Playseat's Customer Non-Support

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FakeID341

FakeID341

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Montreal
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FakeID341
So I got a Playseat Evolution a couple months ago. Ordered it off the official playseat online store. Delivery was amazingly quick, it came all the way to Canada from Europe in less than a week via FedEx Air. I opened the box, started putting all the parts together and realized that 2 screws were stripped and unusable. Damn. I went to my local hardware store and picked up similar screws to be able to use my brand new Playseat. Later that evening, I wrote to playseat customer support to ask them if it would be possible to get some legit replacement screws from them, that was 2 months ago. On April 28th, Tim replied asking me to send pictures of the damaged screws, which I did on the same day I received his reply. One month later, on May 23rd, I still hadn't heard back from Tim so I sent him a quick email asking for an update. The next day, Tim replied. He couldn't find my previous email with the attached pictures and asked me to send them again, which I did on May 26th. Tim then replied "So you need two new screws like shown on the picture beneath?" sandwiched between usual formalities. I replied with the affirmative including the model numbers of the screws which I had included in my first email and asked that he acknowledge my reply and confirm that the screws were on their way. He replied telling me that their technical department had been asked to send me the parts. 2 weeks later, I once again hadn't heard back from Tim so I sent him another email, asking for an update. Tim replied by justifying their unstated lack of efficiency by the fact that a lot of his colleagues were at E3 (apparently Playseat takes their whole technical department to E3). I was expecting some kind of follow up after this so after a week of more radio silence, I wrote again, this time I was starting to lose my nerve but remained respectful as always. The next day, Tim wrote "They came back from E3 yesterday, I will request if they want to send you the screws today!" (If you're following, he said he did that 3 weeks ago). 2 more weeks later, I still hadn't received any confirmation that the screws had been sent so I wrote again (my fingers were getting quite sore at this point), asking for an update. Tim replied "Could you please send me some picture of the missing screws?".

**** this, i'm done. It's been 2 months since I received my Playseat and asked for replacement parts and we're still at square 1.

Am I the only one who's received extremely poor technical support for Playseat?
 
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OK i fully understand purchasing a Piece of equipment and its Not ALL right out of the box, But common dude, its .50c worth of bolts/Screws. Do you REALLY want Playseat to spend 5-10X the value of the product to ship you 2 screws.....Sorry man but IMO your taking this a little far.
 
Nick Moxley
OK i fully understand purchasing a Piece of equipment and its Not ALL right out of the box, But common dude, its .50c worth of bolts/Screws. Do you REALLY want Playseat to spend 5-10X the value of the product to ship you 2 screws.....Sorry man but IMO your taking this a little far.
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You and I aren't looking at this from the same perspective I think. I paid over 500$ for a quality piece of hardware, it came with defective parts, I had to use makeshift parts to be able to use it (which are far from aesthetically pleasing) and it is impossible to get genuine replacement parts from the company. I don't believe I am taking this too far, instead of telling me they won't send me the parts, it seems like they're just trying to annoy me to the point where i'll just give up. I want people to know what they can expect from Playseat.
 
I usually have better luck talking on the phone, emails are easy to ignore, still that's no excuse for poor service.

I just recently had a very similar issue with a different company, I emailed them and 2 weeks passed with no response. Then I called and was immediately fixed up.

I found a number here , hopefully you can get through, that is if you're not done with them already.
 
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Nick Moxley
OK i fully understand purchasing a Piece of equipment and its Not ALL right out of the box, But common dude, its .50c worth of bolts/Screws. Do you REALLY want Playseat to spend 5-10X the value of the product to ship you 2 screws.....Sorry man but IMO your taking this a little far.
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It's not about the money. It's the principle. You spend big bucks on something you expect it to be right. And if it's not right, then you expect the problem to be dealt with in a helpful and timely manner. Being fobbed off for weeks on end and being asking stupid questions to which the answer has already been given is very bad customer service. Playseat should do what is necessary to make it right. If it costs them "5-10X the value of the product to ship you 2 screws" then tough ****. They should've checked the order properly in the first place before sending it out with defective parts.
 
grog
I usually have better luck talking on the phone, emails are easy to ignore, still that's no excuse for poor service.

I just recently had a very similar issue with a different company, I emailed them and 2 weeks passed with no response. Then I called and was immediately fixed up.

I found a number here , hopefully you can get through, that is if you're not done with them already.
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I would but according to the efficiency of their customer support it would probably cost me 5-10x the value of the parts in overseas calling rates.
 
Which seat did you buy? Why did you purchase from Europe? I bought mine in Canada from Smoketronics, no problems.
 

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