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US & Canada Recall Hotline: 888-943-4196

 

Frequently Asked Questions

Q. How do I know if my tablet is affected?

A. The recall includes NVIDIA SHIELD tablets (both WIFI and LTE) sold between July 2014 and July 2015.


Model numbers P1761, P1761W and P1761WX and serial numbers 0410215901781 through 0425214604018 are included in this recall. The model and serial numbers are etched on the left side edge of the tablets and printed on the packaging.


Please go to www.nvidia.com/support/tabletrecall and follow the instructions. You will need to update your tablet with the latest software to determine if your tablet is affected.


Q. What is the problem with the tablets?

A. The lithium-ion battery in the tablets can overheat, posing a fire hazard.


Q. Can I replace the battery myself?

A. No, the battery is not user-replaceable.


Q. Is this a worldwide recall?

A. Yes, it’s a worldwide recall.


Q. How do I get a replacement? Where can I go for more info?

A. The company has set up a website at www.nvidia.com/support/tabletrecall. Consumers should go there to submit a claim for a replacement.


Q. What are you sending to replace my tablet?

A. We will send you a SHIELD Tablet that is effectively identical to yours, but with a different battery. If you had an LTE version, we will replace it with an LTE version.


Q. Is it safe to use my NVIDIA tablet?

A. We are asking all users to stop using the tablet immediately, except as needed to participate in the recall and back up their data.

 

Q. My tablet is not working and/or I can’t submit a claim online. What do I do?

A. Call our customer support team.

US and Canada: 888-943-4196.

United Kingdom: 0-808-189-3133

Russian Federation: 8-800-100-6288

Germany: 0800-183-3882

France: 0805-080777

Japan: 0120-981-483

Norway: 0800-24-631

Spain: 900-838886

Sweden: 020-889-826

South Korea: 080-808-0631

Czech Republic: 0800-880-826

Poland: 0-0-800-141-0159

Italy: 800-788-031

The Netherlands: 0-800-022-4704

Switzerland: 0800-848-791


Call our support line and leave a voicemail stating your name, the problem you are experiencing, and a phone number to contact you. Our Recall Support Team will call you back within one working day. Alternatively, drop us an email at Nvidiashieldtablet@stericycle.com.