Hi,
I've run into a problem...
I have two Silver Phantoms and a Dialog in a stereo setup. It has been working great for years. One of the Phantoms have stopped working and resetting it by pressing the button quickly three times does nothing. Neither does turning the power off and then on again. The speaker is not emitting any sounds on power-on (or at all). If I press and hold the button to turn it off and then on again I can faintly hear the that the speaker powers on.
The Devialet app is not able to discover the speaker, but I can still connect to it via Bluetooth. No sound from the speaker when trying to play music via bluetooth.
Does anyone have any ideas about what the issue might be and if I’ll be able to correct it myself?
Cheers
If you use a dialog you might still be on DOS1, so not sure if this can be done.
Have you tried a total “reset to factory” from the Webpage of your unit? You need to surf using his IP address.
Please refer to this post if you have any doubt:
https://devialetchat.com/Thread-Phantom-...web-server
Otherwise, while trying yourself - and with such a problem - I would also contact Devialet CS.
I tried all the tips and tricks I could think of but in the end nothing worked.
I then opened a case with Devialet Support and after a some days of trying all their suggestions and submitting error reports through the Devialet app, Devialet Support deemed it to be a hardware problem.
They then asked me to go to my local dealer to get the speaker replaced free of charge.
The dealer didn’t agree to this for several reasons, among others that the speaker was out of warranty, and redirected me back to Devialet Support.
Devialet Support were very helpful and asked me to return my speaker to them instead. They sent me a return box via UPS and today I received a brand new speaker free of charge.
Fantastic customer support. Although it took some time, all the exchanges with Support was very professional and friendly. They didn’t have to replace my speaker, and I definitely didn't expect them to (it was 4 years old), but they did it anyway without me even asking. A very good experience.
(22-Jul-2020, 17:11)Claus Wrote: [ -> ]I tried all the tips and tricks I could think of but in the end nothing worked.
I then opened a case with Devialet Support and after a some days of trying all their suggestions and submitting error reports through the Devialet app, Devialet Support deemed it to be a hardware problem.
They then asked me to go to my local dealer to get the speaker replaced free of charge.
The dealer didn’t agree to this for several reasons, among others that the speaker was out of warranty, and redirected me back to Devialet Support.
Devialet Support were very helpful and asked me to return my speaker to them instead. They sent me a return box via UPS and today I received a brand new speaker free of charge.
Fantastic customer support. Although it took some time, all the exchanges with Support was very professional and friendly. They didn’t have to replace my speaker, and I definitely didn't expect them to (it was 4 years old), but they did it anyway without me even asking. A very good experience.
Congrats,
That´s an amazing support example, lucky to deal with Devialet.
Enjoy your new Phantom.