Fractal Torrent Recall Teaches NZXT & Gigabyte What to Do (Short-Circuit Fan Hub)
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Күн бұрынFractal's Torrent launched to extremely positive reviews, but unfortunately, the company has discovered a potential short-circuit from its fan hub PCB design. It's doing the right thing.
Sponsor: Arctic Liquid Freezer II 280 (Amazon) geni.us/RJBy and Arctic MX-5 Thermal Paste (Amazon) - geni.us/EXf0I
The short of the matter is that Fractal's included fan hub (the Nexus 9P Slim) in the Fractal Torrent has a design flaw which, Fractal claims due to manufacturing issues, can potentially become "hazardous." The company is advising immediate removal of the hub, caught the issue before us, and also publicized it before media got to it. These are good things. Fractal ripped the bandaid off and immediately laid-out a path to resolving the issue and has actively pulled all Torrent products from shelves, including shipment of those products back to Fractal for replacement of the defective part. This is the right way to handle a problem. We're disappointed to see this happen on something that was otherwise such a good product launch, but at least it's being handled competently.
Watch our original Fractal Design Torrent case review here: • Best Case of 2021 So F...
Related: NZXT Computer Fire - • Unsafe Computer Catche...
Related: Gigabyte Exploding PSU - • Speedrun Gigabyte Powe...
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FRACTAL STATEMENT: internal.fractal-design.com/s...
APPLY FOR REPLACEMENT via Fractal: internal.fractal-design.com/s...
Official Guide for Replacing Fan Hub: internal.fractal-design.com/s...
RELATED PRODUCTS
Noctua Y-Splitter 4-pin Fan Cable (if you need to plug into the motherboard) on Amazon: geni.us/r46lxu
TIMESTAMPS
00:00 - Fractal Watched NZXT & Gigabyte Responses...
01:53 - Fractal's Initial Statement
03:50 - Poor Timings
04:40 - Fractal Cooperative with GN Questioning
06:54 - Motherboard Fan Header Reminder & Warning
07:40 - Expected Fix & Redesign of Fan Hub
09:19 - Remove the Fan Hub
09:51 - Fractal Fan Hub Comparison
10:56 - UL Component Registration
12:06 - NZXT vs. Fractal Issue
14:35 - Short-Circuit Protection
15:51 - Handled it Right
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Host, Writing: Steve Burke
Writing, Research: Patrick Lathan
Video Footage & Editing: Keegan Gallick
@GamersNexus 2 жыл бұрын
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: kzfaq.info/get/bejne/fqioopWQ0d2voKc.html Related: NZXT Computer Fire - kzfaq.info/get/bejne/b755frKE17fIgWQ.html Related: Gigabyte Exploding PSU - kzfaq.info/get/bejne/bbCdg7ijkqjJdYE.html
@buggylama 2 жыл бұрын
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.
@grantpaterson1016 2 жыл бұрын
Steve: So, Fractal have actually acted in a good way Fractal: WHY DO YOU KEEP SHOWING A BURNING NZXT...! aahhhhhh
@SonIQBukucuIlberOrtayli 2 жыл бұрын
Manufactures of the year: -Nzxt -Gigabyte -Alienware -Dell -Msi
@BeheadedKamikaze 2 жыл бұрын
@@rickysargulesh1053 Hope it works out for you Ricky, take care.
@phantomfire183 2 жыл бұрын
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
@LaughingOrange 2 жыл бұрын
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"
@rumham7631 2 жыл бұрын
@@jvccr7533 lol same here. 2 fractal cases and 3 gigabyte motherboards, and a gigabyte gpu. Oops.
@crazybiscut 2 жыл бұрын
I originally planned getting a gigabyte mobo, not anymore
@jvccr7533 2 жыл бұрын
@@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 2 жыл бұрын
@@crazybiscut mobos are OK, their PSU tho 😂😂
@oldfrend 2 жыл бұрын
@@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.
@GregoryCunningham 2 жыл бұрын
I really don't want to praise a company for doing the basics, but this is where we are currently. Well done Fractal.
