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: th-cam.com/video/HBxo2_lwKps/w-d-xo.html Related: NZXT Computer Fire - th-cam.com/video/9XIKOSrQdQ0/w-d-xo.html Related: Gigabyte Exploding PSU - th-cam.com/video/7JmPUr-BeEM/w-d-xo.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.
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.
@@magicalsnek "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.
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.
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.
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.
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. :)
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
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.
@@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.
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.
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
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.
@@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')
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.
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.
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.
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.
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
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 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.
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.
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.
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.
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.
A company that's actually acting in a pragmatic, reasonable, and fair manner to someone pointing out an issue to its products? Congrats, Fractal, you are now on my radar just when I was thinking of buying a new case. Keep this kind of corporate responsibility consistent, and I'll be actively recommending your products as a possibility for people shopping around.
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!
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.
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
The fact that Fractal is making active efforts to address this issue so soon after this product's release gives me more trust in the company than I already had. I've worked with several Fractal cases, and while I haven't enjoyed all of them, any customer support questions I've ever sent to Fractal have been answered quickly and thoroughly. It's good to see a company have good quality standards for their products, especially going so far as to correct a mistake that does not meet those quality standards.
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 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 TH-cam. 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 attempted to buy this case after I watched the review. I thought it was odd that I couldn't find it ANYWHERE, this must be why. Because of this, I will definitely be getting one as soon as they are available. Godspeed Fractal
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!
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.
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
I bought this case as well, I'm glad they are taking this issue seriously. One other issue I noticed is that the left glass panel makes slight contact with the front panel making a loud buzzing noise that comes and goes.
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.
This is why I buy and trust Fractal. I had some issues with my Prisma fan, I reached out and asked them what they can do about it, and they immediately sent out new replacement fans free of charge. They accidentally sent the wrong version (non-PWM) and when I informed them of it, they told me to keep the wrong fan and sent the correct one, and hoped I can make use of the other fan. They do things right.
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.
Owner of a Fractal Focus G ATX mid tower case, This makes me happy to hear I found one of the good companies to buy from. I have no problem recommending fractal to anyone, this makes it easier to continue to recommend
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
I was already considering this case for my next build, given how effective it is at cooling out of the gate. My next build isn't for at least another year, so will be good to see how this story evolves.
I saw the news and was like "Dammit, my go-to case manufacturer is pulling an NZXT... Now I gotta switch to another out of good conscience." However, it seems that Fractal is on top of it. Good to see Fractal doing the right thing without trying to hide it.
Dont worry man. Fractal is like noctua & seasonic. Its a no brainer, right choice. I stopped bothering with anything else a LONG time ago. (add samsung for SSDs, HGST/WD enterprise for HDDS , Asus for Mobos (although mobos are a high chance problem part), Crucial for RAM (unfortunately GSkill has taken the lion share & have way more speed options). I wont touch AMD GPUS with a 10000ft pole, regardless of manufacturer. Zen has improved but i saw more dead AMD CPUS in 1 month vs 43 years and counting of intel. Granted, CPU failure is rare.
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.
Just picked up one of these cases, yeah the specs hit all the right boxes but Fractal gained a lot more than they lost by being forthcoming about the issue, actively reaching out to end users. I have a sense of trust in their products now, cause it's all about how they handle when things go wrong, and they handled it properly. Will be buying and recommending them for future builds
Good on Fractal for spearheading this. This is the type of thing that will make me be more likely to continue to shop with a brand even when they have problems, because they are willing to show that they seem to care about their customer.
Kudos to Fractal for their handling of this. I suspect this is likely a tolerance issue related to mounting holes, fixing screws, etc. Some of those holes in the PCB looked a little too close to the PCB pads for the fan headers, which could mean that over-sized mounting holes would lead to the board not always mounting consistently, allowing occasional shorts after assembly into the case. Most likely the PCBs are factory tested, but Fractal do not normally connect the fans to the board so I suspect the PCB is never normally tested after mounting in the case. It could just be a fault within the PCB, but this seems less likely. My guess is the replacement PCBs may move the fixing holes further from the fan headers.
