The truth about Fanatec...

[sandboxgod]

Sorry... didnt know the clubsport brakes came with a Fanatec wheel....

I read the post where he named his games and his gear before posting and he definitly doesnt own a Fanatec wheel... so maybe you should try again

The «unbiased» Fanatec beta reviewers club is starting to become annoying...

Who cares? He owns a Fanatec product fair and square just like the rest of us

I'm starting to think this whole community test thing is bad for the community. During the csr:e pollingeveryone was sweet as can be. Once that poll was closed all hell broke loose for a little while. Its been pretty calm in here, until the new fanatec community tester program was announced.
I know I have been fairly quite around here since that wheels release, but most of the fanatec question's since then have been on that which I have no first hand knowledge of.

To the OP. Sorry you are having issues with customer service. I respect the manor in which you presented yourself and if more user complaints were stated like yours, this lot would be a happier bunch.

There are several of us here that are Leary of low post count complaints for reasons stated in several other threads here. Please keep that in mind when reading responses to your complaint. Some of us have been on both ends of guerrilla marketing ( positive and negative ) through various other forums we have frequented over the years.

I am not saying you are doing this in any way shape or form, just trying to shed some light on the mood in here.


Again, good luck. We really are a nice bunch once you get to know us.

Yep, this exact same thread title also exists at ISR forums. I just find it a strange coincidence. He is giving lots of detail though.

I just wonder why we cant just take threads like this and merge it into the Fanatec Customer Service thread. This way everything is organized nice and neat. I'm going to ask a mod about this one. I got nothing against people venting their rage cause i know I would. But I would vent in existing threads

I don't think enough happy customers stick up for them , every question , complaint or perceived issue I had was quickly and easily fixed, and the reality is the stuff is great and when my wheel dies of old age I will gladly buy another , my pedals, they'll get handed down to my kids when I die of old age .

+1, happy customers are too busy playing racing sims


-----------------

Another weird thing I just remembered the OP made this same post elsewhere in another thread:

Fanatec reliability has increased over the years.... Seriously????

That right there is the first and most important reason why you should get the g27 or any other wheel for that matter over fanatec, THE WORST CUSTOMER SERVICE EVER!!!

Let me tell you my story, yet in development, I bought the gt3 rs wheel 17 days ago, I came with a defective paddle shifter, lots of wiggle and play, gears would not engage, etc.
Contacted them the very first day, no answer until three days later and three more emails.
The guy whoever "THE OWNER" is recommended me to send a video illustrating the problem, so i did. Sent them new email couple days after to see what the status of my claim was, no response, only after three more emails and some threats, they respond to ask for a copy of the invoice (which by the way they didn't send in the box) so I send them my PayPal transaction page) so I did. No the person tells me thanks we have received your video, two days after, nothing happened, so at this point I'm really pissed off, I send them a new email, they respond "sorry we didn't get your video, send it again"

I mean, there's been almost three weeks since I first communicated with them, if they would have wanted to fix their mess, they would have already. These people only go around the bushes to MAKE TIME and get away with it, I mean, COUNTLESS REQUISITES TO PROCESS YOUR CLAIM, I'm pretty sure a life insurance for 2 million dollars does not require nearly as much paperwork and B.S. as this people put you through.

Long story short, after 8 emails and almost three weeks, (Im amazed of how patient I've been with these people, I guess I wanted to believe in them) I opened a case on PayPal to try and get my money back, to all of you who have been done wrong by this used. At sales persons please share your experiences/thoughts.

My only advice is when you buy from this people, PAY WITH PAYPAL so at least you have some leverage and will not be put out of your hard earned money!!!!

I mean, the whole thing is shady, what else can you expect from a company who DOES NOT PROVIDE A PHONE NUMBER for customer service!!!

I just think it's sort of bad form to post the samething more than once. 1st you posted in another recent thread, didn't get the attention you probably felt like you should get- then decided to make a brand new thread.

