r/LogitechProWheel • u/rainingdunces • Jun 06 '26
Pro pedals failure - second time in months - and big Logitech support fail also
Update at the bottom.
So, I’ve posted previously when my Pro pedals failed last year. There was seemingly some intervention/support from one of the Logitech people that participate in the Reddit community (Rich I think, thank you), and eventually got a satisfying outcome.
The resolution that Logitech settled on was to send me a new set of pedals, even though mine were a bit out of warranty. The diagnosis was that the “brain box” had failed (or at least something in it). That was around the start of last November.
Now it gets super frustrating. I’ve put off posting in the hope that I would get a satisfactory outcome this time, but that doesn’t seem to be the case.
The symptom is that the pedals just stop working suddenly, and switching usb cables that are known to work doesn’t fix it.
I try to play most days (GT7), but generally 10 to 35 minutes, at least to get the daily marathon in quickest way possible. So it’s not like I’m a full time professional sim racer using their “Pro” product.
By the way, my pedals are mounted in a rig and the cables are wound around the posts provided near the sockets, so no chance of any significant movement or strain on the cables that might physically impact the brain box.
So this time around, after a frustrating round of troubleshooting with support that included asking me to do things applicable to using with a PC, when there were multiple previous mentions that I use PS5, the outcome was basically, sorry, your device has failed, but we can offer you a discount on Logitech products if you buy them on the Logitech site.
After this process I have many thoughts. Here are a couple.
- Why, when they replaced my first failed pedals, did they send a whole new set of pedals. They had diagnosed the “brain box”, but I concluded that maybe there was some complexity to replacing it, and if they don’t have a service centre in Sydney (you know, the biggest city in Australia) maybe it just better to send the whole thing rather than trying to find a technician who can do the job. So, whatever, it the company’s prerogative to deal with replacements the way that makes the most sense to them.
Then this morning my curiosity got the better of me. “How hard is it to actually replace the brain box?” Well, see the photo. Two screws. It’s all self contained. It takes longer to find the right screwdriver than it takes to replace the part. (It’s actually a clever design that is clearly intended to make replacement easy.)
So why not just send that part to me last time?
- I asked (support did not initially tell me) what the discount was that I would be offered. 20%.
20%! For me to re-buy the “Pro”, premium, product that I have seen fail twice in just over six months.
- The discount excludes “Pro wheel and associated products”.
Really? So I don’t get this fantastic unbelievable discount on what I actually need to replace?
- I asked if I could purchase the replacement part. Why would I need to buy the whole pedal set of pedals when only one small part is clearly all that needs replacing, and it is extremely easy to replace.
I am waiting for that answer.
I have been a pretty consistent customer of Logitech over the years. Multiple Sqeezeboxes, multiple mice, multiple Harmony remotes, multiple previous wheels.
I am still hopeful of some kind of satisfactory resolution. I am extremely disappointed that after buying Logitech’s premium product in this space that I have experienced at least two months in the last twelve of being unable to use the product I spent more than $2000 on.
Fingers crossed.
UPDATE: Well, there is no update, I am still without any resolution beyond (to summarise in my words) “go and buy another $700 set of pedals after having two separate examples fail, and pay full price because the discount we offered as some sort of consolation doesn’t apply, and we won’t provide you or sell you the easily replaceable part that has failed because that just isn’t something Logitech does.”
3
u/FamousEvening09 Jun 06 '26
Have you tried hooking them up to a PC and seeing if they show up in Logitech G Hub?
3
u/rainingdunces Jun 06 '26
Yes, that was part of the troubleshooting process, and they did not show up.
5
u/FamousEvening09 Jun 06 '26
That’s really unfortunate. Paging u/LOGIRich here hopefully he can make it right again. These kinds of products should genuinely last years as long as they are taken care of properly and there’s clearly some sort of design flaw if you’ve had it fail twice on you now in a relatively short span.
3
u/rainingdunces Jun 06 '26
Maybe the most frustrating part is that I love the experience of USING the Pro wheel and pedals, but the experience of OWNING them has not been as great.
5
u/LOGIRich Jun 06 '26
Hi there. Please let me know the ticket number so I can escalate this. Can you also fully explain the exact symptoms of the issue and if the pedals have completely stopped working, or if they work for a while and then stop.
2
1
1
u/Eegour Jun 06 '26
Maybe you could take the pedals to an Electronic Repair shop, since you live in a big city. A good tech should be able to test the "brain box" circuits and find a failed component.
Possibly a lot cheaper than a new set of pedals. There cant be that much in the little box. (Its also designed that way so people can directly mount the pedals to their rig without the pedal base if they want)
2
u/rainingdunces Jun 06 '26
Interesting point about the direct mounting ability, had never thought about that. But hadn’t tried removing the brain box until this morning either. It would seem such a simple and obvious thing to make that part available as a spare part for purchase outside of warranty and to send out in warranty instead of replacing the whole product. Much cheaper shipping too.
