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+--- Thread: Upgrade program kick-off (/Thread-Upgrade-program-kick-off)
RE: Upgrade program kick-off - octaviars - 01-Nov-2016
(01-Nov-2016, 20:52)marcor Wrote:(01-Nov-2016, 20:36)Xander Wrote: I brought the package to a UPC drop-off location, did not want to waist time waiting for the UPS driver.
I suppose that is another option, for the label did you needed to be home and receive it or was dropped in the mailbox?
You get the label in a mail, I printed it out and took the package and label to a UPS center and they put the label on the package and 24h later it was delivered to Devialet.
RE: Upgrade program kick-off - JoeW - 03-Nov-2016
My UPS label arrived via email. I packed my D 200 and dropped it off at the local UPS office in my city in the USA. A few hours later I learned that the shipment was being held for lack of a "commercial invoice". I called UPS and they guided me through the process of attaching it electronically to an existing shipment. In the meantime UPS sent the package back to my home. After discussing all this, the driver told me that the sticker indicated that Devialet had filed the commercial invoice as they were supposed to do. That's why the local UPS office didn't alert me to fill out the form he said. He scanned the package back into the UPS systems and I called UPS again the verify all of this. They confirmed that the package was back in the system and that Devialet had apparently dropped the ball on creating the commercial invoice. Hopefully this will all resolve. I am leaving out all the difficulties I had in even getting the UPS sticker. If you are sending your amp from the USA it would probably be a good idea to review these steps with UPS prior to giving them your amp.
RE: Upgrade program kick-off - sam1000 - 03-Nov-2016
Thanks JoeW. I have been waiting for a Label for last 4 days. I also opened another ticket with Devialet support because I could not pay via Paypal. There was 1 cent difference between the amount Devialet sent to Paypal and the amount on the invoice. I hope they resolve this soon so I can pay for the second unit using Paypal.
I understand the poor after sales service, but why make it difficult for the customers to pay them money :-)
RE: Upgrade program kick-off - actx76092 - 03-Nov-2016
I have been waiting for 16 days. . .multiple items opened. . "Problem with our process". . .going to cancel.
RE: Upgrade program kick-off - JoeW - 04-Nov-2016
(03-Nov-2016, 17:50)JoeW Wrote: My UPS label arrived via email. I packed my D 200 and dropped it off at the local UPS office in my city in the USA. A few hours later I learned that the shipment was being held for lack of a "commercial invoice". I called UPS and they guided me through the process of attaching it electronically to an existing shipment. In the meantime UPS sent the package back to my home. After discussing all this, the driver told me that the sticker indicated that Devialet had filed the commercial invoice as they were supposed to do. That's why the local UPS office didn't alert me to fill out the form he said. He scanned the package back into the UPS systems and I called UPS again the verify all of this. They confirmed that the package was back in the system and that Devialet had apparently dropped the ball on creating the commercial invoice. Hopefully this will all resolve. I am leaving out all the difficulties I had in even getting the UPS sticker. If you are sending your amp from the USA it would probably be a good idea to review these steps with UPS prior to giving them your amp.
I had to nudge UPS to attach my emailed commercial invoice to my shipment. It finally happened. Just to be sure I asked about whether Devialet was responsible for creating the commercial invoice and whether they could have done it electronically so it would be seamless from the user's point of view. She put me on hold and did some checking. She came back to say that the correct process would be for Devialet to electronically file the invoice, as the driver said, then she verified that they hadn't done this. When you go into the UPS Store to ship your unit, definitely raise this point and make sure the commercial invoice is created and sent with your shipment. You could call UPS with your tracking number and ask for help in doing this yourself electronically. I found UPS to be very helpful in advising how to fill out the form.
RE: Upgrade program kick-off - baddog - 04-Nov-2016
@JoeW - Thanks for the information. On what date did you do the upgrade with Devialet? I am in the US as well and still awaiting any response from them. So trying to get a sense of timing.
