[UPDATE: Solution] Horrible experience with Devialet Repair Service

[cudifying]

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.

[supaDean]

That's very unfortunate and unusual of Devialet in my experience. Let us know what transpires.

[cudifying]

Still no update so far :-) I just keep talking to the low level support employee even though I told her multiple times to please escalate the issue. Will update once I've made the slightest progress. Make sure you don't damage your Phantom in the slightest because support is completely useless

[cudifying]

Still no progress. The support employee I am talking to is stalling the support case and responding very slow. I have told her multiple times to please escalate the case so I can talk to someone that will make things right. She keeps asking me to send pictures of the Phantom and to make sure it's the right one. I'm being treated like a little kid and she's refusing to make any progress on this and help me out. I will call Devialet later today regarding my problem but also to raise a complaint with the employee providing my transcripts and photos as proof. I am usually *very* patient with customer support because I know how taxing of a job it can be. But this is beyond ridiculous and I keep shaking my head in disbelief how a) they have treated my Phantom and b) how incompetent their customer support is. Does anyone have an email address or contact information of a higher level support employee they can share with me to resolve this?

[chrisc]

There is a gent called Sebastian who has answered my emails reasonably promptly in the past

Use: customercare@devialet.com

Your experience is indeed shameful. Generalising, customer support dropped during Covid and very few firms have subsequently taken steps to improve it. The poor level of communication only makes it worse

[cudifying]

There is a gent called Sebastian who has answered my emails reasonably promptly in the past

Use: customercare@devialet.com

Your experience is indeed shameful. Generalising, customer support dropped during Covid and very few firms have subsequently taken steps to improve it. The poor level of communication only makes it worse

Thanks Chris. I've just sent out an email briefly describing my case and mentioned that Sebastian was recommended to me in aiding to resolve this. It's interesting to note that so far I've been in contact with (I dont want to publicly mention her) from support@devialet.com, not customercare@devialet.com.

I will keep you all updated (even if only for my own sanity). The support employee has since offered me another repair, however at this point I do not feel comfortable blindly sending in my Phantom again not knowing what process it'll go through. I'd rather they just offer me a reduction on an upgrade of my stereo pair now.

[cudifying]

I just had a very pleasant phone call with an associate of Sebastian, and the experience was a step in the right direction. We are exploring solutions that will resolve the whole situation. I should hopefully be able to update you all early next week.

[chrisc]

Maybe these French people are getting ready for their summer holidays....

[cudifying]

To keep everyone updated, Devialet reached out with a very kind offer to make this situation right. We are still working out the details, but I'm happy to say that reaching out to customer care was the best possible way to a pragmatic solution @chrisc. My contact person at Devialet also let me know that they will be adjusting the repair process and have already started to implement improvements based on the feedback provided.

[Redwingnine]

To keep everyone updated, Devialet reached out with a very kind offer to make this situation right. We are still working out the details, but I'm happy to say that reaching out to customer care was the best possible way to a pragmatic solution @chrisc. My contact person at Devialet also let me know that they will be adjusting the repair process and have already started to implement improvements based on the feedback provided.

Happy to hear things are progressing on the right track.  My experience with Devialet customer service has been excellent, so glad to hear things are progressing.