@rumham7631 2 жыл бұрын
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.
@tmi1234567 2 жыл бұрын
I have always liked fractal cases so this is good to see
@lordyhgm9266 2 жыл бұрын
Eh, call it positive reinforcement
@pwcorgi2000 2 жыл бұрын
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.
@geordonworley5618 2 жыл бұрын
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.
@techtechuw597 2 жыл бұрын
FYI: If you bought the Torrent later (like me) and your case fan hub has v1.1 written on it, then you a good to go! v1.1 is a corrected version.
@ThunderAndCalico 2 жыл бұрын
Underrated comment for those of us in the future.
@sys3343 2 жыл бұрын
Thank you for your service
@MerlinErdogmus Жыл бұрын
I just wrote the support 5 minutes ago and now read your comment. xd Gotta check my version now.
@ThunderAndCalico Жыл бұрын
@@MerlinErdogmus Probably the new one, I didn't even bother. Unless you bought used, very likely you own the updated case.
@MerlinErdogmus Жыл бұрын
@@ThunderAndCalico Yeah. Got the updated one. I choose the white one because I got it 30€ cheaper.
@illbehaviour9785 2 жыл бұрын
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.
@jamesthenakedsnake7480 2 жыл бұрын
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.
@illbehaviour9785 2 жыл бұрын
@@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.
@32krod 2 жыл бұрын
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.
@buffalodebill7986 2 жыл бұрын
@@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).
@phishphan49 2 жыл бұрын
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
@Zosu22 2 жыл бұрын
It’s commendable that they’re getting out ahead, just a shame that it doesn’t seem to be standard practice.
@fernandong9576 2 жыл бұрын
well, guess they learn a good lesson at other company's cost.
@poppyrider5541 2 жыл бұрын
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.
@copperx 2 жыл бұрын
@@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.
@BeB02090 2 жыл бұрын
@@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.
@bepbep7418 2 жыл бұрын
@@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.
@thepolticalone961 2 жыл бұрын
Fractal didn't want that GN video burying them. Smart
@Akkbar21 2 жыл бұрын
It’s not about gotcha bs, it’s about telling the truth. Steve isn’t about “getting people”. He’s just trying to hold companies accountable.
@thepolticalone961 2 жыл бұрын
@@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
@Illindi 2 жыл бұрын
@@thepolticalone961 it is the way you phrased it that gives the impression. Keyword burying.
@Akkbar21 2 жыл бұрын
@@Illindi I agree. No hard feeling to the OP. Take care and be safe. 🖖
@karnudom 2 жыл бұрын
@@Illindi But GN quite literally "bury" MSI before, shovel and all. I assume that was what the OP was referencing.
@JaakkoL 2 жыл бұрын
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.
@Kromaatikse 2 жыл бұрын
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.
@astieluv 2 жыл бұрын
The fact that the recall happened before GN even did a report on the issue, speaks worlds about Fractal
@gmodib 2 жыл бұрын
“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!
@GamersNexus 2 жыл бұрын
Haha, short by our standards. Almost all of our videos are 30 minutes long, so that is a reduction of 33%! Glad to see Fractal doing the right thing!
@TheXlen 2 жыл бұрын
@@GamersNexus hey, at least it's not "Buildzoid short", Buildzoid can't produce a video shorter than 30minutes ;)
@WayStedYou 2 жыл бұрын
No no, SHORT one for you, as the topic is about shorting.
@pxnx 2 жыл бұрын
@@GamersNexus I'd like to see Steve at 33% hair one day😋
@chadbizeau5997 2 жыл бұрын
@@GamersNexus you keep using that word. I do not think it means what you think it means....
@colestahl1265 2 жыл бұрын
This just gives me even more confidence in a fractal purchase. Some issues with a product I can fix myself, I can't fix the manufacturer's service.
@Miguel-jm2pf 2 жыл бұрын
Fantastic design and quality. Many of my friends use them as well, with nothing but great things to say. You should definitely buy one.
