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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 - Hifi_swlon - 14-Jul-2016
Love the 'disgruntled customers given a satisfactory explanation' part! You couldn't make it up (well, as usual, they have). I'd actually have been prepared to forgive most things apart from their arrogance - which is exactly the same thing I experienced in all my communications with support, a sort of "we're amazing can you please f*** off and stop bothering us" attitude. I understand many have experienced better, but perhaps their queries weren't relating to something defective in the product (not just limited to AIR)
In any event, in returning the favour, those 'disgruntled customers' have basically flooded the Internet with complaints about AIR and Devialet as a brand. Will that affect their sales? Probably not hugely but it will make a decent dent in the coffers and make them look incompetent. Much of which they probably could have avoided if they cared. I would almost certainly have bought a pair of Phantoms AND recommended the brand if AIR had worked, the PSU didn't chatter, and they dealt with me better as a customer. As such I didn't, and I don't.
When I was deciding on the 200 I read a few posts here about AIR not working, but many more about it being a problem affecting only a very small percentage. I hope that when people are looking now, it will be obvious that's not the case and so won't get suckered in.
RE: AIR petition to Devialet Management, please sign - Georgethesixth - 14-Jul-2016
D : Dear Koen,
Thank you for tweeting us. Please know that we do care about our customers. Do not doubt that. As you may know, it just takes time to develop and improve functionalities people are asking for. We Just had to make choices in the schedule and we do assume them. Despite our fast growth we still are a small company. But we also did promise a new devialet AIR version so we will deliver. Very soon now.
I hope you feel like you can trust us. Feel free to contact us if you need anything or need information on the Expert.
Kind regards
My friend :
I find it strange and extremely worrying D doesn't respond to what is obviously a very politely worded petition. It seems the problem exists for years and people were promised solutions...
So that begs the question Why should I trust you now, when the company couldn't be trusted for years. I hope you understand my skepticism.
D:
Well yes that is your right indeed. But since you are skeptic, let me tell you that we did answered to them. And we even sent to most of them the beta version of the next upgrade.
So when this upgrade will be out approved, everyone will be happy: Those 120 clients and the thousands of Expert clients who trust us since 2010. And I really hope we will count you among them.
My friend :
That is a bit strange because the guy who started the petition is a good friend of mine, and he showed me the full zendesk conversation with Ocean (?). There was definitely no answer and definitely no offer to send beta software. I love the sound when it works, but I experienced several times the white noise issue with my own ears and it is no fun...
D:
Oceane not replying is very strange indeed. Regarding the sendings that is what i have been told. So I really apologize to your friend and do my best to get the customer Service to give him an answer. And if you are willing to give me your friend s name I will see what I can do to make this happen faster. Thank you
My friend:
I just called him
He told me to take a look at incident nr. 30694 and 40818. One big cry for help and a string of broken promises if I can believe him.Devialet
I will look into it myself. Will let you know. Like maybe not tomorrow because it is bank Holliday. And customer care is off I guess. But tomorrow or Monday tops.
My reaction today :
Once again, a victory for hope over experience. Perhaps this gentleman will keep his promises. Of course : it all depends on what is the definition of a reply
RE: AIR petition to Devialet Management, please sign - Dr Tone - 14-Jul-2016
Looks like a private twitter conversation which allow Devialet to just spew the same crap. If it was a public tweet with replies, i can't find it. I sure would love to jump on it and add my 2 cents.
RE: AIR petition to Devialet Management, please sign - Georgethesixth - 14-Jul-2016
(14-Jul-2016, 14:05)Dr Tone Wrote: Looks like a private twitter conversation which allow Devialet to just spew the same crap. If it was a public tweet with replies, i can't find it. I sure would love to jump on it and add my 2 cents.
It is. The initial tweet was not private though, the reply was. I cannot blame them: the char limitation is a pain ...
