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.
Claim your business profile now and gain access to all features and respond to customer reviews.