Thanks.
RE: Upgrade program kick-off - BrianT - 04-Nov-2016
When Devialet sent me (by Email) they sent 2 files 1 x UPS label and 1 x Commercial invoice and
asked me to print 3 copies and attach them on the shipping box as well as the 1 copy of the shipping label.
Here is a copy of the Email.
Hope this helps Brian
Dear Brian,
I am happy to announce, the Upgrade of your Expert Le 400 is now scheduled. Here are the first steps:
Schedule collection of your Expert Le 400
Call UPS on 1 800 742 5877 and confirm a collection date between Oct. 25 and Oct. 31 2016. Please respect the time slot to ensure your Expert Pro arrives back home to you as soon as possible.
Pack your Expert so it travels safely
Place your Experts, the power cables and the remotes in their original casing and seal with tape. Place the casing in the cardboard box and seal.
Place UPS label and three copies of the invoice on the cardboard box
You will find your UPS label and the invoice attached to this email which should be attached to the cardboard box.
Once UPS have collected your Expert
You can track your package on https://www.ups.com/.
Your tracking number can be found on the UPS label attached to this email.
Your Expert 440 Pro will arrive back home approximately 15 to 20 days after collection.
Thank you for your ongoing trust, I will inform you as soon as your Expert 440 Pro is ready to leave our workshop.
Yours,
Judith
Upgrade Program Manager
RE: Upgrade program kick-off - actx76092 - 04-Nov-2016
(04-Nov-2016, 00:58)JoeW Wrote:(03-Nov-2016, 17:50)JoeW Wrote: My UPS label arrived via email. I packed my D 200 and dropped it off at the local UPS office in my city in the USA. A few hours later I learned that the shipment was being held for lack of a "commercial invoice". I called UPS and they guided me through the process of attaching it electronically to an existing shipment. In the meantime UPS sent the package back to my home. After discussing all this, the driver told me that the sticker indicated that Devialet had filed the commercial invoice as they were supposed to do. That's why the local UPS office didn't alert me to fill out the form he said. He scanned the package back into the UPS systems and I called UPS again the verify all of this. They confirmed that the package was back in the system and that Devialet had apparently dropped the ball on creating the commercial invoice. Hopefully this will all resolve. I am leaving out all the difficulties I had in even getting the UPS sticker. If you are sending your amp from the USA it would probably be a good idea to review these steps with UPS prior to giving them your amp.
I had to nudge UPS to attach my emailed commercial invoice to my shipment. It finally happened. Just to be sure I asked about whether Devialet was responsible for creating the commercial invoice and whether they could have done it electronically so it would be seamless from the user's point of view. She put me on hold and did some checking. She came back to say that the correct process would be for Devialet to electronically file the invoice, as the driver said, then she verified that they hadn't done this. When you go into the UPS Store to ship your unit, definitely raise this point and make sure the commercial invoice is created and sent with your shipment. You could call UPS with your tracking number and ask for help in doing this yourself electronically. I found UPS to be very helpful in advising how to fill out the form.
When did you order? How long ago?
