Upon careful consideration, NZXT will no longer offer refunds for the NZXT H1 in regards to the safety issue as of October 31st, 2021. If you purchased from another retailer we can offer a PCIe Riser replacement but otherwise, you will need to return to the point of purchase to request a return.
Upon further examination of the safety issue, we will be removing the H1 from NZXT.com and NZXT BLD. We’re going to send out redesigned PCIe Gen3 Riser Assemblies for current H1s and we’re going to help with installation for those who need it.
We will be updating our community over the next few weeks but in the meantime please refer to a message from our CEO (Johnny) regarding the H1 safety issue:
For information on the NZXT H1 Safety Notice, please click the image below for details on how to receive a repair kit. Additionally, you can find information on how to perform a temporary fix until you can receive our repair kit for this issue.
WHAT’S GOING ON?
We’ve identified an issue with the H1 case where a short on the PCIe riser cable connection can lead to a potential fire hazard. This issue has currently affected fewer than ten H1 cases.
To be extra cautious, we have paused sales on NZXT & NZXT BLD and asked resellers to temporarily pause sales as well while our engineering team is confirming the issue and preparing a solution.
WHAT’S THE PROBLEM?
We have identified that the two screws that attach the PCIe Riser assembly to the chassis may cause an electrical short circuit in the printed circuit board (PCB). Repair kits are being prepared that include two new screws that address the issue along with instructions to replace them.
WHAT CAN CUSTOMERS DO?
While we have identified this issue as a low probability occurrence, the absolute safest approach is to power-down your H1 until a kit is sent out to you and the repair is made.
We will be taking customer information and providing early repair kits as soon as this upcoming week. These kits will allow users to make the repair at home by replacing both screws that attach the PCIe assembly to the case. Customers can reach out through our H1 dedicated contact channels included below for more information.
IS THERE A TEMPORARY FIX?
If you’d like to perform a temporary fix on your H1 case while you wait for your repair kit to arrive, we recommend the following procedure as outlined below.
Important: Please contact our customer support team if you have any questions or concerns about removing parts from the case. We also recommend you watch our H1 walkthrough video or read our H1 panel removing guide if you’re unfamiliar with removing parts from the case.
How to temporarily fix the H1 safety issue:
- Power down the H1
- Unplug the H1
- Remove the graphics card
- Remove the lower riser card retention screw from the H1, as indicated in the image below
WHAT ELSE DO CUSTOMERS NEED TO KNOW?
We are working closely with the US Consumer Products Safety Commission (CPSC) and the proper global authorities to ensure that we are doing everything we can to help NZXT customers. The CPSC’s function is to help people use products safely and we have been adhering to their strongly recommended schedule for releasing information to our suppliers and to the public. We take this issue seriously and are working as quickly as we can to address it.
HOW DO CUSTOMERS GET IN TOUCH IF THEY HAVE ANY OTHER QUESTIONS?
We appreciate everyone’s patience. For direct contact, customers can contact our Customer Support team via the provided number and email address.
Please direct inquiries regarding the H1 Issue to:
Phone: 1-888-965-5520 (Mon – Fri, 8am – 6pm PST)