Announces Customer Care Program For Affected Customers
Editor's Note:
On Wednesday, ANN reported on the move by Chelton distributor Direct-To
Avionics (D2A) to recall systems utilizing the Crossbow Technology
425EX AHRS, as well D2A's decision to stop furnishing the 425EX as
part of its future experimental Chelton EFIS systems.
D2A president Kirk Hammersmith told ANN E-I-C Jim Campbell the
company had given Crossfire time to resolve problems experienced
with the unit, to no avail.
"Attitude is everything when it comes to an EFIS, and
customer safety is paramount as far as we’re concerned,"
Hammersmith told ANN. "We refuse to support a product that can give
a pilot erroneous attitude information, and we’ve experienced
100% failure of the Crossbow 425’s that have been put out in
the field."
Of course, there are two sides (at least) to every story --
and we asked Crossbow officials to respond to the allegations
levied against their product. On Friday, they responded.
In a letter to its customers affected by the recall (the
full text of which is below) Crossbow states a revised version of
the 425EX is in validation testing now; once tests have been
completed to Crossbow's satisfaction, customers will be able to
obtain the revised equipment directly from Crossbow.
Customers using Crossbow's NAV420 -- on which the NAV425EX is
based -- will also be provided with the necessary upgrades at that
time.
In the interim, Crossbow reiterates its earlier statement --
relayed through previous service letters -- that customers limit
their use of the 425EX AHRS to day/VFR conditions only.
Dear Crossbow Customers,
Crossbow fully
understands that it is extremely unfortunate and unacceptable that
customers have experienced intermittent startup, GPS, and EMI
problems when the Crossbow NAV425EX AHRS is used in conjunction
with the Direct-To Avionics EFIS products. At Crossbow, we are
committed to providing safe, reliable products which live up to our
customers’ expectations. Our customers’ safety is
always our top priority and as pilots we understand that our
products play a crucial role in safe flight. As stated in our
previous service letters, the NAV425EX should only be used in
VFR/day conditions until an upgraded version is released.
Crossbow has addressed the problems reported in connection with
the NAV425EX AHRS as stated in our service letters posted on our
website. We have a solution that is in validation testing now. The
intermittent nature of the reported problems has made them
difficult to observe, solve and validate in our laboratory. Status
and details of the solutions are and will continue to be available
on our website. The solution process has been longer than
either Crossbow, or Direct-To Avionics desired for our NAV425EX
customers. We deeply regret the delay and inconvenience we have
caused our customers and partners.
Direct-To Avionics has ended their business relationship with
Crossbow. Crossbow is committed to our AHRS customers and their
flight safety and therefore will directly support all customers
that purchased NAV425EX from Direct-To Avionics by directly
providing a software and hardware upgrade at the completion of our
validation testing.
The NAV425EX is a modified low cost version of our standard
NAV420 catalog product and is built to a Direct-To Avionics
specification. All standard NAV420 products will also be eligible
for upgrade to the latest released hardware and software
configuration upon completion of validation testing.
The upgrade program will be operated directly by Crossbow to
ensure complete satisfaction for NAV425EX AHRS customers. Status of
the upgrade program and the procedure for completing the upgrade
will be posted at www.xbow.com
Crossbow has asked affected customers to contact customer
service at 1-800-XBOWTEC, or fill out a customer survey on their
website at www.xbow.com/support,
or contact Dean Johnson, Vice President, directly by email djohnson@xbow.com
or phone @ 408.965.3348.