Fanatec Support

  • Thread starter Thread starter Sebastalona
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Sebastalona

Sebastalona

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Scotland
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Sebastalona
Hi there, I'm looking for an alternative way to contact Fanatec regarding my defective Clubsport pedals.

I initially contacted Fanatec on their website using the standard email contact form. I received a response the next day from Johannes asking for a video of the issue.

I made a couple of clips (last Wednesday) and sent them to Johannes email directly. I heard nothing back after a couple of days, so I sent the custom email to e-support@fanatec.com (the one where you have to give the serial number, invoice, all email correspondence etc).

I did this on Monday and Tuesday, but I haven't even received an acknowledgement. I did receive the automated email telling me what details I had to send (which I already have done....twice).

I had to send my GT2 back for repair only a few weeks after I purchased it, and that was dealt with swiftly. I've only had the CSP's for 3 months, but the brake has completely failed (showing no input on driver).

Sorry for the long post, but if anyone could point me in the direction of another contact source I would be very grateful.
 
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There's a German phone number on their website - I could call them, if you want. Not sure if they speak English, so it might be easier for me. :)
 
Mr. S
There's a German phone number on their website - I could call them, if you want. Not sure if they speak English, so it might be easier for me. :)
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That's very kind of you! What details would you need?
 
Could you forward the e-mail to me? I'll send you a PM containing my e-mail address. Their business hours are 2pm - 4pm GMT+1, so I'll call them around 2pm. :)

Edit: but please cut out all the stuff I don't need, like credit card data etc., just to be clear on that. :)
 
Mr. S
Could you forward the e-mail to me? I'll send you a PM containing my e-mail address. Their business hours are 2pm - 4pm GMT+1, so I'll call them around 2pm. :)

Edit: but please cut out all the stuff I don't need, like credit card data etc., just to be clear on that. :)
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Excellent, thank you very much.:)
 
Over at NoGrip there is a forum thread esp. for Fanatec customer support. www.nogripracing.com and the mod has an ear over at Fanatec. I had an email lost in the shuffle and he cleared it up for me right away.

It's in the hardware section.
 
Right, just got off the phone - funny thing, the guy who replied to your e-mail picked up. Anyway, I asked him about it and he said they have lots of e-mails in their inbox right now and you had sent several e-mails, so they need to follow-up each time. :D

He promised to check your reply as soon as possible but would be glad if you wouldn't send any more e-mails since that'll cause further delays. So, in short: he's on it, sit tight. :)
 
Mr. S
Right, just got off the phone - funny thing, the guy who replied to your e-mail picked up. Anyway, I asked him about it and he said they have lots of e-mails in their inbox right now and you had sent several e-mails, so they need to follow-up each time. :D

He promised to check your reply as soon as possible but would be glad if you wouldn't send any more e-mails since that'll cause further delays. So, in short: he's on it, sit tight. :)
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Fantastic!! That's all I was really looking for (confirmation that they had received my email(s!).

Thanks once again for taking the time to call on my behalf, I really appreciate it.
 
fyi, Johannes is one of their support agents. He is slightly overwhelmed with requests currently. I myself had to wait a few days back and forth with him when I had my CSP issue. If you just email the support email, you will hear back quicker. This is in my experience anyways.

EDIT: just saw above lol. Same lines as what I said. The more emails you send johannes, the more backed up he will be.
 
AGP5000
fyi, Johannes is one of their support agents. He is slightly overwhelmed with requests currently. I myself had to wait a few days back and forth with him when I had my CSP issue. If you just email the support email, you will hear back quicker. This is in my experience anyways.

EDIT: just saw above lol. Same lines as what I said. The more emails you send johannes, the more backed up he will be.
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Johannes was/is my "supporter" also, hate to be in his shoes at the moment :sly:
 
AGP5000
fyi, Johannes is one of their support agents. He is slightly overwhelmed with requests currently. I myself had to wait a few days back and forth with him when I had my CSP issue. If you just email the support email, you will hear back quicker. This is in my experience anyways.

EDIT: just saw above lol. Same lines as what I said. The more emails you send johannes, the more backed up he will be.
Click to expand...

Ha, ha, I know. I guess in hindsight I just got a little frustrated, but at least I know it's in hand now. I just want to get back on the track!
 
He was very friendly, on a side-note - I can only imagine how much work they're having after the holidays, especially since many people might've blown up their new toys due to not having used them as intended, which adds to the ones that were DOA or simply faulty.
 
Mr. S
He was very friendly, on a side-note - I can only imagine how much work they're having after the holidays, especially since many people might've blown up their new toys due to not having used them as intended, which adds to the ones that were DOA or simply faulty.
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Yes, I agree. It was just the fact that I was initially responded to almost immediately, and then nothing for a week. It made me think that they perhaps hadn't received my subsequent email with the important video links.
 
Mr. S
He was very friendly, on a side-note - I can only imagine how much work they're having after the holidays, especially since many people might've blown up their new toys due to not having used them as intended, which adds to the ones that were DOA or simply faulty.
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And the sad thing is between 25-40% of that, is user error............

I am one who will troubleshoot to the enth degree until it NEEDS attention. With my CSP's, I did about 4 things asked of me before we agreed they needed to be sent in due to bad sensors and board. Most would simply say no to trying those quick fixes......
 
AGP5000
And the sad thing is between 25-40% of that, is user error............

I am one who will troubleshoot to the enth degree until it NEEDS attention. With my CSP's, I did about 4 things asked of me before we agreed they needed to be sent in due to bad sensors and board. Most would simply say no to trying those quick fixes......
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I'm willing to try anything support suggests, just as long as the outcome for me is a functioning set of pedals.
 
See, we can finally live in peace...happily ever after. Or something like that.

If anyone ever needs the same favour: shoot me a PM, I'll call any German manufacturer you need help from.
 

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