Announces Customer Care Program For Affected Customers

Editor's Note: On Wednesday, ANN reported on the move by Chelton distributor Direct-To Avionics (D2A) to recall systems utilizing the Crossbow Technology 425EX AHRS, as well D2A's decision to stop furnishing the 425EX as part of its future experimental Chelton EFIS systems. D2A president Kirk Hammersmith told ANN E-I-C Jim Campbell the company had given Crossfire time to resolve problems experienced with the unit, to no avail.

"Attitude is everything when it comes to an EFIS, and customer safety is paramount as far as we’re concerned," Hammersmith told ANN. "We refuse to support a product that can give a pilot erroneous attitude information, and we’ve experienced 100% failure of the Crossbow 425’s that have been put out in the field."

Of course, there are two sides (at least) to every story -- and we asked Crossbow officials to respond to the allegations levied against their product. On Friday, they responded.

In a letter to its customers affected by the recall (the full text of which is below) Crossbow states a revised version of the 425EX is in validation testing now; once tests have been completed to Crossbow's satisfaction, customers will be able to obtain the revised equipment directly from Crossbow. Customers using Crossbow's NAV420 -- on which the NAV425EX is based -- will also be provided with the necessary upgrades at that time.

In the interim, Crossbow reiterates its earlier statement -- relayed through previous service letters -- that customers limit their use of the 425EX AHRS to day/VFR conditions only.

Dear Crossbow Customers,

Crossbow fully understands that it is extremely unfortunate and unacceptable that customers have experienced intermittent startup, GPS, and EMI problems when the Crossbow NAV425EX AHRS is used in conjunction with the Direct-To Avionics EFIS products. At Crossbow, we are committed to providing safe, reliable products which live up to our customers’ expectations. Our customers’ safety is always our top priority and as pilots we understand that our products play a crucial role in safe flight. As stated in our previous service letters, the NAV425EX should only be used in VFR/day conditions until an upgraded version is released.

Crossbow has addressed the problems reported in connection with the NAV425EX AHRS as stated in our service letters posted on our website. We have a solution that is in validation testing now. The intermittent nature of the reported problems has made them difficult to observe, solve and validate in our laboratory. Status and details of the solutions are and will continue to be available on our website. The solution process has been longer than either Crossbow, or Direct-To Avionics desired for our NAV425EX customers. We deeply regret the delay and inconvenience we have caused our customers and partners.

Direct-To Avionics has ended their business relationship with Crossbow. Crossbow is committed to our AHRS customers and their flight safety and therefore will directly support all customers that purchased NAV425EX from Direct-To Avionics by directly providing a software and hardware upgrade at the completion of our validation testing.

The NAV425EX is a modified low cost version of our standard NAV420 catalog product and is built to a Direct-To Avionics specification. All standard NAV420 products will also be eligible for upgrade to the latest released hardware and software configuration upon completion of validation testing.

The upgrade program will be operated directly by Crossbow to ensure complete satisfaction for NAV425EX AHRS customers. Status of the upgrade program and the procedure for completing the upgrade will be posted at www.xbow.com

Crossbow has asked affected customers to contact customer service at 1-800-XBOWTEC, or fill out a customer survey on their website at www.xbow.com/support, or contact Dean Johnson, Vice President, directly by email djohnson@xbow.com or phone @ 408.965.3348.

FMI: www.xbow.com