GHL Problems vs No problems

[AZMSGT]

I’m doing an informal poll on controllers.

It’s cut and dry questions.

Please only answer this poll if you own or owned GHL controllers and or their products.

 

[willieboy240]

The problem with GHL is the program is written by a geeky programmer. So if your not tech savvy, your gonna struggle. But once you get it running. It’s awesome.
I would like to see more idiot proof like a iPhone.

 

[esther]

Pretty sure you know how I feel. :)

 

[willieboy240]

Go to YouTube and watch all the GHL videos. I had to watch it a few times. There’s one where he’s like. Just cuz you downloaded the new software doesn’t mean the drivers are turned on. I was like what the heck ? I was checking my driver connections for hours. I was so upset. But they are not connected in the software.

 

[dbl]

Although I don't use their controller, I've been using their dosers (older style main and slave) for years. Rock solid and I love them.

 

[HuneyBear]

Getting started is a struggle. There are no little assistants/ pop up helpers. But you figure out what stuff does. But once you get it set up it just works. I don’t have that paranoia that things are going to go crazy if I don’t check on it multiple times a day. Only thing I had go wrong was my fault. I reset my router and forgot I hadn’t setup the static IP. Hell, I go days without even opening the app because I get updates through texts throughout the day.

 

[robbyg]

Getting started is a struggle. There are no little assistants/ pop up helpers. But you figure out what stuff does. But once you get it set up it just works. I don’t have that paranoia that things are going to go crazy if I don’t check on it multiple times a day. Only thing I had go wrong was my fault. I reset my router and forgot I hadn’t setup the static IP. Hell, I go days without even opening the app because I get updates through texts throughout the day.

That’s the most important aspect of any controller.
If the unit is not 100% reliable at what it’s tasked to do during its expected life span it then just becomes an eventual unexpected failure point in your system.
Ease of setup is really secondary to reliability by a wide margin.

 

[Lasse]

This is an equipment for automation. Not automation what ever - we have living things in our systems. Reliability, reliability and reliability is the mantra we must repeat. I start with the Profilux 2 many years ago, I have use their products in both large scale operations and in my own aquarium. I have never ever need to question the reliability of GHL products (however - I admit that the Power Bar 5.1 was maybe not the best they have done :p) Their support has grown from a rather low level to a very high level today. They get larger and the old system (that´s work well back in the days) where users help users is not the optimal way to handle support today (but the fastest).

Of cause I have got products with fault and products that have been broken but there has never been any problems to fix it. I have used their products in ways that they were not intended for and have always been impressed with the versatility and ability to work around. I'm also impressed with their way of always trying to get backwards compatibility. When I get problems - the manuals and programming guides have been helpful. I´m in that age when you realize that it is not a sign of bad skills to use a manual now and then before you through out the equipment :D But solve the problem without a manual is still more fun :D

I agree fully with @robbyg

However - for most people - the setup of a simple system with temperature controller, pH measurements and management of electrical products are already quite simple. And not very expensive if you only want essential functions.

Sincerely Lasse

 

[AZMSGT]

I use GHL. I have used the support system they have in place.
1. New Breeze fan, mounts needed to be reversed to fit on my tank. When I unscrewed the mount part to reverse it I found the plastic cracked badly from over torquing at the factory. I approached them with pictures. They offered a replacement.

GHL responce:
It seems crack (if present) this is not relevant since
- no other customer ever complained
- the tested fans all keep their position/angle
Question: Is this only an asthetic problem (which disappears once you assembled the fan again) or can't the screw not be tightened anymore after you disassembled the fan?

Their response, “no other customer ever complained“ Love that..

2. KH Director, couldn’t get accurate readings. Used ticket system 30 days of going back and forth I finally found out the best way to place my sample line. During this time, I had to order a reference solution to ensure my unit was still functioning accurate. The reference Solution should be a part of the kit. Over all, this one fell on me to find the fix.

3. Powerbar had the PAB part loose inside the unit. This port is needed to connect one item to the next. I found it faster to open the unit myself and secure it, rather than send it back and wait for a replacement.

4. Maxi doser pump heads would get stuck if not used. They sent a replacement head. But another solution is to run the heads at slow speeds for a while to break in the tubing. Once it’s broke in it can speed up.

5. New Maxi Doser, tubing split after a couple days of initial use. Water flowed down from one unit to the next. Fortunately the lower unit didn’t get damaged. GHL tried to blame sand, snail, head not installed right. They said I could send everything back. I tried several times to contact the USA office and representative. Left messages and Emails. Basically, they ghosted me. I ended up sourcing a replacement tube and was able to fix my problem With the split tube. I debured some head parts and replaced the tube.

