Terrible experience with Doser 2.1

[Axelrodi202]

I tried setting up my new doser 2.1 yesterday. I would always get error code 28 shortly after entering the overview on GCC on my PC, until I manually installed the USB driver and deleted the smartphone app. Then I would get error code 50 shortly after entering.

Today I tried directly connecting via USB to my PC, but was unable to connect. Now I'm unable to even establish that initial wifi connection. My $460 pump is now basically unusable, despite spending hours trying to get it going.

I am on windows 10. The firmware is 1.24 and listed as up to date. GCC version 1090. I initially tried the most recent one but after seeing on the site that some may have issues with it I tried version 1090, the next most recent version.

I'm frazzled and upset. I leave for home in a few days so it's urgent that I get this set up promptly. The support I've received (just a few, not too prompt email responses) has been lacking. The office is all but impossible to reach - 90% of the time it says I dialed extension 101 when I dialed 0 to speak to the operator/representative, and when it does register as extension 0 I always get to the voicemail. After dozens of calls not once have I been able to reach an actual person. Given the amount I paid and the reviews I've seen I honestly expected a lot more...

 

[Axelrodi202]

I would have gone to their support forum but even 2 days after registering my account there has not been approve to make new posts.

 

[h3dgehog]

Have you tried to join and ask on the facebook page?

Im no expert but it sounds like a usb driver issue on your computer.

 

[Jerel]

Does your PC recognize that an external device(Doser via USB) has made communication?

Can you provide an image of your GHL Control Center connection settings? Does it look identical to the manual ?

 

[reefwiser]

I just contacted Marco for you.
Trying to understand your error's So you have a Doser 2.1 Stand Alone doser.
An you are trying to connect with GCC and you can not connect with the WiFi hotspot of the Doser?
You have installed the usbRs232 driver. Have you restarted the computer since the install.
Go to your device manager and look under the ports and you should see the usbRS232 and it will show you the com port number (1,2,3 etc) Make sure you are in that com port number shown and then click on the connect to device .

When setting up the the phone app the wifi uses 10.10.100.254 as the ip address of the internal wifi hot spot. Once you type this in. Make sure you go to the settings on your phone and make sure you are connected to the wifi of the doser which shows up as GHL doser in your Wifi section of your phone.

 

[Marco@GHLUSA]

I just contacted Marco for you.

Thank You Ed. We had already been in communication with Axelrodi202 and had a support call this afternoon.


I just want to mention; If you call the office and receive our answering machine - please do leave a message. We are most likely assisting another customer with a Sales or Support question, or packing your order. We will return phone calls shortly.
As always, we appreciate all of our customers and will take the time required to assist with Support, or sales questions. On some of the complex systems we help spec, it can take some time..

 

[h3dgehog]

Thank You Ed. We had already been in communication with Axelrodi202 and had a support call this afternoon.


I just want to mention; If you call the office and receive our answering machine - please do leave a message. We are most likely assisting another customer with a Sales or Support question, or packing your order. We will return phone calls shortly.
As always, we appreciate all of our customers and will take the time required to assist with Support, or sales questions. On some of the complex systems we help spec, it can take some time..

I am not privy to the operations of GHL USA but I can personally attest to how personal the customer service can be. I would rather leave a voicemail and wait a little bit to get indepth personalized customer service from a knowledgeable rep than to get immediate responses from some outsourced person with little knowledge.

 

[Chicagoreef2016]

My experience on set up was not smooth, but I emailed their customer service and was responded to quickly, and was exchanging emails with specific directions for my problems for about 2 hours non-stop at around 10pm CST. For the difficulty in set-up that I had, the customer service was excellent. Now I have it running like a top due to the help, via my laptop or the iPad app.

 

[reefwiser]

Macro and Vinny are the best.

 

[d2mini]

Thank You Ed. We had already been in communication with Axelrodi202 and had a support call this afternoon.


I just want to mention; If you call the office and receive our answering machine - please do leave a message. We are most likely assisting another customer with a Sales or Support question, or packing your order. We will return phone calls shortly.
As always, we appreciate all of our customers and will take the time required to assist with Support, or sales questions. On some of the complex systems we help spec, it can take some time..

Can't beat that! :thumbsup: