TCM1000KT/ TCM1000IKT Recall Instructions

TCM1000KT/ TCM1000IKT- Whole Unit has been recalled.

Recall Description:  This recall only affects Black & Decker® Brand TCM1000KT and TCM1000IKT Model Thermal Coffeemakers

Reason for Recall The unit was recalled due to burn hazard and the coffee makers can overheat, posing a risk of melting or fire.

Instructions:

• This model is on a voluntary Recall in the U.S. and Canada.
• No parts or product can be sold or sent In Warranty.
• All Calls must be documented in ACP RECALL STAND ALONE CONTACT MANAGER.

Recall Scripting

Thank you for calling the Recall Center. My name is (Agent Name). How may I help you?

Registering Product:

Agent: In order to register your Coffeemaker, I’ll need some basic information. May I have the Catalog Number of your Coffeemaker? This information can be found on the bottom or underside of the Coffeemaker.

The affected model numbers are TCM1000KT and TCM1000IKT Do Not Read to the customer.

Additional Agent Note: If the customer provides a model number that is not affected but has other customer service questions related to their product, Document the call in the ACM and resolve the issue.

Additional information

• May I have your daytime area code and phone number?

• Do you have an email address where we can contact you?

• May I have your first and last name please?

• May I have your complete address including any apartment or suite number?

• May I have your state and zip code or postal code please?

Notification Process

Agent: May I ask how you were informed of the Coffeemaker Recall? Make selection of one of the following:

• Billing Insert Radio
• Direct Mail Letter Retail Store Poster
• Direct Email Television
• Magazine Web Site
• Newspaper Post Office
• Phone Call Video New Release
• Product Catalog Other/Unknown

Coffee Maker Script Closing

We appreciate your call Mr./Ms. ___________________. I will be sending out your registration kit.

This kit will contain a postage paid envelope. After unplugging your unit, we ask that you cut AC line cord off approximately 2 to 3 inches from the electrical plug and place it in the envelope.

The kit will also contain a list of replacement product options for you to choose from. Please select one of the 9 options from the list and include this form in your envelope along with your cord and mail the kit back in your postage paid envelope.

Upon receipt of your kit, we will process your replacement order and ship your selection out within 14 business days.

Your confirmation registration number is _______________. Please keep this number for your records.

We appreciate your cooperation in the recall registration and thank you for calling.