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:
Customer Service Department
10900 Walker St
Cypress, CA 90630
Toll Free: 800-283-7839 ext: 6700
Email: [email protected]
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.