Quality Issue
The following information is general information for Quality Issues. If you have a quality issue please see QI and CC Warranty Process
What is a Quality Issue
- A quality issue is defined as a situation in which a consumer’s product smoked, burned, caught fire, or performed in a manner that the consumer feels is dangerous, hazardous, or a potential risk.
- Quality issues DO NOT involve personal injury, property damage, or injury to pets.
- At least 4 to 5 sentences of troubleshooting documentation are required on all Q.I. transactions.
- Customer must still have product or part in question, for it to be treated as a Q.I.
== Key Words and Questions to Ask ==
The following information will help you determine a Quality Issue
=== FIRE ===
Consumer states that the unit caught fire, or the unit caused the food to ignite.
Customer service Representative should ask the following questions (if applicable)
- Was it the unit or the food that ignited?
- How long was the unit on?
- What was the unit set at (function, temperature, timer...)?
- Did they pre-load the timer? (Toaster Ovens)
- What type of food was being prepared
=== Food Caught Fire ===
Some foods, such as taco shells should not be prepared in a toaster oven. The consumer should read any prepackaged food to make sure that it can be cooked in a toaster oven. Failure to read the package directions could result in overcooked, undercooked, or possible fire (such as taco shells).
If a customer states their food catches fire in a product, it may not necessarily be a QI. Food ignition can occur due to many factors, such as the food being cooked, fat content, starch content, moisture content, and many other factors. These are not related to the quality of the materials, or workmanship of the product.
Some of the factors that would allow this to stay a QI would be things like…
- The product caught on fire before the food.
- The unit overheated/sparked/smoked, and then the food caught on fire afterwards.
- The unit was damaged because of the fire, but this would be limited to things like melting, or the interior of the product being charred.
As long as it is not one of the three factors listed above, you should be able to mark this as a standard complaint. If the customer escalates, then you can exchange the product as a courtesy with the customer sending all requirements (including the fee). Mark your contact as “out of warranty” in these instances. Naturally, normal QI or PI procedures remain if the customer’s issue leans in that direction.
=== SMOKING ===
Consumer states that the unit started smoking.
Customer service Representative should ask the following questions (if applicable).
If this is a Toaster Oven please see Toaster Oven - Determining if the Unit is Smoking.
- Is the smoke coming from the unit or from the food inside?
- What part of the unit is the smoke coming from?
- Is this the first or second time the unit is being used?
- What type of food was being prepared?
Please note: Depending on where the smoke is coming from will determine if this is Quality Issue
=== SPARKS ===
Consumer states that there are sparks coming out of the unit.
- Customer service Representative should ask the following questions (if applicable)
- Where is the unit sparking from?
Please note: If the consumer states that they had seen a spark when they plugged the unit in, make sure that the appliance has an on/off switch. If the unit does not have an on/off switch the customer may see a slight spark when plugging or unplugging the unit from the electrical outlet. For example: Some George Foreman Grills have the following note in the instructional brochure: "To avoid any sparks at the outlet while disconnecting plug, make sure the "Power Light" is off (not illuminated) before disconnecting..." (GRP4).
=== BAD ELECTRICAL CONNECTION ===
Consumer stated they must wiggle the cord or knob to get the unit to have power.
- Is this happening when trying to use a certain setting?
- Does there appear to be any damage to any part of the cord?
- This would also apply if a toaster oven were heating on one setting (for example broiling), but has no power on any other setting.
=== UNIT TURNS ON BY ITSELF ===
Consumer states that the unit came on by itself.
- (coffeemakers, breadmakers...If applicable) Make sure that auto program feature was not set
=== UNIT NOT TURNING OFF ===
Consumer states that the only way they can get the unit to turn off is to unplug it
- Make sure that the unit has an on/off switch
Recall/Afraid to Use/Health Concern/Hazard
The consumer states that the unit should be recalled, are afraid to use it, or a health hazard or concern.
- Do not make a Quality Issue unless there is evidence of a defect to support their claim
=== MELTS/MELTING ===
The consumer states that some part of the unit has melted (cord, housing...)
Customer service Representative should ask the following questions (if applicable).
- What is melted?
- How long was the unit on?
- What setting was being used (function)
- If it is the cord that is melted: Was the unit plugged in with any other appliance
Please note: If the consumer states that the unit melted due to an outside source, this is not a Quality Issue. For Example: The cord on the coffee maker melted because it was too close to the stove.
=== BURNS/BURNING/OVERCOOKING ===
Consumer states that the unit is burning the food no matter what the setting.
- (Toaster Ovens) Is the consumer preloading the toast/timer
- How long is the unit on?
