Fractal Design Reviews 86

I broked the tempered glass of my side panel ( MESHIFY 2 RGB) when i opened it to clean it. It exploded in thousand pieces.
I reached the Fractal support providing photos and the proof of buy, they instantly sent me a new side panel for free ! Received it within 72 h via UPS.
Very nice from them!

I've been using my pc case for years, now the front io panel started to have some connection issues, I reached out to the customer support explaining my issues and received a free new io panel.
Fractal design seems to be a great company for long term support and repairability. My next case will definitely be another Fractal design!

At the outset its worth saying the Torrent RGB white is well made, runs really cool and looks pretty decent BUT, don't even bother contacting these guys if a fan breaks or even an LED goes a bit iffy like mine.

As described in other reviews, the support at Fractal is frankly paranoid (of scams according to them). My fan just has an iffy LED which is a bit annoying, I inquired as to whether I should contact them or Amazon (as the sales outlet), in response I was told to rip off two blades of the fan (so it’s completely unusable to cool my system) and they will ship me a new fan. Great, I’ll wait without a third of my cooling!

No, I’ll just put with an iffy LED (potentially what support wanted in the first place so they didn’t have to spend any money).

Updated Review:

I recently purchased a POP AIR XL case, but one of the fan's daisy chain connectors was missing. Despite the issue, I proceeded with the build and taped up the exposed cables.

The company included a letter asking customers to contact their customer service team for manufacturing issues, indicating such defects may be common. I sent photos of the cables and provided necessary details, including pictures of the serial number, proof of purchase, and ticket number for the issue.

They refused to send a replacement fan and instead asked me to dismantle my PC, remove the damaged front-facing fan, snap off two of the blades, and provide more photographic evidence before reassembling the case. I was not happy with this solution due to the amount of additional work and risk to my other internal equipment by using the case with broken off blades while waiting for a replacement fan to arrive.

After a month of communication, they have now agreed to send the missing connector without the fan, which I'll have to connect myself, this is still preferable to their initial requirements and I'm glad Ill now be able to fix the issue.

Additionally, the case didn't come with the necessary front-facing USB-C cable, and the company sold their proprietary cable at a high price, five times the cost of a generic alternative. I had to purchase one and send it to a family member in a different country, incurring extra costs.

Considering the poor customer support experience, I would be extremely hesitant to use this company again in future. The case met all of my requirements, and I actually like it a lot, but the issues could have been resolved far more efficiently.

I updated the review from 1* to 2* since they agreed to send the missing connector, but I remain dissatisfied with the overall experience. Customer support should improve by making it easier for customers to replace parts that arrived faulty.

I really wanted to like Fractal Design, but their recent playing with their customers on delayed cases is out of line. Constant delays with highly unrealistic "expected delivery" times, only to be delayed again and again.

Despite Fractal pretending that it's a constant surprise to them, that shippings out of China already on the way somehow mysteriously are delayed again and again, it is clear that shipping today doesn't work that way. Average times by ship from China is 35 days. Everything is tracked, monitored, constantly verified etc. It's not the medieval times where you had no idea and was lucky to receive anything.

So why can't we get even a remotely honest delivery date? Well if you were told it's two or three months out, you would probably cancel your order. If it was delayed 2-3 weeks you would probably wait. If then more times were added - well ur already invested. You do the math... I'm not playing this game anymore and would advise anyone to stay well away from this brand.

A bit disappointed by the customer service.
I bought a PC case which was slightly dammaged onto the front panel (a removable part), they proposed nothing else than turn it back to the reseller.
Poor quality control for the price paid.

I had old a Node 804 which isn't compatible with newer high density hard drives.

Wrote to them about it and they send me adapters for my case.

I was devastated when after putting the final components into my new PC it fell over and completely destroyed the glass side panel.

I contacted customer service to ask if I could buy a replacement - and they sent me one free of charge immediately.

Unbelievably good customer service, far beyond anything I've experienced in years.

100% would buy from them again.

I purchased a Define R6 case off Ebay for a knockdown price. Obviously out of warranty. What a solid and well-designed piece of kit!
It came (perhaps unsurprisingly) without grommets and mounting screws for the HDD bays. I searched the Fractal website to try to purchase replacements but couldn't see them listed so opened a ticket with Fractal support. Got a reply within 4 hours saying they'd post them to me. They arrived in 3 working days (from Sweden) and I wasn't charged!!
Amazing customer service.
Thank you Lennie!

My case was out of warranty, but I had an issue with the USB ports, so I asked about where to buy a replacement. They just sent me a new part for the case without any quibbles - love this level of service, one of the best customer service experiences I've ever had from any company. I'll be buying Fractal Design for my next build and recommending to others. Thank you!

Despite my case being two years out of warranty, they replaced my glass panel free of charge. Lovely customer service, and the case itself i couldn't be happier with.

Top product and excellent customer support.

I recently bought a Fractal Meshify C case since I've heard a lot of good about the product and needed to upgrade from my old anemic case.
I have to say, the product was as expected and works perfectly.
I had a small issue where one of the rubber grommets was missing from one of the hard drive bays, however fractals customer support was very quick and just sent me a replacement straight away. Top-notch customer support.

6 out of 5 Stars!!
i asked where i can get a sparepart and the answer was: "the piece is on its way to you!"
awesome!

I bought a 2nd hand computer with a Fractal Design case. On delivery I saw the glass side panel was broken. Both case and parts are out of production, so no store in the Netherlands had the glass panel. I contacted the Fractal customer service and within 2 days I got a new panel delivered to my home address! And free of charge. Exceptional service!!

I have bought two products by Fractal Design (a computer case and fan) and sadly both of them had flaws. Yes, their products are designed in Sweden, but manufactured - probably cheaply - in China.

The customer service was OK and therefore I give this company two stars.

I've had the Define R6 for a number of years now, and I'm still convinced it's the best looking case I have owned. I have a 240mm rad on the front along with a disc drive directly above, and I did not run in to any spacing issues. Cable management is a breeze. The ability to hook my drives behind the ATX base without requiring any kind of bulky housing is wonderful. The fans that came with the case are also excellent quality, and silent. Their support is unbeatable, and any time I've had issues they have been able to send over a spare part! Highly recommended.

Had two fractal design cases, which have both been excellent. After losing a thumb screw for one I contacted support and offered to pay for the screw, since I thought any warranty my case came with would have already expired. I received a response within three hours notifying me that a replacement screw would be sent to me free of charge.

best customer service ever.

I've reached out to fractal when my glass panel broke.
They managed to answer my request and ship my replacement in less than 24 hours.
I received the package in less than 72 business hours.
Really top notch customer service.

thanks Fractal Design.

Purchased a define r6 from Amazon, they sent the wrong version without the USB C header. Reached out to FD support, Anton responded within 24 hours, problem solved and a header is on it's way. 10/10

I've researched Tom's of etiz omand this is NOT etiz!!! This still had me hallucinating and crying. Absolute horrible time stay away fro that guy iij t is definitely NOT ETIZOLAM!!!!