Phantom Remote is so dumb that it is dangerous.

[Phs]

At Devialetchat, we're all audio savvy enough to probably agree that :
- Phantom is an impressive acoustic and audio hardware achievement
- Everything that is related to User Experience is rather weak ( Setup, Spark, no Airplay, poor communication with users ... )
- The constant bragging of Devialet about how good they are could positively be replaced by more listening to users, and considering seriously real life use cases.

I already wrote in this article how much I felt Devialet was ignoring UX, and at the time, I thought this could only improve. But receiving the Remote a few days ago proved I was wrong, it could get worse... By a lot.

Being in pro audio for 35 years I used many audio level controls in my life. Although they sometimes look a bit different, they normaly share in common to be:
- a rotary control (except faders), where turning clockwise increases volume
- have some graphic indication of level (numbers, dots, LEDs ...)

There is a good reason for this graphic scale to be present: it allows the user - at a glance - to know the current volume setting before actually playing audio through a system.
Anyone controling a powerfull speaker system - in P.A. or studio - knows that you definitely prefer to use your eyes than your ears to find out that the audio volume is way to high.



So here's what happened to me saturday:
- I was playing music - through optical input - around level 40 with the Remote being paired
- At some point I paused music to place a phone call
- A bit later I decided to play music again and it was crazy loud
- Phantom level was at 100 because someone in the family fiddled with the attractive Remote while the music was stopped ...
- How could I know that ???

The Remote is now removed from my system for obvious safety reasons.

So here is a new award to the Devialet team: they created the stupidest volume control in the history of audio. The one that says to the user of a 3000 W 105 dB system: "guess what the volume is ?".

Can you imagine that this was put to market instead of the initial project which was providing the level info to the user ?

How can this happen ? Probably driven by the urge to sell, reduce development time and costs, someone said: " do we really need the display on this remote? ". And everyone agreed it was a very good idea to remove it, and that the price could even stay the same!

In that meeting I can tell you that no one was representing the user.

I'll leave the conclusion to Steve Jobs who said in 1997 at WWDC:

"You've got to start with the customer experience and work back to the technology — not the other way around. I've probably made this mistake more than anybody, and I've got the scar tissue to prove it,"
https://www.youtube.com/watch?v=6iACK-LNnzM starts at 52:00:00

One more thing ...  
A quick and dirty software fix would be to disable the Remote volume change when no audio is played.

PH

[bentrider]

Appears to be style over substance.

[alandbush]

I recently reported a change I did not like that was implemented with Spark 1.2.0.
It now changes the volume to a default value of 35 when the source is changed, eg. Tidal to optical.

The reply, which is probably sensible was

"Yes indeed, this is completely normal and a security measure.
The reason is that basically Spark does not know which source you are going to stream. However each source has a basic sound power.
Which is why for exemple you could stream optical content at 45% and get a correct Phantom volume, but then you skip to Deezer content and a 45% volume might blow your hears off.
So by security our engineers decided that each new sources reverts to a safe 35%."

I suspect that must have been at the request of a user experience.
So, although it should not be necessary, I would report your scary experience, if you have not already, and hope something can be actioned.

[Rufus McDufus]

Ha! The last time my wife ever used my hi-fi was when I had my Linn KDS and she turned the volume up with Kinsky pressing the + button, though because it always lagged she just kept her finger on the + button until the KDS decided to catch up with Kinsky and the volume hit 100 pretty quickly.
She doesn't dare touch it any more

I actually quite like the Expert remote but I agree it's impossible to tell what it's set to without getting up and looking at the display.

[nigelb001]

I recently reported a change I did not like that was implemented with Spark 1.2.0.
It now changes the volume to a default value of 35 when the source is changed, eg. Tidal to optical.

The reply, which is probably sensible was

"Yes indeed, this is completely normal and a security measure.
The reason is that basically Spark does not know which source you are going to stream. However each source has a basic sound power.
Which is why for exemple you could stream optical content at 45% and get a correct Phantom volume, but then you skip to Deezer content and a 45% volume might blow your hears off.
So by security our engineers decided that each new sources reverts to a safe 35%."

I suspect that must have been at the request of a user experience.
So, although it should not be necessary, I would report your scary experience, if you have not already, and hope something can be actioned.

Read the original post again. The volume was at 100 due to someone fiddling with the remote while in mute. The gripe is that there was no indication on the remote that this had happened and would have been avoided had Devialet stuck to the original spec of the remote with a display of volume.

