Broken Thrustmaster wheel.

[Speedracer15]

Hello all! This is my first post even though I have been a regular visitor to this site for years. In July I purchased a Tx wheel from amazon. It was great when it worked but now it does not calibrate and I can hear a grinding/clicking sound coming out of it.

I have owned Logitech and Fanatec wheels in the past but wanted to step up to a stronger ffb wheel. Amazon said they cannot help me because I'm past the 30 day refund policy. I tried talking to a thrustmaster customer service representative but I could barely understand what she was saying due to her accent.

She kept saying she would email me a link to update the firmware. I tried telling her that I have the current firmware already installed but she was not getting what I was saying. It can't be a firmware issue if I can hear a grinding/clicking noise coming out of it with the wheel unplugged. I ended up hang up on her because I was angry and frustrated. I emailed Thrustmaster yesterday and am waiting for a response next week.

It was not very mature of me to hang up on the lady but
I'm at a loss on what Im supposed to say or do. I like the wheel enough to wait however long it takes to get resolved.
I will be hooking my Fanatec gt2 and clubsports back up for now while I wait. Any suggestions on the best way of getting this resolved?

Thanks in advance!!

 

[Mr Latte]

Would it not being a case of reading the "warranty" conditions for your region.
If you couldn't make the lady out ask to speak to someone else but if the product is under warranty then it should be eligible for repair/replacement.

 

[Glipizide78]

Mfg warranty is 1 year so Thrustmaster has to do something...my t300 was doing same thing and Thrustmaster replaced it

Was 30 days past amazon return policy

 

[Speedracer15]

I will call again Monday and try to talk somebody that I can understand. How long did the whole return process take Glipizide? Did you talk to someone or just go through email?

 

[Glipizide78]

Both...around two weeks

 

[JohnBodin]

I've never called TM tech support -- I've always used the technical support link on the TM Website. Sometimes slow to respond, but I've always been satisfied with TM in the end.

 

[Haulin_Hebrew]

Hello all! This is my first post even though I have been a regular visitor to this site for years. In July I purchased a Tx wheel from amazon. It was great when it worked but now it does not calibrate and I can hear a grinding/clicking sound coming out of it.

I have owned Logitech and Fanatec wheels in the past but wanted to step up to a stronger ffb wheel. Amazon said they cannot help me because I'm past the 30 day refund policy. I tried talking to a thrustmaster customer service representative but I could barely understand what she was saying due to her accent.

She kept saying she would email me a link to update the firmware. I tried telling her that I have the current firmware already installed but she was not getting what I was saying. It can't be a firmware issue if I can hear a grinding/clicking noise coming out of it with the wheel unplugged. I ended up hang up on her because I was angry and frustrated. I emailed Thrustmaster yesterday and am waiting for a response next week.

It was not very mature of me to hang up on the lady but
I'm at a loss on what Im supposed to say or do. I like the wheel enough to wait however long it takes to get resolved.
I will be hooking my Fanatec gt2 and clubsports back up for now while I wait. Any suggestions on the best way of getting this resolved?View attachment 434629

Thanks in advance!!

You should be able to contact Amazon to find out the name of the store it was shipped from, and if the store stalls you file a grievance against the store to Amazon promptly under the manufacturers warranty. When I do purchase my Thrustmaster T300RS it will be from Walmart, with a 4 Year warranty, Fry's had it on special for $318.00 but they don't offer a warranty on the Thrustmaster T300RS at all, So I will past on the discount, and pay $399.00 plus the $45.00 for the 4 year warranty, just to be insured, I've heard too many accounts of defective Thrustmaster T300's, but I'm waiting for GT7 before I make my purchase. Good Luck.

