ELM/ELM2 Recall Update – MUST READ

As a follow-up to a blog post dated 6/19/14 and 9/2/14, please review again what we are doing along with what you and your customers can do to continue to get the word out.

On 5/28/14, an email was sent to your agency and distributors regarding the ELM/ELM2 Recall. Click here to view. Please read the details of this blog for more information.

We have a special website accessible via www.lithonia.com (look for the link in the middle of the left panel, highlighted in red) for end users to order free replacement circuit boards. We also have a dedicated call center in place (888-615-4501) should you have additional questions or would prefer to speak to someone about replacement board orders.  Below are the proactive steps we are taking and suggest you, your distributors and your contractors take to get the word out to end users.

WHAT ARE WE DOING?

1. We are sending a second notification by U.S. mail to each known job location where orders shipped potentially containing the recalled circuit boards, directing people to the recall website or the toll-free number where they can get instructions for inspecting their units and ordering free replacement circuit boards.
2. We have provided agency personnel with a spreadsheet containing all the orders for these products during the affected time period so they can see who these units were sold to.
3. We are continuing to send additional notifications to customer lists as they are provided to us by our distributor and retail partners.
4. Acuity Brands associates should look around while in public facilities to see if any ELM or ELM2 products are installed (hotels, restaurants, retail stores, government facilities, office environments, etc.). If so, you should talk with maintenance personnel to notify them of the recall and point them to the website or call center where they can order free replacement boards.
5. Acuity Brands associates, agents and distributors should encourage the electrical contracting base do everything possible to put their customers in touch with the recall website or call center.

 WHAT SHOULD AGENCY PERSONNEL DO?

1. You should once again ask your distributors to contact their customers who potentially purchased recalled products from their stock and instruct those customers to visit www.lithonia.com and click on ELM/ELM2 Recall Information or contact our call center at 888-615-4501.
2. You should remind distributors to print the poster from the ELM/ELM2 Recall website to post at their counter if they have not already done so. View the Poster here. The poster can be found on www.lithonia.com by clicking on “ELM/ELM2 Recall Information,” and then the “Customer Resources” tab.
3. You should remind your distributors to go through the normal return process for returning ELM and ELM2 product, in the unlikely event they have units in stock.
4. As you enter public facilities where these units are likely to be installed (hotels, restaurants, retail stores, government facilities, office environments, etc.), you should look around to see if any ELM or ELM2 product is there. If so, you should talk with maintenance personnel to notify them of the recall and point them to the website or call center where they can order free replacement boards.
5. You should encourage your contractors to contact their customers where they believe these have been installed and inform them of the web site and call center information. Alternatively, they can provide their customer information to the call center for us to contact them.
6. You should inform your contractors that we will work with end-users to satisfy their requirements for replacing the boards. This is not their problem and we will resolve it to the end-users’ satisfaction. We have installation services pre-arranged for customers who require it.

WHAT SHOULD DISTRIBUTORS DO?

1. Distributors should contact their customers to inform them of the recall if they have not already done so. They can direct them to the CPSC website for more information. The press release is posted at http://www.cpsc.gov/en/Recalls/2014/Lithonia-Lighting-Recalls-Emergency-Lights/.
2. Alternatively, distributors can provide the call center with contact information of customers who purchased these products and the call center will notify them.
3. Distributors should display the recall poster at their counter if they have not already done so. View the poster here. The poster can also be found on www.lithonia.com by clicking on ELM/ELM2 Recall Information, and then the “Customer Resources” tab.
4. Distributors should look around while in public facilities to see if any ELM or ELM2 products are installed (hotels, restaurants, retail stores, government facilities, office environments, etc.). If so, they should talk with maintenance personnel to notify them of the recall and point them to the web site or call center where they can order free replacement boards.

WHAT SHOULD ELECTRICAL CONTRACTORS DO?

1. Contractors should contact their customers to inform them of the recall. They can direct them to the CPSC website for more information. The press release is posted at http://www.cpsc.gov/en/Recalls/2014/Lithonia-Lighting-Recalls-Emergency-Lights/.
2. Alternatively, contractors can provide the call center with contact information for customer locations where they installed the products and we will notify them directly.

Your assistance is greatly appreciated and required to ensure we reach as many end users as possible to replace their recalled printed circuit boards. Sincerely, The Lithonia Lighting ELM2 Recall Staff