Seriously? I read the vast majority of your post and I do find it well written. But this is going a bit too far... It kind of makes it look like you are just trying to attract attention. Your very 1st post you dropping Fanatec and from that point forward you just sticking to an agenda

 

[Bullet_Proof]

No hidden agenda here, no conspiracy theory, just take it for what it is, an un satisfied customer telling his story. If you feel uncomfortable with me saying what happened, oh well close your eyes, ignore it, or just prove me wrong. I'm not a liar, this is happening to me, I had no idea there's another thread on isr with the same name that's AMAZING!! Goes to prove I'm not the only one. If you ppl don't want me post anymore, so be it, I don't have to defend what I said. The thread is there, if anyone wants to consider what I said before making a decision that's ok, if not its ok too. Your money.

 

[tribolik]

Yep, this exact same thread title also exists at ISR forums. I just find it a strange coincidence. He is giving lots of detail though.

I just wonder why we cant just take threads like this and merge it into the Fanatec Customer Service thread. This way everything is organized nice and neat. I'm going to ask a mod about this one. I got nothing against people venting their rage cause i know I would. But I would vent in existing threads




+1, happy customers are too busy playing racing sims


-----------------

Another weird thing I just remembered the OP made this same post elsewhere in another thread:





I just think it's sort of bad form to post the samething more than once. 1st you posted in another recent thread, didn't get the attention you probably felt like you should get- then decided to make a brand new thread.

Seriously? I read the vast majority of your post and I do find it well written. But this is going a bit too far... It kind of makes it look like you are just trying to attract attention. Your very 1st post you dropping Fanatec and from that point forward you just sticking to an agenda

If it had happened to me you can be sure I would have posted in every single racing game forum I know... at least my bad experience would help them up their game or alert possible costumers for their poor service as I have been alerted before and not just in forums but also youtube.

He is entitled to post where ever he likes as long as he follows the AUP and its none of your business where he posts or doesnt post as far as I know you arent a mod here... and as for hidden agendas I think we all understand what yours is...

You dont like the thread dont participate... you think its in the wrong place or doesnt follow AUP report it to a Mod...

 

[Spagetti69]

Googling Faulty Fanatec wheel brings up GTPlanet on the first page.

As a person who has experienced what the OP has stated I do not find it extreme or a secret agenda at all.

The last time I spoke out about about negative comments towards a low post count user, I was assured it wasn't the fact it was his low post count but his attitude and ranting was at fault.

I don't see a bad attitude this time, just facts. Why are people quick to defend Fanatec and call the members agenda into question again.

I am sure if I was not getting any joy from a company I had heavily invested in, then I would try to get attention elsewhere. Maybe where the CEO hangs out.

Off topic. I would like to see independent tests on these products. Stop with the half price reviews please Thomas.
At least offer the wheel at full price and the only gain a tester would get is the exclusive early access to a Wheel.
People are jumping over themselves to review your products and I question there motives too. Regardless of post count.

Cheers.

 

[Raitziger]

Off topic. I would like to see independent tests on these products. Stop with the half price reviews please Thomas.
At least offer the wheel at full price and the only gain a tester would get is the exclusive early access to a Wheel.
People are jumping over themselves to review your products and I question there motives too. Regardless of post count.
Cheers.

This:tup:

Also company selecting review manager who chooses who are allowed to do the reviews is not very independent.

BTW: is that E-type yours in the avatar? (my dad has series 2, 2+2)

 

[Spagetti69]

Yep E-Type.

From Forza 4 photo mode actually.
Couldn't find one with a 69 racing plate so I made my own.

Your father has a beautiful car.

 

[amf7]

This:tup:

Also company selecting review manager who chooses who are allowed to do the reviews is not very independent.

BTW: is that E-type yours in the avatar? (my dad has series 2, 2+2)

I beleive that the community chooses who will be reviewing! The CTM sets up the polls and threads nescarry to carry out the review!