I'm a huge fan of Fractal Design cases ever since I bought a Node 304 for a NAS system. I now have an R6 for my main system. Their case filters actually work (very well), noise dampening is excellent, build quality is top notch and the accessories are generous, especially if you like to have lots of drives. The way they are handling this issue only reinforces my opinion that they make the best cases in the market and they stand by them. Other manufacturers are going to have to step up their game to make me consider anyone else.
Ok Fractal, I see you being respectful of your customers, and I appreciate that. You are on my "definitely consider" list for future purchases. Thanks Steve.
When I was building my first PC they shipped an entire set of replacement PSU screws, no questions asked, because one of the ones included had no thread. I ended up with 11 screws total (3 with the case, 4 with the PSU and 4 replacements).
Thanks Steve shame as this case is the best they have made. Proud of Fractal getting out in front of the problem. Your great reports keep us well informed.
I wonder whether Fractal would have done the right thing had it not been for guys like yourself outing hardware suppliers. This is exactly why we need people like you to report issues.
Fractal has fantastic support. I bought a Define 7 XL with glass window, changed my mind and contacted them to buy a solid panel, they sent me one for free, not even charging for shipping.
I am actually sitting here with a big grin on my face. The Gamers Nexus team have really got the big named companies on edge. The fact Fractual Design noticed a problem sent an email out then offered Gamer Nexus a one to one proves this. Thanks Steve and Co. For having our backs(the consumers)
As someone who has a Fractal case, this is dope. I tend to jump around brands, but I'm making my next case Fractal due to this reassurance and my current R5 case has given me plenty of customization options. So I'm surprised about the previous negative reviews, but every manufacturer has had their circus designs. lol
I own the Fractal Design Define Nano S for my main PC and the Fractal Design Node 304 Black for my NAS, 2 very solid cases, never had any issues with them. After seeing this video and how they handled it, I'm happy I went with their cases and not with the competition. Next case will certainly be a fractal design case as well
Pcb design issue has to do with the margins of error they designed in to the PCB to account for the manufacturing process tolerances. If the design has bigger tolerances errors in the manufacturing process gets lower or even eliminated.
Kudos to Fractal for responding to this like a real company who cares. Mistakes happen in design and manufacturing. I don't think anyone would boycott them over that, and the biggest damage would come if they just tried to fix the issues quietly like Gigabyte or NZXT. They came out right away and did the right thing. I have a Fractal case right now, and I plan on buying from them again when I eventually upgrade.
FFS I ordered one of these straight after watching your review, oh well at least they were honest and are addressing the problem. Thank you for bringing this to peoples attention, I must admit having bought this in the UK from a large retailer (Scan) I would much rather have recieved an email from them making me aware of the recall.
This almost seems like Fractal: "See... see, I'm a good boy right? Right? I handled it much better than how those other guys handled theirs, right? RIGHT?!" lol I like Fractals cases, glad they did all this properly it seems at least. Had their early Define case, thing was built like a tank and heavy as heck, knew they were quality right then. Now have the Meshify 2.
Watching this after walking out of a store after buying a new Fractal power supply. Actually pretty happy with my choice to buy a Fractal product now if they are this quick to identify and communicate an issue. Sucks they had an issue, but the way they’ve dealt with it is showing the industry what “doing the right thing” actually looks like. 👍
![[TH] FS vs BME - VCT Ascension Pacific - Lower Bracket Final](http://i.ytimg.com/vi/wnygqsR2Fig/mqdefault.jpg)
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: th-cam.com/video/HBxo2_lwKps/w-d-xo.html
Related: NZXT Computer Fire - th-cam.com/video/9XIKOSrQdQ0/w-d-xo.html
Related: Gigabyte Exploding PSU - th-cam.com/video/7JmPUr-BeEM/w-d-xo.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.
Steve: So, Fractal have actually acted in a good way
Fractal: WHY DO YOU KEEP SHOWING A BURNING NZXT...! aahhhhhh
Manufactures of the year:
-Nzxt
-Gigabyte
-Alienware
-Dell
-Msi
@@rickysargulesh1053 Hope it works out for you Ricky, take care.
