Warning to Profilux Users

[Matthias Gross]

I think we have to correct this also

Float sensor expires after 2 years weather in use or not. While this is not documented it's treated as something customers already should know. Keep in mind even if the sensor remains unopened in original packaging it can still expire in the same time period.

complete nonsense - why should float sensors expire? My float-sensors had been working now for 6 years without a problem.

Apparently float sensors should be replaced after two years or they can and are know to fail in the on position.

Who tells these stories? Not true at all!

And we never said that you could read these things in RC.

All we have to say about sensor in general is here:
http://www.aquariumcomputer.com/Syst...cessories.html

There is not one word about expiring level sensors!

[lockrookie]

i dont think the OP intended for this thread to be a boycott of your products just a warning to ppl of what can happen with your product.. it is up to the veiwers of teh thread to makeup thier own decisions can computers fail yes.. from what i read the OP did hve ppl checking the tank daily and it was caught tried to save it but too late... and im sorry but ppl work are you saying that im a bad reefer because i leave my tank unattended 8 hours a day with no supervision. maybe i should quit my job..thats why we have a controller to babysit for us. it could happen to me with my apex or RKL... facts i know from this thread is this his controller screwed up.. due to a power flux or whatever and his tank is buggered. should it have screwed up... maybe as the owner i would want to replace the system and get his system in for testing to see why it did what it did rather than say not my fault.. to ensure future or existing customers never have this issue again.. but thats just my opinion... rather than trynng to make th OP look like a fool.. listen to the end users work with them and work towards a safer controller for teh long run

but thats just me rant over

[lockrookie]

greg beat me to it.. was typing slow and i see the apology

[Matthias Gross]

I agree - and we don't want to make look anyone as a fool

but you understand that I have to mention my view

we always listen to what our customers say and we try to improve the firmware permanently - that's why we have already firmware 5.14 ... (in average a monthly update)

yes, we also learned our lesson, see my first post what we want to do in order to avoid this kind of desaster in the future

[lockrookie]

in the end it is your company and you must to what best for your company and i saw what you wish to do for the OP. but the person he spoke to on thephone or email may have had no thoughts of such a thing. sometimes as owners (i have to do this in my business alot) is take a loss for the better good. go the extra mile.. fromm that you will get a better repore than you already have with your product

you seem like a decent guy by the apollogy. and i understand you are defending your brand/reputation. just think of how you yourself would feel.. frustrated..upset.. to the point of giving up.. just a small gesture towards rebuilding ...not saying replace his whole tank..would make your company a hero...im sure the OP will apprecaite the apology and i will leave it at that and let you two deal with ech other and work this out

cheers
jeff

[gregzz4]

As Jeff stated, hopefully you will help the OP some ...
After all, he has been quite polite and lost a tank full of wonderful critters

[Matthias Gross]

yes, we will help him, I just need a message (maybe he needs a Mitras or something else)

but the person he spoke to on thephone or email may have had no thoughts of such a thing

you must know that nobody from our company was in direct touch with him

I assume the communication was with a retailer or a distributor

[Skimmerking]

Originally Posted by Matthias Gross

yes, we will help him, I just need a message (maybe he needs a Mitras or something else)



you must know that nobody from our company was in direct touch with him

I assume the communication was with a retailer or a distributor

Amazing support thank you for your input and I would take a Mitras too. for my RSM 250

[sphelps]

This is not an anti-profilux campaign, from the start here my goal was very clear to make others Profilux users, many of which I consider friends, aware of what I believe to be an issue. However I have no control how others choose to use this information. I have provided only fact or exactly what I was told by support staff to which I can only assume to be fact.

To come here and instantly state my intentions being only to damage Profilux clearly illustrates Profilux owner failed to even read the first post of this thread. It's also insulting to a customer who has been with Profilux virtually from the start and at times aiding in many sales, setup and support. Be aware I also received comments from support staff that I found insulting however these have since been removed and even my posts on the support forum were edited which may have made my comments look overly full of frustration while the only real frustration came from first being insulted and the issue being shrugged off as user error. In addition I can conclude all Profilux staff has failed to even fully understand the issue as despite my numerous attempts of stating reasoning for my max on time it's continuously blamed as an issue. Top off water is added slowly, 10min has prematurely set off alarms in the past on summer days, 20min is a perfectly reasonable number given how my system operates. Increasing flow rate and decreasing on time will do absolutely nothing in regards to this issue. While support staff claims to attempting to propose solutions, in my eyes their goal seemed more related to pointing blame which is not a solution. If you're looking for an example of an actual solution I posted one in this thread.

In regards to a float sensor, again I've said numerous times, I don't care. I found it alarming that such things can expire which is I pointed it out as one of the issues people should be aware of. The fact the owner of the company calls this complete nonsense and then reverts back stating otherwise after discovering what support staff has stated is rather amusing. Also be aware support staff strongly felt the use of stored sensor was a clear issue and the key to whole failure, not something they just had to say because in extremely rare cases it could happen. Also note according to GHL sensor is 4 years old while I purchased it approximately 2 years ago. I have no intention of getting retailers involved but just be aware obviously inventory of such devices are not controlled despite what support staff suggests. At the very least adding a date of manufacture that the rest of the world can understand might not be a bad idea.

In regards to the real issue I'm glad revisions are being made which is what I wanted. It's obvious without such a thread nothing would have been done. Again I have no intentions of destroying Profilux reputation or boycotting nor do I have interest in compensation or warranty replacement.

My initial attempts on the profilux support forum were to first find out out if what I believe to be an issue is related to perhaps just a firmware bug or perhaps just something only relating to my device alone. If this was not the case I thought pointing out some issues would be in the best interest of everyone and my hopes were profilux staff would take this more seriously and at least notify both the public and the owner of the company. As I suspected they did neither hence why I left that site and came here. I also wanted a reason to why something as critical as an error alarm can be so easily reset, obviously there is a reason for this as the the developer has now stated yet I still wait for it. If the reason is sound stating it would justify it's existence perhaps turning what I consider a flaw into a feature I just wasn't aware of.

As a professional engineer I have obligations towards public interest in all aspects of my life, not doing my best to make the public aware of this goes against not only these ethical obligations but also my personal beliefs.

[Aqua-Digital]

I am so sorry to read your reply and I am sure just like myself you want a conclusion, my only reason for reply is to highlight a very important point that seems to be the most frustrating for you.

You mention we did nothing to highlight your concern to GHL. This is not correct as we point out above. We listened to you and we immediately informed GHL. I am happy to forward you our email to GHL.

From there GHL has posted on here and reported to us they will look into an option being implemented.

Originally Posted by sphelps

As I suspected they did neither hence why I left that site and came here.

From our forum as a reply

Originally Posted by aqua_digital

To date we have never had a single issue with this (please check all forums for any related cases for reasurance) but I will of course and as always pass on your concerns.

Originally Posted by aqua_digital

In regards to vunerability, although this is not assurance to you, this is the first ever reported case we or GHL have had in 11 years, as typically as system does not need such a long top off period, but as I first stated I have already passed your feedback onto GHL and you are welcome to do the same on the German support forum.

I or GHL do not wish to see your frustration go on and on, we have offered to you help, stated your requested feature update will be looked into. I hope you see our support and efforts as genuine as they are.