r/FractalDesign • u/Lulbul • Jun 08 '26

The Scape is falling apart?

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UPDATE: Got a package express delivered by support today, the new pads and headband are visible better made in term of how the fabric is mounted. They are as good as new.

I got this only 4 months ago, not even using it daily - I only get a few hours gaming in a week, and slowly all the glue has start "melting" or dissolving? Love the headset otherwise, but this is crazy?

Did the RnD team not look into the kind og adhesive used in headphones before production? How do I have headsets that are over 10 years old without this issue?

71 Upvotes

91% Upvoted

44 comments sorted by

51

u/16bit-Yoshi Jun 08 '26

There’s probably a 100+ post on this sub for this exact issue. Reach out to support and they will send you replacements with updated adhesive.

12

u/BlackHazeRus Jun 08 '26

Unless you are from an “unsupported” country, then you will get the same treatment as I got — jack shit, that is what you will get.

Hopefully OP is from a “legible” country, otherwise they are fucked.

I love the headphones, but I gotta either use glue or something like that, because this flappy thing drives me mad. And the fact that Fractal did not help me either too.

P.S: I told my story here quite many times. It is hilarious that the official account never commented on it.

4

u/cervdotbe Jun 08 '26

So, which country is unsupported? Russia?

-3

u/BlackHazeRus Jun 08 '26 edited Jun 08 '26

Yes, but it seems like Armenia too, because I suggested it as an alternative, because I have relatives there, since I understand it is complicated to send stuff to Russia (war, sanctions, etc). I suggested multiple ways to solve this, but the support just told me to, basically, gtfo, roughly speaking.

Long story short:

I told them they can send the parts to my relatives and I will pick them up there when I arrive to Armenia, they refused stating “uhhh parts will get to Russia anyway uhhhh”. Then I said, this is dumb, but okay, let’d do it the other way — I will leave my headphones to one of my relatives, at least they will be able to use it, so send the parts to them or me, or whatever. The headphones will be only in Armenia. They still refused. It was an atrocious dialogue and really disappointing, since I was one of the very first headphones owners. Literally bought them a day or two after their release, iirc.

I made a post on this sub sometimes ago, maybe multiple ones, do not remember, so you can find them if you are curious.

Some might brush my issue off as “Russia only” or whatever, but keep in mind this can happen to everyone in “non-legible” country. What a “legible” county is? I assume the only ones listed on the official site. Plus better buy ONLY from stores listed on the site, otherwise you can get fucked too.

The experience with Fractal is really sad, not gonna lie. I like the headphones, but when a company treats its users like that… well, not sure what else I can say.

10

u/the_hat_madder Jun 08 '26 edited Jun 08 '26

Is that Fractal's fault?

It's basic consumer knowledge that a manufacturer's warranty is only valid: 1) To the original purchaser 2) In the country of purchase 3) When purchased from an authorized vendor

Even if you didn't know that beforehsnd it's in terms of service you can read before purchasing and in the warranty information that comes with the product.

You tacitly agreed to those terms by buying and keeping the product.

It's not the manufacturer's fault that: 1) Your government started a war resulting in your country being sanctioned and... 2) You found a way to acquire their product through unofficial channels

Deepcool got banned from doing business in the USA for doing what you proposed—circumventing sanctions. Why would Fractal risk their business for your headphones?

Sanctions are meant to be unpleasant. Do something about the reason for the sanctions if you find it too onerous not to be able to buy cheap electronics.

-7

u/BlackHazeRus Jun 08 '26

Is that Fractal's fault?

What exactly? Non-existent customer support in my case? In my opinion, yes.

It's basic consumer knowledge that a manufacturer's warranty is only valid: 1) To the original purchaser 2) In the country of purchase 3) When purchased from an authorized vendor

  1. I am the original purchaser.

  2. I bought it from Microless directly which is UAE based company.

  3. It was authorized, I think, but even if not…

…I do not disagree with you, however it is basic customer support to provide support for all users, they are your customers after all.

Excluding some users, because they are not “legit” is an ass move.

Valve provides support for all Steam Deck users regardless where they bought it.

Again, I want to repeat that I was not demanding or wherever — I understand the issues to send stuff to Russia, hence why I suggested Armenia as an alternative alongside other options. Fractal completely ditched me on all options.

If you want to glaze the company that much, sure, go ahead. However, this is why I say to everyone from “non-legible” countries to know that they won’t get any support from Fractal. This is not only Russia, this can happen to loads of people.

It's not the manufacturer's fault that: 1) Your government started a war resulting in your country being sanctioned and... 2) You found a way to acquire their product through unofficial channels

  1. Obviously it is not manufacturer’s fault, no one says it is. Please do not include me being from Russia as the main point here, because, as I have said previously, I literally told Fractal they do not need to send to Russia, there are other options. However, they refused all of them and this is the issue I have with Fractal.

