Business ProfileforScott Living

I'm in a similar situation to some of the people below. We have Scott Living/Greentouch fireplace PU16-HBCC. It's only a few years old but the transformer (Chinese and not available) is making a squealing noise. I've been trying to order the board for weeks. When you call Greentouch customer service you get two options....press 1 for damaged or replacement parts under warranty. That simply instructs you to send an email. Press 2 to purchase parts for any other reason. That tells you to leave a message for call back. Or, press star to be connected to an operator. So, pressing star does nothing other than restart the message. You can leave as many messages as you want but nobody ever calls you. And there's the email....when you send the first one you get an auto reply saying you'll get a response in 2 business days. But, nobody every replies. Nor did they replay to any of the follow on emails I sent. This unit is concave and has a curved fireplace unit. Can't really even find any concave units let alone one that will fit our model. I typically try and stay away from buying chinese crap, but this unit looked decent. I guess I shouldn't be surprised that it died so soon and that I can't get any parts.

Greentouch is in peak season and has been experiencing a high volume of inquiries. Scott Living reached out to Greentouch directly to help escalate the issue. Greentouch has now been in contact with the customer and will resolve the issue. 

Thanks!