Fanatec customer service?

[redmalloc]

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.

Sorry I misunderstood, but did you say that the clutch is stuck open when the pedals are directly connected to the PC?

(I am off to work now I'll check back later today)

 

[AGP5000]

On Both. Does not matter whether connected to wheel or PC. So, I know it is the pedals on that note. But as to why it un-assign's my calibrated settings when connected to the wheel has me concerned on that note. For the wheel's reliability and internals that is..........I'm thinking it's not just the sensor, but, who knows?

AND, no report back from support, looks like I have to wait til next week...........Hence my disgruntlement with the lack of support here to get a TIMELY response and resolution.

The thing of it is. They are SO busy with repairs and requests for support. That is what makes me wonder is the Quality Control getting better, or? To be SO busy to fix things that you cannot respond in 2 days says something, again, imho about product reliability for the LONG term after warranty goes.

 

[LogiForce]

This thread is for publically discussing and reporting issues with your Fanatec gear, as well as your experiences with the Fanatec Customer Support after the item has failed on you. Just to inform each other and/or help each other out.

For other discussions like mods and general Fanatec talk go to the following other threads:

- Fanatec Announcements: https://www.gtplanet.net/forum/showthread.php?t=203494
- Fanatec CSW/CSR Elite mods: https://www.gtplanet.net/forum/showthread.php?t=274631

So please discuss only that which is on-topic in this thread. 👍

 

[LogiForce]

I shall start of first.

I will be fixing my CSW and rims myself once Armin (who I've been redirected to by Thomas) has managed to get the parts for me, as in my case they are non-standard replacement items.

Mostly... motors assembly, pulleys, belts, a new limiter, new shifter mechanisms with new switches for both rims (as mine are still the beta). Ehm, some screws and washers. And if a second fan has found its way in the latest CSWs I've asked if I could be send that as well, so the new motors are properly cooled.

All of this stuff means I will have to completely disassemble my CSW (which doesn't have warranty on it anyway) though. So I am still thinking of making disassembly videos for you guys. It might not be useful for any of you right now, but maybe in a year from now people will benefit from it.


ps. A big thumbs up for Thomas and his CS team for providing me this service. 👍 👍 👍

 

[LeMansAid]

I think it is worth addressing the notion of planned obsolescence in regards to Fanatec's products, and more specifically that I do not believe that it is at play with them. The antithesis of the phenomenon is what I would like to see as their approach, and it could genuinely make them money in the process.

It seems that plenty of us would love to have access to company approved and designed mods and upgrades, and indeed repair parts. The reassurance of my gear continuing to function and even improve would be well worth paying for.

btw The title of the thread seems a little at odds in tone with what I think you are trying to achieve here.

 

[LogiForce]

Changed the title. If there are better suggestions for a title, please let me know. ThoughI won't be on much after this post till late tomorrow, cause of something silly like celebrating that I have survived another year in my life since birth.

 

[steve30b]

had a problem with my csr elite (started to get very notchy and grindy) sent email to fanatec and with in 10 hours got a reply saying the motors had failed and they are posting me a new motor unit out or i can send my wheel back to them for a repair. , 15 mins later another email from fanatec with the ups tracking number for my new motors. so in less than 24 hours they have done a fantastic job of keeping me sweet.

 

[AGP5000]

LOL, this is OLD!

My issue (CSP V1) was resolved quickly after I got in contact with support. It was the PCB & clutch sensor. I was sent PCB, both clutch & accel sensors, & a load-cell. Once replaced, since Nov 2011, I have had NO issues with the pedals as long as I gave them some TLC every couple months.

Also have installed Dave Struve's brake mod to the pedals. Adds a slight hydraulic feel. Not quite to the tune of the V2's, but a worthy upgrade!

 

[RacerXX]

Changed the title. If there are better suggestions for a title, please let me know. ThoughI won't be on much after this post till late tomorrow, cause of something silly like celebrating that I have survived another year in my life since birth.

Yeah before and still my first impression is that its just another Fana-Bash™ thread of which there is no major shortage.

 

[novadave]

Yeah before and still my first impression is that its just another Fana-Bash™ thread of which there is no major shortage.

are you bashing again

 

[daan]

We have a thread for Fanatec and their customer support. We don't need another. Merged.

