ComplaintsforFanatec USA

• Initial Complaint

  06/24/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a Fanatec wheel rim (Formula v2.5x) in April and it broke during regular use. This was of course a disappointment, but I had confidence that Fanatec would take care of me as a customer due to the premium brand and price point. I initiated a RMA on May 6, shipped the broken rim and it was returned with the same problem soon after. I indicated that the repair had NOT been made on June 13. Today, June 24, is well after Fanatec's 7-day guidance for customer service requests and I have not had a single email returned from either the customer service team or the repair team that claimed to have completed the repair. Resolution would be welcome and would be a rush replacement of the broken wheel rim after nearly 2 months of broken, unusable equipment. My confidence in the RMA process revolving this issue is nearly zero after reading other complaints and my own personal experience, so I believe a working replacement (or full refund) is appropriate. My preference is a working replacement.

  Business response

  07/19/2022

  Business Response /* (1000, 5, 2022/07/04) */ Dear Mr. ********, we apologize for the inconvenience. As agreed with the support team, we have to check the steering wheel and the wheel base in our workshop in oder to make sure where the problem comes from. Our repair team will take care of this problem as soon as possible, once we received both iteams the repair order was initiated for.

• Initial Complaint

  06/09/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a porsche GT3 suede wheel base. Essentially one part of it was machined poorly and the other module was not functioning out of the box. I sent to fanatic to replace the item and I could send them the defective model. They refused. Essentially they offered to ship the item to them while they investigate and possibly send me a replacement. This process took over a week just to reach this answer. The email service is extremely slow to respond. The live chat on there website refuses to help you. This process of returning and possible receiving a replacement can take over a month by there own estimates. Which means that I would be at six weeks out of purchasing an item and potentially no functioning replacement. The tech support is unhelpful. They refuse to have you speak to supervisors. Its just a customer service department that is not really trying to solve the issue but trying to actively delay reaching a resolution.

  Business response

  06/13/2022

  Business Response /* (1000, 9, 2022/06/13) */ We apologize for the inconvenience, recently there is a very high workload for our Support team. As I can see the refund for the product was initiated on ********** Consumer Response /* (3000, 11, 2022/06/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) I never received a refund. I spoke to one of your tech people in Germany. After multiple attempts within an hour at 5 am to come to the agreement of an exchange. I have received no refund and never asked for a refund. I just wanted an exchange for defective items x. Before you respond please actually look into things and not just give an unresearched response. Business Response /* (4000, 22, 2022/07/26) */ Since initiating all procedures according to the customers wishes, unfortunately we did not receive any further response or feedback from the customer anymore. hence we did not want to update the BBB Complaint as long as we didn´t get any confirmation from the customer that the issue was resolved for him.

• Initial Complaint

  05/26/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Let me first preface this by saying I made every effort to work with fanatec, including shipping my product out, spending long distance charges to get in touch with their phone line, and countless emails. I purchased a********** in Feb 2021, and early on I got this issue with the wheel ramming one side randomly on straights (injuring me many times by randomly snagging my wrist in a weird angle). This issue was increasingly more frequent, but due to work I had to let my sim sit for a bit. When I resumed using my wheel a few months later, I noticed it would also disconnect while having this issue, and this kinda made it impossible to not request service (I really wanted to just play with my wheel, I'm a student, hence not much free time). They took my wheel and returned it nearly a month later (their was a lack of communication throughout, I had to reach out for a tracking number and they never provided it when shipping out my wheel). The wheel came back with the same issue, hence I had to request service again, I sent out my wheel again and was told this time I'd get a refurb as soon as it was sent out (April 14). I still haven't received a tracking number and they don't reply to my emails. The company is in possession of $*** of my property and refuses to effectively communicate where either my wheel or the returb is and to me, this is nothing short of robbery, I literally do not know where my $*** wheelbase is (this is a lot of $ to me as a student and I worked 2 jobs to save up for this wheelbase).

