Frequently Asked Questions
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. As we return 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.
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.
MIDDLE ATLANTIC BRAND UPDATE
The current weather conditions and wildfires in the Northwestern US are likely to impact shipping from Middle Atlantic’s California warehouse for an undetermined period of time. Our priority is to ensure the safety of our team and shipping partners while limiting effects on customers. Contingency plans are in place to ensure shipments arrive at their final destination as quickly as conditions permit.
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: 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.
- Da-Lite: Warsaw, Indiana and Blue Ash, Ohio
- Legrand | AV: Ottawa, Canada
Q: How will the adjusted shipping hours impact my order?
ANSWER: Da-Lite and the Legrand | AV Ottawa site 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.
COVID-19 GENERAL UPDATES
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 continue 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.
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: 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.