Notice 24-R-118
HALCYON · CUSTOMER CARE BULLETIN
Voluntary Recall: The Shore Monitor™
Dear Valued Customer,
We are writing to you as the owner of a Shore Monitor™ baby monitor, because at Halcyon you are family, and we wanted you to hear it from us first, in writing, warmly.
We have been made aware of an issue affecting certain units of the Shore Monitor™ in which the product may not perform the function for which it was purchased. In some units, on some occasions, the alarm may fail to sound.
You should stop using your monitor immediately.
Steps to take:
- Stop using your monitor immediately. Do not wait for a replacement to arrive.
- Unplug the unit and place it somewhere you will not be tempted to trust it again.
- We will make you whole. Your account has already been credited.
We know you may have questions. We have anticipated your questions. They are answered below, in the order in which you are likely to become upset.
Questions · 1 of 3
Frequently anticipated questions
Is my baby safe?
Safety is our highest priority, and we take any issue affecting it extremely seriously. That is why we are contacting you proactively today. We are unable to discuss individual babies.
Our monitor failed last winter and we only found out because we woke up. Is it this?
We cannot confirm whether any specific incident is related to this issue. All reported incidents are being reviewed as part of our standard processes. In the meantime, your account has been credited.
When will the replacement arrive?
We are moving as quickly as we can. Replacement units are expected in three to five business days.
The letter said stop using it immediately. What is my child supposed to sleep under tonight?
We understand your concern, and we share it. The new unit can ship when the next batch arrives. We recommend the steps outlined in the letter.
What steps? The letter doesn’t say.
Thank you for your feedback. Your account has been credited.
Questions · 2 of 3
Frequently anticipated questions, continued
About the credit. It’s store credit?
Yes. Compensation for this recall is store credit — standard, automated, no discussion.
Can’t you just put the money back on my card?
We’re so glad you asked! Cash refunds are issued only where the customer has raised legal action. We would hate for it to come to that, and we’re confident you feel the same.
So if I hire a lawyer, I get my money. If I don’t, I get a coupon for the store that sold me the broken alarm?
We are unable to provide legal advice. Your credit can be redeemed at any Halcyon retail location, where our staff will be delighted to help you explore the full range of Halcyon products.
The shelves here are empty. Everyone turned theirs in.
We are delighted by the response. New stock is arriving at select locations. Your credit does not expire.
My credit doesn’t expire, but my baby does things at night that I need to hear.
We understand your concern, and we share it. Have you explored our app?
Questions · 3 of 3
Frequently anticipated questions, concluded
Why does the credit only work in the store? Why can’t it go on my account, over the phone, right now?
We are always looking for ways to improve the customer experience, and we value honest feedback like yours.
That isn’t an answer.
Your question is important to us. It has been added to the list.
Is the new batch fixed? How do I know the new one cannot do what this one did?
The Shore Monitor™ 2 features our most trusted hardware ever, a commitment to excellence, and a one-year warranty.
I drove to the store the morning the letter came. The shelves were already empty and the credit was a promise to stand in another line for a product nobody had. What exactly is this credit compensating me for?
We are sorry for the inconvenience. Inconvenience is not covered by the credit, which covers the monitor. Your credit can be redeemed toward the Shore Monitor™ 2.
Last one. “Voluntary.” Voluntary for whom?
We appreciate you taking the time to write in. Your satisfaction is our highest priority, and we hope you will continue to trust Halcyon with the things that matter most.
Warmly,
The Halcyon Team
Delivering calm for thirty years.
Internal · Guidance
HALCYON · INTERNAL GUIDANCE · SUPPORT FLOORS
Flood guidance — recall week
Compensation for the recall is store credit — standard, automated, no discussion.
Cash refunds are issued only where the customer has raised legal action.
That was the whole strategy. A coupon for your own money, unless you bring a lawyer.
Thank you for your patience.
Thank you for your trust.
We all go forward together.