RHMK3022 Recall Instructions
- Recalled due to alleged ability to leach lead.
- No sales of parts or product are allowed
- Customer Care Specialist needs to register the customer in the Recall Contact Manager
Russell Hobbs Mona Kettle Recall Scripting
Thank you for calling the Recall Center. My name is _________Agent ID Number_________How may I help you?
In order to register your kettle, I’ll need some basic information.
What is the model number listed on the bottom of your kettle?
Do Not Read to the customer.
The affected model number RHMK3022 (Russell Hobbs
Additional CCS Note: if the customer provides a model number that is not affected but has other customer service questions related to their product, Please take care of the customer in the regular fox contact manager.
Additional information to ask the consumer:
- 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?
- May I ask where you purchased the kettle?
Kettle Script Closing:
We appreciate your call Mr./Ms. ___________________. I will be sending out your registration kit.
We ask that you discontinue use of the kettle. This registration kit will contain a postage container in which to return your kettle.
Upon receipt of your kettle, we will process your replacement within 7 to 10 business days.
[If the customer does not want a replacement kettle, you can offer to replace with a reasonably similar priced items, e.g. iron, toaster, coffeemaker. If the customer declines a replacement product and demands a refund, only then offer a refund of $30.00.]
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.
