Fanatec support response time?

  • Thread starter Thread starter dougdoberman
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This does not show to which e-mail adress you sent your e-mails. Please send me your original emails as attachments by e-mail and not by PM.
 
AS i said...

Thomas is dedicated..

he has PM'd me telling me he will reply soon..

I belive it is 730 in germany so he replied to you and me well outside working hours :)
 
am7. Are you now his secretary or something.

Wipe the sugar of your lip 8^)
 
I've been coming to the hardware board for a few weeks now to follow Fanatec developments (interested in upgrading my g27 to CSP and CSW in the future), and the threads with this information are more often than not cluttered up by bickering between the SAME several people. Maybe you guys should open a thread dedicated to your feud.
 
LogiForce
Yes, and I posted my reply two days after? What about it. I said I would believe what he says. I have never been in contact with their customer support, only with Thomas himself. So in all honest I don't know how bad it is, but since it is 9 days now... I admit that it's very bad. Besides that, it's just not 1 person but more that complained in here.
Next to that I don't work for Fanatec or anything. I can tell you however that I used to work for Ziggo (the biggest cable ISP in the Netherlands) when their customer support was **** like Fanatec's, and was hired to improve this at their headquarters with a couple of other IT knowledgable guys.
I found that there were various reasons at my work there that caused all sorts of issues. Think of capacity, mail spam filters, buggy mail system, buggy phone system... list is endless. So I am sure from their side there is a reason for this to happen, I just don't know what.
Also I think Thomas is still in China so he can't do much at this point in time I think.
Anyhow, I totally agree that this is crappy service due to probably issues with their mail system or spam filter (most likely).

Also about that reply, I have no other way to take his word for it that Thomas send that PM 2 hours after the post. The only other way is for me to either get his or Thomas's login to check the time stamps myself if I wanted to be 100% sure, because anyone can make up a time stamp. But seriously, that knowledge would be useless info for me anyways and I don't feel like knowing someone else his login info.
I also was evasive or as you call it 'coy' because I didn't want to get into an argument here about Thomas's his comment which I saw as a so called 'bitch slap' at the time. So it was just a simply misinterpretation on my side, which can happen a lot on the internet. I should have read it as nothing more then a hint from Thomas saying "I send you a PM so let's discuss this further via PM".

So yeah, never wanted to make trouble here but whatever. Just never tell me what to do, cause that pisses me off to be honest. So no "and you should not question or be coy with Mr. Dougdoberman" or other things like that. I am willing to talk about anything and admit my wrong doings, but just never do that cause you'll get on my bad side. 👎

Also Darin Gangi isn't a saint and nobody is with customer support, so he won't do wonders. He isn't Jesus Christ or Mozes. I am sure he'll do his best to sort out the issues with customer support. The only problem is that things like that aren't so easy to do, especially not when out sourcing the support (which I don't know if that's been done) as it's harder to control quality. Just at least wait about 3 to 6 months before you see any tiny result in their customer support.
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Again, you are in sort of denial. If you read posts in the past ~12 months you will seee how problematic the CS is from Fanatec. Anyone who is knowledgeable about this CS problem would not point a finger and imply the OP is lying.

YOu did imply that the OP was lying with your silly sarcasm and winking smiley! So, yes, if you do not want to be callled out on such childish behaviour in the future do not exhibit such behaviour to posters! That is, due to the problems with having to interpret text be very very clear about what you are saying!

I said the same thing about DG in my post. I think you are getting too emotional about this issue and we should both let it go and let the OP and Fanatec deal with this problem.

Good luck to the OP! I hope Fanatec can get your problem sorted soon!
 
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Patrocles
Again, you are in sort of denial. If you read posts in the past ~12 months you will seee how problematic the CS is from Fanatec. Anyone who is knowledgeable about this CS problem would not point a finger and imply the OP is lying.

YOu did imply that the OP was lying with your silly sarcasm and winking smiley! So, yes, if you do not want to be callled out on such childish behaviour in the future do not exhibit such behaviour to posters! That is, due to the problems with having to interpret text be very very clear about what you are saying!

I said the same thing about DG in my post. I think you are getting too emotional about this issue and we should both let it go and let the OP and Fanatec deal with this problem.

