We understand that waiting for news about when and how your device will be repaired or replaced can be frustrating.
While we work to provide patients with a replacement device as quickly as possible, we want you to feel informed about each step of the remediation process, and confident in your new device.
As the situation is constantly evolving, we will continue to make sure that both you and your care team have the most up-to-date information until you receive your replacement device.
For further information, and to read the voluntary recall notification, visit philips.com/src-update
Once you've registered your device, please remember to save your confirmation number which will be emailed to you.
Didn't include your email during registration? Call us at +1-877-907-7508 to add your email.
Throughout the remediation process, we are working closely with our partners to determine the best way to repair or replace an affected device. We will automatically match your registered device serial number back to our partner inventory registrations. This step helps reduce waste by ensuring an affected device isn’t accidentally remediated twice and helps us confirm information like your current device settings.
Our focus, as always, remains committed to remediating devices, and at this time we are starting order fulfillment for those that are already matched.
To ensure patients with the greatest needs receive a replacement device as timely as possible, we will be prioritizing remediation efforts around certain patients as requested by the US Food & Drug Administration (FDA) and the medical community. The data collected will be used to help to prioritize remediation of those patients at higher risk.
The relevant heath information that will be asked includes:
Find out more about device replacement prioritization and our shipment of replacement devices.
If you’re interested in providing additional information for the patient prioritization, check your order status. Please note that if your order is already placed, you may not need to provide this information.
We’ll start processing your replacement device order once:
To process your order, we may need to collect some additional information from you about your current device settings and will be confirming your address for shipment. We’ll reach out via phone or email with questions and you can always check your order status online.
Although we have started to ship new devices and increased our production capacity, we expect to complete our remediation program for the majority of registered devices in late 2022, or within approximately 12 months from obtaining the relevant regulatory authorization.
If you did not include your email during registration, you can call us at +1-877-907-7508 to add your email.
If you would like to find the latest information and updates, stay connected with us or read our FAQs, please click below.
Your replacement device will include three key pieces of information, including how-to:
By returning your original device, you can help other patients. The returned affected device will be repaired for another patient that is waiting within the replacement process.
Steps to return your affected device:
You are about to visit a Philips global content page
You are about to visit the Philips USA website.