Devialet in a state of chaos

[Womaz]

You're forgetting that for a lot of people everything went right "out of the box". People experiencing problems are rather likely to use this forum to fix issues, but some happy customers would never register here. So opinions are quite biased here, due to the purpose itself of the forum.
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Sorry, can't really see the "state of chaos" discussed here.

This is exactly the line spelt out to me by Devialet themselves when I mentioned this site at a Phantom demo!  Followed by a 'but we always welcome feedback on our products', which was then followed by pretty much dismissing anything I said….

I don't think this site represents just those who are suffering problems - it seems really quite balanced and people openly enthuse about their products.  But the volume of  'problem' traffic, both for the Expert line and now Phantoms, seems to be increasing and probably only represents a small portion of people with issues.  Many will not be aware of this site and suffer in silence, and of course if they contact Devialet they will be made to feel like their problems don't exist!

This forum's very existence (while Devialet themselves offer nothing) is in itself a pointer of how they treat their customers.  All of my teething problems with the D200 were researched and fixed via this site - in fact had I believed this forum versus Devialet's own marketing, I would have probably never bought my D200 - I just couldn't believe they would be selling a product where a key component was known not to work reliably (I'm talking Air of course), and this site must have just been a few 'moaning people'.  

There are members on this forum that have been with Devialet since the outset, many of whom I'm sure have had no issues with their Devialets. However, there are people who have never been able to use their systems as intended since the outset, and these issues can't all be put down to 'beyond Devialet's control'. If the technology needs a specific environment in which to run without issues, then that should be laid out clearly upfront.

The very fact that Air is still not working and there's been a year with no updates or communications, says it all to me.  And each time I contact support what do I get as a reply?  Total sidestepping of any hard questions, and a standard reply of 'what settings are you using, we'd be happy to help you resolve you Air issues'.  Even after having admitted that it doesn't work in previous emails, and that a fix is 'being worked on' (which I think we can safely assume isn't the case - not by anyone that knows what they're doing anyway).  

Even at my (second) Phantom demo by Devialet themselves there were issues - Spark just wasn't right to me and was horrible to use and didnt respond correctly.  Resulting in control being taken over and a 'yes, it doesn't work quite like that there are a few things still to iron out' all very matter of fact.  That demo, combined with what I read here, and what I've experienced with my 200, made me decide to walk away from Phantom as a consideration.

Products being rushed out, missing and slipping release dates, specs changing last minute on products, software not working as intended at the outset or sometime afterwards, lack of good or consistent customer support, stagnated development on applications, fixation on marketing hype, zero communication or interaction with user base.  And Air - that still doesn't work despite many alleged attempts and now a long pause with absolutely no progress.  

The chaos is there.  

Doesn't mean there's nothing good about the brand or they don't make amazing products, but it's not a well run and managed company at the moment, and they don't look after their customers.

If you stick around with Devialet long enough, perhaps you will see it but hopefully not - if you're a happy customer without issues I'm pleased for you. Hopefully more of us will be able to join you down the road…..

Some excellent points raised here, great post. To me I sum it up as Devialet overpromise and underdeliver.