 

[oqvist]

I have never had a problem with the support. Last time I had an issue with the sensors of my new CSP V2. I had new sensors within a week.

 

[LogiForce]

Yeah before and still my first impression is that its just another Fana-Bash™ thread of which there is no major shortage.

The complaint was that they did in the announcement thread. Now they can vend of their frustration here in this specialized and centralized place.

We have a thread for Fanatec and their customer support. We don't need another. Merged.

I missed this one. Sorry for the inconvenience.

 

[eKretz]

Hmm, merging is fine, but the new thread had a much better and to the point/accurate title. I'm not surprised LogiForce didn't find that thread since it has such a non-specific and really, useless, title. I would have skimmed right past it as well, considering the title leads me to think the OP was just inquiring about whether Fanatec had good or bad customer service.

 

[Patro]

I have had several issues on my equipment since purchase in December of 2012. I purchased the Forza CSR Wheel, Elite pedals and the shifter set. Since then, my shifter and pedals have been replaced. Each time, there is a 24-48 hr reply time, and though their protocol requires a video and detailed description, I'm sure it helps them address issues that aren't necessarily the fault of their equipment. Each time, within a day or two the issue was resolved. I do however can't help but question the reliability of the CSR Elite pedals. Hopefully it was just dumb luck. I love the setup, and is without a doubt the nicest, most professional steering and pedal set I have ever owned. I'd just hope to be able to get at least 5 years on it before it goes kaput. Heck, I have an old Logitech MoMo wheel and an old Xbox steering wheel, both still going strong and NEVER an issue with either of them...except for having crummy table mounts, as they all pretty much do. I live in the US so that might have something to do with being able to access a warehouse for warranty issues. I know some of the complaints I have read happen to live where to only method of delivery sounds like the Pony Express. This could create a problem getting warranty service...or any other kind of service as well. All in all in spite of the issues I have had, I have always been treated not only fair, but with a genuine concern for my issue. Personally, I can't ask for much more than that. I only wish all my internet dealing with warranty went as smooth as it has with Fanatec.

 

[nostuner03]

I gotta give Fanatec props this time around. It's always been hit and miss with contacting them for me. But not this time. My Carrera wheel recently crapped out when I tried to update the firmware(it fliped the steering axis). So I wrote them. About a day later they responed and they asked for a vid of the wheel properties. I sent the vid. No response for 3 days. So I sent them a message asking, "what is the status"? About a day later they responed saying they'll replace my carrera with a GT3RS v.2 for 20$!! So I paypal'd the money and two days later I got my new wheel. Fastest response I've gotten concerning replacements.

 

[HouseChampion]

I have already posted this in the iRacing forums, but thought I'd post here to see if anyone else has any suggestions:

OK so I have had a motor die on me (CSW), with Fanatec sending me replacement ones and I received them today.

Replaced them as per the instructions and now I'm having issues with it all.

Firstly, when I start the base up, it seems to calibrate in the reverse direction to how it worked before. Calibration does not do the same as before either. Secondly, the wheel will not turn off! Hold the button down, nothing. Nothing comes on the wheel's LED screen and it's constantly turned to the left (I turn the wheel right against resistance and it just rotates back to the left side). It is not recognised in the "Fanatec Wheel Property Page".

However! I can get it started up and the wheel "working" after I reinstall the firmware.. It appears in the Property page, FFB test works etc but when I went into iRacing, there was no resistance while turning, in fact it was kind of like the Dri setting in that it helped me turn each direction. Was impossible to even think about driving.
Also, when I rotate the wheel all the way to the stops, it spins further in the same direction as it hits them, rather than resisting with FFB bumps (like it did when it worked).
As soon as I turn the wheel off and then on again, I get the issues of reverse calibration, no wheel recognition, won't turn off with the button etc.

I have tried installing new Firmware and drivers. No dice.

Checked the wiring from when I changed the motors - impossible to actually get them around the wrong way.

My next step will be to throw the old motors back in (they still worked, just one of them died).

Any thoughts/suggestions?

UPDATE: Old motors back in, everything back to "normal" (albeit one motor dead). At least I can still race for now!

