I have two Devialet Phantom I (Premier when I bought them) and always treated them like a baby. After installing some shelves however, I was distracted for just a second and slightly touched one of the woofers with a piece of aluminum resulting in a very, very fine scratch. It was barely noticeable but as I couldn't get it out of my head I contacted Devialet support for their 350€ cosmetic repair service.
After going through a tedious exercise of sending them pictures and videos of the Phantom they accepted my request for repair.
I just got the Phantom back after a few days and I couldn't believe my eyes when I received it. Not only did they not even fix the slight scratch (it is 100% the same woofer), they also left even more unremovable marks! (green rectangle is initial damage, red is unfixed and new damage)
In terms of cosmetic damage, this thing to me is beyond repair as they were able to leave marks on literally every single part of the speaker. I have escalated the issue and will report back with my experience.
For now, I cannot recommend the repair service in the slightest. What a nightmare.
UPDATE Mon, July 17th 2023:
After an exchange of emails with a very competent Devialet customer care specialist, we were able to find a customer-centric solution. On one hand I was offered an additional repair at no extra cost, including step by step communication with me to ensure the repair was satisfying. Devialet has also said they will improve their repair process to help avoid similar situations in the future.
However, after 6 years of Devialet Phantom Premier Classic ownership, I mentioned that I might rather be interested in an upgrade. After a call and a small number of emails, we arrived at a point that to me was the opposite of what I first experienced with this repair process: wonderful customer care. We arranged an upgrade that was satisfactory for both sides and I'm now the proud owner of a stereo pair of Phantom I Dark Chrome.
![[Image: iJGqt9v.jpg]](https://i.imgur.com/iJGqt9v.jpg)
![[Image: LZjmZZ0.jpg]](https://i.imgur.com/LZjmZZ0.jpg)
![[Image: 9Ghnrwg.jpg]](https://i.imgur.com/9Ghnrwg.jpg)
![[Image: 9UbGNhJ.jpg]](https://i.imgur.com/9UbGNhJ.jpg)
![[Image: XhRGUtl.jpg]](https://i.imgur.com/XhRGUtl.jpg)
After going through a tedious exercise of sending them pictures and videos of the Phantom they accepted my request for repair.
I just got the Phantom back after a few days and I couldn't believe my eyes when I received it. Not only did they not even fix the slight scratch (it is 100% the same woofer), they also left even more unremovable marks! (green rectangle is initial damage, red is unfixed and new damage)
In terms of cosmetic damage, this thing to me is beyond repair as they were able to leave marks on literally every single part of the speaker. I have escalated the issue and will report back with my experience.
For now, I cannot recommend the repair service in the slightest. What a nightmare.
UPDATE Mon, July 17th 2023:
After an exchange of emails with a very competent Devialet customer care specialist, we were able to find a customer-centric solution. On one hand I was offered an additional repair at no extra cost, including step by step communication with me to ensure the repair was satisfying. Devialet has also said they will improve their repair process to help avoid similar situations in the future.
However, after 6 years of Devialet Phantom Premier Classic ownership, I mentioned that I might rather be interested in an upgrade. After a call and a small number of emails, we arrived at a point that to me was the opposite of what I first experienced with this repair process: wonderful customer care. We arranged an upgrade that was satisfactory for both sides and I'm now the proud owner of a stereo pair of Phantom I Dark Chrome.
