First of all, we sincerely apologize for the unexpected information provided to EU customers. However, please rest assured that regardless of the specific requirements, we will make every effort to alleviate the burden and assist A1 users throughout the process, taking responsibility for the recall.
Here is a brief explanation:
When we announced the comprehensive recall on February 4th, with a sense of responsibility towards our A1 users, we promptly initiated a voluntary recall and provided what we believed to be reasonable options for users to choose from, to avoid any risk concerns and provide the quickest solutions to everyone. We have to admit that, at that time, we did not have enough time to carefully study the specific regulatory requirements in various regions, and we failed to provide specific instructions tailored to users in different regions. At that time, we only mentioned in the official blog that in some countries, due to regulations, this self-replacement of the bed by the customer may not be an option.
During this optimization period, we have been dedicating our efforts to both technical improvements and testing validation of the heatbeds. Additionally, we are actively seeking legal compliance advice regarding the recall in relevant regions. Our goal is to complete the recall in a lawful and compliant manner, ensuring the protection of users’ safety and legitimate interests.
Based on the professional legal opinion and comprehensive evaluations, we have the obligation to truthfully inform European users about the inspection requirements of the machine after repair due to the requirements of the EU EN50678 standard (General procedure for verifying the effectiveness of the protective measures of electrical equipment after repair) or any applicable local equivalent standard.
In short, the EU EN50678 standard aims to ensure that the essential protective measures continue to function after a repair. For the A1 heatbed replacement scheme, the crucial point is to ensure that the heatbed power wires, electrical wire insulation and the yellow-green ground wire, which serve as a protective measure, are correctly reconnected. Therefore, as a corporation, it is our duty to ensure that the relevant procedures are carried out effectively. This is also the rationale behind our request for you to take photographs.
Additionally, we would like to explain that we encourage users to take three key photos during the replacement process, of the aforementioned locations. This will give us an opportunity to assist in confirming the correct procedure for the entire replacement process, thereby avoiding any unforeseen issues or risks in future usage.
If you are unsure whether your cable connections are correct, we are here to provide continuous assistance. We have urgently sought out institutions with the appropriate qualifications to help everyone.
Please rest assured that all related expenses will be covered by us, and the promised new heatbed and corresponding discount code will be sent to the customers.
If you need assistance, please reply to us on the original ticket, and we will provide specific instructions.