Shocking Customer Service

[TheMadButcher]

Hi all

I would just like to share my recent experience with you guys.
I'm a d200 owner and decided to go for a companion rather than the pro update.
All was good and I was very happy until the companion made me notice some issues with my Master (which was bought brand new)

The message I sent to support below

I recently bought a companion d200 to upgrade to a d400. 

This was the first time I have seen 2 units side by side in my house and I noticed that the finish of my original d200 has circular marks that can be seen in bright lighting. 
I asked my dealer about this and was told that this was a b grade finish. 
It's as if it has been buffed with the wrong grade and is very inconsistent. 
The companion unit has no marks whatsoever regardless of the lighting. 
I also noticed a whirring sound from my master unit which isn't present in the companion. 
The companion is second hand with none of these problems, but my master was bought brand new with a rough finish on it and a noise coming from the unit. 
I believe its from a ferrite element in the PSU but it is audible from my listening chair. 
What is the point of having excellent signal to noise ratio but the unit itself is making a loud noise that distracts me from the music. 
Also my listening chair is several metres away and I can hear it when nothing is playing or during quiet parts of the music. 
Please can you sort these issues out. 
For £5500 I expect none of these issues.

Below are images and video I attached to clearly show the issues
https://1drv.ms/f/s!AlSIkSBL3VJKgzIYQjjFQSfhNElS



Rough Master

Perfect Slave




Plus the noise from my master
<iframe src="https://onedrive.live.com/embed?cid=4A52DD4B20918854&resid=4A52DD4B20918854%21421&authkey=AMtCDjYAsZ1M4_E" width="98" height="120" frameborder="0" scrolling="no"></iframe>

or
https://1drv.ms/u/s!AlSIkSBL3VJKgyU2ZAQf8RluLUqW
if the embed doesn't work

Devialet replied with

Thank you for your patience. 

We reviewed the case with our team, especially the one managing the production quality. 
Based one the video, we could not detect something abnormal, that would be solved by any kind of exchange or repair. 

This drove me mad.
How can anyone say that they cannot see a difference from this video?
I also took more pictures making it as clear as possible exactly where the damage is.

My message below
I've added pictures of the case and highlighted the exact places where you can clearly see machine marks. 
You have to admit that this is a very sloppy job, and a terrible finish. 
If it is hand finished it is very uneven with lines going all over the place. 
None of these issues are on my companion. 
In a darker room it isn't that visible, but in my new music room I plan on having the units side by side and the down lighting will make the 2 cases look completely different.

https://1drv.ms/f/s!AlSIkSBL3VJKgzFBz_7XCCYFmGzS

So my master has been with devialet for 2 weeks and they have concluded the following

Our team studied the device on two points:

- the casing state
- the ferrite noise

Neither of these presented any issue here. 
The casing is in our standards for the associated year of production, and we did not hear any ferrite noise. 
We still wanted the opinion of our original expert engineer to see if he, perhaps, hears a noise. 

Considering he is very busy at the moment, this will take some time to get a reply. 

I'd just like the opinion of you guys, am I being picky here?
The 2 cases look different and I can hear a loud whirring sound from my listening chair.
What would you guys do in this situation?
I also ask that people with 2 units check the finish of both to see if they match or if they have a similar issue to mine.

Thanks for reading