If you own this case, we have some links for you in the description that will help you get replacements and instructions! Watch our original Fractal Design Torrent case review here: ru-vid.com/video/%D0%B2%D0%B8%D0%B4%D0%B5%D0%BE-HBxo2_lwKps.html Related: NZXT Computer Fire - ru-vid.com/video/%D0%B2%D0%B8%D0%B4%D0%B5%D0%BE-9XIKOSrQdQ0.html Related: Gigabyte Exploding PSU - ru-vid.com/video/%D0%B2%D0%B8%D0%B4%D0%B5%D0%BE-7JmPUr-BeEM.html
And another (unintentional) Kudos to Fractal on top of their big Kudos (but maybe the unintentional Kudos is as big or bigger than the original big Kudos) for putting 3.5" HDD mounts on the back of the motherboard. Especially when my teeny-weeny little Dell XPS 8930 has three 3.5 HDD mounts in spite of the rest of its shortcomings (it has a better CPU cooler than the ones you see in the recent GN Dell OEM reviews, I don't know what happened there). The front grill (on the Torrent) is still butt-ugly and it still needs a better front I/O. Is the front grill as butt-ugly as Windows 11??? Please contribute an answer in the thread below.
Hi, a bit unrelated but could you guys check out the issue with the ever popular Sabrent NVMe 4.0 Rocket Drives? Specifically the 1TB PCIe 4.0 Models are starting to get infamous regarding their high failure rates and the unusual sudden way they fail
@@rumham7631 Nothing actually wrong with the mobos - or GPU - at least. But the company being extremely scummy right now is probably going to affect future purchases from me as well as others. Same with MSI, but that too happened after I got my rig.
@@Doflaminguard gigabyte been scummy giving back money for a long time. i bought a gigabyte mobo for my last build years ago during black friday; had one of those pay full price and get a big rebate with UPC deals. i mailed in the UPC and they denied the rebate saying it was for the wrong item and to please send the correct UPC. meanwhile i'm staring at the cut out square on my mobo box where the UPC use to be. fuck. fuckers.
To be fair though their response goes above and beyond. Basic response would be continue selling the case and then ship out the replacement fan hub kits which is what 99% of companies do.
How Fractal handled this issue, makes me want to choose Fractal for my upcoming build. I was planning on using Cooler Master again, but they still haven't added USB-C to most of their cases.
This has actually caused my opinion of Fractal to go up, as it's only when a company makes a mistake that we find out how they will react. Good job Fractal, and good job Gamers Nexus for giving the issue coverage without sensationalism.
I used to be of the opinion a "bad" product that had an issue was a bad look on a company, but having seen recent issues with NZXT and Gigabyte made me realise its not strictly the bad product that makes the company its more so the customer care and accountability that make the company. A company that can stop and hold its hands up and admit it should have and will do better is 999 times out of 1000 better than the company having its arm twisted, broken, ripped off and then waved about by the attacker who make admissions on the companies behalf that they screwed up.
@@jamesthenakedsnake7480 For sure, it's all about trust. My level of trust for fractal that if there is a problem I will be looked after just got a +1.
Honestly, a lot of people have given Fractal flack in the past (a few years ago) for not being great cases, but I always had great customer service from them. I think I was missing some hardware from my case and they sent me a new set no questions asked.
@@jamesthenakedsnake7480 Good customer service (and related PR) can make an average company (in terms of level of products) a very good one (in terms of number of customers and their overall impression).
its not will i fuck up, but when - & how you respond to it - i realllyyy wish fractal made a mATX case that i was aware of/microcenter stocked. I went lian li because the.... oh shit steve just said my point. gg fractal
It's not commendable though. It's a sad state of affairs when ppl think they should be rewarded for doing the job they are paid to do. Recalls are par for the course.
@@poppyrider5541 Nobody rewards them. But calling out the good and the bad ones might shift the practices to where they should be and that's the point of such videos. Manufacturers that do not think it's a relevant thing to spend time and money for will learn it the hard way with long-term image damage.