  Business response

  06/10/2022

  Business Response /* (1000, 8, 2022/06/10) */ We apologise for the inconvenience. Due to a recent high workload it will take some time until we can respond or proceed with a repair or similar. Generally we only can offer a reimbursement if the product was purchased with us, which is not the case for this product. If the product was purchased with a different company, that company is responsible for warranty cases in the first place and also has to be consulted regarding a request for a refund. Still a replacement product was sent out by us at the date this *** Case was opened, the day after, the tracking number was provided to the customer and according to the tracking information it was received 4 days later and signed as received by the customer. Consumer Response /* (2000, 10, 2022/06/10) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  05/16/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered my products in ******** ***** but my products did not ship until ***** ***** This is not an issue, as I preordered a few items that were not available until ***** ***** The bulk of my products arrived on ***** ***** however, the warehouse missed one item, so I was unable to use any of my products until the item was sent by Fanatec and delivered on ***** ***** I contacted Fanatec support on ***** ***** ***** **** and again on ***** **** to discuss faulty items received **** ****** and Load Cell ***). My original return window ended on ***** ***** Per the Fanatec website, "If you are not **** satisfied with your order, you can return your purchase(s) made at ********************** within 14 days from receipt". I contacted Fanatec multiple times to resolve my issues before my return window closed. I feel that Fanatec purposely took their time to reply to my emails so I could miss my return window. I have always emailed them in a timely manner, but they seem to only contact me on Mondays. I am requesting the following from Fanatec: For Fanatec to send me a new set of working CSL Pedals / Load Cell Kit and a shipping label to send the faulty pedals back. Why am I asking for a new set instead of having my current set repaired under warranty? Because my new set never worked when I received them and I ordered a new items, not refurbished items. I am asking for Fanatec to honor my return window and warranty to start from the day I receive a working set of pedals. I am not asking to issue a return, I am requesting for my return window to start from the day I receive working items. Additionally, I am requesting Fanatec to exchange my non-working items for new working items. Repairing the faulty items is unacceptable, as I did not order refurbished items. Lastly, I am asking for Fanatec to resolve this issue by Friday, May 20th since it has been over a month since I reached out in regard to my faulty items.

  Business response

  06/16/2022

  Business Response /* (1000, 5, 2022/05/17) */ we will follow the wish of the customer and exchange the products mentioned. Sice the warratny time is bound to the contract of purchasing of the product, the warranty time cannot extended as requested by the customer. The warranty time starts at the time the customer receives the products of his purchase. Consumer Response /* (3000, 7, 2022/05/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) The process of receiving functioning pedals is in progress as the business recently sent me a return label for the CSL pedals.The pedals are in the possession of ***** as of ** ** *** on ******** Additionally, I do not understand why the company is refusing to honor my return window and warranty date to begin from the date I receive working pedals. The other products I received function, however, I am unable to use them without the pedals. Without a full set of working products, the steering wheel, universal hub ** for ***** *** DD, quick release, and table clap are simply paper weights. I feel that my warranty and return window should begin when ALL of my products are functioning correctly, therefore I can use them together for their intended purpose. Business Response /* (4000, 9, 2022/05/25) */ Given the long processing time due to temporary high workload and the time the issue was reported the first time, we agree to the customers wish to offer a new 14 days of return time frame for all products ordered at the time the product in question was ordered, starting the moment he received the exchange product. Generally the warraty time cannot be extended by as explained in the former statement. Nevertheless, in this specific case, if the customer has an issue with the product which now was replaced, shortly after the warranty time has expired, we gladly will evaluate the option of a goodwill solution at that time.

