Five days after a customer received a PRISM+ television that she purchased for S$4,599, she found that it could not be turned on.
Source: Facebook
According to her, the company said that the appliance could not be repaired due to an internal crack.
She also claimed that PRISM+ did not agree to exchange or repair the television.
On Wednesday (29 May), the customer by the name of Katherine Chen took to the ‘Complaint Singapore’ Facebook group to detail the incident.
She highlighted that PRISM+ delivered the 77-inch television to her home on 20 May. On 25 May, she realised that the television could not be powered on.
Following this, the company engaged a third-party repair worker to come down to her residence.
Upon conducting checks, the worker found an internal crack measuring 1cm on the bottom left of the television screen.
She added that the crack was “so faint” to the extent that it was only visible to the eye under a torchlight.
She added that PRISM+ later declined to exchange or repair the product.
Instead, she remarked that it only extended an offer to purchase a new TV at a 25% discount.
“We cannot afford another and we feel that we just donated this amount into their pockets for nothing,” the customer wrote.
She also questioned how a minor crack could cause the entire appliance to fail.
When MS News reached out to the customer, she said she has accepted PRISM+’s offer to purchase a new TV at a 50% discount.
She added that she felt like she had “no choice” as her 77-inch TV was just “sitting” in her house, and she was unable to do anything about it.
She just “wanted closure”, she added.
In a statement to MS News, PRISM+ said that it delivered the TV to the customer’s house on 20 May. There were no issues found when installers tested the appliance that day.
The company added that the dispute arose as the customer had opted to wall mount her TV via self-installation, “which may have caused the damage”.
“Our warranty covers manufacturing defects but not self inflicted damage,” said the spokesman, who added that the brand does provide free installation services that include wall mounting.
This is regardless whether the wall mount is from the brand or via a third party.
The brand’s customer service officer initially offered a 25% discount for a replacement TV out of goodwill, which is something it usually does if the damage caused is not covered by the warranty, he said.
After further conversations, they decided to offer a 50% discount as an extension of the goodwill. This is because they empathised with the customer, and were hoping to “reach a resolution that would be fair to her”, he added.
“We really do take our customer service very seriously and for the most part will do our best to assist our customers within our power.”
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Featured image adapted from Facebook and PRISM+.
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