Fanatec customer service?

[am0eba]

@Symtex, thanks for your input and opinion, but similarly, I could ask if you have been on the receiving end of Fanatec customer "support"... It's not pleasant.

Did I mention that I feel like I'm being punished for deciding to purchase a Fanatec product?

And yes, I've done support myself, and am fully aware of the abuse that comes with that position. If one chooses to continue to work in customer support, then one needs to become hardened to such things. Employing euphemisms like "code 13" probably helps with the frustration of providing customer support, but dehumanizes the customer.

My last post may have sounded like I was ranting without good reason, but if you have followed my travails, you would see that my response is not unwarranted.

I just want to be able to use my GT2 wheel as it is advertised to function. After getting two brand new faulty wheels, and spending an inordinate amount of time diagnosing and troubleshooting, it is extremely frustrating to deal with hapless, slow, and - let's face it: BROKEN - customer support, especially when the company is embarking on major new product releases, and is making noises about improved customer service.

I bought my GT2 wheel two months ago. It has not functioned properly for a major portion of the intervening time. I am sharing my experiences. Please don't trivialize that with a suggestion that I need a change in perspective.

_Dave_

 

[Vaxxtx]

I understand your point of view. I do have 1 question : have you every work in a customer service position before ? If you had, you would have a different perspective on things. Let's just say I lost faith in humanity a long time ago. People would start yelling at you for no reason and how things are broken etc.. 95% of the time, it was a code 13 (13" from the device).

For the other 5%, it can be frustrating but t hey do have to filter out the real problem unit from the user trouble.

I have been in sales/marketing for 20 years. CS comes with the job.

The problem is the fact Fanatec cant seem to understand what people are saying. This happened during my FIRST order, and now during my second. As I said before, they could have totally avoided any issues by a phone call, and someone that could speak with me. Both of my orders were simple. Read my post with the e-mail conversation. 2 days of e-mails, could have been taken care of in 1 five minute phone call. Instead dealing with German Time vs US time with cryptic emails screwed me and others again.

Ill say it again. Fanatec products (most of the time sorry, am0eba) are top notch. Great quality. If you are going to purchase something and nothing needs to change, or everyhting you order works, then Fanatec is fine. IF there is any issue beyond that...you are screwed.

 

[Symtex]

I agree with what everyone said. This is one of the reason I dislike email. it is so unpersonalized and leave too much to interpretation.

I just bought a CSR wheel, pedal and shifter. So I will let you know how was my dealing with fanatec.

 

[LostRacer]

Please realize as well that you are dealing with native speaker of another language. For those not from America I hear english is one of the hardest languages to learn next to chinese. IMO a phone call could've resulted in more frustration on either part due to the issues of not understanding eachother well. Is the situation frustrating? You bet. But guess what? They are not a big corporation with employees all over the world with multilingual staff. Their CS consists of a small group of individuals that do what they can to support the rest of the world that may have issues and they are trying to improve on that. No such thing as instant gratification. Everything takes time. You may not like it and want to complain daily, but that won't get you assistance any faster. You are not the only person they're helping and emailing. Just have patience. If you think there is a miscommunication in the email then spell it out.

I have dealt with them in product replacement. They were quick and courteous.

 

[redmalloc]

Please realize as well that you are dealing with native speaker of another language. For those not from America I hear english is one of the hardest languages to learn next to chinese. IMO a phone call could've resulted in more frustration on either part due to the issues of not understanding eachother well. Is the situation frustrating? You bet. But guess what? They are not a big corporation with employees all over the world with multilingual staff. Their CS consists of a small group of individuals that do what they can to support the rest of the world that may have issues and they are trying to improve on that. No such thing as instant gratification. Everything takes time. You may not like it and want to complain daily, but that won't get you assistance any faster. You are not the only person they're helping and emailing. Just have patience. If you think there is a miscommunication in the email then spell it out.

I have dealt with them in product replacement. They were quick and courteous.