• Initial Complaint

  05/16/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Fanatec consistently sends out faulty and defective products in its highest end product category (Direct Drive) and is just about impossible to ****** customer service takes weeks to get back to you if they even bother to get back to you at all, and when they do, they ignore all the information you've given them to try and help solve the issue and attempt to blame you as the customer for an issue that is very much their fault before telling you that you as the customer are required to pay for shipping and replacement parts to fix the broken components they sent to you. In my situation, I purchased a high end component for *** ******* called a direct drive wheelbase. this is essentially a large electric motor that has been modified to send a signal to a computer and control a virtual car / provide physical feedback to the user. A quick search on the internet will show that fanatec has been sending these units out with faulty power supplies since around 2019. these faulty PSUs cause the wheelbase to randomly turn off during operation. This has been ********* as capacitor failure, indicated by very audible coil whine. Every single customer who attempts to contact ******* about this issue is blatantly ignored for weeks, and sometimes even months before being told their only option is to send their entire unit back for RMA on their own dime. Direct drive wheels are very heavy and shipping costs a fortune. This is currently happening to me as well, as i have the same exact issue with my brand new wheel base, and fanatec has ignored my 7 emails to them providing them as much information as possible. the only email they have provided me since i opened my complaint at the beginning of the month served to show me that they had not read my emails at all (which narrow down the point of failure to the power supply) and that they are going to try to get me to spend a fortune in shipping to send this back to them for no reason. I cannot seem to get a 2nd response from them.

  Business response

  06/29/2022

  Business Response /* (1000, 5, 2022/05/17) */ we can assure that we do not ignore our customers. We gladly follow up any issue which is being reported. Due to a high temporary workload, unfortunately it takes us a while to repsond. The issue described requires deeper troubleshooting and several points to be clarified in order to find the best and quickest solution for the customer. It may seem clear for the customer, that the issue he has with his wheel base is related to the PSU, but from our experience there are other potential causes which the support Agent was trying to cross out by the troubleshooting steps provided to the customer. We will follow the customers wish and send him a new PSU as requested. But in case the new PSU would not solve the issue, we will have to check the customers wheel base in our workshop. We cannot comprehend the statement to try making the customer spending money to ship the product back, since we take over the shipping cost for a warranty case. Consumer Response /* (2000, 7, 2022/05/17) */ (The consumer indicated he/she ACCEPTED the response from the business.) I understand, and I appreciate your response. My comment about pushing the cost of the shipment to the customer comes from previous experience of this being the case, and this being corroborated by many other customers of yours. I am happy this is not the case here, and apologize for assuming it would be the case as it has been previously. I can understand your troubleshooting process as well, however, as a customer I would greatly appreciate it if you could explain this to me (including other possible sources of the error) in your email response. I provided a lot of information in my emails to your support agent that crossed out just about every one of the troubleshooting questions he gave to me. The agent also completely ignored my comments about the high pitched whining coming from the PSU. I can absolutely appreciate the standpoint of troubleshooting, and if it had been clear that fanatec had read the information I provided and still wanted to receive the unit for inspection, I would have understood completely. the email I got back seemed automated at best which was very frustrating. I appreciate you did not push the charges on me for shipment. Like I mentioned, this belief was carried over from a previous interaction with fanatec and I shouldn't have assumed you would do it again. Please, in the future, just explain a bit more about what's going on. waiting 10 days to get what amounted to a copy & paste response that seemed to ignore everything I had mentioned was incredibly frustrating, like I was being left in the dark after purchasing one of your highest end products.

• Initial Complaint

  04/11/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I purchased a product in Feb 14th, the delivery was supposed to ship out the end of April. Then as the date rolled around i get an email saying its delayed until April 7. Order was arriving in three boxes. Long story short, my packages arrived and were delayed another day because the shipping company messed up the delivery request. Finally received everything on the 25th. Quickly realized i wouldn't be able to use it so i returned it but before doing so, asked what the return policy was. They emailed back saying i could return the items within 30 days of delivery. I returned all three boxes in original packaging and paid 55.00 for shipping. All items arrived on April 4th, 10 days after i received them. I was told they never received it so i sent them tracking info showing all three items delivered to the address provided with the **** written on all three boxes. It is now the 11th and i received an email this morning saying its past the 14 days and they can not refund me any money. So i dont have the product and they kept my money and lied and said its been past the 14 or 30 days. I would like help getting back my money. The total amount was ******* not including the 55.00 for ahipoing everything back to them. Please help the address i was told to ship everything back to was ******* ****** ********* XXXXX ******* ***** ** ****** ** XXXXX ****

