Beware of Scams | FOTILE Official Statement: Fraudsters are impersonating the company to solicit personal information and payments under the guise of "product recalls."

Recently, FOTILE Hong Kong has received reports from customers stating that scammers are impersonating FOTILE official personnel. These individuals contact customers via phone or WhatsApp, falsely claiming that their purchased FOTILE products have issues requiring "recall" or "special inspection," and using this as a pretext to solicit personal information, banking details, verification codes, or even immediate payment.

Such scams not only risk financial loss but may also lead to the leakage of sensitive personal data, impacting long-term financial and privacy security. As a brand dedicated to high-end kitchen appliances that values customer trust, FOTILE must clarify: FOTILE officials will never proactively contact customers by phone or WhatsApp to request bank details, verification codes, or any form of payment.

Overview of Recent Scams: How Criminals Impersonate FOTILE

Based on customer reports and internal follow-ups, recent scam cases primarily exhibit the following characteristics:

1. Contact Method: Proactive Calls or WhatsApp Messages

• Scammers use unknown phone numbers or unfamiliar WhatsApp accounts to proactively contact customers who have previously purchased FOTILE products.
• The tone of the messages often mimics official notifications, such as: "Hello, we are FOTILE customer service. Regarding your previously purchased FOTILE product, we have identified a safety issue and need to arrange a recall/inspection."

2. Scam Pretext: Using "Product Recall," "Safety Inspection," or "Special Maintenance"

• They exploit customer concerns about kitchen appliance safety to create a sense of urgency, for example: "Failure to handle this as soon as possible may pose a safety risk."
• In some cases, they accurately state the customer's purchased product model or installation date to increase their credibility.

3. Ultimate Goal: Tricking Victims into Providing Personal Data, Banking Details, Verification Codes, or Payments

• Demanding customers provide ID card numbers, bank account details, credit card information, online banking verification codes, etc.
• Requesting customers click on suspicious links or scan unknown QR codes to enter data into fraudulent websites.
• Some cases directly demand that customers "prepay for recall fees," "deposits," or "service upgrade fees" via bank transfers, FPS, or PayMe.

FOTILE Official Statement: We Will Not Contact You This Way

FOTILE hereby solemnly declares:

• FOTILE officials will never proactively contact customers via phone or WhatsApp to request personal information, banking details, or verification codes.
• FOTILE officials will never request immediate payment or any financial transactions under the guise of "product recall" or "safety inspection."
• FOTILE officials will never ask customers to click on suspicious links, scan unknown QR codes, or enter sensitive information on non-official websites.

If you receive any suspicious phone call or message claiming to be from FOTILE and involving the above requests, please remain vigilant and verify it immediately through official channels.

How to Distinguish Truth from Fraud: 5 Practical Tips to Identify Official FOTILE Contact

1. Verify the Contact Channel against Official Sources

The only official contact methods for FOTILE Hong Kong are:

• Official Website: https://fotile.com.hk
• Official Customer Service Hotline: 3699 2900
• Official Email: info@fotile.com.hk
  

If the other party uses other phone numbers, WhatsApp accounts, email domains (other than @fotile.com.hk), or private messages on social media, these are not official channels.

2. Be Cautious if Asked for Sensitive Information

When providing pre-sales and after-sales services, FOTILE only collects basic information necessary for the task, such as name, contact phone number, installation address, and order details, for identity verification and service arrangement.

FOTILE will never ask you via phone or WhatsApp to provide:

• Bank account numbers or credit card details
• One-Time Passwords (OTP) for online banking or e-wallets
• Full ID card numbers or photocopies

3. Beware of High-Pressure Tactics like "Urgent" or "Immediate Action Required"

Scam syndicates often use tactics like "urgent," "safety risk," or "must be handled today" to create panic, causing customers to provide information or make payments without thinking.

Genuine official notifications usually:

• Provide clear written explanations (e.g., via email or official website announcements)
• Allow reasonable time for customers to verify and make arrangements
• Do not force immediate decisions or payments

4. Verify Links and Websites

If you are asked to click a link or scan a QR code:

• First, confirm if the web address is an official domain: fotile.com.hk or fotile.com
• Be wary of fake websites, such as: fotile-hk.com, fotile-service.com, f0tile.com.hk, etc.
• If unsure, manually enter the official website https://fotile.com.hk in your browser to verify, rather than clicking unverified links.

5. Proactively Call Official Customer Service to Verify

If you have any suspicion about any contact, the safest action is to:

• Hang up the call or stop replying to the message
• Call the official FOTILE customer service hotline at 3699 2900 to verify
• Confirm via official website contacts or official email

Remember: Do not use the phone number or contact information provided by the suspected scammer to verify, as this may lead back to the same syndicate.

