Fanatec customer service?

[maks]

webshop.usa@endor.ag This is for US inquires. If you need support, you need to use e-support@fanatec.com BUT, you need to follow a procedural list in order to get a response. If you do though, you will get a timely response.

If they do not respond within 2 business days, simply try again. I am sure with FM4 & the new products, they are getting inundated with emails & calls. Just speak up a little, and you will get a response. Always worked for me!

And, if you have a pending order, and need contact info to the USA warehouse to see where your shipment is or sits, PM me, I have info that can help you out immediately.

Thank you! I actually wanted to see if i could do a portion of my payment through one card and the remaining balance on another. Simple question that would need personal attention since the webshop doesn't look like it has that capability

 

[Spagetti69]

Received my package today (Monday) after reporting Thursday.

Thank you.

 

[hotfoot]

I contacted them about a problem, code wheel sensor, and got a response within an hour. fixed within a week. simple.

I havnt read all the posts here, but have heard bad things previously. they must have sorted out an issues they have with customer service because i thought it was excellent.

best regards.

 

[original poster]

Bad customer service is 110% a thing of the past now, thank god!

 

[amf7]

Darin gangi from ISR is head of customer service and press stuff and he is running things efficiently and effectively good decision by Thomas to employ Darin imo

 

[Patrocles]

Darin gangi from ISR is head of customer service and press stuff and he is running things efficiently and effectively good decision by Thomas to employ Darin imo

If this is a good indication of Darin's work then the release of the 3 new wheels and the customer service should go quite smoothly over the next few months!

👍

 

[amf7]

If this is a good indication of Darin's work then the release of the 3 new wheels and the customer service should go quite smoothly over the next few months!

👍

That's the idea

 

[NEO_saffy_7]

I ordered a GT3RS about a year ago, the wheel didn't work on ps3 but did on pc.
I tried contacting the customer support service many times, but i got no reply, sold it on ebay as faulty.

Fanatec=NO RECOMMENDED!

 

[Energizerrr]

I ordered a GT3RS about a year ago, the wheel didn't work on ps3 but did on pc.
I tried contacting the customer support service many times, but i got no reply, sold it on ebay as faulty.

Fanatec=NO RECOMMENDED!

1 year? A lot has been changed since 2010 mate, especialy for Fanatec.
Emailed them? What e-mail adress did you use? I always got a reply within 24 hours at most (usualy the reply came on the same day).
Fanatec's CS email is: webshop.eu@.endor.ag (Europe) and webshop.usa@.endor.ag (for America)

I just want to say I got my GT3 RS CS edition and I'm very happy.
I'm building the rig for it and I'll test it when the rig gets finished.
Fanatec's customer service is great. They sent me the products even though I live in a country which isn't supported by their web-store, I got everything done via e-mail. No delays - products arrived exactly 7 days after my payment.
Products have great build quality and their customer service is great, I got the wheel on Friday and hadn't turned it on/tested it yet so I didn't vote, yet.

 

[Energizerrr]

I tested my wheel and it's working flawlessly!
There goes my vote, Fanatec's an AWESOME company.

 

[Vaxxtx]

My standard Porsche Wheel pedals that I purchased (August 31st) with my GT2 have stopped working. The brake pedal doesnt give full force in the telemtry screen. Its very erratic when you apply full force, as far as jumping up and down but not at full.

I emailed the issue to the address above to USA support. They sent back an automated response with a checklist of what I need to send them. List was things like product number, a video of the issue, what system, and what game the issue was tested on. I followed that list.

I know I will not get a response until Monday I assume. I will update as I go through the process.

 

[Energizerrr]

My standard Porsche Wheel pedals that I purchased (August 31st) with my GT2 have stopped working. The brake pedal doesnt give full force in the telemtry screen. Its very erratic when you apply full force, as far as jumping up and down but not at full.

I emailed the issue to the address above to USA support. They sent back an automated response with a checklist of what I need to send them. List was things like product number, a video of the issue, what system, and what game the issue was tested on. I followed that list.