Devialet needs to be careful here as the original promises for this fantastic piece of Hi Fi equipment are not forthcoming. As long as these changes and delays (coming soon....) are happening, current and prospective customers are going to be very disappointed. The minor changes to Spark did not go anywhere near far enough and the lack of facilities for different streaming sources sadly continue to be lacking. Devialet needs to pull their fingers out and listen to stop alienating people. It's a shame as the Phantom has so much promise, but I suspect that the investors in Devialet are pushing for product volume and profits rather than the superb listening experience it could and should be.

[frix]

Good points made about the remote.
It's so odd they failed with that remote so much.
How hard can it be to engineer a proper userfriendly remote.
With such basic functionality it should have been included in the first place.

Maybe devialet is working on a "pro" version of the remote which they will charge 300€ for
instead of just releasing one satisfying remote.

In the beginning I was somewhat hyped about the phantoms and thought about exchanging my existing system.
I don't see that happen anytime soon. Instead my interest for the Kii Three is growing now.

And whats up with the lack of reviews? There hasn't been any serious review with measurments etc.

[Felix]

Unlike you guys, who are already Devialet customers and Phantom owners; I haven't yet bitten the bullet and bought the Phantom, or even an Expert amp.
I'm here on the forum to learn and glean information before taking the plunge.

What I'm reading so far, both here and on other forums, doesn't fill me with confidence.

My understanding (I might have got it wrong) is that Devialet is a big project, with some serious financial backing and reputed to have a very large R&D budget.
Nobody makes that level of investment without having big ambitions.
So far they've delivered some stunning new technology, wrapped up in some very attractive industrial design.
There's a big advertising budget and they have an impressive, stylish and up market looking web presence, as well as very professional marketing at shows and dedicated showcase showrooms.
Now their latest PR for the US launch of the Phantom, harnesses association with and endorse by major pop stars and personalities.
The objective seems to be to create a desirable premium brand, with all the trapping that come with it.

So why do I get the feeling this is all going to blow up in Devialet's face if they're not careful?

My impression is that they are failing to deliver on all the important smaller detail, the important things that count and that can lead to a poor user experience and ultimately, disappointment.

It's one thing if audiophiles and people used to experimenting with audio kit, can find work-arounds or get used to the shortcomings; but if they start letting down people who are spending big bucks and who expect everything to work "out of the box', then Devialet will rapidly gain a poor reputation which will stick like poison.

Phantom, as a whole package, is clearly underdeveloped and not ready for market. I could argue that it has been released too soon.

Just some of the gripes I hear over and over....
No stands available at launch, then only available months later in limited numbers and then sold out.
Substitution of a promised, useable remote control, with a limited and flawed product that reeks of "Cheap". Except it is not cheap!
Set-up and WiFi problems.
Spark - under developed at launch and despite upgrades, still falls behind.
Bluetooth but no AirPlay, despite a large chunk of the target audience being very much in the market for this (particularly in the US).
Dialog build quality and overheating problems.
Poor connectivity, with limited ports.

Next?

Don't get me wrong and think I'm just here to slag off Devialet and be negative.
I really want this product to succeed and I would dearly like to replace some of my existing HiFi gear with a Phantom set-up.
However, at the moment, I am not filled with confidence and I'm not sure if I should shell out thousands of £££'s to effectively be a Beta tester for a mk1 version of a product.

Am I wrong?



m

[nigelb001]

It's such a shame that the previous two posters who have not ventured into the Phantom experience yet are being so put off by the situation as you are definitely missing out. I'm about six or seven weeks into ownership and am really enjoying the Phantom but.....I never envisaged using my laptop as a permanent source of music files. I expected to be able to connect a NAS drive for streaming my ripped CDs and to connect to a streaming service of my choice, whether Quobuz or Deezer etc. for new material. But it seems that is some time away if ever. Bear in mind that I use a single Phantom without Dialogue.

So I am enjoying it, and am listening to more of my music than ever before, but it's not yet coming up to promised expectations (unless I use another product between, which rather defeats the object) and I have no idea when it will come up to my expectations.

Feedback and info is simply not forthcoming from Devialet, they should take a look at Fujifilm X series digital cameras and get a bit of Fuji's 'Kaizen' with their regular updates and new improvements and roadmaps of future releases.

[Rufus McDufus]

It seems slightly strange logic with the remote to me. The volume knob travel is infinite with no end stops isn't it? If it's muted then maybe the volume control should be disabled to prevent this scenario? I can't think of a scenario where you'd want to press mute, then adjust the volume, then unmute.

[Confused]

It's exactly the same with the expert remote is it not? I too experienced the volume turned up when track paused scenario, and it's not good. You live and learn though, I never let it happen again.