Intel's safety recall notice to watch users: Full text

On June 13 we shared reports of overheating in Basis Peak watches, and we recommended that you stop wearing your Basis Peak watch right away. We had hoped to update the software on your watch to address the problem. Unfortunately, despite our best efforts, we aren’t able to develop such a solution without completely compromising the user experience. As a result, we are asking that you return your Basis Peak watch and authorized accessories for a full refund at your earliest convenience. This was a tough decision, but your safety is our top priority.

We are issuing this safety recall of the Basis Peak watch because the watch can overheat, which could result in burns or blisters on the skin surface. It is important that you stop using your watch immediately and return it. Although we are stopping support for Basis Peak immediately, you can access your data until December 31, 2016. After that date, the Basis Peak services will be turned off. Once we shut down the services, your watch will no longer be able to sync, which will cause it to stop working.

On behalf of the Basis Science team, I want to personally apologize for this situation. We know that many of you love using your Basis Peak watches and have made it part of your daily lives, and we are very sorry for the disruption this will cause you.

Information on how to return your watch and get a refund is below. Please return your watch with the charging cradle and other authorized accessories. If you have already received a label but not yet returned your watch, we urge you to do so as soon as possible.

Thank you for your patience and support while we worked to address this issue. We regret that we don’t have a better outcome and we apologize for the inconvenience.

Josh Walden

Senior Vice President and General Manager, Intel New Technology Group

Refunds

To return your device and obtain a refund for your Basis Peak watch, customers worldwide can visit https://support.mybasis.com. Customers can also call the following numbers (at the prompt, callers in Europe should choose option 1, “technical support”):

United States and Canada: 1 (844) 622-7472 (7AM-5PM PST)
France: 01-41-91-85-29 (8:30AM-4PM UTC)
Germany: 069-9509-6099 (8:30AM-4PM UTC)
Italy: 02-696-33276 (8:30AM-4PM UTC)
Spain: 91-377-8166 (8:30AM-4PM UTC)
United Kingdom: 01793-404925 (8:30AM-4PM UTC)
Switzerland: Use the France, Germany or Italy number based on language preference.
Frequently Asked Questions
Why is the Basis Peak watch being recalled?

We are recalling the Basis Peak watch because the watch can overheat, which could result in burns or blisters on the skin surface. It is important that you stop using your watch and return it. You will receive a full refund.

Has anybody been injured?

We are aware that a small number of customers have reported discomfort, blistering or burns on their wrist under the watch body. At the time of our initial announcement, the known reported cases involved approximately 0.2% of the watches sold.

What do I need to do?

Please stop wearing your watch and return it with any authorized accessories and the charging cradle to Basis Science for a full refund.

Is this recall optional?

No. We are recalling these watches for a safety reason. It is important that you stop using your watch and return it. You will receive a full refund.

Can I continue to use my Basis Peak watch?

No. We are recalling these watches for a safety reason. It is important that you stop using your watch and return it. You will receive a full refund.

Can I get my fitness data?

If you wish to export your fitness data, open the Basis Peak app on your mobile device, navigate to the 'Settings' section, and select 'Export Data'. Data is exported in .csv format, which can be manipulated in programs such as Excel. You can access your data until December 31, 2016. After that date, the Basis Peak services will be turned off. Once we shut down the services, your watch will no longer be able to sync, which will cause it to stop working.

What happened to the Basis Peak watch software update?

We had hoped to update the software on your watch to address the problem. Unfortunately, despite our best efforts, we aren’t able to develop such a solution without completely compromising the experience. As a result, we have decided to recall all Basis Peak watches, and offer full refunds for your watch and authorized accessories. We apologize for this situation. We know that many of you love using your Basis Peak watches and have made them part of your daily lives, and we are very sorry for the disruption this will cause you.

Is the recall mandated by a regulatory agency?

No. We are voluntarily recalling these watches.

How much are the refunds?

In all cases the refund amounts are the same for each country and product:

Basis Titanium: $344 USD, equal to $299 + $30 (tax) + $15 (shipping)
Peak

For the US - refund amount is $234 USD, equal to $199 plus $20 (tax) + $15 (shipping)
Canada - refund amount is 360 CAD, equal to 300 plus 45 (tax) + 15 (shipping)
For France - refund amount is 244 Euros (equal to 229 + 15 shipping)
For Germany - refund amount is 244 Euros (equal to 229 + 15 shipping)
For Italy - refund amount is 244 Euros (equal to 229 + 15 shipping)
For Spain – refund amount is 214 Euros (equal to 199 + 15 shipping)
For Switzerland - refund amount is 204 Swiss Francs (equal to 189 + 15 shipping)
For UK - refund amount is 184 British Pounds (169 + 15)
Other countries refund amount is 184 British Pounds (169 + 15), on the assumption that they were sold from Amazon UK
Will you offer refunds for Basis Peak accessories also?

Yes. This recall includes authorized accessories, which are the Basis charging cradle and accessory watch straps. You will receive a full refund.

How long will it take to get a refund?

Refund processing time varies by market. In the US we hope to process refunds within 10 days after receiving your returned watch and accessories.

How long do I have to return my Basis Peak watch?

We are recalling these watches for a safety reason. Although there is no deadline, it is important that you stop using your watch and return it as soon as possible. You will receive a full refund.

