03-Feb-2018, 21:47
(03-Feb-2018, 17:51)snbeall Wrote: I guess that I am at a loss to understand why you are not dealing with the dealer that sold it to you directly? I would simply take it there and have it exchanged/diagnosed/serviced. Myself, I purchased on trial direct from Devialet, so I MUST deal with them. And yes, it has been challenging and I have had similar problems. I think that, yes, their support is understaffed. Growing pains? There is also definitely the factor of each individual support person’s English skills (about which I try to remain patient as my French skills are very poor). Is the support staff in Hong Kong? Or France?
The customer support team is located in Hong Kong.
If your support request is escalated to the engineering team then that’s in France, but it is rare that someone from that team will communicate with you unless it’s a serious technical issue, otherwise communication is still through the initial Hong Kong advisor.
If you purchased from a dealer Devialet can still process the issue and go around them but in most cases they try to make the dealer aware to save you the hassle of shipping the unit back to France and then waiting for a new one to arrive. It’s easy to go swap at the dealer.
The dealers are not specifically trained in diagnosing Phantom faults or issues, so if it is technical Devialet support are the contact. They will advise the dealer what to do from there. If it’s simple a return before 45 days the dealer can process it providing that they honor that trail deal (they always should).
Sent from my iPhone using Tapatalk
Devialet Phantom (White)
