From Petzl Australia👇
We have received reports of users experiencing rope slippage while using the ZIGZAG®, ZIGZAG® PLUS and ZILLON.
Following these reports, we have identified two defects causing the slippage. We, therefore, ask you to do a manual inspection and a function test of your product to detect any possible slippage. In case your product slips, we are providing details on our local after-sales returns service.
This information concerns only the following products:
ZIGZAG (D022AA00), ZIGZAG PLUS (D022BA00), ZILLON (L22A 025, L22A 040, L22A 055) with serial numbers between 18L 0000000 000 and 21G 0000000 000.
Customer returns alerted us to slippage with new or slightly used ZIGZAG / ZIGZAG PLUS / ZILLON products.
Following our technical investigations, we were able to identify the causes of the slippage. They related to a variance in our production process, resulting in two types of defects in the release levers on ZIGZAG, ZIGZAG PLUS and
▪ random malfunction of the spring effect of the upper release lever,
▪ variance in the surface treatment resulting in a modification of the geometry of the release lever.
This production variance causes premature wear on the release levers, resulting in slippage that can be observed after a few months of use, or even on new products.
The situation leads us to three actions:
1. Stop sales of current products. We are working to solve the problem with the goal of being able to deliver new products (Ex France) after November 1st, 2021
2. A request for inspection of your product by following the two specific points of the PPE inspection procedure.
3. An end user after-sales service offer to redress the inconvenience caused by the slippage of your product (exchange via petzl.com.au or refund via the retailer you purchased it from)
PPE Inspection points to carry out on your ZIGZAG / ZIGZAG PLUS / ZILLON product.
Check the effectiveness of the upper release lever return spring (1) and the mobility of the lower release lever (2) for ZIGZAG, ZIGZAG PLUS. Repeat the test at least ten times. The levers should move freely without friction. If the results of these tests are not satisfactory, immediately stop using your product and return
your product by contacting the Australian after-sales service centre with this contact form. If the levers work, proceed to the next inspection point.
2. Function Test
ZILLON: Hang on to the lanyard in single mode at a very low height: there should be no slippage. When used in double mode, verify that pressure on the release lever allows smooth and controlled sliding of the rope.
ZIGZAG / ZIGZAG PLUS: perform a function test with your rope (compatible ropes: 11.5 to 13mm ø).
Install the ZIGZAG in double mode. Suspend yourself at a very low height.
When hanging from the ZIGZAG in double mode, there should be no slippage. Verify that pressure on the release lever allows smooth and controlled sliding of the rope.
If the results of these test are not satisfactory, immediately stop using your product and return your product by contacting the Australia after-sales service centre with this contact form.
If you have any doubt about the results of these tests, contact the New Zealand service centre with the contact form (link provided thought this post).
These inspection points are in no way a substitute for a complete PPE inspection of your product following the procedure available on www.petzl.com or at the below links.
▪ ZIGZAG / ZIGZAG PLUS PPE inspection procedure (PDF)
▪ ZILLON PPE inpection procedure (PDF)
Which rope should I use to test my ZIGZAG / ZIGZAG PLUS?
The test should be performed with your rope (11.5 to 13 mm ø). This test is valid for one device/rope combination. If you change the rope, the result of this test may be different (e.g. smaller diameter rope or new rope). Be sure to perform this test each time you change the rope, in accordance with the Instructions for Use.
My product is affected by this information and does not slip: should I return my product?
If you have inspected your product and it does not slip, you can continue to use your product. However, make sure to perform a function test before each use and whenever the rope is changed, in accordance with Instructions for Use.
I am an end user. My product is affected by this information and is slipping. How do I return my product?
Contact the Petzl Australia after-sales service centre using this form. We offer the following service: Exchange for a new unit, starting November 1st, 2021 (Return costs are at our expense), or a refund from the Australian retailer where you purchased the product initially.
My product is affected by this information. I carried out the inspection on my product, and it did not slip. However, I have experienced slippage in use. Why?
Because of the defects in the release levers, we have also noted that in use, under certain conditions (repeated loading on the same section of rope, use of a PANTIN-type foot ascender and/or small diameter rope), you may experience more significant and/or more frequent slippage. If you find that the slippage you experience is acceptable in your practice, you can continue to use your product
while monitoring for any increase in slippage. Otherwise, you can return your product to us by contacting the after-sales service centre on this form.
Is there more slippage with smaller diameter ropes?
Yes, there is more slippage if you use small diameter ropes such as FLOW. To limit slippage, you can use a larger diameter rope within the authorised diameter range. Be sure to perform a compatibility test before use.
My ZIGZAG / ZIGZAG PLUS is not affected by this information but it is slipping. What should I do?
Any sign of slippage or poor locking may indicate that the device is worn. Be sure to perform a complete inspection of your product by following the PPE inspection procedure.
Have there been any injuries with the products affected by this information?
To date, no injuries have been reported to Petzl. We have only received reports of inconvenience related to slippage.
How many products are affected by these defects?
All products with serial numbers between 18L 0000000 000 and 21G 0000000 000 are affected by the geometry defect of the release levers. For the defect concerning malfunction of the spring effect of the upper release lever, the return rate is 0.025%.
My product is affected by this information and it slips when tested as requested. How long do I have to return my product?
If your product’s serial number is between 18L 0000000 000 and 21G 0000000 000 and slips when tested as requested in our information, you have until December 31, 2022 to return your product.
Australian Return Process:
1. Australian retailers/stores are required to log in to our B2B area and lodge a Product Exchange Request here
2. Australian end users have two options:
a. For an Exchange (around late November) they can visit petzl.com.au and lodge a request and we will facilitate the change, or
b. For a Refund of Purchase Price they can return the product to the store where they purchased it and we will then get you to return the product via 1. above for replacement or credit.
We have also published this information on our website.
Queries to email@example.com
This exchange offer ends at close of business (local time) on 31st December 2022.
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