Back To Top Arrow

Frequently Asked Questions

2020 has had, and continues to have, an unprecedented impact. While the world as we know it has been fielding the Coronavirus, Legrand | AV also experienced a network outage that temporarily limited our ability to serve you in a consistent, productive way. In this challenging time, the safety of our employees, customers, and partners have remained our unwavering highest priority.

We are excited to inform you that we have emerged from the network outage and have restored almost all processes. We remain committed to doing our part to protect our teams and surrounding communities, while also striving to restore and deliver the quality service you expect from us.

That being said, we know our partners are likely to have questions during this trying time. This page will serve as a hub to provide answers. As we get all systems to standard delivery levels and as the COVID-19 situation develops, more questions and answers will be added to the list, so check back frequently.

 

NETWORK OUTAGE

Q: Are there changes in Customer Care Phone and Chat Support?

ANSWER: Live chat is down until June 1st and phone support will be different from May 21st through June 1st.

Live Chat:
Live Chat is unavailable at this time until June 1st for:

  • Chief
  • Da-Lite
  • Middle Atlantic
  • Sanus
  • Vaddio

Phone Support:
Same start times, slightly different end times across the following Legrand | AV brands:

  • Chief - 8AM-6pm EST
  • Da-Lite - 7AM-5pm EST
  • Middle Atlantic - 8AM-6pm EST
  • Sanus - 9AM-8pm EST
  • Vaddio - 8AM-6pm EST

 

Q: Are all Legrand | AV brands and Locations now able to accept my order? What should I expect in terms of response & delivery?

ANSWER: We are prepared to accept and ship orders (including EDI orders) for all brands – including C2G, Chief, Da-Lite, Luxul, Middle Atlantic Products, Sanus, Vaddio & Wiremold. Please send your orders to:

While we are thrilled to be able to now accept and process orders, know that there is a backlog for each brand that teams are processing now of orders sent during the network outage. This may cause delays in our response times, order processing and shipping.

 

Our Fairfield, NJ (Middle Atlantic brand) facility and Ottawa, Canada (seven brands) specifically are experiencing the longest delays as the network is expected to be fully restored the week of May 8th. We expect extended lead times for your Middle Atlantic orders to continue throughout the month of May. Our teams are working nights and weekends to catch up and return to the customer experience levels you expect and we appreciate your patience as we get there. See question below on closures and shipping schedules for more information.

 

For time-sensitive needs our sales and customer care teams will help you find a distributor.

 

Q: What should I do if I placed an order before or during the outage? 

ANSWER: Legrand | AV teams are working diligently to prioritize your order and shipment. For status information, please contact Customer Care. 

 

COVID-19

Q: What precautions is Legrand | AV taking to avoid the spread of COVID-19?

ANSWER: We have put in place several measures at each of our facilities, all meeting or exceeding the highest standards recommended by the CDC and government authorities, to ensure the welfare of our customers and employees.

At this time, all employees who are able have been instructed to work from home and collaborate virtually until further notice. Enhanced cleaning protocols and distancing requirements have been implemented in all Legrand facilities for the protection of employees remaining on site. Additionally, we are initiating temperature and symptom screening for all employees entering the workplace. The policy is effective immediately, but due to supply issues with touchless thermometers, the policy will not be implemented at the same time at all sites. These measures are intended to help reduce the spread of this outbreak, allowing for a swifter recovery and, most importantly, saving lives. 

View full COVID response statements from Legrand | AV President Scott Gill:

 

Q: What precautions is Legrand | AV taking to assure cleanliness of facilities and packaged products?

ANSWER: In addition to the aforementioned CDC standards implemented across all facilities, our teams are diligently deep cleaning daily and wearing appropriate personal protective equipment (PPE) when needed.

That said, there are some additional measures that recipients can and should be taking to further mitigate any risk of exposure. NOTE: This recommendation is not solely for our products but good precautionary practice for handing any goods shipped and received.

  • Wear protective equipment such as gloves.
  • Discard all packaging.
  • Do not touch your face.
  • Wash your hands after handling.

 

Q: What is Legrand | AV doing to mitigate COVID-19's impact on the supply chain?

ANSWER: We are currently taking the following measures to mitigate any disruption to our services:

  • Working with our factories to maintain normal production capacity.
  • Placing advanced orders for long lead time parts and components to reduce the risk of supply disruptions.
  • Using air freight to expedite shipment of products to reduce the risk of local inventory issues.
  • Offering substitute products, where applicable, to offset product shortages.
  • Working closely with our factories and key suppliers to anticipate and work around potential logistics issues, including capacity shortages.

