⭐☆☆☆☆
⭐☆☆☆☆ Thank you, PRISM, for delivering such a memorable customer experience. Your team installed our aircon compressor unit so high outside our bedroom that we can no longer fully open our casement window — an impressive display of planning. In April, Charles assured us he would coordinate with our window contractor for removal and reinstallation. Since then: complete silence. The smart door lock experience was equally remarkable. I was locked inside my own home because the installer neglected to mention that the gateway/hub also needed to be connected after casually saying, “Just connect it to Wi-Fi.” Our doorbell also rings by itself when no one is outside, and the app lags badly when unlocking remotely. Customer service deserves special recognition. We were promised a callback at 1700hrs and received it at 2200hrs instead. PRISM also scheduled a lock installation without informing us, leaving their contractor annoyed when no one was home. Following up felt like being passed through the entire call centre just to locate the previous agent handling our case. We are not particularly IT-savvy, but even we could tell the installation and support were poorly handled. PRISM’s after-sales service is atrocious, and we deeply regret not returning to our previous aircon and smart door providers. If inconvenience, poor communication, and endless follow-ups are what you’re after, PRISM delivers excellently.