Another trying to get in touch with Eduard or sales support

[iainam]

I've got two open support tickets, nos 1471 (logged 16/8/19) and 1492.
Both are/were time sensitive and I've yet to have an acknowledgment.

I'd appreciate someone getting back to me.

Thanks, Iain

[Eduard VKB FSC]

Hi Ian,

Sorry for some delays with the reply. The tickets are being cleared up but not all yet. I will reply to your tickets today.

[iainam]

Thanks Eduard

[Theneduiel]

I have the same problem, Ticket #1418 ist open since 35 days.

[Eduard VKB FSC]

Hello Christian,
Sure, we will resolve your problem. I have reserved the right joystick for you.

[Strat_84]

Same problem here, I've had ticket #1473 open for more than 2 weeks now and still no sign of an answer.

I understand it was summer and there's usually less activity during these periods, but well. It's already not pleasant to receive a unit that doesn't work as it should (not to mention it was probably returned previously given a few details on the package), if on the top of that you have to struggle to even obtain the correct informations to send it back, that doesn't really look professional.

[Eduard VKB FSC]

Sorry for delay but no worries, we will handle all pending tickets just need some more time ... Don't be afraid that return period may expire. As soon as the ticket is logged, we will accept the item to be returned and refunded even after two weeks period.

[vtracy]

Eduard,
I sent you an email last week, with accompanying picture of a part that I need replaced.
Can you confirm receipt of email, and when can I expect delivery of the part?
Tx
Volker

[Eduard VKB FSC]

Hi Volker,
No problem, the replacement part will be sent to you this week.
Sorry for delay with my answer.

[Lain]

My ticket #1439 is unresolved since August 6th which means my Gunfighter Mk.II is unusable for over a month now.
I understand that after the break there must be a lot of emails piled up but can you please take a look at it?

[Eduard VKB FSC]

Hello Lain,
I am on your ticket now. I agree, it takes too long to resolve it. I believe the best is to ship it to us so I will inspect and fix it or send you a replacement. Sorry that it takes so long.

[Strat_84]

Bump.

After posting here, my ticket #1473 finally got some attention. You asked how I calibrated the joystick, I answered to you. Yes, I read intructions and calibrated that joystick using the right softwares. And if you read well, the kind of problem I encountered cannot be fixed by calibration, it's a variable center offset, not one that remains constant over time and use.
Anyway, that was nearly 2 weeks ago, radio silence again. This is becoming irritating, really.

I described the problem, I sent Joytester screenshots clearly showing it. I asked for a refund within 14 days.
Now, where is exactly the difficulty in just:
- telling me the exact address where to send that joystick back and if I need to include some kind of form or RMA number.
- stating if the levels of centering inaccuracy I witnessed are considered a normal behaviour for a Gladiator Mk.II (I doubt that, but if it is, then it's useless for me to give this product another chance).

[Eduard VKB FSC]

Hello Start_84,
​I haven't seen a particular question or request for RMA in your reply in the ticket so it was not clear what actions do you expect from us. I understood now (from the forum post) that you would like to return the item.

When the item is back and inspected (which usually takes 1-3 days) we will refund you the order.

If you prefer to replace the item, it is also possible. In this case we will refund you the cost of shipping the item back to us. The replacement Gladiator will be brand new and tested by us before shipping.

Please, let me know your decision.

[Strat_84]

Hello Eduard,

I replied on the ticket.

[Strat_84]

Bump again. Still ticket #1473.

The faulty joystick has been sent back and received on September 20th according to the tracking. Still no news about the replacement joystick or the shipping costs refund.