CET401

CET401 - Whole Unit has been recalled.

Cooks Essentials Electric Toaster

Instructions:

• If the unit was purchased from QVC, consumer must return to QVC (give contact number 800-367-9444)
• No sales of parts or product are allowed. 
• Customer care specialist is to document the call in the contact manager.
• Choose RECALL as the reason and TRANSFERRED TO RECALL CENTER as the disposition. 
• Customer Care Specialist needs to register the customer in the Recall Contact Manager . 

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 toaster, I’ll need some basic information. What is the model number listed on the bottom of your toaster?

Do Not Read to the customer.

• The affected model number are the CT200 (Cooks Essentials), FCT200 (Farberware), HZT2 (Hoffritz), HZT2M (Hoffritz), RH2MT (Russell Hobbs), and CET401 (Cooks Essentials).

• 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.

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?

• Has your toaster caused any property damage?

If YES, CCS will ask the customer to hold and transfer to Jim - ext 3089 or Michael 3038.

If NO, continue with script.

• May I ask where you purchased the toaster?

CCS Note: Resolution for QVC customer Customer who bought a toaster from a QVC's television program or at QVC.com:

Customer were sent a package by mail containing information on how to receive a refund. customer who have not received the information packet should call QVC at 1-800-367-9444, from 7 AM - 1 AM ET, seven days a week or visit QVC's website at www.qvc.com. Customer who bought a toaster at a QVC outlet or retail store: Customer should return the toaster at the store where it was purchased to receive a full refund.

Toaster Script Closing: We appreciate your call Mr./Ms. ___________________. I will be sending out your registration kit. We ask that you discontinue use of the toaster and make sure to unplug it from the wall outlet. This kit will contain a postage paid envelope. Again, make sure you unplug the toaster from the wall outlet. After unplugging your unit, we ask that you cut the AC line cord off approximately 2 to 3 inches from the electrical plug and place it in the envelope. In order to receive a full refund of the purchase price, please be sure to include the proof of purchase receipt along with your cord and mail the kit back in your postage paid envelope.

Upon receipt of your kit, we will process your refund with in 7 to 10 business days. If you do not have your purchase receipt, we will still register your product for the recall and issue you a refund of $40.00 (for a 2 slices models) or $71.00 (for a 4 slices models) upon return of the kit and AC line cord. 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