Philips Recall & Trade-In Rebate Program


Introduction


Philips has sent out a voluntary recall notice to customers who bought one or more Philips HeartStart Onsite, HeartStart HS1, HeartStart Home, and HeartStart FRx.  The recall is in addition to a previous notice first sent in 2012 that indicated an electric component (a resistor) in the device may fail.


The failure causes the AED to not recharge energy for a second shock after the first shock has been delivered to a casualty with an abnormal heart rhythm, even when the casualty requires a second shock.  This component is found in devices made between 2002 and the beginning of 2013.  Philips has since corrected the issue and AEDs made since March 2013 do not have this issue.


Philips AEDs include self-tests that run automatically when the AED is on stand-by mode.  Various checks run on daily, weekly, and monthly intervals.  These self-tests have been effective in catching 99% of critical issues.  Loud audible chirps alert users that there is an issue with the AED device.


However, in rare instances, self-tests might not identify the problem and the device may not deliver a shock when required.  As of the end of February 2018, Philips is aware of 13 instances in which this component failed during treatment.  Out of those instances, the AED delivered at least one shock before failure.  Among the cases where the outcome is known, 5 casualties died and 2 casualties were successfully resuscitated and survived.


(Be aware that survival rates of casualties in cardiac arrest are about 25% when the AED is used by a bystander and 10% if an AED is not used at all).


What the Customer Needs To Know

  • Customer received this recall notice because Philips is:
  • Reminding them about the nature and meaning of the audible chirps, and
  • Notifying them what to do in extremely rare circumstance that self-tests fail to detect the AED’s inability to function normally and deliver a shock when one is needed.
  • At least one of the Customer’s Philips HeartStart Onsite (also known as HeartStart Home or HS1) and/or HeartStart FRx is made between 2002 and the early months of 2013; and the device may be affected by this issue.
  • If a Customer’s Philips AED emits a series of single chirps (e.g. chirp…chirp…chirp…), the customer should:
  • Press the flashing blue “i” button
  • The AED will inform the user what actions should be taken (e.g. replace battery)
  • If a Customer’s Philips AED emits a series of triple chirps (e.g. chirp, chirp, chirp…chirp, chirp, chirp…chirp, chirp, chirp…):
  • During Stand-By Mode, contact Philips Technical Support immediately
  • 1-800-263-3342, then select option 1
  • During an Emergency Rescue, press the flashing “i” button and follow the voice prompts
  • Users may be instructed to remove the battery and reinsert to “re-boot” the AED – this procedure should only be done once
  • Once the emergency is over, contact Philips Technical Support immediately
  • 1-800-263-3342, then select option 1
  • Philips originally provided notice to owners in 2012 regarding the potential hazard with this issue.  This notice provide additional information and a link to an online instructional video regarding the audible chirps.
  • www.philips.com/aedaudiblechirps
  • The customers should check the serial number (S/N) located at the back of their device
  • The first 4 characters are what the customer should be checking:
  • The first letter indicates type of device:  “A” for Onsite/Home, and “B” for FRx
  • The two digits indicate year of manufacture:  e.g. “02” indicates 2002, “11” indicates 2011
  • The letter in the fourth position indicates month; e.g. “C” for March, “E” for May
  • Examples:
  • B09C-01002 was manufactured in 2007 in March
  • The recall notice covers devices made in 2002 to the beginning of 2013
  • Not all AEDs made during this time contain the resistor associated with the reported failures
  • If the AED is covered within this notification and is still under warranty, the owner is entitled to trade the existing device for a refurbished device or for a trade-in rebate for a new device
  • If the current AED is no longer under warranty, the owner can trade-in their current device for a rebate towards a free Philips Onsite AED
  • Trade-in Rebates range from $65 to $800 depending on the age and model of the AED


Procedure

  1. Review “What the Customer Needs to Know” notes above with the customer
  2. If the customer’s device is still under warranty and the customer wish to exchange the AED for a refurbished AED, the customer can contact Philips Technical Support at 1-800-263-3342, then select option 5
    1. The warranty for Philips HeartStart Onsite and FRx is 8 years from the date of purchase
  3. If the customer’s device is no longer under warranty or if the customer wants to trade-in the AED for a brand new AED, go to next step (Step 4)
  4. Ask the customer for the serial number of their Philips AED
    1. You may have to help the customer find the serial number (S/N)
  5. Compare the serial number with the Rebate Chart (below)
  6. Provide the rebate value to the customer
    1. If the customer is unsure about getting another Philips AED, provide the customer with another brand (e.g. Zoll or Cardiac Science)
    2. The Philips HeartStart is unavailable until further notice – a good alternative is the Zoll AED 3 since it is on promotion or the Zoll AEDPlus
    3. Rebates cannot be applied to other brands
  7. Inform the customer that they will need to complete an AED Rebate Form (download attachment below) and need to send back their AED
    1. The Rebate Form will be emailed to them and that they can fill in the form on their computer and send back directly from the form
    2. When the customer receive their new AED, there will be a return label for their old AED
  8. Inform the customer that rebate will apply once we receive rebate from Philips (meaning they must send the recall AED to us). We can apply a credit to their account or refund by sending them a cheque.
  9. If the customer would like to proceed with the purchase using the trade-in rebate, create invoice/receipt and take payment. 
    1. Invoice/Receipt should contain rebate amount for future reference
    2. Type in "Philips Rebate Program" in the notes
  10. Remind the customer to complete the AED Rebate Form that will be emailed with their receipt and remind them to send back their old AED when their new one arrives by courier
    1. Send invoice/receipt  and AED Rebate Form to the customer
    2. Ask the customer to complete and sign the AED Rebate Form and send the form back by fax, 604-321-2650 or email customerservice@bc.sja.ca
  11. Copy email to orders@bc.sja.ca
  12. Update Smartsheet and write down “Philips Rebate” in the Notes section
  13. When the AED Rebate Form is received from the Customer, attach to the corresponding order in Smartsheet


Rebate Chart


Value of Trade Chart