Product Incident
What is a Product Incident
- A Product Incident is defined as a situation in which the consumer states there was any kind of Injury or damage to a person, place or pet as a result of a Spectrum Product (Remember simply “Personal Injury” or “Property Damage.”)
- Anytime a consumer is seeking compensation as a result of a Spectrum Product
Please Note:
If the consumer is seeking compensation for time, food, or inconvenience, please advise the consumer this would not be something Spectrum Home Appliances would be able to consider.
Examples:
- Sparks flew out of a consumer's coffeemaker and burnt their hand
- Consumer was using a toaster oven, when the unit caught fire and scorched his cabinets and countertop.
Please Note:
The consumer must tell you directly that there was damage or injury. You are not permitted to assume with a Product Incident, as this information is also shared with all liability-related divisions of Spectrum Brands. “Getting hit with hot water” (assumption) is not the same as “Getting burned with hot water” (fact). At no time can you ask a consumer if someone was injured, or something was damaged. This will cause your case to immediately be elevated to liability status.
What to do
Product Incidents should be handled by a Product Incident Specialist only.
- The customer care specialist should try to capture all the consumer’s personal contact and production information (name, address, phone, email, model and date code). The model number should be verified to make sure that it is a product we support.
- Collect only the basic information about what happened (do not go into any detail)
- After saving the transaction to get the ID, chat the specialist to let them know you have a PI. The supervisor cannot take over the call without a transaction ID.
- Never transfer the call to voicemail.
- You can never “cold/blind transfer” a PI at any time.
- Always, inform the consumer that you are going to transfer them to the specialists:
- Risk Management (Jim and Michelle)
- Supervisors (Anyika, Miguel and Sylvie)
