Customer Service

It is our aim for you to be totally satisfied with your EcoSmart™ Fire product. If you need service or assistance, we suggest you follow these steps.

After Sales Service for your EcoSmart™ Fire

The Fire Company Pty Ltd offers an international network of authorised service agents. The use of other than approved EcoSmart™ Fire parts and accessories may damage or reduce the performance of your EcoSmart™ Fire and may also endanger the user. The Terms and Conditions of Warranty may also be affected. A full list of contacts can be found on www.ecosmartfire.com

Please note

Charges will apply for services performed outside the Warranty period. If you are asked to send your EcoSmart™ Fire into a service centre please ensure that it is securely packed in materials equivalent to how you received your EcoSmart™ Fire to avoid possible damage that will not be covered by The Fire Company Pty Ltd. Freight must be pre-paid. Include a covering letter outlining the defect and your contact details.

1. Before calling for assistance

Check the things you can do yourself. Refer to the Installation, Operating and Maintenance Manual supplied with your EcoSmart™ Fire to ensure that it is correctly installed and that you are familiar with its normal operation.

2. If You Need Service*

The Fire Company Pty Ltd has a network of independent EcoSmart™ Fire Authorised Customer Service Centres whose fully trained technicians can carry out any service necessary on your appliance.

Contact the dealer from whom your purchased the appliance, who can advise you where to obtain service.

3. If you need assistance or have a problem*

If you need assistance or have a problem please contact your local retailer or distributor, or visit www.ecosmartfire.com for Head Office details.

Talk to one of our Customer Service Representatives. They can instruct you in how to obtain satisfactory operation from your appliance or, if necessary, recommend an Authorised Customer Service Centre in your area.