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+--- Thread: AIR petition to Devialet Management, please sign (/Thread-AIR-petition-to-Devialet-Management-please-sign)
RE: AIR petition to Devialet Management, please sign - CptHaddock - 11-Jul-2016
(10-Jul-2016, 21:35)Vincent Wrote: Just signed and hit 100 - For me it's less about Air, which with Air 3 on Mac works pretty much (but not entirely) perfectly, but more about engagement with the user community. There are two major components to my listening experience - my stunning Devialet 200, which is the best amp I've owned by a fair distance, and the Roon front end to curate and control my listening. The contrast in engagement between the two organisations is striking. The Roon guys & girls actively engage with the user community to both support the users on a day to day basis, and help prioritise Roon's efforts in developing a product which is the best it can possibly be for the people using it. Devialet take an "Apple like" approach, being tight lipped on the technology itself & roadmap (which is somewhat understandable) but make zero effort to acknowledge the priorities and concerns of their users. The big difference between Apple and Devialet is the user base. Apple sell a lot of iPhones. Higher end hifi is a niche product for a particularly obsessive and "unusual" community of those of us lucky enough to have the disposable income to indulge ourselves. However, get it right for us, you get it right for the masses, and have more of a chance to get your product in many, many more homes. So, please talk to us, we're easy to find.....
Apple have a bit of a history of only addressing problems when they're mass-shamed by the media or faced with a class action suit. It seems logical to me that if Devialet continue down their current path, the petition may turn into a starting point for class action.
Air's complete uselessness has a direct and measurable financial cost to all of us who've had to pursue an add on solution in order to stream. Core functionality sold to us by Devialet.
RE: AIR petition to Devialet Management, please sign - Cylob - 11-Jul-2016
(10-Jul-2016, 23:04)Confused Wrote: I have just checked my emails, I received a 'Zendesk' notification about a post on the beta AIR page of Devialet's website. The post was as follows:
'A Devialet user has started a petition which is currently doing the rounds on audio forums and press, and was borne out of his frustration with AIR being faulty for two years, and Devialet's complete lack of transparency and communication about the matter. Anyone having suffered AIR issues should sign.'
Anyway, checking Devialet's website, they have deleted this post. So at least that tells us that they are reading it! They can't delete the Zendesk trail though can they?
To be fair, I am guessing that this is simply a case of a Devialet employee getting a Zendesk notification, thinking 'ummm, this doesn't look good' and deciding to go in the system and delete. I suspect this will be a talking point at the Devialet office water cooler in the morning. Some have voiced the opinion that this petition is a waste of time, but if it is being noticed at Devialet at any level, if it just starts creeping into their thoughts, it can only be a good thing I think.
What a sad bunch over there in France.
Well done to all over here so far! Good to know we're not on our own...
RE: AIR petition to Devialet Management, please sign - Antoine - 11-Jul-2016
(10-Jul-2016, 21:35)Vincent Wrote: Just signed and hit 100 - For me it's less about Air, which with Air 3 on Mac works pretty much (but not entirely) perfectly, but more about engagement with the user community. There are two major components to my listening experience - my stunning Devialet 200, which is the best amp I've owned by a fair distance, and the Roon front end to curate and control my listening. The contrast in engagement between the two organisations is striking. The Roon guys & girls actively engage with the user community to both support the users on a day to day basis, and help prioritise Roon's efforts in developing a product which is the best it can possibly be for the people using it. Devialet take an "Apple like" approach, being tight lipped on the technology itself & roadmap (which is somewhat understandable) but make zero effort to acknowledge the priorities and concerns of their users. The big difference between Apple and Devialet is the user base. Apple sell a lot of iPhones. Higher end hifi is a niche product for a particularly obsessive and "unusual" community of those of us lucky enough to have the disposable income to indulge ourselves. However, get it right for us, you get it right for the masses, and have more of a chance to get your product in many, many more homes. So, please talk to us, we're easy to find.....
Great post, I think you hit the nail right on the head!
It would help both them and us so much if they'd choose to communicate and interact with us. I'm seeing more and more companies having a knowledgeable representative active on one or more forums. It creates a lot of goodwill and mutual understanding.
RE: AIR petition to Devialet Management, please sign - Dr Tone - 11-Jul-2016
(10-Jul-2016, 23:04)Confused Wrote: I have just checked my emails, I received a 'Zendesk' notification about a post on the beta AIR page of Devialet's website. The post was as follows:
'A Devialet user has started a petition which is currently doing the rounds on audio forums and press, and was borne out of his frustration with AIR being faulty for two years, and Devialet's complete lack of transparency and communication about the matter. Anyone having suffered AIR issues should sign.'
Anyway, checking Devialet's website, they have deleted this post. So at least that tells us that they are reading it! They can't delete the Zendesk trail though can they?
To be fair, I am guessing that this is simply a case of a Devialet employee getting a Zendesk notification, thinking 'ummm, this doesn't look good' and deciding to go in the system and delete. I suspect this will be a talking point at the Devialet office water cooler in the morning. Some have voiced the opinion that this petition is a waste of time, but if it is being noticed at Devialet at any level, if it just starts creeping into their thoughts, it can only be a good thing I think.
hifi-swlon's post with the ipetition link is still there on page 2.
