Corsair Aims To Catch Up On Fanatec Customer Service Before Black Friday

Corsair-Fanatec.jpg
Image: Corsair
After acquiring Endor AG, Corsair intends to keep the Fanatec brand around for sim racing products - and has big plans, as Corsair CEO Andy Paul revealed in an interview with YouTuber Will Ford, better known as Boosted Media.

The future of Fanatec sim racing gear has been uncertain for most of 2024. With the acquisition of parent company Endor AG by Corsair, things are now looking to be back to a more sim racing-focused approach - this was evident at ADAC SimRacing Expo 2024, where a number of new Fanatec products was unveiled.

This was only a small step towards the future, however. In an in-depth interview with Boosted Media's Will Ford, Corsair CEO Andy Paul gave interesting insight into the company's plans for Fanatec, both for the near-term future as well as for long-term projects.


Most importantly (we kid, of course), Paul confirmed that Corsair will not "put RGB lighting on all of the steering wheels" in response to the humorous implication many in the sim racing community made when the acquisition became clear - a nod to Corsair's RGB-laden keyboards and other peripherals.

On a more serious note, Paul highlighted how Corsair intends to tackle the customer service backlog that Fanatec still has. A worldwide system of agents can look into simpler customer questions, for instance related to shipping status of their orders, but the more in-depth questions will still be handled by Fanatec staff in Landshut. "If someone has a serious problem, we want to deal with that quickly", stated Paul.

Recently, the response time to support tickets was two weeks, according to Paul, "but they're bringing that down pretty quickly. Our goal is to get things completely cleared and up to date before we get anywhere close to Black Friday." The traditionally discount-heavy holiday is coming up on November 29, 2024, leaving Corsair with a month to pull this off - a lofty goal, but it shows that this is a priority of the company.

Gear To Be Available In Stores​

Moving forward, Corsair wants to have Fanatec fully under its roof quite quickly, too. "In three or four months, we'll have [Fanatec] fully integrated. That'll alow things to go a lot smoother", said Paul. "We start next year to roll out products to retail, but we got a lot to do until we get there."

Thus far, Fanatec hardware is not available in stores and can only be ordered online - something Corsair wants to change with its existing infrastructure. Paul: "We've already identified some of the mid-range products, either ClubSport or ClubSport Lite, that we should be able to bring the costs down for with our bigger factories, so we have enough room to cover the margins in retail."

The company has already identified stores and chains in Australia, the US and the UK in which they want to make Fanatec gear available.

Fanatec-Corsair-Rig.jpg

Initially unveiled as a Corsair product, the upcoming rig seen here at SimRacing Expo 2024 has been rebranded to Fanatec.

In the long run, Corsair wants to focus on gear in the $300-500 price range, but "at the moment, we try to make sure that we get as big a market share as we can in the $500 and up category", explained Paul. "That's were Fanatec has made its name."

After that, however, the company wants to take the fight to Logitech and Thrustmaster, who Paul identifies as the biggest competitors in the lower price range mentioned previously: "There is no reason why we can't compete."

On the other hand, the high-end segment will also be a staple moving forward, as Paul highlighted Corsair's ability to provide full sim racing setups now - including rigs, PCs, monitors and peripherals. Paul wants to move things forward now:

"Complacency is the biggest thing you have to worry about. We everybody acting as though someone is coming to steal their lunch every day and they have got to fight that off. The way you do that is by continuing to make great products and market them correctly."

What do you make of the new Corsair-led direction Fanatec looks to be taking? Let us know in the comments below!
About author
Yannik Haustein
Lifelong motorsport enthusiast and sim racing aficionado, walking racing history encyclopedia.

Sim racing editor, streamer and one half of the SimRacing Buddies podcast (warning, German!).

Heel & Toe Gang 4 life :D

Comments

As a Fanatec customer I had a fairly satisfactory feeling after watching this interview. I had a sortve sense of calm with the way the questions or topics were discussed. It seems Fanatec finally has a level headed CEO where dealing with the scale and logistics of where the company should be operating is something that can be taken on board in confidence. It seems a corner has finally, truly been turned. It will however be difficult for them to achieve the market share that they once had due to the damage already inflicted but also because of the number of new players in the market and the innovation in the sim racing.
 
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I think they on a hiding to nothing for not upgrading everything to free QR2.

Get rid of those plastic rings while you at it, they out of last decade.

Can't even update their website in how long, how they pay people to do this ? Hopeless

The exchangeable QR1 Wheel-Side (ClubSport Quick Release Adapter) means the wheel can be upgraded easily to the next-generation QR2 system (coming soon).


edit: As in free QR2 I meant:
Convert all bases to QR2 ( I think only 3 are QR1 )
Clubsports wheels QR2 Lite
Podium wheels QR2 Standard
High end wheels QR2 Pro ( which they already are )
 
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They need to innovate and focus on the highest quality again. Where are Fanatecs Podium pedals/active pedals? The V2 pedals are good for their price point but they cannot compete with simucube. Why does MOMO cooperate with Logitech instead of Fanatec, they build the best quality wheels, the default Fanatec rims feel like toys compared to momo
 
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I'll wait a couple years to see what come up with as far as a complete vision for their product range, provision of support and supply method before I consider them as an option.

Not really a fan of the corsair range of gear, and I consider even without the supply and support issues the Fanatec range was falling behind their competition in a number of areas.

I have no doubt that Corsaire will address the situation and make widespread improvements in how they operate, Just seen nothing yet to indicate they will bring products to the table to get them back where they were.

Have they mentioned if getting Fanatec into large retail outlets alongside the Corsair products is part of the plan?
 
