Frequently Asked Questions

Can't find an answer to your question? Email us: service@jetforcerecall.com

General Information

Why are you doing this recall?
In a limited number of cases, JetForce Avalanche Airbag Pack system malfunctions have resulted in involuntary shutdown and/or failure to deploy the airbag. An update of the firmware will resolve these problems.
How do I know if my JetForce Pack is affected by the recall?
JetForce Packs sold between November 15, 2014 and July 7, 2015 are affected by this recall and should be returned for a firmware update. Affected units can be identified by a four-digit manufacturing date code printed on the back of the largest lable located inside the front pocket. Units bearing date codes from 4275 to 5077 are subject to this recall. If your pack does not have a four-digit date code on this label, you should find a serial number/barcode located on the inside of the back panel (on the bottom-left corner of the sewn-in instructions). If your pack has a serial number/barcode, it has the most up-to-date firmware and is not affected by this recall. If you are unsure if your pack is affected, please contact us at service@jetforcerecall.com.
What is the technical reason for the recall?
There are two product defects that may pose a safety risk for the user once the system is armed and ready for deployment. The first is a loss of synchronization between motor control and the electric fan motor, which creates a system error that shuts down the fan motor. This can result in the failure of the system to deploy when the handle is pulled. The second defect is very high-voltage electrostatic discharge, which resets the system to the ‘off’ position. This can result in the JetForce Controller disarming after the system has been successfully armed. Both these problems can be resolved by an update to the firmware.
What does the firmware do?
The firmware controls the JetForce Pack's electronics systems, including arming of the system, deployment of the airbag, self diagnostics and battery management.
Has anyone ever been hurt or buried because of this malfunction?
No one has been hurt or buried because of this malfunction.
What percentage of packs have you found to have these problems?
Of the JetForce packs sold globally, 0.7% have been reported to have these issues. None of these cases resulted in injury or burial.
What brands and models of JetForce Packs are affected by this recall?
All JetForce Pack models from all brands are affected by this recall. These JetForce Packs are:
• Black Diamond Pilot 11 JetForce Pack
• Black Diamond Halo 28 JetForce Pack
• Black Diamond Saga 40 JetForce Pack
• PIEPS JetForce Tour Rider 24
• PIEPS JetForce Tour Pro 34
• POC Thorax 11 Backpack
Are all JetForce Packs affected by this recall?
Yes, all JetForce Packs from all brands are affected by this recall. These JetForce Packs are:
• Black Diamond Pilot 11 JetForce Pack
• Black Diamond Halo 28 JetForce Pack
• Black Diamond Saga 40 JetForce Pack
• PIEPS JetForce Tour Rider 24
• PIEPS JetForce Tour Pro 34
• POC Thorax 11 Backpack
Does this include all Black Diamond, PIEPS and POC JetForce Avalanche Airbag Packs?
Yes, all JetForce Packs from all brands are affected by this recall. These JetForce Packs are:
• Black Diamond Pilot 11 JetForce Pack
• Black Diamond Halo 28 JetForce Pack
• Black Diamond Saga 40 JetForce Pack
• PIEPS JetForce Tour Rider 24
• PIEPS JetForce Tour Pro 34
• POC Thorax 11 Backpack
Where do I find the manufacturing date code?
Affected units can be identified by a manufacturing date code printed on a label located inside the front pocket. Units with date codes from 4275 to 5077 are subject to this recall.
I bought my JetForce Pack after July 7 2015. Is my JetForce Pack affected by the recall?
Please check the JetForce Pack's 4-digit manufacturing date code, printed on a label located inside the front pocket (on the back of the largest label). Units bearing date codes from 4275 to 5077 are subject to this recall. If your pack does not have a four-digit date code on this label, you should find a serial number/barcode on the inside of the back panel (located on the bottom-left of the sewn-in instruction drawings). If your pack has a serial number/barcode, it has the most up-to-date firmware and is not affected by this recall. If you are unsure if your pack is affected, please contact us at service@jetforcerecall.com.
Does this recall affect 2015/2016 JetForce Packs?
No. New JetForce Packs shipped out after August 1, 2015 will have the latest firmware and are up-to-date.
What will you update on my JetForce Pack?
Each JetForce Pack will be updated with the latest firmware that has been tested and approved for Fall 2015 production. In particular, the new firmware includes updates that address motor control syncronization, and automatically restart the system in case of an inadvertent shutdown (as in the case of a high-voltage electrostatic discharge).
Is there a way to test the malfunction myself?
No. Self diagnosis is not possible; the firmware analysis and update needs to be completed by Black Diamond, Inc.
I'm skiing tomorrow. Can I still use my JetForce Pack?
No. You should immediately stop using your JetForce Pack and send it in for a firmware update. You can start the process by going to the online recall submission form
My JetForce Pack is working just fine. Do I still need to mail it in?
Yes. Even if your JetForce Pack is currently working fine, you should still send it in for servicing.
How can I be sure that the firmware update will fix the problem?
These rare system malfunctions have been recreated in laboratory settings. The updated firmware was programmed specifically to address these issues, and it has been rigorously tested to certification and internal standards.
What will you do to my JetForce Pack when you receive it?
All JetForce Packs will go through an initial safety inspection, and they will then be updated to the latest firmware and subjected to an inflation test to confirm proper operation.
Will I need to return my JetForce Pack for more firmware updates in the future?
As with most electronic products, there will be further updates to JetForce Pack firmware to optimize the user experience and battery life. These non-critical updates, which will be built into future generations of JetForce Packs, will not impact the primary function of the JetForce System, and JetForce Packs submitted through this recall will not need to be returned for any further firmware updates.
How do I know that my JetForce Pack is safe to use after you return it to me?
Any JetForce Pack that receives the firmware update will be marked with a serial number on the inside warning label, indicating that it has been properly updated. This serial number will be attached as part of the final inflation test of the entire system.
I was thinking about buying a JetForce Pack this winter, but how can I be sure the product is safe?
All new JetForce Packs sold after this recall will ship with updated firmware that resolves the system errors experienced by first-generation packs.
I bought my Jetforce Pack through an online retailer. Do I need to return it to them, or do I send it directly back to Black Diamond Inc.?
Regardless of where you bought your pack, you should still return it to us using the online recall submission form
Can I fix the malfunction myself?
No. The malfunctions can only be fixed by sending the JetForce Pack to one of our global warranty centers.
I sent my Jetforce Pack in last season for service. Do I still need to return it?
Yes. Even if you have previously sent in your JetForce Pack for service, you still need to send it in, as previous service work would not have included this most recent firmware update.

