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Everything posted by Justin-at-Petzl

  1. It has come to our attention that the adjustment system of the GRIPREST (the lower hand rest at the bottom of the handle) on the 2010 NOMIC (U21 2) and ERGO (U22) in some cases may not stay fixed in the desired size position. This issue concerns NOMIC and ERGO ice tools with serial numbers between 10208 and 10329 and all GRIPREST (U21 GR2) accessory parts. It does not concern the new QUARKs or the older versions of the NOMICs, QUARKs and QUARK ERGOs. Following conversations with end users and extensive lab testing, we have determined that this problem can occur when an inward force is applied to the GRIPREST, damaging the adjustment teeth at the base of the tool’s handle that mesh with the GRIPREST (see photo). Once this damage occurs, users may lose the ability to fix the GRIPREST in the desired size position. Petzl has developed a solution to reinforce the GRIPREST, which permanently fixes it in the position of your choice (S, M, or L). This procedure will be expedited to reduce any interruption to your climbing season. Because this solution eliminates the ability to adjust the grip’s size, we will replace your tools with redesigned versions of the NOMIC or ERGO once they are available in autumn 2011. Please note that this is not a safety issue, nor is it a recall. For complete information on the GRIPREST adjustment-system issue and the Petzl solution, please visit the following link: http://www.petzl.com/us/outdoor/news/products-news-1/2010/12/21/information-concerning-autumn-2010-versions-nomic-ref-u21-2- Petzl offers our sincerest apologies for the inconvenience. If you have further questions, please contact the Petzl America warranty department directly at returns@petzl.com returns@petzl.com. Due to the difficulty of monitoring multiple threads on multiple message boards, Petzl will not be responding directly to comments made on this or any other message board. Thanks for your understanding Justin Roth Communications Manager Petzl America
  2. Recall Alert: GRIGRI 2

    Petzl has issued a Recall for Replacement for all Petzl GRIGRI 2 units with the first five digits of the serial number between 10326 and 11136. Petzl recently became aware that excessive force applied to the lowering handle in the open position can cause internal damage that can disable the GRIGRI 2's assisted braking function. As a precautionary measure, Petzl is asking for the return of all affected GRIGRI 2's, to be replaced with revised versions. To date, seven such damaged GRIGRI 2’s have been reported worldwide, and no incidents as a result of this damage have been reported. If you have a GRIGRI 2 with a serial number in this range, please stop use immediately and contact Petzl America at 1 (800) 932-2978 (toll free) or grigri2recall@petzl.com grigri2recall@petzl.com to initiate an exchange. For more information, please visit: http://www.petzl.com/us/outdoor/us/recall-replacement-grigri-2 While the potential risk of an incident due to this issue with the GRIGRI 2 is small, our total commitment to the safety of our users has led us to make this decision. With the summer climbing season just beginning, Petzl understands that this recall comes at an inconvenient time and we are working hard to ensure that everyone receives their replacement GRIGRI 2 as quickly as possible. Everyone at Petzl is committed to resolving this issue. We ask you to accept our sincerest apologies for this inconvenience, and we thank you for your continued support. Please note that, to ensure we can respond to all questions, Petzl will not be answering questions directly on these forums. We ask that you direct any questions for Petzl on this matter directly to the email address and toll-free number above. ----------- Justin Roth Communications Manager Petzl America www.petzl.com
  3. Recall Alert: GRIGRI 2

    Thank you for your comments. We are aware the GRIGRI 2 recall is inconvenient for everyone. Please know that every one of us here at Petzl is working at full steam to recall the affected GRIGRI 2’s and replace them with the new version. For up-to-date information on the GRIGRI 2 Recall for Replacement, please visit: http://www.petzl.com/us/outdoor/us/recall-replacement-grigri-2 Since making the recall announcement on Monday, June 20, the response has been huge. Intense web traffic has taxed our website, and we’ve seen hundreds of comments on petzl.com, message boards, Facebook, Twitter, and elsewhere. At Petzl America alone, we’ve received over 1,500 emails and hundreds of phone calls. To help deal with this communications influx, Petzl America has brought several new employees on board. We have also created an automated system for generating return authorizations (RA) for users who need to send recalled GRIGRI 2’s to us. For those in the US and Canada: If you have a GRIGRI 2 affected by this Recall for Replacement and have NOT received an RA please visit the following link to create a self-generated RA. This automated system is the fastest way to initiate the return process: http://petzl.force.com/GRIGRI2RecallWebForm Petzl is also aware of some issues with UPS franchise stores not accepting Petzl’s UPS account number for the return shipping. If you have experienced this problem, please do the following: - Reply directly to the confirmation email you already received from Petzl America - Leave the reply email’s subject line unchanged (it has a number that will allow us to associate it with your original request) - Request a return shipping label in the body of the email We will then email you a call tag, complete with pre-paid mailing label, which will allow you to drop the package off at any UPS location, even dropboxes. In addition, Petzl has since modified return shipping procedure for the GRIGRI 2 recall. All new return requests will receive a prepaid return label via email within 24 hours of being issued an RA number. Please accept our sincerest apologies for this inconvenience. We thank you for your patience and your continued support. ----------- Justin Roth Communications Manager Petzl America www.petzl.com
  4. New Nomic and Ergo failures...

    More information on this topic from Petzl: http://cascadeclimbers.com/forum/ubbthreads.php/topics/994297#Post994297 Thanks, Justin Roth Communications Manager Petzl America