Fanatec customer service?

[Jav]

Hello all! Thank's for looking here! So I'm having some problems with my 2 week old Carrera wheel and wrote to Fanatec and here's their reply:

*

Thank you for your support inquiry. Perhaps you heard about this e-mail address from *another source and you are not aware of the requirements we have in order to speed up the service process and give you a higher priority so we would like to mention it again:
*
Please..
…include a copy of your invoice (pdf) or order confirmation (e-mail) so that we have all order data
…write down the product name(s) and serial number(s) (can be found on the bottom of the product)
…do not send to multiple e-mail addresses. The request will only be processed if e-support@fanatec.com is the only recipient
…make sure you always include the full email history with every e-mail you send to support
…make a small video of your problem. Please send it directly by Email or upload the video to www.mediafire.com. Please try to keep it small! If we can verify the issue this will allow us to send you a replacement unit without waiting for a return of the product. Please do not use youtube or a similar service – we will need to download the file easily!
…make sure you have a problem which is not described in the FAQ
…read the manual. Sounds trivial but 20% of requests could be avoided if the user reads the manual.
… list the following info
Tested operating systems or game consoles on which the problem occurs
Tested games which show the problem
*
Only if you follow all of these rules, your request will be handled fast and smooth. Thank you.
*
In case your e-mail does not fulfill these requirements, please send us another email.

*
Ok, so now I proceed to send what they ask for and guess what! Still get the same reply!
If any of you guys have dealt with them before and can show me what is it that they want for a correct email I would greatly appreciated! I'm apparently to stupid to write a proper email to this people...
Any help is greatly appreciated!
Javier.

 

[Schmo]

Feel lucky you got a reply. I sent a request about my broken pedals... 2 weeks ago and no reply.

I love their products and promote them all other my own forum, but yet I have a hard time contacting them about broken equipment.

 

[EWS-USA]

I can't get a reply from them either.

 

[Rash-182]

You all should contact Thomas here.. his nickname is "Fanatec..." I was getting no reply from customer service and Thomas replied immediately

 

[Shecki]

If you can, can you post back here on what the problem is? It's just crazy, the amount of threads I've gone through on here with people having problems with brand new wheels. I'm really curious if it's faulty equipment, or user error. Where as it's close to impossible to get support from Fanatec (from what I keep reading on here), I'm hoping it's the latter of the two.

 

[the_greeze]

If you can, can you post back here on what the problem is? It's just crazy, the amount of threads I've gone through on here with people having problems with brand new wheels. I'm really curious if it's faulty equipment, or user error. Where as it's close to impossible to get support from Fanatec (from what I keep reading on here), I'm hoping it's the latter of the two.

I've gotta be honest; I'm pretty curious myself! I thought this Fanatec stuff was meant to be the best around but there are an awful lot of posts on here reciting problems. I need more reassurance before I commit to buy...

 

[Cale]

Feel lucky you got a reply. I sent a request about my broken pedals... 2 weeks ago and no reply.

I love their products and promote them all other my own forum, but yet I have a hard time contacting them about broken equipment.

Same happened to me. Now two years later I broke down and ordered new pedals.

 

[UK-Gamer]

I've gotta be honest; I'm pretty curious myself! I thought this Fanatec stuff was meant to be the best around but there are an awful lot of posts on here reciting problems. I need more reassurance before I commit to buy...

It is a situation that happens to some, you get many reporting problems but hardly any saying how good it is because you are having so much fun on it

Fanatec's service is *reportedly* slow but when they do get back, they do good work.

I haven't had any problems with my Fanatec yet.

 

[greekbull]

It is a situation that happens to some, you get many reporting problems but hardly any saying how good it is because you are having so much fun on it

Fanatec's service is *reportedly* slow but when they do get back, they do good work.

I haven't had any problems with my Fanatec yet.

I would recommend PMing Thomas. I have had an immediate response to any questions that I've had. In fact I've been very impressed with their service so far. Also remember your dealing with a company in Germany so if your in the US they are 6 to 9 hours ahead of you on time.

