Q: How dangerous is it to use the product?
A: The product is dangerous to use due to the fact that the bolt can snap off during use.
Q: How do I know that the product I have bought is affected?
A: If you have the packaging left you will find a code at the bottom of the packaging label stating Year(200x)/Month(XX)/Date(YY). If this code says anything between 2008-01-01 (January 1st 2008) to 2009-02-28 (February 28th 2009) your product is affected. If not the product is safe. Please check also the introduction section on this web site for further information.
Q: Where shall I turn to exchange the product?
A: Please stop using your load carrier immediately. Return the bolts to the retailer it was purchased from so that replacement bolts can be ordered from Thule direct. You can double check the bolts revision with its color: “Problem” bolt = black & Correct bolt = silver. If your local shop is too far away you can also use the form on this web site "contact form" to retrieve the bolts directly from our customer service department in Germany.
Q: Who reimburses me as the product has damaged my car/equipment already?
A: Contact Thule consumer claim department and follow the specified consumer claim specification. Responsible contact person at Thule: David Martinez, Thule GmbH in Germany,
mailto:david.martinez@thule.com
Q: Where and when will the fixed product be available?
A: Bolts with the correct specification will be available in replacement bags (4 bolts in each bag) at Thule starting the 6th of April. Please go to your local store to have replacement bolts ordered directly from Thule.
Q: Whose fault was it?
A: It’s of course the responsibility of Thule to deliver safe products, but the root cause of the problem is the defect bolt delivered by a Swedish sub supplier. We have taken necessary actions that this will not be repeated.
Q: Are there more dangerous kits from Thule out in the market place?
A. All our kits go through thorough test procedures before they are released to the markets. We have a very strong track record regarding product safety, the recent reported incident is an exception. Should we come across similar a product failure in the future we will react as forcefully as we did this time
Q: Have there been any accidents due to the damaged footpack?
A: So far we have had a handful consumer claims but no reported accidents. However we take consumers’ safety serious, that’s why we have decided to implement the global recall and have contacted all legal consumer authorities in the countries where the product has been sold.