18-Jan-2025, 03:19
I got my first pair of Gemini II one month ago and they presented two distinct issues:
- the right earbud was suddenly stopping and needed to be moved to resume playing.
- both earbuds would stop simultaneously and would need to resume the audio on the mobile phone as the earbuds would not resume by touch.
After submitting the diagnostics report through the APP the customer support was able to identify a sensor malfunctioning and authorized the replacement of my pair of earbuds forwarding my case to the local Devialet after-sales support in China.
Unfortunately the after sales support has not been good:
- the contact provided by Devialet didn't answer the phone calls or called back.
- the text communication via Wechat is not replied in a timely manner.
- after promising a delivery date to dispatch the replacement earbuds I have been told their were out of stock for the Gemini II.
- after confirming that they would cover the shipment expenses of my original earbuds back to them in the south of China they told me that "I misunderstood".
- after escalating back to the Devialet customer support I was informed that my case was prioritized and they were able to dispatch a replacement unit in the same day.
I received my replacement pair of Gemini II and the issues presented in my original pair are also present in these ones where they are occurring even more often.
Either I am a super unlucky person that received two pairs of defective Gemini II or Devialet has a major quality problem in the market that didn't address.
Nevertheless this was my first bought of Devialet products and will probably be my last one. Despite the amazing sound of the earbuds the quality problems and poor customer support don't justify all the hassle I have been through.
- the right earbud was suddenly stopping and needed to be moved to resume playing.
- both earbuds would stop simultaneously and would need to resume the audio on the mobile phone as the earbuds would not resume by touch.
After submitting the diagnostics report through the APP the customer support was able to identify a sensor malfunctioning and authorized the replacement of my pair of earbuds forwarding my case to the local Devialet after-sales support in China.
Unfortunately the after sales support has not been good:
- the contact provided by Devialet didn't answer the phone calls or called back.
- the text communication via Wechat is not replied in a timely manner.
- after promising a delivery date to dispatch the replacement earbuds I have been told their were out of stock for the Gemini II.
- after confirming that they would cover the shipment expenses of my original earbuds back to them in the south of China they told me that "I misunderstood".
- after escalating back to the Devialet customer support I was informed that my case was prioritized and they were able to dispatch a replacement unit in the same day.
I received my replacement pair of Gemini II and the issues presented in my original pair are also present in these ones where they are occurring even more often.
Either I am a super unlucky person that received two pairs of defective Gemini II or Devialet has a major quality problem in the market that didn't address.
Nevertheless this was my first bought of Devialet products and will probably be my last one. Despite the amazing sound of the earbuds the quality problems and poor customer support don't justify all the hassle I have been through.
