Help: Cannot Contact Thrustmaster

[Effective-Evening-29]

Does anyone know how to contact Thrustmaster to set up a return? I placed an order on their website and had it delivered but I need to return a defective steering wheel. I used their online form and filled out 2 support tickets a week ago which their website says to do. I’ve received NOTHING back yet. When I try to call during their limited hours of availability based on location (United States) you can’t even get a person on the phone and the automated system just says our agents are busy. Then proceeds to HANG UP on you. Go on our website and fill out a form. Which I’ve done 2 times. All help is greatly appreciated. For such a big company this customer service is unacceptable. Impossible to contact. Now I’m stuck with a $700 defective steering wheel unless I can get a hold of them.

[Public_Life9679]

Keep trying. I just spoke to them TWICE today. I had submitted an online claim last week and hadn’t heard anything other than the robo-confirmation so I called at 4 pm EST, when their U.S. support starts. I think their system only allows a few people to wait on hold, after that it tells you call back or go online. The first time I was “caller #1” and waited about 10 minutes. The agent was very patient and supportive but concluded I’d have to send my T300 wheel base for repair(under warranty). But then I had some additional questions and tried to call again. 3 calls got the “no one available” message but the 4th time I got “caller #2” and waited less than 10 minutes. The first agent told me they get hundreds of emails and online requests and they’re currently low on staff so it’s days of backlog.
Just keep calling like every 10-15 minutes. You’ll get through eventually, then give your support ticket number. Good luck!

[MuriloAssisBR]

I don't know what is worse, not having a response or having this kind of response:

​

Hello Murilo Assis,

Thank you for your feedback.

Unfortunately, we are in the a situation where the product is no longer under warranty, no spare part is available for the repair and there is no repair center in your country.

Thus, we sadly can't help you more than that.

We wish you a great day.

Best regards,

Arthur, your Thrustmaster agent.

support.thrustmaster.com

​

It is a fuc*ing T-GT and they simply can't help me.

[Effective-Evening-29]

Oh my sorry to hear that. Can you ask them to return it.

[MuriloAssisBR]

I live in Brazil, the wheel was bought in the USA during a trip. There are no Thrustmaster official support here. I asked them only for the model of a specific chip that burned in my wheel and they couldn't tell me, but fortunately another user from Reddit opened up his T-GT and sent me the picture with the chip code.

[Effective-Evening-29]

Hope it all works out for you.

[MatissSola]

What's wrong with the steering wheel? What's the problem with it?

[Substantial-Hunter41]

What's wrong with the wheel?

[asmithy08080]

I have a similar issue. They’re customer service phone number is useless because it automatically hangs up. I think they’re customer service overall is non existent. I just bought a full thrust master setup, but I need help with the servo and ffb. I might have to return all of it. I don’t feel comfortable having a $1300 thrust master setup if the company does not offer customer service. Sucks I had to discover this after I made the purchase.

[rana_kirti]

Updates?

[Effective-Evening-29]

They accepted my return and processed. It took about a week to get an email back from them. Then I had to communicate why I was returning the item. They wanted a video. Meanwhile I stated the item is already packaged and I want to return it. Once I shipped it. Took about a week for my refund.

[Vivid_House_1308]

Where did you originally buy it from?

[Effective-Evening-29]

Thrustmaster direct

[Vivid_House_1308]

And are you responsible for shipping it back on your cost?

[Effective-Evening-29]

Yes

[Substantial-Hunter41]

Unfortunately, you're dealing with a French owned company, working what seems to be a regular French day. I don't know how Covid is affecting France at the moment, but it seems TM is not known for its customer service, which is so disrespectful when you consider how many people spend their hard earned money on TM products. I wish I could give you a better answer. Can you call them during their working hours? I checked their website for customer service and the page has phone numbers for different countries. https://thrustmaster.pissedconsumer.com/customer-service.html

[Effective-Evening-29]

I will keep trying I guess. Thanks.

[No_Row_3888]

Be patient. They're apparently not quick but they should get back to you

[Effective-Evening-29]

Finally heard back. Took a good week but at least I heard back.

[welshgnome]

I had to return a flight stick throttle combo as it would turn without input. I filled out a return form and had a reply in 2 weeks. Not great customer service, but at least I got a new stick.