Hi,
Posted this thread on another forum site yesterday and it was closed very quickly for some reason so decided to post again
It seems GHL have a lot of control and sponsorship on forums and have the power to get things shutdown and removed if they don't like what they see.
I was just wondering has anybody ever got anything replaced, refunded or repaired under the GHL Profilux warranty.
I am not using this as some sort of way to blackmail GHL into a free repair.
I am willing to write off my profilux 3.1N which is only a few months old then pay them another cent just so I can bring it to people's attention how they treat their customers and their opinion if customers.
This is GHL PROFILUX warranty rule
"Our warranty expires if if the delivered original product is damaged or modified"
So basically what this is saying is if you buy an expensive expansion card and put it in your brand new profilux 3 unit and you believe you have done it correctly and you have no problems you have just void your warranty as you have modified from the original state you received it.
If you fit it incorrectly which profilux will always say you have done, you will also void your warranty!
GHL says that all warranties are supposed to be fulfilled through your retailer and it's nothing to do with GHL yet policy is that your retailer sends your complaint to GHL and they seem to always void a warranty and blame the customer.
Their customer is always wrong or dishonest!
There is a reason I bring this up and this is why I was unhappy the thread was closed as this is a very important issue for people buying expensive expansion cards and fitting themselves.
Here's my own personal experience.
I recently ran into problems with a profilux 3.1N unit.
There's was a bunch of guys doing a job in the area I live and whatever they did they tripped out the power in the street.When the power eventually returned my profilux would not fully power up.
When I contacted profilux about the issue I made this event clear to them in case it may have been an issue, which it should not have been.
I got all these responses about power surges and so on, but as the policy seems to show, anything to void your warranty!
Now people have said already that they think the guys doing the job should be liable but come on, an expensive piece of electronics should be able to deal with the power tripping in your house, it happens regularly all over the world..nothing else was damaged in the house.
I sent the unit to my nearest retailer and they could not get it working either.
They said because it's under warranty they would send it to Germany to get it looked at.
They did and I've had nothing but grief since from GHL Profilux.
They will not honour my warranty and said it was caused by everything from an expansion card being inserted incorrectly (unit was working perfect until power went off) to expansion card being too old based on date of manufacture ( never realised they had an expiry date).
Are old profilux expansion cards compatible with the newer technology of profilux 3, this is what I believe is my issue, they said this card was old, as it was, I took it from my old profilux 2 unit.
It was the only card damaged but whatever happened it managed to fry my whole unit.
They quoted me an extortionate price for a repair and said the warranty is void and the whole main board needs to be replaced.
Of course I was furious, I had just payed out a lot of money for the controller and now they wanted hundreds more. I told them I was going to bring it through the claims courts to which negotiations begun and I received an email to say maybe a power surge or thunderstorm could have caused the damage (thought protection was built in).
I thought we had reached an agreement and was awaiting a negotiated price for repair that we would be both happy with.
I still say it should be repaired for free as it's under warranty but had to agree something as I was being held to ransom as they had my unit and my tank was beginning to suffer.
I was asked to send my postal address so they could work out a price for repairing and returning direct to me rather than go through the retailer I originally sent it through, in their words "cut out the middle man"
I sent my address via email 5 times and got no response.
I then received an email saying because you did not respond with your address we have sent your unit back to the retailer.
The retailer has been copied on all emails and he can't understand whats going on either.
That was over 4 months ago.
I have not received a price!
I have not received a repair!
I have had no response to over 50 emails sent.
I have not had my profilux 3.1N returned! (Retailer still has it and is trying to get a response from Mathias).
I have lost lots of my livestock as I had become over reliant on my controller. My tank was always run on a profilux 2 controller which was replaced by the Profilux 3.1N.
I was just wondering if anyone else has had any similar experience with their appalling level of customer service and what you would advise.
I have had problems before with profilux and had the same response from them regarding problems with temperature probes failing etc.
I should have learned my lesson then but foolishly purchased their newest toy.
I am seriously out of pocket on this because it seems GHL Profilux do not honour warranties and do not care about customer satisfaction.
Their policy seems to be that if you have a problem refer to the profilux forum, if you have a warranty issue, they don't cover it.
So what they are basically saying is that once you buy and fit an expansion card you no longer have a valid warranty.
