Home » Basis warns Basis Peak users of overheating issues, asks them to take it off!

Basis warns Basis Peak users of overheating issues, asks them to take it off!

basis peak activeThe Basis Peak, which we looked at about a year ago, has been one of our favourite smart watches. While it doesn’t quite do what the Pebble, Apple Watch or Android Wear achieve, it gives you a good balance between them all, focusing on fitness but also providing you the little bits such as notifications, alarms, and recently, music control. On top of all that, it offers you a battery life of over 5 days, and I can definitely vouch for that having used it for over a year.

However, in a recent update from Basis, they have had reports of some of them (o.2%) getting overheated, and are warning users to not use the watch till they issue an update.

I will admit, I read it a few hours ago and I am still wearing mine, but at least I know I should take it off if I notice something hot.

The good thing is that Basis are working on an update, but more importantly, they are willing to put their money where there mouth is, and are offering every customer a chance to get a refund for the watch. The website with the statement gives you phone numbers for various countries and ways to get your refunds, as well as of course other news.

The full statement can be found below:

Basis Peak Watch Overheating Reports

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:

  1. Keep the power source, USB cable, and charging cradle away from liquids.
  2. Thoroughly clean and dry the contacts and surrounding area before connecting the cable to the charging cradle, USB port, or power source.
  3. Unplug the USB cable and charging cradle during long periods of non-use.
  4. 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.
  5. 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 visithttps://support.mybasis.com. Customers can also call the following numbers (at the prompt, callers in Europe should choose option 1, “technical support”):

United Kingdom: 01793-404925 (8:30AM-4PM UTC)
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)
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.

FAQ

Issue

What is the issue?First, 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. Second, a few customers have reported overheating and melting of their charging cradles.

How many units are affected?

At this time, the known reported cases involve approximately 0.2% of the watches sold to date.

Is my Basis Peak watch affected?

At this time, the known reported cases involve approximately 0.2% of the watches sold to date. As a precautionary measure, we strongly recommend you do not wear your Basis Peak watch until the software update is available and installed. This advice applies to all Basis Peak watches, worldwide.

I own a Basis B1. Is my watch affected by this issue?

Basis B1 is not included in this announcement and you may continue to wear it. However, you may return your Basis B1 watch for a full refund if you are dissatisfied with it for any reason.

Are you still selling Basis Peak watches?

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

Fix

Have you fixed the issue?We are investigating the cause of the overheating and are in the process of developing and testing a software update designed to shut off your Basis Peak watch if it detects overheating. We will communicate with Basis Peak watch users and update this page when it is ready.

Can I continue using my Basis Peak watch while I wait for the software update?

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. Your safety and satisfaction are our top priorities, and we are working hard to remedy this situation.

Can I cancel my Basis Peak user account?

If you wish to cancel your account, request that we no longer use your data to provide you services, or request that we delete your data, contact us athttps://support.mybasis.com.

Return/Refund/Exchange

Can I return my Basis Peak?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 Kingdom: 01793-404925 (8:30AM-4PM UTC)
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)
Switzerland: Use the France, Germany or Italy number based on language preference.

My Basis Peak is out of warranty. Can I still return it?

Yes. We are offering all Basis Peak watch users the opportunity to return their Basis Peak units for a full refund if they are dissatisfied with them for any reason.

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.

How much will my refund be?

The refund amounts vary depending upon where your watch was purchased. We will refund the manufacturer suggested retail price for your market, along with enough to cover shipping costs and taxes.

Can I exchange my Basis Peak for a new one?

If we have a software update to address overheating, we will also be able to offer exchanges while supplies last. If you are dissatisfied with your Basis Peak watch for any reason you may return it for a full refund.

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