Recall notice for TD I-110

    Tobii Dynavox has issued a voluntary product recall for the TD I-110 with serial numbers ranging from TD110-211005 through TD110-220927. This recall has been initiated due to a potential problem maintaining the stable placement of the battery. When the device has sustained a severe physical drop or impact, the integral battery may come loose from the housing and become damaged. While there have been no instances of injury due to battery damage reported by customers, the company wishes to act with utmost safety in mind to eliminate such risk however small.

    Tobii Dynavox will, at its full expense, provide you a return merchandising authorization number (RMA) and a shipping label to have the device inspected and repaired by adding more stability to the battery’s position within the device.

    What should you do? There are numerous ways to contact the company to obtain an RMA:

    • Online: complete the form below
    • By Phone: +46 (0)8 522 950 20 (Mon.–Fri., 9 am–5 pm CET)
    • By Email: repair.eu@tobiidynavox.com

    We will provide you with your RMA and shipping labels via email, or by phone and mail where email is not possible. We will expedite all recalled battery repairs and return shipping to you, so you are without your device for as short a time as possible.

    You should obtain a RMA for the free repair to ensure that your device continues working as expected. You can continue to use your device and charge it as usual until you receive your RMA and shipping label.

    As with any Lithium-Ion battery, you should never puncture or vent a battery pack. You should not attempt to change the battery yourself or to remove the battery. This should only be done by a trained service technician. The device should not be stored in extremely hot conditions, as stated in the product manual, over 158°F or 70°C.

    Please use any of the methods above to tell us if your device is no longer in service. We will continue to contact all our customers and partners regarding this recall to be sure all customers are notified.

    Product return form

    Please complete the required fields.

    A Serial Number should be between 8 and 22 characters in length. Learn how to find your serial number. You can add multiple serial numbers sepreated by comma 11111111,22222222,33333333
    Return Merchandising Authorization
    Out Of Service

    If you have any additional information about your device and issue, please provide as much information as you can about your device and issue, including any related Tobii Dynavox Case numbers.

    Contact details

    This is the person that you would like to be responsible for all communication regarding this repair.

    Shipping details


    FAQ’s

    What is the reason for this recall? 

    This recall has been initiated due to a potential problem maintaining the stable placement of the battery. When the device has sustained a severe physical drop or impact, the integral battery may come loose from the housing and become damaged. While there have been no instances of injury due to battery damage reported by customers, the company wishes to act with utmost safety in mind to eliminate such risk however small.

    Is my device included in this recall?

    We are contacting all affected parties by mail, email, and phone. Devices shipped prior to October 28, 2022 are included. The affected devices are the following: TD I-110 with serial numbers ranging from TD110-211005 through TD110-220927. If you are unsure, complete the recall form on this page and include your Serial Number. We will email you if your unit is not in the scope of the recall or we will communicate your return merchandising authorization number (RMA) for the free repair.

    What should I do? How do I get my device repaired?

    Complete the online recall form above. If you prefer, you can call us at +46 (0)8 522 950 20. Or you can email us at repair.eu@tobiidynavox.com and be sure to include your serial number.

    What if I no longer have or use this device? My device is no longer in service.

    Please fill out the form above and select the radio button denoting the unit as “Out of Service.” We will update your device record. Note: If you need to discard your device, please be sure use proper electronics waste and e-cycling programs available in your community. Devices should never be discarded in regular household waste.

    How do I find my device serial number?

    There is a barcode label on the back of the device under the kickstand. The serial number will begin with TDI110-XXXX.

    I can’t find my device serial number, or the label is gone or worn off.

    Call our support team at +46 (0)8 522 950 20. Our staff will help to look up the device by using other relevant information.

    Will there be any cost to me?

    No, Tobii Dynavox will cover all costs including parts, labor and shipping. When we provide your RMA number, we will provide a label and instructions so that you can send in your unit for repair.

    Can I do the work myself?

    No. There are not any user serviceable parts inside the device. You should never disassemble or take apart your device. Our trained Service Technician will take care of the repair and perform the proper testing and run-in procedures.

    How long will this take?

    Repairs are generally done within 2 or 3 business days. Please allow a few additional days for shipping.

    Do I need to back-up my device before sending it in?

    Yes, we always recommend that you backup your data before sending a device in for repair. Please visit the links be for detailed instructions:

    • TD Snap: https://tobiidynavox.com/blogs/support-articles/when-do-i-use-pageset-sync-vs-making-copy-or-a-user-backup-in-td-snap

    • Communicator 5: https://tobiidynavox.com/blogs/support-articles/where-can-i-find-the-import-export-feature-to-back-up-in-communicator-5-and-how-do-i-use-it

    Is my older I-110 included in the recall?

    No. The TD I-110 is an updated model with a different build of materials.

    Will I get a new battery in my TD I-110?

    There is no problem with the battery itself. However, we will perform a full inspection during the repair and correct any problems found as part of the device’s all-inclusive warranty.

    My device works well and looks fine. Do I still need to send it in?

    Yes. You should obtain a RMA number for the free repair to ensure that your device continues working as expected. You can continue to use your device and charge it as usual until you receive your RMA number and label. We will continue to contact all affected parties until the recall is terminated.