Customer Service: Please call (800) 505-5088

Frequently Asked Questions:

General Information
Product Replacement
Reimbursements
Product Returns
Additional Information

General Information

1. How do I determine if the unit I have is affected?
   
   To determine if a unit is affected you must look at the following:
   
   1. Verify the unit is an Edwards unit (see question 2 to differentiate Edwards unit from competitor units)
   2. Unit must be a 135F model. Check "135" is printed on the side of the detector in large font.
   3. Unit must is either -
      1. Installed in a life-safety application (see question 3) with a date code higher than January 1, 2004 (date code: 04001. Please file a claim immediately if your unit falls into this category; or
      2. Unit is within the warranty period: For a unity to qualify inside the warranty period, the date code must be higher than January 1, 2014. The date code is showed after the "135F" information and consists of 5 digits. The first two digits indicate the year, the other three digits indicate the day in the year. This number must be higher than 14004 to qualify as within recall scope.
   
   NOTE: If your unit is not installed withing the warranty period, then your unit is outside of the scope of this recall.
   
   Table 1: Affected models
2. Are there any markings/features that differentiate Edward's unit vs competitor units?
   
   
   • Edward's units has a smooth top with a collector disk on top, no layers.
   • Detector has printed "Not a life safety device" on top of the detector.
   • Collector disk has small holes along the edge.
   
   
   
   
   
3. How do I determine if my unit is installed in a life-safety application?
   
   
   • Please refer to 2: Potential Safety Applications in the Tech Facts Bulletin (TF00008) for a detailed explanation of building codes and life-safety applications. If any of the following commercial facility uses applies to your unit installation, please consider it a life-safety application and file a claim as soon as possible.
   
   

   Commercial Facility Uses of Heat Detectors	Purpose
   Elevator Power Shutdown	Provide electrical safety prior to sprinklers activating (above 135F) and preventing failed egress (being trapped in elevator).
   Reduction in Fire Barrier Resistance of Construction Materials	Retrofit application exception (old codes had lower time requirements for burn through).
   In Lieu of Smoke Detectors	Exception based scenarios due to ambient (dirty) conditions in certain occupancies typically requiring Authority Having Jurisdiction or Engineer Design Approval (not an installer decision).
   In Lieu of Sprinklers	Special circumstances in certain occupancies allow exceptions: Non-occupied spaces (attics); no machinery present (e.g. HVAC equipment); apartment buildings, etc.
   For Releasing Door Locks	Any detected alarm heat, smoke, or sprinkler water flow needs to release Access Controlled doors for egress.
   In Lieu of Manual Pull Stations	Reducing manual false (intentional) alarms in educational gyms, auditoriums, and assembly areas.

   
   
4. How do I read the date code?
   
   
   • The date code consists of 5 digits (YYDDD) where YY = last two characters of calendar year, DDD = Ordinal/Julian number of the day of the calendar year. The date code has to be higher than 14004 (January 1, 2014) for the detector to qualify as within the warranty period.
   
   
   
5. Can I file a claim for units older than the warranty date code?
   
   
   • No. Units outside of the warranty period that are non-life safety installations are outside of the scope of this recall.
   
   NOTE: Models with date codes prior to January 1, 2004 should be replaced per NFPA 72 and ULC S-536 requirements, which recommends replacement of heat detectors after fifteen years, and are therefore outside the scope of this recall, but you should still replace them at your expense.
   
   
6. I have an affected unit, what are the next steps?
   
   
   1. If you are a business owner, please contact a fire alarm professional of your choice for a replacement alternative.
   2. Read and understand the Tech Facts Bulletin (TF00008) which outlines the scope and solution for this recall. Record the Form Registration Code as it will be required to file a claim.
   3. Determine if your unit is within the scope of this recall to file a claim.
      If your unit is installed in a life-safety application (see table in question 3) OR if it is within the warranty period (date code is higher than 14004), your unit is within the scope of this recall and you can go ahead and file a claim.
      You can also go to the Edwards Recall Center and follow the claim steps to determine if your unit is within the recall scope.
   4. Replace unit with a suitable alternative, as advised by a fire alarm professional.
      To remove the detector: Insert the tip of a screwdriver into the rectangular slot in the side of the detector base (see applicable mounting illustration for location of slot), lift the locking finger of the mounting plate, and turn the detector counterclockwise until it can be withdrawn from the plate.
      
      

      

      
      
      
   5. Destroy the unit by ripping off the collector disk that is attached to the top of the detector using a set of pliers. Please wear safety gloves or other personal protective equipment to perform this step. Ensure the collector disk and plunger are completely separated from the unit.
      
      If a blue plunger is still in place and attached to the unit, use a screw driver and a hammer to break the plunger sitting on top of the detector.
      