RE: Upgrade program kick-off - JoeW - 04-Nov-2016
(04-Nov-2016, 13:31)actx76092 Wrote:I submitted my order through a dealer on October 21. Unfortunately the dealer took my order over the phone and made several errors - name, street address and email address. That took days to resolve. I received the UPS sticker on October 28. Now I'm still trying to get the paper work through UPS as they sent my equipment back for the second time. It's back in their hands again but in a private office with a person with whom I have a direct line. There are actually two forms needed: the commercial invoice and an SED form. I have been on the phone most of this morning being led through the process of filling that out. In the meantime I was called by Devialet USA and they are now very aware of this situation and are taking action. I am now expecting emails from them with both forms properly filled out and he said that they are doing this for all pending USA upgrade orders. Crossing my fingers.(04-Nov-2016, 00:58)JoeW Wrote:(03-Nov-2016, 17:50)JoeW Wrote: My UPS label arrived via email. I packed my D 200 and dropped it off at the local UPS office in my city in the USA. A few hours later I learned that the shipment was being held for lack of a "commercial invoice". I called UPS and they guided me through the process of attaching it electronically to an existing shipment. In the meantime UPS sent the package back to my home. After discussing all this, the driver told me that the sticker indicated that Devialet had filed the commercial invoice as they were supposed to do. That's why the local UPS office didn't alert me to fill out the form he said. He scanned the package back into the UPS systems and I called UPS again the verify all of this. They confirmed that the package was back in the system and that Devialet had apparently dropped the ball on creating the commercial invoice. Hopefully this will all resolve. I am leaving out all the difficulties I had in even getting the UPS sticker. If you are sending your amp from the USA it would probably be a good idea to review these steps with UPS prior to giving them your amp.
I had to nudge UPS to attach my emailed commercial invoice to my shipment. It finally happened. Just to be sure I asked about whether Devialet was responsible for creating the commercial invoice and whether they could have done it electronically so it would be seamless from the user's point of view. She put me on hold and did some checking. She came back to say that the correct process would be for Devialet to electronically file the invoice, as the driver said, then she verified that they hadn't done this. When you go into the UPS Store to ship your unit, definitely raise this point and make sure the commercial invoice is created and sent with your shipment. You could call UPS with your tracking number and ask for help in doing this yourself electronically. I found UPS to be very helpful in advising how to fill out the form.
When did you order? How long ago?
RE: Upgrade program kick-off - baddog - 05-Nov-2016
Well finally today after placing my upgrade order on October 17th I received my "email" from Judith.
Please note I am in the US.
One change from some of your experiences is the instructions, note they now include a UPS label, (commercial) invoice and shippers export declaration.
Place UPS label, 3 copies of the invoice and the shipper's export declaration on the cardboard box
You will find your UPS label, the invoice and the shipper's export declaration attached to this email which should be attached to the cardboard box.
They actually are also sending me the group packaging so that my master and companion can be returned in one box as I bought them one month apart and not as a set. However thanks to reading the wise words of another user here, I taped my two boxes securely together and then wrapped them securely in brown wrapping paper so they could be shipped as one ( and boy of boy it takes a LONG time to wrap them properly in brown wrapping paper ).
I verified with the Devialet rep who had contacted me that it was ok to ship back in the method described above since I had all my original packaging rather than wait until next week for the packaging to arrive. So long story short, finally dropped it off a UPS this afternoon for its journey home.
Now if you have been following my saga, you will note that while I ordered my upgrade on the 17th of October it has been in limbo for quite some time. It appears that quite a few upgrades were processed and returned and I believe a few folks got their upgraded units back while I was still waiting to hear from Devialet. To be clear I do not begrudge anyone who got their upgrade processed in a timely fashion.
What helped bring this to resolution, was a combination of understanding that not all upgrade orders were in "limbo" due to technical issues with "software" used for processing, that those requiring some packaging seemed more likely to be in limbo than those only needing a label, repeated support tickets to Devialet with details on mine as well as others experience, and some assistance from my dealer in getting the attention of corporate in New York.
I did receive a call from them this morning, and the gentleman was kind enough to wait until 900am to call me lest I was asleep. He also managed to remove any roadblocks that remained and within 30 minutes I had my labels and documents in my emails. So I am very grateful for his assistance in the matter.
Quite honestly I was almost to the point of throwing in the towel, I am glad that things did not end up that way.
To those of you still waiting on news, or who might be running short of patience I suggest that you open another ticket with Devialet, and let them know that you are very disappointed and would like to speak to someone in management or in the upgrade program to discuss your order. And some else stated else, be firm but polite.
Well, that is my news for today. I do appreciate all the assistance from this forum, so thank you. And if anyone might require some guidance on their status, please feel free to pm me.