We are aware of the backlog in our tech support queue which has occurred due to the large number of backorders that recently shipped to customers who are now setting up their products.
From experience, we know that over 50% of support questions we receive are answered by our FAQs, chatbot, and quick guides and manuals, so we encourage you to check these resources.
We are making great progress with onboarding our new customer service partner, which will improve our scalability to handle these situations of increased short-term demand.
In the US region, we are now 'overpacking' shipments, meaning that orders containing multiple products are shipped in one box (when possible).
This makes shipping more cost-effective and is also helpful for customs with shipments to Canada.
This is a test phase that we want to roll out to all regions in future.
Processing for in-stock items is operating normally in US, AU, and JP, and the turnaround time for EU is improving each day - with the backlog in the EU warehouse more than halved since last week.
This means that estimated shipping speed stated for each product on the site is realistic, and usually faster for regions outside EU.
Thank you to everyone for your patience.
We're working hard to improve our services and we are making important strides to lower the backlog every day.
It was a fun 10 years of supporting Fanatec.
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