Shocking Customer Service

[TheMadButcher]

As the Devialet amps have a distinctive finish, I can understand that having them differ in color as well as finish quality is understandably distressing.
However, I don't think that the tone of the correspondence to Devialet was very helpful. It was accusatory and somewhat insulting. I just wouldn't have started out that way in asking them for help. As well, it would be hard for them to really make a fair evaluation from videos.

I had a remote fail a year or so ago, and my dealer replaced it immediately, so I would think that the dealer would be the first and best point of remedy. I'm also surprised that they evaluated the master finish as 'B grade' but did not offer to address it themselves promptly.

Presumably you were comfortable with the finish of the master in the time since you purchased it. Possibly Devialet has improved their production in the time between the manufacture of the master and the companion.

Finally, was the noise apparent before the companion was added? If not then that suggests some wiring or cabling issue. I am assuming that you did not hear, or did not mind, the humming if it was present before. My cabling skills and knowledge are minimal so I couldn't suggest anything on that point.

Maybe Naim was wise to go with 'basic black' for their systems; those guys are always adding boxes to their systems; a product line in 'Vader Black' in the 'Dimpled Death Star' textured finish.

Really do hope the dealer can resolve both issues for you.

I think my first email to them was fine but after receiving their response that there was absolutely nothing wrong, i may have lost it a bit.
The video was sent in the early stages and they agreed to have the unit shipped back to them.
I was very grateful to them as i thought everything would be resolved though i still had a feeling they weren't entirely convinced.
I think it's pretty clear to see the issues from the video and photos, maybe not the best for them to judge for themselves.
In any case, they have the unit and have seen it in the flesh only to have the same response that nothing is wrong.
Can you honestly say that nothing is wrong with the finish?

The dealer of my companion told me that the master had a b grade finish when i described the difference to him.
I bought my master from someone else.
I thought dealing with devialet direct would be the quick fuss free option as the problems were as clear as day to me.

I was only comfortable with the finish as i had nothing else to compare it to.
I assumed all units had this level of finish.
Another member on the forum that had a d170 checked their casing and it is absolutely perfect.
This unit would be a lot older than mine so quality control must have slipped as the volume of units they were selling went up.
Also i believe my companion is older than my master and the finish is perfect on the companion.

The noise was apparent before but once again, not having another unit to compare it to, i assumed all units made this noise.

Naim's black box finish would be perfect.
I never liked the idea of a fingerprint magnet finish but it just sounds so good compared to the 4 naim boxes it replaced.

I'll bring it up with my original dealer and keep you all posted.
I sure hope something can be done about all of this too.

Thanks for reading




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