Fanatec support response time?

  • Thread starter Thread starter dougdoberman
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Thomas said in the E3 interview with Jessica that the infrastructure was going to improve and that it would take time to get new things on board and operating properly. Nothing was ever done to my knowledge about "customer service agents" which has been on their website since it began.

The simple fact still seems to be the company is not able to manage things efficently yet judging by response times or lack of response. The biggest culprit of all seems to be that quality control testing at the end of the production is letting too many products through that shouldnt be shipped. This certainly isn't just a fanatec isolated problem as it happens to others.

What is worse is if a batch has shipped out with faults and a customer then has to have a return but what does he maybe get. A replacement that is also from the faulty batch just shipped into the regional warehouse. Customers who have had a problem need to be sorted promptly and Fanatec ensure any replaced products are double checked for issues.

Now thing is, it is not the peoples fault at Fanatec who have to then deal with customers emails/complaints that this is happened. However it is their responsibility to rectify the problems. I think one issue often forgot on forums is that trading laws and customer legal rights vary from region to region. The UK for instance gives consumers more rights regards faulty shipped goods than some countries with the customer being allowed a full refund and free collection of the goods. So again because of the legal issues regards different countries consumer laws then their will be variations in what some get over others.

It is annoying to read that some do not get the service they expect and certainly a company should provide. However I personally as some are aware do not think resorting to internet rants and strongly worded emails etc do much to help their cause. At the end of the day the person on the other end is more likely going to do more for someone that isnt sarcastic or demanding. Anyone involved in customer relations for any company will have stories to tell just like managers to shop assistants to waiters. Rubbing them up the wrong way isnt going to do you much to gain their help.

More staff it seems certainly wouldnt go a miss and lets hope these new products have less issues than some others. Many improvements have been made so that should bode well to the future. It has however taken too long for the new website and things to come on board. I can understand why this is as really Thomas does so much and perhaps is the type of CEO that likes to get involved personally than just appoint a team to do something. Let's not forget that they have many new products (over a dozen) coming to the market at a similar time frame more than ever before. This must be exhausting their resources to the max and is also a probable cause for the current drop in customer service.

Im sure however things are moving in the right direction.
Why does Thomas not appoint a person even at GT Planet to work as a "service agent". Do something even as a trial to help deal with many of the issues and lack of communication. The main annoyance I see is people being frustrated waiting on getting a reply and action being taken.

Theirs a guy "PAPA" on ISR forums who constantly chases orders for "Gamepod". He has helped me in the past when Gamepod themselves again like many companies dont tend to reply to emails. I think Fanatec should arrange to work with somone within the community here to act as a liaison between their own service department and the community.
 
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While I don't think that anything in Mr. Latte's post was aimed directly at me, I'd like to address a comment he made.

I don't necessarily think that ranting screeds do anything to help the customer's case get resolved (though, the old adage of "the squeeky wheel gets the grease" certainly does often ring true). But I do think that it IS a community service to be putting this stuff out there. (Preferably in a controlled & literate manner, which I've hopefully done. :) )

Thomas has to know how much bad press they get from cases like this. If he's an intelligent businessman, he's got to know hat he loses customers over it. I'm certainly one who had not bought Fanatec in the past solely due to the constant complaints about quality control and subsequent customer service. As I've said before, this had seemingly taken a marked turn for the better lately, so I finally bought. Unfortunately, it seems that releasing a new product line (albeit, one based partly off of existing product), while deep into the development of additional products, has once again shown the kinks in their QA & CS. At the moment, I certainly would not suggest that anyone who's not willing to deal with disappointment & hassle purchase a Fanatec product. I have no interest in supporting a company that has bad business practices, even if they do make a superior product. I would hope that others feel the same way.
 
2 days after sending me the new firmware to try (which didn't work, as I expected. Though, since similar problems are being fixed by it, I expected that this was going to be the first step that they had me try.) and me responding that it did no good, I was authorized to fill out an RMA and request that a new shifter be sent to me.

Of course, after doing this, I got an email telling me that their internal web site RMA form had bounced the email to them or some such. :)

Despite that, it seems that the RMA has gone through and my new shifter is set to ship out shortly. Will update as to when it arrives and if that was the root of the problem. (Here's hoping that it is, and that the issue isn't actually something within the wheel itself.)
 
It wasnt aimed at you mate but the other recent thread with a new member just coming to GT Planet to vent his frustrations. That really got under my skin as it seemed rather devious. If he had a different approach I think he could of found several people here all would of been willing to help get him at least a reply and something maybe fasttracked.

Thomas from my personal contact in the past with him is a genuine and decent allround guy. I dont think if push came to shove he would see anyone badly treated. You will find cases reported on these forums were Fanatec have been very good to customers too and they with their faults still do more for the communities than any other brand. I think you would find many people rank Fanatec as one of their most loved brands, even with the issues they have had and I agree and see things that could be so quickly sorted. The website is one such thing.

It is a shame they have such issues still to overcome.
However you will also find very mixed reports on CS in the T500RS thread with people having issues some sorted very quickly others not and sent parts to fit themselves.