@PabzRoz 2 жыл бұрын
@@Miguel-jm2pf Yeah i recently upgraded to the meshify 2 and I was really surprised by the overall build quality. Fractal is dope.
@randoir1863 2 жыл бұрын
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 .
@isuruabc100 2 жыл бұрын
Definitely going for a fractal case next time
@KeithZim 2 жыл бұрын
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.
@DavidEsotica 2 жыл бұрын
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.
@umgak_prime 2 жыл бұрын
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.
@declangallagher1448 2 жыл бұрын
This alone would make me a Fractal customer if I was planning a new build.
@AusSkiller 2 жыл бұрын
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.
@optiquest86 2 жыл бұрын
They also have publicly available parts supply too! I've bought this and that for both my R5 and R7 cases. :)
@CalculatedRiskAK 2 жыл бұрын
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.
@phoenixfire8978 2 жыл бұрын
Couldn’t agree more. I’ll choose a company that owns its errors over one that doesn’t every time.
@Hexagonaldonut 2 жыл бұрын
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.)
@gypsy6211 2 жыл бұрын
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.
@Fee.1 2 жыл бұрын
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.
@Saltonice 2 жыл бұрын
Same for me!
2 жыл бұрын
fractal factory: board flames up they extinguish it. "aw shit. does Steve know about this?"
@kruemel534 2 жыл бұрын
I don't think we should suck companies off just because they do what they should be doing anyway.
@coffeeNTrees 2 жыл бұрын
meshify c is a great case to build in.
@coffeeNTrees 2 жыл бұрын
@@kruemel534 when you can spend your money anywhere the only difference is customer service.
@grantpaterson1016 2 жыл бұрын
Steve: So, Fractal have actually acted in a good way Fractal: WHY DO YOU KEEP SHOWING A BURNING NZXT...! aahhhhhh
@paulliniger418 2 жыл бұрын
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.
@afelias 2 жыл бұрын
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."
@OfSheikah 2 жыл бұрын
Feels like reading a well written dialogue nice wording too overall
@DzinkyDzink 2 жыл бұрын
Is this a dialogue from a show or movie?
@BeB02090 2 жыл бұрын
Well said! 😁
@lupusprobitas 2 жыл бұрын
Hah, it reminds me of the Pitch Meeting videos. Maybe GN should do a Tech version. :-)
@venas543 2 жыл бұрын
this deserve more likes.
@Woot-Zee 2 жыл бұрын
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. :)
@BeB02090 2 жыл бұрын
@Gareth Tucker You said it! ☺ What a concept.
@optiquest86 2 жыл бұрын
They definitely have awesome customer service! My experience with them has been positive as well. :D
@andynonya6391 2 жыл бұрын
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.
@volvo09 2 жыл бұрын
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.
@skyhight3 2 жыл бұрын
Props to Fractal for doing the reasonable thing, it will cost them now, but it will generate consumer trust on the long run.
@SeanCMonahan 2 жыл бұрын
The response from Fractal honestly makes me more likely to buy from Fractal in the future.
@gscurd75 2 жыл бұрын
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.
@Pheatrix 2 жыл бұрын
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...
@gscurd75 2 жыл бұрын
@@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.
@sadiablo 2 жыл бұрын
@@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
@Pheatrix 2 жыл бұрын
@@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
@gscurd75 2 жыл бұрын
@@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.
@exxor9108 2 жыл бұрын
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. :)
@w1Lh0 2 жыл бұрын
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.
@regwatson2017 2 жыл бұрын
Once Gamers Nexus reviewed this case so highly they have been flying off the shelves in Australia.
@m4c1990 2 жыл бұрын
in *Worlds biggest Prison* *
@erikhendrickson59 2 жыл бұрын
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.
@753238 2 жыл бұрын
@@m4c1990 In solar system scale, Earth is the biggest prison.
@GholaTleilaxu Жыл бұрын
I hope they are not still flying around.
@lukesmith6871 2 жыл бұрын
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.