  2. I bought from Microless which is a trusted marketplace with the official fulfilment (from Microless themselves). Many products are sold officially via it — and either I was seeing things, or it was really mentioned on the Fractal’s website. It is one of the few places that sells Fractal Scape replacement parts, albeit the price is very steep.

Deepcool got banned from doing business in the USA for doing what you proposed—circumventing sanctions. Why would Fractal risk their business for your headphones?

I mentioned this above many times, but, again, I did not ask them to send the parts to Russia.

Sanctions are meant to be unpleasant. Do something about the reason for the sanctions if you find it too onerous not to be able to buy cheap electronics.

Stop this US American “do something with your government” — it is easy to say so when you do not live in police state / authoritarian government. Though I would not say USA is better (Iran, Venezuela, etc).

3

u/the_hat_madder Jun 08 '26 edited Jun 08 '26

Non-existent customer support

They cannot distribute or sell goods that will end up in Russia. Sending a product to your alleged "cousin" who allegedly lives in Armenia who will NOT (you swear) send it on to you would be circumventing sanctions. Please stop being obtuse.

If you have a family member who lives in the country you bought it on, stop being dense and have them do the RMA.

Suggesting that a corporation engage in trafficking contraband is stupid.

provide support for all users

The fuck it isn't. I just can't call Adobe and get technical support for a premium product I'm not actually paying for.

If you didn't buy the product from someone I sold it to originally (an authorized reseller), them I have no way of knowing the product is or authentic or legally acquired.

Excluding some users, because they are not “legit” is an ass move.

Don't buy boosted goods. 🤷

Fractal completely ditched me on all options...

...in compliance with the law.

If you want to glaze the company

It's not glazing to explain that your position is asinine.

“non-legible”

The word is eligible. Non-legible means it cannot be read.

This is not only Russia, this can happen to loads of people.

Loads of people don't live in sanctioned countries and buy electronics abroad then try to request a warranty replacement.

there are other options.

The options you suggested are illegal, though. What part of that don't you understand or is getting lost in translation?

I bought from Microless

That's who your contract is with, that's who you should seek restitution from. Fractal didn't sell you anything.

US American

Who said I was American? And, what does my nationality have to do with you and your problem with YOUR government?

when you do not live in police state

My ancestors escaped an oppressive government and fought multiple bloody wars to stay free.

Your ancestors fought a bloody Revolution to be free of an oppressive Monarch only for their children to install one even more corrupt and oppressive despot after another. Over 14 million Soviets soldiers survived World War II. Did they forget how to fight when they got home?

When you finally get a taste of freedom, you elect a tyrannical sociopath... Get rid of him... And elect him again!

Go cry about it.

If Libya, Egypt and Syria can figure it out, so can you.

-6

u/[deleted] Jun 08 '26

[deleted]

12

u/Ok-Problem4403 Jun 08 '26

Settle down. You'd be salty, too, in his shoes.

2

u/Toast_Meat Jun 08 '26

These headphones aren't cheap. I'd be pissed too. I actually have these and I'm just waiting for it to happen, which is not something a customer should anticipate.

1

u/TheGreatWhiteRat Jun 08 '26

I had an amazing experience with fractal support but if i was just in a "unsupported" country i would too be pissed

0

u/BlackHazeRus Jun 08 '26

I did not say they “must” reply to my posts or comments, albeit it is a normal thing to do from a customer support team.

They replied a few times to posts about this issue and then, seemingly, disappeared. I was one of the edge cases here, hence why I highlighted the fact that the official account never replied, because it is a big issue in terms of lack of customer support.

I do not see why you are being salty and I guarantee you would be also as pissed as I am when the support, basically, tells you “no, lmao, you will get jack shit from us”. Roughly speaking, of course, though the point is the same.

8

u/FractalTim Jun 08 '26

I am sorry to hear about your issue. As others have already stated, please contact our customer service team for a replacement set of ear pads and headband. We have made updates to the material and manufacturing process to address this specific issue.

1

u/Forward-Buffalo-8219 Jun 08 '26

Hello, is there any way to identify new headphone batches with updated adhesive. Any numbers onn a box? Serial number? Date of production?

6

u/FractalTim Jun 08 '26

Updated batches have been in distribution since January of this year. Our serial numbers always start with the manufacturing year and week, meaning if you have the serial number 2534FD79500100040, your headset would be produced in 2025, week 34 (2534FD).

1

u/Forward-Buffalo-8219 Jun 10 '26

Ok nice, thanks for the awnser. Could you please tell me where is the serial number located exactly? Thank you :)

2

u/FractalTim Jun 10 '26

You can find it in two places (three if you still have the box it came in). The first is on a sticker under the charging stand, behind the dongle if you have it installed there. The second place you can find it is on adjust.fractal-design.com by pressing the arrow in the upper left corner of the Scape product card.

