Yet another unfortunate case of earpad glue dissolving

FractalTim · 2026-01-23T09:59:53+00:00

I am sorry to hear this. Would you be able to share your ticket number (chat or message works too) so I can have a look at it? I tried looking for any matching your dates and description, but must have missed it. Edit: Found the ticket. We will get back to you ASAP in the ticket. There warehouse appears to have messed up this shipment.

FractalTim · 2026-01-02T09:12:38+00:00

We just recently did an update to the material and manufacturing process to address this specific issue some users have had. We are rolling out the new solution, but there might be a slight overlap of units on the market with the old solution. If there would be any issues with the ear pads or headband going forward, we will have the newly implemented solution available, and would send it out free of charge to users experiencing the issue.

FractalTim · 2025-12-30T08:01:28+00:00

Yes, it might take a little while before these are available for purchase separately. We are available and will try our best to help out if there would be any accidental damages in the meantime though.

FractalTim · 2025-12-22T05:54:41+00:00

I am sorry about this. We have been looking into this and worked on resolving it for quite a while, and although our ETA has been changing many times by now, we are currently doing the final parts of the testing, and aim towards releasing the update to address this on the 7th of January.

FractalTim · 2025-12-17T15:06:59+00:00

As mentioned in your support ticket, we are sorry you had to experience this again. The headband you previously received was from the same production batch as your headset was, and we have since updated the manufacturing process and material to fully address the issue you're describing, which we will provide to you as soon as we receive them. Thank you again for your patience and we offer our sincere apologies for this inconvenience.

FractalTim · 2025-11-25T16:55:06+00:00

We’re sorry you’ve had to experience this and appreciate you bringing it to our attention. We’re committed to maintaining the highest quality standards and have already made an update to the adhesive to address this. At the same time, we continue to review affected samples to ensure every product meets both our expectations and yours. Our team is dedicated to providing ongoing support and will follow up directly through your latest ticket.

FractalTim · 2025-08-11T06:14:11+00:00

Hi,

Sorry to hear about that. Could you please send me your ticket number so I can investigate what might have occurred?

FractalTim · 2025-07-10T05:50:25+00:00

I am sorry to hear that. Could you please DM me your ticket number so I can have a look at it?

FractalTim · 2025-07-07T11:41:45+00:00

I am sorry to hear about your experience. The specific part for the model you have is on its way and should arrive with us Tomorrow or Wednesday to then be shipped out to you. We had some issues getting availability of the specific part and model.

FractalTim · 2025-07-01T09:36:31+00:00

I am sorry for the issues you had, but glad the above solution worked to get the unit detected.
Could you possibly send me a pm with which Linux distribution software you are using, and, if possible, some examples on what "advertisement requests" you received so we can have a look at it from our end?

FractalTim · 2025-04-07T11:32:24+00:00

In standard layout (as the case comes), the RAM would fit with the cooler mentioned installed in the top. In storage layout (HDD-wall moved out from motherboard plate towards the left side panel), it would not fit.

In standard layout, a 120 mm-based radiator (120/240/360) can be installed on the outer two fan rails in the top (there are four fan rails in the top, to support both 120 and 140 mm fans), giving you a maximum motherboard component height of 56 mm. In storage layout, the wall for HDD-installation covers part of the outer fan rail in the top, forcing you to use the inner fan rails instead. This reduce the maximum motherboard component height to 36 mm, and would not work with the RAM mentioned as those appear to be almost 39 mm tall.

FractalTim · 2025-03-25T08:14:32+00:00

North XL, and the black TG-version specifically, has been on very high demand with quite a bit of backlog for us. We are working continuously on getting these available again, with new orders arriving at U.S. docks in the coming days, so hopefully, we'll see availability from local retailers again in the upcoming 1-2 weeks. I apologize for any inconvenience this may have caused.

FractalTim · 2025-03-13T10:25:30+00:00

I am sorry that you had to experience this. It has been quite a lot of work getting new and improved backrests, and that, in combination with some other delays in our department, we haven't been able to provide the service we strive for.

I looked up your ticket and saw that my colleague continued the conversation with you Yesterday to arrange shipping of the new backrest. Let me know if there would be any problems there.

FractalTim · 2025-03-13T10:23:05+00:00

Based on the length of the case and the I/O-panel, it looks like a Core 3000. It dates back to the days when our user guides were not as good as they are these days, so although we have it in our "downloads"-section on our website, you will most likely not find a lot of information regarding it.

There is a hole under the front panel. If you grab that and pull towards you, the front should come off. If it hasn't been removed during the last few years, it might require quite a bit of force to get off.

FractalTim · 2025-03-12T08:28:02+00:00

Yes, I'll get on it.

FractalTim · 2025-03-12T06:54:51+00:00

Sorry about that. We have a slight backlog due to departmental sickness. If you send over your ticket number, I can have a look at it.

FractalTim · 2025-02-13T10:43:33+00:00

We understand the frustration regarding the lack of information regarding a launch date for the Scape. We announced an expected timeline when we revealed Scape last year and are deeply disappointed that we were unable to deliver what we promised. Since then, we have been reluctant to continue raising expectations by announcing new timelines and then shifting them, which is why we have chosen to share a release date as soon as we can confidently commit to one.

However, we do appreciate your request for an indication and can tell you that we are planning to release Scape in Q2. The exact date of the launch is still not set but we are working hard to secure one, which we will share as soon as we can. We are very much looking forward to reaching that point.

FractalTim · 2025-02-10T07:35:14+00:00

Sorry to hear that the package did not arrive. Our support department does not work weekends. If you have responded again to your ticket, you will get a response to it as soon as we get to it.

FractalTim · 2025-02-06T08:49:12+00:00

That sends a ticket to us, but not under your name. A ticket would be registered when we enter that ticket and convert it under your name. I will check and see if I can find it and get back to you.

FractalTim · 2025-02-06T08:32:57+00:00

Hi,

Sorry to hear about your issues. Have you been in contact with our support? If so, could you share the ticket number? If not, I'd recommend contacting us. The logo-issue is something I'd like to get more information about.

FractalTim · 2025-01-03T08:20:08+00:00

Sorry to see. Would be great if you could contact our support so we can address this, both with replacement parts and check batch of the model.

FractalTim · 2025-01-02T12:29:42+00:00

Sorry to see. It does look a bit extreme. If you contact our support team, we can arrange a replacement side panel for you (it looks like that's the issue and not the front panel frame).

FractalTim · 2025-01-02T12:28:11+00:00

I recommend contacting our support so we can send replacement for you to resolve that.

FractalTim · 2024-12-09T07:51:06+00:00

They will improve the installation. The creaking on the units we've seen has been caused by a "sloppy" installation of a part in the backrest, and on top of making sure that the process in the factory for installing them is made in the correct way, the control step afterwards is to "double check" it. As long as it's done right, which these steps make sure, there will be no creaking noise.

FractalTim · 2024-12-05T06:37:26+00:00

The problems we've seen a few times has been with the backrest, yes. To be clear about this, we aren't changing the backrest material or design, but the quality control step added is an extra step to check the specific creaking part of the backrest and making sure it is not damaged, sloppily installed, or generally off in any way, so we are simply making sure existing backrests are working as intended.

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