Devialet Chat

Hi, I can only report positive! No matter if it was with Pro / CI upgrades or with questions of the configuration etc.

I have no problems either, had a reply at 8 this morning about an ongoing problem after I sent a reply last night at 22.00.

I have never had any problems with the response from Customer Support. My problem is with the complete disconnect between Marketing and R&D.

Well, it appears the problem is Devialet Help on Safari. The request submit button is missing. I sent a request from my PC and got a result in five minutes! Can’t grumble at that.

(09-Jun-2018, 13:19)Greg Wrote: [ -> ]Well, it appears the problem is Devialet Help on Safari. The request submit button is missing. I sent a request from my PC and got a result in five minutes! Can’t grumble at that.

Looks like a joke!  
But the problem is solved...

I wrote asking if my 220Pro could work with a partner without updating CI, comment that I wrote from Spain, well in 24 hours I was called by phone from Mexico a lady talking to me in my language and solving my doubts, I was stunned, with this service so amazing.....

(07-Jun-2018, 04:53)vishu Wrote: [ -> ]

(06-Jun-2018, 21:55)Greg Wrote: [ -> ]I’ve owned Devialet products for approximately two and a half years and have followed an upgrade process, now the proud owner of an Expert 250 Pro C/I which really floats my boat. Over the previous period I have moved from owning a basic 120 and have followed all the upgrades as they became available. During that time I have always had a rapid response from Devialet to any question I have put to them. That is one of the reasons I have had little time for some of the negative posts about Devialet that can be readily read on this forum. However, this (for me) does not seem to be the case now. 

Since 24th May, I have submitted two (for me) important requests through Devialet Help, and apart from the general automated response promising me a reply within 72 hours, nothing has happened. I have sent reminder messages and even these have not been responded to. My requests have not been unreasonable, by way of example, it now appears you can no longer un-register a product from your account when, as I have, sold a product on. This prevents the new owner of the right to register his new ownership. Certainly that is not reasonable or fair for him.

Is my recent experience typical (have I been unreasonably dissing naysayers) or have I just been unfortunate? I want to retain faith in Devialet, but this experience is not helping.

All observations gratefully received.

You realise it’s is 72 “business” hours?  That’s 2 weeks in normal language!  And if you have a further question will you have to wait a further 2 weeks?

In June I contacted Devialet in Paris about SAM for my speakers. Julien replied within a few days and was very helpful. I now hope Devialet and PMC are working something out.

(08-Jun-2018, 11:59)Zappydev Wrote: [ -> ]I have never had any problems with the response from Customer Support. My problem is with the complete disconnect between Marketing and R&D.

When my wife and I lived in France for five years, we bought a bedroom suite from a well-known store in Clermont-Ferrand in central France.  We were told the suite would arrive in about a month.  A month came and went and no furniture, so we visited the store to see what was happening.  The sales people threw their hands up and said, "We only sell the products; we're not responsible for delivery."  They gave us the number of the corporate headquarters in England (of all places) and we spent a frustrating three months trying to get delivery.  It's just different in France...

(06-Jun-2018, 21:55)Greg Wrote: [ -> ]I’ve owned Devialet products for approximately two and a half years and have followed an upgrade process, now the proud owner of an Expert 250 Pro C/I which really floats my boat. Over the previous period I have moved from owning a basic 120 and have followed all the upgrades as they became available. During that time I have always had a rapid response from Devialet to any question I have put to them. That is one of the reasons I have had little time for some of the negative posts about Devialet that can be readily read on this forum. However, this (for me) does not seem to be the case now. 

Since 24th May, I have submitted two (for me) important requests through Devialet Help, and apart from the general automated response promising me a reply within 72 hours, nothing has happened. I have sent reminder messages and even these have not been responded to. My requests have not been unreasonable, by way of example, it now appears you can no longer un-register a product from your account when, as I have, sold a product on. This prevents the new owner of the right to register his new ownership. Certainly that is not reasonable or fair for him.

Is my recent experience typical (have I been unreasonably dissing naysayers) or have I just been unfortunate? I want to retain faith in Devialet, but this experience is not helping.

All observations gratefully received.

I bought a 250 days before the upgrade programme was announced.  A couple of months later a 250 Companion was offered to me at a reasonable price so I bought that, all the while thinking I would upgrade the two in a little while.  Of course, the upgrade programme was stopped as I was saving up.  I complained and got a discount code for the next programme.   I kept asking when, no-one had an answer.
Now the upgrade programme is in full swing again (at a greatly increased price), I had a couple of questions to ask before going ahead ( like, what is my code worth?).  I asked them on 2 August (today being 17th).  Nothing.  I fortunately was given an email address of a Devaliet person who has been sort of helpful (at least he responded). I was asked to enter my discount code in the upgrade application - not recognised.  My contact apologised and said it would be at least another couple of weeks before I could expect a reply - they were short staffed.  Everyone knows France goes on holiday for August, so why did they launch the (expensive) programme, where there might be lots of enquiries 
) in the height of the summer season?  I really do despair.