Be that as it may, the point of this thread is not to trash Fanatec but make people aware of what they may be getting into when buying from Fanatec. It is up to Fanatec to work with what they have and it is up to us as consumers to make informed purchasing decisions.

 

[Vaxxtx]

Please realize as well that you are dealing with native speaker of another language. For those not from America I hear english is one of the hardest languages to learn next to chinese. IMO a phone call could've resulted in more frustration on either part due to the issues of not understanding eachother well. Is the situation frustrating? You bet. But guess what? They are not a big corporation with employees all over the world with multilingual staff. Their CS consists of a small group of individuals that do what they can to support the rest of the world that may have issues and they are trying to improve on that. No such thing as instant gratification. Everything takes time. You may not like it and want to complain daily, but that won't get you assistance any faster. You are not the only person they're helping and emailing. Just have patience. If you think there is a miscommunication in the email then spell it out.

I have dealt with them in product replacement. They were quick and courteous.

That makes 0 sense. Read my email conversations and tell me how *I* as a customer could have "spelled it out" any better. Please.

Also, if you are a small company, not a native English Speaker, and sell quite a bit to the US, well it looks like you need to A. Learn English, or B. Hire a CS person or three IN the US to handle issues for NA customers. You lose money when people are scared to order from you.

 

[am0eba]

And the misery continues... No response overnight from Fanatec CS in Germany, so that means no response over the weekend, and with my luck there will be yet another holiday in Germany on Monday (I neglected to mention in my scattered tales of woe that this excuse has been used twice by Fanatec CS to justify very delayed responses - guess they have a lot of Monday holidays there), so if they respond on Tuesday, it will be Wednesday before I can respond to the response.... At least another week for a replacement - if that's the way they go... Days turn into weeks, weeks into months...

Even if they offer me another replacement wheel (which I think is what should be done) I'm not confident that number 3 will work any better than the first two. I envision eventually running out of energy to deal with the situation, and let my sim racing activities lapse.

My Logitech G25 worked like a champ for what? Five years without a hiccup. Maybe I can build some sort of quick-release mounting system so that I can swap between my malfunctioning GT2 (works fine on Xbox) and my G25 (works perfectly, but has no Xbox compatibility) on my Playseat driving rig. Anyone done something like this? It seems like it would be a pain, but it might be better than throwing the dice on yet another Fanatec wheel?

_Dave_

 

[redmalloc]

I got an overnight reply and my RMA is approved. I was asked to fill a web form now and then I guess I will be sending it in. It wasn't actually clear what will happen after I fill the form.

Submitted the form and it said, "We received your data". When I went back to my email I had a bounced email with my submitted RMA form in it... forwarded it back to Fanatec via email.

 

[am0eba]

Well Johannes responded to my last email on a Saturday! First he told me to allow two business days for ANY response. Then he said my wheel needs to be repaired, and provided a web link for the RMA form. He did not say anything about sending another replacement this time, so I emailed back, thanking him for getting back to me on a Saturday, and asking specifically whether they would send another replacement wheel before I need to send mine in. I mentioned the extra week that the Fantec rep in Chandler Arizona took to accept delivery from UPS of the first wheel I returned, and the amount of time and energy I have put into diagnosing and troubleshooting two brand new wheels. I also mentioned the shipping cost I expended to return the first defective wheel. We'll see how it goes... I want to be a satisfied Fanatec customer!

_Dave_

 

[am0eba]

Another response from Fanatec, with little substance. Johannes did not specify whether I will be sent a replacement first, before returning my 2nd defective GT2 wheel. He indicated I need to wait for his "colleague" to contact me with instructions for further action. He also said if I send the receipt for return shipping to his colleague, she will refund that cost. He also said that they have no control over UPS shipping speed, so he either didn't want to - or wasn't able to - understand that the Fanatec rep in Arizona Declined delivery for a week after it first got to him. Frustrating.