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
Fractal: "4 reports of something wrong, let's do a recall and fix it"
Gigabyte: "around 50% failure rate, let's blame it on the media and users"
@@jvccr7533 lol same here. 2 fractal cases and 3 gigabyte motherboards, and a gigabyte gpu. Oops.
I originally planned getting a gigabyte mobo, not anymore
@@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.
@@crazybiscut mobos are OK, their PSU tho 😂😂
@@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.
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 commendable that they’re getting out ahead, just a shame that it doesn’t seem to be standard practice.
well, guess they learn a good lesson at other company's cost.
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.
@@magicalsnek "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.
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.
I really don't want to praise a company for doing the basics, but this is where we are currently. Well done Fractal.
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.
I have always liked fractal cases so this is good to see
Eh, call it positive reinforcement
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.
Whatever is better than the average should be praised. I agree it is sad that is where we are at, but I totally agree. Good job Fractal.
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."
Feels like reading a well written dialogue
nice wording too overall
Is this a dialogue from a show or movie?
Well said! 😁
Hah, it reminds me of the Pitch Meeting videos. Maybe GN should do a Tech version. :-)
this deserve more likes.
Props to Fractal for doing the reasonable thing, it will cost them now, but it will generate consumer trust on the long run.
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.
Same for me!
fractal factory:
board flames up
they extinguish it.
"aw shit.
does Steve know about this?"
I don't think we should suck companies off just because they do what they should be doing anyway.
@@kruemel534 me neither, reach arounds required at very least
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. :)
@Gareth Tucker You said it! ☺
What a concept.
They definitely have awesome customer service! My experience with them has been positive as well. :D
Thanks for sharing your experience. I’m picking a case right now and it looks like Fractal just moved up the interest list for me.
Good example of a company that isn't FORCING every sale possible to be a profit maker... Sometimes you gotta eat profit to keep a customer happy.
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
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.
Got a meshify C mini and I agree.
Same case, my maaaaaan
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.
I have a meshify 2 XL and immediately ripped out the fan hub. I use a fan controller as my motherboard doesn’t have any controls for the fan headers.
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.
Fractal should got "Manufacture of the Year" award from GN for having the best case and best customer service/best recall.
ok relax lol why should we praise a company and give them awards for something they're supposed to be doing...
@@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.
Once Gamers Nexus reviewed this case so highly they have been flying off the shelves in Australia.
in *Worlds biggest Prison* *
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.
@@m4c1990 In solar system scale, Earth is the biggest prison.
I hope they are not still flying around.
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.
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
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.
It helps that Fractal is a swedish company as they are used to european recall laws.
European recall laws fairly often doesn't work in Eastern Europe, which is sad.
@@zloycock Sadly says more about those countries than anything else.
@@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')
Can you explain how they work?
I must act craftily, so as to catch both.🌽🥕🥔🍆🥑🥝🥥
i have a new found respect for Fractal because of this. it makes me want to support them if this is how they plan on doing business.
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 also own the R4 Black Pearl. Also worked out fine. Build is still in service to this day.
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.
I've had a Define Nano S since launch and multiple other Fractal Cases just because of the high quality and plain looks i prefer
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.
I built my first gaming PC this year, and I have learned so much from watching this channel.
Thanks, Steve.
Nice job on your first one!
@@GamersNexus Thanks! Here's the specs, after adding some upgrades since first getting it:
CPU: AMD Ryzen 7 3700X
GPU: EVGA GeForce GTX 1650 Super
RAM: 32 GB Crucial DDR4 2666 MHz
PSU: Cougar CGR BS-600 600W 80+ Bronze
MOBO: ASRock B550 Phantom Gaming 4
Storage: Seagate 1TB BarraCuda HDD + 2x 512GB Samsung Pro 980 m.2 drives
Case: Cougar MX331 Mesh Mid-Tower
Cooling: 5x Corsair LL120 RGB Fans + Commander Node Pro & RGB Hub / AMD Stock Wraith Prism
Monitor: 1080p Acer V226HQL 21.5" LCD
Mouse: Cougar 3MMXTWOB.0001 Minos XT RGB USB
My boot drive is mounted on an "M.2 NVME SSD to PCI-e 3.0 x4" card, along with a thermal pad+heatsink.