@Akkbar21 2 жыл бұрын
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.
@Akkbar21 2 жыл бұрын
I also own the R4 Black Pearl. Also worked out fine. Build is still in service to this day.
@MrMoogle 2 жыл бұрын
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.
@Devastator0 2 жыл бұрын
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.
@MrBluePoochyena 2 жыл бұрын
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
@gromitNOR83 2 жыл бұрын
It helps that Fractal is a swedish company as they are used to european recall laws.
@zloycock 2 жыл бұрын
European recall laws fairly often doesn't work in Eastern Europe, which is sad.
@gonace 2 жыл бұрын
@@zloycock Sadly says more about those countries than anything else.
@stanimir4197 2 жыл бұрын
@@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')
@DzinkyDzink 2 жыл бұрын
Can you explain how they work?
@f-ckmyr0fil788 2 жыл бұрын
I must act craftily, so as to catch both.🌽🥕🥔🍆🥑🥝🥥
@Ph3oNiX2105_ZA 2 жыл бұрын
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.
@TabbyKoneko 2 жыл бұрын
Thanks for posting this video. Got my case last week after your review, have been thrilled with it other than some minor things (the side panel metal tabs just barely hit the plastic on top and the surface is pretty easy to scratch). I pulled out the fan controller just now.
@johndododoe1411 2 жыл бұрын
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.
@shadow7037932 2 жыл бұрын
Good point on the terminology.
@NecroFlex 2 жыл бұрын
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.
@johndododoe1411 2 жыл бұрын
@@NecroFlex But in PCB terms that would not be an assembly issue.
@mterziev1 2 жыл бұрын
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
@AtheistJr 2 жыл бұрын
I built my first gaming PC this year, and I have learned so much from watching this channel. Thanks, Steve.
@GamersNexus 2 жыл бұрын
Nice job on your first one!
@AtheistJr 2 жыл бұрын
@@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.
@drift7rs 2 жыл бұрын
Back to you Steve. On a serious note, very well done :)
@FinneousPJ1 2 жыл бұрын
Back to you, Steve!
@suntzu1409 2 жыл бұрын
@@GamersNexus thats what she said
@tns6862 2 жыл бұрын
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!
@MateuszMarek 2 жыл бұрын
Fractal should got "Manufacture of the Year" award from GN for having the best case and best customer service/best recall.
@PabzRoz 2 жыл бұрын
ok relax lol why should we praise a company and give them awards for something they're supposed to be doing...
@tonyasperado4005 2 жыл бұрын
@@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?😂
@tylergriffis5036 2 жыл бұрын
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.
@abdelnajjar8191 2 жыл бұрын
@@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.
@PabzRoz 2 жыл бұрын
@@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.
@McTAnGuS 2 жыл бұрын
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.
@ZinoAmare 2 жыл бұрын
Thank you Fractal to be upfront with your customers, keep up the good work!
@nonamesl3f7duuude 2 жыл бұрын
Thanks for getting this out to us so quickly!
@fangvv 2 жыл бұрын
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
@ericmullen14 Жыл бұрын
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
@sultanofsick 2 жыл бұрын
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.
@MrMoogle 2 жыл бұрын
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.
@vikevali 2 жыл бұрын
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.
@ianthecomicartist 2 жыл бұрын
I was already thinking about picking up this case for my next build. This seals it. I'll definitely be picking up one of these.
@zeroschneider7172 2 жыл бұрын
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.
@MiraSmit 2 жыл бұрын
Got a meshify C mini and I agree.
@LeonCennedy 2 жыл бұрын
Same case, my maaaaaan
@suppar8066 2 жыл бұрын
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.
@chibichabot9293 2 жыл бұрын
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.
@RannonSi 2 жыл бұрын
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.
@aMMMMungus 2 жыл бұрын
I feel like Noctua and Fractal are one of the few companies that really care about their customers. Good to see from fractal 🙂👍
@pxnx 2 жыл бұрын
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.
