Power Supply Unit Voluntary Recall

Initiated December 2016

Zebra wants to inform you of a very important voluntary product recall that potentially affects the power supply units (PSUs) manufactured by FSP Group between 1st October 2010 and 31st December 2011 and were either sold as after-market kits or included with the sale of the following models of Zebra printers:

  • G-Series (GK420D/T, GX420D/T, GX430D/T)
  • GT Series (GT800, GT810, GT820, GT830)
  • ZP455, HC100, P1XX Series (P100, P110, P120)
  • ZXP3

 

After independent testing, it has been confirmed that the issue is limited to a discreet batch of PSUs and is NOT associated with the actual Zebra-manufactured printer or AC mains lead.

The PSUs were sourced from an established, reputable third-party manufacturer who has been cooperative with the voluntary recall mandates.

The safety of our customers is of paramount importance to Zebra. While Zebra did not directly manufacture the PSUs, we recognise that our component-suppliers are an extension of Zebra and we are working diligently to rectify the issue in a manner that is least disruptive to our customers and channel partners.

Quality, both in product and customer care, is a top priority for Zebra, and we are committed to protecting the safety of our customers.

How to Identify Affected Equipment and Request Replacements

1. Collect Printer Serial Number(s)

Identify if your Zebra printer(s) are one of the following models:  

G-Series (GK420D/T, GX420D/T, GX430D/T), GT Series (GT800, GT810, GT820, GT830), ZP455, HC100, P1XX Series (P100, P110, P120), and ZXP3

Locate and record all serial numbers of printers (found on the label on the bottom of the printer).


 

2. Collect Power Supply Date Code(s)

For each of the printers you identified above, please disconnect the PSU from the printer and examine the “brick” to locate the date code, which is marked with “D/C” (see video on right).

Ensure you check all spare power supplies not currently attached to printers.

If the date code is in the ranges 1039XX to 1052XX or 1101XX to 1152XX, your PSU has been included in the voluntary PSU recall. If the date code on your PSU is not within either date range, your PSU is not included in the voluntary PSU recall, and you can continue to use it with the appropriate Zebra printer.


 

3. Validate Your Information

Complete the validation form to fully validate your information and to initiate the PSU replacement process. 

Power Supply Recall Validation Form  

If you have a large number of power supplies to replace (more than 10 power supplies per physical location),
please contact Customer Support or call us at one of the numbers below and we will assist you with the request process.

Please be prepared to provide the following information associated with each affected power supply:

  • Your company name and contact information
  • "Deliver To" information for replacement(s)
  • Printer Serial Number(s) (e.g. H00009571)
  • Power Supply Date Code(s) (e.g. 110710)

 

4. Destroy Affected Unit

After validating that you have an affected PSU, we request you destroy the PSU as outlined below and submit a picture providing proof of destruction to Zebra as follows: 

  • Take a picture of your brick(s), label side up, with the cable(s) cut off
  • E-mail picture(s) of destroyed PSU(s) to PSUrecall@zebra.com with the following subject line: PSU Recall Proof of Destruction
  • Include the following in the body of the e-mail:
    • Date codes(s) and quantity of the affected PSU(s)
    • Your company’s name
    • Location address(es) where the power supplies were used
    • Contact information (optional)
  • Recycle the destroyed PSU(s) and cable(s) in compliance with your local regulations. If you are not sure how or where to do this, contact the Reseller who sold you your equipment.

 

PLEASE NOTE:  Consistent with Zebra’s commitment to continuous quality and energy efficiency improvements, the replacement PSU will have a different part number and higher energy efficiency than the affected PSU. To determine the replacement PSU to use with your printer please use the following table:

Important: If you do not have the e-mail confirmation you will receive from our website after your replacement info is submitted, we recommend that you use this table when you receive your replacement power supplies to ensure that you are replacing each power supply with the correct power supply unit/part number. Otherwise your printers may not function properly.

Have More Questions?  Contact Us

For additional information about this recall, contact us via e-mail or phone.

1.800.658.3795 (US and Canada)

1.972.893.1548 (International)

Frequently Asked Questions

General Questions

1.     What was recalled?

The Power Supply Unit (the “PSU”) for certain Zebra printers.  The PSUs were manufactured by FSP Group between 1st October 2010 and 31st December 2011 and were either sold as after-market kits or included with the sale of the following models of Zebra printers: G-Series (GK420D/T, GX420D/T, GX430D/T), GT Series (GT800, GT810, GT820, GT830), ZP455, HC100, P1XX Series (P100, P110, P120), and ZXP3. After independent testing, it has been confirmed that the issue is limited to a discreet batch of PSUs and is NOT associated with the actual Zebra-manufactured printer or AC mains lead.

