Fanatec Support - Porsche 911 Turbo S

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Regor

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Hi all, first post, request for help / complaint,

Wow, for the price of Fanatec Products, you'd expect at least a tiny bit of support. Had an issue for weeks, and can't even get a return email from Fanatec. And the only phone number they now have posted is in Germany (International call).

Anyone else had this issue with a Porsche 911 Turbo S Wheel/pedals:

The pedals worked fine for a few days, then the signals started to jitter a little. The problem progressively grew worse, with the signals randomly jumping with the slightest touch of the pedals, all the way up to full. Now today, while racing in FM3, the pedals suddenly failed. The brake and clutch pedals give no signal, and the throttle pedal gives random signals to clutch, brake, throttle, AND handbrake. There is no visible damage to the unit, pedals, or any pins on the connector cable. The product is currently unusable.
(This was wrote 2 weeks ago when attempting to contact support).

Thx
Regor
 
Do as this says:
"With complaints, the purchase date must be proven with a bill. The article being complained about with full accessories together with an exact description of the error must be sent in together with a copy of the delivery receipt in the original packaging with suitable outer packaging, with sufficient postage paid. The guarantee does not cover normal wear and tear. The guarantee expires if the customer changes the goods delivered. With defects which are the fault of the buyer because of improper handling, the buyer is committed to carry all resulting subsequent improvement and transport costs. Endor AG has the right to subsequent improvement free of charge during the guarantee period. A partial or complete exchange of the article is admissible. If flaws are not corrected within a sufficient period of time, the buyer has a right to conversion or a reduction of the purchase price. § 476a BGB (German Civil Code) is valid."

What would email even be good for? I would only send pedals but of course you can send the whole box.
 
Wow, I've never seen that description for service. I've searched high and low on their site, must have missed it.

So, after using the unit for a week, it worked fine, you trash the box, now you're out of luck for sending back? And not a single email from the company to answer a support request email? How about an email from the company telling me what you just said?

Since ordering the unit (and it taking over 1 month to recieve), we have not recieved a single email from them.

Just not the kind of company I am used to dealing with.
 
I hope fanatec answer this thread after you openly stated how poor their customer service currently is. Problem is that they have too little people working and too many wheels sold. You can find that piece of text here: http://www.fanatec.de/webshop/new_eu/conditions.php?osCsid=8b936dc9a9e3fa136860b3dc5dac2a88'
So i would send more emails until they answer. Fanatec are no bad people so if you send your faulty equipment with accurate note of the problem and copy of the delivery receipt with your address etc, they will send you new pedals or repair them.
 
Thanks Raitziger

Yes, hopefully an email will be received. At least some kind of direction. They should have a clue from my description if it's just the pedals, or could it be the entire pedal/steering wheel controller itself. Also, the item came to us via a warehouse in California. So, direction on whether to ship it to California, or do we have to ship it to Germany from the USA.

Right now it's a big, heavy, expensive paper weight, and I can't help but feel taken advantage of since I'm the one out of $$.
 
Fanatec,

Do you frequent the forum, read the bad threads along with the good?

Have you seen this thread, or any of the support emails that have gone your way? Any help would be appreciated!

Order #4709

Thx
 
This is a stupid question, but do you have your pedals plugged into your wheel or are they powered by batteries?

If you use batteries then they're probably died.

:dunce: Told you it was a stupid question :dopey:
 
Kilborn230
This is a stupid question, but do you have your pedals plugged into your wheel or are they powered by batteries?

If you use batteries then they're probably died.

:dunce: Told you it was a stupid question :dopey:
Click to expand...

:)

Yes, PS/2 plugged from pedals into the Wheel. All pins on both ends of the PS/2 cable are straight and not bent.
 
Purchased in June and to date do not have a working unit. Appears to be little coordination between USA and German operations.

My unit had an issue on arrival and to date I have not received a replacement. Hopefully the replacement will work forever as I would not wish to go through this pain again!!!

Have no desire to ever have to deal with Fanatec again....
 
Those standard pedals are terrible. I don't know if it was a single run that's causing the problems in the pots/ps2 interface but mine are completely dead now and even after reseating the pots will not calibrate or work without tons of brake flutter.

Tried with multiple cables. (I have 3 male to male cables.)
 
Hi Fanatec

First to the OP, sorry to hi-jack this thread !

I also now have a faulty pedal set (I have only had the PWTS EU set since February and have already had to have the wheel replaced) so I assume I had a set from a bad batch.

I sent an email to "e-support@fanatec.com" last weekend, but have had no response, could you please have someone look at it for me?

Rather than you send a replacement standard pedal set, I would be happy to upgrade to the clubsport pedals if you can discount the cost of the standard pedals.