Yesterday, I grabbed my free (second) Vettel X2010 in Gran Turismo 5, and had to run the Red Bull Special Suzuka Time Trial event with a dual-shock controller... That was the hardest "easy" 5 million credits ever! I want a functioning wheel!

I will continue to update as events unfold. I hope this thread helps folks who may be considering a Fanatec purchase - as I was, just a couple of months ago.

_Dave_

 

[redmalloc]

Here is my Fanatec support saga so far.

Oct 4 - 11 - RMA Process
Oct 17 - Shipped wheel out (UPS 3-5 day delivery)
Oct 23 - Was informed that wheel is repaired & ready for return
(expected) - Returned Oct 27th

 

[chromatic9]

Well, my wheel has stopped working but can't change the poll.

I emailed support 7 days ago with a video and haven't heard from them, really disappointing.

Update: Got a response today after sending a second email.

 

[AGP5000]

Well, to be honest fellas. And this is NOT because I am not getting votes. But, I have had about enough of this.

First off, my code-wheel sensor is broken for the wheel. When I make quick left/right turns, the wheel is behind by a second or so. 2ndly, on ovals, I enter the turn, the car turns, next time aroudn, the car slides, driving it no differently. SO, they are sending me a new sensor to replace. Which I am to do myself, and have to literally dissect the wheel, and hope when I put it all back together it works, if not, wait a few MORE weeks for another wheel.....

THEN, my clutch took a crap last night, and i was told, oh, this is simple, its the allen screw @ the base you need to tighten. Nope, not the issue. So, now not only do I have a half working GT2, now I have my CSP's that are malfunctioning. By the way, 2nd GT2 already. EDIT: I also completely took apart and put my CSP's back together, literally piece by piece. Gas and brake fine, clutch, intermittent.

I know this is not the thread to put this in, but for as much as we ALL paid for this, to have these issues, over and over.(And it is not like I can go to the local gamestop and exchange this either) When I have a 5 year old momo that still works like it came out of the box. Idk mates, I am about to call it a day with Fanatec. The support has been great, do not get me wrong, but the quality control, or lack their of...............is slightly infuriating.

I'll admit, I am in the heat of the moment right now. Just got home from work hoping the tightening would fix it, no. I am steaming a bit and venting. Thomas, this is no offense aimed @ you, but I am falling victim to faulty products, again........And would just like them to work, hassle and worry free for years to come. THAT is what I PAID for......not what I am experiencing.

So, they are going to have to send me all new electronics to the pedals to fix it. When I cannot pinpoint the issue. To me mates, I would prefer a new GT2 and CSP's or a refund and I will get more reliable gear. I am literally at wits end...........I have spent almost 3k this year on upgrading my sim racing experience to only have this. ugh......

Again, I apologize for ranting like this, but, I can't really take this anymore. I have a league race I have to skip tonight so I know I will not wreck anyone if something happens mid-race with my wheel........

 

[Spagetti69]

Hope you get up a running soon mate.
If your in a league your screwed. Can't buy lost time.

Good luck.

 

[AGP5000]

You and me both Jr.(spagetti69)

It's a line from a commercial last year for Nascar, kinda stupid, but funny.

Me too bud, me too...........

 

[redmalloc]

For just these reasons and my desire to be a regular league racer I have simply decided that I need a backup setup. It does seem a little crazy but it is what it is.

In my case I started with the DFGT and when I got my Fanatec stuff I gave the old wheel to a family member. So while I await the return of my GT3rs I borrowed back my Logitech wheel.

I don't blame Fanatec though specifically - it seems to be industry wide. If you go on the Logitech support forums you will find plenty of people who are super mad with Logitech support. Heck even if you decided to go super high end, the wait times for deliver can be literally months.

I'm sure about Thrustmaster's support.

Assuming my wheel comes back today (as expected) it will still be a little less than a month without the wheel.

 

[AGP5000]

For just these reasons and my desire to be a regular league racer I have simply decided that I need a backup setup. It does seem a little crazy but it is what it is.

