Frequently Asked Questions
General Information
Why is Black Diamond doing this recall?
Black Diamond has discovered one Index Ascender having an improperly manufactured cam rivet, and we are concerned that more may exist and may have been sold to consumers. We are undertaking this recall to make climbers aware of this risk and to ensure that any improperly manufactured Index Ascenders are removed from use.
What is the technical reason for this recall?
The rivet attaching the toothed cam to the ascender body may not be properly finished. This could cause the cam to become detached and allow the ascender to disconnect from the rope. We are also asking that the rivet attaching the plastic thumb catch be inspected.
How many Index Ascenders with defects have you found in the field?
As of April 12, 2016, we have only found one unit that had an incorrectly assembled toothed cam rivet. No injuries have been reported.
What are you doing to fix this problem so it won’t occur again?
What do the rivets do?
One rivet attaches the toothed cam to the ascender. The other attaches the plastic thumb catch to the toothed cam. Both are critical to the ascender functioning correctly.
What does the term “Subject to Inspection“ mean?
We need consumers and retail shops to visually inspect their Index Ascenders and send back those that do not pass the inspection.
Has anyone been hurt because of this issue?
No injuries have been reported.
How is Black Diamond going to fix the problem?
If you find that your Index Ascender fails inspection, we will replace it.
I have a right-handed Index Ascender and a left-handed Index Ascender. Are both concerned by this recall?
Yes, potentially. Follow the
inspection procedures on the website to determine if your ascenders are within the scope of this recall.
I was thinking about buying an Index Ascender. How will I be sure the product I purchase is not part of the recall?
Black Diamond is taking every step to ensure that Index Ascenders currently available on the market are correctly assembled. If you have a doubt, follow the
inspection procedures. Please refer to the
letter to users for more information.
Inspection Procedure Questions
How do I know if my ascenders are affected by the recall?
You should check the manufacturing code printed on the ascender underneath the toothed cam. If the manufacturing code is between 4356 and 6015, then your ascender is affected by this recall and needs to be inspected. If you can not read the manufacturing code or are unsure whether or not your ascender is covered by the recall, please follow the inspection procedures outlined on the
recall page.
What manufacturing codes are included in this recall?
Manufacturing codes between 4356 and 6015 are included in the recall and must be inspected.
I don’t remember when I bought my Index Ascender. What should I do?
Click here and follow the inspection procedure to determine if your ascender has a manufacturing code that falls within the scope of this recall.
I just bought an ascender, and the manufacturing code is within the range of the recall. Is it OK to use?
Inspect the ascender by following the procedures outlined on the
recall page to determine if it is OK to use.
Where do I find the manufacturing code on my Index Ascenders?
The manufacturing code is printed on the ascender underneath the toothed cam. Refer to the photographs on the
recall page.
I can’t find the manufacturing code. What should I do?
Follow the inspection procedures outlined on the
recall page. Contact Black Diamond if you are still unable to find the manufacturing code.
I can’t read the manufacturing code. What should I do?
Follow the inspection procedures outlined on the
recall page.
My ascender is working just fine. Do I still need to inspect it?
Yes, if your ascender falls within the scope of this recall. Even if your ascender seems to be fine, you should follow the inspection procedures outlined on the
recall page.
I don’t feel comfortable inspecting my ascender. What can I do?
I don’t know what kind of ascender I have. How can I tell?
You can visit the Big Wall section of our website for further information and help identifying your ascender. If you are still unsure, inspect your ascender following the inspection procedures outlined on the
recall submission form.
How do I tell if my ascender has been correctly assembled?
Follow the inspection procedures outlined on the recall page. Look to make sure that rivet head attaching the toothed cam to the frame is properly formed. Also look at the smaller rivet attaching the plastic thumb catch to the tooth cam is properly formed. You should not be able to remove the rivets. If both rivets are properly formed per the photos on the
recall page then your ascender is OK to use.
I can remove the rivet or the rivet does not seem to be properly formed. What should I do?
Your ascender is incorrectly assembled. Immediately stop use and submit a recall claim using the
recall submission form.
I found an ascender that is improperly assembled. What should I do?
I followed the inspection procedures, but I’m still not sure if my ascender is safe to use. What should I do?
Shipping And Returns
I bought my ascender from a retail store (or online retailer), and it did not pass the inspection process. Do I need to return it to them, or do I send it directly back to Black Diamond?
Regardless of where you bought your ascender, you should still return it to Black Diamond using the online
recall submission form.
Can I fix the ascender myself?
No. Please send it back for a replacement.
How long will it take to get my replacement ascender(s)?
Once we receive your ascender, we will ship out a replacement within approximately three business days. Actual shipping times will depend on your location.
I’m going on a trip, and I need my ascender back faster. What can I do?
Will I get the same ascender model when my product is returned?
Yes. If you returned a right-handed version then you will get a right-handed version back. If you returned a left-handed version then you will get a left-handed version back.
Can I replace my ascender with a different model?
No.
Do I have to pay for shipping?
No. We will cover all shipping costs.
Are there special precautions to take when shipping my ascender in for replacement?
Place it in a padded shipping envelope or in a box, and mail it using the prepaid mailer sent to you.
What is the warranty policy for Black Diamond equipment?
For one year following purchase unless otherwise indicated by law, we will warrant to the original retail buyer only that our products are free from defects in material and workmanship as originally sold. If you receive a defective product, return it to us and we will replace it subject to the following conditions: We do not warrant products which show normal wear and tear or that have been used or maintained improperly, modified or altered, or damaged in any manner.
Click here for more information about our warranty policy.