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.
@
Greg
Below is an example of my recent dealings trying to get help from Devialet:
- April 3, 2018 - Core Infinity upgrade carried out on my 1000Pro at Dealer's showroom
- April 4, 2018 - phoned my Dealer to advise I was having issues with my 1000Pro after the Core Infinity Upgrade. They advised it would be best for myself to contact Devialet directly as they wouldn't be able to help
- April 6, 2018 - phoned Devialet Paris, and asked if it was possible to speak with someone regarding my problems with the Core Infinity upgrade to my 1000Pro. Advised that I had to correspond via emails and I couldn't speak to anyone directly
- April 24, 2018 - phoned Devialet Paris and again asked if it was possible to speak with someone regarding my problems with the Core Infinity upgrade. Again advised that I had to continue with emails and I couldn't speak to anyone directly
- April 26, 2018 - Raised query ticket with Devialet Help Centre (DHC)
- June 1, 2018 - Finally received a reply from DHC. 36 Days it took for DHC to reply to my raised ticket, and the some total of their reply - "how can we help you" - eh, please read my queries from 26th April
- June 4, 2018 - DHC send me an email saying they want to close my ticket as I haven't replied to their reply of the 1st June
- June 6, 2018 - DHC close my ticket
So it takes DHC 36 days to reply to me, but after 3 days of no reply from myself they want to close the ticket. I was away with work and only just returned today, so not had time to reply to DHC, but why now the time restrictions on myself replying to the ticket (no time restriction on them replying), that's just crazy
This appears (to myself) to be a numbers game now - close ticket and therefore stats show no queries outstanding from myself. If this approach is carried out for multiple ticket queries then Devialet can say that the number of open queries against closed has decreased (yes, very cynical of myself I know).
Yep, this new CEO is certainly a breath of fresh air, not (for me)!!!!!!
Joking aside, except for the invite only presentation at Munich, the help from Devialet has deteriorated from a previous low (for me) to just about rock-bottom now.
Cheers
John
(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 had enough of this BS with Devialet support. Tried to fix config issue, took them 4 weeks to get back . Did not resolve the issue. Sold my Devialet 200 very next day. Luckily I did not upgrade to pro would have wasted more money. Lot of unhappy customers with Devialet laid-back customer service.
I had a quite different experience. Last month I sold my D200 and bought D220. May 24 I contacted Devialet customer service to ask how to remove the D from my account.
May 25 I got a message from Devialet to ask for the serialnumber and later that same day Devialet informd me that my D200 was removed from my account.
Experiences with customer services are very different. In my case Devialet did very well.
Simon
(07-Jun-2018, 11:30)sdn660 Wrote: [ -> ]I had a quite different experience. Last month I sold my D200 and bought D220. May 24 I contacted Devialet customer service to ask how to remove the D from my account.
May 25 I got a message from Devialet to ask for the serialnumber and later that same day Devialet informd me that my D200 was removed from my account.
Experiences with customer services are very different. In my case Devialet did very well.
Simon
+ 1.
No complaints, so far.
Each time I had problems they took 3 or 4 days to respond, max.
Even with the upgrade process, took only a week.
Lucky me, apparently...
Same here. Upon the return of my ugraded 220 Pro Core Infinity, I received a customs claim for 25% of the value of the upgrade. I paid it and got a close follow up from Devialet ending with a direct refund to my account. Same with other account issues. I only wish everyone would have the same experience.
It does seem strange. Up until these last two requests, I have always had excellent service from them on quite a few occasions previously. Up until now I have been very happy with their responses.
(07-Jun-2018, 14:34)Greg Wrote: [ -> ]It does seem strange. Up until these last two requests, I have always had excellent service from them on quite a few occasions previously. Up until now I have been very happy with their responses.
Try to keep the pressure, sending mails after mails but withh cc to your local dealer.
Use the Devialet online support too. Sooner or later they must want to stop the "noise".
Yes, great follow up here in the US from Devialet service staff, no complaints from me!