Friday April 03, 2020
Inform Consumers about Recall Snags Due to Coronavirus, CPSC Says
Companies with specific problems delivering recall remedies should make those issues clear to consumers, CPSC is urging.
That advice came in response to questions from PSL about the agency's decision (PSL 3/30/20, bit.ly/3dBnzKz) to put generic pop-ups on its website warning that remedies might be disrupted during social distancing efforts. Places suggested for explaining such situations included websites, social media, and customer service phone lines.
The agency confirmed to PSL that it has heard of concerns from companies negotiating upcoming recalls but that such troubles can apply to already-running ones. Among issues are supply chain disruptions and shipping firm closures.
On the other hand, the ports are open and CPSC continues to work with Customs and Border Protection (CBP) to tag high-risk shipments as needing inspections.
Remedy type plays a role in whether there might be problems. Significantly, shutdowns of non-essential businesses can make it impossible for customers to bring recalled items into stores or for repair crews to visit homes.
As for 6(b), CPSC explained that the language it is using in its pop-up notices is general so does not raise such concerns. It reads:
"Due to the extraordinary circumstances surrounding COVID-19, some of the remedies identified in recall press releases may not be available at this time. Consumers should check with recalling firms for further details."
"It is important to remember that CPSC and recalling firms urge consumers not to use recalled products."