Refusal of refund
So I have been trying to contact Fanatec since 6/19/24 about a defective pedal set they sent me they emailed back about possible fixes none of them worked obviously so at that point I’m just like I just want a refund now fast forward to now 9/1/24 they finally email me back and tell me refunds can only be 14 days after receiving the product……. Their lack of communication and untimely support should not hinder my refund that I put a ticket in for at the beginning
Comments
Well, when did you order the product?
I don't know where you are from, so I don't know which rules apply to you specifically, but the general EU rules are:
Within 14 days you are able to return the unit without giving any reason.
If your product breaks, Fanatec is entitled to repair or replace the unit up to three times. You do not have a right on a refund after the initial 14 days.
Only after they failed to repair the product 3x, you are eligible for a refund by law.
Received the product 6/19/24 ticket put in 6/19/24 no response till 7/12/24 about possible fixes which obviously didn’t work to which I replied I’d rather just take the refund on 7/13/24 which had no response until all the way to 9/1/24
I'm certainly not one to defend Fanatec but I think you would have needed to ask for a refund within the 14 days. I'm assuming you reported the problem only on 6/19/24 and Fanatec offered a solution. If you did ask for a refund on 6/19/24 and not after 14 days you have a right to a refund.
If a product fails within the 14 days I would always ask for a refund straight away as fanatec never answer straight away.
if you put in a ticket of any sort within that 14 days then your product had issues and that's the date they should use. If their solutions did not solve your problem and you later asked for a refund they should honor that. Especially since their response time is unacceptable.
But I couldn't say what the legalities are around that.
That's okay, I haven't had a working wheelbase yet and now that they finally allowed me to send the wheelbase, they're trying to buy time by asking for the 8nm boost kit addon that I got seperately.. seems they are just buying time, heard people are getting their broken bases sent back to them, I wouldn't hold my breath I sure as heck have lost hope in the RMA process for sure.