@@poppyrider5541 Sad state indeed. I can appreciate Fractal for addressing the issue and acting. If other companies can see this and realize this needs to be the standard, that could really turn things around. Better for everyone and dare I say simply the right thing to do.
@@copperx "long term image damage" 🤣😂😁 how soon people forget about Corsair's PSU issues, or any of the other manufactures. Forget about any other component issue (like failing AIOs) AMD 10 years ago had HORRIBLE public opinion, now their the hottest thing on the market.
Me before Torrent: "Meh, Fractal cases don't interest me." Me after Torrent: "That's pretty good, I should stop ignoring Fractal cases." Me after Fractals handling of this issue: "Fractal aren't jerks, I should probably keep an eye out for Fractal cases." I don't care if a company makes mistakes, no one is perfect, it happens, what matters to me is what they do when it happens. If they take care of their customers I'm more likely to buy their products in the future, if they try to hide the faults or are in any way dishonest about it then I will want to avoid buying their products.
Exactly this. My next case will be from Fractal Design. They did a full recall on a fan hub after less than 5 reports of a defect that could be hazardous. That gives me peace of mind about their response on future cases.
Damn fucking straight. Everyone is gonna fuck up eventually. It's not a matter of if, but when. How that mistake is handled matters a lot more than the fact that it happened at all. (Up to a certain point, anyway; if your products are breaking every other month, then even if you handle them as best you can that's Still Kind Of A Problem.)
Haven't used anything Gigabyte since lga1366, do you really need to ask why? I've had 3 Fractal cases, the only reason for change being a format change, not necessity. Fractal has shown they care more about 'Me' the consumer than the almighty $ and that's going to get them My $ every time.
On the "less than five" usage, at least in Finland, authority statements require usage of this specific wording when there actually are less than five cases of... something, occurring, to protect the privacy and anonymity of those affected. This could even be just one confirmed case, if Fractal (a Swedish company) is using it in similar fashion.
Yep, can confirm. Early on in the pandemic, hospital districts and individual municipalities with small numbers of cases/deaths were handled the same way in published statistics.
“Short one for you”…*almost 20 minutes long* I still like it. Just short isn’t the word I’d use lol. Amazing work, keep it up Steve! Thank you for the notice from Fractal!
Fractal coming out with this is actually a great thing. Manufacturing defects happen, but a free replacement/refund is great. I've owned a few of their cases and their customer support has always been excellent, sending me missing screws for free, no questions asked.
My glass panel on my meshify c shattered after 4 years of use. I asked if I could pay for a new one. They said I couldn't because they don't have a NA store for parts... then asked for the model, serial number, and a prepaid shipping label. I got a brand new, obsessively packaged tempered glass side panel a few days later. For the cost of a shipping label. Well outside of my warranty period. Fractal doesn't mess around with customer service.
NZXT: "How'd you do that?" Fractal: "Do what?" Gigabyte: "The thing. The thing that you did an oopsie but somehow not everyone hates you." Fractal: "We found a recurring problem with our product that we might be liable for, due to problems on our end, so we released all pertinent information to the public and issued a form of recall so we could replace all the problematic parts and send them back, or give in to full refunds." Gigabyte: "Whoa whoa whoa slow down there. You did a what?" Fractal: "There was a problem with something we sold. It was something we made, or have claim to have made. So, we have to fix the problem, before it gets worse." NZXT: "You're slowing down way too fast for me bro, I don't get it."
Fractal, I’m considering buying one of these just because you handled this with big boy pants on. This is great timing. No better timing. Seriously though, be proud.
@@Akkbar21 where did I say it was. They didn't want to get called out. If companies could get away with this stuff they would. GN do great work. In this case Fractal got ahead of any long term issues
I was planning on buying this case soon. Now, with Fractal stepping up the way they did here, I'll definitely be getting the Torrent as soon as it's available again.
Some companies are in it for the money, some actually give a shit about what they produce and it's those type of companies I'm more than happy to buy from , even if it's an expensive case I don't really need .
When I see a story like this my subconsious mind interprets it as "Fractal is the only case in the world I know I can trust" but I will be sticking with this 011 dynamic for the foreseeable future. But to those getting advice it will very likely be Fractal: its pricey but it probably wont burn your house down.
