Devialet Chat

I was given a White Phantom with some cosmetic dings, but it still worked perfectly. Fast forward to last week when I tried listening to some music and nothing happened. I tried reset procedures etc., but the Phantom seems to be dead. 

I reached out to Devialet, and here's their response:

Quote:..the warranty was expired already, we offer you a discount price for repair it out of warranty. The process will be we picking up the old Phantom from you, then you order a new model from us with discount price then we ship you a brand new one.

Here is the repair program price list:

Phantom white: USD 1,090
Phantom Silver: USD 1,290
Phantom Gold: USD1,690

The notion of having to pay 65% of the original Phantom cost to get it replaced, with no repair option seems absurd.

Has anyone else had these types of issues? I'm incredibly disappointed that a speaker of this cost/quality fails less than 2 years outside of the original warranty expiration, and that Devialet treats their loyal customers like this. This lack of support/reparability will tank the resale value of these devices, which impacts all of us.

Look at how Naim stands behind their products, or how Tesla supports early adopters of their vehicles. They don't do this just because they're generous, they do it because they know it's good for business in the long term. I for one will never buy a Devialet product again, and I highly encourage all of you to consider this the next time you're considering spending thousands on one of their products.

Yeah it is pretty bad. I will just make sure my golds are on my home contents insurance with accidental damage once the guarantee is up

Insane yeah! I already decided a long time ago never to spend another euro on their products again.
Totally understand that you're doing the same.

If I am reading your post correctly you are not the original purchaser. I don’t think it is unreasonable for Devialet to not offer a free replacement if they are out of warranty.

I've heard before that the Phantoms are not repairable, so a problem such as the OP has encountered can only be resolved by a replacement. A 65% discount on something that is well out of warranty is not so unreasonable, but designing a product that cannot be repaired may be. Does Devialet allow Phantom owners to extend their warranty before it expires? If so, you might get them to agree to allow you to buy that extended warranty in order to get warranty support. Hey, it's Christmas! Maybe they'll consider it.

(15-Dec-2018, 19:46)Rodrat2 Wrote: [ -> ]If I am reading your post correctly you are not the original purchaser. I don’t think it is unreasonable for Devialet to not offer a free replacement if they are out of warranty.

You're reading it correctly - I am not the original purchaser. However, I don't expect Devialet to give me a free replacement - there's a reason they have a time limit on their warranty.

(16-Dec-2018, 00:05)mdconnelly Wrote: [ -> ]I've heard before that the Phantoms are not repairable, so a problem such as the OP has encountered can only be resolved by a replacement.   A 65% discount on something that is well out of warranty is not so unreasonable, but designing a product that cannot be repaired may be.   Does Devialet allow Phantom owners to extend their warranty before it expires?     If so, you might get them to agree to allow you to buy that extended warranty in order to get warranty support.   Hey, it's Christmas!  Maybe they'll consider it.

It's not a 65% discount! If I wanted to get my White Phantom replaced, I'd have to pay USD 1,090 (65% of the original cost - a 35% discount). 

My main concern is that these devices are not repairable. There are not any third parties that can work on them, and Devialet won't even attempt to fix a broken unit. The only option for anyone with a broken Phantom is to stump up a very large sum of money to get a new one.

Do you know that guarantee is a voluntary benefit of a manufacturer ?

Warranty is often not transferable to the second purchaser at many manufacturers.

I think they would decide in another way, when you would be the first purchaser.

When you say you were given a white phantom do you mean it was free?

I hear what your saying. I'm personally trying to decide whether or not to buy a pair of golds. I'm worried they will break down after two years and then I'll have an incredible sounding speaker that can't play music.

(16-Dec-2018, 22:11)NickB Wrote: [ -> ]When you say you were given a white phantom do you mean it was free?

Maybe it's the replacement Phantom mentioned here: https://devialetchat.com/Thread-Cracked-...8#pid44698?