For North America (USA, Canada, etc.) visit here

For Japan visit here

For Switzerland select “Swiss” from the language menu

For Europe and the rest of the world read the following below

Innsbruck/Lebring (November 21, 2024)

The PIEPS brand has stood for innovation in snow safety since 1967. The safety of our partners, community and customers is a top priority at PIEPS. We are voluntarily recalling the PIEPS PRO IPS avalanche transceiver due to a potential loss of contact in the battery compartment. PIEPS is offering to rework the affected device and return it to customers within seven business days of receiving it. 

In November 2024, we became aware of one reported case in North America where the PIEPS PRO IPS avalanche transceiver did not turn on. Our investigations concluded that this is due to a potential loss of contact in the battery compartment if used with AAA (LR03) batteries produced at the lower end of allowable dimensions.  In such a case, the device may not turn on, or if it does, it may inadvertently turn off if it is impacted or jarred. 

Consumers who own the PIEPS PRO IPS should immediately stop using it and follow the recall procedures. To date, the company has received only a single report from a consumer, with no injuries or fatalities associated with this issue. PIEPS is committed to addressing this matter swiftly and proactively. 

Affected devices: 

All PIEPS PRO IPS transceivers manufactured and sold between October 1st, 2023, and November 22nd, 2024, and having serial numbers with the first four digits between the range of 2326 – 2445 are addressed with this recall. The serial number can be found on the label on the inside of the battery compartment door (see photo). 

This transceiver was sold as a standalone unit and as part of avalanche safety sets. The Product Names, Style Numbers, and SKUs are below: 

Owners of PIEPS PRO IPS avalanche transceivers should immediately stop using them and follow the recall procedures! 

Send your device back to PIEPS GmbH for rework: 

• Return form for customers from EUROPE
• Description of the return process for customers from North America

The rework involves replacing the center battery contacts to prevent the battery from shifting within the compartment. Each reworked transceiver will undergo strict quality control measures to ensure transceivers are functioning properly before being returned back to you within seven working days upon receival. For more information, including an FAQ, and to start the recall process, visit this webpage. 

For questions about the PIEPS PRO IPS avalanche transceiver recall please get in contact with PIEPS GmbH email: Recall@pieps.com 

We sincerely apologize for any inconvenience this recall may cause. We realize that the timing of this recall, so close to the winter season, is not ideal but we will do everything in our power to ensure that all customers get their PIEPS PRO IPS device back as quickly as possible. 

Click here to get to the Frequently Asked Questions (FAQ)

What exactly is the problem?
The tolerances of the battery contacts in the device itself are not sufficiently dimensioned for use with AAA (LR03) batteries, which are at the lower end of the standard length. This can result in two error patterns: 

• Fault pattern 1: Device cannot be switched on 
• Fault pattern 2: Device switches off due to impact. 

The user may not be aware of this problem, so it is essential to stop using it immediately and follow the recall procedure. 

Which products may be affected by the malfunction? 
All PIEPS PRO IPS devices sold between October 1st, 2023, and November 22nd, 2024, with a serial number in the range of 2326 to 2445!

Where can I find the serial number? 
The serial number can be found on the label inside the battery compartment flap. It can also be seen in the PIEPS app on a Bluetooth-connected device in the device manager.  

Note: Devices that have already been repaired will be clearly labelled with a white dot on the device and the packaging.

Has an accident happened because of this fault? 

• No, this is a voluntary recall. As far as we know, there have been no accidents caused by this fault. 

How was this problem discovered?
A customer from North America purchased a PRO IPS while in Europe last year (2023) and subsequently returned with the device to North America. This month (November 2024) he replaced the batteries included with new batteries from a different brand. The user then noticed that the avalanche transceiver could no longer be switched on and contacted PIEPS. The subsequent investigation by our quality team revealed that the device could not be switched on due to the use of AAA batteries, which were produced at the lower end of the standard length. 

Why are we acting in this way?
According to our own quality and safety standards, this one known case already represents a safety risk and must be rectified. We therefore want to inform our customers about this recall as quickly as possible to ensure maximum safety. 

How will the rework be carried out?
We will replace the center battery contacts in the battery compartment of the PIEPS PRO IPS This will allow us to cover all AAA battery lengths available worldwide with their length variants and ensure their function. 

I have a PIEPS PRO IPS and it seems to be working fine. Can I continue to use the device? 
NO. Stop using it immediately and follow the recall process. This problem can occur at any time and the user might not notice this problem, so it is imperative to stop using it immediately and follow the recall process.

Can I rework the PIEPS PRO IPS by myself?
NO. The rework must be carried out by PIEPS to ensure that the new battery contact has been replaced properly and that the avalanche transceiver is functioning correctly. 

Where do I send the products for revision? 

• For European customer, you can find all information about the overhaul HERE
  
• For North American customers, you can find all information on the replacement procedure HERE 

Do I have to pay for shipping? 
No, PIEPS will cover all shipping charges. 

When can I expect my avalanche transceiver to be revised?
After receiving your PIEPS PRO IPS, we will return your revised device to you within 7 working days. 

Why was this fault not discovered during the initial quality checks?
The fault is due to an unexpected behavior of the highly stable and shock-resistant housing made of Fiebercomposite material. After production, the new housing material exhibited far lower compression values than originally calculated. This in turn has resulted in the battery housing of the PIEPS PRO IPS being 0.2 mm larger. 

I’ve be using my PRO IPS transceiver already. Does that mean I’ve been in danger the whole time?
The original batteries installed by the factory in new PIEPS PRO IPS transceivers do not exhibit this issue. However, it is still very important to follow the recall process. 

How will PIEPS prevent future cases?
As soon as we became aware of the problem, we stopped delivery and took all steps to ensure that the final assembly of new devices can be changed. This will ensure that all new PIEPS PRO IPS devices delivered from 21.11.2024 are equipped with new battery contacts. This covers all lengths of AAA batteries that are available worldwide. 

Will PIEPS continue to sell the PIEPS PRO IPS?
Yes – Although this recall is unpleasant, the PIEPS PRO IPS has ground-breaking technology that helps to reduce the effects of electronic interference during search and transmission when searching for buried objects. Once the battery contacts have been replaced, the device will be fully operational again. 

How can I tell if my device has already been reworked?
Reworked units can be identified in several ways: 

• Packaging will have a white dot on the front of the box to the right of “PIEPS PRO IPS” to indicate that the unit inside has been reworked (See image below) 
• Reworked units will have a white dot on the front of the device and inside the battery compartment (see images below).  
• Reworked units can be visually inspected for the presence of the new contact (see images below). 

PIEPS APP

When the devices are connected to the PIEPS App, you will able to tell if they have been reworked:  

1. Connect the Pro IPS transceiver to the PIEPS App via Bluetooth. 
2. If your firmware is out of date, you will be prompted to update it.  
3. The next screen will indicate “Battery Contact Version” with a value of “Warning” (meaning the battery contact has not yet been replaced) or “OK” (meaning that the battery contact has been replaced).

Use of the PIEPS App is highly recommended for all users, and allows users to keep their firmware up to date 

The batteries in my PIEPS PRO IPS “pop out” when the battery compartment is opened. Is this a problem? 
This can happen when batteries are inserted that have a length at the upper end of the standard and is not a problem. Make sure that the battery door is always fully closed when in use and that the battery compartment safety screw is firmly tightened.  

I thought all AAA (LR03) batteries were the same size?
The standard for AAA (LR03) batteries allows them to vary slightly in length to account for manufacturing tolerances.