There policy says that
Our warranty expires if the delivered original product is damaged or modified "
Hopefully this will not be closed as quick as the last thread
Posted this thread on another forum site yesterday and it was closed very quickly for some reason so decided to post again
It seems GHL have a lot of control and sponsorship on forums and have the power to get things shutdown and removed if they don't like what they see.
I was just wondering has anybody ever got anything replaced, refunded or repaired under the GHL Profilux warranty.
I am not using this as some sort of way to blackmail GHL into a free repair.
I am willing to write off my profilux 3.1N which is only a few months old then pay them another cent just so I can bring it to people's attention how they treat their customers and their opinion if customers.
This is GHL PROFILUX warranty rule
"Our warranty expires if if the delivered original product is damaged or modified"
So basically what this is saying is if you buy an expensive expansion card and put it in your brand new profilux 3 unit and you believe you have done it correctly and you have no problems you have just void your warranty as you have modified from the original state you received it.
If you fit it incorrectly which profilux will always say you have done, you will also void your warranty!
GHL says that all warranties are supposed to be fulfilled through your retailer and it's nothing to do with GHL yet policy is that your retailer sends your complaint to GHL and they seem to always void a warranty and blame the customer.
Their customer is always wrong or dishonest!
There is a reason I bring this up and this is why I was unhappy the thread was closed as this is a very important issue for people buying expensive expansion cards and fitting themselves.
Here's my own personal experience.
I recently ran into problems with a profilux 3.1N unit.
There's was a bunch of guys doing a job in the area I live and whatever they did they tripped out the power in the street.When the power eventually returned my profilux would not fully power up.
When I contacted profilux about the issue I made this event clear to them in case it may have been an issue, which it should not have been.
I got all these responses about power surges and so on, but as the policy seems to show, anything to void your warranty!
Now people have said already that they think the guys doing the job should be liable but come on, an expensive piece of electronics should be able to deal with the power tripping in your house, it happens regularly all over the world..nothing else was damaged in the house.
I sent the unit to my nearest retailer and they could not get it working either.
They said because it's under warranty they would send it to Germany to get it looked at.
They did and I've had nothing but grief since from GHL Profilux.
They will not honour my warranty and said it was caused by everything from an expansion card being inserted incorrectly (unit was working perfect until power went off) to expansion card being too old based on date of manufacture ( never realised they had an expiry date).
Are old profilux expansion cards compatible with the newer technology of profilux 3, this is what I believe is my issue, they said this card was old, as it was, I took it from my old profilux 2 unit.
It was the only card damaged but whatever happened it managed to fry my whole unit.
They quoted me an extortionate price for a repair and said the warranty is void and the whole main board needs to be replaced.
Of course I was furious, I had just payed out a lot of money for the controller and now they wanted hundreds more. I told them I was going to bring it through the claims courts to which negotiations begun and I received an email to say maybe a power surge or thunderstorm could have caused the damage (thought protection was built in).
I thought we had reached an agreement and was awaiting a negotiated price for repair that we would be both happy with.
I still say it should be repaired for free as it's under warranty but had to agree something as I was being held to ransom as they had my unit and my tank was beginning to suffer.
I was asked to send my postal address so they could work out a price for repairing and returning direct to me rather than go through the retailer I originally sent it through, in their words "cut out the middle man"
I sent my address via email 5 times and got no response.
I then received an email saying because you did not respond with your address we have sent your unit back to the retailer.
The retailer has been copied on all emails and he can't understand whats going on either.
That was over 4 months ago.
I have not received a price!
I have not received a repair!
I have had no response to over 50 emails sent.
I have not had my profilux 3.1N returned! (Retailer still has it and is trying to get a response from Mathias).
I have lost lots of my livestock as I had become over reliant on my controller. My tank was always run on a profilux 2 controller which was replaced by the Profilux 3.1N.
I was just wondering if anyone else has had any similar experience with their appalling level of customer service and what you would advise.
I have had problems before with profilux and had the same response from them regarding problems with temperature probes failing etc.
I should have learned my lesson then but foolishly purchased their newest toy.
I am seriously out of pocket on this because it seems GHL Profilux do not honour warranties and do not care about customer satisfaction.
Their policy seems to be that if you have a problem refer to the profilux forum, if you have a warranty issue, they don't cover it.
So what they are basically saying is that once you buy and fit an expansion card you no longer have a valid warranty.
There policy says that
Our warranty expires if the delivered original product is damaged or modified "
Hopefully this will not be closed as quick as the last thread
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