Unresolved technical issue since MAY

Jonathan TangJonathan Tang Member
in Off Topic

The podium DD1 i have has been making a high pitch noise, which was caused by coil whining from the power supply unit. I first raised the issue on 29th May, the first reply i got was on 11th july with a generic response that offers no solution at all. And the next response was on 6th September. More than 3 months for two simple emails? Most importantly my warranty ends in August so the direct consequence of such slow response is now i have to pay for a power unit replacement. And now they just ghosted me completely and not responding at all. I totally understand the slow initial response given the current situation of the company but after you started one case shouldn’t you complete it before you move on to the next? How is it possible to take two months to just type two sentences? Is trying to repair a product 3 months before warranty expiry fairly reasonable? I just can’t help but think this is their tactics to avoid customers from repairing their products within warranty period. So my only advice to anyone considering a fanatec product is to go buy something else, this company is a complete joke.

Comments

  • Geoff Pavlic SearleGeoff Pavlic Searle Member

    I would think that if you initiated a support request well within your warranty period.. then no matter how long it takes it should be covered under warranty.

    The support turnaround is a massive failure on Fanatecs behalf.. It destroys any confidence in the company.

    I've been dealing with them for 4 months and just keep feeling like they send me around in circles...

    If you end up paying for anything yourself to fix the problem, don't expect any kind of compensation from them either.

    I hope you get something sorted out with them..

  • Jacob FanatecJacob Fanatec Member, Administrator

    Dear Jonathan, we're sorry that you haven't received a reply since May this year. Please share your ticket number and one of our team members will take a look in this case.

    As for the warranty, the warranty period begins on the day you receive your order. The full period will be honoured, with consideration of the delays that affected the actual late receipt of your order. Warranty enquiries sent by you toward the end of the warranty period will be treated with the goodwill you deserve and understanding of the inconvenience resulting from the current issues. 

    Best, your Fanatec Team

  • Jonathan TangJonathan Tang Member

    Case number is CRM:000030700000062 

Sign In or Register to comment.