  Business response

  04/13/2022

  Business Response /* (1000, 5, 2022/04/12) */ Dear customer, We sincerely apologise for the delay. Our warehouse has to confirm the receipt of the returned products first, before we can issue the refund. After we checked with them upon receiving the tracking number, we have now issued the refund which should be visible on your credit card within the next few business days. Unfortunately, a misunderstanding occured in the customer service department due to a new opened return request for the same RMA. The refund has now been issued and the RMA closed. We kindly ask for your understanding. Thank you and have a nice day. Best regards Fanatec Fulfillment Team Consumer Response /* (3000, 7, 2022/04/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept this response. You guys tried to get over on me. Your warehouse didn't confirm anything, four days later when you decided to email me, your response was that i was out of the 14day return window and that no refund could be issued, period. Which left me with no money and product returned to you. You never said it was taking long or never mentioned anything about RMA being confused with another case (lies). And to top it all off you turn around and refund me a partial amount of $******* instead of tye full amount minus my return shipping cost which was an additional 55.00 to ship back. I dont want that but i do want the full amount which is $******* no less. I took a screenshot of your return policy. It states 100% satisfaction guaranteed with full refund including the shipping i paid to have it delivered to me initially. You still owe me $62.33. Business Response /* (4000, 9, 2022/04/13) */ Dear customer, Thank you for your response. Unfortunately, the colleague who misleadingly informed you that you are out of the 14 days return window, missed to check that an RMA has already been opened for these products and not a new return request needs to be opened. Therefore, this misunderstanding occured. The full refund for your order has now been issued and should be received on your end within the next few business days. Our sincerest apologies for this inconvenience caused. We hope this issue has been resolved to your satisfaction. Best regards Fanatec Fulfillment Team Consumer Response /* (2000, 11, 2022/04/13) */ (The consumer indicated he/she ACCEPTED the response from the business.) I would never buy anything from your company ever again. I will make sure I let everyone know you guys are not interested in exceptional customer service. Its a shame, for the amount of money your company makes and the cost of the products being so expensive, you would think your company would have a stronger customer service team. You might want to rethink firing and re hiring compitant and knowledgeable sales/customer service people. A little word to the wise. Ive been in retal for almost 30 years and in management for almost as long. Every sale matters!! Every customer matters!! I don't care what the amount is they spent, they all need to be treated with the same level of respect and not be lied too. You weren't checking on any package, and the RMA # was fine. You just didnt want to refund my hard earned money because your company are ******. The reason i say this is because after i sent you tracking info for the return, you responded days later saying my return was outside of the 14 day window and wouldn't do anything about it. Then you had the nerve to refund me a partial payment. If i didnt report you to BBB you would still have my money. Good riddens, I hope you go bankrupt! Thank you BBB

• Initial Complaint

  03/25/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Fanatec is company operating out of the USA, but does not have any means to contact them inside the US. I purchased a product from Fanatec, and I believe the product to be defective. I submitted a support ticket through their system in order to return the unit & with hopes to get a replacement unit shipped out to me. Upon receiving a reply from they support representative, I could not reply to the email as their email mailbox was full. As an American citizen, buying from a company operating within the US, it is unlawful for them to not provide a means of contact which is easy for American citizens. Their only support number is an international line, which operates 2 hours a day. Even if I could dial out internationally, its from 5am - 7am only. Fanatec needs to get up to speed with how customer service needs to operate.

