Ticket #5488

[Seatbose80]

Hello,

I have raised a ticket a couple of days ago however I have had no reply so I am doing my best to try and contact someone directly regarding my issue and to get this solved quickly. Unfortunately my NXT Premium's Y-axis does not work correctly despite my best efforts to calibrate it using the stick's own calibration method and the VKB software. This has been like this out of the box and I cannot use this stick. I have read that this may be a magnet issue but I do not want to take apart the product when I have only just received it (Not even 24 hours old). I appreciate you may all be busy but ideally I need a stick to work out of the box. Please can someone contact me to resolve this issue? Many thanks.

[fallout9]

It's a relatively easy fix following these steps. If you're not alright with this (understandable) please fill up for a refund.

[Seatbose80]

Hello,

Please can you direct me on how to file for a refund? I really do like this stick and ideally I would like a replacement however I do not want to be taking this apart. Is it possible for myself to send this back and you can send a new item to me? Thanks for your quick reply I appreciate it.

[fallout9]

The agent will get back at you shortly through the ticketing system.

[Seatbose80]

Hi,

Thank you very much for this quick response. I did reply to the agent (Eduard) on your ticket system but I am unsure if the message has gone through because the ticket might be closed. If possible can you please double check he has received my last message/email?

Many thanks again for trying to sort this out for me.

[fallout9]

If you closed the ticket please open a new one. I spoke with Eduard earlier and most probably he'll be sending you a new base in exchange for your original one. Please be careful when removing the grip so you won't break the cable.

[Seatbose80]

Hi,

No problem I think the ticket is still being processed but if at all possible can you please pass the following message:

If at all possible, will you be able to also send a replacement stick with the base so it's a complete new set as opposed to keeping the original stick?

This way it will save myself time testing and making sure whether the base is (or not) the problem at hand. I assume it is the base that is the issue because the wires coming from the stick look fine and all of the button's work. However, I would much appreciate it for my own piece of mind you can also send this to save potential further hassle down the line. I will send both items back to you (complete swap). It was very disappointing that I could not get this stick to work out the box so I would very much appreciate if this can also be done.

Please can you let me know if this is possible and when the replacement items have been sent.

Many thanks.

[Seatbose80]

Hi,

If possible can someone please provide an update whether the items have been shipped as I have yet to get a response from the agent handling this case. Thanks !

[Ron61]

Please take a photo without the bottom plate like this one. This is necessary to clarify the location of the problem.

[Seatbose80]

Hi,

I can’t take a photo right now as I’m away for the next few days. I would prefer to be sent a new set. I was told that I would be sent a new base and I have also requested new stick and I will return both items back to you (complete swap). Please can you let me know if this is still the case?

[Ron61]

The fact is that, perhaps, your problem is solved within 30 seconds, right on the spot, without leaving your home. In this case, you do not need to send anything anywhere. Therefore, I highly recommend taking a photo, it is not expensive in terms of time and money. I hope for your mutual understanding.

[Seatbose80]

Hi,

The earliest I will be able to send a photo will be Sunday evening/ Monday. In that time a replacement can be sent out to me. The base looks exactly the same as that photo. From my research it could be a magnet issue or something else. Please can you respect my wishes for a replacement to be sent.

[Ron61]

You have not provided any screenshots from the configurator and photos from the inside.
Only one word, this is not enough. We need facts for technical support to understand the essence of the problem.

[Seatbose80]

Ron,

I can send a photo in a few days but I am confused by your customer service? I am told that a replacement base will be sent to me by Eduard? So are you now telling me that this is not the case? Please confirm.

[Seatbose80]

Hello,

Please find attached the photo that you have requested. Please note that I do not wish to take this apart to fix it as I believe I should not have to do this with a new device.

Please can you let me know if I am going to receive a new base( which was confirmed by your agent) and also please confirm whether it is possible for you to send a new stick.