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It was a great interview. Will asked good questions, and Andy's answers gave me hope that Fanatec is definitely turning the corner and going to be much more competitive in the market. Waiting to see how this all shakes out and looking forward to the upcoming launch of the hand brake.
 
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btw i love that fanatec formula style wheel form the title photo, i just wish it was a little big bigger, like 2cm more in diameter would go a long way.
 
btw i love that fanatec formula style wheel form the title photo, i just wish it was a little big bigger, like 2cm more in diameter would go a long way.
I believe pineapple grips have released a couple of wider grip mods for the fanatec formula rims with one at 290mm and the other at 310mm
 
I think they on a hiding to nothing for not upgrading everything to free QR2.

Get rid of those plastic rings while you at it, they out of last decade.

Can't even update their website in how long, how they pay people to do this ? Hopeless




edit: As in free QR2 I meant:
Convert all bases to QR2 ( I think only 3 are QR1 )
Clubsports wheels QR2 Lite
Podium wheels QR2 Standard
High end wheels QR2 Pro ( which they already are )
The QR is so unnecessary, I like to call it a scam. Selling units that should've never passed quality control (wobbling wheel). Essentially lowering production costs by having less waste. And then selling you the solution which it should've had in the first place.

Completing the scam with a dedicated QR webpage giving you the impression it's a must have improvement and they have ' so many options, it's amazing.' But you need a masters degree to decypher what is best for you.

Apple behaves like this as well. Removing all USB ports and leave one C-port. To sell you an optional EU 150 overpriced low-speed hub which essentially cost a mere EU 10. Raising the price of the initial product you bought.
 
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btw i love that fanatec formula style wheel form the title photo, i just wish it was a little big bigger, like 2cm more in diameter would go a long way.
People have been crying out for a 300mm GT version of it for years, it’s astonishing that so far they haven’t put one into production. I’m not an engineer but how hard would it have been to scale it up to 300mm, they would have sold a load of them.

Now they need to offer something similar to the Simagic GT neo at that price point. Backlit buttons and with four paddles as standard.
 
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People have been crying out for a 300mm GT version of it for years, it’s astonishing that so far they haven’t put one into production. I’m not an engineer but how hard would it have been to scale it up to 300mm, they would have sold a load of them.

Now they need to offer something similar to the Simagic GT neo at that price point. Backlit buttons and with four paddles as standard.
Selling Limited Editions every year with a different sticker seems to generate more money, I guess. I think the complaint about the width has been there since the Formula wheel first release
 
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btw i love that fanatec formula style wheel form the title photo, i just wish it was a little big bigger, like 2cm more in diameter would go a long way.
Thats always been my problem. Ive wanted a formula wheel for years but the size puts me off. My hand should not be able to fit the majority of my wheel in it. Maybe its a blessing, damn things are so expensive anyhow.
I believe pineapple grips have released a couple of wider grip mods for the fanatec formula rims with one at 290mm and the other at 310mm
These grips have made me consider buying a fanatec wheel and converting it to USB. What puts me off about that is the length thats added between the grip and thumb wheels. The thumb encoders are the only feature I really need in a formula wheel and lol, I wouldnt be able to reach them.

Ill probably just end up hot gluing a couple encoders to my 320mm franken wheel. The thing has been good to me.
 
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People have been crying out for a 300mm GT version of it for years, it’s astonishing that so far they haven’t put one into production. I’m not an engineer but how hard would it have been to scale it up to 300mm, they would have sold a load of them.

Now they need to offer something similar to the Simagic GT neo at that price point. Backlit buttons and with four paddles as standard.
SRM has you covered my friend :)
 
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On topic - is their '2 week' current support time how long it takes to resolve a case, or how long it takes between replies?

My McLaren GT3 wheel broke a pin for the third time two weeks ago and in that time I've had one email from Fanatec asking me to upload my invoice. Despite already having uploaded the invoice when I first registered the wheel.

The last two returns have been similar; it gets sorted in the end but you have to jump through lots of pointless hoops to get there. Corsair can certainly improve on that. TBH they can hardly be worse.

So I suppose there's reason to be hopeful - and no RGB is a bonus :)
 
The QR is so unnecessary, I like to call it a scam. Selling units that should've never passed quality control (wobbling wheel). Essentially lowering production costs by having less waste. And then selling you the solution which it should've had in the first place.

I agree on one hand but I only have 8nm.
With 3rd party collar took that last bit of wobble out of my QR1's and CSL DD.

However attaching them to all wheels bar the 3 high end ones with no options is the problem.

QR2 lite is nothing more then QR1 same quality but better fit and same price @ $99AU down under.
So in my opinion would be better long term position to drop all QR1 now.
Take some early pain for gain later.

Not only that it is simply a bad look for a new owner, IE: continuing the scam as you rightly put.
80% of bases are QR2 now while all wheels but 3 are QR1
 
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On Formula V2.5 I very used to 270mm and just as home using Podium 320mm.
Historic / Round v2 is the same size with skinnier rim.
Huge hands ( I have ) or using proper gloves is always going to be issue with small wheels.
You can use thin fingerless gloves helps heaps with buttons.
 
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Thats always been my problem. Ive wanted a formula wheel for years but the size puts me off. My hand should not be able to fit the majority of my wheel in it. Maybe its a blessing, damn things are so expensive anyhow.
Thats why i went with Moza R9 and their GS Wheel after having a CSL DD and that exact wheel i was mentioning (i sold the fanatec stuff and took a year off from simracing and got into it again with Moza products, the wheelsize is simply much better and quality as good if not better, in my eyes at least. Only downside to Moza wheels, the shifters are so damn loud).
 
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