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Matcatz/Saitek customer support

ejoiner

ejoiner

Charter Member
Hi Guys,

As you may remember (possibly), I had issues with my Saitek X-55 joystick back in early December. After many helpful helpful suggestions from the group here (thanks!), I determined that the stick itself had an issue. I went through the RMA process with Madcatz support and sent the stick to them in mid December. They confirmed receipt of the unit on December 21, 2015.

To date, I have not received the replacement. I had exactly one email from Madcatz indicating they were out of stock and they were closing the support ticket. No indication on when I'd get my unit back. Meantime, after a MONTH I still have no resolution.

Anybody else experienced this with these guys? I love the Saitek stick when it works. However, my next purchase is going to be thrustmaster again. I had a thrusty HOTAS with digital eproms for years that I would still be using if I had been able to convert it to USB from the old D15 game port it had.

Eric
 
Funny... I experienced the EXACT same. I've had problems with my X-55 (the buttons on the joystick won't work), I returned it just before X-mas... they informed me that they were out of stock and would send me my joystick when they receive the parts... they closed the ticket... and.... nothing. I emailed them asking how long they were expecting to be out of stock - they never replied.
 
I've been lucky with my X-55 so far and am happy with the way it performs. I have my doubts about the QC and Customer Service of the current company versus the original Saitek. With the latter, they were very quick to help resolve issues. From what I am hearing, they are selling a lot of the X-55's and I bet spare parts are in short supply and that's what's behind the delays(plus they are supposedly updating parts). I'd stay on them, even if you have to call them repeatedly. Not that I'm a fan of doing this but sometimes this is the only way push them to improve their customer service.
 
StormILM said:
I've been lucky with my X-55 so far and am happy with the way it performs. I have my doubts about the QC and Customer Service of the current company versus the original Saitek. With the latter, they were very quick to help resolve issues. From what I am hearing, they are selling a lot of the X-55's and I bet spare parts are in short supply and that's what's behind the delays(plus they are supposedly updating parts). I'd stay on them, even if you have to call them repeatedly. Not that I'm a fan of doing this but sometimes this is the only way push them to improve their customer service.
Click to expand...

Oh, I wont give up. EVER. These folks dont know me. I travel a lot for business. One of the places I go is the "inland empire" near Ontario because I have customers with warehouses there. That is a short drive to Redlands California where these turkeys are based. I am inclined to just show up in their offices.
 
I am inclined to just show up in their offices.
Click to expand...

You've got my vote on that! Incidentally, I had a similar experience with Plantronics a few years back My headset (while of great quality in terms of sound) just kept failing. The wiring was terribly fragile. After exchanging no less than 6 headsets with them, I made the offer to move up to a wireless headset and pay the difference just to get past the matter. They refused and sent me yet another of the type that failed. It too failed after just 3 weeks (and yes, I was super careful with it to make sure the wiring did not see any stress). After that, I gave up and sent them photos of me tossing the headset and claim on my garbage can. After that, I went wireless and am now on Bluetooth for my PC.

I hope all these stories aren't a harbinger of things to come with Mad Catz and that mine continues to hold up. I hope they get their act together and you get squared away ASAP. Sadly these days a lot of these outfits are falling into a state of not caring if their Customer Service is worth a crap or not. Please keep us posted!
 
Update to this thread...

Spoke to Madcatz today. Basically was told they had my joystick since Dec 21, as we know and that I would be sent a brand new X-55 stick. However, they are out of stock and I should expect to receive my replacement by late Feb or early March. That means 2+ months without ability to enjoy my favorite hobby. Take that for what its worth regarding purchase of saitek products.

How do you run a business if you have no product? Seriously? For months?
 
If they're using the 'Just In Time' stocking model it is not working!!
Any business who attempted to weasel out of service with that excuse 'Down Under' would find themselves SOL, Australian consumer protection legislation is tight and I've had cause to apply it many times.
:a1089:
 
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