RE: AIR petition to Devialet Management, please sign - Dr Tone - 14-Jul-2016
(14-Jul-2016, 14:07)Georgethesixth Wrote:(14-Jul-2016, 14:05)Dr Tone Wrote: Looks like a private twitter conversation which allow Devialet to just spew the same crap. If it was a public tweet with replies, i can't find it. I sure would love to jump on it and add my 2 cents.
It is. The initial tweet was not private though, the reply was. I cannot blame them: the char limitation is a pain ...
Yah, they privately replied to one of my tweets with a bullshit answer as well. They are very sly that way.
RE: AIR petition to Devialet Management, please sign - Antoine - 20-Jul-2016
I just noticed a response to the petition has been given today, seemingly by Quentin Sannié, CEO of Devialet.
The response is in the comments here: http://www.ipetitions.com/petition/devialet
Quote:Dear friends,
Thank you so much for taking time to write, send your messages and petition. As you can imagine, it is not pleasant to read but I can certainly hear your frustration as well as a desire for a better communication with you.
Our goal is to make each and everyone of you happy. You are incredibly important to us. Without your support, we wouldn’t have been able to constantly improve our products and create the Expert line and Phantom. We owe it to you and we know it.
Rest assured that Expert is a main focus for us. This is where all our revolutionary technologies come from. This is where we come from. And this is also our future.
Part of it is Devialet Air, which we agree is a key technology. As you know, quite a sophisticated one. But I know you expect the best from us, and you should.
Over the past few months, our engineers have been working long hours on building AIR3, for both Mac and Windows. Even though we haven’t been communicating about it, a lot of issues you are mentioning have been solved in the upcoming beta release, including but not only:
* Realtime audio playback graphical analysis tools development (Mac / Win)
* Audio format management code rework (Mac / Win)
* Streaming algorithm bug fixes and multi platform adaptative tunings (Mac / Win)
* Hog mode / exclusive mode support (Mac)
* Kernel driver bug fixes for ROON support (Mac)
* Virtual audio device hot plug & unplug enhancement (Mac)
* Kernel driver audio data buffering model code rework (Mac / Win)
* Direct mode development : straightforward and bit perfect audio data transfer from kernel to user space (Mac / Win)
* Installer rework (Win)
* Mobile remote application optimisation and bug fixes (iOS & Android) (in progress)
So now AIR3Beta is coming. This is how I propose we work together:
• Wednesday, July 27th, we will open a “Devialet AIR3 beta program” which you will be free to join. AIR3beta is now at an advanced stage (I personally use it at home, and feel a big improvement). But it is still Beta software, and every setup / wireless environment is unique. We would appreciate if you could help us get better by testing and providing us your valuable feedback. We will post the link to the beta program here early next week. Feel free to share.
• We will create and manage an online page where you will find all the latest about our work on Expert. And also where you can share your experience with other Expert owners. Sharing is caring.
As a general matter, I will make sure our teams get better at understanding your needs and communicating on a regular basis with you. Bringing you audiophile happiness is the reason we are all going to work with a big smile on our face every morning.
Quentin Sannié, CEO,
and all your friends at Devialet
RE: AIR petition to Devialet Management, please sign - Jwg1749 - 20-Jul-2016
Thanks for posting, Antoine.
At the very least this represents a positive move to address the issue of communication which many of us have been frustrated by.
RE: AIR petition to Devialet Management, please sign - Wdw - 20-Jul-2016
This is very good news!
RE: AIR petition to Devialet Management, please sign - Confused - 20-Jul-2016
I think this is an excellent response from Quentin Sannié. All of a sudden I feel far more positive about Devialet.
And all hail King George! (thesixth) A good result for all.
RE: AIR petition to Devialet Management, please sign - Antoine - 20-Jul-2016
(20-Jul-2016, 22:43)Wdw Wrote: This is very good news!
Earlier you accused us (those who signed this petition) of trying or wanting to 'burn the church down' and now it's good news? Well it is good news, but not thanks to you.
To everyone else: sorry for speaking my mind.