(20-Jul-2016, 13:47)RebelMan Wrote: [ -> ]Devialet values their customers otherwise they wouldn't be in business.
At the risk of taking this further off topic, I don't think you can draw that conclusion simply from the fact that Devialet (or any company, in general) is in business.
If you're making a comment about Devialet's motivation for being in business, it is to make a profit for their shareholders. That does not necessarily depend on valuing their customers.
A better argument would be that if they didn't value their customers, they would go out of business. Of course I agree with that, in the long term, but only once they're living off continuing sales rather than large injections of capital.
I'm certainly willing to give Devialet the benefit of the doubt and call their to-date lack of business acumen in marketing, communication and customer retention as nothing more than misplaced priorities and business growing pains. My hope is that will all change. I love my Expert and dearly want to see Devialet succeed.
Growing strength in these areas, however, is far more than just hiring someone and assigning them to do it. A good example is to look at how Roon Labs communicates with and supports their customers. That is proactively accomplished by establishing a strong, customer-centric philosophy and assigning sufficient resources that actively and eagerly engage.
Caveat: I'm just a customer of both Devialet and Roon Labs and find it fascinating to observe the opposite extremes in customer interaction and support. Yet both companies sell stellar, highly praised products.
+1 to Thumb5's & mdconnelly's words.
I think we have pretty much established that Devialet make some fine products, but communication and software development are week spots. Plus, there have been some positive development recently, from what I observed at the Oxford Audio event and from what a couple of people have posted recently, it does look like Devialet are listening and taking notice. Time will tell how they will react.
I think its also worth remembering that this forum is a useful recourse for Devialet owners, sorting out problems, sharing ideas, experience of ancillary items, and so on. However, currently about one post in every three descends into Devialet bashing, which is diluting the usefulness of the forum. OK, I am not saying Devialet don't deserve most of it. Indeed, I have been very critical of Devialet myself recently, but there are specific threads where such criticism remains in context (such as the AIR petition), but often such posts are out of context, repetitive and not very helpful.
It might be time to chill out and play some favourite music!
(20-Jul-2016, 15:42)thumb5 Wrote: [ -> ] (20-Jul-2016, 13:47)RebelMan Wrote: [ -> ]Devialet values their customers otherwise they wouldn't be in business.
At the risk of taking this further off topic, I don't think you can draw that conclusion simply from the fact that Devialet (or any company, in general) is in business.
If you're making a comment about Devialet's motivation for being in business, it is to make a profit for their shareholders. That does not necessarily depend on valuing their customers.
A better argument would be that if they didn't value their customers, they would go out of business. Of course I agree with that, in the long term, but only once they're living off continuing sales rather than large injections of capital.
It may be slightly off topic but then again it is apropos given the context of the Oxford event.
It would be a bit naive to conclude that Devialet started this business without the intent of having valued customers. The old adage "if you build it they will come" is applicable to every business. How well they execute the (business) plan is what matters to investors. It stands to reason all companies aim to be profitable but profit follows sales which follows product which follows market which are the (target) consumers. To be in business for any other reason is a doomed recipe from the start.
Devialet has succumbed to the same problem that plagues all young companies that have a great product but not the means to fully supply the demand for it and to properly provide the services that are necessary. If they want to continue this business and be successful at doing so things will need to improve. What is happening here is nothing new but it is unfortunate. Fortunately, they already know this and they are showing a willingness to address their customer's feedback. This speaks well of them as many other businesses would be less inclined.
(19-Jul-2016, 08:19)RebelMan Wrote: [ -> ]Plans change personally and professionally Antoine. It's not necessarily misleading but perhaps poor planning.
Oh please...I'm not a naive 4y old.
(20-Jul-2016, 18:55)Antoine Wrote: [ -> ] (19-Jul-2016, 08:19)RebelMan Wrote: [ -> ]Plans change personally and professionally Antoine. It's not necessarily misleading but perhaps poor planning.
Oh please...I'm not a naive 4y old.
You have no proof to the contrary, just supposition. You don't have to be naive but you do have to have the facts. Personal experiences are not conclusive evidence that they "lied".
(20-Jul-2016, 15:00)Dr Tone Wrote: [ -> ] (20-Jul-2016, 13:47)RebelMan Wrote: [ -> ] (19-Jul-2016, 11:04)thumb5 Wrote: [ -> ]Sure, but when plans change, professionals explain what's changed and why it's changed. That doesn't seem to have happened in this case: rather, something Devialet said would happen just silently didn't happen. Or arguably vice versa. That is just casual disregard for customers, in my opinion, and can't be described as "professional" (I know that's not quite what you meant, but my point stands anyway).
Not necessarily. Devialet values their customers otherwise they wouldn't be in business. They just have to learn how to adapt to the sudden growth of their business and improve on the various processes, which takes time. It still impresses me how quick to market they managed to bring the DP and simultaneously turn the industry on its head.
I'm sorry, but you have definitely been drinking too much of the special Devialet Kool-Aid!
LOL, perhaps. Not really though. I've been around the block a few times. It's par for the course with high-end boutique audio gear.
(20-Jul-2016, 18:26)RebelMan Wrote: [ -> ]It would be a bit naive to conclude that Devialet started this business without the intent of having valued customers. The old adage "if you build it they will come" is applicable to every business. How well they execute the (business) plan is what matters to investors. It stands to reason all companies aim to be profitable but profit follows sales which follows product which follows market which are the (target) consumers. To be in business for any other reason is a doomed recipe from the start.
The last thing I will say on this sub-topic is that there's a difference between valuing the customers' money, and valuing the customers themselves. This might become evident when repeat business is not very important, for example because the target market and/or product range is always changing.
(20-Jul-2016, 19:18)thumb5 Wrote: [ -> ]The last thing I will say on this sub-topic is that there's a difference between valuing the customers' money, and valuing the customers themselves. This might become evident when repeat business is not very important, for example because the target market and/or product range is always changing.
I don't think you can make the division. They are in the business to make money not friends. However, if they have personally offended you then you have a point.
(20-Jul-2016, 19:07)RebelMan Wrote: [ -> ] (20-Jul-2016, 18:55)Antoine Wrote: [ -> ] (19-Jul-2016, 08:19)RebelMan Wrote: [ -> ]Plans change personally and professionally Antoine. It's not necessarily misleading but perhaps poor planning.
Oh please...I'm not a naive 4y old.
You have no proof to the contrary, just supposition. You don't have to be naive but you do have to have the facts. Personal experiences are not conclusive evidence that they "lied".
I believe you were responding to my post here:
http://devialetchat.com/showthread.php?t...1#pid44451 At least it's there where I used the word 'misled' which you used in your reply.
You were hypothesizing about the reasons not me. I don't even care about the reasons (and don't see why I or any customer would or should) and just stated fact; They didn't close the upgrade window on the date communicated and I feel misled. Period!