People with any CSR E issues come in here

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Mayaman

Mayaman

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I was having a problem with my CSR E not responding to the PC tuning software. It would do weird things like not register the pedals, and the shifter.

Well while I was building a support brace for my steering column I noticed that when I touched the metal plate on the wheel it moved the wheel as if I was turning it on. I think there is something in the assembly of the plate and wheel that is carrying current. Shorting out the wheel or giving it current.

Just an FYI. I'm isolating the wheel with a rubber base just in case. Anybody else experience this?
 
I'm not having the same problem but am experiencing a dysfunctional wheel.

As posted in another thread my wheel will not go into PC or PS3 mode. E-mail has been sent to Fanatec but no reply yet. This wheel has turned into an expensive wheel paper weight.
 
Can we move this into the other csre issue thread to consolidate all the problems and keep the information on remedies in one place please.
 
when in the fanatec pc setting screen, which pedal is suppsed to vibrate? The brake or the gas? my gas pedal vibrates.
 
Don't know if you consider the rim an issue but my Elite wheel has been packed away in it's shipping box for sometime now. I hope there is a decent GT replacement soon, otherwise I will look for a mod or put it up for sale. The toy rim that's on there now is unacceptable for me.
 
Well the rim isnt perfect for sure but I wear gloves and its much better. other than that the wheel is outstanding, really excellent. its kind of weird how the fanatec software wont see the gas pedal bur in the game it is fine, not an issue just weird.

the CSR E coupled with the TH8 is just nuts.

I cant wait for a proper wheel rim come summer more than likely. the wheel isnt going anywhere, its to good. i will wait for a proper rim.
 
Mayaman
.... other than that the wheel is outstanding, really excellent.
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When and if it works properly.

Right now I really don't have anything good to say about the wheel or Fanatec support or should I say 'lack of support'.

Not sure what I need to do to get a reply, I included all of the information they requested in my e-mail to include a video but still not a word from support.

I've switched back to my T500 and now I'm enjoying racing again.
 
NeoAgent
When and if it works properly.

Right now I really don't have anything good to say about the wheel or Fanatec support or should I say 'lack of support'.

Not sure what I need to do to get a reply, I included all of the information they requested in my e-mail to include a video but still not a word from support.

I've switched back to my T500 and now I'm enjoying racing again.
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Please click here to see if you have followed all the steps correctly. Fanatec support is really fast if you provide them with proper info.

If you have and still did not get any info, please PM me and I will give you the personal email account of one of the support agents.

Also, guys, please keep the discussion in 1 topic, I don't see any reason to have multiple threads discussing the same thing.
 
ilonioum
Please click here to see if you have followed all the steps correctly. Fanatec support is really fast if you provide them with proper info.

If you have and still did not get any info, please PM me and I will give you the personal email account of one of the support agents.

Also, guys, please keep the discussion in 1 topic, I don't see any reason to have multiple threads discussing the same thing.
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ilonioum, I've done all the steps that were listed in the link.

If your product is damaged, faulty, not functioning properly you need to do the following steps:

Make a video of problem you are having, small enough to be sent via email or uploaded to internet (avoid using youtube)

Attached to the e-mail I included the pdf file sent to me by Fanatec with my order number, etc. and a link to the video file (which is hosted on my server)

Have your invoice and the device serial number ready

I included the serial number of my wheel (and as stated above the complete invoice)

Detailed description of your problem in written

I included a written description of exactly the actions I took and what response I got from the wheel.

Make sure you have read the manual of the product you own as the solution to your problem might be described there.

I've been through the manual (as well as online forums) looking for an answer and have not found anything that works. Others have experienced the same problem but have been able to get the wheel to work. I have tried their solutions and none have worked for me. I also suspect that they will see the problem again... which should not be the case.


Send all above information to e-support@fanatec.com or call +49 (871) 9221 299 (Mo-Fr 14.00-16.00) (UTC+01:00)


As soon as Fanatec receive your request the will:

I know that Fanatec has received my e-mail because I received the auto-response e-mail from support but have not received any other communication from support.

Analyze the problem you are having

Perhaps they are analyzing the problem, if so, an e-mail stating this would be nice rather than just leaving you hanging.

