OTHER LANGUAGES     

VOLUNTARY RECALL OF THE NEO BT PRO

If you own an ARVA NEO BT PRO, stop using it immediately and follow the return procedure described below.

reactor system 2.0
Your safety first

For over 40 years, ARVA has been designing avalanche safety equipment with one constant goal: to ensure maximum performance and reliability. Every product undergoes rigorous testing to exceed industry standards.

Recently, we identified an isolated issue with some NEO BT PRO devices. This malfunction may lead to abnormal battery consumption, causing in some cases a restart and deactivating the transmit and search modes.

To ensure your safety, we have decided to voluntarily recall all NEO BT PRO units for inspection. If necessary, your device will be repaired or replaced free of charge.

Technical details of the issue

The malfunction is caused by a defective electronic component on the circuit board. After several months of use, this defect may manifest, although it was not detected during our rigorous quality checks carried out on 100% of the devices.

Once we were alerted by users, we inspected our entire stock and confirmed that only the NEO BT PRO model is affected. All other models in the range remain fully functional.

We are actively working to resolve this issue permanently, strengthen our production processes, and ensure a reliable and fast repair for each affected device.

focus airbag reactor 2.0
Return Procedure
1

FILL OUT THE RETURN FORM

  • Select the form corresponding to your region:
  • Once the form is submitted, a return label will be generated and should be printed.
2

PREPARE YOUR DEVICE

  • Carefully pack your NEO BT PRO and insert the completed form inside the package.
  • Send only the device, without the batteries, the holster, or leash or any other accessories (even if you purchased a safety kit with a shovel and probe).
  • Cut out the label along the dotted lines and place it flat on the package. Secure it with tape, ensuring that the information and barcodes remain visible.
3

SEND AND PROCESSING

  • Send your device according to the instructions on the return label.
  • Once received, your NEO BT PRO will be inspected, repaired if necessary, and tested before being returned to you.
  • You will receive a confirmation email containing the estimated processing time (on average, within 10 business days, excluding shipping delays).
Our Commitments to You

We are fully aware of the inconvenience this recall may cause, especially in the middle of the winter season. However, the safety of our users is our top priority. The entire ARVA team is committed to ensuring a quick and efficient processing of each affected device.

With 40 years of experience, we have learned to face challenges with humility and determination. While this recall is a difficult step, we remain confident in the reliability and potential of the NEO BT PRO. We want you to quickly regain full confidence in your device and continue to live the adventures that you are passionate about.

Thank you for your understanding and cooperation.

The ARVA Team

Understanding the Problem

What is the issue identified with the NEO BT PRO?

This malfunction results in abnormal battery consumption, which may cause the avalanche transceiver (DVA) to restart in a loop. In these cases, the transmit and search modes become inactive.

This issue is caused by a defective electronic component on the board. After several months of use, this defect may manifest, although it was not detected during our quality control checks on 100% of the devices.

Why was this problem not detected earlier?

The malfunction only appears after several months or seasons of use. Additionally, the number of affected devices is extremely low, which complicated statistical detection.

How was this problem discovered?

It was users who reported the issue to us, enabling our teams to identify the cause.

Has an accident occurred due to this defect?

To date, no accidents related to this issue have been reported.

Identification of Affected Devices

How can I tell if my NEO BT PRO is affected?

As a precaution, all NEO BT PRO units released since their launch will be checked. This concerns serial numbers NBP00052-1027 to NBP00287-1127 and NB00300-1127 to NB11675-0329.

Where can I find the serial number of my avalanche transceiver (DVA)?

The serial number can be found:

Under the barcode inside the battery compartment (e.g., NB01234-1234 or NBP01234-1234).

In the ARVA app, under the "Product Information" section.

How many customer cases are you aware of?

As of 01/20/2025, this issue has been reported on 0.4% of NEO BT PRO devices sold worldwide.

Recall Procedure

What should I do to return my product?

Fill out the online return form. The form will depend on your geographical region and will provide the necessary information for the return.

Where should I send my DVA for inspection or replacement?

The exact address will be provided when you create the return shipping label online.

Can I inspect my device myself?

No. Only our technical teams can inspect, repair, or replace your device if necessary.

Should I return the batteries with my DVA?

For industrial process reasons, we will not be able to return your batteries if you leave them in the DVA.

Should I return the holster with my DVA?

No, only return the DVA. Keep the holster and any other accessories with you, including the leash.

Repair and Return

How will the revision be carried out?

Your device will be sent to our factory in France, where it will be analyzed, repaired, or exchanged if necessary. Each device will be thoroughly checked before being sent back to you.

How long will it take to get my device back?

The processing of your DVA will take approximately 10 days after it is received at our facility.

What is the cost for the user?

The recall procedure is completely free and covered by ARVA.

Error during the generation of the return label.

In case of an error message, this may be due to several reasons. The phone number might not be in the correct format, the provided address could be incomplete, unauthorized special characters may have been used, or the indicated region might not be supported.

Specific Questions

Can I continue using my NEO BT PRO if it works properly?

No, we ask that you immediately stop using it and follow the return procedure to ensure your safety.

Will ARVA continue to sell the NEO BT PRO model?

Yes, after the full resolution of this issue, the NEO BT PRO will continue to be available. It remains a reference for its performance and reliability.

How will ARVA prevent similar cases in the future?

We have strengthened our component inspection processes upon receipt and optimized our production line as part of our continuous improvement efforts.

OTHER LANGUAGES