I know I will not get a response until Monday I assume. I will update as I go through the process.

Sensor malfunction I see, standard pedals are notorious for that.

 

[NEO_saffy_7]

1 year? A lot has been changed since 2010 mate.

Couldn't care less, Fanatec put my money to waste

 

[Spagetti69]

Couldn't care less, Fanatec put my money to waste

I doubt that. I think they invested it towards these newer wheels.

Sorry mate.

 

[AGP5000]

My standard Porsche Wheel pedals that I purchased (August 31st) with my GT2 have stopped working. The brake pedal doesnt give full force in the telemtry screen. Its very erratic when you apply full force, as far as jumping up and down but not at full.

I emailed the issue to the address above to USA support. They sent back an automated response with a checklist of what I need to send them. List was things like product number, a video of the issue, what system, and what game the issue was tested on. I followed that list.

I know I will not get a response until Monday I assume. I will update as I go through the process.

Don't worry Vaxxtx, they will offer you one of 3 things. Either a NEW set of standards, or a discount for what you paid on them toward either CSP's or CSR Elite's and FREE shipping. It happened about 3 weeks for me back in April.

Thankfully, I had enough set aside to plunge into the CSP's. Best decision made, period. Also took them up on the tuning kit since free shipping was proposed, btw.

One piece of advice for now, which worked for me while I waited. Simply unplug and replug the pedals back in. Seems to be a pseudo fix for the time being. Mine still intermittently work @ times. Just to test them out. But, after about 1-2 hours, they go awry again. I even had them in a stable position.

 

[Vaxxtx]

Don't worry Vaxxtx, they will offer you one of 3 things. Either a NEW set of standards, or a discount for what you paid on them toward either CSP's or CSR Elite's and FREE shipping. It happened about 3 weeks for me back in April.

Thankfully, I had enough set aside to plunge into the CSP's. Best decision made, period. Also took them up on the tuning kit since free shipping was proposed, btw.

One piece of advice for now, which worked for me while I waited. Simply unplug and replug the pedals back in. Seems to be a pseudo fix for the time being. Mine still intermittently work @ times. Just to test them out. But, after about 1-2 hours, they go awry again. I even had them in a stable position.

Thing is, I already have CSR Elite pedals pre-ordered. But since I paid $50 + shipping, I would still like some kind of resolution. I sure wouldnt mind some CSP's, since I am sure they could ship them eariler than the CSR Elites. Dunno.

I tried unplugging them, and plugging them back in. It worked once. After that one time, its still going from 55-65% full. Argh.

 

[Vaxxtx]

My standard Porsche Wheel pedals that I purchased (August 31st) with my GT2 have stopped working. The brake pedal doesnt give full force in the telemtry screen. Its very erratic when you apply full force, as far as jumping up and down but not at full.

I emailed the issue to the address above to USA support. They sent back an automated response with a checklist of what I need to send them. List was things like product number, a video of the issue, what system, and what game the issue was tested on. I followed that list.

I know I will not get a response until Monday I assume. I will update as I go through the process.

Business day 1 down with no response. Granted its close to release of their new line, and a Monday. But just keeping it updated.

 

[am0eba]

Vaxxtx, I'm in a similar situation... My (replacement) GT2 recently stopped functioning in PC and PS3 mode (Still works great in Xbox mode).

I sent an email to Fanatec this weekend, and like you, the first full business day has passed without anything other than the automated form letter response, which I received immediately.

So, am I jinxed, with 2 bad GT2 wheels in a row, or is this just the way it is, and I can expect constant failures and long turnaround times?...

I ordered my GT2 wheel on August 4. It didn't work properly out of the box. Took almost a month to get it replaced, only to have the replacement fail within a month. Have almost spent more time troubleshooting than being able to use it the way it was intended...

Just wondering.

