How have you found Devialet Support?

[Axel]

That response is an absolute corker! I did chuckle, but forgive me - it was in sympathy…!

It's practically incomprehensible, but "Our quality engineer is assuming that if there is a default, it was there since the beginning" means what exactly? 'You're a liar'!
Whatever it means it's totally unhelpful about resolving it, and I got a similar sentiment when I contacted them with my issues.

It could have happened in transit perhaps - I noticed the internal foam in my box had taken a bit of damage and had split at the cutout corners during shipping - it may not be up to task? Not that that helps you either.

Perhaps they've been too nice in the past, and now the capitalists want their money they've been told to just bounce support requests as hard as possible if it's likely to cost anything?  Or perhaps they've just employed a load of less skilled support staff to deal with Phantom and use them across the board?  Could be the end of the Devialet support heyday perhaps, as it seems many had good experiences before now.

I finally received my box to send my unit back for repair/replace, but seeing your post makes me fear for what's to come, especially in light of their 'we'll look at it in Paris and make our own minds up about what it needs' stance….  I feel like I'm trying to get a repair/replacement from of a dodgy trader who sell's from the back of a lorry!

'Luxury' goods indeed….

The annoying thing is that it couldn't possibly have happened in transit.  If someone had stood on it, it would have dished the cover, rather than bowed it.  They are definitely at fault somewhere along the line.