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post #1 of 10 Old 03-09-2009 Thread Starter
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Voluntary Safety Check - Standard Horizon Handheld VHFs -- Certain Models

I got a notice in the mail over the weekend concerning a "Voluntary Safety Check" for certain Standard Horizon handheld VHF models.

According to the notice, the models affected are the HX860S Floating Combo VHF/GPS, and the HX750S Floating HH VHF Radio.

I am assuming that the reference to model "HX860S" is a typo, and should actually read "HX850S". The HX850S is the model I own, and I'm not aware of a model "HX860S".

The notice states:

Quote:
Standard Horizon has received reports where the rear case may have stress cracks due to excessive torque of the screws when tightened on the assembly line. As a result, this may cause the product to have water integrity issues.

----

Please inspect your product(s) for the following inconsistencies: Cracks in the rear case located by the top two screws.

I mention this here because I have been recommending/discussing this integrated VHF/GPS/DSC unit on a regular basis. I bought one in Ocotober and have been otherwise happy with it.

Inspection revealed no cracks in our unit.


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post #2 of 10 Old 03-09-2009
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Good info... I like the SH handhelds, as I have an older HX471S unit.

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post #3 of 10 Old 03-13-2009 Thread Starter
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Folks,

I received the following note from Standard Horizon. They apparently did not care for my use of the term "Product Recall" in the original title of this thread (which read "Product Recall/Safety Check - Standard Horizon Handheld VHFs - Certain Models").

I initially used the term "recall" because I thought it would get more attention. My goal was to get the word out to fellow sailors about this potential problem. I felt an obligation to do so, since I have been recommending this unit up and down on SailNet. At the time, I was not aware of the limited scope of the problem.

I appreciate Standard Horizon's concerns, as well as the fact that they contacted me directly to provide the additional information below. I modified the title of this thread to more accurately reflect the nature of the concern.

I still recommend this very capable handheld VHF/GPS combo.


Quote:
Originally Posted by StandardHorizon
John,

Thank you for your post regarding the HX850S and HX750S.

In November we noticed a small crack in the rear case of the HX850S and halted shipping immediately. We did not resume shipping the HX850S and HX750S until December 22nd, after the problem was isolated and resolved.

Please see the message that I sent to Ben Ellison at Panbo on December 13th.

"As I stated on the phone today, we have recently received a small percentage of returns regarding the HX850S with a cracked rear case. It is believed that the case is cracking due to over torquing of the screws on the assembly line. As I stated, as soon as we realized the crack in the case, we halted shipment of the HX850S and HX750S until we could rectify the situation. All current inventory has been checked and we are 100% confident that any future product shipping from Standard Horizon after 12/22/08 will not experience this problem.

Please direct any Panbots experiencing the crack in the rear case to Standard Horizon's Customer Service Department. I have instructed our Customer Service Department to issue a UPS Call Tag and arrange for UPS to pick up the radio at the customer's residence or place of business. The radio will be shipped back to Standard Horizon for replacement of the rear case at no charge to the customer. I am confident that this is not a widespread problem and if you have any readers that want to contact me direct please feel free to extend my personal contact information."

I'm not going to put Jason's phone number here, but if you want it, email me. Meanwhile here's customer service info:


Standard Horizon
Customer Service Department
10900 Walker St
Cypress, CA 90630
Toll Free: 800-283-7839 ext: 6700
Fax: 714-527-9472
Email: marinetech@vxstdusa.com

Please note that we did not recall the HX850S or the HX750S, we instituted a voluntary safety check with the help of West Marine to maintain the integrity of the HX850S and HX750S. To date we have received less than 40 units returned do to the cracked case.


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Last edited by JohnRPollard; 03-13-2009 at 06:08 PM.
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post #4 of 10 Old 03-14-2009
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Good to know and good to know they are around keeping an eye on things as well.
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post #5 of 10 Old 03-14-2009
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Well...I just checked my SH HX850S (bought last September 08), and sure enough, the casing is cracked, even a little piece missing, by the upper right screw hole (looking at the back).

I've sent an email inquiry to SH. I'll post details when I hear anything.

Thanks for the info!

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post #6 of 10 Old 04-02-2009
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Quote:
Originally Posted by c40eb View Post
Well...I just checked my SH HX850S (bought last September 08), and sure enough, the casing is cracked, even a little piece missing, by the upper right screw hole (looking at the back).

I've sent an email inquiry to SH. I'll post details when I hear anything.

Thanks for the info!
Well, good news. Got a reply from SH the next day telling me to call in for pickup instructions. I made the arrangement and UPS picked up the radio (I had to repackage it in its original box).

I just arrived back at my house today, all fixed. They replaced the back cover...not bad. Great customer service and timely.

It's not whether you're paranoid...it's whether you're paranoid enough.

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post #7 of 10 Old 04-03-2009
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Sounds like very good customer service. I like the fact that they actually pay attention to the boards.

Maybe we can feed them our wishlists for the next generation of product. Like DSC radios with built-in GPS receiver for less than an arm and leg. The receiver chip isn't all that expensive and the supporting circuitry is even less. Add an antenna connector and away it goes.

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Quote:
Originally Posted by patrickrea View Post
...Maybe we can feed them our wishlists for the next generation of product. Like DSC radios with built-in GPS receiver for less than an arm and leg. The receiver chip isn't all that expensive and the supporting circuitry is even less. Add an antenna connector and away it goes.
They already have it! Our HX850S only cost about US$175 at the Annapolis boat show.

C40eb, Glad to hear that this notice helped and that your outcome was very satisfactory. I've always been happy with any Standard Horizon product I've owned, and your experience gives me continued confidence.


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post #9 of 10 Old 04-03-2009
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Thanks John, except now I'm bummed cause I spent just a little more than you on my 850.

Actually, not too much more...somewhere just north of $200. On sale and USPS discount (that's the Sail & Power Squadron, not the Post Office!)

Thanks again...I had never even noticed the cracks until I saw your post and checked. Good thing the radio had not yet been immersed.

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post #10 of 10 Old 12-27-2012
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Re: Voluntary Safety Check - Standard Horizon Handheld VHFs -- Certain Models

Just a note on how great Standard Horizon's customer service is! I am a loyal customer forever with this kind of service.

Background: I purchased an HX850S radio in March of 2009. I never had the opportunity to test or rely on its waterproof feature until last month when I took a wave into my dinghy while at a beach. The HX850S was floating in the wash when I got back in the dinghy. Unfortunately, the radio stopped working and, upon close inspection, I found the case was cracked near one of the screws on the back.

I contacted customer service mentioning that I understood that there was a manufacturing problem with some of these radios that led to a cracked case that allowed water to render the radio unusable. The three year warranty on the radio had expired earlier this year, but they said that they would repair the radio for free. I just got the radio back and it functions again!!!

Obviously, Standard Horizon stands behind their products and cares about their customers - what a great company (and the HX850S is a great radio)!
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