Expert Recall

A refrigerator defect created a fire hazard for millions of recreational vehicles. The refrigerators’ manufacturer needed a partner in its effort to recall approximately 2 million units while satisfying the requirements of the National Highway Traffic Safety Administration (NHTSA).

The ExpertRECALL™ team was immediately engaged in the recall process.

• ExpertRECALL initiated the first ever recall for this manufacturer with over 100 repair centers across the country, while linking into the client’s warranty claims database. This resulted in the prompt payment to dealers whose refrigerators had been installed by nearly 80 RV manufacturers.

• To reach as many people as possible, a website was established in addition to a 1-800 number with an interactive voice response (IVR) system. Notifications went to hundreds of manufacturers, thousands of dealers and campgrounds and millions of consumers.

• ExpertRECALL received and managed nearly 400,000 phone calls, coordinating repairs with RV dealers, service centers and mobile repair units.

ExpertRECALL understood not only the safety risk to consumers, but also the financial, legal and brand liability facing the company. Through effective recall execution in addition to customized recall reporting, ExpertRECALL helped the manufacturer prevent further risk and ensured compliance with NHTSA requirements.

Protecting People – Reducing Risk