And UK Gamer is right very often you get to see all of the problems online but not many people are on Forums talking about the prompt customer service they received or the wonderful product they have and those people far outweigh the complaints.

 

[Jav]

If you can, can you post back here on what the problem is? It's just crazy, the amount of threads I've gone through on here with people having problems with brand new wheels. I'm really curious if it's faulty equipment, or user error. Where as it's close to impossible to get support from Fanatec (from what I keep reading on here), I'm hoping it's the latter of the two.

Ok, here's the problem I'm having:

The 2 week old 911 Carrera wheel simply stopped responding from one moment to the other.

I tried turning off and on again and the wheel does the calibration rotation normally and starts automatically on PS3 mode without me doing it manually.

I installed the driver on my PC and tried, when I start the wheel connected to the PC it automatically switches to PC mode.

I ran the tests on the PC and everything seems to be working ok, but yet nothing on the PS3.

Whe I disconnect the wheel from the PC it wont go into PS3 mode unless I turn it off and back on, on wich case it goes automatically into PS3 mode and is totally unresponsive, nothing works.

Does anyone here has have something like this happen to you?
I really don't want to spend the hollidays with a broken wheel and a six axis on my hand...

 

[Jav]

Ok, so I wrote to Thomas and he quickly replied and asked for my information so he could keep track of my case. I really hope we can resolve this without me having to send my wheel out...
I'll update this as things go and let you guys know what's happening.
Thank's for your advice and suggestions guys!

 

[Schmo]

Which way did you contact him? Still trying to get an answer about my defective pedals.

 

[waxweazle]

Hey Guys,

I had 2 issues with my GT3RS V2 Wheel and here is what I'd done to resolve quick response.

Write an email to e-support@fanatec.com containing:
- a short video that shows the fault (e.g. the wheel don't calibrate after turning it on)
- the pdf file of your invoice
- a picture of the serial number (at the bottom of the wheel or paddles)
- a text describing the fault and maybe some trials to resolve it

Important:
- every time you write an email to the e-support you receive a generated response like Javier posted
- only send your email once, if you don’t get a reply call the number I’ll tell you soon

After sending the email I’d also called the customer support:

Endor AG Hotline:
+49 (871) 9221 299 (Mo-Fr 14.00-16.00)

It is a german number and also the time slot is CET.

Explain that you sent an email weeks ago and repeat the problem. If the friendly guy knows your problem and you had sent the email with the content described above, than he reply your mail and send you a link to a form to fill in.

I hope I could help you a little bit.

Sorry for the bad english...

 

[RC45]

I have had my GT2 wheel for 2 days and put abotu 10 hours on it - and it has already failed in-game twice.

This really seems to be a pattern with Fanatec. Shipping batches of faulty wheels. At teh price they charge these darn things should be tested and given a burn-in before they ship. I have 4 years of zero issues with my G25.

 

[greekbull]

I have had my GT2 wheel for 2 days and put abotu 10 hours on it - and it has already failed in-game twice.

This really seems to be a pattern with Fanatec. Shipping batches of faulty wheels. At teh price they charge these darn things should be tested and given a burn-in before they ship. I have 4 years of zero issues with my G25.

What are the symptoms and how did you resolve?

I've had one in game failure and was panicing because I couldn't get t back in ps3 mode until I figure that it was my fault. I knocked the USB cord slightly loose. Once that was snug it worked perfect ever since.

 

[capt_aaa1]

Fanatec is far from even decent customer service let alone customer satisfaction, after five long weeks of back and forth emails they realized that the shipments (three packages with different tracking #s) were lost!

Since day one I suspected something wrong as the USPS info didn't confirm that the packages were picked up by them.

I asked for a refund after two weeks but I was told to wait for the items then I can refuse delivery and then when they receive it I would get my money back, I reiterated the fact that all USPS PMI takes ten days max to deliver but to no avail.

