Thrustmaster support RMA process/turnaround time?

[ZBoT]

Hi all,

 

My Thrustmaster Warthog throttle is having a weird issue where one of the IDLE/OFF buttons is not remaining on when pulled all the way back.  Working with Thrustmaster they now have created an RMA and I'm awaiting more details.  I asked them about the process and turnaround time but they did not respond.  Curious if anyone has sent anything into Thrustmaster to get repaired recently.  If so what was the turnaround time?  Did they repair your device or just send you a new or refurbished one?  Wondering how long I will be without my throttle which means I cannot fly.   Thanks!!

[Madone]

I answered you on the slew upgrade topic, since here is the proper place I'll go in details. I had the same issue as you, amongst other problems from buying a cheap second hand warthog, Thrustmaster was slow to answer my first mails but now my throttle is sent to the RMA and they told me the turnaround is about 5-7 days, mind it's currently the Xmas holidays so I expect some late return from them especially if they have to deal with the Christmas aftersales (racing wheels, gamepads...). I live in France and the cost to repair was 90€ + 25€ shipping fee, funny since it cost me 14€ to send it to them.... Some retarded fact now, I live literally 30 mins away from the Thrustmaster repair center and they didn't want me to drop it there... this company is irking me.

[ZBoT]

32 minutes ago, Madone said:

I answered you on the slew upgrade topic, since here is the proper place I'll go in details. I had the same issue as you, amongst other problems from buying a cheap second hand warthog, Thrustmaster was slow to answer my first mails but now my throttle is sent to the RMA and they told me the turnaround is about 5-7 days, mind it's currently the Xmas holidays so I expect some late return from them especially if they have to deal with the Christmas aftersales (racing wheels, gamepads...). I live in France and the cost to repair was 90€ + 25€ shipping fee, funny since it cost me 14€ to send it to them.... Some retarded fact now, I live literally 30 mins away from the Thrustmaster repair center and they didn't want me to drop it there... this company is irking me.

 

Thanks for the response again.  I asked Thrustmaster what the turnaround time was but they ignored my question.  I have an RMA setup now but I'm going to wait until after the holidays since I want to use my throttle now while I"m off.  I'm also in USA so it will have to go through customs which I'm guessing will take a bit longer.  I keep hoping I can just fix this myself but I'm coming to the conclusion the HALL sensor needs to be replaced like you stated.  Thanks again for your feedback.

[Madone]

Yeah you'll have to deal with the shipping time there I believe, if you're still within the warranty, there's a chance it stays cheap and fast, but if you're out of warranty like me it's gonna cost some money and they don't consider you as a priority from what I understand, but an AMERICAN friend with a TRPP rudder got a replacement lightning fast under warranty...

Edited December 24, 2020 by Madone

[Madone]

@ZBoT my throttle came back today and they actually a BRAND NEW one instead of doing a repair. I couldn't believe it as it was supposed to be an out of warranty! Well so I got no answer for you but try your luck with RMA as they actually did very good for me! 

[ZBoT]

Awesome news Madone!  Glad they sent you a new throttle!!  That's awesome!!  I think I will send mine in after the new year here and see if they do the same.  Thanks for posting back your experience.  That was really quick.  Enjoy that new throttle!

[ZBoT]

@Madoneone more question if you don't mind.  Once your throttle got to Thrustmaster, how long until they sent back the new throttle?  Also did they give you a return shipping tracking number or any other contact?  They received my throttle two days ago but I still haven't heard anything.  Just curious what your experience was.  Thanks!!

[Madone]

Yes I received an email from UPS with a tracking number on 28th, expedited by Guillemot. Then thrustmaster sent me an email on 29th saying they got my throttle and their processing time was temporary longer and  expect 15 days for turnaround??? Received a new throttle the next day without any explanation as to why it was not reparable... My guess is they'll keep my old throttle and probably dispose of it for parts to repair others or something?

 

You see the problem with me and thrusti is that their mails don't make any sense but they do the job correctly, go figure. Hope you get your throttle back soon enough! 

Edited January 8, 2021 by Madone

[ZBoT]

Thanks Madone!  Mine got there a couple days ago but I haven't heard anything from them.  Hoping for a quick turnaround.  Thanks for your insight.

[Madone]

Please let us know how it goes! 

[ZBoT]

11 minutes ago, Madone said:

Please let us know how it goes! 

Will do.  Still no communication yet and they've had it almost a week.  Will post my experience here when complete so others can reference in the future if they have Thrustmaster RMA's.

[ZBoT]

I received my throttle back from Thrustmaster yesterday.  10 days after I shipped it.  Not bad turn around time.  Unfortunately they did not fix my issue.  They simple replaced the main board on the throttle and sent it back to mean without even testing.  The main board was fine in my throttle and I believe (which I told them) the issue was with the HALL sensor which should have been replaced.   So now I'm back at the beginning and have emailed Thrustmaster and awaiting a response (typically 3 business days to get a reply back).  I'm pretty frustrated they didn't even test it before sending it back to me.