@@PabzRoz For real. They sent out a hazardous product and are doing what a company is supposed to by and fixing it. Hardily deserves praise just because other companies don't do what they're supposed to do. That's like awarding someone for telling the truth and not lying. How's that work?😂
A "Manufacture of the Year" award should go to a company that doesn't sell dysfunctional products in the first place. Selling a product with a short circuiting problem and then fixing the problem doesn't deserve an award.
@@PabzRoz nothing wrong with a little positive reinforcement. They did the right thing, and companies like gigabyte needs to see what happens when the right thing is done just to make it hurt some more for them.
@@abdelnajjar8191 Companies like gigabyte already saw what happens. They got blasted by reviewers and the community and tarnished their name. What other companies do is irrelevant. And you're right there's nothing wrong a with a little positive reinforcement. Good job on the recall Fractal. But giving out awards and praising a company for doing what they're supposed to do? They sold a f'd up product, they're supposed to fix it.
Fractal sent me the entire upper part of a case and the drive cage because their screws were too tight and I couldn't remove them without scratches and bending. They instantly admitted they know about the problem and that it was already fixed. (Calibrated their machines.) Few are having this approach. :)
I’ve had a very positive customer service experience with Fractal. During the build process with one of their Meshify cases, the side panel slipped from my hands, landed on the floor hitting the corner of the panel, and shattered. I contacted them, told them I broke it and that it was my fault and asked if I could purchase a side panel. They just asked for the serial number of the case and proof of purchase and just sent me another one at their cost. Glad to hear they did the right thing in this case. Definitely earns points for customer confidence
Massive kudos to Fractal for issuing a formal recall so quickly. They definitely did learn from their peers and are standing by their decision for the recall. Here's hoping that they can resolve the issue, though I personally feel they'll fix it very quickly. :)
I’ve used fractal design products for many years, and this seems more their style, even if there wasn’t recent bad press for their peers. If I had any problem with their product, it has been handled swiftly and professionally. I can recall one DoA fanhub on Define R6 and one AiO that had pump breaking at ending point of warranty. They actually changed the AiO, even when they actually did not have obligation to, it was couple of days past warranty period so I still contacted their support and they changed it. I usually still go for their cases, even when they are not at the top of the GN charts, if they work well enough for my use case because they are the type of company I want to support.
Finally a company that understands long term image is more important than trying to prevent short term losses by covering up issues. I am building 4 PCs in the near future and previously was not considering them but now the 2 lower end ones may end up with a Meshify case instead of a Phanteks. None of them will have Gigabyte parts. I would use them on the high end builds but I love the side mounted radiators too much on the O11 and 5000D.
True. Maybe the companies trying to cover up their product issues are hoping that all other companies will do the same. If everyone has a bad reputation it odesn't matter, because their is no company with a good reputation left you could instead buy from...
@@Pheatrix Sadly that is what is happening with cell phones. I listen to music for 8 hours a day while I work. I want to be able to use headphones that I can plug into my phone and will not have to remember to bring home and recharge every day. Even if I was ok with having to recharge them, many wireless headphones do not last 8 full hours. More and more phone makers are getting rid of the headphone jack and it is getting quite frustrating.
@@gscurd75 I had the same problem (with phone and headphones) and wf1000xm4 last a long time (like 6-8h with anc or transparent mode) and for the phone the zenfone 8 has still headphone jack. So sorry for unasked for recommendation but would recommend to see if they check your boxes - the only problem is they aren't the cheapest
@@gscurd75 Tell me about it! I only have two requirements for a phone: 1. Decent hardware 2. User-changeable battery Well I think you can see with which criteria I have a huge problem. I'm stuck with a LG G5 which wouldn't be a problem if I would still get updates. But the last official update was years ago and even custom ROMs are not getting updated anymore. And there does not exist a single new phone out there that meets my requirements
@@sadiablo Thank you. Price is not really a concern. I have the S10+ right now and it still lasts well over a day before needing to recharge so I don't need a new one now. But by the time I do, I fear my options will be even more limited. FOMO may make me get a new phone earlier than I normally would just to keep that feature and not get too far behind on speed. And, they make great motherboards and graphics cards so I will keep them in my list of options. May even go for a ROG phone.
