I too have had great customer support from Fractal. If other companies want to keep customers happy they should take a page out of fractal's book.

Also nice guitars.

 

I also have had good support from Fractal. I had a Core 500 ITX case which I used for a build for my girlfriend, but also a cooler master Elite 130 which I wanted to mod and relocate the PSU to the front/bottom of the case and install a 240 radiator on top. None of the PSU extension cables were oriented in the direction which would work with my PSU, but the one from the Fractal would. I contacted Fractal, and they sent it over. I dont remember if I paid anything for the shipping, but they didnt ask for payment for the cable (because I had the Fractal Core 500).

I have purchased 4 Fractal cases now, and consider them above others due to their support. I have had poor support from Tt when I had an issue with a case.

 

Not really sure why they didn't at least charge for the panel and shipping. It's not like you had any remaining warranty on it, or that it would be covered anyway since it is physical damage. Seems like a poor business decision which will lead to gradual losses over time.

But hey, I'm not the one running their business, so whatever.

 

I know, right. Especially since it was 100% my fault. I'd kind of expect a free part if it was a manufacturing error or something under warranty. Maaaaaaybe shipping damage.

I guess their numbers must show customer retention offsets the part and shipping costs? Then again, their cases are fairly pricey. To me, good CS is always good value though.

 

try dealing with Asrock and/or Gigabyte if you want the polar opposite

Fractal Design, G.Skill, and Mushkin CS has always been A+ for me.

 

try dealing with Asrock and/or Gigabyte if you want the polar opposite

Fractal Design, G.Skill, and Mushkin CS has always been A+ for me.

there's no such thing as Gigabyte customer support what are you talking about?

 

I have had a few problems with both my Define 7 XL and Meshify 2 XL like the stand off´s being messed up in one and screws missing from the other and both times i sent an email to Fractal Design they sent me a bag for free of what i needed which is great

Even got a Define 7 XL side panel for my Meshify 2 XL as the lack of nosing damping in the Meshify 2 XL drove me nut and i was about to replace it with another Define 7 XL but they gave me a Define 7 XL side panel which fixed some of the noise problems

Overall great CS them and Phanteks have been good when it came to helping with fixing problems on their products which is not something i can say for some other companies that pretty much tell you to sod off

 

Agreed, Fractal Design is amazing when it comes to customer support!

 

Its good CS but it was a user error and they lose money doing this.

When I accidentally broke my 200mm thermaltake case fan, and tried seeing if they would do anything, they wouldn't even reply. I still buy their cases because no one else makes anything suitable for my needs, only Thermaltake seem to.

 

A customer who has had a complaint/issue dealt with to their complete satisfaction is 5 times more loyal to a company than a customer who has never had an issue.

 

The best CS I've had has been from case companies. NZXT once, I bought an H440 and let it sit for a few months waiting for some parts. When I opened it, I realized I bought one with no window. Messaged them asking if I could buy a side panel and explained what happened and they just sent me one for the cost of shipping. Another time was Antec, had one of their Overture cases with a backwards 380w PSU in it. Worked fine on my system until I upgraded and the PSU was boot looping my Abit S939 board. They couldn't replace the PSU as they didn't have any standalone units with the backwards config so they sent me a whole new Overture II with a fixed PSU. They could have just said it wasn't an issue with the PSU and left it at that but they went way above.

 

Fun fact: my 5000d side panel literally just shattered one day after benching. Legitimately just, out of nowhere, crumbled into pieces still connected to the rest of the case. I contacted corsair support and they said there were none in stock and to sign up for stock alerts on their website. Fast forward about 3 months of no stock later and I got a message. Yay! Went to order one and it turns out that it couldn't be shipped to Canada. My fault for living in a country that isn't the US I suppose. Ended up throwing the case out and swearing off corsair products for good after having previously been burnt on a 200$ keyboard.

So, what does this have to do with your post? Companies should definitely get their props for treating their customers right. When you feel like a company goes above and beyond for you, a single customer, that says a lot about how they act as a whole. Good on fractal.

 

That cracked glass side panel looks pretty cool to be honest lol.
Super surprised you got it for free. You can sort of expect the panel for free since they would of made 3-4X more side panels then cases expecting them to get broken.
But not the shipping.

 

You might be interested in 'crackle glass' furniture:

Crackle Glass Worktop & Ice Glass - The Glass Warehouse

The Glass Warehouse specialise in a range of glass types, one being crackle glass available in a variety of colours. See our Crackle Glass online!

www.theglasswarehouse.co.uk

They use 3 panes of glass and crack the one in the middle.

A single pane of cracked glass though is a huge hazard.

 

Speaking of good customer service outside of cases i think Noctua has been some of the best

I have had to email them for missing fan clips once or twice and a lot of times for new brackets and i have not always been able to find the receipt for my Noctua stuff but i always keep my boxes so taking a picture of the box and with a little note next to it with my name and email has always worked

I remember one of the times i talked to Noctua support many years ago that he asked for advice from me since i had an Oppo Blu-Ray player and it was in the picture behind the CPU cooler box and he asked me some questions about it and he said he wanted to get one

Still have that player and i still use it from time to time just a shame that Oppo stopped making Blu-Ray players because there has never been anything better since

Every time i have had problems with CPU coolers other than Noctua the customer service was always piss poor compared to Noctua with Cooler Master standing out as one of the worst

 

Watercool, Noctua, Lian Li.. all three have had excellent CS when I've had questions or issues.

 

Glad to see this as I choose a Fractal Torrent as my new case replacing my Rosewill Thor V2 that has seen multiple build variations

 

I'm one of those "my PC needs to be a big black brick" people (hence my choice of a Define R case), but damn, the Torrent is one sexy design. Just enough flash to give it some character, and still not overbearing. And it performs well too. Hope you'll be happy with it!*

*and if you're not, send it my way 🤣