 

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

ANSWER: Operationally, we remain focused on keeping critical products available to you. In all areas where there are statewide or local stay-at-home or shelter-in-place orders, we are operating under critical industry designations. That means we remain open in service to integrators and our retail partners, although, again, the network outage is limiting our abilities. In the U.S., Legrand | AV operates out of five primary manufacturing locations, and four additional distribution locations. We have made the following updates to our locations, hours and operations to ensure a healthy work environment for all associates while minimizing any disruption in service to our customers.

Sites with only office staff under temporary closure:

  • Middletown, PA
  • Draper, UT
  • Eden Prairie, MN
  • Vandalia, OH

Brands & sites with adjusted shipping hours of Monday-Thursday, closed Fridays.

  • C2G: Dayton, Ohio
  • Chief and Sanus: Shakopee, Minnesota
  • Da-Lite: Warsaw, Indiana and Blue Ash, Ohio
  • Luxul and Vaddio: Minnetonka, Minnesota
  • Legrand | AV: Ottawa, Canada

Brands & Sites shipping at a limited capacity due to network outage constraints:

  • Middle Atlantic Products: Fairfield, NJ, University Park, IL, Riverside, CA
  • Legrand | AV: Ottawa, Canada

 

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

ANSWER: C2G Chief, Da-Lite,Legrand | AV Ottawa site, Luxul and Vaddio facilities have 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.

 

Q: What do I do if I have more questions, need technical support and/or need to return something?

ANSWER: Team members across Legrand | AV are ready and available to support you. Please reach out to your sales contact, the customer care support team or tech support should you have any questions.

 

Q: What resources are available to support commercial and residential businesses?

ANSWER: We have compiled a list of resources for our AV industry partners below. Supporting our partners as we both navigate these uncharted territories is a priority and we will continue to add resources here as they become available.

Category Market Source Description Link
AV Market Commercial AVNetwork Articles on COVID-19 articles and AV industry information www.avnetwork.com/tag/covid-19
Commercial NSCA NSCA resources (links, webinars, tools) to help integration companies find ways to:
  • Continue to generate revenue
  • Evaluate challenging cost-saving decisions
  • Understand government assistance options
  • Get continuous supply chain updates
  • Manage during an unprecedented crisis
  • Keep your doors open
https://www.nsca.org/tag/business-continuity/
Residential & Commercial AVIXA Resources, articles and links to virtual events to support AV professionals during the Covid-19 crisis https://www.avixa.org/avixa-responds-to-covid-19-crisis
Residential & Commercial AVIXA The Impact Survey is a weekly assessment of pro AV industry trends, attitudes and perceptions considering the novel coronavirus and COVID-19 pandemic. https://www.avixa.org/insight/Articles/Details/avixa-av-industry-covid-19-impact-survey-for-april-2-2020
Covid-19 Funding Residential & Commercial AVIXA U.S. CHAMBER OF COMMERCE document explaining eligibility and the process for qualifying for an SBA loan due to the impact of the COVID-19 https://avixacdn.azureedge.net/portal/docs/default-source/default-document-library/023595_comm_corona_virus_smallbiz_loan_final.pdf
Residential & Commercial Legrand Information on the SBA Paycheck Protection Program including a recording of the webinar from Jim LaPerriere and Jim Young https://www.legrand.us/sba-paycheck-protection-program.aspx
Training Residential & Commercial AVIXA
  • AVIXA is waiving access fees and seat limitations to online courses
  • If you are not an AVIXA member, you will be prompted to sign up as a free Basic member
https://www.avixa.org/avixa-stands-with-the-av-industry
Commercial Legrand | AV Legrand AV University https://www.legrandav.com/en/tools_and_training/training/training_and_certification
Industry Events Residential & Commercial AVNetwork
  • Article on how the live events community has been impacted COVID-19
  • Links to AVIXA and other AV resources
https://www.avnetwork.com/features/covid-19s-impact-on-live-events-industry
Residential & Commercial AVIXA InfoComm 2020 FAQs tied to cancellation of the event including registration, travel and exhibitor-specific questions due to the cancellation of InfoComm https://www.infocommshow.org/faqs
Higher Education Market Commercial Campus Technology Industry news and articles covering the impact of COVID-19 on Higher Education and Education Technology by Campus Technology https://campustechnology.com/articles/list/covid-19.aspx
Commercial RAVE Publications Blog post discussing the future impact of COVID-19 on higher education https://www.ravepubs.com/covid-19-and-higher-ed-what-can-we-expect/
Commercial EduCause Links to articles, videos, CDC and WHO information to help Higher Education institutions plan for campus disruption due to COVID-19 https://library.educause.edu/topics/information-technology-management-and-leadership/covid19

 

Q: How can I remain updated on the latest communication?

ANSWER: We will provide regular communication directly via our website, or through our customer care and sales organization, to keep you notified of any changes as this situation evolves.

Be sure to monitor this page as more frequently asked questions will be added in the future.