Recieved my replacement fan hub today. Noticable improvements from just a glance, good stuff fractal. Absolutely loving the case, very happy i managed to nab one before being taken off the shelves. Finally a tankyou to GN for informing us about such a great case! 10/10 even with the fan hub problems.
This is the best move possible for any company discovering a mistake and actively solving it. Kudos to Fractal. I'll most likely get a Fractal Torrent for my future build!
Note on terminology: The PCB industry consistently references to soldering on components as "assembly", there's no common terminology for putting the board into a case. So an "assembly" issue could be bad soldering of the connectors or it could be something breaking when put in the case. With that few failures, it's probably something too close together, resulting in shorts when mechanically stressed.
I feel like it could be the 12v lines being too thin and it overheats it when the fans work hard? Since it looks cheaper made, could be using cheaper PCB.
14:43 I have encountered all kinds of problems for the last 20y and 5k+ builds! This sentence "but this can lead to issues that are harder to detect" and the type of board tells me that there is small ,electrical leaks to the box, everything gets electrified and random crashes start. Its ram, its ssd, its volt regulator temp sensor .... No, crappy power cord, usb front panel or the leakage comes from stereo Vga even lan cable
I had a great experience with getting a replacement usb and power button front panel for the define-c case I bought. It was broken and they replaced it quickly and free of charge, just like they should have.
I had a very similar situation with an older Define series. It was years later and they still replaced my entire front panel assembly free of charge. I've stuck with them ever since even tho I started getting kinda bored of the styling. I mean, the big wild move for me was going to the Meshify, haha.
Legit I had an exactly the same thing with the front panel USB/Power button module on my R6 USB-C. Mine went faulty (power LED just died). I submitted a support case with them and a replacement was shipped out promptly and I received it (in Australia) from them (Netherlands?) within 2 weeks. Excellent service. 10/10 would recommend Fractal.
@@zloycock nonsense. The laws are pretty much the same across the EU, unless you have examples to back it up, don't throw shade. (I'd imagine "European" meant the "EU" - e.g. the laws/enforcement would be quite different in Belarus compared to Latvia or Estonia - all of the countries being the 'Eastern Europe')
Judging from the comments thus far and my own reaction, Fractle is going to more than cover their losses on the recall by the goodwill they have earned by their reaction to this issue. And I have no doubt that GN can take a fair bit of credit for fostering this kind of behaviour in the industry. Well done to both
Anecdotal, I wasn't going to buy one of these cases despite it being the recommended in the 2021 GN Case roundup because of the aforementioned recall issue, came over here to watch how it was handled. Picked up a Torrent today and feel really good about it
The RGB model is sold out EVERYWHERE now. I really want this case for my next build - but only the RGB version. The 180mm RGB fans give it such a unique look.
Fractal need to know that potential customers appreciate this and I for one will certainly be looking at a future purchase of a Fractal product. Not all negatives can be turned to a positive but this is how you do it. Good job fractal.
Fair play to them. I picked up a Fractal Define R6 after doing some research, and of course watching the review here. Amazing case and I'll definitely be sticking with them for future builds
I really love how you have worked the gigabyte exploding PSU footage into damn near every video since the one where it exploded in the background of filming and you went to go see what happened.
I've noticed that as well and I have no doubt it will continue until Gigabyte gives in and admits their PSUs do indeed explode. But hey, at least they all explode in slightly different ways so it gives Steve and team lots of footage to pull from, haha.
There was a similar problem in my case, Phanteks sent spare parts from the Netherlands to Turkey. It's good to see some companies are doing the right thing.
I have a Fractal case (a Meshify 2 XL, not a Torrent) and I'm really happy to see this being handled in such a proactive way. The peace of mind about it is very much appreciated. I'm the guy my gaming friends ask for advice about PC components, and I will gladly recommend Fractal Design cases to everyone who asks.
