ISC Product Support Update REFLEX

We've received this update on a notice originally published in April 2026 from ISC Solutions in Metal:

To all REFLEX climbers,

Thank you for your continued support of the REFLEX and for the feedback many of you have provided since our previous communication. The information shared by users has been invaluable in helping us better understand device performance across a wide range of climbing styles, rope conditions, and environments.

Following our earlier letter, ISC has continued to investigate reports of performance fade and slippage. As part of this work, we have reviewed user feedback, evaluated returned devices, and conducted testing and analysis.

As highlighted previously, rope condition, device condition, contamination, and general operating conditions all play an important role in the performance of any mechanical hitch device. Through our investigation, we have found that some reported performance concerns can be resolved by addressing one or more of these factors.

In addition, we have received a small number of devices that continued to exhibit performance fade despite appropriate management of rope and device conditions. These devices were returned to ISC for detailed evaluation.

Our investigation identified visible wear on the upper links, which are critical components responsible for engaging the rope and arresting movement. The common characteristic among the devices returned to us was accelerated wear of these rope-engaging components.

While our investigations to date have found no evidence of manufacturing defects, component tolerance issues, or assembly concerns, the wear observed on these components appears to be the common factor associated with the performance fade reported by affected users.

Our testing and analysis indicate that certain operating conditions can significantly increase wear rates, including extended descents, repeated high-speed descents, use without additional friction where appropriate, and operation in dirty or abrasive environments. In some cases, the wear observed on returned devices is resulting in reduced device performance and early retirement of the individual device.

What this means for REFLEX users

Our investigation indicates that some devices may reach a point where retirement is required earlier than time-in-service alone would suggest, making regular inspection and monitoring of performance particularly important.

Climbers should pay close attention to any noticeable changes in device behaviour, including reduced grabbing performance, increased tendency to slip, or any other signs of performance fade. Users should not rely solely on time in service when evaluating the condition of their device.

If a device exhibits performance degradation that cannot be resolved through cleaning, inspection, maintenance, or addressing rope and environmental conditions, the device should be removed from service and ISC should be contacted directly. As with all life-support equipment, users should not continue using equipment if they have concerns regarding its condition or performance.

Our commitment to REFLEX users

We understand that the REFLEX represents a significant investment for many climbers. We are actively working with users who have experienced these issues and are committed to ensuring that affected customers are appropriately supported as we continue our investigation and evaluate long-term solutions.

While our investigation remains ongoing, the findings to date have provided valuable insight into the performance characteristics of the REFLEX in demanding real-world applications. We are currently evaluating several opportunities to address this situation and will continue to provide updates as our work progresses.

If you experience any signs of performance fade, unexpected slippage, or have any concerns regarding the condition or performance of your REFLEX, the device should be then removed from service and ISC should be contacted directly. We are committed to investigating every reported case and supporting users throughout the process.

We appreciate your support and feedback, and the trust you place in ISC equipment. We will continue to provide updates as our investigation and development work progresses.

Regards,

Carly Jones
Product Manager