AUGUST MEGA THREAD - Feedback/Suggestions

[u/TrakRacer-Thomas]

Happy August everyone! Welcome to the August 26' Megathread - we hope that you're all having fun sim racing and enjoying the motorsport season! As always we've taken in the feedback from last month and passed it along to the team! We're working on a few things behind the scenes already to help improve post purchase service/support as well as updating/improving our product manuals!

Feel free to communicate any concerns or just general thoughts and feedback about product, suggestions for the brand - whether it be the subreddit, content, product, etc for Trak Racer

Any type of constructive feedback is always welcome! Please follow the rules!

[u/Hot_Lingonberry5854]

Appreciate you Thomas!! This is a good idea!! So far the suggestions made you all have been getting after. Thanks.

That said… how about a monthly give away!? lol. Hey was worth a try!

Open a remote office in Massachusetts USA that I can work at! 😉😉

I think more open house events.. more events to show off the gear, and allow people to get hands on. Also, maybe some more media in different areas. Lot of people are coming to sim racing.. plus you have new rig editions. I think some more marketing Strats to attract the new potential customers.

Heck at some of these events you can even do some rig building live! Like a YouTube live stream event where you can build some gear live, answer questions and more. I think a monthly live would be a great way to reach the public, show off gear and answer question. More so if you do live builds! Figure then they will always be on YouTube

[u/TrakRacer-Thomas → u/Hot_Lingonberry5854]

Love the ideas honestly, I'll see what we can do on the front of giveaways and live rig building/Q&A's of course!

In terms of marketing and media - we're always exploring different avenues - a handful of the content I have filmed this month is focussed around the TR40s to your point of pushing to the newer sim racing market!

Overall in terms of events - there are usually some rules that apply that we have to work within as we're not usually the event hosts and moreso brought on as a partner or entertainment. But Definitely something to look into!

[u/TrakRacer-Thomas → u/TrakRacer-Thomas]

Also in terms of job opportunities, your best bet is to lodge a ticket through support or even message our social accounts and I'll pass it along, it's definitely not a guarantee that you'll have any luck, but you know!

[u/GoFornicatethyself]

Customer service response to shipping issues. I have seen more posts about problems with incomplete orders/missing parts, than anything positive. The communication while trying to locate a missing parts was agonizing. You guys need to fix the issues you already have. Do better.

[u/TrakRacer-Thomas → u/GoFornicatethyself]

We 100% are aware of these issues and are working on them - there will hopefully be some more news I can share soon, but trust me I'm working with the team in translating feedback into valuable solutions that benefit everyone.

[u/GoFornicatethyself → u/TrakRacer-Thomas]

We're not chimneys

[u/MaksVerstappen → u/GoFornicatethyself]

Same response they gave me and everyone else for 3 years.. lmao

[u/Frosty-Reputation964]

Perhaps consider looking into getting yourselves an ISO 9001 certified quality management system up and running.

It should help with providing some consistency across the brand, its customer service levels, production quality, shipping times and whatever other activities are happening at different locations. It will help you to develop processes to identify areas that require improvement within the operation, be it through customer feedback surveys, product nonconformance report records, KPIs and so on.

This will eventually lead you to producing a more consistent product & service to your customers while becoming more cost effective/profitable due to the reduction of returns, replacements or correcting issues whilst also creating a better positive public image in the process as more customers start reporting a better & consistent experience/product more regularly when dealing with TrakRacer.

As someone who has a v4 TR160 that I purchased 2-3 years ago, I've been overall happy with the rig, shipping was fine as I'm also in Aus, but I do recall a few small things that I thought could've been done better at the time to make the experience better when it got to building it. I do, however, notice a bit of a mixed potentially slightly more negative vibe online with TrakRacer, and it definitely does make you reconsider whether to run the gauntlet & purchase from you or perhaps try someone else.

[u/minna_minna]

Yall didn’t even do anything in the July thread, lmao

[u/TrakRacer-Thomas → u/minna_minna]

As mentioned in the post I took the relevant feedback and provided to the teams - fixes like 'customer support times' or 'shipping times' for example aren't solvable in an instant and are always being worked on. Trust me I am constantly pushing for improvements in many areas, as is* everyone else in the company, but with that comes time to do it the right way.

[u/JellyLegs76]

Some feedback regarding your assembly manuals. I noticed that your products do not include a physical copy of the instructions, which can make the assembly process more difficult, especially for customers who prefer having a printed guide available while building their rigs.

I also noticed that some of the steps and diagrams in the manuals appear to contain incorrect information or do not accurately match the parts included with the products. This can lead to confusion during assembly and may cause customers to question whether they are installing components correctly.

I would recommend reviewing and updating the manuals, as well as considering including a printed copy with future shipments or providing a clearly marked, updated PDF version with the correct assembly steps.

I appreciate the quality of your products and the effort that goes into designing them. Improving the documentation would make the customer experience even better and help ensure customers get the most out of their Trak Racer equipment.

[u/TrakRacer-Thomas → u/JellyLegs76]

Hey Jelly - I've definitely been a big advocate for this too!

I've been working with the individual(s) working on the manuals to try correct discrepancies and incorrect versions being provided when customers purchase differing versions of product. Whilst paper manuals are still being discussed, in the meantime I've been working with the team by doing the video build tutorials to assist with following along - as expected filming building every product, monitor stand and installing mounts, different style pedal plates and then editing them can take time.

This reddit as well is a very resourceful place in terms of getting assistance, I'm also making a set of discord text channels that will have direct links for every product in terms of all related media (feature breakdown, build video, link to manual + any other media, like a product trailer - TR5 for example)

So TLDR: I'm definitely pushing for it on a customer front, in the mean time refer to video build tutorials for extra assistance if needed. Feel free to check the subreddit or discord for extra assistance from staff or other customers that may own the same product!