“On June 13 we shared reports of overheating in Basis Peak watches, and we recommended that you stop wearing your Basis Peak watch right away. We had hoped to update the software on your watch to address the problem. Unfortunately, despite our best efforts, we aren’t able to develop such a solution without completely compromising the user experience. As a result, we are asking that you return your Basis Peak watch and authorized accessories for a full refund at your earliest convenience. This was a tough decision, but your safety is our top priority.

We are issuing this safety recall of the Basis Peak watch because the watch can overheat, which could result in burns or blisters on the skin surface. It is important that you stop using your watch immediately and return it. Although we are stopping support for Basis Peak immediately, you can access your data until December 31, 2016. After that date, the Basis Peak services will be turned off. Once we shut down the services, your watch will no longer be able to sync, which will cause it to stop working.

On behalf of the Basis Science team, I want to personally apologize for this situation. We know that many of you love using your Basis Peak watches and have made it part of your daily lives, and we are very sorry for the disruption this will cause you.

Information on how to return your watch and get a refund is below. Please return your watch with the charging cradle and other authorized accessories. If you have already received a label but not yet returned your watch, we urge you to do so as soon as possible.

Thank you for your patience and support while we worked to address this issue. We regret that we don’t have a better outcome and we apologize for the inconvenience.

Josh Walden

Senior Vice President and General Manager, Intel New Technology Group

Refunds

To return your device and obtain a refund for your Basis Peak watch, customers worldwide can visit https://support.mybasis.com. Customers can also call the following numbers (at the prompt, callers in Europe should choose option 1, “technical support”):

United States and Canada: 1 (844) 622-7472 (7AM-5PM PST)
France: 01-41-91-85-29 (8:30AM-4PM UTC)
Germany: 069-9509-6099 (8:30AM-4PM UTC)
Italy: 02-696-33276 (8:30AM-4PM UTC)
Spain: 91-377-8166 (8:30AM-4PM UTC)
United Kingdom: 01793-404925 (8:30AM-4PM UTC)
Switzerland: Use the France, Germany or Italy number based on language preference.

 

How do I know if my watch is affected by this recall?

This recall involves all Basis Peak watches, regardless of date manufactured or sold. Below is information to help you determine whether your watch is a Basis Peak watch.

The Basis Peak is shown in the below photographs.

The Basis Peak was sold with the charger cradle shown in the below photographs.

The Basis Peak has a serial number laser-etched under the strap on one side of the watch body, and regulatory markings on the other side of the watch body, as shown in the below photographs.

The Basis Peak has the following UPC codes:

Version UPC Code
Basis Peak, Silver, United States 856604003189
Basis Peak, Silver, Canada 856604003288
Basis Peak, Silver, Europe 856604003424
Basis Peak, Black, United States 856604003271
Basis Peak, Black, Canada 856604003295
Basis Peak, Black, Europe 856604003431
Basis Peak, Titanium, United States 856604003349

More info

Basis Peak watches