Fractal Design Announces Replacement of Fan Hubs in Torrent Series PC Cases

[btarunr]

Fractal Design have an important message regarding the Torrent. Some reports of Fan Hubs damaged in manufacturing potentially causing a short-circuit have led us to re-evaluate the circuit board design. We remain committed to the quality of our products and the Nexus 9P Slim Fan Hub included with the Torrent does not live up to the standards customers expect from us. Our development team is working tirelessly to design and manufacture an updated version that will address these issues as soon as possible.

If you own a Torrent case, we ask that you unplug the Fan Hub (instructions available here) and fill in the form available here and a replacement kit will be sent to you as soon as possible. You can still use your Torrent without the Fan Hub, but given the compromised feature set, we are also coordinating with retail partners to enable a smooth refund process if you prefer not to wait for the replacement kit. We have temporarily stopped sales of the Torrent until the Fan Hub is updated. We sincerely apologize for your inconvenience.



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[FreedomEclipse]

If NZXT could have handled it the same honest and upfront way when it became apparent that one of their cases was a fire starter. People would love them even more.

 

[Fouquin]

This is how you respond to a quality complaint. Is it annoying that they had the issue? Yes. Are they up front and ready to address it without trying to hide it? Also yes.

Bare minimum support for their product and customers, and yet it stands out in today's market.

 

[SkullFox]

In stark contrast to Gigabyte and their exploding PSUs.

This is how you should do customer support.

 

[TheDeeGee]

Where are the Clear Side Panels for the Define cases?

Why are you forcing me to buy an entire new case just to get a different panel?

 

[TheLostSwede]

Where are the Clear Side Panels for the Define cases?

Why are you forcing me to buy an entire new case just to get a different panel?

Sorry, I think you have the wrong phone number.

 

[maxfly]

I've never trusted the cheap hubs with all of the pins exposed. Nothing about that seems safe. Hopefully the fix is more than loose rubber plugs that fall off if you bump the hub (swiftech)!
Glad to see Fractal on top of things and not half stepping like other companies that have been mentioned. This will go a long way in building and maintaining customer loyalty.

 

[MxPhenom 216]

Case has been pulled from Newegg too until the hub is fixed.

 

[freeagent]

Where are the Clear Side Panels for the Define cases?

Why are you forcing me to buy an entire new case just to get a different panel?

I wanted one for my white R4, but they only had black. Is it a bummer? Yes. Do I hold a grudge? Not anymore lol

But I still like their cases and have bought a few. And I will probably buy another one, after they get their hub sorted out

 

[maxfly]

Where are the Clear Side Panels for the Define cases?

Why are you forcing me to buy an entire new case just to get a different panel?

A little plexi
A little jig sawing or dremeling
A little time
Boom!
Window in your case.

 

[trsttte]

I hope they get some good coverage on their attitude, they did what should be done without beating around the bush and trying to excuse the issue.

A lot of people outside tech savy forums like this will see the news and think "oh so fractal design has problems, better get something else" which only rewards bad companies like gigabyte or nzxt for doing the wrong thing

 

[Kohl Baas]

A little plexi
A little jig sawing or dremeling
A little time
Boom!
Window in your case.

You might not noticed in the past 10 years, but a clear tempered glass sidepanel does not equals a hole on a sheet metal with some polycarbonate on it.

 

[maxfly]

You might not noticed in the past 10 years, but a clear tempered glass sidepanel does not equals a hole on a sheet metal with some polycarbonate on it.

Details details

 

[MrDweezil]

Considering the case just launched, that's pretty quick for even recognizing there's a problem, let alone offering a solution.

 

[Muser99]

A very savvy company!

 

[Gmr_Chick]

I hope you're taking notes over there, Gigablow (you too, NZXT). This is the PROPER and PROFESSIONAL way to handle a potentially dangerous issue with a product!

 

[Crackong]

Fractal gud
Gigabyte not gud

 

[Tardian]

This is just the minimum standard under consumer law in most countries.

 

[maxfly]

This is just the minimum standard under consumer law in most countries.

And the maximum being?

 

[Tardian]

And the maximum being?

Allocating a board member role to the aggrieved customer? Saying Sorry. ...

 

[Solid State Soul ( SSS )]

Its disappointing to see expensive cases like this go through manufacturing defects, at 190$ i expect no compromises, but its good they handle it how it should be, sucks for anyone who shipped this case overseas to a third world country, as warranty services wont bother with customers living in those regions

 

[Tardian]

Its disappointing to see expensive cases like this go through manufacturing defects, at 190$ i expect no compromises, but its good they handle it how it should be, sucks for anyone who shipped this case overseas to a third world country, as warranty services wont bother with customers living in those regions

IME there is absolutely no correlation between quality and price. Often the non-branded version of the item has been manufactured in the same factory to the same quality standards. There are examples where the best samples are cherrypicked by a big-name entity.

I find many of the really cheap items I have delivered to me free from China easily equal for my purposes to that of European or Japanese competitor products selling at 10-100x the price.

 

[nienorgt]

Oh noes, they robbed us from a GamerNexus investigation!

 

[AsRock]

Oh noes, they robbed us from a GamerNexus investigation!

But i am sure it will come up in one of his video's soon.

 

[Mussels]

Gigabyte should take note of how to handle a product recall...
edit: and NZXT!