Back to you Steve. On a serious note, very well done :)
Back to you, Steve!
@@GamersNexus thats what she said
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.
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.
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
Glad to see there are still brands out there taking full responsibility and do recalls when needed. Well done Fractal !!!
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.
I'm glad that they recalled it right away. They definitely deserve praise for that.
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.
Mad respect for Fractal to actually be responsible about a recall
I feel like Noctua and Fractal are one of the few companies that really care about their customers.
Good to see from fractal 🙂👍
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.
@@pxnx True. I think transparency seems bad to most investors but it just make me trust them more.
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.
It also helps that they are relatively small companies from Europe.
@Gareth Tucker Great point and completely agree! 👍
Fractal just gained a potential customer here for my next build for doing the right thing here. Bravo.
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.
The problem is that other companies does NOT learn this. They act like... Well, gigabyte.
@@OutOfNameIdeas2 tbh Gigabyte has been this way as long as I've been into tech 🤷
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.
This makes me glad to have a Fractal case I have had both the Define 5 and Define 7 currently
Good Company for sure big up fracal!
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.
That’s why I buy EVGA. When new world was bricking cards they were cross-shipping new product out day 1.
Exactly!!
Now I view even more highly of them
Buy Fractal. I've only been impressed with my Meshify.
@@djgibbs7041 I can attest, have the Meshify C and love it. Bought it per GN review.
A company that's actually acting in a pragmatic, reasonable, and fair manner to someone pointing out an issue to its products? Congrats, Fractal, you are now on my radar just when I was thinking of buying a new case. Keep this kind of corporate responsibility consistent, and I'll be actively recommending your products as a possibility for people shopping around.
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!
Fractal handled the situation in a way that makes me even more happy to spend my money for their products
“The issues with the NZXT one were… many” b-roll of case on fire
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 like this case Steve. I also really LOVE my mouse mat like a year later. I got mine in the first run man! It's holding up really well btw:)
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!
@@GamersNexus of course man. Thank you for the response.
@@GamersNexus I'll be getting one as soon as my mat wears out, who knows how long that will be 😅
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
The fact that Fractal is making active efforts to address this issue so soon after this product's release gives me more trust in the company than I already had.
I've worked with several Fractal cases, and while I haven't enjoyed all of them, any customer support questions I've ever sent to Fractal have been answered quickly and thoroughly.
It's good to see a company have good quality standards for their products, especially going so far as to correct a mistake that does not meet those quality standards.
Wow, the best case gets the best recall. It's Steve's dream part!
Hey, got to praise people for doing the right and expected thing. This is how you maintain brand reputation.
Wins the "better than Gigabyte" award
Fractal earned my respect for this move, I like the looks on the Torrent, Fractal is going to be the casing I look for when building a new rig.
This is why I love fractal, not only good cases, their costumer service is top notch
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 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 TH-cam. 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 attempted to buy this case after I watched the review. I thought it was odd that I couldn't find it ANYWHERE, this must be why. Because of this, I will definitely be getting one as soon as they are available.
Godspeed Fractal
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!
"Less than 5" is a common term used for anonymising small numbers to prevent people being identified.
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.
Props to Fractal for handling this well and doing the right thing.
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-/
Same
@@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
I bought this case as well, I'm glad they are taking this issue seriously. One other issue I noticed is that the left glass panel makes slight contact with the front panel making a loud buzzing noise that comes and goes.
I’m legit at the point where I’m so satisfied with how this was addressed I’m gonna buy one of these cases after the issue is fixed
Fractal’s handling of the issue is great. From what it looks like they could turn this disastrous error into a win.
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.
This is why I buy and trust Fractal.
