DD1 Repair taking forever - cannot get a status update
The short and sweet of it:
30JUN I created a support ticket for troubleshooting why a new Porsche GT3 wheel would not work with my DD1.
02SEP After a lot of back-and-forth . . . and long periods of no response, I finally got a technician to issue a repair request.
31OCT I receive a response stating that the repair is finished and will be shipping soon. Later that day, I receive another response from a different support tech stating that a repair quote will be created and be valid for 14-days. If I have any further questions, just reply to the email.
I had some questions about the repair quote. Namely I was being quoted for a QR2Pro along with the repair (both wheels that I sent in for diagnosis already had QR2).
Needless to say, I have not received any response from my inquiry and the repair quote has since expired.
My hardware has been in Fanatec's possession for 68 days now (and counting).
What's the current protocol? Keep sending emails once a week until a response is had? Does this throw my messages to the back of the queue?
Comments
Dear M.Anderson, we're sorry you haven't heard back from the support team about your repair request. Can you please share your ticket number? We'll go ahead and escalate it to our teams right away.
We apologise for the inconvenience caused.
Best, your Fanatec Team
I was told by Fanatec Support that if I RMA I will have my wheel base back within 2 weeks.
This is why I will not RMA..
What a joke..
my pedals stopped working because the port was damaged in the base. I put in a support ticket and received no update for a day or so, finally someone replies and says they can help but my serial numbers are wrong on the website and said I might not have a warranty. Someone said add the current serial numbers and then they’ll send and RMA so a bunch of back and forth emails and I finally I got an RMA sent and they said a shipping label will be sent.
Waited a days never got a label. Created another ticket because no one responded to an email. Got another email saying my serial numbers were incorrect AGAIN and then I said they are correct. Then they said I had to add them as a product again both my pedals and my base and my wheel.
Finally someone sends a shipping label after back and forth emails for few days. This is now maybe 10 days from when I made the ticket to when I got the label.
I’m not mad about the amount of time. But I did what the rep told me to do and then BOOM no reply and another rep told me the same thing and I kept complying.
Finally I shipped my base and I received no update on when they received it or where my wheel even was. so I sent another email and got a reply saying it was under repair status but I have no idea when it will be ready or a time table or any email confirmations anywhere. It’s been probably about a month now since I started the process. I just wish I had more updates and email confirmations about where my products are and when I’ll get them back. I just wanna get back to racing man.