No response and items undelivered after 3 months.
Nearly three months after PRISM+ installed my smart locks on 22 July 2026, the remote control and Wi-Fi Gateway I paid for remain undelivered. PRISM+ confirmed in writing that both were back in stock on 6 September, yet there is still no confirmed delivery date. I continue to experience difficulty operating the gate lock and cannot use the intended remote-access functionality. The installer also told me that I had to purchase a PRISM+ door closer, costing more than $100, in order to maintain the warranty. This requirement was not disclosed at the point of sale. When I emailed PRISM+, I was told that I only needed an automatic door closer that worked, regardless of the brand. This contradicts what the installer told me and has caused further confusion and concern about the warranty terms. Their proposed “service recovery” was a 10% voucher requiring another purchase. My formal email of 8 October, requesting a response by 10 October, went unanswered. Accepting payment, leaving an order incomplete for months, imposing warranty conditions that were not disclosed at the point of sale, and failing to respond to formal complaints is unacceptable. As a returning customer, I have lost confidence in PRISM+’s after-sales support and cannot recommend their smart locks.