....
 
The problem with Fanatec's support is, that you have to give detailed information and make a video.

And then you receive a very short reply which is in 99% "we will send you a new PCB and Load Cell" (CSP, not CSR-E).

I am just experiencing this on my own :-(

One problem solved, the others not. So I am writing again and again...

Sorry, if it is a bit off topic :-(
 
Mahnegold
The problem with Fanatec's support is, that you have to give detailed information and make a video.

And then you receive a very short reply which is in 99% "we will send you a new PCB and Load Cell" (CSP, not CSR-E).

I am just experiencing this on my own :-(

One problem solved, the others not. So I am writing again and again...

Sorry, if it is a bit off topic :-(
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The have a very responsive support team you just need to approach them in a proper way, if you have submitted your problem as they request from the first time you won't be disappointed.
 
My wheel works brilliantly, it's just I can't get the PC settings screen to see the gas pedal, but like I said in games it works.

Check your spam folder. I had the same problem, and then I checked my spam folder and there a few messages from Fanatec in there. :p
 
This is not true. Talked to them in German, which is our native language. I am always very friendly. I know, how to express myself. I was very detailed. Believe it or not.

They are also friendly. Thats not the matter. But they didn't go in detail when answering my questions. They answered 3 different questions with one short reply. But this solved only 1 of my 3 problems. Until now I have written 4 or 5 mails.
 
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I have movement on the axle, send a email to support a week ago.

Everything according the rules, with a video and a copy of the bill.

Sadly no reply, so i send a reminder today. 👎

If i 'm not getting a response the next few days i'll probably pick up the phone and practice my german.

A auto response system would be nice. At least you know they received your support request.

Don't mind waiting for another wheel, wouldn't even mind if they mailed me that a replacement wheel would not be available untill the end of februaty, because the wheel still works fine for now. I would you like an answer.
 
Mayaman
^^^Something is wrong because you always get an auto response. Always.
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Very true and here is the content of auto response email (this one is for orders though):

[ENGLISH]

Thank you for your inquiry to Endor AG, the makers of the FANATEC products.

We will reply to your e-mail as soon as possible.

Please note that there may be a time difference for our response as our customer service is located in Germany.

Our office is closed for weekends. Inquiries which we receive on Friday afternoon, Saturday, Sunday and national holidays will be handled next business day.

This is even valid for new incoming orders.

As soon as we have shipped a product you will receive the commercial invoice by e-mail and the forwarder will send an automatically generated e-mail with the tracking information.

You can check your order status if you log into the webshop.

USA/CAN:

https://www.fanatec.de/webshop/new_usa/login.php?osCsid=251a3bba1c54da9e2ef37dce03b7931a

EU:

https://www.fanatec.de/webshop/new_eu/login.php?osCsid=5a3e4092a8d0da3cb3a00fe5f135ae7b

Please note that in case the topic of your email is a support request we are unable to process your e-mail. Please visit our website www.fanatec.com to read the FAQ http://www.fanatec.de/html/index.php?id=310&lang=en and see the correct e-mail address for support.

Best regards

Fanatec_Gameshop

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: webshop.eu@endor.ag, webshop.usa@endor.ag
Sitz der Gesellschaft Landshut - Handelsregister Landshut HRB 5487
Vorstand: Thomas Jackermeier (Vorsitzender), Andrés Semsey
Vorsitzender des Aufsichtsrats: Andreas Potthoff

[DEUTSCH]

Vielen Dank für Ihre Anfrage bei der Endor AG, dem Hersteller von FANATEC Produkten.

Wir werden Ihre E-Mail so schnell wie möglich beantworten.
Bitte beachten Sie dabei die evtl. Zeitverschiebung bei der Bearbeitung Ihrer Anfrage, da unser Kundenservice in Deutschland sitzt.
Unser Büro ist am Wochenende geschlossen. Anfragen, die wir am Freitagnachmittag, Samstag, Sonntag und an Feiertagen erhalten, werden am nächsten Werktag bearbeitet.

Dies gilt auch für neue Auftragseingänge.

