What to do when a customer's unit is under recall

When a unit is included in a recall, the manufacturer's program handles the hazard for free. Your job is to make the situation safe, explain the notice, help the customer register, and not repair the recalled defect yourself.

Single source ~15 min easyBrands: All

Before you start

Follow the notice's interim instructions (unplug, stop using one function, shut off gas, keep CO alarms) before leaving
Gas and CO hazards are blocked items: give the immediate safety steps and refer; if a CO alarm is sounding, everyone leaves and calls 911 or the gas utility from outside

Diagnostic steps

Unlock all 5 steps with expected values

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OnCall Tech is a reference tool for trained technicians and can make mistakes. Always disconnect power and confirm with the manufacturer's documentation before you work.

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