 

[nsite]

I am getting very worried. I ordered the GT3 XL package back in January. I haven't hooked it up yet as I am waiting for my rig to come (rSeat EVO V3) which should be here by the end of this week. After reading about all of these issues with Fanatec, I really hope my setup works like it should! I'm new to sim racing and after spending close to $1000 (rig,wheel,pedals) I hope all goes well!!

 

[novadave]

I have already posted this in the iRacing forums, but thought I'd post here to see if anyone else has any suggestions:

OK so I have had a motor die on me, with Fanatec sending me replacement ones and I received them today.

Replaced them as per the instructions and now I'm having issues with it all.

Firstly, when I start the base up, it seems to calibrate in the reverse direction to how it worked before. Calibration does not do the same as before either. Secondly, the wheel will not turn off! Hold the button down, nothing. Nothing comes on the wheel's LED screen and it's constantly turned to the left (I turn the wheel right against resistance and it just rotates back to the left side). It is not recognised in the "Fanatec Wheel Property Page".

However! I can get it started up and the wheel "working" after I reinstall the firmware.. It appears in the Property page, FFB test works etc but when I went into iRacing, there was no resistance while turning, in fact it was kind of like the Dri setting in that it helped me turn each direction. Was impossible to even think about driving.
Also, when I rotate the wheel all the way to the stops, it spins further in the same direction as it hits them, rather than resisting with FFB bumps (like it did when it worked).
As soon as I turn the wheel off and then on again, I get the issues of reverse calibration, no wheel recognition, won't turn off with the button etc.

I have tried installing new Firmware and drivers. No dice.

Checked the wiring from when I changed the motors - impossible to actually get them around the wrong way.

My next step will be to throw the old motors back in (they still worked, just one of them died).

Any thoughts/suggestions?

UPDATE: Old motors back in, everything back to "normal" (albeit one motor dead). At least I can still race for now!

since you mention two motors i am asuming it is either an Elite or CSW.
it is hard to say but from your details it seems that somehow the motor polarity is reversed - check your connections compared to the old motors.
did you solder any wires to the new motors ?.

 

[RacerXX]

I have already posted this in the iRacing forums, but thought I'd post here to see if anyone else has any suggestions:

OK so I have had a motor die on me, with Fanatec sending me replacement ones and I received them today.

Replaced them as per the instructions and now I'm having issues with it all.

Firstly, when I start the base up, it seems to calibrate in the reverse direction to how it worked before. Calibration does not do the same as before either. Secondly, the wheel will not turn off! Hold the button down, nothing. Nothing comes on the wheel's LED screen and it's constantly turned to the left (I turn the wheel right against resistance and it just rotates back to the left side). It is not recognised in the "Fanatec Wheel Property Page".

However! I can get it started up and the wheel "working" after I reinstall the firmware.. It appears in the Property page, FFB test works etc but when I went into iRacing, there was no resistance while turning, in fact it was kind of like the Dri setting in that it helped me turn each direction. Was impossible to even think about driving.
Also, when I rotate the wheel all the way to the stops, it spins further in the same direction as it hits them, rather than resisting with FFB bumps (like it did when it worked).
As soon as I turn the wheel off and then on again, I get the issues of reverse calibration, no wheel recognition, won't turn off with the button etc.

I have tried installing new Firmware and drivers. No dice.

Checked the wiring from when I changed the motors - impossible to actually get them around the wrong way.

My next step will be to throw the old motors back in (they still worked, just one of them died).

Any thoughts/suggestions?

UPDATE: Old motors back in, everything back to "normal" (albeit one motor dead). At least I can still race for now!

It sounds like the replacement motors are running backwards. Perhaps they had been wired up incorrectly and then sent out to you? The plug can only be installed in one direction so that is likely not the issue.

 

[HouseChampion]

re: wires being reversed.. That's sort of what I was thinking now my old ones are back in.

I'll pull it apart again tomorrow to have a look. Only problem is if they are reversed, don't know if I'd be able to fix it up? I emailed Fanatec about it just now, see what they say.

edit: and sorry it's a CSW

 

[RacerXX]

re: wires being reversed.. That's sort of what I was thinking now my old ones are back in.

