SDC740 - SDC750 Recall Instructions

SDC740/ SDC740B/ SDC740BR/ SDC740C/ SDC740DIS/ SDC740R/ SDC750/ SDC750C and SDC750DIS - carafe recalled.

Date of Recall: June 23, 2009

Recall Description:

• Carafe is under RECALL - The carafe handle can break, causing cuts and burns to the consumer.
• RECALL applies to all date codes.

If a consumer is calling with questions about the product, notify them that the carafe for the unit is under recall.

Carafe Issues / Not Registered

• Advise the consumer to stop using the unit.

• The customer service representative should register the consumer in the Recall Contact Manager

• The consumer will receive a kit via mail and a refund will be sent

• Offer refund (receipt amount if they have a receipt or $65.00 with no receipt). Inform the consumer that they will be sent Refund Kit to return the carafe and cord/receipt for evaluation. Refund MUST be issued through the Recall

Contact Manager

Not a Carafe Issue

• Document the customers information in the regular contact manager

• Inquire the amount of purchase and if the consumer has a proof of purchase (purchase price of unit does not include tax or shipping)

• Offer consumer a refund (receipt amount if they have a receipt or $65.00 with no receipt). Nothing else should be offered.

• Email Office to send a Refund Kit to return the carafe and the cord.

Issue with Replacement Carafe

If a consumer calls concerning an issue with a replacement carafe that was replaced under the recall

Use the following reason codes for handle breaking , dribbling, leaking ONLY!!! Do NOT use these reason codes for the original carafe that was NOT replaced with a recall carafe!!!

• Recall Carafe handle broke

• Recall Carafe dribbling (dribbling when pouring down the two sides of the spout when pouring only)

• Recall Carafe seam leaking (leaking from under the lip or band)

The Customer Care Specialist is to inform consumer the carafe cannot be replaced and that a RMA will be issued to return the carafe for evaluation. Email the office to send a refund kit and RMA. The Customer Care Specialist will inform the consumer that a refund will be issued with a receipt or $65.00 with no receipt. . Inform the consumer that they will be sent a prepaid RMA to return the carafe and cord/receipt. Emailed the office for a REFUND kit.

CPSC and Spectrum Brands Lawsuit

Below are canned responses regarding a lawsuit that involves the CPSC and Spectrum Brands regarding the SDC spacemaker carafe recall. This is extremely important. Please follow the responses explicitly.

If you are contacted by a reporter or media outlet, you should simply respond that:

• “All media inquiries in this matter are being handled by David Prichard. His phone number is: (608) 278-6141. His email is david.prichard@spectrumbrands.com.”

When Call Center or Consumer Services personnel is contacted by a consumer (or other caller) inquiring about the lawsuit, the Call Center representative should simply respond that:

• “Spectrum Brands’ response to inquiries in this matter may be found on Spectrum Brands’ website. Simply go to www.spectrumbrands.com and click on the ‘PRODUCT RECALLS’ link at the bottom right corner of the screen. After that, click on the ‘Statement Concerning CPSC Litigation’ link under the ‘Applica Consumer Products’ link to access Spectrum Brands Statement about the lawsuit.”/// and