Source: GamersNexus
If you haven’t heard, the NZXT H1 chassis is a fire hazard and has been shown on several occasions on fire. Despite several problems with the design of the case, NZXT thought it would be enough to provide a replacement nylon screw, which was a palliative announced as a solution in NZXT’s first statement. After many attempts to address the problems, NZXT issued a product recall and a public apology for the incorrect handling of the problem.
The screw on the H1 can penetrate the 12V PCIe track and short circuit, causing a fire
The problem with the case design was that the metal screw on the riser cable could penetrate and expose the 12V PCIe track and cause a short circuit. The screw was too close to the 12V PCIe track and this is a fire safety risk. In the video below, you can see the risk of fire with the box, as it ignites in less than a minute after being turned on.
In a quote from NZXT in a question and answer session, the initial problem is stated below:
Our design, engineering and quality control processes lost an incorrect gap in the 12 V power plan on the PCIe Riser Assembly PCB. This can cause a risk of fire if the mounting screw contacts the 12 V supply plane on the PCB.
Despite offering nylon screws as a solution, NZXT is working to repair the case completely and will recall the case and remove it as an offer. Even NZXT knows that nylon screws are not the complete solution to problems, but it does not admit that screws can still create danger.
– NZXT (@NZXT) January 30, 2021
In the same Q&A, NZXT said:
Yes. The nylon screw kit fixes the problem, but it does not solve the root cause. If the nylon screws are replaced with metal screws, there is a risk of fire.
But when asked why they are doing this, they replied:
We want to prevent any danger from returning in the event that someone replaces the nylon screws with metal screws in the future. The objective is to guarantee safety throughout the product’s useful life.
Transparency is only partial here because the use of nylon screws can create the same problem as metal screws for a long period of time. Even if the nylon screw is not as deep, repeated use of the screw during the upgrade can still penetrate the 12V PCIe track, causing the same problem.
GamersNexus goes on the offensive and calls NZXT for its lackluster response to a major defect
Finally, after 1 year, the NZXT H1 is finally being examined for its dangerous design, but that is not without some obstacle from NZXT. GamerNexus led the problem with NZXT and was in direct contact with NZXT. From what we heard from them, they were not very happy with how NZXT responded to them and how they handled the problem. The GamersNexus video below addresses the issues with the case in detail.
GamersNexus commented that they are unhappy with the way they were initially received and said this in a statement:
NZXT published their statement after we gave them a courtesy notice. Instead of speaking frankly to us, the company ignored us for 7 days, so when I emailed the CEO in person, we received a useless PR response that we contested. NZXT then posted a statement on Twitter that is clearly an attempt to advance this story – but it is still not satisfactory for us. This is a serious problem.
In the question and answer session with NZXT, your answer to the question “Will you proceed with a formal recall?”, NZXT said:
We have been working closely with the US Consumer Product Safety Commission (CPSC) for a formal recall since November 2020. We will share this directly with you once the official recall is announced by the CPSC.
After 1 year of a defect in the market, NZXT is finally taking responsibility for the problem and working to fix it, but this should have been resolved beforehand. NZXT CEO Johnny Hou issued this letter of apology:
For our community,
We’re sorry.
Nylon screws were not the complete solution to the H1 fire hazard; they did not address the root cause of the problem. We do not take into account scenarios in which someone could replace nylon screws with metal screws without knowing it. Our execution did not correspond to the quality that our community expects of us.
We will be removing the H1 from NZXT and NZXT BLD. We will ship redesigned PCIe Gen3 riser sets for today’s H1s and assist with installation for those in need.
In the future, we are instituting more robust and complete design processes. From initial designs, quality control, to additional testing, we are committed to the quality of our products and our response to your concerns.
We want to thank Steve from Gamers Nexus. He and his team brought our attention to the question of someone replacing the nylon screws with metal screws and raised the urgency around that.
NZXT also stated that it removed the product from its store in the above apology, but that has not yet happened. GamersNexus on Twitter is working to fully confirm that the recall will actually happen as it has been “in progress” for three months. Below is the subtweet where GamersNexus works to see if the NZXT recall claim will really materialize.
We want to make sure that the CPSC is really pushing this recall. NZXT has said it has been working on one for 3 months, so we want to make sure it materializes. Liking the tweet below or tagging CPSC accounts in response to it can help. We have already sent a report. https://t.co/Oe9fVtsKC5
– GamersNexus (@GamersNexus) February 2, 2021
GamersNexus showed a positive outlook on the apology, but we are still committed to seeing if the recall will materialize. Fortunately, the recall actually happens and the box is removed from the store. NZXT is still a supplier of solid cabinets, but this was a disproportionate problem due to the lack of due diligence on the part of NZXT
Overall, the whole situation of how NZXT handled the H1 case failure created a public relations nightmare for them. We all hope that the situation can be resolved quickly and quickly, and that NZXT can move on and continue to create great boxes, ensuring they are safe.