(27-Jul-2016, 22:26)RebelMan Wrote: [ -> ]That's what comes with the territory of a new startup and the risks of early adoption. Devialet started with the resources they needed to produce the volumes they could manage at the time. When newer, better efficiencies where introduced dropping the costs from the heavens demand exploded. They were ill equipped to handle the increased volume and unfortunately it would not have been prudent to staff up prior to knowing what the demand would be.
As for other products, like the Phantom, in the pipeline distracting their focus from core products improvements and support, I can assure you those plans were long in the making and the apparent fall from grace (as a result) as seen by some early adopters is merely coincidental. Perhaps if customers could put themselves in Devialet's shoes there would be more understanding. I'm not saying they don't have problems to fix they do. I am saying if you are gonna make a commitment (early on) then be committed to the whole process. It's okay to air experiences and frustrations when they occur. It's not okay to make it personal (bashing) in a public forum.
While I admire your forgiving attitude, it still surprises me. The mitigating factors you mentioned:
- demand exploded
- other products...distracting their focus
- ill equipped to handle the increased volume
all reflect poor business planning and market assessment. It's a problem that many companies face, and good companies deal with successfully.
I can easily "put myself in Devialet's shoes" as I run a privately-owned services business. I know first hand what it feels like to face those problems, and I know they are not easy to solve. I am equally critical when we make the wrong decisions which might disappoint customers, although we have been fortunate and/or careful enough not to get it badly wrong.
As a customer, the commitment I made was to buy a product on good faith based on claims made by the manufacturer. That is the start and end of it, it's a simple enough transaction; I don't understand what is the "whole process" you mentioned and why as a customer -- rather than a shareholder, for example -- I should be committed to that as well.
My point is that buying a product does not require me to be a fan of the company that made and sold the product from that point onwards. If they behave well, I'll praise them (and have done on this forum); if not, it seems reasonable to point out where they're going wrong.
Part of the "behaving well" side is how they deal with existing customers when the product they bought doesn't perform as advertised. That is an opportunity for them to shine, which they can choose to take or leave. Another is whether they stick to what they say when they make public statements about what they're going to do. These are the areas where I think Devialet have not performed very well.
Whether one decides to "forgive and forget" over this sort of thing is personal and I suppose depends very much on circumstances: one's attitude to risk, whether it's a significant financial outlay, etc. As I said, I do admire your willingness to forgive, but personally while realising that perfection can't be achieved I do expect better from the companies I buy from and do not enjoy the feeling of being taken for a ride.
Just to be clear, I think the 400 sounds great and in most respects I am very pleased with it. I am also impressed that Devialet have continued to make innovations to the design of the Expert series, and to make them available to existing owners. Leaving aside any discussions over the cost of the upgrade, the fact that it is even possible is something to applaud and be excited about.
To come back to the topic of the thread, I would like to hear a 440 Pro back-to-back against my 400 and decide on that basis alone whether to go ahead with the upgrade. At the moment my gut feeling is not to throw more money in Devialet's direction but if the upgrade gives a really clear improvement in sound quality I might be tempted. Especially as I see from another thread that it renews the five-year warranty.
I will certainly not be upgrading just on the promise of an as-yet undefined streamer board scheduled to arrive in a year or so. Given Devialet's past performance that seems to me to be an extremely risky proposition. If/when the streamer board materialises and its capabilities are known, I'd consider it on its merits then.
