Research Inquiry
Contents
General Research
If you need information in regards to a part or product you would submit a general research form.
Inform the Consumer
- When a research is submitted, please advise the consumer we will contact them in approximately 4-5 business days.
Procedure
- Document the consumers information in the Contact Manager (Complete Address)
- Once the research has been completed the agent will receive an email, with the needed information, to contact the consumer back.
- If the consumer calls back, please check the contact manager notes to see if the research information is available.
- Email researchdept@brandprotectplus.com with the following information:
- Transaction ID
- Consumer's First and Last Name
- US or Canadian Consumer
- Brand - Black+Decker/Breadman/Farberware/George Foreman/Juiceman/Other (Indicate Brand)
- Model Number
- Part Number
- Part Description
- Comments
Parts Research (In Warranty Parts Replacement - Part Not in Shopify)
The parts research should be used if we are waiting for pricing or if a part in the manual is not loaded in the Shopify. If the consumer is in warranty and needs a replacement part for their unit.
Inform the Consumer
- The part is currently out of stock and an order will be placed.
- The backorder lead time is approximately 2 to 3 weeks.
Procedure
- Document the consumers information in the Contact Manager (Complete Address)
- Email researchdept@brandprotectplus.com with the following information:
- Transaction ID
- Consumer's First and Last Name
- US or Canadian Consumer
- Brand - Black+Decker/Breadman/Farberware/George Foreman/Juiceman/Other (Indicate Brand)
- Model Number
- Part Number
- Part Description
- Comments
Please Note: If the part is not available, an email will be sent back to the agent to contact the consumer.
Parts Research (Purchase - Part Not in Shopify)
The parts research should be used if we are waiting for pricing or if a part in the manual is not loaded in the Shopify. If the consumer wants to purchase a part, but the part is not listed in the Shopify:
Inform the Consumer
- We will send the information to our research department and a quote will be sent.
Procedure
- Document the consumers information in the Contact Manager (Complete Address)
- Fill out a Part Research Form located under the general resources tab (link also listed below).
- Email researchdept@brandprotectplus.com with the following information:
- Transaction ID
- Consumer's First and Last Name
- US or Canadian Consumer
- Brand - Black+Decker/Breadman/Farberware/George Foreman/Juiceman/Other (Indicate Brand)
- Model Number
- Part Number
- Part Description
- Comments
Please Note: If the part is not available, an email will be sent back to the agent to contact the consumer.
Response Template
Thank you for contacting Spectrum Home Appliances.
We have sent your inquiry to our Research Department for more information. Please allow 4-5 days for a reply back.
If we can be of any further assistance, please contact our Consumer Service Department at 1-800-231-9786. Our hours of operation are Monday thru Friday from 8:30 A.M. EST to 7:00 P.M. EST. Alternatively, you may e-mail us at homeappliancessupport@spectrumbrands.com, or go to http://www.prodprotect.com and fill out a contact form. A representative will be happy to assist you.
Consumer Support Team
Spectrum Home Appliances
A division of Spectrum Brands, Inc.
www.spectrumbrands.com