And thats why companies should never underestimate customers. We can promotote their product when they are good, but also make noone known buy it if its bad or maybe even a danger for health/safety/security/etc.
Got myself a Define R6 USB-C and (I believe my dad has an R5) I can't agree more. While I'll still watch reviews before buying, Fractal will have some underlying points in their favour.
This is the way things should be handled. I love that they're taking the time to recall the 'on floor' or 'ready to be sold' cases as well. Shows dedication and certainly builds trust. Fractal may see this as an L but I think it's a W. Lots more people are gonna look at fractal cases and have that extra reassurance that if something was to go wrong, they're good. Very well done.
Respect and Trust is hard to gain and easy to loose. They know pretty well that enthusiasts are educated enough for it. I like the attidude of just being open about it, even though it's not that appeasing maybe.
I own a Fractal case and a Noctua CPU cooler. Noctua's customer service has been amazing so will have me as a customer for life until they mess up. Now my next case will be a Fractal case.
Crazy that I am using this as an example of Brand Imaging in my Marketing Class Final Paper, shows how much watching videos has really impacted me in school
This is how you do it. No one reasonable expects things to be perfect all the time. They do expect a modicum of respect to be given them by way of the vendor acknowledging the issue and offering a resolution (whether that's a refund or a fix); NOT to have the issue ignored or hidden like many seem all too happy to do. This goes for more than just the PC components industry.
It was these videos, the thermals, and the look of the torrent that got my attention, and after the company did the right thing here, I purchased a torrent, in white, it’s a great case, 12 hours after I started the build, I came home from work, and a family member had shattered the side glass, I looked for a replacement panel online and found none, I reached out to fractal to see if I could buy one, they had a replacement panel at my door in two days, a small rural Texas town, and did not charge me a thing….I am now a fractal fan boy…. If you are shopping for a case, this company has your back. They took care of me way beyond what I expected. And I am a nobody consumer, a truly Stellar company. Built up the case with a 12700,k, a prime A, asus motherboard, 32gigs of gskill 5800mhz ddr5 , cooling is a d15 chromax with the chromax white covers, 4/ 1tb mvmes, from Samsung, all fans plug into motherboard so I removed the fan hub, and all drives are on the motherboard, so wiring is pretty darn clean, thermals are great, the case is quieter than my old macpro, only thing I lack for this build is a gpu, and I am holding off for now, prices are dropping by the day, a white rtx 3080 strix is planned. And that will finish this build. Thank you for the information on this company Steve.
As an already happy Fractal Design customer with the Define S2, which has been absolutely awesome for my water cooled build for a couple of years, it's heartening to see the company take responsibility for a mistake and go to such lengths to rectify the problem. Respect doubled. Gigabyte and NZXT, take notes.
I've only had 1 experience (almost a year ago now) with a Fractal product and it was a defective AIO pump that kept dropping RPM down to around 10% randomly even under full load, contacted support and went thru a few possible troubleshooting steps but the issue persisted. They asked for my address (SEA region) and within a week had a brand new replacement show up. Its nice to see their care for customer support carry throughout their product line.
Finally a company that doesn't try to downplay issues. >We have and issue >Stops Sales and recalls >Publicly acknowledges issues >Privides support And its a fan hub that a lot of people won't even use in the first place although it still can be a fire hazard. Companies learn what to do from them.
I appreciate the positive tone of this video. Although the product has a defect it is still a great case and Fractal deserves our respects for stepping out proactively to launch the recall. Not all companies are willing to do so, as mentioned in this video.
Personally this sort of thing makes me want to buy fractal, it's a fantastic response to a issue and I'd be happy to support them as long as they keep this sort of thing up.
I was having a computer under Define R5,just changed for a new setup with a R7 case this time by my own request and I'm more than happy to support a company that cares of customers and keep quality, sobriety and style in their models.
I've had a Define R4 for years and one of the rubber feet was lost when I moved house. I got in touch with Fractal and within an hour or so they had a whole set of replacement feet on the way, for free. Great support.
