Does this issue affect the performance of the EASyPLUS?
No, this update will ensure the unit continues to operate. The failure mode would render the EASyPLUS inoperable.
Will my unit fail if I don't do this?
There is no way for us to be sure. The reason we have decided as a company to make this recall is we believe that EAS equipment should be held to a higher standard than most electronic equipment. Even though there is no legal requirement for this recall, we believe that Emergency Alert Systems should be highly reliable. Because of our philosophy, we highly recommend all units be updated as soon as practical.
Can this update be performed in the field?
We believe the best way to ensure the proper operation of the unit, it must be returned to Trilithic. Trilithic will only provide the modification free of charge at the factory. As always on-site service, repair, and training is available at an additional cost and acceptance of travel expenses.
How serious is this update?
It is a minor modification, but the down side is the unit could stop operating. While we have no verified unit stoppage at this point in time, it is something that potentially could happen and EAS is too important to take a chance on unit failure when a simple update can reduce the risk.
There have been no known failures at this point in time and it does not involve personal safety. Trilithic still feels this is important enough to offer the update to all customers, even those units that are out of warranty at no charge to you.
Do I have to pay for this?
Trilithic will perform the modification, update firmware, performance verification, and pay for return shipment at no cost to the customer.
Do I have to pay for shipping it back to the factory?
Yes, our warranty statement reflects the customer is responsible for paying the return shipping to Trilithic. Should the customer decide to pay for Express shipment, we will endeavor to use the same method on return.
Do you have any loaners?
No, we do not typically have any loaners for customer repairs and due to the fact that many units will need to be returned we have enacted a special procedure to ensure prompt return. We will schedule only a few units each day for update. It is our intention to have units come in one day and out no later than the next day. The FCC gives you 60 days to repair an encoder/decoder. It is imperative that you download your logs and configuration, and note in your log the time and date that you took the unit out of service and returned to service. This will keep you compliant with the FCC.
Should I be concerned about the safety of our personnel?
Trilithic has received an evaluation from a Nationally Certified independent safety testing lab and concurs with their assertion that this is a non-safety issue. We still believe it is important to have the modification completed by our personnel to maintain the standard we apply to the EASyPLUS.
Can I order additional options or updates and have them installed at the same time?
Yes, Trilithic will install any options with no installation charge. Simply supply a purchase order with the unit and we will install the option while it is at the factory.
