BCA Tracker2 recall, software defect

[Lftgly]

I’m a little pissed that I upgraded to the latest-and-greatest BCA Tracker2 in October, and then found out by word-of-mouth this weekend about the software defect. My skiing partners, who had not registered the warranty, were contacted by the retail shop from whom they purchased their two Tracker2s. Sounds like 10 out of almost 200 units at Jackson Hole patrol had issues – so I have a 1-in-20 chance that my transceiver will stop transmitting?!? I still believe it’s the best & easiest-to-use transceiver available. Waiting to hear back from BCA with an RMA...

http://backcountryaccess.com/blog/?p=2718
January 10, 2011
BCA has recently started shipping a new version of software for our Tracker2. The new software (version 4) addresses an issue discovered by the Jackson Hole ski patrol and alpine guides in a fleet of 182 beacons purchased in mid-November. Several of the Jackson Hole units have inadvertently entered our opticomm reprogramming mode. As a precautionary measure, we have replaced the Jackson fleet with version 4 units, which addresses this concern. We will analyze their original fleet to determine the extent of the problem.

The problem the units experienced caused them to occasionally go into opticomm mode inadvertently. Opticomm is a programming mode which is used to download new software through our optical communication window on the front of the unit. When the Tracker2 is in opticomm mode, it does not transmit. Normally this mode is activated by disconnecting and reconnecting one of the batteries while the unit is attached to our opticomm reprogramming accessory. However, it appears that this mode is occasionally being triggered by a buildup and discharge of static electricity.

If your Tracker2 occasionally reboots while it is off or in transmit mode, then it is experiencing a power interruption. This is always accompanied by an audible beep. (This should not be confused with the warning beeps that sound when the beacon is left in transmit or search mode for extended periods of time.) After a power interruption, the Tracker2 will usually return to the mode it was in: search, transmit, or off. While the issue of power interruption is not a major concern, we hope to determine if the issue of entering opticomm mode is significant enough to warrant a corrective action. In the meantime, we are offering free upgrades to our version 4 software. This software version provides additional safeguards against inadvertently entering opticomm mode.

To determine if you already have version 4 software, disconnect and reconnect one battery while the unit is off. After displaying “t2,” the unit will then display the software version. If the display reads “r04,” then you have the most recent software. This software has been included in all Tracker2 units shipped since late December.

We apologize for this complication and are working diligently to analyze and rectify the issue. If you would like to upgrade your Tracker2, please contact BCA at info@backcountryaccess.com or (303)417-1345 and we will provide you with a return authorization number. Thank you for your patience and support.

[Lftgly]

Yesterday, I read online a reference to 10 out of 200, hence the 1-in-20 remark, but I cannot find that link today. BCA refers to “several” out of 182 at JHMR. “Several” means more than 2, so 3/182 means I have a better-than 1-in-60 chance of transceiver failure.

Great T2 review here:
http://www.wildsnow.com/2349/backcou...beacon-review/

[icelanticskier]

thanx for passing this along. was gonna get one to replace my old m2. still want a tracker 2, but will wait to see what happens.

rog

[skibumm100]

I bought two this year and have RGA #'s for both. They both seem to work fine but I didn't want to part with them both at the same time. I'll send one back when I get back from vacation. I'm still glad I picked he T2. They don't get much easier.

[Lftgly]

Used the free UPS (ground) shipping label BCA provided, picked up in NH @ 5PM 2/24, arrived in Boulder 3/2 = 6 days. I'm not surprised, but I'm not going to get this back from BCA for another week.

If I had shipped it on a Monday, I might have missed only 1 weekend of use.

I have a slightly older (digital) Ortovox for my own use, but I'm without a loaner for a partner for awhile.

Right after I get the T2 back, the X1 is going out for a 'check-up'. Ortovox USA has been kind enough to offer to test my X1, out-of-warranty since 2008.

BCA is not alone in the snow-sports industry when it comes to lack-luster response to product liability issues (i.e. the AT boot defect that caused a casualty in Ammonoosuc Ravine last year, which Salomon was aware of, but sold remaining stock anyway).

