Woman wants Prism+ to pay for laptop damaged by leaking air-con, COO reaches out to resolve issue
A woman claimed that her laptop was damaged by water from her leaking Prism+ air-conditioner and wanted the company to compensate her for it.
Stomper XX had ordered the Zero Smart air-con from Shopee in July 2023.
She said: "Since the beginning, it kept having the same problems like heavy water leakage and not being cold enough.
"Servicing it every three months was no use. It was under extended warrenty, but in between servicing, I kept having to call up Prism+ and let their specialist technicians come over to fix issues over and over again."
When contacted by Stomp, a Prism+ spokesperson said: "In this case, our records show that the unit was not serviced at the required three-monthly intervals under our extended warranty, and the leaks were caused by jelly-like buildup blocking the water tray rather than any manufacturing defect in the system."
The Stomper said: "Every time those specialist technicians came and told me same thing – that those servicing people always never did the right way of servicing and never cleaned properly. They just want to get the job done fast. That was why caused my air-con had lots of issue.
"Every time there was blockage, it was full of disgusting jelly.
"I have the videos and photos of how heavy leaking they had caused us and images of how they damaged my living room's wall and bedroom's wall damaged and cracked."
She added that after servicing was done on July 20, the air-con leaked again.
"My whole table and floor were flooded with water, damaging my laptop and all my paper documents," said the Stomper.
"I asked the specialist to come on Sept 27 again. In November, after not even two months, the water problems came back again."
Another bugbear was the app.
The Stomper said: "The air-con controller on the mobile app kept showing 'something went wrong' a lot of times, which totally makes people pissed off."
The Prism+ spokesperson told Stomp: "We also note the customer's feedback on the Prism+ mobile app and continue to release updates to improve stability and user experience."
But the Stomper had enough.
She said: "I ask them to compensate me for my laptop and also refund me for the air-con because I wanted to stop wasting time and money on servicing.
"But they refused to refund and compensate me."
In response to a Stomp query, the Prism+ spokesperson said "Our air-conditioning systems are designed, installed and maintained in line with industry standards.
"We would like to take this opportunity to remind customers that, as with all air-conditioning systems operating in Singapore's hot and humid climate, regular servicing every three months is recommended to prevent blockages and to maintain consistent cooling performance over time.
"Although the incidents fell outside our warranty terms, our Chief Operating Officer has personally reached out to the customer and the issue has since been amicably resolved.
"We are proud to say that customer experience remains our top priority, and will go the extra mile whenever possible."
The customer told Stomp: "Thanks a lot for your help in resolving the issue."
