Great customer service! Thank you :)
Great customer service! I contacted Fractal and received a response within the first 24 hours. After providing them detail about what happened and what I needed, they approved my request and sent me out a replacement panel for my Fractal Ridge free of charge. It was sent with tracking and arrived safe and well. Excellent customer service so I’ll be staying a loyal customer to Fractal Design going into the future.For anyone interested, I did a mod on my Fractal Ridge and drilled some holes out before realising that I didn’t need to drill the holes out to fit the fans that I wanted to fit. This was completely my fault and no fault of the design of the Fractal Ridge case. Despite this being completely my fault and me advising their customer service of what I had done, they still approved my request and replaced the panel for me. Can’t beat that sort of customer service. Thanks again guys!
Aaron
Excellent customer service
Excellent customer service, including support even after the warranty period. Although my PC case was long out of warranty, after contacting support I was able to get a replacement part completely free of charge. Highly recommended. Great products and exemplary support.
Krzysztof
Fractal define nano s front panel replacement
I had a broken piece on the front panel of my PC case and received a very fast response from the support representative. I had to provide the case details, serial number, and send a few pictures of the broken part. The replacement was sent to me within 2–3 days and arrived brand new, with good packaging. I think the support is top-notch.
ilacle
Great customer support
The cases look great, but some parts can break easily, such as the audio ports on the front. Contacted customer support, and replacement parts were sent free of charge.
Adam
I bought pre-used fractal define R6…
I bought pre-used fractal define R6 case but there was no hdd rubber grommets included so I contacted fractal from their website. I gave serial number of my case and my info and they sent me pag of rubber grommets for free. I was very pleased.
Topias Meriläinen
Customer Support Good Standard
This company makes some of the best pc cases I've ever used for the custom PC builds I've done (6+ under my belt)I've bought 3 main types, the Meshify C, Meshify C Mini and another type I can't remember the details of but essentially, large medium and small versions of the same series.Over the years some parts have needed to be replaced for various reasons and each time I've gone to source them I've not been able to find a parts vendor.When I've reached out to Fractal, I've asked to buy them and each time they've been sent to me without charge.Now they're not exactly expensive parts even with shipping and time to send them, but the company doesn't have to help me, the fact they do and the fact the reps are so quick at it really makes a world of difference to me.As far as I'm concerned, with such good customer service, and with their attitude of support to customers being so positive, I'm going to keep buying my cases from Fractal for as long as I keep building custom machines (so probably another 20 years).I've already convinced a couple techie friends to get their cases from FD and I'd fully recommend them to anyone.
LV
Fractal Design going above and beyond
In a time where it is getting hard to get tech companies to honor their own warranties, what we have is a company that transcends all.My Define R6 case had an issue with the power button which after 9 years of daily use did not come as a great shock. What did shock me was Fractal's support staff who once notified of the issue jumped straight to it. The case is over 9 years old. Had they asked for money I would have been only too happy to cross their palms with silver. However they asked for nothing beyond my postal address to send a replacement part.I feel the least I can do for them is write them a suitably rewarding review. I know who will be supplying my next pc case!!
A A
Excellent spares support
I bought a used Fractal Design PC case which is really nicely made, solid and easy to work in. It was missing the accessory pack with anti-vibration grommets for the drives, nowhere sells them but Fractal support posted me one completely free of charge - a refreshing commitment to helping reuse components, and an indicator that their products are built to last.
Chris
Their support is fantastic
Their support is fantastic, had an issue with a chair I bought and they've solved the issue by replacing a part for me.Thank you to Daniel.
Mr V
Simply fantastic support, but poor quality control.
Simply fantastic support!Don't think I'll ever buy a case from a brand that's not Fractal.Edit:Bought a Fractal power supply, turns out it was faulty and would shut off the power for no reason.(Tested with an old, but known good BeQuiet! PSU, problem gone.)Not sure how it even managed to end up on the shelves, poor quality control.Probably will think twice before buying anything from Fractal next time.
Ta
Replacement Power button for R5 case
The power button on my fractal designs define R5 case and I enquired where I could find a replacement. Even though the case is discontinued Fractal customer service found me a replacement power kit and sent it out to me straight away free of charge. Kit arrived in 4 days and its now fitted and working perfectly. Cannot complain about the amazing customer service, I will be using Fractal Designs again in the future.
Rich
Customer service has been very helpful to me
I have a FD Meshify 2While using my very old YubiKey, something shorted and the USB slot stopped working.It was not clear if it was the fault of the USB or the YubiKey but they were concerned and sent me out an entire brand new module just in case.It was extremely easy as well to go through this process and they worked with me to get it done asap.So my experience has been quite positive.
Sam
Late shipments
very poor customer service with late shipments with no answers as to why its late
Kevin
Define cases - great longevity
I've been a happy user of 2 Fractal Define XL case variants for about a decade and now planning to buy a 3rd one now. I didn't have to deal with support which is a testament to their build quality. I don't even have a solid reason to switch out of them beyond pure convenience of selling the entire PC when upgrading platforms.With that said I'm not a huge fan of the rest of lineup, since it's functionally identical to what the rest of the market offers with big focus on looks and little on competitive functionality. Era is a fine example, as they moved the bottom dust filter removal to the back again (moving it to the front was the one common sense improvement people praised). Era offers interesting disassembly engineering (which I do appreciate), but I clean my dust filters at least 10 times more often than I open up my case.At least catch up with front IO support. Modern motherboards go as high as 9 front USB ports. Most Fractal cases have 2/3, with Define being the outlier with 5. Pop and North XL could AT LEAST match that.
L.
Aio replacement
Had a aio that wasn't cooling well and they immediately sent out a new one free of charge. Amazing customer support.
Saad El Habil Addas
The best customer service!
Fractal, What can I say! 10/10 customer service and quality products! After a mishap with water and the top IO of the Fractal Torrent, Reached out asking to buy a new IO motherboard/connectors due to being my fault. Fractal without hesitation they sent one out FOC... What a awesome company they are! Quality cases with customer service to match.
Josh
Top customer service
Somehow my front panel reset switch got borked and prevented my PC from booting. I sent them a short email explaining the issue. Next business day I got a reply. No worry about warranty, they didn't even ask me for an invoice. They just asked me for my address.7 business days later, the replacement part arrived.
Antoine Nuyens
"Premium" wanna be brand with poor service
Just got the Fractal North. Even its beautiful, the quality and materials are not that premium as the price is. But ok.Both Front fans does unnormal sound. Not very loud but hearable. They react fast to e-mails but with every e-mail they want even more information or things that i need to do. It seems they believe every customer tries to scam them to get free new fans. Or they're trying to get you to give up by sending more and more requirements.Its not the customer fault, if u put cheap fans in the cases. I mean both fans do strange sounds on their own. My other seperatly bought fans are perfect.
Daniel K.
Really good support
Really good support. Ask how i could find a component for my case and send it free of charge immediatelly. Excelent service from a trustworthy company. Pc case was out of warranty also.
Manolis Dretos
You get what you pay for!
Top support! Emailed them with an issue on my case and within an hour they replied asking me for a few details and proof of purchase and they would simple send out the part. WITHIN AN HOUR! Massive company with service like this. This is why I always buy fractal products!
WRIGHT
