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I ordered an air purifer and a filter from shopee. I tried on it for a while but within an hr. Carbon smell can be sense. I thought maybe filter was new smell will goes away after a while. 15mins gone, smell still strong. I sealed back and raised for refund. Shopee accepted and collect back next day. 8 days later I received sudden send back. I checked with Prism. Staff replied their QC team check and no fault found so my cancellation rejected. Shopee bill me back the amount. Its my first experience, item collected back but return back to me?!. I text the Prism via shopee chat. Staff said QC team said I return due to change of mind but item not seal. I said I request due to defect not change of mind. Staff simply want me to go through the troubleshooting. Said their technical team will contact me. Item left my unit for around 8days, send back said no defect. I need to accept an item that's wandering around not sure where and send back to me? Please consider before ordering from Prism.
Wrote this to Prism....
I am writing to formally raise my dissatisfaction regarding the installation, servicing, and warranty handling of the air-conditioning units I purchased from Prism.
I purchased four air-conditioning units in September 2025. During the installation of the master bedroom unit, a sponge was initially used to support the aircon due to a gap between the unit and the trunking. However, after the wiring was installed with a large trunking, the sponge was removed and the aircon was left resting directly on top of the trunking. This caused the aircon louvers to barely rotate. When I queried this, the installer assured me it was acceptable as long as the unit could open and close.
Two months later, the aircon began leaking. A Prism…
[4:46 pm, 09/01/2026] Penny Desilva: Dear Prism Customer Service Team,
I am writing to formally lodge a serious complaint regarding the installation, servicing standards, and warranty conditions of the air-conditioning units I purchased from Prism. The sequence of events described below has caused significant distress, inconvenience, and loss of confidence in your brand.
In September 2025, I purchased four air-conditioning units from Prism. During the installation of the master bedroom unit, a sponge was initially placed to support the unit due to a visible gap between the aircon and the trunking. After the wiring was completed using a large trunking, the sponge was removed and the aircon was left resting directly on top of the trunking. As a result, the aircon louvers could barely rotate. When I raised my concern, the installer assured me that this was “acceptable” as long as the unit could open and close.
This assurance proved to be incorrect. Approximately two months later, the aircon began leaking. A Prism technician was dispatched and lifted the aircon properly—something that should have been done correctly during the initial installation. This raises a fundamental question: why was the unit not installed correctly in the first place, and why was an obvious issue dismissed when first highlighted?
In December 2025, shortly before Christmas, I received a call from Prism recommending aircon servicing. I contacted your customer service hotline to seek clarification, as the units were only three months old. I was informed that servicing every three months is “optional,” but required to maintain the 8-year warranty, at a cost of $109 per session. Over eight years, this amounts to well over $3,000, which I find excessive, unreasonable, and not clearly communicated at the point of purchase.
When I questioned whether this meant the warranty would effectively be invalidated without quarterly paid servicing, the staff member responded “yes” and laughed. This response was not only dismissive but deeply unprofessional. While an annual servicing alternative was later mentioned, the damage to my trust had already been done.
Despite my reservations, I reluctantly agreed to the servicing, which was carried out before Christmas. Just three weeks later, while watching television, the living room aircon (a higher-capacity unit) emitted a loud noise, followed by ice being forcefully expelled from the unit. This created what can only be described as a hailstorm inside my living room—an alarming and unacceptable situation.
Another technician attended and stated that the previous servicing technician had likely loosened the gas pipe. This is extremely concerning. A servicing meant to “maintain” the unit instead introduced a potentially hazardous fault. This points to a serious lapse in workmanship, quality control, and technician competency.
At this stage, I am forced to question whether Prism’s servicing requirements are genuinely about product longevity, or whether customers are being compelled into frequent paid servicing to compensate for poor installation and servicing standards. I now feel that I must pay every three months not to maintain my aircon, but to prevent further issues caused by improper work.
You know how some older folks advise sticking to well-known brands? It's wise advice. This service is not reliable. I had my system installed in November 2025, and within a month, the compressor began leaking water onto the unit below. I reached out to the service team for a fix, but they claimed it was normal. My previous compressor didn't leak, nor do the four units above mine. It seems their compressors have issues. To avoid headaches and frustration, it's better to choose more reputable brands.
I want to share my disappointing experience with the customer service and delivery support from the company regarding an air conditioner and TV installation. The communication from the support team was inconsistent, with the agreed installation date and time changing repeatedly due to payment issues not being resolved beforehand. The air conditioner was installed with a hole in the pipe and failed to cool properly just four days post-installation. The finishing of the trunking and pipes was unprofessional, revealing several gaps upon inspection after requesting the installation of three units, which took six hours. They drilled a hole larger than necessary in my new home and covered it with oversized trunking, claiming this was standard procedure. The TV installation, which was supposed to involve mounting it on the wall, ended up being delivered with a stand only. They blamed the lack of information on the delivery note, despite prior confirmations through emails and calls. Delivery and installation were contingent upon payment of the delivery fee, with threats to change arrangements if payment wasn’t made upfront. This was only communicated a day before the scheduled delivery, not during the initial arrangement calls. If you're considering this company, be prepared for potential delays and disruptions to your schedule. I have decided not to continue with them, as it seems their primary concern is the money rather than the products they offer. I had previously purchased multiple items, including a monitor, TV, air conditioner, and ceiling fan, but felt neglected in terms of service and follow-up support unless I was making new purchases.
Avoid this seller! I ordered a door lock and they initially stated they couldn't install it soon. After insisting, they scheduled an installation for a Saturday between 2 PM and 6 PM. At 5 PM, I received a message stating the delivery failed due to "out of time". They then rescheduled for another weekday, but the installer arrived without the necessary equipment and left. When I requested a refund, they informed me it would take 10 days to process. This has been the worst experience! Consider other brands instead.
Consistently poor service and delivery from this company regarding air conditioning and TV installations. Communication with customer service was unreliable, and installation dates kept changing due to unprocessed payment. The air conditioning was installed incorrectly, with issues from day one. The installation for multiple units took an excessively long time, and the quality of work was subpar. I had high hopes for this brand, but they seem more focused on payments than customer satisfaction.
We waited over three weeks for a fridge we ordered. The first delivery was canceled last minute, and the second attempt revealed a defect. Instead of providing a replacement, the delivery person suggested makeshift solutions. Customer support has been unresponsive. This level of service is unprofessional, and I doubt I'll ever order from this seller again.
I purchased a fridge less than two years ago, and it stopped cooling. A technician came to check and stated that the temperature dial was the issue, but that doesn't make sense for a product designed to be adjustable. Even after adjustments, the fridge failed again. Customer service has been slow to respond, and I’m still waiting for a resolution after a week.
I bought a monitor along with accessories, and the entire experience has been very disappointing. The accessories were faulty, and the monitor developed serious issues shortly after use. Despite numerous troubleshooting attempts, the problem persists. Customer service has been unhelpful, consistently saying they are waiting on technical feedback. This experience has left me very dissatisfied.
I wanted to support this local brand but faced numerous issues with delivery arrangements. After confirming a schedule, I was informed at the last minute that plans had changed. Customer service has been unhelpful, and the last-minute requests for availability were unreasonable. I expected better service, but it seems they lack urgency in resolving delivery failures.
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