A woman recently shared her frustrating experience with a Prism TV she purchased for $4,599. The TV reportedly stopped working only five days after delivery, and Prism allegedly refused to exchange or repair it due to a small internal crack. This response has left many questioning the brand’s quality and after-sales service.
Here is what the woman said:
“On the 20th of May, Monday, prism delivered our new 77 inch television to our home. On the 25th, Saturday, the television could not be powered on.
The repairer from prism 3rd party came and discovered a small 1 cm (we measured) internal ‘crack’ on the left most bottom of the screen, so faint internally that only a torch light can see. Though it is true we mounted the tv ourselves , there was no issues and no bumping and the tv worked fine after that. It could not be powered on on Friday night for the soccer match.
They insisted that the tv is totally beyond repair due to that minuscule scratch/crack. They refused to exchange it, nor to repair it and the only offer was to purchase a new tv at 25% off. This tv cost us a bomb $4599. We cannot afford another and we feel that we just donated this amount into their pockets for nothing.
The product did not match the durability and quality of our expectation. How can a 1cm internal crack/scratch cause the whole tv to fail? I will try write to CASE, but anyone got similar experience and got exchange/repair? what else to do?“
The customer reported that Prism’s third-party repairer discovered a 1 cm internal crack, which was allegedly undetectable without a flashlight. Despite mounting the TV themselves without any issues, the customer claimed that the TV failed to power on for a soccer match. Prism’s repairer insisted that the TV was beyond repair due to the minor crack, offering only a 25% discount on a new TV instead.
Many commenters expressed their skepticism about Prism’s product quality and after-sales service, with some sharing similar experiences. Some users warned against purchasing from brands that heavily rely on influencers for marketing, suggesting that these brands may prioritize profit over product quality.
Others advised the customer to seek help from the Consumer Association of Singapore (CASE), but some expressed doubts about the likelihood of a successful outcome. Some commenters also suggested that the customer should have requested that Prism mount the TV to avoid potential disputes over damage.
This incident has raised concerns about Prism’s product quality and customer service, with some users advising potential customers to exercise caution before purchasing from the brand. Some commenters also suggested that consumers should do their research before making expensive purchases, particularly from lesser-known brands.