_Dave_

 

[Vaxxtx]

Business day 1 down with no response. Granted its close to release of their new line, and a Monday. But just keeping it updated.

Got a response back at 3:31am Central time. They offered to replace my current Standard Pedals, or refund the full price into the Clubsport Pedals. Since I already pre-paid for the CSR Elites, I opted to just change that order to the Clubsports.

I went to the RMA link that was sent to fill out the form with all the information, including asking to change my order from the CSR Elites to the CSP. After clicking sumbit on the website, I get an e-mail rightaway saying:

Message could not be delivered. Error was: The mailbox is not available on this system

I e-mailed again to ask if the RMA was recieved. I got a prompt reply saying there was a little system error, but it was recieved and being worked on.

So so far so good.

UPDATE* So all I wanted to do was change my order from the CSR Elites, to the Clubsport Pedals using the deal offered to me. But I get an e-mail from paypal saying the amount I paid for Standard Pedals was refunded from Fanatec. Huh? So now I still have my pre-order for the CSR Elites as paid and pending. I am not understanding why the money was refunded to me, if I want the CSPs.

This is were a customer service line would come in handy.

Vaxxtx, I'm in a similar situation... My (replacement) GT2 recently stopped functioning in PC and PS3 mode (Still works great in Xbox mode).

I sent an email to Fanatec this weekend, and like you, the first full business day has passed without anything other than the automated form letter response, which I received immediately.

So, am I jinxed, with 2 bad GT2 wheels in a row, or is this just the way it is, and I can expect constant failures and long turnaround times?...

I ordered my GT2 wheel on August 4. It didn't work properly out of the box. Took almost a month to get it replaced, only to have the replacement fail within a month. Have almost spent more time troubleshooting than being able to use it the way it was intended...

Just wondering.

_Dave_

I feel your frustration. Especially on a purchase like that.

 

[am0eba]

Vaxxtx, I got the same error email when I filled out the RMA form for my replacement GT2. I emailed Fanatec with concern, and got an immediate response saying there's a little problem, but they got my info. This was back in August. They've got a lot of things to work on in the customer service area.

I still have not received a response on my latest problem, and it's already 9PM in Germany, so I guess that's another full business day without a meaningful response.

Maybe I'll meander over to Inside Sim Racing and see if the newly-appointed US customer service guru, Darin Gangi, has any helpful advice...

_Dave_

PS: Vaxxtx, when I sent back my first malfed GT2 wheel to the Chandler, Arizona location specified in the RMA, it took a full week from the time UPS first tried to deliver it before it was accepted by the Fanatec rep there. If you're returning your old pedals, don't hold your breath!

 

[redmalloc]

Ok, I just (11pm PST Oct 4th) sent in my support request email. Auto-reply received moments after I hit send.

This is for my GT3rs with faulty force feedback.

 

[Symtex]

I wanted to pre-order but I had a question. Fill the form on the website. no reply in 2 days. Not sure if this is the kind of service I should expect from Fanatec.

 

[AGP5000]

I wanted to pre-order but I had a question. Fill the form on the website. no reply in 2 days. Not sure if this is the kind of service I should expect from Fanatec.

Don't fret or worry. They are busy right now trying to fill massive amounts of orders. Simply email them again. They WILL respond. I just received my order will ship now for my CSR shifter set. So they might just be backlogged with questions and inquiries.

They have come lightyears with their CS from earlier this year. Believe me, I was one of the bashers earlier this year.

 

[am0eba]

Fanatec got back to me last night, and no surprise, asked me to send a video of the problem... Okay, pain in the butt, but if it gets results, fine. I can't believe how much time and effort I've put into this "simple" purchase.

_Dave_

 

[Energizerrr]

What I realised from this thread is, no matter that Darin is working for Fanatec - Fanatec's US support is not on Fanatec EU's level.
I got my whole purchase arranged via e-mail and Fanatec's replies came (literally) within minutes.
AFAIK Fanatec's EU CS is beyond amazing.