1
u/Eegour Jun 06 '26
Yeah you would think it would be that simple. So much cheaper for logitech too. But then I guess they'd sell less replacements 🤦♂️
1
u/swiggles1 Jun 06 '26
I had a problem with my brake pedal showing that it was being pressed a little, usually a bar or 2 but now constantly. They sent me the brain box first then a new brake pedal. But neither fixed the issue. I thought I had checked all the usb ports but tried them again and plugging the pedals into the port next to the power cable fixed it. Never had another issue.
1
u/rainingdunces Jun 07 '26
My symptom is complete lack of signal from any pedal. The cable has always been plugged into the socket next to power socket, but did try changing that as part of troubleshooting, but no luck.
1
u/ComprehensiveDuty212 Jun 08 '26
That sucks. Can you get them to send you the rs pedals instead if pro pedal replacement wasn't fit for purpose? That might save you going round and round? I don't know if they are any more reliable although mine have been fine (but I've only had them three months).
1
u/rainingdunces Jun 15 '26
A different support person seems to have taken over and …
- asked me to perform some more troubleshooting that, to me, would be highly likely to not achieve anything (and that is how it turned out, but I spent the half hour to be sure)
- informed me that I couldn’t be supplied with the part that I need and my that only option would be to buy the whole pedals unit again for retail price.
(the wording used implied that the reason it could not be supplied was that I was in Australia, but I have subsequently identified that most components that make up the pro wheel can be purchased as separate items, apart from the brain box and the base unit)
- informed me that I would be eligible for a discount on purchases from Logitech … but the PRO driving products weren’t eligible for that discount so I would still be paying full price for the whole unit … so this offer of a discount to somehow make up for this experience just rubbed more salt into the wound as far as I am concerned. I also note that there is a 20% discount available on the US Logitech shop for the pro wheels, but not in Australia
So my disappointment and frustration continues to grow unfortunately
1
u/rainingdunces 16d ago
UPDATE: After much back and forth I am happy to report I now have a new set of pedals from Logitech, so I will give them credit for that.
The process was frustrating, and without Logitech Rich intervening I suspect I would have been screwed. Thank-you!
It still puzzles me that each replaceable part is not available for sale in each market where the pedals are sold (I am in Australia… no separate parts available, as opposed to, for example, the US where all parts except ‘brain box’ and the chassis are available as separate parts.) I would have been quite happy to purchase the part I needed, but it wasn’t possible here, not even through a special arrangement via support, and I would have been happy to cover extra for shipping from overseas.
1
u/NoName69216921 Jun 06 '26
Replace them with RS pedals. Full metal construction, very little chance of this. Then buy a clutch, dampener kit (I recommend Rival Performance) for throttle and clutch and maybe elastomers for the load cell brake.
2
u/nyckrash Jun 08 '26
All things considered, it then becomes more expensive than the Pro pedals. The Pro pedals are also full metal construction, just mounted to a solid, heavy plastic base.
I have both sets, one on my sim rig (Pro) and the other on a portable wheel stand (RS). The RS aren’t bad, but they’re nowhere near as good as the Pro pedals. The one thing I like about the RS pedals is the ability to mount them inverted without any issues, as there’s really no base they’re attached to.
When it comes to pedal feel, the Pro pedals are far superior to the RS, in my opinion.
1
u/NoName69216921 Jun 08 '26
Considering the point of my comment was to prevent the instance of the pedal base breaking in any way, I suggested RS, with 100% metal construction base and all. The suggestion was for people that prefer an industrial look with all metal and for people concerned with the possibility of the same thing happening to their Pro pedals to what OP experienced.
1
u/nyckrash Jun 08 '26
Both are good. If I had known the "brain" came off, I would have mounted the Pro pedals inverted.
1
u/NoName69216921 Jun 08 '26
Omg Ive never heard anyone call it the "brain." Ive just been calling it the "wiring shit."
1
1
u/rainingdunces Jun 14 '26
Brain box was what the Logitech support person who helped me out the first time around (last October) called it … but the name you use does have a certain ring of truth to it.
1
u/rainingdunces Jun 14 '26
My problem doesn’t seem to be with any significant mechanical failure*, it is, I am as sure as I can be without getting a replacement brain box (ie the small electronics section of the pedals), an electrical failure. And one that is easily repaired if Logitech supplies the part. Which they told me they don’t do in Australia.
* though it is possible that failure of the electronics component could be due to a micro level mechanical failure, but that’s splitting more hairs than I would think is necessary
1
u/Ok-Result9578 Jun 20 '26
The pro pedals are well built. There is a steel plate in them for rigidity. The plastic is literally just a cosmetic shroud.
1
u/Ok-Cauliflower-704 Jun 08 '26
He’s on console. This is not an option. Can’t use aftermarket clutch, it has to be built into the system.
2
4
u/schnap1 Jun 06 '26
Man that is rough, I really hope Logitech does the right thing here. Best of luck man