How to EFFECTIVELY Contact Fanatec Support for Timely Responses

[AGP5000]

In order to help us to process your request quickly you will get a higher priority if you follow these rules:

Please...
...include a copy of your invoice (pdf) or order confirmation (e-mail) so that we have all order data
...write down the product name (s) and serial number (s) (can be found on the bottom of the product)
...do not send to multiple e-mail addresses . The request will only be processed if e-support@fanatec.com is the only recipient
...make sure you always include the full email history with every e-mail you send to support.
...make a video of your problem. Please send it directly by Email or u pload the video to www.mediafire.com (you can also use youtube or photobucket if you link it) . Please try to keep it small! If we can verify the issue t his will allow us to send you a replacement unit without waiting for a return of the product. Please do not use youtube or a similar service – we will need to download the file easily!
...make sure you have a problem which is not described in the FAQ
...read the manual. Sounds trivial but 20% of requests could be avoided if the user reads the manual.
...list the following info
Tested operating systems or game consoles on which the problem occurs
Tested games which show the problem

From a member:

One of our fellow members has found that apparently some internet providers (AT&T, Yahoo) block emails from the fanatec and 911wheel domains. If you send a support request to Fanatec, you should receive an automated answer within a day. If you don't receive such a confirmation then possibly the email was blocked. Try to send the same email using a different email address (e.g. hotmail or gmail).



YOU MUST FOLLOW THIS LIST IN ORDER, or they reserve the right to put you to the back of the line so to say. I have had NO issues when following THIS protocol. With this, there should NOT be issues between us(the customer) and support. I hope this helps and is informative.

 

[Caz]

Great idea!

 

[ImSixString]

Well every single time I have had a problem, it has taken weeks to hear back. I always follow their protocol and still have to wait. I emailed support about my CSRE going on 3 weeks now. I got the automated reply but nothing else. I honestly don't think it should take weeks for a reply. In my case, my other problems took months for solutions. That is ridiculous. People keep talking about how support has improved, I say BS. This is my third problem in three years and here I am, waiting weeks again.

 

[BLACK86]

well the last time i contacted fanatec support it was excellent and had a new shifter shipped out a day or so later.

i emailed fanatec yesterday about the clubsport pedals i received this friday, gave everything they have asked for bar what games/operating system the problem is on as its not on any because the fault is actually on the csp themselves. so far i havent received a reply but it has not been 24hours yet so im not concerned.

i havent got a confirmation email tho??

 

[scoddee]

In order to help us to process your request quickly you will get a higher priority if you follow these rules:

Please...
...include a copy of your invoice (pdf) or order confirmation (e-mail) so that we have all order data
...write down the product name (s) and serial number (s) (can be found on the bottom of the product)
...do not send to multiple e-mail addresses . The request will only be processed if e-support@fanatec.com is the only recipient
...make sure you always include the full email history with every e-mail you send to support.
...make a video of your problem. Please send it directly by Email or u pload the video to www.mediafire.com (you can also use youtube or photobucket if you link it) . Please try to keep it small! If we can verify the issue t his will allow us to send you a replacement unit without waiting for a return of the product. Please do not use youtube or a similar service – we will need to download the file easily!
...make sure you have a problem which is not described in the FAQ
...read the manual. Sounds trivial but 20% of requests could be avoided if the user reads the manual.
...list the following info
Tested operating systems or game consoles on which the problem occurs
Tested games which show the problem

From a member:

One of our fellow members has found that apparently some internet providers (AT&T, Yahoo) block emails from the fanatec and 911wheel domains. If you send a support request to Fanatec, you should receive an automated answer within a day. If you don't receive such a confirmation then possibly the email was blocked. Try to send the same email using a different email address (e.g. hotmail or gmail).



YOU MUST FOLLOW THIS LIST IN ORDER, or they reserve the right to put you to the back of the line so to say. I have had NO issues when following THIS protocol. With this, there should NOT be issues between us(the customer) and support. I hope this helps and is informative.

This EFFECTIVELY shows that although you're trying to be helpful, you don't double check what you post. Please reread and fix the glaring contradiction. Thanks

Scotty

EDIT: spelling error

 

[blacbul67]

This EFFECTINELY shows that although you're trying to be helpful, you don't double check what you post. Please reread and fix the glaring contradiction. Thanks

Scotty

Hmmm...
I'm not sure what the glaring contradiction is, but it is clear from your typographical error you don't check what you post. Please re-read and correct the spelling mistake.

Thanks.

Rob

(I could not resist...)

