Getting Someone's Attention at Fanatec....?

[Owen Meany]

Can some one provide any tips on how to get Fanatec's attention? I have a Clubsport, BMW GT2, Formula 1 and CSR Elite set up, which I have enjoyed very much. Recently, the brake pedal stopped returning to the full upright position after heavy braking. I still do not know if this a load cell issue or other problem, but I cannot get anyone from Fanatec to help me out...I have tried to use their recommended practice of contacting them through their website portal, I have tried to contact them through Facebook, I have tried to contact their US distributor and have gotten nowhere.....all the while my playseat sites silent and my skills get rusty....

Any help or recommendations would be very much appreciated....

 

[fatkrakr]

Can some one provide any tips on how to get Fanatec's attention? I have a Clubsport, BMW GT2, Formula 1 and CSR Elite set up, which I have enjoyed very much. Recently, the brake pedal stopped returning to the full upright position after heavy braking. I still do not know if this a load cell issue or other problem, but I cannot get anyone from Fanatec to help me out...I have tried to use their recommended practice of contacting them through their website portal, I have tried to contact them through Facebook, I have tried to contact their US distributor and have gotten nowhere.....all the while my playseat sites silent and my skills get rusty....

Any help or recommendations would be very much appreciated....

Make a youtube video of your issue, send Fanatec support the link to the video. They always reply to me promptly, asking me to remove the video also.

 

[Gunstar]

Try setting something on fire.

 

[eKretz]

I often send several emails if they don't answer within a couple days. Sort of like giving them a poke with a stick.

 

[Azure Flare]

Throw bricks through their windows.

 

[nascarfan1400]

Throw bricks through their windows.

No no, wait! Flaming bricks!... Through the CEOs window!

But I think what @fratkrakr said is the best bet.

 

[Owen Meany]

Thanks folks. It truly amazes me how any company can have such little value for its customers....

I have gotten one email but no resolution......I like the youtube video idea...

 

[bumer]

It truly amazes me how any company can have such little value for its customers....

I believe it's debatable. Yes their customer service has sometimes better days, sometimes worse and really needs improving, yet there aren't that many companies where you can communicate with a CEO and who also ask what kind of products you would like to see in the future or what kind of features you would like to have in new products.

 

[Owen Meany]

UPDATE: I am bewildered at that of care that Fanatec for its customers...


In mid April I posted my OP. After multiple emails I finally got a response and a Return Authorization to send my Pedals to a service center in Florida. Embarrassingly, I some how deleted the RM number and address....You would think it would be relatively easy to get a response and re-send. BUT NO! Below are a coupe of emails I sent. I have also re-posted through their website, send a video if the problem.


I have never experienced a company's blatant disdain for it own customers.


Bumer: Really? I should take delight in the fact the CEO has dropped in this site!? Are you kidding? I spend over $1000 on their products and I am left with a pile of crap collecting dust. It is absolutely clear that Fanatac places very little value on its customer or the retention of customers. I have had several friends fall for "sim racing" once they sat in my rig. I have told very one of them to spend their money elsewhere. Thrustmasters, Logitec, but not to spend money with Fanatec.

I am over 50 and financially stable, I can afford to abandon this set up and go with a new one. But I cannot tolerate the feeling of being utter ripped off. Next the my video goes on youtube and I will personally tell my tale to any one contemplating the purchase of a Fanatec. Why should any one pay a premium for the "expensive gear" only to be apandoned by manufacture.


May 2, 2014 Send to “Webshop and through Fanatec Website:


Hello -

I have sent multiple emails. Fanatec authorized a Return for repairs. I accidentally deleted the RM number and the email.

This is at lease my (4) attempt to get someone at Fanatec to respond and resend the RM number and address.

Once again, can some please resend. I am getting upset at the difficulty in dealing with your company. I have spend a lot of money on your products. This is very disappointing as it is clear that the value of you custonmers is very low.

John Brazier, 310-XXX-XXXX

I have Purchased:

Clubsport - $450.00US
BMW GT2 Rim - $250.00US
Formula 1 Rim - $180.00US
CSR Elite Pedals - $150.00.US

Over a $1000 in the last (6) months and I cannot even get someone to assist?


As of May 7, 2014 – No response at all to the above: so the below was sent through website and email address


Could some one PLEASE PLEASE PLEASE respond to my emails. PLEASE. I have been trying to get my pedals fixed for over a month. I have send videos, I have sent emails through your website, I have send email to the US distributor.

Yes. I admit that I mistakenly deleted the email with the Return Authorization you sent a couple of weeks ago. Why is it so difficult you to respond to you customer's inquiries?

I have been without my pedals and thus, cannot use my set up


Please note: message attached

From: Fanatec<no-reply@fanatec-shop.com>
To: jbrazier1@XXXXXX.com
Subject: Fanatec - Your technical support request
Date: Fri, 02 May 2014 17:46:42 +0200

(Acknowledgement of Request through Website)



I am going to update this with all developments....

