Our company is about to initiate a type of recall whereby a public notice (attached) will request that all customers who purchased AOT 45/54 products within a certain serial number range are to phone a number to arrange a service inspection. Date of commencement is 14/02/08.

A couple of points need to be clearly understood…

  1. This recall has been triggered by the failure of two units only.
  2. This is a precautionary safety recall only. Not a recall to address any other issues. As directed by Japan.
  3. The recall revolves around service agents checking the tightness of electrical connections within the outdoor unit.
  4. Customers who phone the number will NOT be contacting our company. They will be in fact talking to a call centre.
  5. The call centre will then initiate an email to the appropriate service agent based on the post code of the customer.
  6. The email will advise the agent to attend and also include the actual check procedure every time.
  7. All of the Service Agents concerned, will be emailed within the hour to advise them of our action.
  8. Service agents will be paid for attending to the customers.

The precise impact on our company will vary depending on the customers circumstances and location.

In terms of your own jobs, the follow guideline should be used :

1. Should you come in contact with a retail customer (end user) asking questions etc, you are to advise them to phone the number that appears on the attached ad. That number is : 1800 008226 Monday to Friday between 9:00 AM and 5:00PM E.D.S.T.

It is important that you do NOT waste time engaging the customer in conversation over this recall.

You should not be giving any customer your opinion on this subject as you may inadvertently alarm the consumer.

2. Should you receive any phone calls from any Dealer / Retailer / Installer – You are to refer them to Andrew Hague in Sydney on 02 88222532

3. Should you receive any phone calls from the media, you are to refer them to Milton Kaloudis or Phil Perham.

4. Should you have any further questions concerning the above, please do not hesitate to contact me.

5. Should you be aware of any staff member not having access to this email, please ensure they read a copy.