I was able to connect with their online chat just now. Here's what they said about my order from June 5th:
"I would like to confirm that we have a longer ongoing system error last week - as you have been informed via e-mail.
I am afraid we still have ongoing issues with the orders for the US webshop.
Our management is of course aware that this is a very grave issue and will shortly send out an official update e-mail and are currently discussing compensation."
I guess it’s a little nice to know they’re debating doing something a little extra due to the issue. However the fact still stands that this level of not responding is terrible.
When I talked to them they couldn't give me an ETA on when the issue would be fixed. So I don't know how long its going to take to get our orders. I would have thought 8 days would have been plenty of time to resolve an issue.
This is what they said to me " our management team is of course aware that this is a grave issue and will soon update you via an official email as they are currently still discussing compensation."
The compensation was a 5% off discount code good until the end of July. Considering I had the bad luck to place my order when the site was broken which caused it not to get shipped until after their sale started, I was hoping for more. At least a partial refund to get my order down to the sale price.
They said, "I'm sorry but in this case we cannot issue a refund for the discount as you have not ordered all the components of the bundle." I only ordered the wheelbase and wheel from the bundle. I would have guessed that would have made a refund easier since I paid more than the bundle for fewer items...
It's hard to tell if this was corporate bureaucracy getting in the way or just an unwillingness to see a customer's perspective. I didn't even get a refund for the expedited shipping.
Comments
I was able to connect with their online chat just now. Here's what they said about my order from June 5th:
"I would like to confirm that we have a longer ongoing system error last week - as you have been informed via e-mail.
I am afraid we still have ongoing issues with the orders for the US webshop.
Our management is of course aware that this is a very grave issue and will shortly send out an official update e-mail and are currently discussing compensation."
I guess it’s a little nice to know they’re debating doing something a little extra due to the issue. However the fact still stands that this level of not responding is terrible.
When I talked to them they couldn't give me an ETA on when the issue would be fixed. So I don't know how long its going to take to get our orders. I would have thought 8 days would have been plenty of time to resolve an issue.
Anyone get any updates?
nope
I cancelled my order since the bundle I picked has been reduced from 100$. I re-ordered so I'm back at back of the line 😅
So are you still having a problem with the new order
It's blue: The order is in process
ok will you let me know if it changes
Mine is now showing in process and Fanatec emailed me today letting me know that my order will be shipped out shortly.
Got an email that they’ve fixed the issue and are shipping g the item soon. I’m hoping with some expedited shipping for basically ghosting us.
My order has been shipped!
Ya mine shipped to
Mine just shipped. Too bad I missed out on the sale.
What's the compensation you got ?
This is what they said to me " our management team is of course aware that this is a grave issue and will soon update you via an official email as they are currently still discussing compensation."
I hope you'll get something nice!
They probably wont do anything but will see.
The compensation was a 5% off discount code good until the end of July. Considering I had the bad luck to place my order when the site was broken which caused it not to get shipped until after their sale started, I was hoping for more. At least a partial refund to get my order down to the sale price.
They said, "I'm sorry but in this case we cannot issue a refund for the discount as you have not ordered all the components of the bundle." I only ordered the wheelbase and wheel from the bundle. I would have guessed that would have made a refund easier since I paid more than the bundle for fewer items...
It's hard to tell if this was corporate bureaucracy getting in the way or just an unwillingness to see a customer's perspective. I didn't even get a refund for the expedited shipping.