2.     What is wrong with the PSUs?

PSUs that serve as the power source for the above named models of Zebra printers have been identified as potentially containing an improperly mixed phosphorus compound that is used in the flame retardant resin in the DC power supply connectors. This deficiency in the phosphorus based connector resin, when combined with moisture and humidity over time, can potentially lead to overheating or a fire hazard. 

3.     How many PSUs are affected?

Approximately 355,000 PSUs (globally) manufactured by FSP Group between 1st October 2010 and 31st December 2011, sold as either after-market kits or included with the sale of the following models of Zebra printers: G-Series (GK420D/T, GX420D/T, GX430D/T), GT Series (GT800, GT810, GT820, GT830), ZP455, HC100, P1XX Series (P100, P110, P120), and ZXP3 printers. 

4.     Which Zebra printers are associated with the recall?

G-Series (GK420D/T, GX420D/T, GX430D/T), GT Series (GT800, GT810, GT820, GT830), ZP455, HC100, P1XX Series (P100, P110, P120), and ZXP3 printers, all manufactured by Zebra between 1st July 2010 and 30th June 2012.

*The PSU and printer manufacture date ranges differ because the printers are manufactured well in advance of the PSUs.

5.     Is the Zebra printer also affected?

No. The Zebra printers associated with the problematic PSUs are NOT affected and can continue to be used with a replacement PSU.

6.     Have there been any reported incidents?

Yes. To date, Zebra has received a small number of reported incidents from customers located in various regions of the world. Zebra has taken these reports seriously and is working directly with those identified accounts to resolve the issues and replace all PSUs identified as being affected by this PSU recall.

7.     Is the recall global?

Yes. The affected PSUs were either sold as after-market kits or included with the sale of Zebra printers and were distributed in more than 60 countries.

8.     Did Zebra manufacture the PSUs?

No.  Zebra did not manufacture the affected PSUs. The PSUs were sourced from FSP, an established, reputable third-party manufacturer who has been cooperative with the voluntary recall mandates.  The safety of our customers is of paramount importance to Zebra. While Zebra did not directly manufacture the PSUs, we recognise that our component-suppliers are an extension of Zebra and we are working diligently to rectify the issue in a manner that is least disruptive to our customers and channel partners.  Quality, both in product and customer care, is a top priority for Zebra, and we are committed to protecting the safety of our customers.  

9.     Who do I contact if I have any questions?

For additional information about this recall, you can visit www.zebra.com/power-supply-recall, send us an e-mail at PSUrecall@zebra.com, or call us at 1.800.658.3795 (US and Canada) or 1.972.893.1548 (International). 

Questions for End Users/Customers

10.     How do I know if I have an affected PSU?

Using the table below, identify whether you have one of the following Zebra printer models:

If you have one of the above Zebra printers, please disconnect the PSU from the printer and examine the “brick” to locate the date code, which is marked with “D/C” (see below example): 

If the date code is in the ranges of 1039XX to 1052XX, or 1101XX to 1152XX, your PSU has been included in the voluntary PSU recall. If the date code on your PSU is not within either date range, your PSU is not included in the voluntary PSU recall, and you can continue to use it with the appropriate Zebra printer.

11.     How do affected End-Users get replacement PSUs?

Once you confirm you have an affected PSU by finding the date code within the identified date range, please visit our recall web page at www.zebra.com/power-supply-recall to fully validate your information and to initiate the PSU replacement process.  Alternatively, you can send us an e-mail at PSUrecall@zebra.com or call us at 1.800.658.3795 (US and Canada) or 1.972.893.1548 (International). Please be prepared to provide the following information associated with each affected PSU:

  • Your company name and contact information
  • Delivery address
  • Printer Serial Number (S/N)
  • PSU Date Code (D/C)

 

To ensure the quickest deliveries, please access and follow this URL for official country codes and postal code formats for your addresses:

http://www.dhl.com.tw/content/dam/downloads/tw/express/forms/postcode_formats.pdf

It is strongly recommended that you use our website, as it will provide you with a form to validate all information, select the appropriate replacement PSU and send your information directly to our recall team. However, if you have a large number of power supplies to replace, please contact our Call centre at one of the numbers above and they will assist you with the request process.

12.     If my PSU is recalled, how much will the replacement cost?

Zebra is replacing all affected PSUs identified as part of the voluntary recall at no cost to you--Zebra is covering the costs of both the replacement PSU and any associated delivery.

13.     Is Zebra also replacing the AC mains lead?

No.  Zebra’s voluntary recall only replaces the DC cable assembly and “brick”. Since you will need the AC mains lead when you receive the replacement PSU, please keep your AC mains lead that goes from the AC power adaptor to the wall outlet.

14.     Can End-Users also have the printer replaced at no charge?

No.  Zebra’s voluntary recall does not include replacement of printers, as the remedy is limited to the replacement of the DC PSUs identified as being affected by this recall.