If You Have Already Provided Data or Payment: 5 Steps to Protect Yourself

If you suspect you have been deceived and have already provided personal information, banking details, or made a payment, please take the following actions immediately:

1. Contact Your Bank or Card Issuer Immediately

• Notify your bank or credit card company about the suspicious transaction and request to temporarily freeze the account or card.
• If you have disclosed an online banking verification code, change your password immediately and enable two-factor authentication.

2. Change Passwords for Important Accounts

• Including email, online banking, e-wallets, and social media.
• Avoid using the same password across different platforms.

3. Preserve All Evidence

• Take screenshots of WhatsApp conversations, call records, suspicious links, and transfer receipts.
• Record the phone number, WhatsApp account, email address, and any "staff name" used by the perpetrator.

4. Report to the Police and Relevant Authorities

• Report to the Hong Kong Police "Anti-Deception Coordination Centre" (ADCC) via their hotline: 18222.
• If personal data leakage is involved, you may consult or report to the Office of the Privacy Commissioner for Personal Data, Hong Kong (PCPD).

5. Notify FOTILE Hong Kong

• Inform us of the situation via our official email info@fotile.com.hk or customer service hotline at 3699 2900.
• FOTILE will record the case for internal risk assessment to help prevent similar scams in the future.

Brand Trust Starts with Transparency and Protection: FOTILE's Commitment

Since entering the Hong Kong market, FOTILE has focused on high-end kitchen appliances, covering range hoods, built-in hobs, steam ovens, sink dishwashers, and more, while prioritizing pre-sales consultation, professional installation, and long-term maintenance.

Brand trust is built not only on product quality but also on the ability to protect customer interests and provide clear, transparent information during critical times. This scam incident reinforces our commitment to:

• Transparent Communication: All important notifications will be primarily released through our official website, official email, and formal written channels.
• Customer Education: Continuing to share product knowledge, usage tips, and anti-scam information through channels like the "FOTILE Life" blog.
• Safety First: Strictly adhering to the principles of lawfulness, fairness, and necessity when collecting and processing personal data, and limiting data sharing with third parties to only what is strictly necessary.
• Rapid Response: Issuing clarification statements as quickly as possible for any suspected impersonation and assisting customers in verification and follow-ups.

Frequently Asked Questions (FAQ)

Q1: Does FOTILE actually conduct product recalls?

In very rare cases, if a product truly has safety or technical issues, FOTILE may initiate a voluntary recall or special inspection program. However, all formal recall programs will:

• Be announced via the official website and notified via official email
• Provide clear written instructions and official contact channels
• Not require customers to provide bank details or make immediate payments

If you have any doubts about a "recall notice," please verify it through official channels.

Q2: Will FOTILE customer service contact customers via WhatsApp?

Currently, FOTILE Hong Kong does not proactively contact customers via WhatsApp to handle after-sales service or recall matters. If you receive a WhatsApp message claiming to be from FOTILE, please exercise caution and verify it through our official phone number or email.

Q3: How do I verify if I am on the official FOTILE website?

Please ensure the URL is: https://fotile.com.hk

Q4: Under what circumstances will FOTILE collect my personal data?

FOTILE collects necessary personal data mainly in the following situations:

• When a customer places an order for a product (name, contact phone number, delivery and installation address, etc.)
• When a customer uses after-sales services (installation, repair, maintenance) to verify identity and arrange services
• When a customer subscribes to the newsletter or participates in official events (e.g., providing an email address)

FOTILE will never request bank details, verification codes, or other sensitive information via phone or WhatsApp.

Q5: What should I do if I am not sure if I have been scammed?

The safest practice is:

• Stop providing any information or making any payments
• Call the official FOTILE customer service hotline at 3699 2900 to verify
• If necessary, consult the Police Anti-Deception Coordination Centre (18222)

Summary: Protecting Your Kitchen, Protecting Your Safety

FOTILE hopes that every customer can enjoy cooking time with their family in a safe and secure environment. Faced with increasingly complex scam methods, we encourage you to:

• Regularly review official website announcements
• Share anti-scam knowledge with your family, especially elderly members who may have less access to digital channels
• Remain suspicious and verify any contact that feels "too urgent" or "requests sensitive data"

If you have any questions about this article, or wish to learn more about FOTILE products and services, please feel free to contact us through our official channels. Let us work together to protect your kitchen and your safety.

Learn more about our Clarification Statement