Transmute your Phantom into Gold Phantom!

[ivandolz]

JWhat a stupid process and total lack of common sense by Devialet.

Ordered two gold upgrades....waited two weeks after payment was taken but received packaging boxes after 1 week.  Just left on the doorstep by UPS ...at first I panicked Ias I thought it was £4k+ of speakers but no.....just boxes containing packaging.  I had no intention of sending silvers until I had the gold upgrades that I paid for and could test they worked as advertised.

Called Devialet.  They will not ship the Golds until my Silvers are with them.  
Where was I supposed to know that.......erm, in the small print......
You want me to be two weeks without speakers?????  that's our policy....
me: so you don't trust your longstanding customers....erm, yes we do   
me: then send me the golds...let me hook up both sets as I may even decide to keep the silvers for other rooms and pay the full cost of the golds for the music room.......erm, thats not our policy.
...but under consumer law I get 14 days to return the Golds whatever your daft policy say.s.....agreed.   
......and if I just pay £4k+ plus for the golds I get to trial the golds at home for 45 days.....agreed.  
Also you have my card details so you can take the remaining £2k payment even if I didnt return the old silvers......yes, but.  
me: yes but what.....we dont have the facility to take the excess £2k.
me: This is crazy......you are making this really hard to spend £2k or £4k with you.......erm, well you could call a local audio shop that supplies devialet products and see if they have golds in stock.   
me: Here's a novel idea......you are customer services...why don't you find out for me and then I will drive 60 miles to swap over the golds/silvers...that way we are both doing something to complete this order even if you are the only one getting paid........erm, i can't do that.
me: OK, lets make this easier for you.  Afterall I wouldn't want to put you to any inconvenience.    Cancel my order.   I'll hold onto the £2k+ and look at other options.


 If anyone from Devialet reads this then contact me.  I'd like to upgrade but your process is ridiculous.  I'd also like to do this before by 50th on 14th October.

What a stupid process and total lack of common sense by Devialet.

Ordered two gold upgrades....waited two weeks after payment was taken but received packaging boxes after 1 week.  Just left on the doorstep by UPS ...at first I panicked Ias I thought it was £4k+ of speakers but no.....just boxes containing packaging.  I had no intention of sending silvers until I had the gold upgrades that I paid for and could test they worked as advertised.

Called Devialet.  They will not ship the Golds until my Silvers are with them.  
Where was I supposed to know that.......erm, in the small print......
You want me to be two weeks without speakers?????  that's our policy....
me: so you don't trust your longstanding customers....erm, yes we do   
me: then send me the golds...let me hook up both sets as I may even decide to keep the silvers for other rooms and pay the full cost of the golds for the music room.......erm, thats not our policy.
...but under consumer law I get 14 days to return the Golds whatever your daft policy say.s.....agreed.   
......and if I just pay £4k+ plus for the golds I get to trial the golds at home for 45 days.....agreed.  
Also you have my card details so you can take the remaining £2k payment even if I didnt return the old silvers......yes, but.  
me: yes but what.....we dont have the facility to take the excess £2k.
me: This is crazy......you are making this really hard to spend £2k or £4k with you.......erm, well you could call a local audio shop that supplies devialet products and see if they have golds in stock.   
me: Here's a novel idea......you are customer services...why don't you find out for me and then I will drive 60 miles to swap over the golds/silvers...that way we are both doing something to complete this order even if you are the only one getting paid........erm, i can't do that.
me: OK, lets make this easier for you.  Afterall I wouldn't want to put you to any inconvenience.    Cancel my order.   I'll hold onto the £2k+ and look at other options.


 If anyone from Devialet reads this then contact me.  I'd like to upgrade but your process is ridiculous.  I'd also like to do this before by 50th on 14th October.

Small print?

https://help.devialet.com/hc/en-us/artic...easy-steps

5. You will receive your Gold Phantom(s) a couple of days after UPS returned

I spoke with them before ordering about the process in the chat provided by the website. I was not sure about upgrading. What convinced me was that they told me taxes were included and that I would not be a single day without the phantoms because I will receive both the golds and the return package at the same time. That is why I spent 3000$. Neither were true. 
If you want to rely on that website... it says you will receive the return pckage in 2 days... I received mine in 12 days. The answer Customer Care is giving me is “am going to be completely honest with you, when the offer started all details were not completely clear so it is possible that the procedure was described differently” . That is not fair neither the fault of the customer. They should honor what they said and lured me into buying the upgrade... because it is not a present, we are paying for it and they charge Inmediatelly.

I can understand this process if they don’t charge you until they send them... but they charged the 3000$ on day 1. Also, in the website what it says is this https://www.devialet.com/en-us/gold-my-phantom

To turn your Phantom into Gold, you can either:

Connect to your account and request your Phantom transmutation immediately. You’ll receive your new Gold Phantom within a few days
LOG-IN 

To know that you will be kept without yours for many days you have to go the the help section and navigate so yes, that is what I consider fine print. It should be said in the described process.