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[Eddye]

D: I know right. The issue is that sometimes the marketing gives us dates that are never respected so clients are frustrated and that is normal.

This sticks out to me, when customer frustration is considered normal you have a serious problem in your company.

[Antoine]

Well of course we shouldn't forget that it's very hard for a multinational that has thousands of employees over the whole world in different countries with different cultures, dozens of divisions that each release multiple new products each and every year (in very different categories) to keep their support employees up to date. It's hard even for their specialists to keep track!

Oh wait, silly me, I had a different company in mind!! Devialet of course only has about sixty employees and two main product lines.

Why would they even think of each and every contact any customer has with their single point of contact (Customer Care) could be an opportunity, they're patent hoarders. Patents matter, and investors not customers! Us low lifes should shut up and contact our dealers for our fixes.

[MightyMart]

D: I know right. The issue is that sometimes the marketing gives us dates that are never respected so clients are frustrated and that is normal.

This sticks out to me, when customer frustration is considered normal you have a serious problem in your company.

I think the support team member meant that the customers reaction (our frustration) is a normal reaction in a situation like this. And like I said, the support team really shouldn't be blamed for this if you ask me. They are desperately trying to cover up for the inability of others to communicate. 

And on the upside, the bad communication could mean that this is still a company run by engineers and not by the marketing/financial staff... 

[Eddye]

Well of course we shouldn't forget that it's very hard for a multinational that has thousands of employees over the whole world in different countries with different cultures, dozens of divisions that each release multiple new products each and every year (in very different categories) to keep their support employees up to date. It's hard even for their specialists to keep track!

Oh wait, silly me, I had a different company in mind!! Devialet of course only has about sixty employees and two main product lines.

Why would they even think of each and every contact any customer has with their single point of contact (Customer Care) could be an opportunity, they're patent hoarders. Patents matter, and investors not customers! Us low lifes should shut up and contact our dealers for our fixes.

Seems you're right on the money (pun intended)

[blair.athol]

I visited my Devialet dealer in Frankfurt today. Hifi Profis / Raum und Tonkunst are one of the biggest sellers of high end gear in Germany. it turned out that they were not even aware of the planned upgrades of the Expert line. Really sad and obviously a no way communication of Devialet...

[Eddye]

D: I know right. The issue is that sometimes the marketing gives us dates that are never respected so clients are frustrated and that is normal.

This sticks out to me, when customer frustration is considered normal you have a serious problem in your company.

I think the support team member meant that the customers reaction (our frustration) is a normal reaction in a situation like this. And like I said, the support team really shouldn't be blamed for this if you ask me. They are desperately trying to cover up for the inability of others to communicate. 

And on the upside, the bad communication could mean that this is still a company run by engineers and not by the marketing/financial staff... 

I think the customer supporter let slip how it's perceived at their end, and that means C.S. is aware of the miscommunication and the effect that has on the customers. They've probably informed their management and management isn't successful in changing that perception. Devialet's customer care is now (and has been for some time) well below standards (I'm really putting it mildly).

And I don't see your upside as an upside. It takes many disciplines to run a successful company. Engineering is certainly one, marketing and sales is another, et cetera. Typically engineers don't much care for customer feelings.

Just my 2 cents.

[Confused]

Of course Devialet can communicate! I received this earlier:

https://twitter.com/quentinsannie/status...2381800449

[Antoine]

I visited my Devialet dealer in Frankfurt today. Hifi Profis / Raum und Tonkunst are one of the biggest sellers of high end gear in Germany. it turned out that they were not even aware of the planned upgrades of the Expert line. Really sad and obviously a no way communication of Devialet...

You should really send them a link to the pictures of the foie gras etc. etc. It's here: http://devialetchat.com/showthread.php?t...7#pid40027

[Antoine]

Of course Devialet can communicate! I received this earlier:

https://twitter.com/quentinsannie/status...2381800449

That guy really is only interested in communicating with VIP's like Hollande and the media. But if he keeps running his company like this long enough he can go back to answering support questions like when he started. Example here: http://devialetchat.com/showthread.php?t...338#pid338

[Confused]

Oh, by the way, in my experience many engineers are very good communicators, and indeed also care about customers. I might be a bit biased in this view, being an engineer myself. In many engineering disciplines, the ability to communicate clearly and accurately is paramount.

I am quite sure that Devialet's communication issues are organisational and basically the fault of the management. From what I have seen, they don't let the engineers communicate, or at least restrict what they can say.