Devialet Customer Service is the BEST - Printable Version +- Devialet Chat (https://devialetchat.com) +-- Forum: Devialet Chat (https://devialetchat.com/Forum-Devialet-Chat) +--- Forum: Devialet News (https://devialetchat.com/Forum-Devialet-News) +--- Thread: Devialet Customer Service is the BEST (/Thread-Devialet-Customer-Service-is-the-BEST) |
RE: Devialet Customer Service is the BEST - Pim - 02-Jan-2019 (02-Jan-2019, 07:58)David A Wrote: I'll second Pim's comments. Their standard of service can be improved but it's far from the worst service experience I've had. My experience also ended with a great result and that counts for a lot. Companies that really do provide the worst customer service don't deliver great results, they deliver bad results at the end with a lot of bad communication along the way aw well. You might want to check your spelling David RE: Devialet Customer Service is the BEST - David A - 02-Jan-2019 Yes, you're right :-( There are 2 spelling errors. I saw one after I posted the reply and decided it wasn't worth correcting. I didn't see the other which is the one I think you very tactfully referred to. Both errors now corrected. Very many thanks for pointing it out. Devialet Customer Service is the BEST - Soniclife - 02-Jan-2019 My view is that they provide good hardware service, but poor software and communications service. RE: Devialet Customer Service is the BEST - AaronG - 02-Jan-2019 I have had very good experience with Devialet concerning upgrades. Super quick. And I continue to admire them for the way they provide upgrades for their customers -- I began with a 120 and now I have a 220CI. But they are terrible at communication to the point that it is mysterious. What could possibly serve their interest in being so terrible? Perhaps they just expanded so fast that they don't have the resources. But that doesn't explain how they announce something and never follow up. Or perhaps they have a weird culture of secrecy and proprietary nonsense due to the fact that their value as a company rests on distinctive technological innovation? They should really cut that out -- they aren't Apple and it's really maddening. If you call or email German Physiks or Antipodes you get a response that day and they fix whatever the problem is. If you email Devialet you might not hear for months, or you might. RE: Devialet Customer Service is the BEST - Pim - 02-Jan-2019 (02-Jan-2019, 13:02)alaw Wrote: @Pim the original is fixed, but you may want to edit the quoted text in your post done RE: Devialet Customer Service is the BEST - Pim - 02-Jan-2019 (02-Jan-2019, 14:31)AaronG Wrote: If you call or email German Physiks or Antipodes you get a response that day and they fix whatever the problem is. If you email Devialet you might not hear for months, or you might. The question to ask here is how many units do these sell per year and how many does Devialet sell. Then there's the fact that Devialet's are much more complicated than speakers or even a streamer, thus there's more chances for the need of service. RE: Devialet Customer Service is the BEST - AaronG - 02-Jan-2019 Sure but I don't think any of that excuses their bad communication practices. It's only to their advantage to improve them, as far as I can tell. At some point they acknowledged the problem, if I remember correctly, but it doesn't seem to be better. RE: Devialet Customer Service is the BEST - msl - 02-Jan-2019 (02-Jan-2019, 07:43)Pim Wrote:(02-Jan-2019, 05:00)msl Wrote: Hi there - I started the other thread and I find it interesting that even in this thread you still acknowledge what is by definition bad customer service. I'd like to be enjoying my D200...that's the issue. If it was working then I wouldn't have anything to say at all about their customer service other than my purchase experience was pleasant. The size, growth, complication, etc...don't excuse behavior - It should signal the need for more investment in customer service infrastructure and other efforts that not only focus on brand expansion. The expert system no matter how universally liked or technologically advanced is a product that is getting long in the tooth - especially for us who did not want to invest further thousands in the CI upgrade. High end audio consumers tend to not be very brand loyal (except for a handful of brands)...There will always be a newer, shinier object coming down the road. This is a key inflection point for all of the Expert systems out there that are about to go off warranty (and I bet there are a lot within the next 18 months) - I'd be willing to wager the patience and kind language being used here will change significantly once these costs are no longer covered and actual consumers will be out actual thousands of dollars...and the second hand market tanks. that is unless its going to be the last high end audio purchase of your life...which brings me back to my original point. Creating a strong culture of customer service to build brand loyalty when things go wrong and you are responsible for those costs (off warranty) just my $.02 RE: Devialet Customer Service is the BEST - David A - 02-Jan-2019 (02-Jan-2019, 21:13)Pim Wrote:(02-Jan-2019, 13:02)alaw Wrote: @Pim the original is fixed, but you may want to edit the quoted text in your post Pim & alaw, Thanks to both of you. Pim, You could have simply replaced the letters with asterisks to hide the word. I don't mind being shamed for misspelling but removing that particular misspelt word is good. RE: Devialet Customer Service is the BEST - Celts88 - 05-Jan-2019 (02-Jan-2019, 21:18)Pim Wrote:(02-Jan-2019, 14:31)AaronG Wrote: If you call or email German Physiks or Antipodes you get a response that day and they fix whatever the problem is. If you email Devialet you might not hear for months, or you might. How many toasters or kettles does Breville sell, which one has better communication with it's customers A 1000Pro is the price of a half decent car her in Australia, and a car is much more complicated than an Expert Pro, but don't see the same lack of communication that Devialet are synonymous for. New CEO comes in and the communication actually gets worse in the case of Expert Pro's. Phantoms seem to have communication release every month, Expert Pro's - how longs a piece of string. We're told by Devialet that Roon RAAT is their next no. 1 priority for CI Experts and this will be completed by end of 2018. We're now in 2019 and the update communication from Devialet is - Silence!!! Cheers John PS I own an Antipodes CX and the support is 1st class (Tony is available virtually night and day, and Mark is very receptive to any emails addressed to him). Antipodes have also carried out multiple upgrades for existing owners and communication is excellent throughout, and after |