Yet another Dual Mono Configuration Glitch!

[Confused]

In a recent correspondence with Devialet regarding Dialog, as a footnote I asked about progress with fixing the Configurator bugs. Their response was "Several bugs were actually fixed with the new one." No mention of when this "new one" was, I am assuming it is the old (ish) one from last year - the one that is rammed full of bugs. Has anyone ever got a straight answer from these guys?

[brit]

In a recent correspondence with Devialet regarding Dialog, as a footnote I asked about progress with fixing the Configurator bugs.  Their response was "Several bugs were actually fixed with the new one."  No mention of when this "new one" was, I am assuming it is the old (ish) one from last year - the one that is rammed full of bugs.  Has anyone ever got a straight answer from these guys?

I had a few problems with the Configurator when trying to configure the Companion Unit of my D400 a couple of weeks ago. The problems occurred when trying to re-configure from my "saved Configurations" held on "My Maison" - when I called up my "saved Configurations" and tried to amend, the system wouldn't allow me to. I overcame the problem by starting a brand new Configuration - which worked fine. I informed Devialet of the problem, and was told that they were aware of the issue and were working on a fix! I haven't tried to re-Configure from my "saved Configurations" recently (if it isn't broken don't fix it!) so do not know whether a fix has been introduced - the trouble with Devialet is that they do not tell you when they have "fixed something" and there is no "issue number" associated with the Configurator to let you know if an update has been introduced !

In the early days of Devialet ownership, I seem to recall a (fairly) regular Newsletter to update on "things" Devialet, but that seems to have stopped - perhaps they are all too busy answering the various complaints that are flying around! Such a Newsletter would be a good idea just to keep us in the picture on these sorts of "fixes" and also keep us abreast of what is happening with Dialog, Phantom, et al.

David

[Confused]

David - I could not agree more!

[GuillaumeB]

In the early days of Devialet ownership, I seem to recall a (fairly) regular Newsletter to update on "things" Devialet, but that seems to have stopped - perhaps they are all too busy answering the various complaints that are flying around! Such a Newsletter would be a good idea just to keep us in the picture on these sorts of "fixes" and also keep us abreast of what is happening with Dialog, Phantom, et al.

David

Yup couldn't agree more. Intelligent communication with the customer base is what's currently lacking. A monthly html from Devialet would probably do it with updates on progress with various things: known bugs, new products etc. Even better: Devialet representatives could occasionally come on here and answer questions!  

The trouble is it's very difficult to communicate effectively when things are constantly changing, as seems to be the case at Devialet. Effective communication also depends on a certain level of openness. We don't expect Devialet to tell us their trade secrets but we do expect them to be frank about known issues and their progress with addressing them.

It's also plainly obvious that Devialet has had its eyes fixed on the new product range for some time now and consequently much of the work to fix AIR etc has been put on hold. So perhaps there just hasn't been much to report.   

Guillaume

[Rufus McDufus]

It's also plainly obvious that Devialet has had its eyes fixed on the new product range for some time now and consequently much of the work to fix AIR etc has been put on hold. So perhaps there just hasn't been much to report.   

I would be sad if they really are working on new products to the exclusion of fixing bugs with the current ones. I think there's a lot of truth to this though. The problem is those of us who've suffered the worst of the bugs are hardly likely to invest in the next product when it comes out, and some will be so frustrated they'll become vociferous in criticising Devialet which is hardly going to help either. And the people who currently own Devialet 'Experts' are almost certainly going to be the core customer base for the replacement range.  They really need to up their software maintenance, not just development.  I almost get the impression they're thinking 'sod it, we can't fix this, we have to give up on it, let's just focus on the new product and hope the old one and its customers go away quietly'.

[f1eng]

I am sure they don't hope the original customers go away.
As an engineering business they are superb IMHO.
As a software house they are neither open nor adequately documented.
The web site is now mainly screen candy and marketing puff and useless compared to the original. Even the useful links are missing from many pages.The help system does respond promptly, though.

It seems clear that the idea for the Phantom came long ago and that SAM is an offshoot of that work so it surely predates the current models.

My system worked fine until this week but I am not somebody who feels the inclination to change things often, my cars are 24, 18 and 2 years old. I bought the Devialet after being content with the same system (turntable, CD transport, DAC, preamp monoblocs and speakers) for 15 years. I haven't tried the configurator since last July.
This week I installed a new Airport to my network in my study. Our house is wide and the study is at the far corner of the house from my listening room so I have a bridge airport (a time capsule) in the listening room and this has been the source for AIR. I am assuming the new box in the study is more powerful and just is received by the Devialet because now my wireless signal is too weak to use wireless Air at all. Oh dear.
Perhaps its time to try a new config just for the fun of it all.
I have a vague inkling to know what brown noise sounds like.

[Confused]

Frank - you are almost too polite! I had look at their website today, it took me nearly five minutes to find the query page. I am now of the opinion that Devialet have totally lost the plot and decended into a pit of idiotic doom.

[brit]

Frank - you are almost too polite!  I had look at their website today, it took me nearly five minutes to find the query page.  I am now of the opinion that Devialet have totally lost the plot and decended into a pit of idiotic doom.

I think that I must agree with you here - the web page is a complete shambles, with no logical linkages to any of its subsidiary pages, for e.g. the help page. It is all aimed at selling Phantom! 

I was always taught that a Company, such as Devialet, in a specialist market such as high end Audio, must engender "Brand Loyalty"  to maintain its customer interest - I think I read in another Post that Devialet consider their Product life to be 3-4 years (my view is, that for a product in the Devialet price range, this is ridiculously short, especially as they sell it on the basis that it is eminently upgradable through software upgrades). I am afraid that Devialet's recent Customer Relations, and Technical Support, performance is fast losing any Loyalty I may have had, and I would think very strongly before I invested in any new Devialet Product, or recommended any of my friends to buy Devialet! Sorry but going off topic here.
 
David

[Mikeeo]

I can only agree what has been said so far and I have retained my self from stronger words about what has happened with Devialet. This customer distant, head in the ground and hybris behavior already started when the CEO of Devialet sent us the highly subjective questionary and at the same time 'down' graded the homepage. And it has been a down winding spiral all since that send out from the CEO. I was highly negative then which trigged me to write an answer to the CEO, in a very correct but hard tone about my suspicion that Devialet was going the lifestyle way and as such would leave us 'experters' unattended. No answer to my mail and here we are now!
The only reason for me to go to the Munich show this spring is to wrench the arm of Devialet and front them there and then in front as many people as possible. I have a conference in Paris in the beginning of March but I doubt I will have the time for an uncalled visit.

I start to doubt that we will see any news or other update for the expert line. If, they better do it big so all old grunge will be forgotten...but I doubt that to

/Mike

[mirekti]

Product Life set to 3-4 years is fine imho, and it is present in many electronics companies. In those three years product must become mature, and all unforeseen bugs fixed.
The question is how long will the product be supported. I wouldn't mind if they came up with new HW every three years as long as they would support old ones in 10-15 year period.
This should be one of the reasons/treats of a high end company.