Frequently Asked Questions
Q: WHY IS FRANKLIN CONDUCTING THIS RECALL?
A: We are conducting this recall to keep our dealers and their customers safe from a potential risk of fire and smoke. While the incidents occurred in showrooms, we acted promptly out of an abundance of caution to insure that there were no injuries or property damage.
Q: HOW CAN I TELL IF MY POWER RECLINING FURNITURE IS AFFECTED BY THIS RECALL?
A: Only power reclining furniture with a black rectangular switch is subject to this recall. Power reclining furniture with a black oval switch (see below) IS NOT AFFECTED by this recall. If your furniture has a black rectangular switch (see below), then look for the law label underneath the footrest. Collect the information from that label as indicated below. With that information in hand, either call Franklin’s recall hotline at 1.866.551.2706 or go to our website at http://franklincorp.com and click on Power Switch Recall. There you will find a list of the affected Style numbers or Basic Change (BC) numbers that fall within the scope of this recall.
Q: WHAT IS THE PROBLEM WITH THE SWITCH ON THE POWER RECLINING FURNITURE?
A: A component in the black rectangular switch (not the oval switch) can overheat under certain circumstances and cause the switch to fail. This failure can create smoke or fire.
Q: HOW CAN I FIX THE PROBLEM WITH THE SWITCH ON MY POWER RECLINING FURNITURE?
A: Visit our website at http://franklincorp.com and click on the button at the top that says Power Switch Recall. Then register for the recall by giving us the address to which you would like us to mail your free replacement switch and tell us how many free replacement switches you need. Or you can call our recall hotline at 1-866-551-2706 and speak to one of the customer service representatives to register for your free replacement switch.
Q: HOW LONG WILL IT TAKE FOR ME TO RECEIVE A FREE REPLACEMENT SWITCH?
A: We expect to be shipping free replacement switches to dealers and consumers no later than February 2. It may take us up to two weeks to process your order once you have registered for our recall but our goal is to turn around our orders within 5 business days.
Q: WILL I BE ABLE TO DO THE SWITCH REPLACEMENT MYSELF?
A: Yes. Along with your replacement switch, there will be instructions explaining how to remove the old switch and how to install the new replacement switch. We have posted a video on our website that shows you how easy it is to do yourself. If you have any questions about the installation, then we ask you to call our recall hotline at 1-866-551-2706 for further assistance.
Q: CAN I HAVE SOMEONE COME AND REPLACE THE SWITCH FOR ME?
A: Yes. The replacement of the switch is a very simple process as you will see if you watch the installation video on our web site. However, if you are not comfortable replacing the switch yourself, Franklin can schedule a service technician to replace the switch for you.
Q: WHAT IF I CAN’T LOCATE OR HAVE LOST THE LABEL AND CAN’T IDENTIFY THE STYLE, BC CODE, OR SHIP PERIOD?
A: Call our recall hotline at 1-866-551-2706 and speak to one of the customer service representatives on how we can determine whether your switch qualifies for the recall by the shape of the switch.
Q: WHAT IF I BREAK THE SWITCH WHEN REMOVING/INSTALLING THE NEW ONE?
A: If the old switch is broken while removing, simply return the old switch using the original package in which the replacement switch was sent. If the replacement switch is broken, Franklin will send another switch.
Q: WHAT KIND OF WARRANTY COMES WITH THE NEW SWITCH?
A: The new switch has a one year warranty just as the original switch did.
Q: I NEVER UNPLUGGED MY POWER RECLINING FURNITURE AS I WAS TOLD TO DO BY MY DEALER. CAN I CONTINUE TO USE MY FURNITURE?
A: No. We do not want you to continue to use your power reclining furniture as it presents a risk of fire or smoke. Unplug it from the wall and do not use it until you have replaced the switch with the free replacement switch we will send you.
Q: MY POWER RECLINER DOES NOT WORK. WILL THE REPLACEMENT SWITCH CORRECT THE PROBLEM?
A: The switch replacement is necessary due to the recall. If replacing the switch does not solve the problem, collect the information from the law label on the footrest of your power recliner as well as any other relevant information about its non-functioning. Please email all your information to Henry Vaughan at firstname.lastname@example.org, for follow-up and response. He can also be reached via telephone at 662-456-4286 or fax to 662-456-9958
Q: I NO LONGER WANT THIS FURNITURE DUE TO THIS RECALL. WHAT WILL YOU DO FOR ME?
A: We are voluntarily conducting this recall for the switch assembly only. With a free replacement of the switch, the furniture will function as it did when it was purchased new. Franklin will not accept returns.
Q: I'M HAVING OTHER ISSUES WITH MY FURNITURE. CAN YOU HELP ME?
A: Collect the information on your recliner from the law label on the footrest of your power recliner along with any other relevant information you have. Please email all your information to Henry Vaughan at email@example.com, for follow-up and response. He can also be reached via telephone at 662-456-4286 or fax to 662-456-9958
Q: CAN MY ENTIRE RECLINER BE REPLACED?
A: No. There is no need to replace the entire recliner since the failure occurred in a single component. The solution for the overheating issue we identified is a simple switch replacement.
Q: CAN I BE REIMBURSED FOR MY RECLINER?
A: The solution for the overheating issue we identified is a simple switch replacement. Franklin will provide the replacement switch free of charge. Franklin will not reimburse for the recliner.
Q: WHY DID THIS ISSUE OCCUR?
A: A component in the switch that controls the movement of the furniture can overheat under certain circumstances.
Q: I NO LONGER OWN THE RECLINER, CAN I STILL BE COMPENSATED?
A: No. The solution for the overheating issue we identified is replacing the switch, not compensation. If you know who currently possesses the recliner, please alert them to the recall. They can call 1-866-551-2706 or go to http://franklincorp.com and click "Power Switch Recall" link.