=== LEAKING/LEAKS ===
Consumer stated that the unit is leaking water from the housing.
- Is the leaking happening as the product is being filled, or once it is running?
- The only exceptions would be blending jars, pitchers on citrus juicers or food processors. These can be done as regular warranty complaints with the parts being replaced
=== RUST/RUSTING ===
Consumer stated there is rust on some portion of the stainless steel housing.
- How is the product cleaned?
- Is water left inside on items like kettles or percolators?
- If you are unsure, please have the consumer email a photograph for verification. Sometimes what the consumer describes as rust may be calcification of the minerals in their water. This is often due to a lack of regular cleaning.
=== THREATS TO CONTACT: ===
- Consumer Safety Product Commission
- Attorney General
- Better Business Bureau
- Consumer reports
- News media, etc.
- Lawyer (Lawsuit, suing)
=== Health / Safety Concerns /Dangerous / Hazardous ===
Consumer states that the unit is a health concern or dangerous
=== Breakers Shutting Off ===
Consumer states that the unit is causing the breaker to flip or shut off
Customer service Representative should ask the following questions (if applicable).
- Was the unit immersed in water? (Mostly get that with percolators)
- Was the customer able to reset the breaker?
- If the consumer reset the breaker and the outlet works, this is a QI
- If the consumer reset the breaker and the outlet does not work, this is a PI
- If the consumer has not reset the breaker, mark as a complaint, and have the consumer call back with the results after resetting.
- If the breaker shuts off in one room, but not another, the issue is with the circuitry or outlet in the home, and not the product.
- Did the breaker/fuse shut off right as the unit was plugged in, or was the unit on before the breaker kicked out?
- Was the unit plugged in (on the same circuit) with any other appliance? (Too many appliances plugged in can overload the circuit)
=== Glass Breaking ===
Any time glass breaks on its own, this is a Quality Issue.
- This applies to toaster oven doors, coffee carafes, lids on slow cookers, rice cookers and skillets, etc.
- Ask the consumer how the glass was cleaned?
=== Popup Messages/Special Projects ===
Any model that has a popup message is being requested by Spectrum for a particular reason.
- Follow the message exactly as stated in the popup.
- The returns are monitored daily, and the popup can be shut off instantly once fulfilled. If you see the message, follow the instructions. Don’t be concerned if we have received the amount requested.
- Products that arrived damaged in the box, have parts missing, or have been misused by the consumer are not a part of the Special Project. These are packing issues, not manufacturing issues. This will also include any product a consumer has taken apart
== QI PROCEDURE ==
If you have determined you have a Quality Issue please see QI and CC Warranty Process The following is a general summary of this process
=== Procedure Summary ===
If you have a quality issue you must:
Determine if the date code is within 5 years of the current date
- If the date code is within 5 years, the product is considered in warranty. The unit should be replaced or refunded for the customer. (Refunds should only be offered in some cases)
Ask if the customer has a valid receipt (needed only if date code is past the 5 year mark)
- If the consumer has a valid receipt (showing that the unit is in the warranty period), the unit is in warranty. The unit should be replaced or refunded for the customer. (Refunds should only be offered in some cases)
- If the date code is past the 5-year mark and they do not have a valid receipt, the unit is out of warranty. The unit is out of warranty. Information needs to be documented in detail. Upsell to consumer
=== The Contact Manager ===
The contact manager notes should have a detailed description of what happened. Any important questions that an agent asks the consumer should be documented.
In general, the following would be entered for a quality issue, unless more information is needed.
- Incident Category - Quality Issue
- The correct Reason Code
- Disposition - Exchange in Warranty/Refund in Warranty/Parts (if a part will fix the issue, but is out of stock, replace the entire product instead, so the consumer is not left waiting on backorder for just the part)
(If the customer needs to contact us back with information: the agent should leave the transaction as a complaint until the customer contacts us back.) It is a good idea to type QI Pending on the top of your notes for the next available agent.
Important Details The agent must:
- Note previous CRM# if the unit is a replacement from BPP.
- Advise the consumer to discontinue use of the product.
- Advise consumer to retain the unit until they have received further instructions.
- Please inform customer that the unit and the instructions will not come together and that they will receive the instructions regarding the current unit via mail or email within 2-3 weeks.
- Make sure to ask the consumer whether they can print if they have an email address, so we know how an RMA can be sent.
- Never tell the consumer to cut the cord on a Quality Issue.
- Advise the consumer to contact us back if they have not received any instructions after the 2–3-week period. This is when we can advise whether their product will need to be returned.