I'll pull it apart again tomorrow to have a look. Only problem is if they are reversed, don't know if I'd be able to fix it up? I emailed Fanatec about it just now, see what they say.

edit: and sorry it's a CSW

If polarity is the issue and you have not developed the skill to make such changes, just find a local geek or tech shop to do it for you. It's very simple really. In fact you can wind up with better than stock connections. I use removable crimped on connectors on my motors. This makes it easy to load in different motors and test things out. Have had them in and out quite a bit as I develop my mods.

 

[HouseChampion]

If its just soldering or crimping then I'd have no troubles changing them around I don't think. Wouldn't know where to start if I had different motors though. Sounds like fun messing around with them though!

 

[Mahnegold]

LOL If this thing is still under warranty, get it back to Fanatec (of course at their cost) and let them do their job!

A local store won't make it "for free", I would assume. And also it might void the warranty.

RacerXX, in all honor of your modding skills here, but you shouldn't give advice for the handling of warranty issues. Just my opinion ;-)

 

[HouseChampion]

Mahnegold, agree with u there. Changing wires around etc wasn't and shouldn't be part of the solution. Heck, charging me 50 euros for shipping to Aus is extremely poor form I think (should it matter where I purchased the CSW from and where I live now? US to Aus btw). It's literally 10 weeks old.

If it does require getting a new base, I don't think I should be the one paying shipping, especially now they have an Aus webstore.

Also, is it not odd that the Aus webstore don't have any replacement parts? Motors for example..

 

[RacerXX]

LOL If this thing is still under warranty, get it back to Fanatec (of course at their cost) and let them do their job!

A local store won't make it "for free", I would assume. And also it might void the warranty.

RacerXX, in all honor of your modding skills here, but you shouldn't give advice for the handling of warranty issues. Just my opinion ;-)

Anyone who feels as you do, won't DIY. So that takes care of itself. It really is a simple repair if polarity is the issue. I don't have the time or patience to wait and email and video and then track packages and more emails (possibly for weeks) for such a simple repair. Geeks of the world, unite!

 

[novadave]

Mahnegold, agree with u there. Changing wires around etc wasn't and shouldn't be part of the solution. Heck, charging me 50 euros for shipping to Aus is extremely poor form I think (should it matter where I purchased the CSW from and where I live now? US to Aus btw). It's literally 10 weeks old.

If it does require getting a new base, I don't think I should be the one paying shipping, especially now they have an Aus webstore.

Also, is it not odd that the Aus webstore don't have any replacement parts? Motors for example..

as far as replacement parts Fanatec does not have a system in effect to be able to sell parts seperately except for the pedal loadcell.
what they do is keep a percentage of wheel inventory to use for parts and disssemble them as required to send out replacement parts to customers under warranty

 

[eKretz]

Even if you are unfamiliar with DIY, if you changed the motors yourself you can fix the polarity issue. The wire pins are held into the white connector by little metal tabs, visible in the holes in the side of the connector. Push the wire/pin further into the connector, then depress the tab using a paper clip or other such "scientific device" and you'll be able to slide the wire/pin right out while keeping the tab depressed. It may take a little wiggling or in and out force on the wire/pin to get 'em to pop loose. Then once they are all out, reference your original motors and put the wires/pins back in exactly like those. Or just reverse them from the way they came. Take a picture or two before taking the pins out if you are worried about whether you get the orientation right.

As for cost, if you brought these motors to Radio Shack separate from the base and asked for help, I bet they'd do it for free. I would if I were a RS employee. It's literally less than a minute's work.

 

[Spagetti69]

If it does require getting a new base, I don't think I should be the one paying shipping, especially now they have an Aus webstore.

Crikey there not charging shipping still are they ?
My wheel went kaput and I paid for shipping via UPS. They didn't provide a receipt. Although the fact that Fanatec received my shipment should have been enough.

If you can get a receipt, do so.

 

[RacerXX]

It's literally less than a minute's work.

Or it could take weeks or months going through a long process. Maybe a week at best.

I choose NOT to wait and do all of those extra steps. Others are free to do things differently as we all have different skill sets. I'm sure I'd stink at some of the things the Warranty-Or-Bust folks do for a living.

Little DIY joke:

Warranty-Man walked into the DIY shop, “Excuse me,” he asked, “Have you got any 6″ screws?”
“Only what we’ve got on the shelf,” Replied the cashier pointing. I don’t know why he’s selling these, he thought to himself as he unscrewed them and the shelf fell down.