The subject of the email sent to support is "***Fault*** Porsche 911 Turbo S Wheel EU - faulty pedals"

Best regards
 
So what is the average wait time for a response from Fanatec support?
Using the email link on the Fanatec site, I sent them an email that included all of the info they requested along with a short video of the problem last week and have heard nothing back.
I'm not trying to strong arm anyone here, just trying to get an idea of how long I would have to wait to hear from someone. Guess I'm just impatient.
 
This is stuff i dont like to hear, Im thinking of choosing fanatec over a G27. Am i making the wrong decision?
 
There's about a week turnaround. If you send in an e-mail don't expect a reply for at least a week.

However once they get to your e-mail, service, verification, and support are top notch.

It just takes time. When they say you have a warranty on all parts they mean it. Anything broken will be replaced, they're pretty open about trying to troubleshoot the problem yourself (ie if you open your wheel or pedals to try and look at the issue/fix it they'll still honor your warranty unless you opened it with a hacksaw). Yes you could be without a certain part for 3 weeks but compare that with Microsoft and the turnaround time for a RROD Xbox their service is fast. hah.
 
Thanks for the replies. I'll continue trying to being semi-patient.
To the gentleman that said he was considering the Fanatec over the G27 I say go for it.
I beta tested the wheel last summer and in every aspect of my dealing with Thomas from Fanatec I got the impression that he is a man that is highly passionate about delivering a quality product. To this I can say he's done a good job, despite the issue I'm having with my wheel and the wait for service that seems to be ahead of me.
If you get the Fanatec wheel, the chances are good that you won't even need to contact their support department and so the issue that myself and a few others are having is moot.
Luckily for me, Thomas said I could keep my beta wheel even after I got my final wheel, so the wait for the service department to contact me isn't as unbearable as it is for others. Granted, I still want my production wheel to work since it has all of the extra bells and whistles that the beta wheel doesn't, but this to me shows a desire to please his customers.
From what I've seen and heard, service is slow but the resolutions are outstanding. (now if they could just be fast and outstanding. ;)
 
Beliall
This is stuff i dont like to hear, Im thinking of choosing fanatec over a G27. Am i making the wrong decision?
Click to expand...

I currently own a Turbo S Wheel and also a G25, and I would highly recommend a Turbo S Wheel over a G25 with no hesitation.

However support were very slow to respond with an issue I had with the wheel. When they did get back to me initially they told me to open the wheel myself and have a look inside to see what is going on, but also advised at the same time that my warranty would be void :indiff: I replied back to them and told them that this solution was no good and when they responded back, they tracked back and said my warranty would not be void :lol:

Eventually after some thinking about this and after receiving no response from Thomas either, on a separate email, I decided to open the wheel. I fixed it and sent them a bill, which they very kindly reimbursed me 👍

Now the question is would I buy another Fanatec wheel and the answer is quite simply, "absolutely yes". Support do answer questions, they are slow to respond but will get back to you.

For my requirements the Turbo S Wheel is the perfect wheel as I own a PS3 and a 360, so Fanatec get a 10/10 for the wheel and a 7.5/10 for the support :)
 
Beliall
Thanks to you also, I'll be definatly getting a fanatec now.
Click to expand...

A good decision welcome to the club, even if you do support the wrong East Midlands Team, as a West Bridgford lad I am a Forest supporter!!

"Come on you Reds!"
 
A good decision welcome to the club, even if you do support the wrong East Midlands Team, as a West Bridgford lad I am a Forest supporter!!

"Come on you Reds!"
Click to expand...

:)Booo Hisss
 
Just a quick update. Today marks the one week point of me sending an email to fanatec support. This morning, Armin from fanatec emailed me. He said that due to my good description and accompanying video that he can tell that I need a replacement wheel. He sent me a link and provided instructions so that they could send me a replacement wheel immediately.
As far as I'm concerned, even though I had to try to be patient this is excellent service.
I'm quite happy.
 
Kreepnslayer
Just a quick update. Today marks the one week point of me sending an email to fanatec support. This morning, Armin from fanatec emailed me. He said that due to my good description and accompanying video that he can tell that I need a replacement wheel. He sent me a link and provided instructions so that they could send me a replacement wheel immediately.
As far as I'm concerned, even though I had to try to be patient this is excellent service.
I'm quite happy.
Click to expand...

Sorry to bump an old thread but I'm hoping that, since Fanatec have replied here they may see this....

I wish I was lucky enough to get a response within a week. I've now sent 2 emails (both including a video). One on the 27th Dec and the other on 4th Jan and I haven't even been graced with an acknowledgement.... Not at all impressed since this was meant to be the highlight of Christmas for me and my family! :grumpy:

Steve

ps. good to have finally signed up to the forum... I've been lurking for a long time now. Lets hope my next post is something a bit more positive!!
 

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