wasted on this only to have the offer withdrawn when my enquiry was passed to the 'distribution arm' (lol) of the company. I would have been happy with just a replacement wheel but to have an upgrade offered and then snatched away put my nose out of joint a little. Oh well, at least it's over....

And on a positive note, the wheel is awsome! Had a really good few hours of gaming this weekend... using a decent wheel really transforms the game! (it's just a shame I had so much else to do otherwise I'm sure I wouldn't have left my flat for the whole two days!)

Would I go through all this again though? No way... when it's time for a new wheel I'll be going Logitec without hesitation.

Steve :)
 
So here is my story about fanatec.

I bought clubsport pedals to go with my GT2 wheel and received them on the 9 of February, they world great for three days when the clutch pedal started to act weird so I contacted fanatec automated customer service with the format they wanted and I received a email from Armin on Monday. He needed more pictures of the sensor and wire harness. Long story short, He is overnighting me the sensor so I can have it tomorrow in my hand. Great Work!! I thought I was going to be stuck for weeks or months without my pedals but my downtime was only 1 week.
 
I ordered the pedal stopper and clubsport shifter paddles on January 22nd. Yesterday I emailed Fanatec a second time asking why my order still says processing almost one full month later and they told me they were still waiting for my payment, WTF?

I emailed them a copy of my PAY PAL receipt and then all of a sudden they locate my payment and email me today that it will now be shipped.

Did they offer me anything consolation wise for their "mistake" ? No. I feel they could have at least refunded the shipping costs, most any company around would offer something for botching an order that badly.

If I hadn't emailed Fanatec they would have pocketed my money and never said a word, so be warned!
 
I ordered the pedal stopper and clubsport shifter paddles on January 22nd. Yesterday I emailed Fanatec a second time asking why my order still says processing almost one full month later and they told me they were still waiting for my payment, WTF?

I emailed them a copy of my PAY PAL receipt and then all of a sudden they locate my payment and email me today that it will now be shipped.

Did they offer me anything consolation wise for their "mistake" ? No. I feel they could have at least refunded the shipping costs, most any company around would offer something for botching an order that badly.

If I hadn't emailed Fanatec they would have pocketed my money and never said a word, so be warned!
That sucks. They should have compensated you.
 
I absolutley regret purchasing the Porsche 911 GT3 RS club sport wheel from them as it was originally for my partners birthday which is next week on the 16th and i purchased from their website on the 30th June! As of yet my product hasn't even been shipped nor have i heard from them. I have contacted their "support team" via email and the only response i get is that my money has still not received. Its been 7 days already!

I really dont think my products going to be here by my partners birthday. Does anyone know a contact number for them appart from the one on their website because that just gives a dead signal!! soo disappointed.
 
How did you pay for it ? Docking one's credit card (in milliseconds, LOL) has never arisen as an issue as far as I know.

Scotty
 
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That's terrible. Have you tried both numbers listed for Endor AG?

Since you don't need Xbox 360 compatibility, have you considered canceling and getting a T500 RS? Those are available in brick and mortar stores.
 
Don't know what it stated on their website when you ordered it, but it says currently not available at the moment. Maybe that's the case.
Looking at your other similar post which is probably in the wrong place shows that you seem to exaggerate a bit, as you say it's been two weeks already although you placed your order a week ago (30th June).
 
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Rubbish ? Unavailable funds, no wheel delivery inside a week, any other ridiculous complaints ? Rubbish indeed ! Regardless your partner will enjoy the set.👍

EDIT: If per chance you ordered a temporarily out of stock item(s) that may explain why they wouldn't take your money. Their response that funds were unavailable may well have been a lost in translation thing. Good luck.

Scotty
 
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That's terrible. Have you tried both numbers listed for Endor AG?

Since you don't need Xbox 360 compatibility, have you considered canceling and getting a T500 RS? Those are available in brick and mortar stores.

And those stores let you walk out without paying for the wheel?
 
And those stores let you walk out without paying for the wheel?

Thomas if I test this could you please send Mr. T to bail me out. Thanks.

Back to the original poster, I recieved my fanatec products in less than a week. Service was steller.
 
its a shame they wont hand you out the products if no payment has been made yet.
Anyone knows that people on the internetz will pay laterz...
 
My GT2 and CSP took 6 months to arrive (Canada) I heard every imaginable excuse from Fanatec. They would not respond to my emails until after I started rocking the boat.

Fanatec has the worst customer service I have ever encountered. My advice is go with Thrustmaster .
 
My GT2 and CSP took 6 months to arrive (Canada) I heard every imaginable excuse from Fanatec. They would not respond to my emails until after I started rocking the boat.

Fanatec has the worst customer service I have ever encountered. My advice is go with Thrustmaster .

It is starting to annoy me and probably other persons too reading the same text over and over again in every possible thread in several forums.
 
It is starting to annoy me and probably other persons too reading the same text over and over again in every possible thread in several forums.

Then run along and stop reading :dopey:
 
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