 

[Vaxxtx]

While I am very happy with my Fanatec GT2 wheel, I am still displeased with how hard it is to communicate with CS. I am still in the middle of trying to get this pedal issue done, and will post the process I went through as soon as it is completed.

 

[Vaxxtx]

Here is my e-mail conversations with Fanatec. Sadly, such good products, but such horrible communication.

Bottom line is, if you are just placing a normal order, you will probably be pleased. But if you need ANYTHING else, you are in for a long brutal battle with complete lack of communication. A SIMPLE phone call would have made this whole thing avoidable. But trying to comminucate with Fanatec CS over e-mails (during thier business hours while being on US time) is horrid.

This is the e-mail after I sent them the video/invoice/SN. and everything else they wanted on OCTOBER 1st. I Put on their web form that I wanted to upgrade to the CSP's and use the money I spent on my Pre-Order of the CSR Elites, and Stardard pedals that are not working. Here is the fun that followed:

OCTOBER 4th
Hello,

Thank you for your detailed description/video. I am already sure that you will need a replacement. To speed things up we will send you a new set without aiting for any return right now. Please fill out the following support form and copy&paste your problem description + the serial number of the pedals (you can find it on the base). Also mention that I suggested to send you a new pedal set (important!!). Then you will then receive no further questions of our office ;-) Thank you!


In case you want to upgrade to the ClubSport pedals please also write down that I offered a refund of the full retail price of the standard pedals. Of course shipping will be for free if you take this offer.


Important/legal notice: Please keep in mind that if we don't ask you for a return of the defective product, it MAY NOT be sold and there is no longer any support or warranty for the defective product which will be exchanged! In this case the customer is supposed to destroy and/or to dispose the product.


Best Regards / Mit freundlichen Grüßen


Johannes Kirsch

(Fanatec Support Team)

Thanks,

OCTOBER 4th
I filled out the form, but I keep getting an e-mail after I submit saying:

"Message could not be delivered. Error was: The mailbox is not available on this system
The following recipient(s) could not be reached:

[SFk-ware.de/tg]"

Is the RMA going through?

OCTOBER 4th
Hi Shannon,

there is a little system-error, but we´ve received your RMA.
My colleague will contact you about the further procedure as soon as she works on it.


Best Regards / Mit freundlichen Grüßen

Johannes Kirsch

(Fanatec Support Team)

OCTOBER 4th
Thank you so much. I was worried.

OCTOBER 4th

Johannes,
I just recieved a refund for the Standard Pedals, and I dont understand why.

I would like to take the offer of purchasing the Clubsport Pedals and free shipping, with the money I have already pre-paid for the CSR Elite pedals (Order #______) and my purchase of the Standard Pedals.

So how can I change the CSR Elite Pedals to the Clubsport Pedals if you refund my purchase of the Standard Pedals?

OCTOBER 5th
Hi Shannon,

I´m sorry, that there went something wrong.

I´ve forwarded your message to my colleague. She will contact you about the upgrade.

Best Regards / Mit freundlichen Grüßen

Johannes Kirsch

(Fanatec Support Team)

OCTOBER 5th
Hello,

you´ve received the refund because you already made an order for the CSR Elite pedals.

We hope, that´s ok for you

Best Regards / Mit freundlichen Grüßen

Johannes Kirsch

(Fanatec Support Team)

OCTOBER 5th (I got frustrated and figured I want ANY working pedal set by this point)
Thats fine. Thank you.

OCTOBER 5th
Hello,

if you still want an upgrade to CSP, of course there still is the possibility, even you´ve made a pre-order of the CSR Elite pedals.

Best Regards / Mit freundlichen Grüßen
Johannes Kirsch
(Fanatec Support Team)

OCTOBER 5th
If you have the CSP's in stock and can ship soon, I would like to pay the difference and upgrade to the CSP's.

OCTOBER 6th
Hello,

I´m really sorry about the misunderstanding.