 

[bladezzz]

Well every single time I have had a problem, it has taken weeks to hear back. I always follow their protocol and still have to wait. I emailed support about my CSRE going on 3 weeks now. I got the automated reply but nothing else. I honestly don't think it should take weeks for a reply. In my case, my other problems took months for solutions. That is ridiculous. People keep talking about how support has improved, I say BS. This is my third problem in three years and here I am, waiting weeks again.

You're not alone...Same here.

Best part is, when you read on the 911-site the newly wanted support-employees for each country HAVE TO reply an email in 48hours.
IMO that's possible every time, even if it's just to let you know that they're working on it or have received the mail..

I wish I had a bigger house because if have the time and I would defenitly put down an application..! I can't stand waiting for answers and I'm sure I'm not the only one.

 

[scoddee]

Hmmm...
I'm not sure what the glaring contradiction is, but it is clear from your typographical error you don't check what you post. Please re-read and correct the spelling mistake.

Thanks.

Rob

(I could not resist...)

Touché.....corrected.....reread re-read. (ref. Dictionary.com; Cambridge Dictionaries Online, British English)👍

Scotty

 

[kondor999]

Sorry to hear this happened to you. They replied to me same-day when my power brick was DOA. Did you include the original order PDF?

Well every single time I have had a problem, it has taken weeks to hear back. I always follow their protocol and still have to wait. I emailed support about my CSRE going on 3 weeks now. I got the automated reply but nothing else. I honestly don't think it should take weeks for a reply. In my case, my other problems took months for solutions. That is ridiculous. People keep talking about how support has improved, I say BS. This is my third problem in three years and here I am, waiting weeks again.

 

[SGETI]

Add this , here is an email to a live person from Fanatec. This guy Tom, contacted me when i stated the USA web page would not allow me too register and make a purchase. Good luck.

Fanatec... GTP Addict
I forgot to give you my e-mail: thomas@fanatec.com

 

[ImSixString]

Sorry to hear this happened to you. They replied to me same-day when my power brick was DOA. Did you include the original order PDF?

Kondor, I included everything. I even sent 2 vids instead of one. I have to agree with Blade, even if they're looking into a problem, at least let us know. Waiting weeks to hear anything is just ridiculous. When I had a problem with my csp's, there was actually a span of a month between replies from support, A MONTH!!! I guess that's why it took 3 months for a solution. I'm not knocking Fanatec the company, I love my Fanatec gear, it's just their customer support is horrible. Now I'm having a problem with my new csp's too, I'm not even gonna attempt to contact support, I'll try to figure it out on my own first.

 

[AGP5000]

This EFFECTIVELY shows that although you're trying to be helpful, you don't double check what you post. Please reread and fix the glaring contradiction. Thanks

Scotty

Scotty, I knew that was in there. What is in parenthesis was added in by me to still let others know you CAN use youtube, even though they suggest you do not. Just link it in lieu of sending the youtube file(too big this way) to them. It makes it easier that way.

When they say, please do not use youtube, they mean do not send us the embedded youtube file. If you link it, there is no issue.

 

[bladezzz]

Kondor, I included everything. I even sent 2 vids instead of one. I have to agree with Blade, even if they're looking into a problem, at least let us know. Waiting weeks to hear anything is just ridiculous. When I had a problem with my csp's, there was actually a span of a month between replies from support, A MONTH!!! I guess that's why it took 3 months for a solution. I'm not knocking Fanatec the company, I love my Fanatec gear, it's just their customer support is horrible. Now I'm having a problem with my new csp's too, I'm not even gonna attempt to contact support, I'll try to figure it out on my own first.

I received an answer this morning (12th day) and he told me, they're flushed with mails at the moment. He gave his excuses and new PCB's and another loadcell are coming my way.

I really think Fanatec is doing everyting in there power to answer but with all the new stuff they've put on the market, they get flooded if the failure rate is higher than expected.
When the representatives for countries are hired, everything will fall into place I think.
Fanatec is still a growing company and will keep growing if they keep putting premium gear on the market so a good support is a must

 

[BLACK86]

When they say, please do not use youtube, they mean do not send us the embedded youtube file. If you link it, there is no issue.

this should clearly be stated because it was a hassle for me to trim the videos i sent and make sure they are small

 

[AGP5000]

this should clearly be stated because it was a hassle for me to trim the videos i sent and make sure they are small

Some things still seem to get lost in translation it seems. But just imagine what we would be initially paying for Fanatec if they didn't keep it sales/service oriented within itself........

With that said, yes, all you need to do is add the link, not the file itself. It is confusing, but nothing that can't be figured out. hence, why I added my parenthesis to it with that side note.

They seem to be slightly overwhelmed in the support department. So do not fret, if you follow the list above, give them a few days, they WILL respond. If you do not follow the list however, you may night hear back for a bit, if at all.

