Our client is one of the leading manufacturers of component parts in its field. One such part contained a potential defect, and was used in products by 6 different manufacturers. Our client needed to provide a means of consumer notification and customer registration so that the correction could be handled in a manner that would have as little impact on their manufacturing customers as possible. Over 200,000 units were affected by the placement of this component part, and the potential hazard was life threatening.
RTR had the advantage of having years of experience in the recall industry, so setting up a structure to support this type of activity was not complicated. Names of consumers were provided by the manufacturers based on warranty information; a database was built for direct mail notification; posters were prepared for point of sale education; and a toll free 800 number was set up for consumers to call and register for the program. The “fix” involved sending a replacement part to consumers. RTR sent postal-ready labels to the manufacturers who then shipped the replacement part with-in days of the telephone registration. Special customer service situations were documented and referred to the client for in-house handling, although such occasions were few during the conduct of the program. Weekly reports were sent electronically to our client, along with monthly reporting to the federal agency overseeing the corrective action program.
Tens of thousands of consumers were able to conveniently register for the program. The replacement parts were shipped out in a timely manner, often with-in 24 hours of the registration call. Our client wished to know the consumer attitudes regarding the program so that they may share the information with their customers, the manufacturers of the equipment that housed the recalled component. RTR conducted a brief survey from a sample of registered consumers and provided the data to our client. The results from the survey were positive. For a previous recall, our client had elected to try to handle it in-house and had experienced a “significant” disruption of their business. Since RTR eliminated this disruption for this recall, our client was able to keep their focus on their core business during the entire time the program was conducted by Real Time Results.