Good luck to the OP! I hope Fanatec can get your problem sorted soon!
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Okay, if I read it again it could imply that I said he was lying, but he quickly corrected me on that. And as I've said I can't check it but I would take his word for it implying that I had thus made a mistake previously.

Also I as a month old customer am not going to dive into issues of more then a year ago. And I have been on this forum for two or three months now. If Thomas said he was fixing the issues in a gamescon video from this summer I have to trust him on that. Also since he stated he had contact him personally and his PM's to me went through I have no reason to doubt the system. Also Thomas his message did imply that he didn't respond since he send the PM. Now who should I have pointed a finger at during this point in time tell me? Since you are all about fingers and saying customer support is bad it should be Thomas I guess. And again I can't read time stamps of private conversations so I can only respond to what I see.

Oh and about being childish at heart I can only say. I rather am a child who gets in a fist fight then an adult who destroys and kills lives in wars and the business world.

That being said I shall do a final childish act by not mingling in adults conversations I shall leave the forum with only one thing I will come back for and that is to post the CSW review. After all you did imply this is an adults only forum.

Oh and I like being emotional, it means I still have a heart. But as you say I shall quit and exit stage left. You take the right okay? ;)

Good luck to OP and Fanatec I hope both will get everything sorted in this and future cases.
 
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Sorry to revive an old thread but I need some correspondance/communication/reply from Fanatec. I have a problem with my clubsport pedals V2 straight out the box. I live in Australia. I have sent a support request to help fix my pedals but have not got any reply yet.

The email to Fanatec support:
/
/
/

AUTOMATIC ACKNOWLEGEMENT OF RECEIPT!

Dear Nick Aspros,

Thank you very much for your message to our Fanatec Support-Team.

Your request details are:
Subject: "Faulty Clubspec V2pedals "
Description: "Hi. I went to use the Fanatec clubsport pedals V2 today 5/12/13. This is the first time they were used. The correct drivers were installed. I'm using Windows 7 64-bit fanatec drivers. I have also tried 32-bit drivers. The following faults are occurring. 1: The Accelerator does not work at all. No movement either in the Fanatec software or simulator software/game. 2: The clutch pedal does not work at all. No movement either in the Fanatec software or simulator software/game. The brake pedal does work. I have read your FAQS, BUT NONE of the methods listed in the support section solve any of the above problems. I would like to receive the correct replacement parts to solve this problem and get them working correctly 100%. I have all the original packaging. I have also sent/attached some pics of the problem that is occurring. The should be in a zip file. I have sent another support request but it didn't get replied too. Customer ID: 305798 Order ID: 631422 Nick Aspros Orange NSW 2800 regards Nick Aspros"

The request was received on 06.12.2013 at 08:41:12. We will answer your request as fast as possible. When you get an answer from our staff please use the "reply" function of your Email application to keep the all information in the message. Thank you!

Best regards,
Your Fanatec Support Team

The content of this e-mail is meant exclusively for the person to whom it is addressed.
If you are not the person to whom this e-mail is addressed or his/her representative, please be informed, that any form of knowledge, publication, duplication or distribution of the content of this e-mail is inadmissible. We ask you, therefore, in such a case to please contact the sender of this e-mail.


Endor AG
Seligenthaler Straße 16 a, D - 84034 Landshut
Telefon +49 (871) 9221-122 - Telefax +49 (871) 9221-221
Internet: www.ENDOR.ag www.FANATEC.com - E-Mail: direct@endor.ag
Sitz der Gesellschaft Landshut - Handelsregister Landshut HRB 5487
Vorstand: Thomas Jackermeier (Vorsitzender), Andrés Semsey
Vorsitzender des Aufsichtsrats: Andreas Potthoff
/
/
/
I did send an email before this but this has NOT been replied to either. The world now lives in the age of the internet. Example: I registered on this web site. I got the conformation email in say 10 secs from clicking from here to my emails. WHY does it take forever to get a response from a global company and don't give me the "there busy or they were prompt with me" excuses.

