WAITING OVER 7 WEEKS!! FANATEC PLEASE READ!!
Joe Consiglio
Member
Dear Fanatec, please read this.
I am a UK customer and ordered my pedals on the 29th August, over 7 weeks ago. UPS returned my item back to your warehouse on 27th September due to incorrect customs documentation. Since then, I have emailed you countless times asking you to RESHIP my order but I've heard nothing back.
To say I'm disappointed is an understatement. I'm absolutely furious at the way this whole situation has been handled. I've been completely ignored for the last 4 weeks and I honestly don't know what to do anymore. You couldn't have given me a worse customer experience if you tried. It's been an utter nightmare.
If anyone from Fanatec is reading this (doubtful), please prioritise my order and reship it today.
Comments
Hi Joe,
Sorry to hear and I am on the same boat, ordered 29th August too, Switzerland. Goods returned 2nd October to the BS warehouse. Nothing moved since. They could just stick the necessary documents and re-ship but no.
They brillantly ask the customers to 'contact' them to say if we still want the goods, knowing that they are already overloaded by messages, that's laughable in my opinion.
On my side a new order appeared on my account for a QR1 last Friday that I did not order for some reason asking me to pay 0 Euro....
I replied to ask them why I should pay 0 euro and that I am still waiting for my order from the 29th August, sleeping at the BS warhouese, asking them to send it asap. They miraculously replied by, wait for it, asking me if I still want the goods ??? Starting to wonder if they understand what they doing or even read the email you send.....anyway, the saga continues, they did not reply to my last contact. Fabulous hahaha
même problème depuis début septembre (suisse)
Pas de réponses, pas de numéros de suivis.
Dear, Joe, we understand your disappointment at having to wait such an incredibly long time for your delivery without receiving any update information. Please make sure to check your order status and shipping number on a Laptop, PC or with “Desktop Site” enabled on your phone. Sometimes the shipping number doesn’t show when you’re in mobile mode. A number of orders going to the UK and Switzerland were impacted by incomplete export documentation: bit.ly/3PNYYak . Where UPS was unable to resolve the matter, they returned the orders to our logistics partner. Here the shipments are registered and processed based on customer feedback. We provide the warehouse with daily updates on this matter, once our Customer Care Team gets the information from you whether you want an order reshipped or refunded. As each return has to be handled on a case-by-case basis, the turnaround time is slower than where we'd like it to be. However, it is important to give each case the attention it deserves. We’re still in the process of resending all orders that went back to our warehouse. Currently our Customer Care Team is facing a high number of requests due to these logistical delays, which means that the response times in some cases will take about two weeks. We know that this is a frustrating situation, and we have since taken measures to resolve this backlog as soon as possible. Once again, we want to apologize that you have to wait so long to receive your order and we want to thank you for your utmost patience and for sticking with us.
James' replies here are more of the same stuff that we already know, but still welcomed.
While it's not in any way new information, It's at least reassuring to see at least SOME activity/acknowledgement since the 'updates' page he keeps linking is (rather ironically) weeks out of date. It feels to us customers like we've been forgotten about, so just knowing that you're reading the posts is better than the total darkness