RE: AIR petition to Devialet Management, please sign - Bwaze - 11-Jul-2016
Signed. Since I cannot get stable high-res over WIFI AIR. It's better over Ethernet, but AIR always introduces delay (due to buffering), so I'm currently using USB.
RE: AIR petition to Devialet Management, please sign - Confused - 11-Jul-2016
(11-Jul-2016, 14:15)Dr Tone Wrote:(10-Jul-2016, 23:04)Confused Wrote: I have just checked my emails, I received a 'Zendesk' notification about a post on the beta AIR page of Devialet's website. The post was as follows:
'A Devialet user has started a petition which is currently doing the rounds on audio forums and press, and was borne out of his frustration with AIR being faulty for two years, and Devialet's complete lack of transparency and communication about the matter. Anyone having suffered AIR issues should sign.'
Anyway, checking Devialet's website, they have deleted this post. So at least that tells us that they are reading it! They can't delete the Zendesk trail though can they?
To be fair, I am guessing that this is simply a case of a Devialet employee getting a Zendesk notification, thinking 'ummm, this doesn't look good' and deciding to go in the system and delete. I suspect this will be a talking point at the Devialet office water cooler in the morning. Some have voiced the opinion that this petition is a waste of time, but if it is being noticed at Devialet at any level, if it just starts creeping into their thoughts, it can only be a good thing I think.
hifi-swlon's post with the ipetition link is still there on page 2.
Yes! I think for once hifi-swlon was being very subtle and he's slipped under radar!
RE: AIR petition to Devialet Management, please sign - audio_engr - 12-Jul-2016
Signed !! its abt time to kick @$$ devialet management / engineers IMHO ...
RE: AIR petition to Devialet Management, please sign - Georgethesixth - 12-Jul-2016
French version. Any native speakers who want to proofread ?
Cette pétition est née d'un sentiment de frustration. Nous ressentons cette frustration, car nous sommes ignorés par le support et la direction de Devialet. Nous n'agissons pas de manière impulsive. En effet, pendant plusieurs mois, nous avons régulièrement averti Devialet, le mettant en garde contre une telle action.
Nous ne sommes pas animés de malveillance : nous avons attendu trois ans pour obtenir une solution. Nous n'avons pas l'intention de nuire à Devialet, même si des effets négatifs sont à redouter à la suite de cette action. Nous vous avertissons depuis cinq mois ; c'est assez. Au cours de ces cinq mois, nous n'avons reçu aucune réaction. J'ai créé un nouvel incident pour être certain qu'un employé ne bloquait pas l'information. On m'a à nouveau promis des réponses, mais j'attends toujours.
Nous avons tous payé des montants considérables à Devialet. Le fait que l'entreprise n'a jamais répondu à une question légitime et polie démontre l'importance qu'elle accorde à ses clients.
Signer cette pétition fera la différence. Publier le lien vers la pétition sur tous les forums où l'on parle de Devialet fera encore plus la différence.
Chère Direction de Devialet,
Depuis la commercialisation de la ligne Expert, l'application AIR connaît de graves problèmes. À notre grand regret, nos réclamations se heurtent à un mur de silence.
Encore aujourd'hui, Devialet promeut AIR sur son site Internet comme une solution pour le « streaming de contenus audio sans compromis ». En réalité, bon nombre d'utilisateurs sont confrontés à des problèmes avec AIR après quelques minutes de lecture de musique. La seule solution pour régler ces problèmes est de redémarrer le logiciel AIR voire, dans les cas les plus graves, Expert.
Vu que les demandes de support normales sont clairement insuffisantes pour obtenir des explications de Devialet sur cette question, nous n'avons d'autre solution pour tenter d'obtenir une réponse de votre entreprise que de vous demander par pétition de régler ce problème dans les plus brefs délais.
Nous avions eu bon espoir lorsque la version AIR3 beta a été dévoilée, mais aucun communiqué n'a été fait sur la version AIR3 pour PC.
C'est pourquoi nous vous demandons poliment :
- d'avertir les clients potentiels des problèmes actuels.
- De créer et d'entretenir une page support spéciale sur le site Internet.
- Si Devialet n'est pas en mesure de régler les problèmes sur tout le matériel, d'au moins donner des informations claires sur le matériel qui fonctionnera.
- De fournir, s'il vous plaît, des mises à jour pour les pilotes AIR et USB en vue de prendre officiellement en charge les dernières versions des systèmes d'exploitation supportés (sur Mac et PC).
Nous voudrions également vous demander d'actualiser les interfaces logicielles entre Expert et les autres dispositifs pour au moins permettre le contrôle de la fonctionnalité apportée par le nouveau firmware :
- Les fonctionnalités de l'application iOS n'ont pas été mises à niveau depuis la version 1.0. Bon nombre de fonctionnalités contrôlables par la Devialet Remote ne sont pas contrôlables par l'application.
- L'interface RS-232 n'a pas été mise à niveau depuis firmware 7. Des fonctionnalités comme ICM ne peuvent pas être contrôlées à distance.
Dans l'attente d'une réaction, quelle qu'elle soit, nous vous saluons cordialement.
Des clients inquiets
AIR petition to Devialet Management, please sign - no32 - 12-Jul-2016
just sign
RE: AIR petition to Devialet Management, please sign - mak972 - 13-Jul-2016
Just Sign,
I think they should open source the API / Protocol to communicate with their devices, it would solve a lot a issue...