To make things worse, I received an email on Dec 14th from their warehouse in California (Kate) stating that the items are lost and they can reship the same items again, so I agreed but mentioned that I would be away and would rather got them shipped end of Dec, however, out of nowhere on Dec 21st I received a dull email from Sabine in Germany stating again that the items are lost and that I was refunded!

Upon questioning the reason I was refunded now after Kate in USA offered to reship the items I received another gloomy and arrogant email stating that staff in USA are only shippers and they don't decide how to resolve the issues!

Furthermore, she mentioned that if I need the same items again then I have to place a new order with the new prices which would be much higher than what I paid (nearly CAD.500).

This is the end of saga with Fanatec, an arrogant small company that doesn't have a clue about CS (Customer service) I have been dealing with many retailers around the globe and by far I have never encountered such a nightmare.

Good products but below par customer service is unacceptable.

Will never buy from them, will never recommend them.

 

[RC45]

What are the symptoms and how did you resolve?

I've had one in game failure and was panicing because I couldn't get t back in ps3 mode until I figure that it was my fault. I knocked the USB cord slightly loose. Once that was snug it worked perfect ever since.

Lap 4 of 5 lap NASCAR race in GT5 and the wheel just rotate to the rioght 90* and the in came car veered to the left and stopped.

The PS3 symbols showed on the wheel, it was on bu not responding and "locked" at 90* to the right.
I powered the wheel off. Powered it on, it did its calibration thing and displayed "---".

I put it in PS3 mode and it worked again. The second was a similar situation but in a slef-made track in practice.

I have been able to centre the wheel in PC mode, btu when switching to PS3 mode it cocks about 1* to the left. Not thatmuch of an issue but we shall see.

Fanatec is far from even decent customer service let alone customer satisfaction, after five long weeks of back and forth emails they realized that the shipments (three packages with different tracking #s) were lost!

Since day one I suspected something wrong as the USPS info didn't confirm that the packages were picked up by them.

I asked for a refund after two weeks but I was told to wait for the items then I can refuse delivery and then when they receive it I would get my money back, I reiterated the fact that all USPS PMI takes ten days max to deliver but to no avail.

To make things worse, I received an email on Dec 14th from their warehouse in California (Kate) stating that the items are lost and they can reship the same items again, so I agreed but mentioned that I would be away and would rather got them shipped end of Dec, however, out of nowhere on Dec 21st I received a dull email from Sabine in Germany stating again that the items are lost and that I was refunded!

Upon questioning the reason I was refunded now after Kate in USA offered to reship the items I received another gloomy and arrogant email stating that staff in USA are only shippers and they don't decide how to resolve the issues!

Furthermore, she mentioned that if I need the same items again then I have to place a new order with the new prices which would be much higher than what I paid (nearly CAD.500).

This is the end of saga with Fanatec, an arrogant small company that doesn't have a clue about CS (Customer service) I have been dealing with many retailers around the globe and by far I have never encountered such a nightmare.

Good products but below par customer service is unacceptable.

Will never buy from them, will never recommend them.

I wen through a similar issue a couple years ago, but I was just tryng to get a wheel shipped but it was on backorder. I gave up, after they billed me and said I am on backorder. They refunded the money thanfully - but all th ehorror stories I read concenred me. I hope I haent taken the plunge only to get burbed with bad hardware this time.

We shall see I guess.

 

[greekbull]

My wheel stops about 5deg to the left after I turn it on but it seems to be tracking straight on the track. My wheel did about the same thing where I all of a sudden had no input but the lights were on. After panicking and looking around frantically I noticed the USB cord was a bit loose although plugged in. Once I pushed it firm the wheel worked fine.

 

[lator-illa]

Ok after seeing the review from the homepage and seeing the quality of the products on their website, I was heavily contemplating in selling my G25 for the new GT2 set. But after reading these posts, i'm having second-thoughts. If I shell out $500 dollars USD for these, I expect damn near perfect customer service. I would never expect to not get a reply, and would have to resort to PM'ing someone in a forum. Out of the years i've had with the G25, it has given me ZERO problems. I think i'd rather stick with what's working than having an EXPENSIVE buyer's remorse.

