I haven't had any problem with customer support yet. They always replied fast, mostly withing 1-2 days. I know that there are other examples that tell the opposite, but I just made good experience with it.
You have to write clear mails with your order or customernumber and all the important information. They are hiring people and they got the guy from ISR for the US customer support. You have also keep in mind that they work in the German timezone.
Most of you people may never have worked at customer support, but I can tell you that it is very stressful, mostly angry people on the phone and the pay is low. There are real people behind it and when a mail get lost or deleted dont go the spartan way, problems happen!
I think thats the problem. People think 2+ days for a response is ok. Getting an issue resolved in 3 weeks is something to be happy about. Maybe I have higher expectations, and I do take into account the time zone difference, but thats not acceptable.
I have dealt with small and large companies, and have seen even the smallest of companies do so well at customer service. There is no real secret....its called communication. It is hard to drop any amount of money and then get cryptic e-mails, odd status updates, and the feeling the people you are talking to dont understand what you are trying to say.
Anyway, and update on my order:
It seems since I was going to purchase the GT2 myself, I placed it in my basket but had not purchased it yet. My father instead said he would purchase it for me (my b-day is Sunday). Soooo...when I purchased the pedals, it canceled the wheel. So on MY status page it was actually correct. One order (wheel) canceled. One order (pedals) paid. I was confused, and instead of Fanatec saying "You canceled the order, but you still have a wheel being shipped to you", they just asked me to pay for a wheel.
So, it was ultimatly my fault for not understanding the confusing status updates and also Fanatec's fault for not understanding what I clearly wrote in an e-mail.
If there was an actual PERSON that I could have spoken to that day, I feel both parties would have been sooo much better off.
As of now, the pedals are due to arrive Friday 9/2. The wheel, well even though I was told
by Friday, and even though it was purchased first, wont arrive until 9/6 according to the tracking. Again, I would have liked them both here Friday, and would have paid for overnight shipping, but lack of communication broke that down.
So far I can see sooooo many areas Fanatec can improve and I dont even have a product yet. I can see why they lose some sales due to customer support. If they dont step it up, I can see more people moving to another product just because the support.