These days people simply want things to go their way no matter what is stated. It is truly sad to see society going to what can you do for me, in lieu of what can I do for you. Too much self entitlement by most these days...........
Get over yourselves. And parents are NOT helping kids out by getting them iPhone's when they are 7-15 years old.............I give my folks a LOT of credit for teaching me self responsibility and self reliability. I am only 25 and am going to be very close to making six figures this year, and will be getting a car of my dreams in a few months! It astonishes me how long I have to wait (rather it be in line for coffee/food or trying to get assistance) for the simplest of things anymore. There is a total lack of respect among people to others.......Sorry for the rant, just how I feel it is here in the states.

I work in the service/sales/marketing industry. Customer Service comes first, or we would not be in business. aka where Best Buy is spiraling towards.....

 

[Energizerrr]

Sorry about this because I know it will sound harsh but whoever doesn't follow this protocole shouldn't get a reply and if you do get a reply you should be grateful.
I'm honestly amazed at the ammount of people who moan on forums about Fanatec's CS taking ages to respond, what a load of bulls***, if you don't follow the protocole you shouldn't be dealth with, simple as that.

It's nice of you that you posted this but what's the point, are there that lazy people who can't be bothered to read a simple email?

@AGP - Agreed with what you've said.
Glad that you're doing good, keep it up mate. 👍

 

[AGP5000]

It's nice of you that you posted this but what's the point, are there that lazy people who can't be bothered to read a simple email?

It's society feeling entitled to anything it wants. And, if they don't get it, bitch, moan, then bitch a little more. In lieu of reading and trying to figure out what is really going on. I am almost certain 30-40% of support questions are simply complete user error. I troubleshoot to the enth degree until I make an inquiry to support.

I was always taught in life you never make excuses, you find solutions to the problem. I do not want to hear the 99 reasons why you can't get something done, I want to hear the 1 reason you CAN get it done. That is the attitude I take toward work and life as a whole.

Most of my high-school classmates look @ me like the bad guy or a$$hole due to I still live in my hometown, but found a damn good job. While they are living on unemployment or working a half-a$$ job to get by. I am NOT a guy who settles. I am a guy who will only shoot for the top. I have a LOT of ambition and drive, and can't stand 95% of people I deal with. I have big goals and dreams in life, and if I take the right steps, I can make some, if not all of them happen.

Excuses, excuses. Get off your a$$es folks and read. do something. don;t just sit in front of a computer screen and hope all will be well..........

Funny thing is, it is a GOOD day at work for me LOL. Got a little over $100k in sales this week so far. gunning for more!

 

[BLACK86]

It is confusing, but nothing that can't be figured out.

i see where you are coming from but its not right to say the above, why would i try to figure something that i thought doesnt need figuring out. they say "Please do not use youtube or a similar service – we will need to download the file easily!"

when i read that i thought ok they have issues streaming video, and they actually want the physical file on their hard drives for research purposes and not wanting to stream it everytime they want to view it. and the "download easily" bit i actually thought they didnt want to use those sites where you put the youtube link in and it downloads the video as they can be a pain sometimes, theres no way me and many others can figure out that a youtube link is acceptable by reading that statement.

i dont think embedding the file adds the whole file to the email, maybe im wrong but i thought its when you press play thats when the download/streaming begins so in essence an embedded file is really just like a youtube link just with a snapshot pic of part of the video i think.


its like that here in the uk, no one gives a crap about anyone just themselves, no patience, its all now now now, people want instant satisfaction, its just a sign of the times i guess. and you are fortunate to have been brought up with values.

 

[AGP5000]

And it's the lack of values that lead people to believe Fanatec has bad support when really it is themselves they need to look at. And it's not just the states or UK, it's a worldwide issue.

Simply read and follow instructions. Is that too hard? I did, and had nothing but success with Fanatec Customer Service. In fact, for the size of company they have, it is impressive how well they do for themselves if you do as they say.......

With the youtube thing, they ask you dont send them the youtube file. Just copy and paste the link to the site, then they can watch without downloading it. All I have ever done is link my photobucket vids to them, and have had no issues. With very quick responses and turnaround.

