I'm gonna tell you my true, own personal experience from deciding to buying to goodwill exchange to currently using Prism+ 55" TV. If you think their TVs are awesome, then is awesome because you are the lucky ones facing zero issues with the TVs. I'm the unlucky one. And my email thread can prove hor. Anyways, this post don't meant to hurt any parties but I really need to let it all out and tell the world that not all things are perfect as they seem to be. All depends on luck.
This Prism+ brand is like a hype even till this moment as I keep seeing it on Facebook Sponsored Ads or whatsoever. Everyone commented awesome TV or Monitors, blah blah blah. And this husband of mine was telling me very affordable TV which I didn't give it a damn at first because no need to change TV yet (my old TV was Samsung 40+'') but a chance came and we decided to get one since he wanted a big TV, creating a home theater to enjoy all his Netflix anime (another lame reason). But my tolerance level for big TV will be up to 55" so we got one (this is a self-paid post). There are bigger ones of course but space constraint.
 |
| MY 55" TV after the goodwill exchange |
Good Points
So I happily received our TV on a Monday. Exploring the settings. Now I can watch Youtube and Netflix directly from the TV without having Smart View (a Samsung phone function) from my mobile phone anymore (yes I'm using Samsung mobile phone). I still can do that with this TV using ScreenCast. And I can also watch Mediacorp channels too when we want. The sound system was good. Really better than my old Samsung TV. Clear and loud without having to turn up the volume damn high. Picture quality of course depends on the show itself at times but so far so good. No doubt about it. Oh ya by the way, the delivery guy said to keep the box for 7 days before throwing away, just in case any 1 to 1 exchange.
Yup... there you go. I kena.
Bad Points
But we realized one thing: the screen pixel. Or whatever the Company call it when I emailed them on this issue. Though it was a tiny black dot in the middle of the screen, can you live with it or not? What if this dot expands? I really didn't know how it came about until the 2nd day after receiving the TV. Spotted by the husband for sure because I seldom watch TV and thank god within the 7 days. No horse run.
 |
| The circled black dot that looks like a fruit fly on my 1st received 55" TV |
I'm not trying to be a difficult customer or to cheat you with such tiny black dot issue. Ask yourself, living with a tiny black dot right smack in the middle of the TV screen. You can bo? We can't. And that's how the email thread came about with my feedback/enquiry from their website as a start.
The first email from them was asking for 'a picture of the said dust on your screen'. In my feedback to them, I did not mentioned is a dust but 'a black dot on the screen which cannot be removed'. I'm like okay I sent over the picture via email as I'm prepared beforehand already.
The second email from them was saying 'Sorry but, upon checking our policy this dust on your screen is not covered on your warranty hence we can't provide an exchange for your case.' Speechless. So fine, I replied 'May I know how do I get it remove? I don't even know how it can get in so easily.' At this point, I felt stupid okay I get it! My reply to them is as if it was really a dust problem when actually is not. We couldn't do anything to remove it because is from within.
The third email came saying 'Please try to use a soft cotton cloth and see if can be removed.' I told my husband and got scolded. Then I thought it through, ya if it is merely a dust issue, I would have removed it easily myself instead of emailing them to make myself look stupid right?
After that, I wrote back an email saying the above and added that 'No one is coming to check to determine what it could be. What if it is a screen burn from within? That dot could have come from within and not just a mere dust.'
So came 4th email saying that they will send a technician down to check. Okay great. The technician came with a cloth and some chemical, thinking that it was a dust as mentioned in their service form or whatever. He then realized it wasn't a dust issue. Took a picture and send to Prism+. He did mentioned that maybe the TV knocked on something during the process of delivery or assembling. He didn't know and so do we. Then we were thinking 'PRISM+ TV SCREEN IS SO FRAGILE IS IT?' Then shortly after he left, he called to say that Prism+ side said this is a pixel problem and is not covered under the warranty so no exchange.
Before he called, I have already fly one email over to ask for a solution because it is still within the 7 days. The 5th email came and same thing, no solution to my problem. Keep saying that it is not covered in my warranty and sorry if they cannot offer an exchange for my case. In conclusion, live with the black dot!
So I got pissed off and nagged the husband over it. He got pissed off too and called directly to the Customer Support and gave them a good piece of his mind (once or twice in a span of few hours). Can't blame us for such reaction because they never gave us a solution like repair at least since they kept emphasizing that IT IS NOT COVERED UNDER WARRANTY! And then I'm not sure what he had told them and so I cluelessly answered their call later in the day. They gave us a goodwill exchange eventually. One and only time. If occurs the same problem again, no more.
You think we want all these hassle of emailing and doing exchange? You think we don't need to work and just wait at home for the delivery guy to come and exchange another? You think we got nothing better to do?
Piss off bo? Excuse Prism+. We bought 2 TVs from you at one go, thinking that your brand must be so good that many out there are raving about it, even influencers (mostly Monitors thou). Some more, support local brands. You tell me now, how to support local brands? TELL ME LAH! Whatever good points we given above were legit from our heart after few days of using (issue is on my 55" TV). The experience can be better without that black dot a.k.a pixel dotty.
But now I think our Samsung Smart TVs are better. Luckily we just did a reshuffle of the TVs (old ones into our room) and Prism+ TV in the living room instead of throwing away the old TVs.
Some might be able to live with the black dot a.k.a pixel issue on their Monitors or TVs. Some might not, like us. Depends on what kind of a person are you. We paid for it and not that this is sponsored or whatsoever. Knowing that their TV screen is so fragile to even cause a 'PIXEL' issue if with an accidental knock by God knows who, I for one WILL NOT buy their products again.
My advice is don't ever follow trend until the brands are much settled in after a few years. Meaning going through R&D many times on their products based on feedbacks for improvement. Stick with more established brands first. And their Customer Support can be better. Don't keep telling me that it is not covered under the warranty. You have to provide a solution to the end-users! A problem must be met with a solution. Not covered under warranty then what's next? How can the end-users deal with problem? You can't be asking your customers to 'Hey suck it up dude and deal with it (that black dot)!' You can't, right? Please hor... review your policies or better train the Customer Support team.
How to check for such PIXEL issue?
 |
| White Screen from Youtube |
And peeps out there, I learnt from the delivery guy on how to check the screen for such issues. Go Youtube, search White Screen, play and start checking your TV screen for such problem if any.
Lesson learnt from this episode is precious. How will we know such problems will occur when we have bought other brands of TVs before and all were working fine.
Now that the exchange is done, I shall just quietly enjoy the TV but will always remember what I encountered before this. Count myself unlucky this time. Pray hard no more next time. And guys, careful of their screen. Very fragile.
Really, thanks but no thanks.
Oh... now I got a phobia of black dots appearing on the TV. Either the TV got problem or my eyes got problem. Apparently not the latter.