What is the process for reporting a fire with an ECHO® product?

Customers may reach out regarding an ECHO® product that has caught fire. These incidents are highly sensitive, so it’s important to handle them with empathy and care. The procedures outlined below must be strictly followed.

Phone Call:

• Create a ticket
• Use the canned response, "Fire", under, "Tickets"
• All questions in the canned response must be asked and completed. Any additional information provided by the customer can be recorded in the “Notes (If Any)” section. If the customer cannot answer a question, enter whatever information they are able to provide.
• Once the ticket has been completed and saved, assign the incident to Ron Jensen. Make sure the ticket remains in "Open" status.
• Once assigned, forward the incident to the following contacts.
  • Kristina Fink (Kristina_Fink@echo-usa.com)
  • Dawn Johnson (Dawn_Johnson@echo-usa.com)
  • Ron Jensen (Ron_Jensen@echo-usa.com)

Email:

• Use the canned response, "Fire", under, "Complete Emails"
• Once the response has been sent, watch your inbox for a response from the customer 
• Once the customer responds to your email, reach out to the customer ASAP.
• Use the canned response, "Fire", under, "Tickets"
• All questions in the canned response must be asked and completed. Any additional information provided by the customer can be recorded in the “Notes (If Any)” section. If the customer cannot answer a question, enter whatever information they are able to provide.
• Once the ticket has been completed and saved, assign the incident to Ron Jensen. Make sure the ticket remains in "Open" status.
• Once assigned, forward the incident to the following contacts.
  • Kristina Fink (Kristina_Fink@echo-usa.com)
  • Dawn Johnson (Dawn_Johnson@echo-usa.com)
  • Ron Jensen (Ron_Jensen@echo-usa.com)

Chat: To be updated when chat option comes in Spring 2026