Sobald wir ein Produkt versenden, erhalten Sie die Handelsrechnung per E-Mail und eine automatisch generierte E-Mail mit den Tracking-Informationen vom Transportunternehmen.

Sie können den Status Ihrer Bestellung überprüfen, wenn Sie sich in den Webshop einloggen:
USA / CAN:
https: / / ww.fanatec.de/webshop/new_usa/login.php?osCsid=251a3bba1c54da9e2ef37dce03b7931a
EU:
https: / / www.fanatec.de/webshop/new_eu/login.php?osCsid=5a3e4092a8d0da3cb3a00fe5f135ae7b

Wenn es sich bei Ihrer E-Mail um eine Support-Anfrage handelt, beachten Sie bitte, dass wir diese nicht bearbeiten können. Bitte lesen Sie auf unserer Website www.fanatec.com die FAQ http://www.fanatec.de/html/index.php?id=310&lang=de und senden Sie Ihre Anfrage an die korrekte Support-E-Mail-Adresse.

Mit freundlichen Grüßen
Fanatec_Gameshop

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: webshop.eu@endor.ag, webshop.usa@endor.ag
Sitz der Gesellschaft Landshut - Handelsregister Landshut HRB 5487
Vorstand: Thomas Jackermeier (Vorsitzender), Andrés Semsey
Vorsitzender des Aufsichtsrats: Andreas Potthoff
 
Well as per usual Fanatec's support is incredibly inconsistent. I reported my problem by email on Wednesday night at about 19.30. Received an email at 08.30 the following morning, which was fantastic, asking me to provide video evidence of the problem. Unfortunately smell-o-vision is yet to be invented so I couldn't send them proof of the horrendous electronic burning smell that resulted but I had already made a short video of the wheel not switching into any platform mode. I sent that across at about 09.00 yesterday and I'm yet to hear anything back.

Thomas, if you are reading this, please sort out your support system. It is the biggest failing of your company and does the most damage to your company and products.
 
^^^I'll agree with this. I've never had anything but good experiences with them, even had my $50 certificate validated two years after the fact. But many seem to have an issue with contact. Now to be fair, I'd gather that a ton of these are user error with spam boxes, incorrect address, etc. It definitely happens. But also Fanatec has to hire more people. They are close to being big time now. They're products are awesome. No need to have support sully such a great product.
 
I think you get me wrong. I always get a response. Sometimes fast, sometimes after 2 days. The answer is just not getting into detail. It is not solving my issue. But I am afraid, it is going a bit too much off topic now...
 
Mayaman
^^^Something is wrong because you always get an auto response. Always.
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They must be deliberatly ignoring my email, because i replied to an earlier mail i received from Johannes.

I'm gonna file a new support request to the general support email adress tonight and we'll see what happens then.
 
I finally received a reply from Fanatec support but I think they missed the issue I was trying to point out, perhaps I was not clear enough. At any rate they asked for another video which I have completed and uploaded to my server. I'm also going to try and explain exactly what is going again as clearly as I can so that hopefully I can get a reply that addresses the issue I am having which is that I cannot get my Elite in either PC mode nor PS3 mode.
 
NeoAgent
I finally received a reply from Fanatec support but I think they missed the issue I was trying to point out, perhaps I was not clear enough. At any rate they asked for another video which I have completed and uploaded to my server. I'm also going to try and explain exactly what is going again as clearly as I can so that hopefully I can get a reply that addresses the issue I am having which is that I cannot get my Elite in either PC mode nor PS3 mode.
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If they will ignore you. I recommend to upload your vid on youtube and to put some links on sim racing forums to that vid.

I think they will contact you ASAP! ;)
 
Mahnegold
That's true, if you reply to a mail from Johannes, you won't receive any auto generated mail.
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And no answer too.

Just put in a new request to the general support email, got the confirmation mail.

Will wait again for a few days.
 
Leemon
If they will ignore you. I recommend to upload your vid on youtube and to put some links on sim racing forums to that vid.

I think they will contact you ASAP! ;)
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I know what you mean :) My case was different and I got a new wheel within 2 days.

I'm not sure that they are checking every video on youtube though.
 

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