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TSG - Pinguino Plus Arctic Whisper - PACEL390HLWKC-3ALBK

Internal knowledge baseHome Comfort & KitchenAir conditioning

Pinguino Plus Arctic Whisper

Model: PACEL390HLWKC-3ALBK

Damaged/broken parts

The agent needs to find out how it happened. 

We have to determine if the warranty could be applied, If not the repair/replacement has to be out of pocket.

Doesn't cool

  • Check that the units temperature setting is lower than the room temperature

  • Check that the fan is blowing air from the back of the unit. ( exhaust hose opening )

  • Check that you hear the compressor kick on after start-up

  • Check filters are clean and the unit has no error messages

  • Check if the compressor is working

    • Ask the customer to feel if the air coming from the back is hotter than the air from the front/top of the unit. 

    • The front/air should be cold and the one at the back should be hot. 

    • If the compressor is not working or there is any leaking you will notice the two temperatures are the same temperature as room temperature, the compressor is not working or is missing gas.

Missing Accessory

The agent needs to find out how it happened. 

We have to determine if the warranty could be applied, If not the repair/replacement has to be out of pocket.

Leaking water/oil/gas/steam

  • Where is it leaking from?


    Bottom

    • The unit has a drain hose with a stopper. You should drain the unit after a season. If you don’t put the stopper, the base may crack.

    If the machine base is cracked follow “Damaged/broken parts”.


    Front grill  

    • The air was very cold - condensation. 


    Leaking gas?

    Refrigeration gas: it could be noticed by creating smells.


Display error message/lights/acoustic signal

LT “Low Temperature”  (frost prevention)

This is normal, the unit started the defrost prevention, and the unit will automatically return to operation after the error disappears.

PF "Probe Failure" (Probe damaged)


Internal failure. No troubleshooting can be done. Requires a Service Center.


HL “High Level”  (Internal tray full)


The internal drip tray is full. You need to drain the unit.

If the unit is brand new, or there is no water to drain and you still have the light on, the customer will need to slightly balance the unit side to side until they unlock the sensor.

It stops

  • Always check to make sure the unit's display is not showing the empty tank symbol.

    •  If the empty tank symbol is showing, drain the unit.

  • Check the settings and make sure the room temp is warmer than what the unit is set at.

  • Check that the exhaust hose is connected to the unit properly and make sure there are no kinks or bends in the hose.

  • Check that the filters are clean and free of dust and debris.

Noisy/ Vibration

Did you hear this sound before?’

  • If yes:  It could be the compressor, this sound is normal.

  • If No: It could be a broken fan, this has to be visible. The unit needs to be repaired or replaced, depending on the situation.

Does not switch on

  1. Check to make sure that the unit did not blow a fuse

  2. Check that the LCDI plug is reset

  3. The unit will shut down when the tank is filled to avoid overflowing. The unit will need to be drained before restarting.

Connectivity issues

  • Reset the wifi and try to connect it again.

  • Check if the internet connection is fast enough

  • Check if the wifi signal reaches the machine.

  • If there is a problem with the app, try to ease the app and install it again.

FAQ's

  1. How long is the warranty on my Pinguino Air Conditioning unit?

  • Some units have a one-year full warranty with an additional four years on the sealed system

  • Some units have a two-year warranty with an additional four years on the sealed system

  •  For BOTH, the additional coverage is:

    • * 4-year coverage is on any part of the sealed system which includes the compressor,  condenser, and evaporator. This covers PART ONLY, not the labor or the shipping.

  1. Can the hose be extended on the Air Conditioner units?

  • The answer is NO - Our units have been designed to work with a maximum 3ft hose length which is supplied.  Extending the hose length will affect the performance and the safety of the unit.

  1. Why does my air conditioner fill up with water so frequently?

  • The unit is designed to collect moisture from the air in the room. If the room has a high humidity level, the unit will work harder to cool the air thus collecting more water. Once the air in that room has been cooled, the unit will collect less water.

  • The unit will shut down when the tank is filled to avoid overflowing. The unit will need to be drained before restarting.

  1. What are the Air Conditioners' decibel levels?

  • This varies by model but should be between 52-55. 

  • The AC with Whisper Cool feature will go down to 50

  1. How to vent the Air Conditioners

Our units are designed to vent through a window or a wall.

  •  For wall installation: 

    • The units must be vented on an exterior wall and the air must be driven out of the home. You can not vent out of an internal wall.

    • The hot air coming from the unit contains moisture which will produce mold if vented internally.

    • A hole must be cut into the wall leading to the outside similar to a dryer venting system.


  • For window installation: 

  • The bracket sits on the window sill and the hose and nozzle are connected to the bracket and the back of the unit. All the hot moist air is expelled from the unit out through the hose.


  1. Does my AC come with a drain hose so I can set it up to drain automatically?

  • The answer to this question is NO, the unit is not designed to drain automatically. It will only operate at its optimal performance when used within the guidelines of how it was designed.

  •  We should NEVER recommend they use a drain hose as it may cause leakage resulting in a claim situation if flooring becomes damaged.

  • It is up to the consumer if they choose to try this on their own.