NEW Product: GHL Doser 3!

[BeanAnimal]

On top of that my existing Dosers and Expansion Box2 will not take firmware updates. Tried from two different PCs. So down the firmware rabbit hole i go...

Maybe USB chipset or driver issue. Resolved in Dell laptop with firmware update.

Hello,

Don't try to update your KHD or IOND from version 1.00 to 1.01, it's useless.
Version 1.01 is only the software support for the industrial hardware version of the KHD and IOND.
When an update is required, this is indicated in the GHL Control Center release notes.

Gaël

Would be nice if there were actual linear release notes and change logs for each firmware version both Profilux and all PAB devices.

Thank you for the update!

Any idea when my dosers will ship? I don't see any notifications other then "processing" in the order history on the store.

 

[akma]

UPS tracking shown mine will be here next week.

Hi,
Is there any update when the doser will be shipped?
Thank you.

Sales GHL USA​	Mon, Aug 4, 3:21 PM (11 days ago)
to me

Hello,

After many delays, we are scheduled to finally receive our shipment in the next day or so. We will process the and ship as soon as possible. Thanks!



As of today still waiting. Hopefully get it soon.

 

[BeanAnimal]

I don’t get any emails like that. So odd. My order has been processing since it was placed.

 

[coweyes298]

Still missing doser 3 upgrade kit from my latest shipment last week.

 

[BeanAnimal]

@Gaël


1 - opened a ticket 3 weeks ago for status update. It has not been answered.
2 - Logging into GHL - "My account" now shows NO ORDERS. My current order is missing (doser 3s) and my order history is gone.

 

[Gaël]

@Gaël


1 - opened a ticket 3 weeks ago for status update. It has not been answered.
2 - Logging into GHL - "My account" now shows NO ORDERS. My current order is missing (doser 3s) and my order history is gone.

Hello,

I have just notified GHL USA that you are awaiting a response.

Gaël

 

[BeanAnimal]

Hello,

I have just notified GHL USA that you are awaiting a response.

Gaël

Thank you @Gaël
Is this a known issue with the orders portion of the portal?

 

[BeanAnimal]

Hello,

I have just notified GHL USA that you are awaiting a response.

Gaël

Thank you @Gaël
Is this a known issue with the orders portion of the portal?

@Gaël
That post was made on Friday at 4:00 PM EST.
I didn't expect to hear anything Friday or over the weekend, though it would have been a nice gesture.

I placed my order on 06.03.2025
I opened a ticket requesting an update on 08.21.2025
It is now 09.17.2025

I understand that supply chain and unforeseen QC issues can create bottlenecks. What creates frustration is the absence of timely communication. Updates may not get products in our hands any faster, but they would show respect for customers who have invested in GHL.

Is it unreasonable to expect an estimated delivery date, along with timely updates when schedules slip? If I am to understand that a new GHL USA representative is in place, it would help to see them active here on the largest reef forum in North America.

I truly appreciate the product quality and the direct and personal assistance that both Matthias and you have provided in the past, it is part of the reason that I am still a customer. At the same time, the lack of consistent communication creates the impression that customers are being ignored. If there is a new USA rep, can you get them in here and interacting with customers?

 

[Gaël]

@Gaël
That post was made on Friday at 4:00 PM EST.
I didn't expect to hear anything Friday or over the weekend, though it would have been a nice gesture.

I placed my order on 06.03.2025
I opened a ticket requesting an update on 08.21.2025
It is now 09.17.2025

I understand that supply chain and unforeseen QC issues can create bottlenecks. What creates frustration is the absence of timely communication. Updates may not get products in our hands any faster, but they would show respect for customers who have invested in GHL.

Is it unreasonable to expect an estimated delivery date, along with timely updates when schedules slip? If I am to understand that a new GHL USA representative is in place, it would help to see them active here on the largest reef forum in North America.

