This potential Fanatec customer might have to buy elswhere

  • Thread starter Thread starter jlsl
  • 96 comments
  • 10,898 views
Well looks like my hunch was right, been a month since I was told I would get parts for my clubsport pedals but of course I haven't recieved a damn thing. I wish I knew what the hell they have going on there. This is the worst customer service I've ever dealt with. Three damn months since my initial contact and all I have to show is a couple emails back and forth to Armin. Thomas, if you see this, will I ever get my clubsport pedals fixed? I am so clueless what else to do. Any ideas?
 
As my old Headmaster used to say in many of my school reports; "These are not pleasing reports".
 
This is absolutely ridiculous. I finaly hear back from Armin and get parts to fix my CSP after 3 damn months. I had 2 problems, the gas/clutch interference problem and my brake pedal flickers on all the time. The parts arrive yesterday, March 12. My first inquiry for the problem was December 8th, that right there is unbelievable. I open the ups box with the parts, it's all new electronics for the pedals. I install them and my gas clutch problem is fixed, not the brake. I proceed to reply to Armin's last email, who I have been speaking with for months, and I get a reply back from e-support, not Armin, saying I need to send a copy of my invoice and a video of my problem with my serial and model number. In other words I have to start all over again?!?!?!? This is totally unacceptable. I should not have to start all over with this process. Will my warranty start over on my pedals when and if they finally get fixed correctly? Hell no!! I've tried to be nice about this for 3 months but I'm tired of getting blown the hell off. Obviously Armin must have my invoice or I would have never been sent parts. I have posted a copy of this in the CSP forum at 911wheel. If anyboy from Fanatec reads this, could you tell me what the hell is going on?!?!?!?
 
ImSixString
This is absolutely ridiculous. I finaly hear back from Armin and get parts to fix my CSP after 3 damn months. I had 2 problems, the gas/clutch interference problem and my brake pedal flickers on all the time. The parts arrive yesterday, March 12. My first inquiry for the problem was December 8th, that right there is unbelievable. I open the ups box with the parts, it's all new electronics for the pedals. I install them and my gas clutch problem is fixed, not the brake. I proceed to reply to Armin's last email, who I have been speaking with for months, and I get a reply back from e-support, not Armin, saying I need to send a copy of my invoice and a video of my problem with my serial and model number. In other words I have to start all over again?!?!?!? This is totally unacceptable. I should not have to start all over with this process. Will my warranty start over on my pedals when and if they finally get fixed correctly? Hell no!! I've tried to be nice about this for 3 months but I'm tired of getting blown the hell off. Obviously Armin must have my invoice or I would have never been sent parts. I have posted a copy of this in the CSP forum at 911wheel. If anyboy from Fanatec reads this, could you tell me what the hell is going on?!?!?!?
Click to expand...

According to a post from Fanatec in another thread, Armin is/was apparently on vacation for the week.
 
Thanks for the heads up. I hope that's the problem. This has been way too long to get this resovled. I wonder if Armin is even gonna see the email or if I should resend it next week since it was redirected to e-support. Guess I'll give it a few days.
 
Last edited:
Ok, now I feel like a huge A**. I'm not ashamed to admit it. Something else came in the mail today. I was told I would recieve everything at once, so when it wasn't with the rest of the parts in the UPS box, I didn't know what else to do. Oh well. Like I said before the wheel itself rocked, but the pedals not working kind of made it a PITA to use. Oh well. Thanks for the help anyways. Now just have to figure out how to install the part. lol
 
See this is exactly why I am SO frustrated with what is happening.

The products themselves are excellent WHEN WORKING and all we want is working products. The issue is not even that they breakdown - I fully understand they are new and am prepared to accept there may be issues, but all we want is some communication and re-assurance that our queries are being noted and acted upon.

Why oh why do they insist on keeping us in the dark and just sending out bits in the hope it appeases us?

I am even considering getting the clubsport pedals, (yes I know must be mad), but I do genuinely rate these products.

I may just open the wheel myself and try and put the belt on as im 99% sure its just come off.
 
When my clubsport pedals worked originally they were f-ing sweet. If this part fixes the brake pedal the way it should I will be in heaven. The brake pedal is so bad that I couldn't even finish one lap on the GT demo without getting frustrated. The damn brakes would be on practically the whole lap. Needless to say I couldn't even compete in the demo contest. I'm about to go tear down my pedals now. Mr-Ch1p, if you decide to tear down the wheel, hope it goes well for you and you get it fixed.
 
just talked buddy into buying turbo s wheel :stand. i told him I hope he has better luck w/ tech support and quality than I have sofar though :/
The wheel seems to be holding up okay, but the pedals...
 