Shipping

What is the process for sending my JetForce Pack in?
1. Click here to initiate a return.
2. Follow the instructions provided to return your JetForce Pack to one of our warranty centers, using the provided pre-paid shipping label.
3. Your JetForce Pack will be inspected, the firmware updated and the JetForce Pack will be tested to ensure proper function of the system. The JetForce Pack will be returned to you at no cost.
How long will it take to get my JetForce Pack back?
Once we receive your JetForce Pack, we will do our best to inspect, update, test and ship it back out in approximately 10 business days. Total shipping time will depend on your location. You will receive email updates as we process your pack.
I need my JetForce Pack back faster. What can I do?
Please contact us at service@jetforcerecall.com. We will do our best to find a solution.
Do I have to pay for shipping?
No. We will cover all shipping costs.
I'm leaving on a trip in a few days/weeks, and I need my JetForce Pack. Can you expedite the return process for me?
If you have special circumstances, please contact us at service@jetforcerecall.com. We will do our best to find a solution.
Do I need to send the battery with the JetForce Pack?
Yes. Please include the battery when sending your JetForce Pack to us. The battery should be connected to the system to comply with shipping regulations.
Do I need to send in the entire backpack?
Yes. Please send the entire JetForce Pack to us.
When I get my JetForce Pack back, do I need to do anything special?
All JetForce Packs returned through this recall will be subject to a complete inspection, including a final systems diagnostic and a full inflation test. The serial number on the inside warning label confirms that your JetForce Pack has successfully passed all tests. There are no further actions required on your part.
Can I hand deliver my JetForce Pack to one of the warranty centers?
Dropoff and pickup is available at our Salt Lake City, Utah warranty center location, Monday - Friday, 8am - 5pm.
Are there special precautions to take when shipping my JetForce Pack?
If you need to ship back your JetForce Pack via air, there are special precautions to take regarding the lithium-ion battery. Please contact us at service@jetforcerecall.com for more information and details.
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