I'm a using my racing rig extensively, doing tons and tons of virtual km, training a lot for our championship races. With extensive use, problems can happen to your racing equipment, especially if you have them for several years. When this happen customer support of the vendor is extremely important, and timely and clear responses are the key. I personally think that having a good after sales support is as important as the build quality of the product you are buying.
This is what happen to me in the last 6-7 years. I haven't been always that lucky, I've to say, but I guess this is also due to the extensive use I do of these equipments.
Logitech[b]: my g25 got broken (smoke coming out from the wheel base). I got a brand new g27 delivered at my place in 2 days. Even if my G25 warranty was expired they wanted to change my wheel, taking the case extremely seriously and asking me if anyone got hurted by the smoke . I was really impressed by that. Excellent support.
[b]Fanatec: They recently improved their customer service, creating a priority level of support for high end customers (Premium Service Pack). They sell this as an option when you buy the wheel. Since I bought the CSW, my account has been upgraded to this premium service for free when the launched this initiative. I've been very happy about it.
I only had one issue so far, with the sensors of the pedals not reaching the maximum anymore, but I easily found the solution to the problem in the FAQ on their website, and fixed the issue myself. Very happy so far.
Thrustmaster: the stick of my TH8 RS got broken at the base after 2 months. Looking at the section of the broken piece, you could clearly see that my particular piece was defected, having different colouring on the metal section. Those things can obviously happen in a mass production once in a while. I still strongly think the TH8 RS is a great product, and it was just my piece that had a tiny issue. The problem was that they initially told me that "from the manufacturer's point of view the fault is not covered by warranty and could not have occurred by using the device under proper and normal usage. However, since your retailer is in charge of the warranty, we would like to recommend you to ask them to provide you with a solution."
I was clearly highly disappointed by that answer, and only after 1 full month of hard email discussions with their customer support, photos, detailed descriptions and a lot of frustation, they finally "decided to exceptionally start a RMA procedure".
It's a real pity that with such good products, they can't offer a proper support. Just as I told them in my last email before they finally decided to replace my shifter, I felt that they didn't even contemplate at the beginning the possibility that the shifter went out of the factory with a defect. I was expecting to be treated with more respect and to receive more support. This doesn't mean that I want to be right at any stake, but at least I would have expected a more attentive analysis of the problem.
Maybe I've been just unlucky with the customer support representative I spoke to. At the end anyway, I got back a new shifter, and I'm still very happy with the product itself.
I hope that others had better experiences with their customer support.
GTOmegaRacing: I'm using my GTOmegaRacing EVO from few months now, and I've been really happy with it. Few days back the bar that is holding the wheel got un-welded while I was driving. I sent an email to their customer support, and they immediately acknoledge the issue, and sent me 2 new bars made with stronger weld on the nuts. They also told me that they will work on improving that piece and if I'll have issues on the 2 new bars I can contact them again, and by then they'll have the newly designed piece. That's what you expect from a customer support! Obviously GTOmegaRacing is a small company and people that do customer support most likely work closely with the product design team, but still, you can tell that they know how to build trust to their customer. This goes together with an excellent product. I'm fully satisfied with my choice. Excellent quality. I'm sure that their great attitude will help a lot for improving weaker points of their rig. As a customer I can only be happy about it.
What is your experience with customer supports?
When I had my first problem with the G25 I understood that a lot of us, had issues with their products. Despite being built with excellent quality those product can get broken. In those cases you wish customer support can help you out at their best, especially when you bought a product that costs several hundreds of euros.
I'm really curious to hear about your experience.
Last edited by Andrea Lojelo on Fri Mar 08, 2013 2:53 pm; edited 1 time in total