Update to Customer Care Situation & Challenges | Cases older than 14 Days
We’re opening this channel for those of you who have waited for an update from our Customer Care Team concerning your orders or related issues. We’d like to use this post to
- provide you with transparency on these matters,
- give you a space to pool your questions and concerns, and
- give us the chance to actively identify if there are additional items that may need our immediate attention.
We want you to know that we care about you and have ourselves been frustrated with the situation – there is no doubt things have to improve for all customers as quickly as possible. To give you some context on where we’re coming from: The overall number of current requests in the Customer Care queue is at about 8.000,and the oldest cases in the queue are from over three weeks ago.
Being this far behind the curve is not acceptable. This is why we decided to share more insights about the current state of backlog concerning open cases and challenges via our forum, so we can better manage a dialogue between you and Fanatec until the situation improves.
For this reason, we wanted to begin with an overview of our biggest current challenges:
The Warehouse Transition: The move to a new warehouse came hand-in-hand with many challenges, including the shipment of wrong products (Quick Releases), orders not moving, incorrect export documentation, understaffing at the warehouse. While significant improvements have been made (for example, turnaround time for shipments within the EU reduced to ca. one day), we recognize that a great deal remains to be done. In particular, the processing of export documents to countries like the UK is still too slow – we’re actively working on speeding things up here.
Customs Issues with UK / Third Country Orders: Beyond the speed of processing in our warehouse, orders leaving the EU were recently impacted by a separate customs issue. A bureaucratic dispute initiated by customs officials led to a hold up of several hundred orders since last week. Thanks to the tremendous effort by our team, this matter was formally resolved. Some processes need to be adjusted on both our part as well as on the customs authority side, but once these changes are successfully implemented, affected orders will begin moving again. This should happen at the latest next week.
Unexpected Returns to Our Warehouse: Over 700 products were returned to our warehouse without a formal reason (for example, a mint return). Each case must be documented, so we can clarify if affected customers would like their products to be reshipped or refunded. If you have already provided us with feedback via a Fanatec contact form, you do not need to reach out to us again. Please note, complaints made via social media posts may not be seen/processed. Always use our website forms so our team has all relevant data to help you resolve your case.
Mint Returns: Given our backlog, we have struggled to keep up with requests for mint returns. We have dedicated a team to focus on these cases so we can move through them as quickly as possible and refund your payment. Your request will be honoured based on your initial inquiry date, and not when we respond.
If you believe you may be affected by any of these issues, please know we are working through all cases, order by order.
While we might not be able to answer every specific question in this thread, we’ll try to give you frequent updates while you wait for Customer Care to process your case.
And again: If you do not see your issue addressed here, please share it with us! Community input will help us identify potential other issues faster – thank you for working with us to make things better.
And finally, thank you utmost for your patience and for sticking with us.