GHL has support problems, since you have to put in a support ticket it can take several days to get resolution on problems. US customers must deal with the german side of the company and due to time zone differences it can drag out to frustrating levels. The US rep has a bad habit of not answering emails or calling back. There have been several reports of people getting ghosted. If GHL wants to be more successful in the USA I truly think that the support systems need improvement.

GHL is fortunate that they have a dedicated user on the forums here. He single handedly has done more for them than anyone. That’s @Ditto

 

[greg 45]

Still using dosers / gave up on the kh director to much inconsistency
Sitting on the shelf collecting dust
Went back to my old ways much more consistent and cheaper in the long run

 

[Ditto]

First thanks for the kind words!!

I try, I know people are buying GHL and have questions and try to answer as many as I can. I have a slew of new video scripts written and hope to begin new production videos this week to help answer some of the questions on how to do X or Y. I try to do video's that will answer the basics to the most advanced and sorry that more have not come out sooner but GHL has kept me busy on a few other things :) More are coming promise!!

People always ask me would you have switched if you know what I know today the answer is no I am still 100% satisfied with the product and would purchase it again hands down. I am not going to say it was easy getting there, it took some time, but it more was from me understanding how the product works. We all have to remember when I started my thread it was way before the slew of video and how to videos existed :)

As for the switch out, and I have been a user for a while, it did take me a while learning the new language and how it differs from the controller I switched from. It was a curve to unlearn how one manufacture does the programming compared to another, and even thou I did not have all the step by step videos or wizards, with trial and error I did get it figured out. Do I have everything I have today the answer is no. But has it hurt me in any way the answer is also no, I just had to do it another way. For example, I could not monitor Amp on an outlet of my return pump so if it failed I would I know to turn things off? I just used my High sump level sensor to accomplish the task, so even thou it was not done the same exact way in one controller I did find ways to solve the situation.

I am not going to say I never had issues either. I did have a KH fail, shipped it back and they repaired it. A few probes wore out, a Maxi head failed like the above, I have had my KH probe leak the first test because I never tighten them enough. All of these been learning moments for me, but one thing that has never happened since having the controller is a controller failure. The controller has never locked up, frozen or stopped working it just goes along.

I know some of us are frustrated on the releases, and wish they could do more with X or Y. Or why have they not released this or that. I am not going to provided excuses but will say this last firmware release did take time for them to do. It was a core redesign of how the unit is going to work for the future which required extensive testing and firmware redesign. Before it was even released download over 90 days of testing happened in-house and with testers. One thing I will say about the testing is they will do anything to get it to work right and were working what seem day and night to resolve issues for the testers before releasing it to the public. I got to witness how dedicated the development team is on resolving and fixing issues and they do acknowledge what the users are feeling and want. I do believe this has delayed certain features we been promised or been told are coming and truly believe once we get over the ION and firmware release, we will see those features being implemented.

Over the course of the 3 years of the switch out, time goes by fast I have learned that the controller is supposed to make it easier. I am not tied to my dashboard looking at it is tweaking it but allowing the controller to monitor and control the aspects of my tank to make it easier. There have been times I have not looked at GHL app for days, getting tank health check emails every 4 hours. We should not have to worry about the controller, or the devices connected and for GHL it is that. It took a bit of effort to get there but once there is been very easy.

Many have PM me and asked are you GHL employee or paid by them? The answer is no :) I am just a user like all of you!!

 

[chefjpaul]

Frustrating? Yes sometimes... But the equipment is rock solid and stable.
Learning the "language" was the frustrating part, for me, but once one can get a semi- comprehension, it make total sense.

I feel the customer support is okay. Great at times, lacking in others, but as the user data base grows, the plethora of information shared, the less one on one customer support is needed.

Like others have stated, rarely need to check on the equipment itself, but do for obvious reasoning as general maintenance, it is mechanical and needs checking.
software is approachable from anywhere with many options and again, stable. .....Stable - that is my key component.

 

[9975]

I know this is an older thread but I want to chip in. GHL has been nonexistent for me so far. I have a brand new unit that doesn't work but they must be too busy working on delaying the ION some more to even response to their own ticket system

 

[Ditto]

@9975 when did you put the ticket into support? @Vinny@GHLUSA taggjng him also so he can help with your ticket.

 

[YankeeTankee]

Ease of setup is really secondary to reliability by a wide margin.

This x 10^999999999999999999