In my case I started with the DFGT and when I got my Fanatec stuff I gave the old wheel to a family member. So while I await the return of my GT3rs I borrowed back my Logitech wheel.

I don't blame Fanatec though specifically - it seems to be industry wide. If you go on the Logitech support forums you will find plenty of people who are super mad with Logitech support. Heck even if you decided to go super high end, the wait times for deliver can be literally months.

I'm sure about Thrustmaster's support.

Assuming my wheel comes back today (as expected) it will still be a little less than a month without the wheel.

I'm NOT mad @ support. In fact, I praise their support. I am more upset at the lack of reliability on their products. Every product I have had, minus shifters, has faulted on me. I have a 5 year old momo that STILL works like it came out of the box, yet not even 6 month old Fanatec products that are failing on me.

Just frustrated and want to be able to race worry free, that's all. And, from my 8 month ordeal, idk with Fanatec if that is possible. Again, support and CS are impeccable from earlier this year. But quality control, or lack their of is horrendous still. Something BIG time needs to be done...........

I simply want operable SIM racing gear, that is all. Nothing more, nothing less. Which company must I go to to get this?

 

[Spagetti69]

I agree with you Ant.

Although recent customer support for me has been top notch, it would be nice not to have to contact them lol.

 

[left888]

For just these reasons and my desire to be a regular league racer I have simply decided that I need a backup setup. It does seem a little crazy but it is what it is.

I bought a second T500 with that very reasoning, the first one is still going strong but it's good to have the second one on standby.

I don't blame Fanatec ...

After waiting 5+ months for my GT2 & CSP to arrive I recentley discovered they never shipped a ps2 to ps2 cable to connect the wheel. I have used the CSP on the PC with various games but waited for Forsa 4 on the Xbox for the GT2 only to discover the missing cable. Fanatec tells me they will send one out ASAP.

 

[AGP5000]

FYI Thomas, clutch now stays fully engaged, even though I am not touching it. Ugh. Now I cant even race....

I need some luck here lol. Just not on my side for sim racing atm.............

 

[sonac]

AGP5000, map clutch to a button. That way it will not stay on. I'm guessing you wanted to do some iRacing

 

[sandboxgod]

Yeah hopefully you can get your wheel backup and running. My guess is these newer advanced wheels have all these parts (fans, etc) that the older generation of wheels didnt have to worry bout.

 

[LogiForce]

Yeah hopefully you can get your wheel backup and running. My guess is these newer advanced wheels have all these parts (fans, etc) that the older generation of wheels didnt have to worry bout.

The older wheels had noisy 40mm fans, two of them in fact.
The new CSR E and CSW seemed to have 120mm fans. Dunno if there are two, but at least one per wheel in the side. I saw this in the gamescon video and estimated the fan size from the BMW rim which is 34cm.
And let me tell you, the bigger the fan you install the more airflow you produce at the same speed as the small ones. So these fans can run very quietly at a slow speed. If Thomas puts 18db fans in there 👍
But we won't know until later for sure.

 

[AGP5000]

AGP5000, map clutch to a button. That way it will not stay on. I'm guessing you wanted to do some iRacing

Attempted to, yes. Thank you Sonac, that did work. And yes, that means my clutch is now useless I know support will help, it's just frustrating. Especially when I take very good care of it all.

 

[redmalloc]

Well the laugh is on me I guess. My repaired wheel arrived today. Although it mostly works it has some bizarre issues if I set a value for Sho (shock) or ABS.

In the case of abs, when I brake to the abs point, it starts activating buttons on the wheel semi-randomly. It likes "select" for example and the car view will cycle through the possibilities. I think there is a pattern to the buttons it activates but I can't figure it out and don't want to end up like the character in the movie Pi.

In the case of sho, the gas pedal activates buttons randomly. Even the switch for making changes on the wheel - so the wheel cycles through its options and stops on dpr which just flickers.

F_______ hilarious.

 

[AGP5000]

Well the laugh is on me I guess. My repaired wheel arrived today. Although it mostly works it has some bizarre issues if I set a value for Sho (shock) or ABS.

