Internal Procedure: Handling Product Failure Involving InjuryUpdated a year ago

Step 1: Express Empathy

    1.    Greet the customer warmly and express concern for their situation.

    •    Example Consumer: “I’m sorry to hear about your experience and hope you are okay.”

    •    Example Retailer: “I’m sorry to hear about your customer's experience and hope they are okay.”

Step 2: Gather Product Information

    1.    Collect detailed information about the product:

    •    Brand:

    •    Part Number:

    •    Product Name:

    •    Description:

    •    Color:

    •    Size:

    •    Other relevant details:

Step 3: Purchase Details

    1.    Ask about the purchase details:

    •    Where was the item purchased? (Note: Proof of purchase may be requested)

    •    When was the item purchased?

Step 4: Installation Details

    1.    Was the product in question attached, installed, or adjusted by the consumer or the retailer

    •    If by retailer, gather more information including the shop name, contact person, phone, and email

Step 5: Usage Information

    1.    Understand how the product is being used:

    •    Type of use (e.g., Mountain, Road, BMX, Commuting, other)

    •    How long has the item been in use?

    •    Is rider weight a factor?

    •    Where and how was the product being used when it failed? (e.g., Terrain, weather, competition, other)

Step 6: Evaluate Circumstances

    1.    Assess if the circumstances align with normal and reasonable use:

    •    If yes, and the item is within the normal warranty period, offer to replace the product at no charge (Note: Replacing higher value items, and items out of warranty require manager approval)

Step 7: Product Retrieval

    1.    Arrange for the product to be returned:

    •    Provide instructions for returning the product to the company.

Maintain Professionalism

    1.    Admit no fault or asign any blame:

    •    Refrain from admitting any liability or fault during the conversation.

    •    Example: “We will investigate the issue thoroughly to understand what happened.”

Notes

    •    Document the interaction in the customer service system for future reference.

    •    Follow up with the customer to ensure their satisfaction and provide updates on the replacement process if applicable.