ImSixString
I'm about to go tear down my pedals now. Mr-Ch1p, if you decide to tear down the wheel, hope it goes well for you and you get it fixed.
Click to expand...

Well I bit the bullet and did just that during the week. It was indeed the 2nd drive belt that had come off of the smaller motor and I managed to put it back on fairly easily.

I now am back to enjoying the wheel, and have been for the past few days, so am very happy again.

However, I have STILL heard nothing from Fanatec, and so have decided that I just cannot give them any more of my hard earned, and will not be buying the clubsport pedals. I am currently using G25 pedals and I was going to sell the G25 complete, to fund the clubsports, but will keep it now as backup, in case anything happens to the Fanatec again. The G25 is a perfectly good wheel and has done me well for nearly 2 years and I need something reliable for GT5!
 
Two weeks ago I sent an email to Armin(Fanatec support) with a video of my problem as he asked me to do the same day. Today i've not received yet a response... three weeks ago last time i play GT5! my GT3 Rs V2 lasts only one month of play... :(
 
Interesting how nothing has really changed since January 2010.

:)
 
Sphinx
As my old Headmaster used to say in many of my school reports; "These are not pleasing reports".
Click to expand...

Certainly not. I was one of those who were very interested of Fanatec products, but not so much anymore..
 
Lesson of all of this: a great "product" does not make for a great customer experience alone. Customers also need trustworthy ways to purchase the goods, transparency about any order issues, order and technical support.

It's not enough to install a "new CRM system" and respond to inquiries in 3-4 days thereafter if the customer expects 24 hours. You're better off putting your money into more reps who can respond within 24 hours!

Shame because Fanatec has great products, but is lacking on the business management side.

Sheer
 
RC45
Interesting how nothing has really changed since January 2010.

:)
Click to expand...

my word! I only became aware of Fanatec company and wheels in November 2010. I thought this whole ordering/receiving SNAFU was due to the 2010 winter holidays.
:dunce:
 
Patrocles
my word! I only became aware of Fanatec company and wheels in November 2010. I thought this whole ordering/receiving SNAFU was due to the 2010 winter holidays.
:dunce:
Click to expand...

No - this is what I have been trying to get across. I did NOT buy the PWTS because of the fiasco at the time, same reason I didnt buy the launch GT3..... I figured that for the GT2 they MUST have sorted themselves out.

But it is just the same nonsense different year. I had been peeking at Fanatec all the while and until my buddy suggested I look at the GT2 again I had written them off.

I am so fedup that when my CSP's eventually arrive, the whole GT2 setup is going up on eBay - $500 + shipping BuyItNow!

I am done with them.
 
Now I think your just going out of your way to slander the company. Bumping a thread over a year old?

I am a very happy Fanatec PWTS owner, been so for over a year. Now just upgraded to the CSP and just got them yesterday and they are amazing.

All this because your GT2 preorders arent coming the week you want. All I can recommend to Fanatec is next time dont even announce your new wheel till you have enough inventory. People on the internet are way to impatient, especially people with videogames as a hobby.
 
Schmo
Now I think your just going out of your way to slander the company. Bumping a thread over a year old?

I am a very happy Fanatec PWTS owner, been so for over a year. Now just upgraded to the CSP and just got them yesterday and they are amazing.

All this because your GT2 preorders arent coming the week you want. All I can recommend to Fanatec is next time dont even announce your new wheel till you have enough inventory. People on the internet are way to impatient, especially people with videogames as a hobby.
Click to expand...

Who you speaking to me or the person that bumped this thread?

Even though I didn't bump this thread, if I did there is nothing slanderous about anything that has been posted - EVERYTHING that has been posted is factually correct.

The thread is discussing the same issues that are being experience today, a year later.

Nothing has changed.
 
Well, Fanatec has a couple of weeks to get their shipping an customer service sorted out. As does Thrustmaster with their Amazon crap. I much prefer to not pay tax AND get my product next day for $4. Not 4 weeks for 30 or 40 dollars.
 
Schmo
Now I think your just going out of your way to slander the company. Bumping a thread over a year old?

I am a very happy Fanatec PWTS owner, been so for over a year. Now just upgraded to the CSP and just got them yesterday and they are amazing.

All this because your GT2 preorders arent coming the week you want. All I can recommend to Fanatec is next time dont even announce your new wheel till you have enough inventory. People on the internet are way to impatient, especially people with videogames as a hobby.
Click to expand...