Like said before you do not see the hundreds of customers that have no issues giving praise. The worst news always travels furthest and faster.

I would goto Mr Ganji's forums and personally seek his attention if he is the main man for the USA. Particulary as Thomas at present and the team in Germany are likely frantic at the moment.

Do try and realise though they could have hundreds/thousands of individual orders being processed at different times. Be patient even though I understand your frustration, Ive been their myself but here I am defending them not because of any personal gain but out of respect for the brand and having been sorted and able to enjoy the products they produce.

I am sure others would backup this as well.
Keep us informed...

As a small business owner myself their is nothing better than turning a disgruntled/annoyed customer with a complaint into a believer and person that will one day praise your service and business.
 
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I posted this exact same thread at insidesimracing, where it's gotten exactly NO response from Darin.

:)


No matter how many new orders they have coming in (and I'm not sure I believe that it's thousands. Fairly pricey sim hardware is very much a niche market, no matter how popular it may seem here.) dissatisfied customers should be a top priority. As you've pointed out, it's the people who are unhappy that make the most noise. Quieting that noise as quickly and efficiently as possible is always in a company's best interests.
 
Not really because someone that wants to moan and make a fuss even after a full refund can still do so. Some people even when refunded are never pleased. The damage is done regardless. It all Im afraid comes down to the individuals involved.

Oh Ive seen that customer in my career many times too.

Tyring to hold a company to ransom in like "sort me out or aim going to bad mouth you" offers the company no guarantee that they still wont.
 
What has the fact a persons first post has to do with it?
Are they Thrustmaster employees in disguise?

Most people find out about these products via Forums.
There is no advertising outside of game conventions or web sites (as far as I know)

If a person can't get satisfaction through the regular channels, they will probably rant off through the media they heard about it from.

Not saying its right mind.
I've had trouble with Fanatec and ranted. I've also had joy from them too and thrown out praise where it was due.
 
Spagetti69
What has the fact a persons first post has to do with it?
Are they Thrustmaster employees in disguise?

Most people find out about these products via Forums.
There is no advertising outside of game conventions or web sites (as far as I know)

If a person can't get satisfaction through the regular channels, they will probably rant off through the media they heard about it from.

Not saying its right mind.
I've had trouble with Fanatec and ranted. I've also had joy from them too and thrown out praise where it was due.
Click to expand...

Like I said it all could of been a hoax. It could be another company representitive sinking low. Their is no assurance either way. The point is some people are like that and just jump in guns blazing.

It wasnt such the point it being a first post neither but in the way the guy attacked the products with false and rather negative things. For instance the plastic cogs used on the CSRE pedals. He mentioned they should be metal.

Why, how many RPM do you think they will do with a person pushing the pedal. Many plastics are very durable, RC cars for instance use plastic cogs/gears at much higher RPM than those pedals. So part of his complaints were nothing more than attacks that really do not reflect the product to be as bad or low quality as he was making out to be.

When you have someone doing that then clearly people on forums such as this can quickly make up their own minds in how to judge them or their comments.

Yesterday was a fine example, how many people jumped right in to order the CSRE regardless of that posters attempts to attack Fanatec's reputation or public perception. So I rest my case, people will have bad luck and sometimes will perhaps badly handle their own misfortune and dissatisfaction but at the end of the day nobody fools anyone really.
 
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The Spur gear in RC cars, higher end models are metal. Although I'll agree with the RPM point.
 
I only pointed out in your example that the higher end use metal gears.

I actually agreed with your RPM point.
No more really to add to that.
 
Mr Latte
Take another example are metal or plastic gears used in DF-GT G25 G27.
All pretty reliable products wouldnt you agree?
Click to expand...

On the subject of G27 did you see the gadget show the other day when they ran Rfactor for 24 hrs?

Did you notice anything interesting?
 
I know you did friend it was just another example to highlight his comment was unfair and easily proven pointless.
 
No, let me guess a Fanatec wheel was in the background on fire or being kicked around the room? :)

We are veering badly off course
PM me if you want spagetti.
 
Well I'm playing devils advocate here.
Also I am not expecting durability comments from beta testers as it is not fair and impractical for them to comment on long term durability.

I think the beta testers would like that saving grace too. Wouldn't be fair on them if products did prove faulty and they started receiving flak.
 
Mr Latte
No, let me guess a Fanatec wheel was in the background on fire or being kicked around the room? :)
Click to expand...

Pure comedy gold. Almost sig worthy.
Do I come across as a Fanatec basher?

Just like to try and keep my feet on the ground. I've raved about Fanatec too. And thrown out praise.
 
Spagetti69
Pure comedy gold. Almost sig worthy.
Do I come across as a Fanatec basher?

Just like to try and keep my feet on the ground. I've raved about Fanatec too. And thrown out praise.
Click to expand...

There are a few of them on this site, if you say just one bad word about Fanatec they get rather hostile. Even towards us that own Fanatec. :)
 
Doug,
I have asked you to send me the e-mails you sent to our support so I can check if you really had to wait 9 days or twoo weeks as you claimed on Forzamotorsport.net. If you care about changing something it would be helpful to see the full e-mail communication you had with our company from the first e-mail you sent. Thank you.
 