I'd like to say I own a Meshify C and when i bought it, it came without the top magnetic screen. The customer support team was great, and shipped a replacement, no questions asked (the customer support agent had mentioned that they hadn't heard of any others with my problem)
Always loved Fractal cases. My Define S is still flawless after 4 builds going through it and the number of accessories/customizations still available for it allows me to update the look whenever I feel the need without going out and buying a new case. It's built like a tank and has every convenience I could want for cable management. Kudos to Fractal for doing the right thing without needing to be pressured. The cost will easily be absorbed by the good faith they will get out of it.
I must say, WOW Fractal Design! You are truly amazing for doing this! My next cases will ONLY be from your brand. Thats a fact! I really hope that all companies follow your path. YOU are an inspiration! 🙏
Wow! That's really cool to hear. There weren't that many in the initial run compared to what we do today. Thanks so much for buying one! Glad to hear it's going well!
I bought one when I was pretty new to the channel. Wasn't sure if the talk about finding manufacturers and materials for a high quality product was just talk but mine looks basically brand new. Edges look perfect which is presumably what would fall apart first.
Shit i still haven't used mine. My current desk isn't quite big enough and the big desk i built ended up as a work bench. Need to continue my hobby room rework. The mat is from the second run
This video is a big reason why I chose a Fractal North XL in 2024. So screw ups really can turn out well for a company if handled well. Their response to this issue made me feel like if I bought the North, Id have good customer service if I ever did had an issue myself.
Good for Fractal. This really shows just what the difference in approach does for you as a company. I was interested in a Torrent case for my next build (hopefully in a few months!), hearing news of a defect is very off putting, but when its handled in this way it gives you confidence in the company and so I am still interested in a Torrent.
Good, I got a Fractal Meshify 2 and am super happy with it. Really glad to see Fractal making the right choice. Hopefully customers respond by still purchasing the fixed Torrent. Thanks, Steve!
I've been using Fractal cases for around 15 years or so. I love their cases and respect the company. This video is just another reason why I will never change case suppliers. Well done Fractal, and well done GN.
This is absolutely going to be my next case. I don't care that it's a bit more money. I want to support a company that puts out quality products and then stands behind them, to the point of admitting when problems are found. Fractal is definitely on my "Approved Vendor" list.
I just wanted to leave a short thank you comment for this video. I am currently doing my research in various parts to go on my list of parts for my first build. The case is one component I've narrowed down to a few based on reviews I've been watching on RU-vid. Fractal is one of the brands on that short list. This response to a potentially serious issue, that I wouldn't be able to self diagnose, puts Fractal on the top of that list. Thank you Steve for this forwarded bit of information from Fractal.
I was considering this case thanks to the review you guys have it. Now that fractal has reacted to this so well, I am actually more likely to buy it, due to the way they have handled this.
I recently dealt with Fractal's customer service for a faulty Celsius 240 aio and it was a very good experience. No fighting with them, just opened the ticket with my issue, shipped it back to them with a prepaid label they provided, got my replacement and it took about 3 weeks total. Nice to see it wasn't just a fluke but a company doing business the right way!
I've always had a good experience with Fractal (cases and fans). You pay a little premium for ensurance that the design is good and quality is top notch. Even when things go wrong (in this case) they cover you without resistance. My experience with Gigabyte on the other hand... Just don't go near them, no matter the product...
I can agree on the gigabyte front. Sent off a question about an old fm2 board about cpu compatibility months ago now. I was expecting to be sent a link to the official compatibility list or a template email, but not even a peep. Maybe it's a Scandinavian thing. I've had really good experience in the past with Asetek customer support even when the cooler I had was second hand and the question I asked was completely irrelevant to its function.
Gigabyte tends to be great when looking at used parts for me I tend to use the sweclockers market and i see a lot of GB stuff with low prices due to defects GB refused to replace My current workstation MB has 1 working sata port and a few other dead connectors but i got it for $50 a week after it launched (x399 aorus gaming 7) so i'm happy
Bought one of these at launch and am glad to see how well Fractal is handling the issue, thankfully haven't built the PC yet so it'll be a fairly easy replacement job for the fan hub once they ship the replacements. I already had a very positive view of Fractal and am very glad to see they're acting in line with how I would expect a company with self-respect and pride in their output to handle it.