 

[Raitziger]

I believe that the community chooses who will be reviewing! The CTM sets up the polls and threads necessary to carry out the review!

(fixed the typos)

Yes and no.

"The ctm will then pick 10 people which he thinks are most qualified."

and then

"The ctm will create another thread with poll so that the community can choose their favourite reviewers. We will provide one wheel per community. In some cases maybe more. "

But of course forums will be also filled reviews not sponsored by price cuts after people start ordering the "ultimate wheel?"

 

[amf7]

But surely if you know the wheel is going to be 50% off no matter what is said in the review you can write what you wish?

Although I can understand people's concerns.

 

[LogiForce]

Guys, can we discuss/nag about the reviews in another thread? After all, I think we can agree this thread was about the OP his CS issues.

 

[Spagetti69]

Nag?

 

[Raitziger]

Sorry admin can cut paste our oftopic to the new thread.

 

[Mayaman]

And it does make you wonder why there are so many Fanatec threads like this one and hardly any about Logitech for instance.

The info you posted is nice but the pic was unnecessary... especially from somenone that doesnt own a Fanatec wheel and wants to be an unbiased Fanatec beta tester/reviewer...

I'd like to say something about this. You don't get as many complaints about Fanatec on other sights as this one. this is a GT site. Hence its Logitech skewed and GT skewed. Forza and Fanatec go together as Logitech and GT have a history. Of course you're going to get more Fanatec complaints here whether real or made up. I've seen this pattern for other products on sites all over the internet. I used to do this for a living. I was a viral marketer and all I did 24/7 with a team of people was seed the internet with either negative or positive reviews for stuff depending on who paid us.

Now that was years ago, but trust me, viral marketer teams are still out there.

 

[JogoAsobi]

Nag?

Agreed, I find it to be unnecessary and inflammatory to a discussion that is already heated. Like the picture in the second posting on this thread.

 

[tribolik]

I'd like to say something about this. You don't get as many complaints about Fanatec on other sights as this one. this is a GT site. Hence its Logitech skewed and GT skewed. Forza and Fanatec go together as Logitech and GT have a history. Of course you're going to get more Fanatec complaints here whether real or made up. I've seen this pattern for other products on sites all over the internet. I used to do this for a living. I was a viral marketer and all I did 24/7 with a team of people was seed the internet with either negative or positive reviews for stuff depending on who paid us.

Now that was years ago, but trust me, viral marketer teams are still out there.

Well I would like to agree with you but the fact is that Thrustmaster is also an official GT5 wheel and we do see alot of complaints about the wheel here (not as many as from Fanatec wheel costumers even on Forza sites though)

 

[Mayaman]

Tribolik, nothing is 100% or black or white. There are several shades of gray. And to be honest, the Thrustmaster connection is barely in its infancy. You have several years of relationship with Logitech. This in my opinion is a substantial difference.

 

[fatkrakr]

I'd like to say something about this. You don't get as many complaints about Fanatec on other sights as this one. this is a GT site. Hence its Logitech skewed and GT skewed. Forza and Fanatec go together as Logitech and GT have a history. Of course you're going to get more Fanatec complaints here whether real or made up. I've seen this pattern for other products on sites all over the internet. I used to do this for a living. I was a viral marketer and all I did 24/7 with a team of people was seed the internet with either negative or positive reviews for stuff depending on who paid us.

Now that was years ago, but trust me, viral marketer teams are still out there.

The only reason there are more complaints here then other sites is the size of the community. It has nothing to do with this being a gt site. If logitech wheels had the same fail rate as fanatec wheels you would see a ton of 🤬 logitech threads. Look at the thrustmaster threads full of complaints, more here than other sites. The sad thing is the fail rate isnt fanatecs biggest problem, (although pretty big) its the customer sevice. Its getting better but needs tons of work.

