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5 June 2018
In an email to customers that may have been adversely affected by a design revision to its popular Anchor link which connects its straps to camera eyelets, Peak Design promised free replacements to anyone affected.
Peak Design Founder and CEO Peter Dering explained the problem:
Beginning last August, we updated our Anchor design to use a thinner cord so that users could sandwich Anchors between any tripod plate and the bottom of their camera and so that Anchors could be connected directly to camera strap eyelets without needing an intermediary ring. This was well intentioned and well tested in many respects. However, we failed to realize that the smoothness of camera strap eyelets/loops varies greatly, both across and within makes and models. This has led to accelerated anchor cord wear in some cases and we take full responsibility for this oversight.
Dering said the company was aware of seven cases of cord fraying caused by eyelets. He calculates that one in 17,000 customers may have been affected.
"While the number of people affected is small," he continued, "we think it's unacceptable by the standards we've set for ourselves as product designers and we are correcting it."
The issue affects a majority of Anchors purchased between August 2017 and this May. To determine if you're affected, take the Anchor Update Survey.
For more information see the text of the email below.
Peak Design Anchor Survey Email
Hey folks,
Peter from Peak Design here. I'm writing to inform you of an update that may affect one of the products you've purchased from us. You can read the details below or just skip straight to this survey to determine if you are eligible for a free replacement.
What's the update?
We have updated our strap Anchors, the small round discs that connect cameras to our straps. If you own certain previous versions of our Anchors, you may be eligible for a free replacement.
Why the update?
We discovered an issue with some of our previous generation Anchors that in rare instances may cause accelerated wear. The issue affects a majority of Anchors purchased between August 2017 and May.
Beginning last August, we updated our Anchor design to use a thinner cord so that users could sandwich Anchors between any tripod plate and the bottom of their camera and so that Anchors could be connected directly to camera strap eyelets without needing an intermediary ring. This was well intentioned and well tested in many respects. However, we failed to realize that the smoothness of camera strap eyelets/loops varies greatly, both across and within makes and models. This has led to accelerated anchor cord wear in some cases and we take full responsibility for this oversight.
We have now seen seven cases of accelerated cord-fraying due to this condition. To give some context, there are about 1 million of these anchors in the wild, in use by about 120,000 unique customers. So, this issue has affected 1 in 17,000 people.
While the number of people affected is small, we think it's unacceptable by the standards we've set for ourselves as product designers and we are correcting it.
What should you do?
Take our Anchor Update Survey. It will determine whether or not you need replacement Anchors and show you how you can continue using your strap safely in the meantime. Our reputation is built on the security of your cameras and the transparency with which we conduct business. We hang our hat on your trust -- that we'll keep your gear safe and we will always do right by you.