Finally!
Only seven years after the release.
Good move from Devialet... or maybe they where forced by legislations? Anyway, doesn't matter which - users can finally get Phantoms repaired!
It's good news generally, but I was slightly disturbed by the line that says people with Devialet Care will get preferential rates on repairs. It looks like they are trying to change the cheap replacement clause in the Devialet Care T&C in favour of a repair and have changed the wording from 'can be replaced once at a preferential price' to 'can be repaired once at a preferential price' which kinda negates the reason for buying Devialet Care in the first place.
(20-May-2022, 20:03)Laura Wrote: [ -> ]It's good news generally, but I was slightly disturbed by the line that says people with Devialet Care will get preferential rates on repairs. It looks like they are trying to change the cheap replacement clause in the Devialet Care T&C in favour of a repair and have changed the wording from 'can be replaced once at a preferential price' to 'can be repaired once at a preferential price' which kinda negates the reason for buying Devialet Care in the first place.
Ooh, that's a bit sneaky if it applies, as I preume it does(?), to existing agreements. Were the replacement units new or refurbs? If the latter then I guess the difference is really moot.
(21-May-2022, 12:42)struts Wrote: [ -> ] (20-May-2022, 20:03)Laura Wrote: [ -> ]It's good news generally, but I was slightly disturbed by the line that says people with Devialet Care will get preferential rates on repairs. It looks like they are trying to change the cheap replacement clause in the Devialet Care T&C in favour of a repair and have changed the wording from 'can be replaced once at a preferential price' to 'can be repaired once at a preferential price' which kinda negates the reason for buying Devialet Care in the first place.
Ooh, that's a bit sneaky if it applies, as I presume it does(?), to existing agreements. Were the replacement units new or refurbs? If the latter then I guess the difference is really moot.
As far as I am aware, the replacement is / would have been a brand new one. It's a good question as it' not like you get a policy document when you take out Devialet Care, there are just general T&C on their website.
(25-May-2022, 17:34)Laura Wrote: [ -> ] (21-May-2022, 12:42)struts Wrote: [ -> ] (20-May-2022, 20:03)Laura Wrote: [ -> ]It's good news generally, but I was slightly disturbed by the line that says people with Devialet Care will get preferential rates on repairs. It looks like they are trying to change the cheap replacement clause in the Devialet Care T&C in favour of a repair and have changed the wording from 'can be replaced once at a preferential price' to 'can be repaired once at a preferential price' which kinda negates the reason for buying Devialet Care in the first place.
Ooh, that's a bit sneaky if it applies, as I presume it does(?), to existing agreements. Were the replacement units new or refurbs? If the latter then I guess the difference is really moot.
As far as I am aware, the replacement is / would have been a brand new one. It's a good question as it' not like you get a policy document when you take out Devialet Care, there are just general T&C on their website.
I don't have Devialet Care. I just spoke to Devialet about aesthetic repairs. Sadly I have a single dent in each of my two Phantoms. The quote over the phone was $500 CAD each for a total of $1000 (They also quoted $400 USD each). There is a form to fill out that they are sending me and a request to include photos.
Seems quite expensive to pay $1,000 for the repair of two small dents so I'm not sure I will proceed (even though they drive me crazy).
They said it would ship to France for the repair and that the total time for the whole process should be 15 days.
Wish I had two dents on one Phantom instead of one dent on each Phantom!
We shall see how it goes once I fill in the paperwork and if there is any other news.
I'm in the process of sending one of my dented Phantoms in for repair and so far I've been really impressed by the process. I appreciate that I can get through to someone on the telephone without having to hold. I was asked to supply a few photographs and a report generated by the app. Devialet are now sending out protective shipping materials. I don't think the cost is too expensive, considering it includes shipping to/from France, protective packaging, parts and labour. I'll provide an update when I get the speaker back.
I am personally beyond impressed with the customer service for a repair. I purchased my Phantom Gold's used, and got a great price on them for the main reason that both had visual damage to the cones. One is less visual and so I can live with it, the other had a bigger dent, plus the previous owner said there was a rattle coming from one side, so he tried to glue the cap to hold it in place and the glue job was terrible, with glue running down the side too. The woofers themselves play fine.
I contacted Devialet, and with a case opened, they asked for multiple pics of the each side, bottom and front. I also informed them that the tweeter had some cracks on it, and while it sounded fine at most volumes, it became distressed at much higher volumes.
So the quote was to keep the woofers but replace both aluminum caps as well as replace the tweeter, they will also check the WiFi radio as I did have some occasional audio dropouts so wanted to ensure the WiFi radio was fine while on the test bench.
Quote was $850CAD, which I thought was fair, considering that probably $100 CAD was to cover UPS shipping back and forth between Canada and France. The custom shipping box, shaped internally like the phantom, arrived within 5 business days, and UPS sent me pre-filled labels (3 copies) which I needed to sign and attach to the shipping box. Off it went to Devialet, a few days later I got a confirmation email stating that the Phantom arrived at their shop, and would be repaired, tested, and re-shipped within a 10 day period.
Sure, I could have instead jumped on the trade-in program, but that would mean $2100 CAD per Phantom, and based on my initial investment (landing them used for $1300 & $1800), I was not ready to blow another $4200CAD to upgrade, when all I needed was some cosmetic repair and a tweeter on one.
So overall, very pleased with their service, and I love their marketing images and slogans when they send out notification emails on the repair or shipping status, quite genius I must say.
As I wait for my repair to be completed, I will probably upgrade my remote to the new one too, as the old one, while slick, is guess work in terms of volume, and does not do more than that. Need to always open the app to see what volume level the system is playing at. The new remote is slick with the display built-in, plus transport control. So told Devialet to ship the new Remote 2 back with my Phantom Gold once the repair is completed.