 

[greekbull]

Ok after seeing the review from the homepage and seeing the quality of the products on their website, I was heavily contemplating in selling my G25 for the new GT2 set. But after reading these posts, i'm having second-thoughts. If I shell out $500 dollars USD for these, I expect damn near perfect customer service. I would never expect to not get a reply, and would have to resort to PM'ing someone in a forum. Out of the years i've had with the G25, it has given me ZERO problems. I think i'd rather stick with what's working than having an EXPENSIVE buyer's remorse.

Well I agree you want good service but I've yet to see someone that wasn't taken care of by Fanatec. Every case I've seen where there was a problem with the wheel you hear that Fanatec has sent a replacement. Now sometimes there are delays but your dealing with a foreign company and they are on a different time schedule. I personally have had great responses from them not only on the forum but from Claudia via email after my order.

I think the majority of people complaining need to look at some of the root problems. Fanatec can't really be blamed for a backordered. It appears on their website that they are very open and accurate about supply of items and when to expect shipment. That estimate was dead on with my GT2 order. And I'm currently waiting on my shifter which I know won't be available until January.

You also can't blame Fanatec when USPS loses a shipment. It looks like they did what any company including the one I currently work for would do wait a bit to see if USPS finds it before sending a duplicate shipment. And I have seen USPS lose many things. Now in the case above it sounds like wires where crossed when he told them to please refund him and then communicated with the warehouse to please ship the product.

Read it how you will but I'm a very satisfied customer and also one with realistic expectations when dealing with a company that's providing products from overseas.

 

[MentholMoose]

Fanatec is far from even decent customer service let alone customer satisfaction, after five long weeks of back and forth emails they realized that the shipments (three packages with different tracking #s) were lost!

Since day one I suspected something wrong as the USPS info didn't confirm that the packages were picked up by them.

I guess you are not familiar with USPS. Their tracking system is horrible. It is not even remotely real-time. I've sent packages with tracking where the tracking number literally never showed up in their system, even though I was able to confirm with the recipient that it was received.

The most common scenario is that the tracking shows "billing information received" from the day it's sent until it shows as "delivered". It is very difficult to determine whether or not a package was lost by USPS, so even though Fanatec support obviously made some mistakes, don't blame Fanatec too much for problems caused by USPS.

 

[RC45]

Ok after seeing the review from the homepage and seeing the quality of the products on their website, I was heavily contemplating in selling my G25 for the new GT2 set. But after reading these posts, i'm having second-thoughts. If I shell out $500 dollars USD for these, I expect damn near perfect customer service. I would never expect to not get a reply, and would have to resort to PM'ing someone in a forum. Out of the years i've had with the G25, it has given me ZERO problems. I think i'd rather stick with what's working than having an EXPENSIVE buyer's remorse.

I had an eye on the GT3RS but have been 100% happy with the G25 over the years - I really wanted the GT2 for the FM3 support on the XBox360. In fact it is the only game in town for the 360.

If youare only looking for PC/PS3 support, then the GT3/GT2 is ahard sacrifice to make if you have no issues with the G25 - if you have the $500 spare then by all means go for it.

 

[greekbull]

I guess you are not familiar with USPS. Their tracking system is horrible. It is not even remotely real-time. I've sent packages with tracking where the tracking number literally never showed up in their system, even though I was able to confirm with the recipient that it was received.

The most common scenario is that the tracking shows "billing information received" from the day it's sent until it shows as "delivered". It is very difficult to determine whether or not a package was lost by USPS, so even though Fanatec support obviously made some mistakes, don't blame Fanatec too much for problems caused by USPS.

Agreed^^^ the majority of shipments I've made and received show billing information received sometimes after my package has showed up on my doorstep or where I was sending one. It certainly doesn't mean it was never sent.

 

[lator-illa]

I had an eye on the GT3RS but have been 100% happy with the G25 over the years - I really wanted the GT2 for the FM3 support on the XBox360. In fact it is the only game in town for the 360.