Where can I get support for my Basis Peak watch?

You can receive support for downloading of fitness data or for refund-related issues through our normal customer service channels. We are no longer providing other technical support for Basis Peak watches due to the safety recall.

Why did I stop receiving emails and notifications regarding my fitness activities and sleep?

We are no longer sending regular emails and notifications to Basis Peak watch users regarding their fitness activities and sleep as we are recalling these watches for a safety reason. It is important that you stop using your watch and return it. You will receive a full refund. The Basis Peak app on your mobile device and data export feature will work until December 31, 2016.

How many Basis Peak watches are affected?

At the time of our initial announcement, the known reported cases involved approximately 0.2% of the watches sold.

When was the Basis Peak watch manufactured and sold?

The Basis Peak watch was manufactured from August 2014 to July 2015, and offered for sale from November 2014 until June 2016. This recall affects all Basis Peak watches, regardless of date of manufacture or sale.

Where were Basis Peak watches sold?

The BASIS Peak watch was sold in the United States on the Basis Science website (mybasis.com) and by select retailers for retail prices of approximately $139 to $199 USD. The titanium version was sold for $299. The Basis Peak has been sold abroad at prices stated in the currencies of the local markets.

Who manufactured the Basis Peak?

The Basis Peak watch was primarily designed by Basis Science, Inc., and manufactured by a contract manufacturer in Zhuhai, China. Intel Corporation acquired Basis Science in March 2014. Basis Science and Intel Corp. imported the Basis Peak into the United States. The companies’ addresses are:

Basis Science, Inc.
1200 Folsom St.
San Francisco, CA 94107
Intel Corporation
2200 Mission College Blvd.
Santa Clara, CA 95054-1549

This recall is being conducted by both Intel and Basis Science.

How do I know if my watch is affected by this recall?

This recall involves all Basis Peak watches, regardless of date manufactured or sold. Below is information to help you determine whether your watch is a Basis Peak watch.

The Basis Peak is shown in the below photographs.

The Basis Peak was sold with the charger cradle shown in the below photographs.

The Basis Peak has a serial number laser-etched under the strap on one side of the watch body, and regulatory markings on the other side of the watch body, as shown in the below photographs.

The Basis Peak has the following UPC codes:

Version - UPC Code
Basis Peak, Silver, United States - 856604003189
Basis Peak, Silver, Canada - 856604003288
Basis Peak, Silver, Europe - 856604003424
Basis Peak, Black, United States - 856604003271
Basis Peak, Black, Canada - 856604003295
Basis Peak, Black, Europe - 856604003431
Basis Peak, Titanium, United States - 856604003349

We have been working hard to develop a solution that offers the necessary protection while ensuring the watch is reliably useable in everyday situations that you are likely to encounter. It’s important to us to get this right, and we’re not yet ready to distribute a software update.

We know that many of you love using your Basis Peak watches, but your safety is our top priority. We don’t want to offer a product that we can’t stand behind with complete confidence, and that doesn’t offer a fundamentally good experience. We hope to have more news for you soon.

A small number of people have reported that their Basis Peak watches overheated, and in some cases caused discomfort, blistering or burns on their wrist under the watch body. Nothing is more important than the safety of our customers, so we are taking the following steps:

We are in the process of developing and testing a software update designed to shut off your Basis Peak watch if it detects overheating.
As a precautionary measure, we strongly recommend you do not wear your Basis Peak watch until this update is available and installed. This advice applies to all Basis Peak watches, worldwide.

We are stopping sales of Basis Peak watches, and we’re asking our retailers to do the same.

In addition, a few customers have reported overheating and melting of their charging cradles. We are investigating these reports but do not have enough information yet to verify whether they all involve official Basis Peak charging cradles, one of several third-party cradles currently available, or third party power sources. In the meantime, we recommend following these general safety principles with any USB charging cradle and power source:

Keep the power source, USB cable, and charging cradle away from liquids.

Thoroughly clean and dry the contacts and surrounding area before connecting the cable to the charging cradle, USB port, or power source.

Unplug the USB cable and charging cradle during long periods of non-use.

Keep the cable, charging cradle, and your power source away from sources of heat, such as candles, fireplaces, radiators, stoves, and other appliances that radiate heat. Do not leave them in direct sunlight.

Make sure the charging cradle, USB cable, and your power source are not damaged or broken. If there are breaks or other visible damage, do not use.

Refunds

If you are dissatisfied with your Basis Peak watch for any reason you may return it for a full refund. To obtain a refund, customers worldwide can visit https://support.mybasis.com. Customers can also call the following numbers (at the prompt, callers in Europe should choose option 1, “technical support”):

United States and Canada: 1 (844) 622-7472 (7AM-5PM PST)
France: 01-41-91-85-29 (7:30AM-3PM UTC)
Germany: 069-9509-6099 (7:30AM-3PM UTC)
Italy: 02-696-33276 (7:30AM-3PM UTC)
Spain: 91-377-8166 (7:30AM-3PM UTC)
United Kingdom: 01793-404925 (7:30AM-3PM UTC)
Switzerland: Use the France, Germany or Italy number based on language preference.

We will update Basis Peak watch customers once a software update is available, or we have additional information to share.

We want you to be delighted with our products, and we are disappointed whenever we fall short of that goal. We apologize to all Basis Peak watch users.