How does a customer contact the Service department?
Contact can be made either by e-mail or phone. The Service e-mail address is service@conairgroup.com You can also call 800-458-1960, then press 1 for Service. A First Call Response Agent will answer the call. The call will be logged into the Service database. If the First Call Response Agent cannot resolve the issue, the call will be forwarded to the appropriate party. Please have available your model and serial number.

How does a customer contact the Parts department?
Contact can be made either by e-mail or phone. The Parts e-mail address is conairparts@conairgroup.com Incoming e-mail is received by a pool of First Call Response Agents. You can also call 800-458-1960, then press 2 for Parts. You will be given the option of speaking with a First Call Response Agent (if you know your part number) or a Parts Agent if you need other assistance.

What is a First Call Response Agent?
We currently employ 4 First Call Response Agents in the Service Department and 3 in the Parts Department. All have a strong background in customer service. They are responsible for processing all incoming communications; either to completion or to appropriate handoff.

Why is the call logged into the service database?
Calls are tracked to insure that they are completed. A logged call allows anyone with access to the database to know the status of a call. This allows a seamless follow-up by someone other than the original responder.
Call logs are also monitored to track (and correct) problem trends, customer complaints, and service schedules.

How effective is our use of First Call Response Agents?
The First Call Response Agents currently handle over 30% of all incoming communications, taking them to completion without any assistance. The remaining calls require some amount of intervention by others. Our goal is to steadily improve this percentage through training and improvement of our technical knowledge database.

I have always called “John Doe” for my Service or Parts issues, why can’t I continue to contact him?
Our experienced technical staff remains in place. We remain willing and anxious to answer your communications. In contacting any individual directly, you take the chance of finding him or her out of the office, or otherwise occupied. Direct contact may delay your response. Our First Call Response Agents are well versed in maximizing Conair’s resources to get you fast, accurate, appropriate help.