This is how a company should treat its customers when it finds an issue. Well done Fractal. You just moved to the front of my "next case" list. As always, thanks for the through coverage, and back to you, Steve.
The last five computers I've built has all been in Fractal Design cases. I'm happy to see that they're handling this properly. Didn't expect anything less tbh.
Was planning to get a new case. Seeing that Fractal is willing to do the right thing, I'll be looking forward to purchasing the Torrent case when it's all patched up.
I was wondering why the case had vanished in all the shops just as I was commited to buy it. Then I read about the issue. Didn't think it was too bad. Found one shop that still sold it. Now, I hope they don't cancel the order... These things always happen when I REALLY want something 8-/
@@FutureChaosTV I wouldn't go through with that current order when no one else sells it; it might be part of the defect supply. Use one of the other stores when it's available again
Great response from Fractal on this, pretty refreshing considering what everyone else in the industry does nowadays. I've been looking at Fractal's cases for a while now, making a note to myself to use them for the case on my next build if I can find some in stock.
Now that's how you do a recall! It's still a really good case, the best airflow one I've seen in years. I'm sure this will still leave users wanting the case and waiting patiently for the fix and the companies reputation will stay positive for handling this situation really well unlike Gigabyte...
Man, out of all the companies whose cases I've built in (rosewill, coolermaster, fractal, thermaltake, phanteks, etc.) the only cases I've ever used in my own personal builds have been from fractal. Good on them
My old Antec case had a note in the box saying they'd had problems with some batches of fans that wouldn't start properly, and they didn't want to test every shipping unit, so they just included replacement fans in the box at no extra charge. That's a good way to do it too. Their note even said that if you don't have any problems with the installed fans, then hey, free fans! I've got a Fractal case now, and it's been great. This kind of customer service means it's a company I'm much more likely to do business with again.
Yep was going to order one on Monday 8-30-21. Here's hoping all companies learn to handle things like this, I will be getting one when available, Thank you Gamers Nexus for all you do
Me too. Planning on getting a new case a bit closer to Christmas or black Friday, and this case is at top on my list, so much so that it's practically decided.
its a great case, I can fully recommend if you're interested in this size / budget, niffed about this fan hub but I guess thats the footfalls of early adoption and they're dedicated to fix it
Good job fractal. We all need to support the tech brands that support their consumers, and have build quality and good service as their primary concern.
Only other thing i can think of is that maybe they wanted to avoid saying 4 because its considered unlucky in china? Im just spitballing though, your point seems more likely.
Just bought one 2/19/22 and this pops up in my recommended feed 2/23/22...glad to know this was taken care of properly months prior to my purchase. The fact they jumped on this before anyone else did speaks volumes about Fractal.
You have to give credit to Fractal for getting on top of this, I hope that this becomes the norm in the industry, I'd like to think that this isn't the consequence of the roasting NZXT and Gigabyte got in the media, but perhaps your campaigning has made manufacturers more aware of their need to respond positively and quickly to issues like this. I know when I am next in the market for a premium case I will be looking a Fractal, and I am sure that admitting to a problem and dealing with it will benefit them in the long run with others too. If I was buying a $20 case then I wouldn't expect this kind of response (caveat emptor and all that) but for a premium product like this it should be standard, expected behaviour from a manufacturer.
This reminds me of having Armstrong cable for internet, they'd just show up and replace the modem because they detected packet loss on their end. In contrast, I had AT&T which I had out twice a week for 6 months due to bad used modems that were supposed to be new. Also with Time Warner whom I had a bad drop coming into the house and it took a year to fix with techs coming out once a week and saying "it's going to take maintenance to fix it, but we're not allowed to send them out so just keep calling until they finally break down and send someone to fix the pole." Some companies are allowed to have such shit service because they're the only ones that when you receive the service you're supposed to you're just amazed.
And now Fractal becomes my #1 recommendation for my non/less-techie friends building their 1st computer. Great cases, honesty, and customer service. Fractal knows how to win!