I had some issues with my Prisma fan, I reached out and asked them what they can do about it, and they immediately sent out new replacement fans free of charge. They accidentally sent the wrong version (non-PWM) and when I informed them of it, they told me to keep the wrong fan and sent the correct one, and hoped I can make use of the other fan.
They do things right.
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.
Owner of a Fractal Focus G ATX mid tower case, This makes me happy to hear I found one of the good companies to buy from. I have no problem recommending fractal to anyone, this makes it easier to continue to recommend
Just goes to show the pressure you're putting on manufactures is working. Thanks for the dedication and hard work.
I was already considering ordering one, Fractal it’s being real, when they get fixed I’m definitely ordering one!
same here my next build is going in one of there cases
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
Yeah I'm not going to lie, after seeing this case again I'm wanting one more.
Just got my replacement 9P slim fan hub in all its through-hole plated glory. Thankyou for bringing this to my attention GN
Got the case yesterday and used the hub for several hours. Appreciate Fractal acknowledging the problem so fast.
Always been a huge fractal fan and have 3 PC's in their cases. Never had any problems but glad when there is one that they are very quick to respond.
I was already considering this case for my next build, given how effective it is at cooling out of the gate.
My next build isn't for at least another year, so will be good to see how this story evolves.
I saw the news and was like "Dammit, my go-to case manufacturer is pulling an NZXT... Now I gotta switch to another out of good conscience." However, it seems that Fractal is on top of it. Good to see Fractal doing the right thing without trying to hide it.
Dont worry man. Fractal is like noctua & seasonic. Its a no brainer, right choice. I stopped bothering with anything else a LONG time ago. (add samsung for SSDs, HGST/WD enterprise for HDDS , Asus for Mobos (although mobos are a high chance problem part), Crucial for RAM (unfortunately GSkill has taken the lion share & have way more speed options).
I wont touch AMD GPUS with a 10000ft pole, regardless of manufacturer. Zen has improved but i saw more dead AMD CPUS in 1 month vs 43 years and counting of intel. Granted, CPU failure is rare.
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.
Fractal's actions in this case(pun intended) is admirable and good way to earn brand loyalty.
Just picked up one of these cases, yeah the specs hit all the right boxes but Fractal gained a lot more than they lost by being forthcoming about the issue, actively reaching out to end users. I have a sense of trust in their products now, cause it's all about how they handle when things go wrong, and they handled it properly. Will be buying and recommending them for future builds
Kudos to Fractal for showing the RIGHT way to handle situations like this.
Good on Fractal for spearheading this. This is the type of thing that will make me be more likely to continue to shop with a brand even when they have problems, because they are willing to show that they seem to care about their customer.
"We have a short one for you today"
19 mins.
Please never change
Kudos to Fractal for their handling of this.
I suspect this is likely a tolerance issue related to mounting holes, fixing screws, etc. Some of those holes in the PCB looked a little too close to the PCB pads for the fan headers, which could mean that over-sized mounting holes would lead to the board not always mounting consistently, allowing occasional shorts after assembly into the case. Most likely the PCBs are factory tested, but Fractal do not normally connect the fans to the board so I suspect the PCB is never normally tested after mounting in the case. It could just be a fault within the PCB, but this seems less likely. My guess is the replacement PCBs may move the fixing holes further from the fan headers.
Look, mistakes happen, when they do, own up to them and be upfront. Don't try to place the blame on "certain media outlets" and just be honest.
Fractal: Immediate recall after finding a big flaw.
The PC building community: Gigabyte, write that down, write that down!
I'm a huge fan of Fractal Design cases ever since I bought a Node 304 for a NAS system. I now have an R6 for my main system. Their case filters actually work (very well), noise dampening is excellent, build quality is top notch and the accessories are generous, especially if you like to have lots of drives. The way they are handling this issue only reinforces my opinion that they make the best cases in the market and they stand by them. Other manufacturers are going to have to step up their game to make me consider anyone else.
Ok Fractal, I see you being respectful of your customers, and I appreciate that. You are on my "definitely consider" list for future purchases. Thanks Steve.