 

[tribolik]

Tribolik, nothing is 100% or black or white. There are several shades of gray. And to be honest, the Thrustmaster connection is barely in its infancy. You have several years of relationship with Logitech. This in my opinion is a substantial difference.

And another substantial difference is that even the small amount of people that report troubles with their Logitech wheels, later on (and not much later), report back praising their costumer service...

And you are right its several years of relantionship with Logitech wheels, I still have my Driving Force (GT3 official wheel) and it still works like new after more than 7 years and almost 5 of heavy use (I know have a DFGT for almost 3 now and no problems whatsoever) (the two wheels combined didnt cost half the price of a Fanatec low end wheel with pedals)

 

[Mayaman]

Yup, like I said you both make valid points. But I will still say because of the skew you still get bash threads that have no basis in reality on a much higher rate than for Logitech based on my findings over the years of doing that for a living.

Not to say both of you don't make excellent points because you do, Fanatec has to improve. But being a tiny company I'm willing to give them a semi pass. I mean, they're tiny but getting a little better. Also, I've had little problems with their products at times but they perform better than anything I've owned and the customer service for me has always been prompt.

While a lot of people contact them properly, I'm betting a lot also don't contact them properly. Goes both ways.

 

[fatkrakr]

Yup, like I said you both make valid points. But I will still say because of the skew you still get bash threads that have no basis in reality on a much higher rate than for Logitech based on my findings over the years of doing that for a living.

Not to say both of you don't make excellent points because you do, Fanatec has to improve. But being a tiny company I'm willing to give them a semi pass. I mean, they're tiny but getting a little better. Also, I've had little problems with their products at times but they perform better than anything I've owned and the customer service for me has always been prompt.

While a lot of people contact them properly, I'm betting a lot also don't contact them properly. Goes both ways.

The calling fanatec a small company dont fly with me (anymore at 1 time maybe) They sell out there stock fairly often and Im willing to bet they have sold more wheels in the last year then the other companies. I can except the fact its a specality wheel and may need more attention than other wheels to achieve the quality. With that being said fanatec needs to be ready and accomodating to me while my wheel is under warranty. The do this this way and that that way or youll be ignored is BS bottom line. There service needs to be done over the phone with a live person and if they still need pics or whatever fine, but email and hope they like the way everything was sent is BS.

 

[LogiForce]

Agreed, I find it to be unnecessary and inflammatory to a discussion that is already heated. Like the picture in the second posting on this thread.

nag 1 (ng)
v. nagged, nag·ging, nags
v.tr.
1. To annoy by constant scolding, complaining, or urging.
2. To torment persistently, as with anxiety or pain.
v.intr.
1. To scold, complain, or find fault constantly: nagging at the children.
2. To be a constant source of anxiety or annoyance: The half-remembered quotation nagged at my mind.
n.
One who nags.

I don't see the issue with the word as per definition guys. Or maybe I am not capable enough in English.
If not that then at the very least it is an opinion which I am allowed to voice publicly. Anyway, instead of going on and on about that the community reviewers are biased (nagging) we now have a nice discussion in the other thead. So it pivoted the right way.

 

[Mayaman]

The calling fanatec a small company dont fly with me (anymore at 1 time maybe) They sell out there stock fairly often and Im willing to bet they have sold more wheels in the last year then the other companies. I can except the fact its a specality wheel and may need more attention than other wheels to achieve the quality. With that being said fanatec needs to be ready and accomodating to me while my wheel is under warranty. The do this this way and that that way or youll be ignored is BS bottom line. There service needs to be done over the phone with a live person and if they still need pics or whatever fine, but email and hope they like the way everything was sent is BS.

Well it should fly because they are a tiny company compared to Logitech. And I'm betting Logitech sells wheels at the order of magnitude greater than Fanatec could dream. So it still does apply. I've delt with Fanatec since the original Xbox wheel and they have definitely gotten better. Not good enough sometimes, but definitely better.