@aMMMMungus 2 жыл бұрын
@@pxnx True. I think transparency seems bad to most investors but it just make me trust them more.
@Brevard1986 2 жыл бұрын
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.
@DzinkyDzink 2 жыл бұрын
It also helps that they are relatively small companies from Europe.
@BeB02090 2 жыл бұрын
@Gareth Tucker Great point and completely agree! 👍
@georgegyulatyan3263 Жыл бұрын
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
@StevilKanevil_ 2 жыл бұрын
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
@3Dant 2 жыл бұрын
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.
@Black_Onyx 2 жыл бұрын
Glad to see there are still brands out there taking full responsibility and do recalls when needed. Well done Fractal !!!
@gpredd1 2 жыл бұрын
Love you guys, thanks for keeping us aware of things. God bless.
@-Ryan-1776 2 жыл бұрын
Thanks for the update. I was about to pull the trigger and order this case. I plan on getting this case still after the fix.
@fungalcoffee 2 жыл бұрын
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.
@pvpgamerdotcom 2 жыл бұрын
That’s why I buy EVGA. When new world was bricking cards they were cross-shipping new product out day 1.
@cat-.- 2 жыл бұрын
Exactly!!
@cat-.- 2 жыл бұрын
Now I view even more highly of them
@djgibbs7041 2 жыл бұрын
Buy Fractal. I've only been impressed with my Meshify.
@BeB02090 2 жыл бұрын
@@djgibbs7041 I can attest, have the Meshify C and love it. Bought it per GN review.
@28OsO82 2 жыл бұрын
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)
@TaylorBrauer 2 жыл бұрын
Thanks for sharing! My Torrent arrives today so I will def not be using that fan hub. I haven't got an email yet about a replacement but I'm sure I'll get one soon. Keep up the great work!
@The_Slavstralian 2 жыл бұрын
I'm glad that they recalled it right away. They definitely deserve praise for that.
@Omegapork 2 жыл бұрын
Wow, the best case gets the best recall. It's Steve's dream part!
@jordankidd1359 2 жыл бұрын
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.
@AllGuitarSucks 2 жыл бұрын
Wow just when I was building the case. Thanks Steve !
@ipatates 2 жыл бұрын
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.
@thomasoleson2651 2 жыл бұрын
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:)
@GamersNexus 2 жыл бұрын
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!
@thomasoleson2651 2 жыл бұрын
@@GamersNexus of course man. Thank you for the response.
@startedtech 2 жыл бұрын
@@GamersNexus I'll be getting one as soon as my mat wears out, who knows how long that will be 😅
@robwhitmore3040 2 жыл бұрын
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.
@ThatKoukiZ31 2 жыл бұрын
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
@bigcountry908 2 жыл бұрын
Fractal handled the situation in a way that makes me even more happy to spend my money for their products
@heythatsprettygood6492 2 жыл бұрын
Mad respect for Fractal to actually be responsible about a recall
@sanderforpresident 2 жыл бұрын
“The issues with the NZXT one were… many” b-roll of case on fire
@TheXlen 2 жыл бұрын
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.
@OutOfNameIdeas2 2 жыл бұрын
The problem is that other companies does NOT learn this. They act like... Well, gigabyte.
@TheXlen 2 жыл бұрын
@@OutOfNameIdeas2 tbh Gigabyte has been this way as long as I've been into tech 🤷
@angryzombie8088 2 жыл бұрын
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.
@prisonerofthehighway1059 2 жыл бұрын
Still in the top 3 cases for my next build. Way to go Fractal! Gud Job!
@MysticalWafflez 2 жыл бұрын
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.
@utubby3730 2 жыл бұрын
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.
@struanmurray2625 2 жыл бұрын
"Less than 5" is a common term used for anonymising small numbers to prevent people being identified.
@joshuaford4460 2 жыл бұрын
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.
@hartsfire5706 2 жыл бұрын
awesome video ,, thank you for your time in bringing this to all of us.