Fractal is such a based company. Really making me consider picking up one of their cases over the Lancool II Mesh.
Based? Bleh
Get the phateks p500a. Way better value
I bought a Meshify 2 XL, was missing the hardware - no questions asked they express shipped me a set
100% recommended
@@cppctek you'd be surprised in some locations, that model is more expensive.
When I was building my first PC they shipped an entire set of replacement PSU screws, no questions asked, because one of the ones included had no thread. I ended up with 11 screws total (3 with the case, 4 with the PSU and 4 replacements).
Meeshify C owner here, quality company. Glad they took steps and went above and beyond.
Thanks Steve shame as this case is the best they have made. Proud of Fractal getting out in front of the problem. Your great reports keep us well informed.
I want to get one of those cases even more now, support a company that does the right thing means a lot.
Sounds like Fractal is trying to do about everything right as far as remediation goes.
Let's hope the recall itself goes smoothly.
"We have a short one for you today..." (checks video length: 20 mins)
Outstanding GN!
I wonder whether Fractal would have done the right thing had it not been for guys like yourself outing hardware suppliers. This is exactly why we need people like you to report issues.
I love seeing companies being this proactive - this is pure awesome. :-)
Fractal has fantastic support. I bought a Define 7 XL with glass window, changed my mind and contacted them to buy a solid panel, they sent me one for free, not even charging for shipping.
Kudos to Fractal - this is how you build customer loyalty. I have a Meshify C and love it. Will definitely buy a Fractal again for my next rig.
i have a Focus G case. I have nothing but good praise for Fractal Design cases. It is great to hear that they are getting out ahead of this issue.
I am actually sitting here with a big grin on my face.
The Gamers Nexus team have really got the big named companies on edge.
The fact Fractual Design noticed a problem sent an email out then offered Gamer Nexus a one to one proves this.
Thanks Steve and Co. For having our backs(the consumers)
As someone who has a Fractal case, this is dope. I tend to jump around brands, but I'm making my next case Fractal due to this reassurance and my current R5 case has given me plenty of customization options. So I'm surprised about the previous negative reviews, but every manufacturer has had their circus designs. lol
I own the Fractal Design Define Nano S for my main PC and the Fractal Design Node 304 Black for my NAS, 2 very solid cases, never had any issues with them. After seeing this video and how they handled it, I'm happy I went with their cases and not with the competition. Next case will certainly be a fractal design case as well
Pcb design issue has to do with the margins of error they designed in to the PCB to account for the manufacturing process tolerances.
If the design has bigger tolerances errors in the manufacturing process gets lower or even eliminated.
Kudos to Fractal for responding to this like a real company who cares. Mistakes happen in design and manufacturing. I don't think anyone would boycott them over that, and the biggest damage would come if they just tried to fix the issues quietly like Gigabyte or NZXT. They came out right away and did the right thing. I have a Fractal case right now, and I plan on buying from them again when I eventually upgrade.
FFS I ordered one of these straight after watching your review, oh well at least they were honest and are addressing the problem.
Thank you for bringing this to peoples attention, I must admit having bought this in the UK from a large retailer (Scan) I would much rather have recieved an email from them making me aware of the recall.
Fractal has already sent an email with info about next week shipping the new kit. Great customer service.
This almost seems like Fractal: "See... see, I'm a good boy right? Right? I handled it much better than how those other guys handled theirs, right? RIGHT?!" lol
I like Fractals cases, glad they did all this properly it seems at least. Had their early Define case, thing was built like a tank and heavy as heck, knew they were quality right then. Now have the Meshify 2.
some companies really do need to get bullied into submission and if it drags everyone else along, that's all good
S2 here
Watching this after walking out of a store after buying a new Fractal power supply. Actually pretty happy with my choice to buy a Fractal product now if they are this quick to identify and communicate an issue. Sucks they had an issue, but the way they’ve dealt with it is showing the industry what “doing the right thing” actually looks like. 👍
15:01 The no-so-subtle jab at Gigabyte here is perfect.