      
      
      
      
   6. Take a photo and complete written certification to submit as proof of destruction. Photo must show the unit's details (type of detector, date code, etc.,) printed on the side of the unit, and the collector disk that was previously removed must be placed on the side of the unit upside down so that the copper ring is showing. These instructions are available in the Tech Facts Bulletin (TF00008) on our website under the Field Destruction table (see sample photo below).
      
      
      
      
      
   7. Start claim in Edwards recall website. Provide the Form Registration Code, your unit details and contact information. Then, follow the claim process by submitting a photo as Proof of Destruction and signing the Certificate of Destruction. Then, follow their instructions for reimbursements. Record the claim ID provided on the website and sent to you via e-mail to follow through with your claim status.
   8. Receive claim approval confirmation from Edwards recall center with the reimbursement amount and estimated processing time via e-mail.
   9. Receive reimbursement from Edwards. Once your claim is approved, you should receive a reimbursement from Edwards. Fire Alarm Professionals should not charge end users for labor and materials related to this remediation, to the extent reimbursed by Edwards.
   
   
7. What do I do with the unit when I remove it?
   
   Once the unit is removed and a replacement alternative is put in place, proceed to the field destruction step outlined in the Tech Facts bulletin and above (see step 4 under question 5). Units can then be disposed according to state's regulations.
   
   
8. Can I remove the unit from my system without replacing with an alternative? Will my system work if it's removed?
   
   No. You must have a replacement available before you remove the unit from the ceiling. If the unit is removed and no replacement is installed, the Zone where the detector was located will be deactivated, sending a trouble alert to the panel, but the rest of your system will continue to function.
   
   
9. What is the risk if I do nothing?
   
   If the units are installed in certain commercial applications, there is a life safety risk in which the device will not activate in the event of a fire. Edwards is asking you to replace any affected units installed in life-safety applications immediately.
   
   Heat detectors in residential applications are not life safety devices and are used for property protection. If used in residential applications, detectors should also be replace to ensure property protection.
   
   
10. Is this action mandatory?
    
    Yes. By Health Canada direction, units installed in life-safety applications must be destroyed and replaced.
    
    

Product Replacement

1. What product should I use as a replacement?
   
   Please consult a fire alarm professional for a suitable replacement option.
   
   
2. Will a competitor product have the same/ similar issue?
   
   Edwards can only provide information regarding its product. For questions on competitor product, please contact a fire alarm professional of your choice.
   
   
3. Will I be charged for an alternate replacement?
   
   If your product qualifies as within recall scope and the required documentation to certify destruction is provided, Edwards will reimburse you a fixed amount per unit to account for materials and labor. Fire alarm professionals shall not charge end users for such costs, to the extent reimbursed by Edwards for same.
   
   

Reimbursements

1. How will I be reimbursed? Check, credit, etc.?
   
   If you are an Edwards customer and have an account number, Edwards will issue a product credit to your account for reimbursement. If you are not an Edwards customer, you will receive a check in the mail from Edwards Recall Center. Reimbursements will be given upon approval of proof of destruction documentation.
   
   Reimbursement amounts will be available upon submission and approval of required documentation to certify destruction.
   
   
2. When will I receive the reimbursement?
   
   Reimbursements will be issued upon approval of proof of destruction documentation. You will receive a notification if your submission has been approved. Refunds will be processed based on the order in which they are received and typically take anywhere from 10 to 20 business days to process depending on claim volume.
   
   
3. How long will it take to process the documentation submitted? How will I get notified?
   
   Documentation approval will take up to 3 business days. Notifications will be sent via email using the claim ID provided as reference.
   
   
4. I had an account with Edwards but it is no longer active. How can I get a refund?
   
   Edwards Recall Center will issue a refund check on the mail to account for reimbursements for customers who are no longer an Edwards’ customer.
   
   
5. Will Edwards compensate me for the difference in cost of an alternative product?
   
   No. If your product qualifies as within recall scope and the required documentation to certify destruction is provided, Edwards will reimburse to account for the unit and labor.
   
   
6. Will I be compensated for Labor or any additional installation costs?
   
   Yes. Labor compensation in a fixed amount per unit will be included in the total reimbursement issued either via check or product credit.
   
   

Product Returns

1. Can I return my unit instead of destroying it in the field?
   
   No. All units within scope of this recall must be field destroyed.
   
   Table 2: Julian Date Calendar
   
   
   

Additional Information

1. Who do I contact if I have a problem and need assistance?
   
   For any questions about this recall, Please have your unique identification number and contact Edwards Recall Center at (800) 505-5088 or edwards@rsvpcomm.com
   
   
2. Supporting Documents
   
   280 Series Heat Detectors
   Fixed Temperature Heat Detectors