I’ve never found myself in this situation before: Being forced to publicly shame a company. But here I am, and the company is THOR ZONE. The small SFF case manufacturer from Sweden with the MJOLNIR, NANOQ and TETRA case in their lineup. And believe me, there is nothing I want more than for this to have a happy ending and to support the company that made a case I fell in love with.
Here’s my story:
2021.05.12:
I ordered my MJOLNIR as part of the second wave of orders. The prize tag: 370€ shipping included.
2021.12.21:
I received my MJOLNIR case. Unfortunately it came with multiple damages: A dent in the main frame, and scratched off/ missing anodization on one of the panels.
I made my complaint the same day, including pictures and the following line:
«Isn’t it also a thing if one where to replace only one part that the anodization be noticeably different for the part as it changes slightly from batch to batch? Anyway, I'll leave it up to you to decide the best course of action.»
Note: In the beginning, they themselves said they had a lot of difficulties with consistent results from the anodization process, and as a result all the parts for a case had to come from the same batch to match.
2021.12.28:
Their response:
2023.09.08
I finally received my replacement part. I say part, because even though I notified them about two issues, they only sent me a new frame, not a replacement for the panel. To my despair my fear of mismatch had come true. Since they only chose to replace the damaged frame, the other parts didn’t match the new frame.
I again sent my complaint with images.
2024.01.16
After four months and no reply, I emailed them again.
2024.04.05
After still no reply I sent them another email.
2024.04.05
They finally responded, but with an excuse and an offer I could not believe:They finally responded:
2024.04.05:
I sent them my reply:
2024.07.31:
After not hearing anything back from them I sent another email:
They are now ignoring me.
In total, I have now waited 1356 days since I ordered the case.
Present day:
They have not responded to my emails. Instead as a spit in my face I receive promotional emails for their new NANOQ and TETRA case just to let me know they still have my email address. I know it is only a visual thing, but that was their whole sales point: a premium looking case that sets itself apart from the rest of the marked by its looks. And a case I paid a premium price of 370€ for!
As of now it is clear to me that they have moved on to better and greater things than to rectify my situation. That is why I am sharing my story. So that it’s not just a private matter they can ignore. I hope they are caring for their new customers in a much better way, but I must warn everyone who wants to buy a case from THOR ZONE that you really are rolling the dice with a customer service this bad. You might end up as me: Paid for one of the markets priciest cases, with a far from premium result, and four years of waiting and being ignored.
If anyone in this community have any recommendations as to what more I can do, I am all ears. I only want a solution to my situation:
Here’s my story:
2021.05.12:
I ordered my MJOLNIR as part of the second wave of orders. The prize tag: 370€ shipping included.
2021.12.21:
I received my MJOLNIR case. Unfortunately it came with multiple damages: A dent in the main frame, and scratched off/ missing anodization on one of the panels.
I made my complaint the same day, including pictures and the following line:
«Isn’t it also a thing if one where to replace only one part that the anodization be noticeably different for the part as it changes slightly from batch to batch? Anyway, I'll leave it up to you to decide the best course of action.»
Note: In the beginning, they themselves said they had a lot of difficulties with consistent results from the anodization process, and as a result all the parts for a case had to come from the same batch to match.
2021.12.28:
Their response:
2023.09.08
I finally received my replacement part. I say part, because even though I notified them about two issues, they only sent me a new frame, not a replacement for the panel. To my despair my fear of mismatch had come true. Since they only chose to replace the damaged frame, the other parts didn’t match the new frame.
I again sent my complaint with images.
2024.01.16
After four months and no reply, I emailed them again.
2024.04.05
After still no reply I sent them another email.
2024.04.05
They finally responded, but with an excuse and an offer I could not believe:They finally responded:
2024.04.05:
I sent them my reply:
2024.07.31:
After not hearing anything back from them I sent another email:
They are now ignoring me.
In total, I have now waited 1356 days since I ordered the case.
Present day:
They have not responded to my emails. Instead as a spit in my face I receive promotional emails for their new NANOQ and TETRA case just to let me know they still have my email address. I know it is only a visual thing, but that was their whole sales point: a premium looking case that sets itself apart from the rest of the marked by its looks. And a case I paid a premium price of 370€ for!
As of now it is clear to me that they have moved on to better and greater things than to rectify my situation. That is why I am sharing my story. So that it’s not just a private matter they can ignore. I hope they are caring for their new customers in a much better way, but I must warn everyone who wants to buy a case from THOR ZONE that you really are rolling the dice with a customer service this bad. You might end up as me: Paid for one of the markets priciest cases, with a far from premium result, and four years of waiting and being ignored.
If anyone in this community have any recommendations as to what more I can do, I am all ears. I only want a solution to my situation:
- Take the whole case back and give me a new, where all the parts match.
- Take the whole case back and give me my money back, so I can buy a case that is complete.
- Present a solution that is better than 50$ off of a new case from your lineup, when I have already paid you a 370€ and not received what you promised.
