2GIG voluntarily recalls some panel components

Company says overheating problem rare but wants to be extra-cautious
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Monday, November 14, 2011

CARLSBAD, Calif.—2GIG Technologies, a home security systems developer known for its Go!Control panel—an all-in-one security and home automation system with a touchscreen interface—recently announced a voluntary recall of some of the GSM radio modules used with the panels because of a possibility they might overheat.

“We decided to do this out of an abundance of caution,” Todd Santiago, president of the company, which is based here, told Security Systems News in an email interview. He said problems occurred with a miniscule number of modules—just three out of more than 500,000 GSM modules 2GIG has sold are reported to have failed—but he said the company reacted swiftly.

It traced the problem “to a single purchase lot of suspect voltage regulators and issued a recall for this specific batch of radios” that began Oct. 19, he said.

Speaking to SSN in early November, Santiago said 70 percent of the suspect modules already had been replaced and the company was continuing to work with distributors and dealers to replace the rest.

“We have zero tolerance for issues like this that relate to our products. Our customers depend on our products for their safety and security and we don't take that lightly,” Santiago said. “Even though the statistical probability of the GSM radio failing is low, we have acted quickly to minimize the possibility of additional units failing.  It's important that our customers know we stand behind our products.”

He said that one of 2GIG’s larger customers brought the issue to the company’s attention around the beginning of October.

“There was no significant property damage, however in three cases the GSM units had apparently generated enough heat and smoke to cause some damage to the area immediately around the panel and to the panel itself.  While this is extremely rare, we felt a voluntary recall was the right thing to do,” Santiago said.