I truly appreciate the product quality and the direct and personal assistance that both Matthias and you have provided in the past, it is part of the reason that I am still a customer. At the same time, the lack of consistent communication creates the impression that customers are being ignored. If there is a new USA rep, can you get them in here and interacting with customers?

Hello,

I never said there was a new GHL representative, Vinny wasn't the only one at GHL USA.
The best is to add a message on the ticket, I can not forward messages from this forum.

Gaël

 

[BeanAnimal]

Hello,

I never said there was a new GHL representative, Vinny wasn't the only one at GHL USA.
The best is to add a message on the ticket, I can not forward messages from this forum.

Gaël

@Gaël,

My point was not about who holds which role, but rather that you indicated somebody from GHL USA would be in touch and they haven't and that is only an issue because my ticket was ignored. Your response is for me to go ask again in the unanswered ticket?

@Matthias Gross, @Gaël -If you honestly believe that this is what passes as reasonable customer interaction, then perhaps the “best” is to move on from GHL.

 

[Gaël]

@Gaël,

My point was not about who holds which role, but rather that you indicated somebody from GHL USA would be in touch and they haven't and that is only an issue because my ticket was ignored. Your response is for me to go ask again in the unanswered ticket?

@Matthias Gross, @Gaël -If you honestly believe that this is what passes as reasonable customer interaction, then perhaps the “best” is to move on from GHL.

Yes, because when you add a reply, the person assigned to the ticket automatically receives a notification email.
I added a reminder to the ticket.
(And no, I don't think your request was handled ideally, sorry about that.)

Gaël

 

[Matthias Gross Verified Sponsor]

I fully understand that our Doser 3 and D3 Upgrade Kit customers are eager to finally receive their orders.

On September 4th I personally contacted every US customer with an open order – including [email protected]
– to explain the current delay, the reasons behind it, and to confirm that the remaining units will ship from Germany within the following 2 weeks.

This update is still valid: production is running at full capacity and the US pallet is scheduled to leave our German facility this Friday.

If you have any further concerns, please feel free to contact me directly. All affected customers already have my personal email address, so there is no need to worry about ticket systems or response delays.

 

[Matthias Gross Verified Sponsor]

and I just got these photos from headquarters, taken this morning during the pump assembly and testing

 

[BeanAnimal]

Thank you for the responses @Gaël and @Matthias Gross

As I said, things like this don't get products in our hands any faster, but updates like this go a long way to making us feel better and distracting from the wait.

 

[Matthias Gross Verified Sponsor]

Doser 3 production under full steam, they just sent me a few more photos from the production line

 

[spsick]

@Matthias Gross is there a recommended lubrication interval for these new doser heads? The manual doesn’t specify. I realize this depends on pumps speed and volume but anything would be better than no info.

And do these use the same tubing as the Doser 2.1/2.2?

 

[Matthias Gross Verified Sponsor]

only when you clean or replace parts
maybe after long time of usage when you experience louder, rough running
I never re-lubricated my test sample in the last year, but I am lazy ...

tube material same (Novoprene/Santoprene), different length

 

[spsick]

only when you clean or replace parts
maybe after long time of usage when you experience louder, rough running
I never re-lubricated my test sample in the last year, but I am lazy ...

tube material same (Novoprene/Santoprene), different length

Thanks Matthias!

Has the tubing changed a bit to a more white one vs the tan colored one we are used to?

 

[Matthias Gross Verified Sponsor]

Hi everyone,


Good news for our US customers – we finally have an update!


Our shipment was released from customs yesterday.
At the moment, the shipping and customs process is taking longer than usual, but the goods are now on the way to our Wilmington warehouse. We expect the delivery any day, and as soon as it arrives, we will immediately start sending out orders.

This shipment not only includes the long-awaited Doser 3, but also many other items that had been delayed.

I sincerely apologize for the waiting time and any inconvenience caused. Please know that we’re doing everything we can to get your orders shipped as quickly as possible.


Thank you for your patience and continued support!

Matthias

 

[BeanAnimal]

Thank you for the update.