 

[bumer]

Bumer: Really? I should take delight in the fact the CEO has dropped in this site!? Are you kidding? I spend over $1000 on their products and I am left with a pile of crap collecting dust. It is absolutely clear that Fanatac places very little value on its customer or the retention of customers. I have had several friends fall for "sim racing" once they sat in my rig. I have told very one of them to spend their money elsewhere. Thrustmasters, Logitec, but not to spend money with Fanatec.

Sure you have had bad experience with Fanatec and there are many persons like you but there are definitely a lot more happy customers. I know people who have got ripped off many times from grocery stores asking higher price than advertised, have had problems with mobile service providers, problems with computer parts warranty. I have personally had a problem with logitech g25, but I would still buy from logitech if they would bring a lot better wheel out. So there are problems probably with every company in the world that sell stuff for at least someone and it will always be like that. If we should not buy from or recommend manufacturers/stores we know someone have had a problem, we couldn't buy anything, but that is life.

 

[soap_hand]

What email are you using? Maybe it is possible they are not recieving them. Just a thought. I know some providers do not mesh well with others for whatever reason. Edit. Nevermind. I see they have responded once so not an email issue...

 

[cassiusclay99]

At that point I wonder if Bumer works/is related with Fanatec. Seriously man... Can't you just let people who paid big money for stuff complain if they want to? Do you really have to defend Fanatec on every topic pointing their flaws? Do you HAVE to play the devil's advocate all the time?
I think Logitech sold many more wheels than Fanatec and I never saw customers complain that much about them.

 

[bumer]

At that point I wonder if Bumer works/is related with Fanatec. Seriously man... Can't you just let people who paid big money for stuff complain if they want to? Do you really have to defend Fanatec on every topic pointing their flaws? Do you HAVE to play the devil's advocate all the time?
I think Logitech sold many more wheels than Fanatec and I never saw customers complain that much about them.

I have no relation to Fanatec. Eventhough I may defend them, I haven't had anything extra or even a cent cheaper from them unlike other persons that get things half the price but still bash. There's people who have gotten CSP pedals 50 cheaper if their standard pedals failed. I haven't had a thing even with 2 failed wheels.

Well, I'm not a person when something does not go the way I like, go and complain to everyone over and over again about the subject. I let it go and move on. I have had two Fanatec GT3RS failing. After first problem, they sent me a part and all was well, but with other problems, I didn't want to bother myself dealing with the warranty (sending things back - wasting time), so I basically scrapped them but still bought CSW from them despite having previous two wheels fail. I just treat other persons and companies the way I want to be treated. If I would have a company, I can't guarantee, that everything is 100% super all the time, things happen. There are always things to improve.

What use have people had ranting about such problems in the Internet? Have companies dealt with those persons any faster or differently thanks to those threads? It is just a waste of their own time. Such threads like eKretz one is useful where you learn the ways to make your products better.

 

[eSZee]

I believe it's debatable. Yes their customer service has sometimes better days, sometimes worse and really needs improving, yet there aren't that many companies where you can communicate with a CEO and who also ask what kind of products you would like to see in the future or what kind of features you would like to have in new products.

Umm, pretty much any small, up and coming company is just like that. Do you think they can afford to hire middlemen? No, you talk to the boss directly.

 

[dsgerbc]

They are a slow, but they do reply. It took me a month to get them to send a set of spare hall-effect sensors to in exchange for cash (I'm out of warranty), but they did it in the end.

 

[RacerXX]

I'm sure this could be diagnosed right in this thread with some information gathering. Post that video and maybe answer a couple more questions and most likely we'll narrow it way down or even solve the issue. In the end it's not a very complicated device.

 

[bumer]

They are a slow, but they do reply.

Exactly, they are slow. Even my dealing with Logitech years ago took 1,5 months, and between this time, 3 or 4 letters only were sent, because it took them about a week to reply my every letter. So even big companies that everbody praise are slow sometimes. It would be interesting to know how things work. It kind of seems like every region works through Germany, but as USA is in totally different timezone, it takes time to even communicate inside the company or they just have inadequate persons at work like I see very often in my local computer stores, where they just sit through their day doing as little as possible.

 

[JogoAsobi]

This subject is like an old tape player stuck looping at a party.

One side of the room says, its broken, change the tape.
The other side of the room says, its fine you're just hearing things.

Washed, rinsed, and repeated endlessly on various sim forums on www.

Similar threads/posts are on www regarding other manufacturers' products...
...but not in same frequency/volume.

 

[ultimate]

I have many exchanges with Fanatec on mail.
They lack of responsiveness and sometimes for several days (up to a week) without any response.
Now i figured out how they work lol.
When they dont answer you quickly (48 hours), call again, they will answer you within a business day.