  Business response

  04/13/2022

  Business Response /* (1000, 5, 2022/03/30) */ We have already replied to the customers email explaining that the issue is related to the game and not the product. We will have to get the chance to perform tests in order to confirm a hardware defect with the customers unit in our workshop. Based on the results from the test and confirming an issue with the product, we can then further proceed. The above mentioned information has already been communicated with the customer as well on the 30th of March 2022. The customer have been receiving replies to his emails from us in time period of 3-4 working days, which unfortunately is what we can provide at the moment, given the high workload we are currently experiencing. The timeline of the case is as follows: 22.03.2022 - First Email from the customer, including the issue description 25.03.2022 - The first reply from the Fanatec Technical Support requesting a short video of the issue 26.03.2022 - The customer was not able to provide a video of the issue and requested the products to be replaced or returned, so he can order a brand new unit after. 30.03.2022 - Second message from the technical support explaining that the issue can be caused by the game, based on previous experience, including detailed explanation on what force feedback settings to apply in order to troubleshoot and resolve the issue + offering to process the desired return request from the customer. The product can be returned back to us, where we can perform further tests and confirm if there is an issue with the hardware or not. The case is not yet closed. We are available and happy to help and in contact with the customer as we speak. We are doing our best to get back to all of our customers and reply as fast as possible.

• Initial Complaint

  02/18/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Placed order November 27,2021. Today is February 18,2022. 2 orders have still not shipped and Fanatec has completely ignored my emails regarding this issue. If I email them they would not respond for almost a week, but today i received one of my products and was instantly emailed to return an extra product being sent to me. I'm requesting my two products be shipped within a weeks time and delivered a week after. My time and money is being wasted on a company that doesn't respect their customers. My Order *********

  Business response

  03/09/2022

  Business Response /* (1000, 5, 2022/02/22) */ Dear Customer, Thank you for contacting us. We can confirm that 4 out of 6 parcels on your order ******* are currently in transit as indicated on their tracking numbers. We are hoping they will reach you shortly. One parcels shows as already delivered. We are currently escalating the issue with **** regarding the 6th parcel, as the tracking was not updated in the recent days. Please allow us two working days for the claim to be opened. Once the claim is open, we can issue a replacement of a refund. Please advise which option you would prefer by replying to the email we have sent you on 02/22/22. Please note due to the current global situation, delivery to ****** may take longer than usual as indicated on our website, with the average delivery times extended to over 3 working weeks. We are sorry about the delay and are doing our best to get your order delivered to you. Kind Regards, Fanatec Customer Care

• Initial Complaint

  11/11/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  They have robbed me out of $170. I ordered something in February 2021 and it was supposed to ship soon after. It never did. I just got shipping notification YESTERDAY (1/21) and emailed them that I no longer had the product and would be in need of a return and that 9 months was unacceptable. They denied my return. I don't own their prodict this purchase was made for any longer. I have no use for this product. I am a disabled 28 year old man and this "company" has stolen money from me.

  Business response

  11/18/2021

  Business Response /* (1000, 5, 2021/11/15) */ Dear Customer, Thank you for your message. We are unfortunately not able to issue a refund for the product as it was ordered and shipped in January of 2021. We have received your request for a return on 11/11/2021, which is outside of our 14-day return window, as outlined in the terms and conditions on our website. Kind Regards, Fanatec Consumer Response /* (3000, 7, 2021/11/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) That's unacceptable. Some of us live on a fixed income. I don't even own your product any longer. Is it my fault or your companies that it wasn't shipped for 10 months? I have a neurological disorder and forgot I bought it. If you had any decent ethics you would take this back under just having good human principles but obviously that's not the case. Business Response /* (4000, 9, 2021/11/16) */ Dear Customer, Thank you for your response. Our records indicate your order was delivered to you on February 8th 2021. As previously stated, this is outside of our 14-day return period. Additionally, if we were to allow for a refund of this order, we would require the product to be returned to us. If you are no loner in the posession of the product, we would not be able to process this as a return even as a gesture of good will. Kind Regards, Fanatec Consumer Response /* (4200, 11, 2021/11/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) Except that it just shipped last Wednesday? That's why we are having the issue we are having. My order "shipped" 10 months after I ordered it.....

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