15.     Do I have to return my recalled PSU?

No.  We only request that you destroy the PSU as outlined below and submit a picture providing proof of destruction to Zebra as follows:

Destroy the power supply and provide e-mail Proof of Destruction:

  • Disconnect the PSU “brick” from the A/C mains lead and from the printer.
  • Cut the DC cable with printer connector as close to the brick as possible (see the picture below).

 

  • Take a picture of your brick(s), label side up, with the cable(s) cut off
  • E-mail picture(s) of destroyed PSU(s) to PSUrecall@zebra.com with the following subject line: PSU Recall Proof of Destruction
  • Include the following in the body of the e-mail:
    • Date codes(s) and quantity of the affected PSU(s)
    • Your company’s name
    • Location address(es) where the power supplies were used
    • Contact information (optional)
  • Recycle the destroyed PSU(s) and cable(s) in compliance with your local regulations. If you are not sure how or where to do this, contact the Reseller who sold you your equipment.

 

16.     If my PSU is recalled, how long will I have to wait for the replacement PSU?

We will send you a replacement PSU for each affected PSU for which you have submitted a request for replacement. Delivery times can vary based on location; however, it is expected that most replacement PSUs should arrive to you within 7 to 10 days of receipt by Zebra of a request for replacement.  Under certain circumstances, Zebra may provide expedited delivery.  Please contact Zebra via e-mail at PSUrecall@zebra.com or phone 1.800.658.3795 (US and Canada) or 1.972.893.1548 (International) to determine if you qualify for expedited delivery.

17.     Can I continue to use my recalled DC PSU?

No. To minimise the risk to your business and your users, it is best to immediately stop using any PSU identified as part of this voluntary recall. Please see FAQ #10 for additional instructions on how to determine whether your PSU is included in the recall.

18.     If my PSU has been recalled, may I continue using my printer while I’m waiting for my replacement PSU?

Yes. Your printer system is unaffected by this recall and may be used with a PSU that is not included in the recall date range.

19.     Is it safe to use a third-party PSU in my system?

The safety of so-called “grey market” PSUs is unknown. We encourage customers to use genuine Zebra PSUs supplied by Zebra or authorised Zebra resellers.

20.     What should I do if my PSU shows signs of overheating?

You should stop using any affected PSU immediately. If your PSU shows signs of deformity or overheating (typically at the plastic connector which inserts into the printer), immediately unplug your mains lead from the wall and contact Zebra to request a replacement via the instructions above. 

Questions for Partners

21.     What does this recall mean to my business?

This is a potential safety issue for your customers and end-users; therefore, you should advise your customers and end-users of this voluntary recall and direct them to the dedicated Zebra webpage (www.zebra.com/power-supply-recall) to address questions and request replacement power supplies for each affected unit.  Alternatively, they can contact Zebra by e-mail at PSUrecall@zebra.com or they can call us at 1.800.658.3795 (US and Canada) or 1.972.893.1548 (International).

22.     What message should I share with my potentially affected customers?

Zebra has provided you access to a library of materials you can use, including an e-mail message you can customise and distribute. This was included in an e-mail notification you should have received from Zebra and the information is also featured on the “Partner Gateway.” We encourage you to communicate this recall as widely as possible given the broad range of printers that customers may be using with potentially affected PSUs.

23.     What should I do if I have confirmed sales of the affected Zebra printers during the recall time period?

Please direct your customers to the dedicated Zebra webpage (www.zebra.com/power-supply-recall) to address questions and request replacement power supplies for each affected unit. Alternatively, they can contact Zebra by e-mail at PSUrecall@zebra.com or they can call us at 1.800.658.3795 (US and Canada) or 1.972.893.1548 (International). This information is also included in the communication materials Zebra has provided you.

24.     What if I didn’t sell any affected Zebra printers during the specified time period?

While you may not have directly sold any of the Zebra printers that fall within the recall date range, you may have customers who purchased the affected product or PSU prior to becoming your customer and will come to you regardless of original sales source to help manage through the recall. We strongly encourage you to review the FAQs and supporting materials provided so that you are prepared to address possible customer questions and ensure a positive customer service experience.

25.     How will my affected customers receive replacement PSUs?

All replacements, deliveries and unit returns will be managed by Zebra and/or designated third-party logistics companies to ensure the voluntary recall does not have a negative impact on your operations.

26.     How is Zebra using the customer information provided along with the recall?

Zebra is solely using the customer information for purposes of distributing the replacement PSUs.

27.     Where can I find more information about the recall to address my customers’ questions?

All related materials including one-page guides, FAQs, emails and more can be found on the “Partner Gateway.” You can also visit www.zebra.com/power-supply-recall for further information.  Alternatively, you can contact Zebra by e-mail at PSUrecall@zebra.com or you can call us at 1.800.658.3795 (US and Canada) or 1.972.893.1548 (International).        

 

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