Someone from Fantec please reply. I just want my pedals fixed. I paid $346 aud for these. Thank god for my backup pedal which can let me race still which are LOGITECH
 
@thenic123
You've been waiting for One day? I've been going back and forth with them since the 4th. It took them till the 8th respond to my first message. They asked for a video of my issue if the first idea didn't work (it didn't). So I sent them the video on the 10th. Still no response to that message. So I'm sitting here with $365 USD worth of paperweights.

I hope they got back to you faster than they've been getting back to me...
 
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ironman44321
@thenic123
You've been waiting for One day? I've been going back and forth with them since the 4th. It took them till the 8th respond to my first message. They asked for a video of my issue if the first idea didn't work (it didn't). So I sent them the video on the 10th. Still no response to that message. So I'm sitting here with $365 USD worth of paperweights.

I hope they got back to you faster than they've been getting back to me...
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I feel your pain.

First contact to Fanatec support was Dec 6. First reply was Dec 9.

"Hi Nick,
thank you for your enquiry.

Would you mind telling me, if you eventually have changed the position of the clutch-pedal, e.g. to make it stiffer?

Best Regards / Mit freundlichen Grüßen

Johannes Kirsch

(Fanatec Support Team)"

Last reply was Dec 19

"
Hi Nick,

please excuse my delayed reply.

The reason why you can’t move the throttle bolt is, because you also would need to move the sensor. Otherwise the sensor can’t read the position of the throttle pedal.

You can’t move the sensor because there are no threads for it available.

So even if it looks like, it is not possible to change the position of the clutch or the throttle.

Best Regards / Mit freundlichen Grüßen

Johannes Kirsch

(Fanatec Support Team)"

So last one took 10 days and 3 replies from Fanatec in total. Didn't really solve the problem I had. So with these V2 you can't move the bolts up the holes for shorter pedal travel. So I'm going to sell them. Probably $225 usd plus shippng. I would like adjustability.
 
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If all you want to do is reduce the pedal travel it is simple
#1 - raise the pivot pin as I believe you have tried and raise the sensor by drilling and tapping the necessary holes - just copy the placement of the original threaded holes to the new position.
#2 - A much simpler way - leave the pin in the stock position and remove the pedal rod from the block to add 10mm diameter shims down into the bored hole - the more shims you add - the less travel in the pedal.
 
I'm also waiting for a human response from Fanatec over 5 days now. I've sent 2 support requests via the Australian web shop for an issue with my BMW GT Rim where some of the QR pins have been pushed into the black enclosure. I did receive the automated reply both times but nothing from an support representative as of yet. I think it is reasonable to expect a human response within 5 working days, even if that response is just to say "a human" is working on your ticket. I'm sure the fix is probably as simple as them sending out the appropriate part for me to replace.

Don't get me wrong, I absolutely love the gear but it concerns me for when it goes out of warranty also (Only 3 months old currently so still under warranty). Is it going to be difficult to purchase replacement parts when out of warranty?

//
// Email on the 12/1/2014
//
AUTOMATIC ACKNOWLEGEMENT OF RECEIPT!

Dear Peter Conklin,

Thank you very much for your message to our Fanatec Support-Team.

Your request details are:
Subject: "BMW Wheel pins pushed in"
Description: "Hi, Some of the pins of my BMW wheel are pushed in, and the wheel no longer functions. I have attached a photo showing the problem. I have an F1 Rim also and this and the base works perfectly with no issues. Could you advise the procedure of getting this replaced as it is still under warranty from the AU Fanatec shop. Regards Peter Conklin "

The request was received on 12.01.2014 at 10:29:31. We will answer your request as fast as possible. When you get an answer from our staff please use the "reply" function of your Email application to keep the all information in the message. Thank you!

Best regards,
Your Fanatec Support Team

The content of this e-mail is meant exclusively for the person to whom it is addressed.
If you are not the person to whom this e-mail is addressed or his/her representative, please be informed, that any form of knowledge, publication, duplication or distribution of the content of this e-mail is inadmissible. We ask you, therefore, in such a case to please contact the sender of this e-mail.


