Classic Phantom White not working reliably after upgrade

[bravocharlie]

The latest from Devialet:

At the moment, I have a few clients who are facing the exact issue as you. We are doing research on this issue and are seeking of solution from our software team.
I will update you once I have any news.


I like how he says: "a few". I seriously doubt that. I also wonder how this software/firmware gets released without a proper beta test. This is the second release that has been buggy and created havoc. You really have to start to wonder what is going on in France at this point. Well funded, great product, poor customer service (days for resolution), poor execution, horrible website for support, and extremely poor communication on all fronts. App and firmware released without ANY mention on the support portion of the website. Really? That came AFTER it was released almost a day later. You also really have to wonder at this point if management knows what's going on in the trenches or this information is withheld and they're operating in some sort of French Utopia that everything is just wonderful. Its not; especially for a premium brand (supposedly).

I’m not French but live in France. Of course when I look at the Apple website I wonder very similarly. What goes on in the USA? Is this a sort of North American Utopia? No replies from Apple for weeks, sometimes months.... comparisons aside and more seriously, beta testing can only do little when the offer relies on an external infrastructure, networks, phones, PCs, etc. Computer Audio is fragile and a SME like Devialet can only handle part of the chain. I do not want to defend them, but it has probably little to do with French or France. I’m not aware of any country that masters the digital world and delivers bug-free software. Only look at all the national COVID apps and how bugfree they are.

My comments were not intended to attack France per se nor the French. I'm in France frequently and love everything about it and its culture and people; nevertheless, I was referring to the company Devialet and how this has been rolled out. The good news is that I'm dealing with the head of customer service in the U.S. He and I have a very good relationship and I'm going to be running a different app in order to provide more detailed feedback to them on what exactly is going on. He was adamant that they didn't experience these issues in the Beta including his own Beta testing on his own pair of Phantom Golds. 

Invictus is dead on though in is latest comments. 4 days and counting, no resolution. For those of who have stereo pairs and use them daily for both music & TV, its a big deal; especially at the price paid for a premium product. For a premium product, you expect a higher level of service. For what its worth, I was told that the "...engineers are working around the clock on this problem and are not able to reproduce this issue".