@Kolor-kode 2 жыл бұрын
Just goes to show the pressure you're putting on manufactures is working. Thanks for the dedication and hard work.
@Xaltar_ 2 жыл бұрын
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.
@carpan144 2 жыл бұрын
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!
@chippsterstephens6800 2 жыл бұрын
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.
@jasongaunt 2 жыл бұрын
Fractal just gained a potential customer here for my next build for doing the right thing here. Bravo.
@someguy8365 2 жыл бұрын
This is the only channel where 20 minutes is a “short one”
@SirFlukealot 2 жыл бұрын
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.
@exero4738 2 жыл бұрын
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
@turskaparoni 2 жыл бұрын
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.
@Weretarantula5 2 жыл бұрын
It's always nice to see businesses taking responsibility and doing the right thing.
@Appalling68 2 жыл бұрын
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.
@bryaneisenhart 2 жыл бұрын
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 KZfaq. 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.
@Operational117 2 жыл бұрын
Seeing this kind of response is enough to compel me to make my next desktop tower a Fractal Torrent. The sheer quality of the product *coupled* with the swift and decisive response to a potential fault is worthy of the highest commendations!
@kuvos13 2 жыл бұрын
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! 🙏
@2CluelessProductions 2 жыл бұрын
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.
@FutureChaosTV 2 жыл бұрын
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-/
@henrik1743 2 жыл бұрын
Same
@Phreaksy 2 жыл бұрын
@@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
@Adam_Lynn 2 жыл бұрын
Just got my replacement 9P slim fan hub in all its through-hole plated glory. Thankyou for bringing this to my attention GN
@iamfearitself1465 2 жыл бұрын
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!
@JaytheJaskonian 2 жыл бұрын
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
@Tubes78 2 жыл бұрын
This actually makes me more confident in the case. I'll wait for the new batches and buy one. Was going to buy a new case in about 2 months anyway.
@MegaAssasin47 2 жыл бұрын
very impressed with that customer service. Really nice to see.
@POLO9999 2 жыл бұрын
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.
@velinion1 2 жыл бұрын
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.
@dvlmc 2 жыл бұрын
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.
@Darkxelblack 2 жыл бұрын
I just bought the case because of your last video about the case. Now I see this video ... Thank you for the Information and thank you Fractal for the fast response.
@Bender24k 2 жыл бұрын
We need you to test stuff. Thanks. Kudos to Fractal - I will remember who to trust & who to bypass.
@Cunning_Jester 2 жыл бұрын
I was already considering ordering one, Fractal it’s being real, when they get fixed I’m definitely ordering one!
@TheCrash1983 2 жыл бұрын
same here my next build is going in one of there cases
@josephschultz4097 2 жыл бұрын
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
@mathiascarlsson5746 2 жыл бұрын
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.
@xTBx 2 жыл бұрын
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
@iamatlantis1 2 жыл бұрын
Yeah I'm not going to lie, after seeing this case again I'm wanting one more.
@IsaardP 2 жыл бұрын
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!
@phlogistanjones2722 2 жыл бұрын
THANKS STEVE! I had been looking into purchasing a Meshify for a new build (since your reviews of it were good) but they are in thin supply. THEN you did a review of the Torrent and I thought *THAT* is the case I should get! Seems they are a new product and still thin in the channel so AGAIN I was waiting for availability to pick one up. NOW they are being recalled but the respectable actions of Fractal made ABSOLUTELY CERTAIN that I will get one of these when I can **FINALLY** get one. A great situation that my build gets better and better because Fractal is making things better faster than I can buy them. How can I be upset over that? :)
@RayWelpott Жыл бұрын
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
@IanSlothieRolfe 2 жыл бұрын
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.
@jaredmulconry 2 жыл бұрын
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.
@mookiie 2 жыл бұрын
Thanks for the heads up on this, building new pc with this case, so I’ll pull the 9p and see how I get on with getting a replacement. This may have saved me a load of heartache. 👍 I’ll take it to work and see where the issue is.
@Millenia3D 2 жыл бұрын
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.
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