Source: GamersNexus
If you haven’t heard it by now, the NZXT H1 chassis is a fire hazard and has been put on display on fire several times. Even with multiple issues in the case design, NZXT thought it would be enough to provide a replacement nylon screw, which was a stopgap that was advertised as a fix in NZXT’s initial statement. After many attempts to address the issues, NZXT issued a product recall and a public apology for mishandling the issue.
The screw on the H1 can enter the 12V PCIe lane and cause a short, causing a fire
The problem with the case design was that the metal screw for the riser cable could enter and expose the 12V PCIe lane and cause a short circuit. The screw was too close to the 12V PCIe lane and this is a fire safety hazard. In the video below, you can see the fire safety risk with the enclosure as it ignites within a minute of turning on power.
In a quote from NZXT in a Q&A, the first problem is mentioned below:
Our design, engineering and QA processes missed improper clearance on the 12V power face in the PCIe Riser Assembly PCB. This can pose a fire hazard if the mounting screw contacts the 12 V supply face in the PCB.
While NZXT is offering the nylon screws as a solution, NZXT is working to fully repair the case and will be recalling and removing the case as an offer. Even NZXT realizes that the nylon screws are not the complete solution to the problems, but will not admit that the screws could still pose the danger.
– NZXT (@NZXT) January 30, 2021
In the same Q&A, NZXT said:
Yes. The nylon screw set solves the problem, but it does not solve the root cause. If the nylon screws are ever replaced with metal, there is a risk of fire.
But when asked why they do it, they replied:
We want to prevent any recurrence in the event that someone replaces the nylon screws with metal screws in the future. The aim is to guarantee safety throughout the life of the product.
The transparency is only partial here, as using the nylon screws can cause the same problem as metal screws over an extended period of time. Even if the nylon screw may not go that deep, using the screw repeatedly while upgrading can still enter the 12V PCIe lane and still cause the same problem.
GamersNexus goes on the attack, calling out NZXT for their inadequate response to a major defect
Finally, after 1 year, the NZXT H1 is finally being looked at for its dangerous design, but this is not without some backlash from NZXT. GamerNexus was leading the issue with NZXT and was in direct contact with NZXT. From what we heard from them, they weren’t too happy with how NZXT responded to them and how they handled the issue. GamersNexus video below goes into detail about the issues with the case.
GamersNexus has discussed that they are unhappy with how they were initially met and said this in a statement:
NZXT published its statement after we gave them a courtesy message. Rather than speaking candidly with us, the company ignored us for seven days, and when I personally emailed the CEO, we got a trash can response that challenged us. NZXT then posted a twitter statement that is clearly an attempt to get ahead of this story – but it’s still not satisfying for us. This is a serious problem.
In the Q&A with NZXT, their answer to the question “Will you proceed with a formal recall?” NZXT said:
Since November 2020, we have been working closely with the US Consumer Product Safety Commission (CPSC) on a formal recall. We will share this with you directly once the official recall is announced by the CPSC.
After 1 year of a malfunction in the market, NZXT finally owns the issue and is working to fix it, but this should have been resolved sooner. NZXT CEO Johnny Hou issued this letter of apology:
To our community,
We are sorry.
The nylon screws were not the complete solution to the H1 fire hazard; they have not addressed the root cause of the problem. We did not consider scenarios where someone could unwittingly replace the nylon screws with metals. Our execution did not meet the quality that our community has come to expect from us.
We will be removing the H1 from the NZXT Store and NZXT BLD. We are going to ship redesigned PCIe Gen3 Riser assemblies for the current H1s and we are going to help with the installation for those who need it.
In the future, we will establish more robust and thorough design processes. From initial designs, quality control to additional testing, we are committed to quality in both our products and our response to your concerns.
We would like to thank Steve from Gamers Nexus. He and his team brought to our attention the issue of someone replacing the nylon screws with metal screws and highlighted its urgency.
NZXT also stated in the apology above that they have withdrawn the product from the store, but that has not happened yet. GamersNexus on Twitter is working to fully confirm that the recall will actually take place as it has been “in the works” for three months. Below is the subtweet where GamersNexus works to see if NZXT’s recall claim will actually materialize.
We want to make sure that the CPSC actually goes ahead with this recall. NZXT has claimed it has been working on it for 3 months so we want to make sure it becomes a reality. It can help to like the tweet below or tag the CPSC accounts to reply to it. We have already submitted a report. https://t.co/Oe9fVtsKC5
– GamersNexus (@GamersNexus) February 2, 2021
GamersNexus took a positive outlook on the apology, but remains determined to see if the recall will take place. Hopefully the recall will actually happen and the case will be removed from the store. NZXT is still a solid case vendor, but this was an issue blown out of proportion due to NZXT’s lack of due diligence
Overall, the whole situation with how NZXT handled the H1 case error has created a PR nightmare for them. We all hope the situation can be resolved quickly and hastily, and NZXT can move forward and continue to make great business while making sure they are safe.