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2020 has had, and continues to have, an unprecedented impact and our industry is uniquely positioned to maintain the world's most vital connections. Legrand | AV solutions are central to the ecosystems in high demand. Through these challenging times, we are striving to deliver on the surge in demand while maintaining the safety of our employees, customers, and partners as our unwavering highest priority.

That said, we know our partners are likely to have questions and we're committed to delivering real-time information. This page will serve as a hub to provide answers, so more questions and answers will be added to the list, so check back frequently.

VADDIO BRAND UPDATES

Q: Why are Vaddio lead times longer than normal?

ANSWER: Vaddio orders are currently experiencing increased lead times as a result of extreme surges in demand and, primarily, material constraints. We’ve been able to successfully scale our production capabilities in Minnesota, however, the actual product construction is dependent on certain electronic subcomponents that are experiencing global supply chain shortages due to COVID-19. It’s these critical material constraints that have limited our ability to deliver on our intended ship dates.

Q: What steps is Legrand | AV taking to improve Vaddio order lead times?

ANSWER: Legrand | AV Teams have been working nonstop with suppliers to expedite existing electronic component part orders and have placed significant additional purchase orders to secure components well into the future. As parts arrive, they are immediately sent to our assembly lines and completed units are allocated to orders by the date in which the order was received.

We have also added additional hours of production and shipping teams while adhering to the safety and cleaning standards that keep our facility and team safe during the COVID-19 pandemic.

Q: How can I get more specific information on an existing order?

ANSWER: Please reach out to your local sales representative for more information. They are prepared to partner with you, discuss options that will help deliver product in the fastest way. Considering flexibility such as breaking up large quantity orders into smaller series of shipments that allow you to begin work on your installations, alternate color options, etc.

Q: Should I cancel my order?

ANSWER: Order cancellations will remove your spot in line for fulfillment, please consider this before terminating a purchase order. It’s important to note that the component shortages causing delays are impacting the industry as a whole. We’re confident that our US assembly will provide timing advantages in the long term. That said, your sales representative can assist you should you choose to cancel.

Q: How can I get more specific information about current lead times on an order I have not yet placed?

ANSWER: LegrandAV.com has accurate, per-product availability for US users, providing more visibility upfront to the estimated lead times. We’re committed to updating these lead times as quickly as possible based on the latest information. Click here to view a product page with an example of how this information is now displayed across our product pages.

Q: Why did I received a confirmation email with a different lead time than was discussed with my sales representative?

ANSWER: These are automated messages from our order entry system and our customer care and operations teams are working to improve these dates daily as we continue ramping up production capacity. If you receive an email that is considerably different from what you have discussed with your sales representative, please give us a call at 1-800-572-2011.

C2G BRAND UPDATE

C2G will be completing the integration of their ERP system into the Legrand | AV instance this week of September 28th. As such, you may experience a delay with your order as we work to migrate the SAP system. For specific cutover dates, please contact our customer care team at c2g.support@av.legrand.com.

Holiday Hours

Many thanks to our customers this holiday season. Our office hours have been adjusted to provide our teams time to celebrate with their families:

• November 25th - Closing 2 hours early
• November 26th - Closed
• November 27th - Closed (With the Exception of the Sanus Team holding normal hours to support Black Friday needs from 9am-10pm ET)

GENERAL LEAD TIME UPDATES

Q: What should I do if I’m experiencing lead time changes or extensions from other Legrand | AV brands?

ANSWER: There are key AV applications like working from home, house of worship and distance learning creating an increase in demand across all our brands. We are working quickly to adjust forecasts, improve production capabilities and return to standard lead times. IF you are experiencing any issues, please reach out to your local sales representative. We are all in this together and providing your sales reps with as much availability information as you can, will allow us to best answer your questions and reach a resolution quickly.

Q: Are any of the Legrand | AV facilities closed or implementing adjusted hours that may affect my shipment?

ANSWER: We remain focused on keeping critical products available to you.

• Our office locations around the world are in a hybrid capacity with some staff on site and some staff working remotely to best meet your needs. In terms of manufacturing, the Da-Lite facility in Warsaw, Indiana is continuing to institute adjusted shipping hours of Monday-Thursday, closed Fridays.

Q: How will the adjusted shipping hours impact my order?

ANSWER: The Da-Lite facility has shifted to a four-day, 40-hour work week, and ship orders over these extended hours Monday through Thursday. This means orders placed on Friday will ship the following Monday for in-stock product. It is our intent to shift back to a standard 5-day work week as soon as practical to enable Friday shipments. We appreciate your understanding as we make this health-focused change in our operations.