^^^^Absolutely agreed!!! If you look at these complaint threads there are 4 to 5 people that compile 95%+ of all of the posts complaining about the same issues which in most cases is an order that has not shipped yet, even though Fanatec has stated all along it wouldn't ship.

I am very happy with my Fanatec experience so far and that does include a service issue that was handled within one week. Every email, question, or PM has been answered within 24hrs by their support.

This is the problem with the internet, a couple of unhappy, unreasonable people can make it sound like there is a huge problem when I'm sure the reality is the vast majority of Fanatec customers are very happy.
 
DaveTheStalker
Well, Fanatec has a couple of weeks to get their shipping an customer service sorted out. As does Thrustmaster with their Amazon crap. I much prefer to not pay tax AND get my product next day for $4. Not 4 weeks for 30 or 40 dollars.
Click to expand...

BTW shipping is not $30 to $40, mine was $18 for the entire order.
 
Schmo
Now I think your just going out of your way to slander the company. Bumping a thread over a year old?

I am a very happy Fanatec PWTS owner, been so for over a year. Now just upgraded to the CSP and just got them yesterday and they are amazing.

All this because your GT2 preorders arent coming the week you want. All I can recommend to Fanatec is next time dont even announce your new wheel till you have enough inventory. People on the internet are way to impatient, especially people with videogames as a hobby.
Click to expand...


Dear Schmo, i've bumped the thread because i didn't want to open a new thread about the same topic(i think that's wrong) maybe i can post it in the fanatec customer sevice thread if you prefer...but all this facts doesn't change the situation, Fanatec customer care is LOW quality and to be honest their products are surely hi quality but aren't reliable as well!
 
Take this with a HUGE grain of salt...i heard they were going to do a massive overhaul in terms of their customer service...I did have issues with my GT3RSV2 wheel and so I had to chase and wait a month till I get my replacement. But when things are working well, it's awesome.
 
greekbull
^^^^Absolutely agreed!!! If you look at these complaint threads there are 4 to 5 people that compile 95%+ of all of the posts complaining about the same issues which in most cases is an order that has not shipped yet, even though Fanatec has stated all along it wouldn't ship.

I am very happy with my Fanatec experience so far and that does include a service issue that was handled within one week. Every email, question, or PM has been answered within 24hrs by their support.

This is the problem with the internet, a couple of unhappy, unreasonable people can make it sound like there is a huge problem when I'm sure the reality is the vast majority of Fanatec customers are very happy.
Click to expand...

Get real.

The therad is a YEAR OLD thread covering the same topic. So your claim only 5 people are unhappy is incorrect.

Search NoGrip and many other sim racing sites... same story year after year.

You are a happy Fanatec customer, we are not.

You are permitted your opinion, and we are permitted ours.

There is nothing slanderous about fact based discussion.

Good luck and enjoy your product.
 
greekbull
^^^^Absolutely agreed!!! If you look at these complaint threads there are 4 to 5 people that compile 95%+ of all of the posts complaining about the same issues which in most cases is an order that has not shipped yet, even though Fanatec has stated all along it wouldn't ship.

I am very happy with my Fanatec experience so far and that does include a service issue that was handled within one week. Every email, question, or PM has been answered within 24hrs by their support.

This is the problem with the internet, a couple of unhappy, unreasonable people can make it sound like there is a huge problem when I'm sure the reality is the vast majority of Fanatec customers are very happy.
Click to expand...

are you joking/in denial? are you even aware of the latest news? glad you had a good experience, but don't burry your head in the sand and be dissmissive about othere legitimate issues. there are many other threads with countless complaints on many forums (and not from me). This is a small company that doesn't sell huge amounts or many products for that matter, and they are the worst i have ever dealt with by a few miles.
 
lunarwolf
are you joking/in denial? are you even aware of the latest news? glad you had a good experience, but don't burry your head in the sand and be dissmissive about othere legitimate issues. there are many other threads with countless complaints on many forums (and not from me). . .
Click to expand...

Not sure why you are even on this website, because there is no way you could have an xbox 360 or a PS3. Issues with both those consoles are well documented. Why don't you go play Wii or something? Oh wait, the Wii was plagued with availability problems for almost a year, so Nintendo obviously does not care about their customers. Strike three. I guess that is why you spend so much time whining on the Internet.
 
eric1971
Not sure why you are even on this website, because there is no way you could have an xbox 360 or a PS3. Issues with both those consoles are well documented. Why don't you go play Wii or something? Oh wait, the Wii was plagued with availability problems for almost a year, so Nintendo obviously does not care about their customers. Strike three. I guess that is why you spend so much time whining on the Internet.
Click to expand...

is that the best you can do? :)
 

Latest Posts

Back