The reason they have those rules is to streamline the support system. If you don't follow them, then you will overwhelm the already small, support staff. By following the so called "BS" you ensure proper flow to the support procedure.

But what do I know.

 

[Troysloth]

I will agree that Fanatec is a tiny company compared to Logitech with a very small support staff. But I think the small support staff needs to change. Thomas is selling wheels faster than he can make them, so the size of the support staff needs to grow. With more and more products out there, it is only logical that there will be more customer support requests.

A phone number in the United States with a chance to talk to a real, live person would help a lot. Having a customer support form on the website would help also. I know they have detailed instructions on how to contact customer support, but many people find it very diffucult to get all the right information on the first try.

I have been using Fanatec wheels for over 4 years since I got a Fanatec wheel for the original xbox. I have dealt with customer service and got my issues resolved, but it always took several weeks and multiple emails and videos.

 

[BCNR 33]

Well it should fly because they are a tiny company compared to Logitech. And I'm betting Logitech sells wheels at the order of magnitude greater than Fanatec could dream. So it still does apply. I've delt with Fanatec since the original Xbox wheel and they have definitely gotten better. Not good enough sometimes, but definitely better.

The reason they have those rules is to streamline the support system. If you don't follow them, then you will overwhelm the already small, support staff. By following the so called "BS" you ensure proper flow to the support procedure.

But what do I know.

You apparently know very little about manufacturing. The size of the company is irrelevant. Failure rates are about quality control. Fanatec doesn't actually make anything. They design a product and subcontract a Chinese manufacturer(s) to make the products. Quality control in turn is determined by how much the company ordering the manufacturing is willing to spend on it. The more quality control, the more each unit costs. The only impact the "size" of the company have would be relative to it's usable capitol. Seeing that all companies would like to maximize their product margin, they want to spend as little as possible on quality control.

If it were in fact true that Logitech sold a magnitude more than Fanatec and they had a similar failure rate, there would be many more Logitech failures than there would be Fanatec. The idea that there is some relevancy to the quality of a product and the number of people it employs is long dead.

So what you come down to is the fanboy game. People calling out people on their post counts. Implying that members have some agenda to ruin Fanatecs reputation. To what end? What motivation would someone have to make up these kinds of stories of poor customer service? Fanatec doesn't have much in the way of competition. I seriously doubt Logitech has put up any barriers to Fanatec entering the market. It's not like the OP said Fanatec is terrible, buy this instead.

Those rules are not in place to streamline customer service, they are to make it harder to obtain because the failure rate is seemingly higher than Fanatec would like to admit. I don't know about you, but my computer can read more than one video file format including the obscure one that Fanatec requires. Is there a computer on Earth that can't read WMV, MPEG or MOV files?

 

[Mr Latte]

I will agree that Fanatec is a tiny company compared to Logitech with a very small support staff. But I think the small support staff needs to change. Thomas is selling wheels faster than he can make them, so the size of the support staff needs to grow. With more and more products out there, it is only logical that there will be more customer support requests.

A phone number in the United States with a chance to talk to a real, live person would help a lot. Having a customer support form on the website would help also. I know they have detailed instructions on how to contact customer support, but many people find it very diffucult to get all the right information on the first try.

I have been using Fanatec wheels for over 4 years since I got a Fanatec wheel for the original xbox. I have dealt with customer service and got my issues resolved, but it always took several weeks and multiple emails and videos.

Good points and I think many of us can agree that they make superb products, they have changed the industry for many sim and racing fans.

Bottom line, we keep getting told of a new website (almost 2 years ago now since first mentioned). E3 last year, new infrastructure is coming, multiple new products are coming. A very busy CEO, one that often frequents forums and gives his own time. Kudos to Thomas for many things but hey come on it is time we hear of things long talked about taking place.

