Good product. Good installation team. Extremely frustrating customer service.
Good product. Good installation team. Extremely frustrating customer service. Overall, the installation experience was great. The installation team was very fast, efficient and professional, and everything went smoothly on the day. I’m very happy with the installation itself and, so far, the aircon is working well. However, I unfortunately had quite a few issues when dealing with the customer service team, and this really affected my overall experience. First, during the site survey, I was told that changing the plug would cost $80. Later, customer service contacted me and quoted $120 instead. When I mentioned that the surveyor had told me it was $80, the customer service representative then confirmed that $80 was indeed the correct amount. This makes me wonder will I end up paying more if I did not question the quoted price. Second, Climate Voucher collection arrangement. Customer service asked whether I was available in the morning from 9–11am or in the afternoon after 12pm. I told them that afternoon would be more convenient for me. Despite this, the person came to my place at 9am, saying that customer service had arranged a morning slot. This was quite frustrating because I had already clearly indicated my preferred timing. The biggest issue, however, was the refund process for the warranty. Due to installation limitations, I had to change my purchase from System 2 to System 1 and therefore needed to refund the original System 2 purchase. I purchased the aircon through Shopee and the warranty separately through the Prism website. For the Shopee purchase, the refund process was actually very efficient and I was told it would take around 10–14 days, which was perfectly reasonable. Unfortunately, the warranty refund was a completely different experience. I informed customer service on 14 August that I wanted to proceed with the refund. When I followed up on 28 August, I was told that they would only then request the refund. This means that, despite me informing them on 14 August, it appears that the refund had not even been processed for the following two weeks. I asked for the matter to be escalated on 28 August and was assured that I would receive the refund within 7–10 days. However, today, 11 September, I finally received an email stating that my refund is now being processed and that I will need to wait another 10 days to receive the money. So from requesting the refund on 14 August to finally having it processed in September, the whole experience has been unnecessarily long and frustrating. The lack of communication and follow-up from customer service is disappointing, especially when the installation itself was handled so efficiently. Dealing with customer service has honestly been a chore and I think potential customers should take note of before purchasing.