Do not buying direclty from SIMAGIC or JD : WORST CUSTOMER EXPERIENCE ON EARTH
I am leaving this review after weeks of trying to resolve what should have been a relatively straightforward problem.
I purchased SIMAGIC equipment through JD.com. The products reached JD's consolidation warehouse, but the shipment could not be sent to me because it contained a battery that could not be shipped through their international forwarding service.
The important point is that I NEVER received the products. They remained at JD's consolidation warehouse.
What followed has been an unbelievable customer service experience.
Returning the products became a weeks long process involving JD, the consolidation warehouse, the carrier and the seller. There always seemed to be something new preventing the return from being completed.
I contacted SIMAGIC customer service through JD during this process. I also contacted SIMAGIC's overseas support directly, hoping the manufacturer would step in and help resolve the situation.
The response from SIMAGIC's own overseas support was essentially that they had explained the situation, "relayed" my question, and that I should continue communicating with JD customer service.
In other words, back to square one.
After all the difficulty simply getting products that I NEVER received returned to the seller, I then encountered another problem: once the products were returned, the seller said the refund could not be issued back to the same original payment method.
It is difficult to describe how frustrating this experience has been. Every time one problem appears to be resolved, another one appears.
I understand perfectly well that SIMAGIC does not operate JD's consolidation warehouse or control JD's logistics. I am not blaming SIMAGIC for every logistical failure in this process.
What I am judging SIMAGIC on is how its customer support responded when one of its customers was trapped in this situation.
I contacted them through JD. I contacted them directly. I explained the situation. Yet I have seen virtually no meaningful ownership or intervention from the manufacturer. Their solution appears to be to send me back to the same customer service process that has already failed repeatedly.
For a company selling expensive enthusiast hardware, this level of after sales support is unacceptable.
Good hardware is only part of what you are buying. Support matters precisely when something goes wrong.
Based on my experience, I would not buy SIMAGIC again. Anyone considering spending a significant amount on a SIMAGIC ecosystem should seriously consider the after sales experience as part of that purchasing decision.
The hardware may be excellent. My experience with the support behind it has been disastrous.
I’ve been using SIMAGIC products for quite a while now, and my overall experience has been extremely positive. The build quality is excellent, the force feedback feels detailed and consistent, and the software is intuitive and reliable.
What impressed me the most is how responsive the support team has been whenever I had questions or needed assistance. They genuinely care about their customers and work hard to resolve any issues quickly.
The ecosystem is also growing rapidly, with a wide range of high-quality wheelbases, steering wheels, pedals, and accessories that integrate seamlessly together. Whether you’re just getting into sim racing or you’re looking for professional-grade equipment, SIMAGIC offers outstanding value for the performance you get.
Overall, I highly recommend SIMAGIC to anyone looking for premium sim racing hardware backed by great customer support.
Product failed (Haptic Pedal Reactor P-HPR) and started violently knocking within a short period of time well within the warranty period. Contacted support, they had me create a ticket on discord, OK, two weeks later after videos, explanations, photos, purchase records submitted several times, they decided fine-it's broken. "Please contact your distributor" was the next step. Now, rerouted to a 3rd party and two weeks later I still don't have a replacement for something I spent hundreds of dollars on. Other reviews are right, just steer clear and buy from someone else who will step up when it comes to customer service.
I paid in the middle of January, and after 15 days it still hadn't arrived.
The products aren't shipped from China and don't include VAT; as they say, they're shipped from Germany, and they charge €40 for shipping two tiny boxes, barely bigger than a pack of cigarettes.
That's a very long time for a delivery within Europe, and the shipping cost is high.
Days after Simagic, I bought the same product from G-Performance, which is located in Eastern Europe. It has already arrived, and the shipping was cheaper.
Received on January 29th.
I ordered a heel stop for my p2000 pedals but they sent me P-SRB Sim Ray Bar… i filled a ticket and sent picture and they replied that they sent it correctly and deleted the chat..
The products are fine but the official store is a absolute sh@& show.
I ordered everything in stock (worth 1800$!). Then nerver heard anything for some days. After I submitted a ticket, they the told me one package was damaged and had to be re-shipped. They re-shipped on 2. April (which is weird reading the previous rewierer here was told there was „maintenance“ and no shipping till 7. April).
After the order arrived, the wheelbase was not in the package. I worte again a ticket and after 2 two days the responded with „ oh man. We forgot to tell you, it‘s out of stock“. WTF? I will never order again there.
Placed an order on April 3 and got the confirmation, but later received info that due to maintenance, shipping wouldn't start until April 7. Tried to cancel so I could order from a local distributor, but got no response via email or Discord (official support). I opened a case with PayPal now.
Very disappointing communication. And a lot of effort on customer side to maybe cancel an order
Recently Purchased a Simagic Alpha Mini + Round GT1 Wheel. The right paddle shifter is squeaking very loudly. As you can imagine, this gets very annoying when racing. I also purchased a set of Simagic P2000 pedals, and the throttle did not work at all. Turns out the sensor in the throttle was defective and wasn’t registering anything.
I ordered one of your P1000 Modular Sim Racing Pedals set from Race Anywhere who were great to deal with. The reason I bought these was because my son’s Fanatec load cell broke on his brakes. We couldn’t wait for the replacement, so my son and I searched reviews and decided on the P1000. Boy am I glad we did. All the positive reviews were right, straight out of the box they were great, but what’s really good is the ease of adjustments and the upgrades for them. We’ve now fitted two Haptic Pedal Reactors and will later be fitting the Hydraulic System. One of my son’s racing buddies has now bought a P1000 set on his recommendation. In future we’re looking at buying a Simagic Wheel base and steering wheel – Great Products.
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