 

[BLACK86]

yes it true about the lack of values but theres always two sides to a story, i mean people have followed their instruction and still haven heard anything for days, i still havent heard anything in regards to my csp that came friday with a wobbly accel pedal, its coming upto 48hrs now and i havent got a confirmation email even but to be honest i totally understand, because they have launched a new product and they are inundated with emails in regards to that, ive read it on a few sites. im lucky enough to understand and have the patience to not mind about it.


i guess im just trying to shout up for the people who have followed instructions yet still dont get anywhere and ive read alot of cases that are like that, and just wanted to say you guys arnt forgotten

 

[BLACK86]

Sorry about this because I know it will sound harsh but whoever doesn't follow this protocole shouldn't get a reply and if you do get a reply you should be grateful

to be honest i think that is too harsh, if fanatec receive a email for support with incorrect information then they should just simply send a email back asking for correct protocols, or actually even better, they should just set up a automated email with a acknowledgement of receipt of the customers email and the protocols clearly stating that emails may not be dealt with quickly if these protocals arnt followed.

so incase the customer didnt know he needed to include certain info he will do.

 

[BlazeAndMarie]

Hello! I was hoping for some help with contacting Fanatec support, because I have been having some problems I did not see listed.

First of all, I have added ALL of the requirements to have the Email looked at. (video, invoice and confirmation email, product name, serial number ect.)

The first time I sent the Email I did not have a video of my problem and I received the "Thank you for your support inquiry. Perhaps you heard about this e-mail address from another source and you are not aware of the requirements we have in order to speed up the service process and give you a higher priority so we would like to mention it again:

Please.." Followed by the posted list.

After I added the video, when I send the Email I instantly get a message back labeled Mail Delivery Service that states "This message was created automatically by mail delivery software.

A message that you sent could not be delivered to one or more of
its recipients. The following addresses failed: <e-supportfanatec.com@mailx.endor.ag>" Followed by endless numbers and letters.

Thank you for any help.

-Blaze

 

[Mahnegold]

Your email is too large due to the attached video.

 

[BlazeAndMarie]

Thank you! I removed the video and sent a Youtube link of it instead. When I sent the Email I received:



"Thank you for your support inquiry. Perhaps you heard about this e-mail address from another source and you are not aware of the requirements we have in order to speed up the service process and give you a higher priority so we would like to mention it again:

Please..
…include a copy of your invoice (pdf) or order confirmation (e-mail) so that we have all order data
…write down the product name(s) and serial number(s) (can be found on the bottom of the product)
…do not send to multiple e-mail addresses. The request will only be processed if e-support@fanatec.com is the only recipient
…make sure you always include the full email history with every e-mail you send to support
…make a small video of your problem. Please send it directly by Email or upload the video to www.mediafire.com. Please try to keep it small! If we can verify the issue this will allow us to send you a replacement unit without waiting for a return of the product. Please do not use youtube or a similar service – we will need to download the file easily!
…make sure you have a problem which is not described in the FAQ
…read the manual. Sounds trivial but 20% of requests could be avoided if the user reads the manual.
… list the following info
Tested operating systems or game consoles on which the problem occurs
Tested games which show the problem

Only if you follow all of these rules, your request will be handled fast and smooth. Thank you."


I am sure I have all of these things in the Email. Does this mean it did not go threw or do they always send this? Thanks for all the help.

-Blaze

 

[erahk64]

I am sure I have all of these things in the Email. Does this mean it did not go threw or do they always send this? Thanks for all the help.

-Blaze

They always send it.

 

[BLACK86]

i dont understand why i havent received a confirmation email, makes me wonder if they have not got my email and thats why i havent had a reply

 

[Mr. S]

i dont understand why i havent received a confirmation email, makes me wonder if they have not got my email and thats why i havent had a reply

I gave them a call for someone today (due to us not knowing if phone support is available in English, too) and the guy on the phone told me they've an extraordinary amount of requests atm. Answers will take a while but they'll get back to everyone.

 

[erahk64]

i dont understand why i havent received a confirmation email, makes me wonder if they have not got my email and thats why i havent had a reply

If you have not received any mail from a support guy after a week, forward your previous mail and ask if they missed your previous mail or if they have started to look at your problem.
It happened me once and I got a reply on the second mail.

It can take several days until they reply since it's a small company.

 

[scoddee]

Scotty, I knew that was in there. What is in parenthesis was added in by me to still let others know you CAN use youtube, even though they suggest you do not. Just link it in lieu of sending the youtube file(too big this way) to them. It makes it easier that way.

When they say, please do not use youtube, they mean do not send us the embedded youtube file. If you link it, there is no issue.

Thanks for the clarification Anthony. That's a nice tip that I will use if it becomes necessary. 👍

Scotty

 

[BLACK86]

ok i know why i havent received a confirmation email, thats because i included to small videos with the email, instruction say i can do this. they say they would like easily downloadable videos, both my clips were 5mb each so thats 10mb which i think is small. it only took a few secs to send anyway.

so sent them a new email with youtube link.

aha already received a confirmation email.

special thanks to redi from nogripracing forums as he is close to fanatec and was told by them they didnt receive a email, so if it wasnt for him the mystery would not have been solved