Fanatec DD2 electrical issues and terrible support experience
I'm posting here to see if anyone can advise on my case and to raise awareness on Fanatec support.
I've had a DD2 for close to a year, and started to encounter electrical issues:
1) the unit was no longer able to switch off (https://www.youtube.com/watch?v=Yr-4wSy-3Ag) - I had to pull off the power cable to do so
2) sometimes when starting up, the unit was spinning full speed uncontrollably and erratically, which was very dangerous.
Now I filed a ticket with support and organized a return. I shipped the DD2 on 3/29 and had it professionally packed and protected with about $30 worth of protection.
On 4/19, they told me the unit got damaged during transport (!!!) and that they would be willing to offer a refurbished unit for 50% of the cost (so generous ...).
No response since 4/19.
For me, the level of customer service is far far below what I would expect, to the point where I told my friend building a sim rig to not go with fanatec (he got a simucube instead).
Most companies in the same situation would have sent me a new unit with a prepaid label to return the defective one directly, and support would respond under 1 or 2 business days.
Note, this is my second misadventure with their support team. When I placed my initial order in 2020, Fedex lost some of my packages (not fanatec's fault), but it took 3 months to resolve.