Subject: INJURY AND accidental cases
From: Rosette Modiri <[email-masked]>
To: Nazmul Haque <[email-masked]>
Date: Fri, 15 Nov 2019 17:16:20 -0700 (MST)

DO NOT ADMIT ANY WRONGDOING ON THE CALL 

- If product is faulty, ADVISE CUSTOMER TO STOP ALL USE OF PRODUCT - Record CUSTOMER’S CONTACT INFO – 1. Name 2. Email 3. Home address (*If customer is not willing to provide full address, politely state that this is necessary in order to have proper record of the incident. If customer still refuses, then try getting only city, state, and zip.) 4. Best phone number 

 If incident occurred with another adult, and NOT the actual caller, please also record that person’s name and best contact number, and advise that they call us directly if the caller is unable to provide us with the details we need.  If a child was involved in the incident, record the child’s age. (Note: If a child calls with an incident claim, you will need to ask for an adult/guardian to speak to instead.) 

- Record PRODUCT MODEL NUMBER If the incident involves an X1 hoverboard purchased between Sept 2015 – Feb/March 2016, ask customer if they are aware of the voluntary X1 Recall. If they are aware but never sent the unit in for battery swap, ask if and when they received a Recall Notification, such as via email or letter. 

Regards, 
Rosette