Fanatec RMA process - update
What I thought would be a quick process has turned into a total mess
Load cell pedal stopped working mid race so emailed fanatec support
Got a fairly quick reply and label to send LC pedal back. Was told I’d need to send the RJ12 cables too so I did
Could see items were returned to repair shop but total radio silence from them. No email to confirm receipt of items
After sending a chaser email I get notified that pedals are broken and they’ll send me a full set. I asked does that mean 3 pedals, and an agent confirms yes.
I had a modified spring attached to the broken LC pedal so asked them to send it back which they did.
Look on my account and can see they are only shipping me a LC pedal, and not all 3 e.g brake, clutch, gas
This is now an issue as the new LC pedal only comes with one RJ12 cable and I’ll be missing the one that goes into the wheel base
The whole process with fanatec is fraught with miscommunication. Not only are they crap at communicating to customers but they are also crap at communication between themselves.
Repair team is rubbish at communicating with agents, the warehouse is rubbish at communicating with repair team and agents.
Every email I’ve received from them is ambiguous at best and needs further emails to clarify what they meant. I write to them asking specific questions which they ignore
I’m having to do their fricken job for them and could for-see the issues that their incompetence would cause, hence why I asked them to send me the RJ12 cables back as I was highly doubting they would send me 3 new pedals.
Looks like I was proven right as dispatch email shows I’ll only get LC pedal.
I’m dumbfounded by the incompetence - so much so I’m considering selling all my gear and going with someone who knows what they are doing.
I’m very doubtful that the situation will improve, even with new ticketing systems in place and better processes. If the same people remain not much will change.
One positive aspect has been u/CorsairMars - he’s escalated issues and kept me updated with messages which should have been actioned/sent by customer service teams. This is the only positive but has still left me feeling frustrated with the overall experience.
Just another comment. Why doesn’t the repair shop hold stock for certain products. Having to wait longer to get replacements sent from Germany seems very shortsighted. I thought with corsairs existing network, fanatec would be able to improve their logistics but again it seems like this is a long way from happening.
It’s been just over 3 weeks to get to this point. Some of you will say that’s not bad and this timeframe is pretty standard for an RMA which I would tend to agree with myself. But this isn’t the issue, it’s taken 11 emails, mainly because they are not clear or entirely ignore my questions. I’d rather wait a month but know for certain it’ll be sorted within the timeframe communicated than wait 2 weeks in the dark without a clue about what’s going to happen next.
Let’s see how long they take to send the new LC pedal and RJ12 cable. Will update this post once it’s finally been sorted. But fair to say, my wondering eye is definitely starting to look at other brands. And who can blame me
UPDATE - this company is full of bloody jokers. Waiting for my delivery which was supposed to come last Friday (Monday today) and I get an email from UPS saying there will be further delay due to Fanatec not supplying them with a full address. Yep Fanatec forgot to provide the street information. I’ve said it before, weed out the imbeciles that work for this company. I’ve ordered 1000s of things in my lifetime from the internet and I’ve never had a failed delivery due to incomplete information. I want to love you Fanatec but you make it so bloody hard to.