Slow support - how to contact VKB directly?

[mindriot]

Hi folks, having a problem with one of a pair of GNXT which essentially is a failed grip.

Opened a support ticket which I feel is proceeding ridiculously slowly for a very simple issue.

If needs be how do I contact VKB directly?

[fallout9]

You just did . What is wrong with your grip? (I understand that you already filled up a ticket for it, but posting it here would give it a better visibility).

[mindriot]

Thanks for your prompt response and accepting my post.

Right stick grip functions suddenly stopped responding 5 days ago mid game use, and counting, lost buttons and twist for the right grip.

I have 2x GNXT purchased recently in HOSAS config one left one right, the right grip is the one that failed.

I did do a support ticket but when each response to a simple request takes 24 hours or even longer its not good. Ill try to summarise rather than trot out all the messages verbatim.

The failure was sudden. Since then it will not recalibrate due to no response from the grip. Tried via stick procedure, tried via cfg util method, always fails to complete. Tried defaulting and repeating, tried all requested things always no calibration, no response from grip, and no grip (or error log) to be found.

The responder has assumed its a faulty cable, and I have had to plod through several responses each taking a day to get further response, to reiterate more than once its the grip itself in my opinion, and every time I ask how long itll take to replace not just the cable but also the grip the question is unanswered.

When it happened I did some testing, culminating in using the working cable from the left stick, plugged into the pcb of the right stick, and attempted to detect where the PC failed to detect the right grip at all, when it will detect the left grip through the exact same cable. I have also swapped grips and bases and found no issue with the bases, the fault moved with the grip.

I have had to plod though 3 of my responses so far asking me why I dispute its just the cable when clearly its not, I have supplied asked for config util info etc etc.

My last message yesterday asked once again to please accept my analysis, send a replacement grip, cable etc, and I will happily return mine for whoever to analyse to their own satisfaction, and please quickly reply how long will that take?

Over 24h later now and still no response to that last communication. I sent a follow up a little earlier, stating I feel such a simple matter is taking too long to resolve and repeating yesterdays request accept my analysis and how long, also so far unanswered.

Apologies I would have preferred to sort it out by support ticket quickly, quietly and amicably but I have felt it necessary to come here for further action.

Im used to handling, servicing and fault finding equipment often including both electrical and electronic componentry, its not like im just making blind assumptions.

[Ron61]

Instead of such a long post, I advise you to show screenshots from the configurator of the Global-External, Profile-Axes, Test-External devices tabs.

[mindriot]

This post was about expediting a simple process that was taking far too long, not about establishing whether its faulty, i had already proved that to the support responder thanks.

Anyway, coincidence or otherwise a replacement grip is now on its way, at last!

I will update if and when it arrives and this is resolved.

VKB seem to make decent stuff from my experience so far, my experience influences some others thinking of buying the kit in future. I only felt forced to reach out on the forum because of frustratingly slow ticket responses.

[fallout9]

Sorry about that. Support is fast usually, but sometimes there's simply too much load. I'm sure you'll have the grip arriving in a few days.

[mindriot]

I got a UPS shipping notification on 26/05/21 referencing Friday, as of now it has no updates beyond "label printed".

[mindriot]

And today it still shows no progress beyond label printed.

[Drano]

Once it's shipped it's out of VKB's hands. Updates will come from the shipping carrier. In my experience UPS doesn't appear to operate on a Sunday, at least for delivery. Today (Monday) is a holiday here in the US. I wouldn't expect to see any movement on your package sooner than very late tonight Eastern US time or the early morning hours Tuesday.