Q: Where can I find the Product /part # and date code on the fixture?
A: The model # and date code are located on the UL label found on the back of the fixture. The date code consists of two-digit numbers separated by a hyphen (xx-xx)
Q: Will someone call me if I have one or more of these fixtures?
A: We will make every attempt to communicate with you through the mail. If you think you may have one of these fixtures, please check related invoices or visually check the model #. If they match, please follow the link to register your installation site for a repair ticket. [url for intake form here] Once we have your complete site information you will be contacted by email to confirm your repair schedule.
Q: If my fixture(s) have no lens, are they still at risk?
A: Fixtures with and without lenses are part of the active recall. A confluence of circumstances contributes to the degradation of the pins. If there is no lens, the board may hang down and come in contact with materials below the fixture. Therefore, we recommend registering your installation site for the repairs to your fixtures regardless.
Q: How do I identify if the fixture I have is one of the listed fixtures?
A: First you should reference the photos on the recall page to confirm if the fixture could be one of these fixtures. Then, you should verify any invoice you have from the time of purchase and installation of the fixture to see if it matches the part number. If you don’t have this documentation, you can verify the part number physically on the fixture.
Q: Do I need proof of purchase to register my fixture(s) for repair?
A: No, you don’t need proof of purchase, however we ask that you identify the model number of the fixture and identify the date of installation if you know it.
Q: What should I do if I see one of more of my fixtures with a discolored lens or hanging LED boards?
A: Immediately call 888-204-9905. Leave your name and contact information and we will contact you within 24 hours to arrange repair or replacement of the affected fixtures.
Q: Can I make the repairs myself?
A: Yes, you can make the repairs yourself. Please contact us via email at info@highbayrecall.net, include your location, number of fixtures and contact information. We will send you repair instructions and arrange to send replacement pins to your location.
Q: Some of my fixtures are inoperable. Will these be changed or repaired during the recall service?
A: The recall service will only address the exchange of the pins in the fixture. If you have any other product issue, please contact... for warranty processing.
Q: How quickly will my recall service/repair be completed?
A: We will schedule all repairs as quickly as possible. Our Recall engineering specialists will evaluate risk factors on a case-by-case basis and prioritize the highest risk cases first.
Q: How do I contact a live person at your company?
A: We have set up a toll-free number for urgent requests related to at risk fixtures. You may call 888-204-9905 and a recall specialist will return your call promptly.
Q: If I have a fixture, not listed in this recall, but I suspect that it might have the same type of pins, what should I do?
A: First reach out to your point of purchase, or the manufacturer of the fixture. If you are unable to do so, or don’t know the original source of the fixture, we recommend that you contact the Consumer Protection Safety Commission for further instruction. CPSC.gov