I'll be satisfied with the way BCA is handling this, after every one who bought a new T2 is made aware of the possible defect, and the available software upgrade, so the customer can make their own decision whether to ignore the issue or upgrade; and after every retailer with older units in-stock gets them upgraded, and the packaging on shelves clearly states it contains R04 version software.

I wish the snow-sports industry would put their customers ahead of the bottom-line, when responding to product liability issues; if handled well, that builds customer loyalty. I understand why they don't want to risk negative PR and falling sales for recalling a product, but by letting ignorant customers take the risk of injury or death, mfgs risks even worse PR and potential lawsuits.

The on-line retailer I purchased from claims they emailed several other customers, apologized for not contacting me, and has upgraded their stock.

By the way, most avy transceivers can and should be returned to the manufacturer for testing and calibration before the warranty is up, at little or no cost other than shipping. Something I neglected with my other transceiver.

This T2 issue is no worse than the loose-battery-syndrome that affected several makes and models of transceivers a few years ago, and BCAs handling of this T2 issue is comparable to how their Euro competitors handled that.

I still think the Tracker2 is one of the best, and I'd still recommend one to a friend, or buy one again.

[skibumm100]

I have a habit of not mailing back the product registration cards that come with just about everything these days. I bought one of my T2's from EMS and one of them from an individual. Did anyone receive a notice from BCA? If so, did they return their registration card or did a retailer contact them about the problem? I'm wondering if BCA contacted people who returned their cards. That would be the responsible thing to do.

[jshefftz]

Originally Posted by Lftgly

BCA is not alone in the snow-sports industry when it comes to lack-luster response to product liability issues (i.e. the AT boot defect that caused a casualty in Ammonoosuc Ravine last year, which Salomon was aware of, but sold remaining stock anyway).

That's not quite right. Salomon designed an interface that was woefully inadequate, and should have been immediately obvious as such. But they started selling an initial product batch anyway (kind of an early 2010-11 season release). The first failure occurred during an AMGA exam, and entirely unknown where/how the guide brought this to Salomon's attention. The second failure was in Ammo, and once I had Lou blog about it, Salomon recalled (and destroyed) all existing stock.

Originally Posted by Lftgly

This T2 issue is no worse than the loose-battery-syndrome that affected several makes and models of transceivers a few years ago, and BCAs handling of this T2 issue is comparable to how their Euro competitors handled that.

One beacon model had one such allegation, which was never replicated. The company had to suffer through issuing a battery compartment door retrofit because of pressure from the CPSC. I'm not award of any other such reports.

[boardman]

Originally Posted by Lftgly

This T2 issue is no worse than the loose-battery-syndrome that affected several makes and models of transceivers a few years ago, and BCAs handling of this T2 issue is comparable to how their Euro competitors handled that.

damn, funny you should mention this, because my BCA Tracker (older model) has had issues with batteries. The ones that came with the device fit and work well,.but I've tried to change the batteries with other brands, and they did not fit the same, and caused the Tracker to keep resetting. I put the old batteries in and as of last year, they were still giving me a 97 and beacon tests with partners showed it was functioning properly, but I really need to replace them soon. Anyone else have this issue?

[Lftgly]

Boardman-
With kind regards to Scheffy, I recall that a ranger at our own MWAC had found problems with loose batteries in several makes & models.
JS is a stickler for details, so I'm sure he is right, if he says that only 1 manufacturer offered battery compartment door replacement parts.
This was so long ago that I can't easily retrieve the relevant emails, which I've archived somewhere.
The problem is caused by varying diameters of AA or AAA batteries.
wikipedia List_of_battery_sizes
The variation between different manufacturers may or may not fall within specified tolerances.
The WMSAR WG recommended that we all use the primary brands of batteries (like those copper-top and bunny brands), and avoid less expensive brands.
The replacement battery compartment door part kept the batteries from rattling around inside.
You may be able to acheive the same result with a few millimeters of non-conductive padding.

Better yet, email BCA about it! I'm sure they'll be eager to help you out.

