Author Topic: Thrustmaster HOTAS Product Support (Read 533 times)

oboe · « **on:** February 09, 2003, 07:41:20 AM »

Anybody else having a bad experience with Guillemot support?

My Cougar stopped recognizing my TM Elite rudder pedals right around Christmas. The pedals still worked with an old backup joystick. After a call to Guillemot tech support, reflashing the firmware to the latest version, reinstalling etc, it was determined they needed to replaced. So I shipped them to the U.S. Guillemot repair center.

Knowing that they arrived at the repair center Jan 7th, I gave them plenty of time to take care of business. I finally called last week to see what was up. It seems my equipment tested out just fine in their lab on Jan 20th, and they hadn't gotten around to sending them back because they "ran out of shipping boxes". As far as I know, they still haven't been shipped back.
When I get them back, chances are I'll still have the original problem, since nothing was done to the equipment.

I have to say I am completely underwhelmed with Guillemot's support, both in the initial diagnostics and problem resolution. I also have the impression that a fair number of Cougar's have failed and needed to be sent back for repair? I know Karnak had to send his in, too.

I'm just pretty disappointed and frustrated right now.

Revvin · « **Reply #1 on:** February 09, 2003, 08:08:33 AM »

When you get your rudder pedals back try unplugging your cougar then plugging it back in with the trigger depressed (assuming you've not already tried this) this erases all the firmware and resets the stick to it's most basic setup where not even the buttons or axis work, install the Cougar software again and reflash the stick with the latest bios and try that. Other than that try posting to the Cougar World forums where TM staff like 'The Moon' hang out and have helped me.

Seeker · « **Reply #2 on:** February 09, 2003, 08:43:43 AM »

I've also had very bad experience.

They simply refuse to supply spare parts.

My throttle pot has gone after six months use; and they refuse point blank to supply a replacement under any circumstances; their only answer being to ship the whole joystick back to them.

I would not recommend any one to buy a cougar.

SOB · « **Reply #3 on:** February 09, 2003, 10:39:13 AM »

It wasn't Cougar specific, but I've had disappointing results with their service as well. Took me two emails just to warrant a responce (with appropriate wait time between emails), and what was the responce? "If you would like help with your product, please use the form at http://www.wherever.com", and they didn't even bother to read my email...and being formerly in tech support (at ThrustMaster, no less), I made sure to include all of the pertinant info surrounding my request.

Fortunately, after a couple susequent emails, my request was fulfilled. Unfortunately, nothing like the support from the real TM.

SOB

Maverick · « **Reply #4 on:** February 09, 2003, 11:31:44 AM »

I won't buy another bust master product. I have the old style rudder pedals and they are still working fine. I got a F16 topdumb stick much later to go with it and the two are incompatible. After 8 weks of emails I FINALLY got the stick returned after sending it in to them. After another month the support tech finally admitted they would not work together without a seperate card for the stick pedal combo alone. After all that I decided it was better to use the pedals with my CH stick which works great and turn the top dumb over to my son as he doesn't use pedals.

maddog · « **Reply #5 on:** February 09, 2003, 06:18:09 PM »

My Saitek x45 looking better and better........

JimBear · « **Reply #6 on:** February 10, 2003, 09:44:34 AM »

I have had good luck with their support. One of my joystick pots went T.U. and I emailed them. That day I had a reply. Seven days later two new pots showed up in the mail, now if they had come with the wiring harness for them it would have been nicer but it was prompt service.

oboe · « **Reply #7 on:** February 10, 2003, 06:35:20 PM »

Thanks all for the responses, esp Jim Bear - was nice to hear a good support story too.

FWIW, I received an email just today that said a replacement product will be shipped from their center today. Long way around, but maybe this story will have a happy ending after all.

Karnak · « **Reply #8 on:** February 11, 2003, 07:25:43 PM »

Oboe,

I just got your message.

They required me to send the whole stick back, and it took about 3 weeks to get the replacement.

They did say that they would be willing to send parts in the future when I pressed them on it.

oboe · « **Reply #9 on:** February 15, 2003, 07:13:47 AM »

Thought you guys might appreciate an update. My HOTAS arrived last night, but had been damaged in shipment due to improper/insufficient packaging. The joystick handle's plug had been dented and would no longer fit into the joystick base. Took me a few minute's work with Santa's Little Helpers (long-nose pliers) to straighten out that mess.

After I hooked it all up and reinstalled, I found I still had the original problem: my HOTAS would not recognize my TM Elite rudder pedals. I started to wonder if it had anything to do with me upgrading to DX 9.0, so I used the install disk to try to reinstall DX 8.0a. (Didn't work - DXDiag still showed DX 9.0 files installed).

Next I visited TM's site and DL'd the latest updates - version 2.03 (which contains version 2.01 firmware). I followed the instructions for installing these, and this FINALLY fixed the problem! (FYI this was a newer version of software than was available when the problem first cropped up back in December).

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edit

It only fixed the problem temporarily. Turns out the real problem was a bad cable from the rudders to the joystick. I patched a jumper wire across the bad segment of wire and I'm flying again.
Sometimes, things are not as they appear...
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