I've read countless posts on these forums discussing how bad Fanatec Support is, highlighting how slow they are to respond, how difficult the RMA process is, how long it takes them to resolve and return faulty products, and how often those returned products still exhibit problems.
So I thought I'd add to the discussion and share my own experience.
Last Tuesday evening I climbed into my sim-racing rig and fired up Gran Turismo 7. I instantly found that my brake was stuck at 100%. I eventually managed to get the brake disengaged but it kept either sticking or not responding to any inputs at all. The same behaviour occurred in other games like ACC and via the Fanatec control panel.
I raised a support ticket with Fanatec late last Tuesday night and first thing Wednesday morning I had a reply. I was asked to uninstall the drivers, do a clean install and reflash the firmware on my Fanatec gear. That just resulted in the load cell brake pedal not working at all.
Fanatec Support then started the RMA process and I was asked to package up the load cell brake pedal and let the RMA team know when I'd like a collection arranged. On Thursday morning DPD collected my load cell pedal.
Today, less than a week after the problem presented, I received my repaired load cell pedal back from the Fanatec repair centre. I've since tested it and it's working perfectly now. I haven't bolted it back onto my rig, since my CSL Elite v2 pedals are arriving tomorrow 😁
I've spent a great many years reviewing tech products and working with the companies that build them. I've always said that you can't judge a company's customer service until something goes wrong. I don't expect products to never go wrong, and when they do, that's when you find out how much they care and look after their customers.
In the case of my experience with Fanatec Support, I honestly can't think of a single part of the process that could have been done better. I had my faulty product diagnosed, repaired and returned to me within a week. And while it's human nature to always complain when the train is late, but never talk about when it's on time, I felt that amidst all the horror stories about Fanatec support, I should highlight my experience, even though it should - and hopefully is - the norm rather than the exception.
Now I just need to find someone who's looking to buy a set of CSL pedals with load cell brake 😂