Summary and explanation of order issues (red dot included)
Raul Barrera
Member
Hello!
I’m a customer like you (I apologize for my grammar), with the same problems. I know it’s hard to search or get information, that’s why I create this post to summarize some of the problems with the orders.
FANATEC DOES NOT ANSWER ME
They have a HUGE email backlog. It’s a SHAME but they have this problem since the Earth was created. Jokes aside, pray for the guys or THE guy who is trying to help you. We are humans behind the screen and I guess they are trying the best for us.
BUT... PLEASE, stop sending more mails o direct messages to their social medias if is related to the same problem (red dots, delayed shipment, etc). More mails it means more work and more time to get a response. You cannot get in a place that its full if it wasn’t empty before.
They say that have an email backlog of weeks, so try to be more patient (I know i know...).
ORDERS STATUS
At this point everybody should know that the order status description doesn’t mean exactly what it sounds like, so:
- In progress: They have received your order. Awaiting to inform their warehouse.
- Completely shipped: Your order (DATA) was transferred to their warehouse. They have to prepare the shipment (packing and fulfill information to their delivery partner).
You could get your order or part of your order (yes, they don’t ship it in a single package) without having a tracking number or status update. Its not logical but it’s another old problem that hasn't been solved yet.
RED DOT ON ORDERS 🟥
Thanks to Ritchie Kray we know it says that your order is just on hold for a manual checking if everything is alright with this order. If there is a mistake in it, Fanatec will send you an email with details and maybe a solution. (remember what i said before of not sending more mails?)
PROCESSING TIME
Every order has a BUSINESS days processing time, so if you ordered on Friday, next Monday means that will be the 1st day not the 3rd.
If your order included pre-order items, it will only ship once EVERYTHING is in stock. So if you ordered something that will be in stock next month, yeah you said, will be delivered next month, not next week.
Also, a worker of Fanatec said last week:
Due to the extremely high order volume during our Black Friday event, turnaround times for order processing may take up to ten days, depending on your region.
Sorry if I forget something. I will try to keep it updated.
Pray for our orders! :P
Comments
this is perfect and hopefully this will inform allot of people :D
What about the people who got their orders but arrived incomplete. I got mine 2 weeks ago without a boost kit/ power supply, still haven't got an email back.... At this rate, fanatec will go out of business from all the credit card chargebacks.
As i said Fanatec don’t ship it in a single package, so you should have a different tracking number for each item. Check it with your delivery company (UPS, Fedex, etc). I want to update the post but the button seems to be disappeared...
I ordered the clubsport dd got a email last month and a half ago saying it was delayed a week then nothing for a month then i get a reply 3 weeks ago talking about a glitch in the system no nothing since then but they got my 800 dollars and i have no product or answers
I fail to see how this is an explanation of anything in this whole mess. I've been a Fanatec user for over 10yrs and love the product, but there is no excuse for the complete mess and utter incompetence they have demonstrated with the ordering process. Your advice to "don't send email, don't try to contact them is ludicrous, what do you expect people to do who have put out large sums of money (they had no problems collecting the money, that part they do very well), just sit and wait and hope that maybe someday they will get what they paid for? I ordered the Clubsport V3 pedal bundle and have no idea if it's shipped or will be shipped. As much as I like my Fanatec setup, I'm seriously considering selling everything, including the new pedals, if I ever get them, and moving to the Moza ecosystem.
Yep i had 5 tracking numbers, all 5 got delivered. Still no boost kit.. or reply from fanatec. They can't even ship the correct products out.
Its an explanation of some doubts I saw in a lot of posts and comments, even when they or we said what it really means. Its to have a summarize that it is not in the middle of 100 comments.
I'm not defending them, as i said it's a SHAME. I don't know why they don't have more people in customer experience or delivery process after these years, BUT AS I SAID don't send an email if is related to the same problem (e.g. some people misinform that the red dot means an automatic cancellation or keep asking what it means).
Problems or doubts that I tried to explain or summarize here and you can search it in the Forum (if you can). Obviously, if you have other problems or you want a refund (they are doing), contact them...
Feel free to do whatever you want.
Try to contact the delivery company, But i guess they will said you that you have to contact to Fanatec.
New fanatec update (nothing that i didn't said before): https://forum.fanatec.com/discussion/29023/black-friday-orders-shipping-update-2#latest
I cannot update to correct the link 'cause you only have 1h after posting something (so absurd cause you will increase posts and you will miss information between them....). The correct is: https://forum.fanatec.com/discussion/29023/black-friday-orders-shipping-update-2/p1
FYI: They have sent an automatic mail that says that they cancel COMPLETELY orders that have error prices (like CS F1 2.5 and APM).
Well
I had a red dot in an order. Today, after 2 weeks, they manually cancelled it. So it seems they don't contact their clients. They prefer to loss more clients and money and violate their Terms and Conditions....
UPDATE: Yesterday they changed the order status meaning "Completely shipped" to "Handover to warehouse".