When will support answer my email?
My dd2 crapped the bed. Update Mode PDD quick release popped up and ping was unable to establish. I went through the steps, dropped firmware back to 336 and the unit was recognized and fans were at 100. But wouldnt allow me to manually update firmware, motor version is still at 0. I did everything as ive read and the process but its not working. Sent an email, I know I will have to RMA it, but havent had a response (maybe due to New Years). What is the typical response time right now?
Comments
atm they to have holiday, they by default not response till 10 January but how long takes after that then i not know
I've been waiting for a reply from them for 46 days
i just had a reply from a ticket back in october so i guess there way behind
And to think that I was once working in a support where we have had 30minutes SLA for email respons ( :
I asked a question to the support on December 29 because i was missing the iracing promo subscription (1€ for 3 months), then they reply after maybe 5-6 minutes later with the quotation ready for the order. I think the support is very quick, but right now they have some kind of guidelines to ignore some type of issue (shipping, missing articles, etc)
Efficient! Perhaps a bit stressful (maybe too much). Here, I feel zero respect from Fanatec, and if I buy expensive equipment I want to do it from someone who respects me, and whom I trust.
thanks for sharing this. I find it extremely disrespectful that Fanatec does this. I don't trust them.
Yeah, I can say I had better support for 10 euros bluetooth adapter than for the 800 euros worth of germaneering paperweights
If this is true, well, it's really embarassing. Who makes holiday till 10 january, not even the kids at school, come on...
Supposedly they are doing an inventory and wont be able to ship during this period. Not on vacation though some have joked about it.
Wow 30mins SLA is pretty tough…in my company we have 24h SLA for emails and if the issue is complicated we will at least sent out a mail with a rough estimate but like already stated in this thread i think management set up guidelines to not reply to emails with specific subjects.
My power supply unit is dead, open a ticket on Dec 29 and no reply yet :(