 

[Speedracer15]

You should be able to contact Amazon to find out the name of the store it was shipped from, and if the store stalls you file a grievance against the store to Amazon promptly under the manufacturers warranty. When I do purchase my Thrustmaster T300RS it will be from Walmart, with a 4 Year warranty, Fry's had it on special for $318.00 but they don't offer a warranty on the Thrustmaster T300RS at all, So I will past on the discount, and pay $399.00 plus the $45.00 for the 4 year warranty, just to be insured, I've heard too many accounts of defective Thrustmaster T300's, but I'm waiting for GT7 before I make my purchase. Good Luck.

I contacted the Amazon store where I purchased it from and they said I was past the 30 day return policy and they could not help me. I also talked to a Amazon customer service rep next and they said the exact same thing.

I originally was going to place my order through Walmart to get the 4 year protection plan too. Before I ordered it I called a Walmart customer service rep to see how a claim would be handled if I did have a problem. She ended up saying that if a issue appeared within the 1 year manufactures warranty Walmart wouldn't exchange it for a new one and I would have to go through thrustmaster. Walmart will exchange it if it's past the mfg. warranty period.

 

[Haulin_Hebrew]

I contacted the Amazon store where I purchased it from and they said I was past the 30 day return policy and they could not help me. I also talked to a Amazon customer service rep next and they said the exact same thing

Explain to Amazon you are not trying to return it for a refund, You're trying to get it repaired under the manufacturers warranty, once Thrustmaster receives it, they will repair it, and if Thrustmaster can't repair it they will replace it.

 

[Glipizide78]

All they do is send it to tm when you send to them...bypass that middle man and deal with tm directly....like JohnBodin said, might take a lil time for response but tm will make it right

 

[Speedracer15]

Thank you all for the help!

 

[Spitfire77]

The problem with Thrustmaster is in their warranty it says you must try all the things the tech support asks for the to fulfill the warranty. They are trained with a process to go through.. so yeah.. if you got one that just follows his/her training script she is not going to do anything for you until she gets to email you the link to upgrade the firmware. It is really sad but there are a lot of customer support services all over the world that are like this.

This is cut right out of warranty info .. look at number 2.

This warranty shall not apply: (1) if the product has been modified, opened, altered, or has suffered damage as a result of inappropriate or abusive use, negligence, an accident, normal wear, or any other cause unrelated to a material or manufacturing defect (including, but not limited to, combining the Thrustmaster product with any unsuitable element, including in particular power supplies, rechargeable batteries, chargers, or any other elements not supplied by Guillemot for this product); (2) in the event of failure to comply with the instructions provided by Technical Support;

When I RMA'd my first T300.. I found out all the info you need to send them and just did that first.. and the first reply looked like what would be their 3rd or 4th reply email in their script.

 

[Speedracer15]

Thanks for info Spitfire! I finally got a email reply from Thrustmaster. They would like a video of the problem,proof of purchase, a picture of the bottom of the wheel base and my contact info. I'll get all that out to them in the next couple days. 👍

 

[Spitfire77]

Thanks for info Spitfire! I finally got a email reply from Thrustmaster. They would like a video of the problem,proof of purchase, a picture of the bottom of the wheel base and my contact info. I'll get all that out to them in the next couple days. 👍

Yup those are the items I emailed them right away.. I think it is good to post the video on youtube for all to see and also write a review that your wheel failed. The more exposure the better as obviously they can make a great wheel, just too many bad builds are getting sold.

 

[Speedracer15]

Yup those are the items I emailed them right away.. I think it is good to post the video on youtube for all to see and also write a review that your wheel failed. The more exposure the better as obviously they can make a great wheel, just too many bad builds are getting sold.

 

[Speedracer15]

I left a two star review on amazon. I felt bad doing that only because it was great when it worked. When I bought my Fanatec Gt2 and v2 clubsports back June 2011 I remember reading a lot of complaints about Fanatec quality. I've had zero problems with everything and have a lot of respect for them now. Hopefully when I get my Thrustmaster fixed I'll have 4 more years of awesomeness.! But for now.....

Back to my Fanatec setup