I´ve informed my colleague about the upgrade and she will contact you

Best Regards / Mit freundlichen Grüßen

Johannes Kirsch

(Fanatec Support Team)

OCTOBER 6th

Hello Shannon,

I see that your order was shipped yesterday.

I hope this is ok for you. If not please refuse the delivery of the shipped CSR Elite Pedals.

Mit freundlichen Grüßen
Best regards

Fanatec_Gameshop

Claudia Faltermeier

OCTOBER 6th
Hello Shannon,

sorry for the misunderstanding.

You want the CSR Elite Pedals and a Clubsport Pedal upgrade, right?

Mit freundlichen Grüßen
Best regards

Fanatec_Gameshop

Claudia Faltermeier

OCTOBER 6th
No, I want to change from the CSR Elite to the Clubsport and pay the difference. Can this be done?


OCTOBER 6th
Hello,
the CSR Elite Pedal was shipped yesterday.

You can now refuse the delivery and let it go back. When it is back on stock I can change this.

Mit freundlichen Grüßen

Fanatec_Gameshop

Claudia Faltermeier

Best regards

OCTOBER 6th

I do not have a tracking number yet. But if they have already shipped, I will just keep them. I dont know why this was so hard.

I asked to get my order changed on October 4th. And then asked for it to be changed 4 times now. No its too late.

Ill just keep the CSR Elites...

OCTOBER 6th
Hello,

I apologize for this.

I got the information from Johannes too late.


Mit freundlichen Grüßen

Best regards

Fanatec_Gameshop

Claudia Faltermeier

OCTOBER 6th
So can you confirm the pedals have shipped? Because I still have no tracking number, just an e-mail saying they are shipping soon.

OCTOBER 6th
Hello Shannon,

UPS trackingnumber:________________

Mit freundlichen Grüßen

Best regards

Fanatec_Gameshop

Claudia Faltermeier

 

[redmalloc]

I got a reply today (1.5 day response time - good) and was asked to continue testing it to see if it gets worse (?). Or I can send it in to be analyzed. I guess I did not stress enough that it is f_____ up and I need a new one.

Anyway, I replied and said I'd like to send it in & how long will it take.

If this service request doesn't go very well I guess I'll be reconsidering the CSW.

 

[am0eba]

And now my turn to contribute...

After I sent the requested video, Fanatec emailed asking if I have installed the driver software.

expletive

Yes, in my email I stated that the GT2 wheel had been working and then stopped...

Why is it so difficult?

Now, I need to spend more hours trying to document my misery as I try to get them to acknowledge that I need a better response from them?

I was apprehensive when I decided to purchase the wheel... I went ahead, because I figured they were making noises about trying to improve their customer support...

In case you're considering a Fanatec purchase, beware! You may end up facing the kind of frustration that I and others are documenting here.

The painful cycle of waiting days for drips of communication and backward "progress" are possibly the most frustrating part of the whole ordeal... I'm dreading the next few weeks instead of looking forward to enjoying using my brand new GT2 wheel on GT5 Spec 2 and Forza 4!

It's a shame.

_Dave_

 

[Symtex]

And now my turn to contribute...

After I sent the requested video, Fanatec emailed asking if I have installed the driver software.

expletive

Yes, in my email I stated that the GT2 wheel had been working and then stopped...

Why is it so difficult?

Now, I need to spend more hours trying to document my misery as I try to get them to acknowledge that I need a better response from them?

I was apprehensive when I decided to purchase the wheel... I went ahead, because I figured they were making noises about trying to improve their customer support...

In case you're considering a Fanatec purchase, beware! You may end up facing the kind of frustration that I and others are documenting here.

The painful cycle of waiting days for drips of communication and backward "progress" are possibly the most frustrating part of the whole ordeal... I'm dreading the next few weeks instead of looking forward to enjoying using my brand new GT2 wheel on GT5 Spec 2 and Forza 4!

It's a shame.

_Dave_

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.