BCA shipped my T2 back yesterday, less than 24 hrs after they received it.

[Edge]

Thanks for all the feedback on our software update. It took forever to get the Jackson fleet back for inspection. As it turns out, the issue of rebooting into opticomm mode is still theoretical; it has never been verified to have occurred in the field. We have been able to make it happen in our lab, but it is very contrived. Several of the problem units from Jackson actually had a short circuit in the loudspeaker, which caused the batteries to drain faster than normal. Dead batteries show the same indication as opticomm: a decimal point in the display. Several of the other beacons that were reported to have problems were actually Tracker DTS (not Tracker2) and were caused by using lithium batteries. However, we're still offering the T2 software upgrade to address the remote possibility of rebooting into opticomm mode.

Considering that this is basically a theoretical issue and we have gotten the word out fairly effectively, we're satisfied with the level of consumer outreach we've performed to date. We targeted the internet forums first (this one was not on my radar, despite being a Tuck's regular in my youth . Then we targeted fleet owners by doing upgrades on site so they wouldn't be without beacons. Then we targeted our retailers, who sent back any remaining stock (almost all were sold out anyway) and many of whom contacted their T2 customers. Now we're working on our warranty registrations, to be we sure we get to anyone the retailers didn't contact.

I don't want to downplay the importance of the software update; we encourage you to get it done at your convenience. However, I did want to clarify that there is certainly not anywhere near a 1:20 or 1:60 chance of your beacon rebooting out of transmit and into opticomm. At this point, it's still "undefined," as is any number divided by zero. If you choose to get the upgrade, I promise you'll get great service, especially now that we're through the crux of the shipping season. Please feel free to contact me directly if you have any questions or want me to personally expedite your upgrade.

Have a great spring!
Bruce Edgerly
VP/Co-founder
Backcountry Access, Inc. (BCA)
edge@backcountryaccess.com
http://www.backcountryaccess.com/blog
(check out the airbag rescue in todays blog!)

[Edge]

Originally Posted by boardman

damn, funny you should mention this, because my BCA Tracker (older model) has had issues with batteries. The ones that came with the device fit and work well,.but I've tried to change the batteries with other brands, and they did not fit the same, and caused the Tracker to keep resetting. I put the old batteries in and as of last year, they were still giving me a 97 and beacon tests with partners showed it was functioning properly, but I really need to replace them soon. Anyone else have this issue?

It sounds like the battery contacts on your Tracker DTS might be beat down enough so you're not getting good contact with some kinds of batteries (yes there can be large variations). This can be caused by leaving the batteries in the unit during many off-seasons, which often leads to corrosion and weakening of the spring steel. While we don't make a habit of warrantying corroded contacts, I can't say what the actual problem is without seeing it. So please contact Kyle (warranty@backcountryaccess.com) in the BCA shop and he'll take care of it! Tell him Edge sent you (no charge). Sound good?

[boardman]

Originally Posted by Edge

It sounds like the battery contacts on your Tracker DTS might be beat down enough so you're not getting good contact with some kinds of batteries (yes there can be large variations). This can be caused by leaving the batteries in the unit during many off-seasons, which often leads to corrosion and weakening of the spring steel. While we don't make a habit of warrantying corroded contacts, I can't say what the actual problem is without seeing it. So please contact Kyle (warranty@backcountryaccess.com) in the BCA shop and he'll take care of it! Tell him Edge sent you (no charge). Sound good?

Sounds better than good. Thank you.

[jshefftz]

Originally Posted by Lftgly

With kind regards to Scheffy, I recall that a ranger at our own MWAC had found problems with loose batteries in several makes & models.
JS is a stickler for details, so I'm sure he is right, if he says that only 1 manufacturer offered battery compartment door replacement parts.

He claimed that a certain beacon (just one unit of one model) upon a hard slap/knock lost power because of a loose battery connection.
This was never replicated by anyone else (with that model or any other model).
But the CPSC decided to make an example out of that company and forced the company to send out replacement battery compartment doors.
(I'm intentionally omitting the name of the company since I think they really did get railroaded here.)