In the case of abs, when I brake to the abs point, it starts activating buttons on the wheel semi-randomly. It likes "select" for example and the car view will cycle through the possibilities. I think there is a pattern to the buttons it activates but I can't figure it out and don't want to end up like the character in the movie Pi.

In the case of sho, the gas pedal activates buttons randomly. Even the switch for making changes on the wheel - so the wheel cycles through its options and stops on dpr which just flickers.

F_______ hilarious.

Red,

Sometimes my wheel, when calibrating it via options on iRacing will un-asssign(somteimes shifter too) the wheel when I calibrate the gas pedal. So, I have to re-calibrate the wheel and shifter after I do the pedals......? This JUST started happening about 4 days ago when the clutch went. My clutch simply stays fully open/engaged.(CSP's) AND, as I said before, code-wheel sensor is all off..........

I know they WILL get to me. But, it is a matter of WHEN...............This is why I am getting very concerned over my investment. I look @ it like an investment since I plan on using it for years to come. As do all of us. Just the unfortunate few are getting problems not once, not twice, but many times over. It makes you think a bit if fanatec's products are long-term reliable........

I stand behind Thomas, but I am getting worried.

 

[redmalloc]

Red,

Sometimes my wheel, when calibrating it via options on iRacing will un-asssign(somteimes shifter too) the wheel when I calibrate the gas pedal. So, I have to re-calibrate the wheel and shifter after I do the pedals......? This JUST started happening about 4 days ago when the clutch went. My clutch simply stays fully open/engaged.(CSP's) AND, as I said before, code-wheel sensor is all off..........

I know they WILL get to me. But, it is a matter of WHEN...............This is why I am getting very concerned over my investment. I look @ it like an investment since I plan on using it for years to come. As do all of us. Just the unfortunate few are getting problems not once, not twice, but many times over. It makes you think a bit if fanatec's products are long-term reliable........

I stand behind Thomas, but I am getting worried.

I did not have any trouble with iRacing but I had sho and abs off and the CSP were connected to the pc via USB. I should test the pedals, sho and abs with the ps2 connection to the pedals->wheel. Could it be corrupted firmware?

Do you have the pedals connected via ps2 to the wheel or directly to the pc?

Edited to add: I found the whole firmware thing maddening. Why would anyone consider it reasonable to have to search a blog to locate firmware for a product? It should be officially available on the product website or not at all - but hidden in a blog?

 

[AGP5000]

I did not have any trouble with iRacing but I had sho and abs off and the CSP were connected to the pc via USB. I should test the pedals, sho and abs with the ps2 connection to the pedals->wheel. Could it be corrupted firmware?

Do you have the pedals connected via ps2 to the wheel or directly to the pc?

Only when connected directly to the wheel do I have this particular issue. PC, it's only the clutch, not the assign issue. I personally think there is an issue with the wheel tied in with the pedals. I have the 1.14driver installed.

Just infuriating red. obviously something needs to be done. But it will likely take weeks to get it done without proper timely support located here in the US. I know Darin is the contact, but he can only do so much as to helping....

 

[redmalloc]

Only when connected directly to the wheel do I have this particular issue. PC, it's only the clutch, not the assign issue. I personally think there is an issue with the wheel tied in with the pedals. I have the 1.14driver installed.

Just infuriating red. obviously something needs to be done. But it will likely take weeks to get it done without proper timely support located here in the US. I know Darin is the contact, but he can only do so much as to helping....

I hear you and feel a bit lost myself about what to do. I'd like to have a high-end wheel and keep the DFGT as a backup. The CSW seemed like the obvious choice but now...

Anyway, have you ever re-done/upgraded the firmware? I am not suggesting you do, just curious to know if that had any effect.

 

[AGP5000]

It has had NO affect as to how my wheel drives or anything. You can simply tell some bumps or more realism. I updated my driver about 1 month ago. So, it was not that.

It is the product itself.