If youare only looking for PC/PS3 support, then the GT3/GT2 is ahard sacrifice to make if you have no issues with the G25 - if you have the $500 spare then by all means go for it.

The reason why i'm thinking of getting the GT2 is because of the 360 support. I also have Forza so having one wheel for both systems is a HUGE bonus.

 

[capt_aaa1]

I guess you are not familiar with USPS. Their tracking system is horrible. It is not even remotely real-time. I've sent packages with tracking where the tracking number literally never showed up in their system, even though I was able to confirm with the recipient that it was received.

The most common scenario is that the tracking shows "billing information received" from the day it's sent until it shows as "delivered". It is very difficult to determine whether or not a package was lost by USPS, so even though Fanatec support obviously made some mistakes, don't blame Fanatec too much for problems caused by USPS.

The issue here is not blaming but how this small company is handling its CS dept and how they deal with their potential customers, USPS is the vehicle they use it to deliver their product and for me as a Fanatec customer I deal directly with them not with USPS.

Also, when they were informed that items were not delivered after the expected delivery date has passed and initially asked for a full refund, Fanatec should have been proactive and either refund or reship replacement items instead of insisting that items are in transit and I should refuse delivery so when they receive it back I can be refunded.

Five weeks and tens of emails is a bad experience, they got great products but pathetic CS and customer retention policy.

 

[Meelapo]

The issue here is not blaming but how this small company is handling its CS dept and how they deal with their potential customers, USPS is the vehicle they use it to deliver their product and for me as a Fanatec customer I deal directly with them not with USPS.

Also, when they were informed that items were not delivered after the expected delivery date has passed and initially asked for a full refund, Fanatec should have been proactive and either refund or reship replacement items instead of insisting that items are in transit and I should refuse delivery so when they receive it back I can be refunded.

Five weeks and tens of emails is a bad experience, they got great products but pathetic CS and customer retention policy.

I have to agree with capt_aaa1 here. It doesn't matter about USPS. As a customer you are purchasing items from Fanatec. Whether they use USPS, UPS, Fedex, or they drive it to your house directly it doesn't matter. If there are problems then it's up to the company to fix the issues by changing providers.

That being said, I think Fanatec's problem here is the company in the USA that they are using to ship the products out. I think they need to change because the people they are using are useless. And unfortunately, this reflects badly on Fanatec.

Hopefully they see all these complaints and start investing money in customer service rather than spending it on R&D to make handbrakes and shifters. Take care of your current customer base before you start trying to get more people because clearly you don't have the infrastructure for it.

 

[greekbull]

The issue here is not blaming but how this small company is handling its CS dept and how they deal with their potential customers, USPS is the vehicle they use it to deliver their product and for me as a Fanatec customer I deal directly with them not with USPS.

Also, when they were informed that items were not delivered after the expected delivery date has passed and initially asked for a full refund, Fanatec should have been proactive and either refund or reship replacement items instead of insisting that items are in transit and I should refuse delivery so when they receive it back I can be refunded.

Five weeks and tens of emails is a bad experience, they got great products but pathetic CS and customer retention policy.

I understand what your saying but any company Logitech included would make you wait a while past the expected delivery date to see if your product happens to show up. That's how the claims process works as well. If you insure a package they make you wait weeks before you can collect on a lost package. Now maybe they made you wait too long not sure. But nobody will just throw another package in the mail immediately because the majority of stuff does turn up eventually.

 

[blacbul67]

capt_aaa1, Sorry to hear about your experience, but it couldn't be anymore different from mine. I have been an owner of a fanatec set up for a year now and from the moment of my pre ordering a Turbo S clubsport edition on the 26.9.09 my dealings with them have been faultless.

The goods arrived as promised, all in full working order. Since then I have contacted Fanatec esupport on two occasions one for an illustration of what a properly installed shifter adapter,rennesport wheelstand and wheel look together from below.