Endor AG
Seligenthaler Straße 16 a, D - 84034 Landshut
Telefon +49 (871) 9221-122 - Telefax +49 (871) 9221-221
Internet: www.ENDOR.ag www.FANATEC.com - E-Mail: direct@endor.ag
Sitz der Gesellschaft Landshut - Handelsregister Landshut HRB 5487
Vorstand: Thomas Jackermeier (Vorsitzender), Andrés Semsey
Vorsitzender des Aufsichtsrats: Andreas Potthoff
//
//
//

//
// 2nd Email Sent 14/1/2014
//
AUTOMATIC ACKNOWLEGEMENT OF RECEIPT!

Dear Peter Conklin,

Thank you very much for your message to our Fanatec Support-Team.

Your request details are:
Subject: "BMW Wheel pins pushed in"
Description: "Hi, I have found some additional information that may help with my problem of the BMW rim QR pins being pushed in and my rim being repaired/replaced. I have only received the auto reply to my previous support email and no response from support yet, so thought I will send this through for the same issue in case it is helpful. When I turned the rim upside down, I noticed that the small black hex bolt in the centre keeps falling out and can't be screwed back in. It is as though there is no thread to screw it into. I'm assuming something on the inside may have vibrated loose, and I'm guessing this is why the pins are being pushed in? I have attached a video to show what I mean. Please let me know anything else you need from me to get this fixed, and what the next steps are. Thanks Peter"

The request was received on 14.01.2014 at 12:42:11. We will answer your request as fast as possible. When you get an answer from our staff please use the "reply" function of your Email application to keep the all information in the message. Thank you!

Best regards,
Your Fanatec Support Team

The content of this e-mail is meant exclusively for the person to whom it is addressed.
If you are not the person to whom this e-mail is addressed or his/her representative, please be informed, that any form of knowledge, publication, duplication or distribution of the content of this e-mail is inadmissible. We ask you, therefore, in such a case to please contact the sender of this e-mail.


Endor AG
Seligenthaler Straße 16 a, D - 84034 Landshut
Telefon +49 (871) 9221-122 - Telefax +49 (871) 9221-221
Internet: www.ENDOR.ag www.FANATEC.com - E-Mail: direct@endor.ag
Sitz der Gesellschaft Landshut - Handelsregister Landshut HRB 5487
Vorstand: Thomas Jackermeier (Vorsitzender), Andrés Semsey
Vorsitzender des Aufsichtsrats: Andreas Potthoff
//
//
//

Hoping for a resolution on this soon Fanatec!
 
My lastest conversation with Fanatec, the avg. reply was 1 week between emails. However, their replies were great and they offered me an RMA in the first reply. However, I have other plans for my wheel :mischievous:

Jerome
 
Guys if you are not aware there is a EU law that protects the consumers with some guarantee issues. When a part or the whole product fails and is repaired or replaced under guarantee than that changed part/product gets a refreshed guarantee with the same duration as new. I have had an issue been fixed by that law in the past and I know that it is valid. Companies of course will try to deny it and I had to mail them the law article which solved my issue instantly. I hope it helps you.
 
Igano
When a part or the whole product fails and is repaired or replaced under guarantee than that changed part/product gets a refreshed guarantee with the same duration as new.
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Never heard of it and it also sounds a bit odd. In that case, for some products, guarantee may never end if it always breaks within 2 years.
 
bumer
Never heard of it and it also sounds a bit odd. In that case, for some products, guarantee may never end if it always breaks within 2 years.
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I am not making it up. This is a law that is valid inside the EU, I had used it when I had the following problem:

A lexmark printer had a small part malfunction which I had replaced under guarantee. The printer had 2 years guarantee, but that part broke again after the guarantee was finished. But it was not 2 years after the part was replaced. The company tried to get paid, I send them the law and they didn't charge anything!

I really need to find that law again in case some one needs it. It was in Greek but maybe we can find the english version.
 
Jump_Ace
My lastest conversation with Fanatec, the avg. reply was 1 week between emails. However, their replies were great and they offered me an RMA in the first reply. However, I have other plans for my wheel :mischievous:

Jerome
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Just an update, almost as soon as I posted here a response was received. Coincidence perhaps? The result is the same as Jerome. Once they finally got in contact an RMA was offered immediately.
 

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