I personally found fanatec support helpful.

I think it took two days although it would have been quicker had I been clearer about my problem. This was I needed the return shipping labels sent to me. This was my fault as I think I deleted the first lot.

Ohh and it took maybe 45 mins between each email during working hours so certainly no delay :)

In terms of build quality I found no problem. And I can assure you I am not biased to fanatec :)

Edit: and I emailed Thomas yesterday and it came back that day.. it maybe I emailed the late evening on Wednesday..

And I emailed today at lunch and I bet I hear back from Thomas by Monday :) LOL *hint* :P
 
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I too, have had a good result with support. From the ordering and receiving to getting responses from email. I didn't even fill out the recommended info for emailing and they still sent me the updated(beta) firmware file in I think 2 days. Just my experience.
 
As Mr Latte I believe menyioned..

It is a lot rarer for positive feedback compared to negative..

So I think new customers or future customers should also take that into account after viewing threads like this.
 
Spagetti69
Pure comedy gold. Almost sig worthy.
Do I come across as a Fanatec basher?

Just like to try and keep my feet on the ground. I've raved about Fanatec too. And thrown out praise.
Click to expand...


Spagetti69
Well I'm playing devils advocate here.
Also I am not expecting durability comments from beta testers as it is not fair and impractical for them to comment on long term durability.

I think the beta testers would like that saving grace too. Wouldn't be fair on them if products did prove faulty and they started receiving flak.
Click to expand...


Their certainly is an edge to your comments lately regards beta/testers, myself anyways and the upcoming CSRE reports. You are the most vocal in having expressed your opinion on the matter that not only could some reports be possibly "untrustworthy," "brown nosed," and your most recent comment that as it's "best X360 wheel so little need for a review". Do you think you are showing much positivity about the upcoming reviews and some of the most exciting hardware products this year?

I think you fail to realise the enjoyment and seriousness some of us are taking regards actually ensuring the reviews are nothing like how you presume or are in anyways concluded before they are started. Regards reliability if the product appears to have improved design elements and many things you know yet nothing of, why do you try to make it an issue that reviewers shouldn't comment regards reliability? What they can do and will do my friend is give an account on what their test experience has been and their own opinion on the product. Thomas has already stated the review will not be controlled and are down to each individual.

It shows a little disprespect that you wont at least put the same praise into the fact that GTP is very fortunate that it will have several members making reviews/reports. Come on you could appear to be more positive such is coming. When was the last time Thrustmaster or Logitech gave free reign to open reviews prior to a new product launch?

Save your assumptions/criticisim for when the reviews are released...
Let the guys getting these new wheels enjoy the moment.
 
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amf7
Maybe slightly bitter too
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Uh ok.

No more comments from me.
How you read my quote as a criticism is beyond me.

I try to cut some slack by saying that beta testers shouldn't be held up for potential durability issues and you bring up my negativity towards you.

Damn no one can comment on durability yet.

I'm out.

Oh one more thing. Check my posts. I've said on more than one occasion that the testers we have here are more than capable of doing the job.

Brown nosing as you brought it up was not directed towards anyone else. I told you in pm I would drop it but you mention it again and again.
 
Who me?? Pm'd

Anyway it was more sarcastic tounge in cheek. I know I'm jealous if those 3 LOL
 
I reckon somebodys losing their cool.

You did ask me what I thought.
I commented back on just comments you have made and some just recently.
So try to understand how your comments could be read as being a little unfair or negative.


Let me ask you this again as you didn't answer...

"Do you think you are showing much positivity about the upcoming reviews and some of the most exciting hardware products this year?"
 
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Well it looks like I maybe getting a reply from Thomas next week.. but that's hardly bad going for a CEO if a bigish company
 
Fanatec's done right by me every time I contact them. But people have to know and have common sense that people that have a problem are way more vocal than those that don't. I stand by what I said that probably the majority of people are happy with Fanatec. There are obviously some that are not. In those instances maybe Fanatec dropped the ball. Maybe spam filters were in place, could be a lot of things. But from my personal experience its been satisfactory. My beef is with people who haven't even contacted Fanatec or don't even own a Fanatec product commenting on stuff that doesn't even pertain to them. Of which, there are a lot. LOL

Anyway, again hope your problem gets fixed. Thomas is definitely reaching out to you.
 
Fanatec...
Doug,
I have asked you to send me the e-mails you sent to our support so I can check if you really had to wait 9 days or twoo weeks as you claimed on Forzamotorsport.net. If you care about changing something it would be helpful to see the full e-mail communication you had with our company from the first e-mail you sent. Thank you.
Click to expand...

I sent you that information in a PM reply here shortly after you first responded in this thread. As you requested. The timestamp is Nov 11 2011, 11:13 AM in my sent messages box here.

Perhaps Fanatec employees have selective vision when it comes to my communication and that's why I"m having difficulty? :)
 

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