GHL Profilux Support F***ing brilliant!Have a read!

[Andy]

Hi all

I just thought I would post a thread about the great support for profilux in the event of a problem.

Sunday night- Profilux starts smelling of electrical burning and some features stop working:eek:
Same night I email steve, I get a reply in about 45 minutes ON A SUNDAY!

Call Steve Monday morning to finilase a swap out

New unit shipped out by overnight post and delivered Tuesday

Amazing support, if people have any doubts about which computer to buy always think about the aftercare support. Could you run your system hassel free without one for any extended length of time.

Thumbs up Steve and great work delivering this level of service. I am placing my order with a sponsor for even more parts and addons.

[Lost Boys]

I sencond the above post, i have had an issue that was not Steve's fault yet the customer service was second to none i also would recommened Steve 100% :thumbsup:

[newdur]

i had the same problem wednesday evening. my profilux started smoking then cut out before i could get to it :shocking:
got a new one on its way tommorow and the old one being picked up
great service :thanks:
regards
ian
Hi all

I just thought I would post a thread about the great support for profilux in the event of a problem.

Sunday night- Profilux starts smelling of electrical burning and some features stop working:eek:
Same night I email steve, I get a reply in about 45 minutes ON A SUNDAY!

Call Steve Monday morning to finilase a swap out

New unit shipped out by overnight post and delivered Tuesday

Amazing support, if people have any doubts about which computer to buy always think about the aftercare support. Could you run your system hassel free without one for any extended length of time.

Thumbs up Steve and great work delivering this level of service. I am placing my order with a sponsor for even more parts and addons.

[jobr]

I sencond the above post, i have had an issue that was not Steve's fault yet the customer service was second to none i also would recommened Steve 100% :thumbsup:


I thought you had an Aquatronica not GHl??????????

[SCOOB]

i had a plug bar i was sure was playing up, steve was doing the rounds of his retailers and insisted on coming down and replacing it out, which he did very kindly, turns out there was naff all wrong with the plug bar and it is now on his frag systems :D

to his credit he has never complained, now that's aftersales!

[newdur]

just been on the phone to him , as i cant load firm ware at the moment so i asked him if he could do it for me:cool: not a problem with that, he also asked me more q's about what was connected and what happend, he had spoken to germany and they had already got back to him trying to find out more:thumbsup:
outstanding service on par with coral culture, i dont think theres many places outside reefing with such great customer service:worship: :thanks:
regards
ian turner

[wave ace]

Two profilux that have started smoking with in 3 days dont sound good to me ;)

[Will]

Two profilux that have started smoking with in 3 days dont sound good to me ;)

always going to happn with electrical gear in the fish industry though its the humidity that gets to them imo {although the ghl has to options for probes for this i dont think its for this reason} :p

[Lost Boys]

I thought you had an Aquatronica not GHl??????????

I have i was just recommending Steve for his customer service and agree with the first posters about his speed in sorting issues. :)

[Reef bloke]

Steves service has always been spot on for me too,above and beyond infact.

[Will]

just ordered one to trial out on my system to develop the temp functions im trying to do much further. :)

[newdur]

just ordered one to trial out on my system to develop the temp functions im trying to do much further. :)
you wont regret it one of the best bits of kit around:thumbsup:
Ian

[chris-s]

Hmmm..so thats TWO profilux's going up in smoke, one plug bar failure, one firmware issue, sounds like they've got a few issues that still need resolving.

Still don't think I'll be rushing to buy one just yet, but good to hear at least you're getting decent support.

Chris

[Will]

plug bar was fine scoobs just funny :)

[SCOOB]

yeah there turned out to be nothing wrong with my plugbar, i just had it plugged into my dvd player or something :D

[stevew@reefdreams]

Thanks guys for the kind comments on our support, I just try to to deal with customers as I would like to be dealt with. The same goes for Matthias at GHL in Germany, his support to me is fantastic, so it is all the way down the line from manufacturer to end customer.

The two units in question have been swapped out and the damaged units will be winging their way to Germany on Monday for examination. I obviously can't comment on what happened here until they have been examined, but I will give you some general information passed to me by Matthias.

Unlike other controllers the GHL units have two types of ports on the back, L1/L2 and L3/L4 which are powered 1-10v ports for use on dimmable lighting units and streams, and S1/S4 and S5/S8 which are signal ports to control the analogue and digital powerbars. In order to protect the signal ports, if they were to be short circuited or have a powered light unit accidentally connected, there is a small resistor which is designed to blow to protect the main processor, this is what can smoke (by design).
It is a simple repair, as it is only a resistor and saves the main processor from damage.

There are over 2500 of these units with these circuit boards in circulation world wide, and it is unheard of for them to fail without either short circuit or light unit with voltage being applied to them. I will update this thread when the diagnostics have been carried out. For those that own a profilux and have taken the lid off, there really isn't a great deal in there to go wrong, it's belt and braces electronics to get the job done.

As for this comment:

Hmmm..so thats TWO profilux's going up in smoke, one plug bar failure, one firmware issue, sounds like they've got a few issues that still need resolving.

Still don't think I'll be rushing to buy one just yet, but good to hear at least you're getting decent support.

Chris

A classic case of commenting on something for the sake of it and not even reading the facts correctly!
One plug bar failure? As Scoob has already said, it wasn't faulty, glitchy failed or anything. But as I was there dropping off some lights, I swapped it just in case and used it on my own system where it is working perfectly.
One firmware issue? I assume you are referring to Newdur who couldn't update his firmware? Yes that is correct, because he didn't have a USB cable!!! He does now because I sent him one for free.

I hope that explains a few things.

Steve

[aladdin]

Like most companies, there is no substitute for real life testing!!:D :D

Cheers

[newdur]

Thanks guys for the kind comments on our support, I just try to to deal with customers as I would like to be dealt with. The same goes for Matthias at GHL in Germany, his support to me is fantastic, so it is all the way down the line from manufacturer to end customer.

The two units in question have been swapped out and the damaged units will be winging their way to Germany on Monday for examination. I obviously can't comment on what happened here until they have been examined, but I will give you some general information passed to me by Matthias.

Unlike other controllers the GHL units have two types of ports on the back, L1/L2 and L3/L4 which are powered 1-10v ports for use on dimmable lighting units and streams, and S1/S4 and S5/S8 which are signal ports to control the analogue and digital powerbars. In order to protect the signal ports, if they were to be short circuited or have a powered light unit accidentally connected, there is a small resistor which is designed to blow to protect the main processor, this is what can smoke (by design).
It is a simple repair, as it is only a resistor and saves the main processor from damage.

There are over 2500 of these units with these circuit boards in circulation world wide, and it is unheard of for them to fail without either short circuit or light unit with voltage being applied to them. I will update this thread when the diagnostics have been carried out. For those that own a profilux and have taken the lid off, there really isn't a great deal in there to go wrong, it's belt and braces electronics to get the job done.

As for this comment:



A classic case of commenting on something for the sake of it and not even reading the facts correctly!
One plug bar failure? As Scoob has already said, it wasn't faulty, glitchy failed or anything. But as I was there dropping off some lights, I swapped it just in case and used it on my own system where it is working perfectly.
One firmware issue? I assume you are referring to Newdur who couldn't update his firmware? Yes that is correct, because he didn't have a USB cable!!! He does now because I sent him one for free.

I hope that explains a few things.

Steve
well said that man:applause:

[Captain Cod]

One of these beauties is on my shopping list and stories of excellent service like this only reaffirm my desire to have one once my system is up and running.:thumbsup: