Support ticket response time/return

Philip McCormacPhilip McCormac Member
in General Discussion / News and Announcements

I submitted a support ticket over 48hrs ago about my new F1 esports that stopped working. The first support ticket I got a blank email with no content so I discounted it and I sent another (48hrs ago now) which I got a blank email and one with the support ticket content.

Still have not had any response, worried none of the tickets have registered correctly as I can’t see anything on the website to indicate a pending request. Is this normal? Should I keep waiting or make contact by another means?

Comments

  • Dominic BrennanDominic Brennan Member, Administrator

    Hi Philip,

    I can actually see three support tickets on the system. Typical response time is 2-3 working days at the moment.

    I'm sure the team will get back to you soon.


    [Fanatec Community Manager]

  • Philip McCormacPhilip McCormac Member
    edited October 2020

    Ok thanks Dominic will keep checking my emails

  • Philip McCormacPhilip McCormac Member

    So I got a response the following day 22nd asking me to try software changes and give more information I replied within a few hours. Was expecting a response the next day or today at the latest.. but I’m still waiting.

    What have others experienced is it a 2-3day wait for every exchange with support? (EU region)

  • Dominic BrennanDominic Brennan Member, Administrator

    Yes that is the normal situation at the moment.

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