What are the current wait times for support?
Hi, I've been waiting on a ticket for my new DD Pro wheelbase since early December and was wondering how are the wait times looking. Thanks!
Hi, I've been waiting on a ticket for my new DD Pro wheelbase since early December and was wondering how are the wait times looking. Thanks!
Comments
Dear Angel, we acknowledge that the current speed of customer service responses needs improvement. Please note that we’re committed to improving our customer service. Fanatec will be integrated into the global support and logistics operation by Corsair, to give you better service and more transparency. We appreciate your patience during this process. Best, your Fanatec Team.
Hello Angel
I waiting since 2th December on a message for my repair Support ticket (dd pro)
I don't think they have any idea themself.
This is what I received from support and in my case I would argue that it's a warranty case, not an RMA case.
The response of FANATEC below (Basicly saying, search another company if you want to enjoy racing during the holidays).
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Thank you for reaching out to our tech support team.
As you are aware, we normally offer out-of-warranty or paid repairs. This is part of our goal of offering long-lasting value to our customers.
To this end, we have initiated steps to enhance this service by revamping our paid repair offerings. We would like to simplify and expedite the process for our customers. While restructuring this process, paid repairs will unfortunately not be available until early in the new year.
If you already received an RMA number for a paid service request, it will be processed as promised. However, please note that any paid repair service requests that have been requested but not yet initiated by our team will not be processed until the new service model is implemented. We apologize for any inconvenience this may cause and sincerely appreciate your understanding while we work on long-term improvements to our service.
We encourage you to utilize our online resources, including our AI support, to troubleshoot any issues that can be resolved without the assistance of our repair team. Please note that we are actively working on improving the AI's output, and your feedback is valuable in helping us prioritize our efforts.
As a gesture of goodwill, we would like to offer you a voucher for 10% off your next purchase, valid for 6 months. The code can be added during the checkout process. Please note this voucher is non-transferable.
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As soon as our new process is up and running, we will reach out to you again. We are dedicated to enhancing our service for you and thank you for your patience during this process.
I hope this information is helpful to you, but please let me know if you have any further questions.
Have a great day, and happy racing!
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