I welcome the day that Fanatec announce improvements including more staff, improved efficiency in customer service and achieving a faster less hassle customer communication and general satisfaction.

It is great to see a small company start up and take on the global big boys, better their products, out do them in features and give the consumer more for their money based on much lesser operating margins, capital for RnD, manufacturing and promoting.

The question is when will announced changes come to fruition? As more products are released and sales increase then that only stresses the demands further on the company and employees.
We are watching and waiting Fanatec.

 

[novadave]

You apparently know very little about manufacturing. The size of the company is irrelevant. Failure rates are about quality control. Fanatec doesn't actually make anything. They design a product and subcontract a Chinese manufacturer(s) to make the products. Quality control in turn is determined by how much the company ordering the manufacturing is willing to spend on it. The more quality control, the more each unit costs. The only impact the "size" of the company have would be relative to it's usable capitol. Seeing that all companies would like to maximize their product margin, they want to spend as little as possible on quality control.

If it were in fact true that Logitech sold a magnitude more than Fanatec and they had a similar failure rate, there would be many more Logitech failures than there would be Fanatec. The idea that there is some relevancy to the quality of a product and the number of people it employs is long dead.

So what you come down to is the fanboy game. People calling out people on their post counts. Implying that members have some agenda to ruin Fanatecs reputation. To what end? What motivation would someone have to make up these kinds of stories of poor customer service? Fanatec doesn't have much in the way of competition. I seriously doubt Logitech has put up any barriers to Fanatec entering the market. It's not like the OP said Fanatec is terrible, buy this instead.

Those rules are not in place to streamline customer service, they are to make it harder to obtain because the failure rate is seemingly higher than Fanatec would like to admit. I don't know about you, but my computer can read more than one video file format including the obscure one that Fanatec requires. Is there a computer on Earth that can't read WMV, MPEG or MOV files?

finally someone who understand a business structure.
i totally agree.
we can not possibly compare fanatec to logitech.
they are not even in the same ballpark.
fanatec has been around for about 15 years and still run like they have been around for 2 years.
they have good ideas but they will never go anywhere if they can not implement them properly past the drawing board

 

[Mr Latte]

finally someone who understand a business structure.
i totally agree.
we can not possibly compare fanatec to logitech.
they are not even in the same ballpark.
fanatec has been around for about 15 years and still run like they have been around for 2 years.
they have good ideas but they will never go anywhere if they can not implement them properly past the drawing board

The company was only set up in 1997.
5 years so not 15

Comparisons are pointless, no matter what size a company is it should still strive to offer good customer service. Maintaining customer satisfaction and building on reputation.

 

[JogoAsobi]

finally someone who understand a business structure.
i totally agree.
we can not possibly compare fanatec to logitech.

The question is when will announced changes come to fruition? As more products are released and sales increase then that only stresses the demands further on the company and employees.
We are watching and waiting Fanatec.
---------------------------------------
Comparisons are pointless, no matter what size a company is it should still strive to offer good customer service. Maintaining customer satisfaction and building on reputation.

The bottlenecks/cracks in the CS system can usually be easily identified, the real challenge is changing a company's culture to implement the fixes. That is by far the hardest part.

 

[JogoAsobi]

So what you come down to is the fanboy game. People calling out people on their post counts. Implying that members have some agenda to ruin Fanatecs reputation. To what end? What motivation would someone have to make up these kinds of stories of poor customer service? Fanatec doesn't have much in the way of competition. I seriously doubt Logitech has put up any barriers to Fanatec entering the market. It's not like the OP said Fanatec is terrible, buy this instead.

...and its replicated across multiple sim-related forums by many of the same posters.

Its like a festering sore that blights the community.

 

[amf7]

The company was only set up in 1997.
5 years so not 15

Comparisons are pointless, no matter what size a company is it should still strive to offer good customer service. Maintaining customer satisfaction and building on reputation.

I may be getting something wrong but it is 15 surely? 2012-1997=15?