Dear Basis Peak community member,
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 them part of your daily lives, and we are very sorry for the disruption this will cause you.
To return your watch and obtain a full 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 (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.
We will send you a preprinted shipping label. 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.
The most current information and answers to frequently asked questions on this safety recall will be at https://www.mybasis.com/safety.
Thank you for your patience and support while we worked to address this issue. We regret that we don’t have a better outcome.
Senior Vice President and General Manager, Intel New Technology Group