I recieved a prompt response of an emailed photograph from Armin.

and secondly on 19th Dec 2010 I sent the following email;


Hello

I have had my clubsport pedals for a year now but unfortunately they have now developed a problem. The brake pedal appears to "stick", it either stays on or doesn't register any input at all. This happens whether I am on Xbox, PS3 or PC. I have re-installed firmware, disassembled the pedals, cleaned, re-lubricated and reassembled them as instructed on your video (twice) but the problem remains, I am not looking for a replacement set of pedals (at this stage) as I am hopeful the problem can be addressed with the fitting a new load cell and/or circuit board.

I have enclosed my original invoice and my order number For PWTS Clubsport edition was XXXX


I quickly received the standard message also received by Jav who started this thread...


Thank you for your support inquiry. Perhaps you heard about this e-mail address from another source and you are not aware of the requirements we have in order to speed up the service process and give you a higher priority so we would like to mention it again:

Please..
…include a copy of your invoice (pdf) or order confirmation (e-mail) so that we have all order data
…write down the product name(s) and serial number(s) (can be found on the bottom of the product)
…do not send to multiple e-mail addresses. The request will only be processed if e-support@fanatec.com is the only recipient
…make sure you always include the full email history with every e-mail you send to support
…make a small video of your problem. Please send it directly by Email or upload the video to www.mediafire.com. Please try to keep it small! If we can verify the issue this will allow us to send you a replacement unit without waiting for a return of the product. Please do not use youtube or a similar service – we will need to download the file easily!
…make sure you have a problem which is not described in the FAQ
…read the manual. Sounds trivial but 20% of requests could be avoided if the user reads the manual.
… list the following info
Tested operating systems or game consoles on which the problem occurs
Tested games which show the problem

Only if you follow all of these rules, your request will be handled fast and smooth. Thank you.

In case your e-mail does not fulfill these requirements, please send us another email.

I didn't meet all the requirements stipulated in the email as I hadn't sent in a video so I expected a longer wait for a response however, yesterday (22nd December) I received this email from Armin;

Hi,

Thank you for your description and analysis. We will send you a new load cell directly. Please give me some feedback if everything is done. The cable to the load cell is easy to harm so please take care. We will secure it with an additional drop of glue.

Best regards,
Armin
(Fanatec Support Team)

Now it is not done and dusted, I don't have the new load cell yet and don't know if it will solve the problem till I have fitted it, but as you can see there as been nothing negative about the process, Fanatec's response, timeliness or attitude.

So please folks don't let the unfortunate incidents that are so strongly highlighed in forums such as this put you off some fantastic products.

 

[Meelapo]

capt_aaa1, Sorry to hear about your experience, but it couldn't be anymore different from mine....

Good to hear you had your problems sorted out. Unfortunately, not everyone gets treated with the same prompt replies like you. There's where the problem is. There isn't any consistency. Someone can send in a e-support email and get a response within a few days. Other people send an email, get a canned response, and never hear back from Fanatec. I can personally say that three weeks ago I sent in pictures, links to videos, and everything about my problem and I haven't received any support back. If your claim that Fanatec support is great then why are they selectively helping people?

I think Fanatec makes a decent product and when people ask me I tell them so. I do, however, also preface it with the fact that if anything goes wrong with it then chances of you getting help are hit and miss. Some people don't care, others need and would rather have better customer support for something that they have to pay $500 for.

Again, you may be happy with your support but others who get ignored are not.

 

[Schmo]

<snip>

Been almost 2 weeks since my first email. Sent another yesterday with everything listed as they requested, even broke out the camcorder for a small video of the issue. So hoping I can get a timely reply on that one.

I love my PWTS with a passion. Works great, and firmware upgrades made it better. And I promote their product on my Xbox forum when someone asks about a good wheel. The only downfall are these broken pedals I have. Funny thing is I dont want them replaced, I want to pay for an upgrade to the CSP. I dont want to pay full price when I have busted pedals. Hopefully they pull through.

Till then I stare at the GT Academy button, as my pedals arent working 100% to complete.