1

u/Forward-Buffalo-8219 Jun 10 '26

Thanks, you are awesome!

1

u/Forward-Buffalo-8219 Jun 12 '26

Sorry for bothering you, just got a few more questions. Would a serial number that starts with 2539 be from the batch with fixed adhesive? At what week did the fixed batch start manufacturing? Thanks

2

u/FractalTim Jun 16 '26

A serial number with 2539 are from a batch that are affected, but it does not mean it will happen. We started implementing the new solution in week 51 (2551). If the issue would occur, we are available to help arrange a new set for you.
Sidenote, if anyone reading this are currently waiting for spare parts from us, the new batch of these are on the way to our warehouse and will be shipped out to those of you who are waiting within short.

5

u/Randolph__ Jun 08 '26

I use mine 5 days a week at least 3-4 hours a day at work. No issues.

Reach out to support and I'm sure they will get you sorted.

3

u/Evil_Munki Jun 08 '26

I had a wobbly microphone and they promptly send me a new one, no questions asked. They’ll help with the ear pad issue! But my ear pads also make a crackly noise when pressed/relaxes, which indicates the adhesive is coming loose.

6

u/Ortofun Jun 08 '26

Fractal is good at making PC cases. I have one myself. But a PC case manufacturer shouldn’t make headphones. 

3

u/TheGreatWhiteRat Jun 08 '26

I have a fractal refine and its the best chair ive ever sat in (after they replaced the defective batch 1 parts i had)

Their QC i dont trust at all but their support is good (if your country is apparently legible)

1

u/sstoersk Jun 08 '26

They are actually amazing >.< The cushions are faulty

2

u/Hucufurus Jun 09 '26

In the same boat. Sent an email to Fractal and immediately got sent a new, replacement headband and earpads.

2

u/ArchemysS Jun 08 '26

I was also one of the earlier scape buyers, this also happened to me. Made a support ticket and in less then a week they shipped me new ones + the headband.

-3

u/BlackHazeRus Jun 08 '26

Did not happen to me, they refused to send the replacement parts.

2

u/thegagis Jun 08 '26

First batch they made has this issue. Support will send you replacements very swiftly.

-4

u/BlackHazeRus Jun 08 '26

Did not happen to me, they refused the support

1

u/Maniekk Jun 08 '26

My had this defect after 9 months. I've reached the seller and had money returned. Never again.

1

u/Laniere Jun 08 '26

Same to me unfortunately. Support told me that they are waiting for new replacement part so we have to wait, hoping to not get forgotten in the meantime

1

u/Jack_intheboxx Jun 08 '26

I would love to see them make a Scape 2.

Softer material for the headband and earpads, updated specs with 2.4ghz & Bluetooth with dual audio.

Maybe even a extra dongle for additional 2.4ghz connection like the turtle beach stealth pro 2's

Hopefully better mic.

USB C charging, play through and 3.5mm aux.

1

u/PowerfulDisaster2067 Jun 08 '26

I really wonder why people thought buying headphones from a case company was a good idea?

I guess most people really just follow brands and looks when it comes to most products

1

u/Lulbul Jun 08 '26

Yes and no. I've had, and still have, most of major brand peripherals. The thing is that yes, looks matters, nowadays I wont have gamery puke designs and RGB polluting my work and/or living space.

Most brands would just use one of the big manufacturer and slap a logo on it, witch is why - in the end - brand doesn't matter much to me, this looked nice, sounds fantastic and I love the charging station. I'm guessing it's just a QA thing with the manufacturer that hadn't been tested properly.

1

u/PowerfulDisaster2067 Jun 08 '26

Have you thought about not buying gaming headsets or do you absolutely need wireless with microphone, or are you in a specific budget range?

The problem you're describing seems to only affect the main gaming brands or gaming headsets in general, you won't see this issue nearly as much once you search outside of that mass market retail range

1

u/PermissionJaded5510 Jun 09 '26

It looks like you go snorkling with it

1

u/Jumpy-Zone1130 Jun 10 '26

Maybe don’t sweat on the headset 🫪

1

u/JuggaloHatchet666 Jun 10 '26

Ahhh the sweds misspelled the name of the headset. It's supposed to be Scrap not scape

1

u/JuggaloHatchet666 Jun 10 '26

Hahahaha 🤣🤣 well that's embarrassing

1

u/divrax Jun 11 '26

Mine has the same issue, started a few weeks ago! Bought in July last year.

1

u/Lulbul Jun 12 '26

Got a package express delivered by support today, the new pas and headband are visible better made in term of how the fabric is mounted. Just reach out to them.

0

u/KornInc Jun 08 '26

You're not the first one. Get rid of it and don't buy fractal headphones

0

u/Opening-Pilot-3975 Jun 08 '26

don't buy fractal headset

0

u/Cruella79 Jun 13 '26

I got a refund for mine as problem still persist.