03-Feb-2018, 16:29
I WILL say that repackaging these things is WAY more difficult than unpackaging them! Particularly one undersized sock that took MULTIPLE attempts to get it on and in the end simply could not get to cover completely. (Ever had an undersized sock that wouldn’t stay up over your heel?) Fighting that while trying not to touch the mids and woofers...whew.
Anyway, I will warn you as in most dealings with customer support... it is not an efficient process. I think it may be partially a language barrier and they are always polite, but they never quite seem to read back through the thread, and they ask the same questions (or incomplete ones) over and over. They may be overwhelmed as well, trying to expand worldwide and into US market without native English speaking support. But it takes days for a relatively simple reply.
They initially gave me a list (including sending 3 photos of each Phantom - one of each woofer and one of tweeter) which I satisfied, then asked for serial numbers of Phantoms, which I supplied, then asked for serial number of Dialogue, which I supplied, then wanted me to open an unopened second Dialogue for its serial number, which I supplied, and am now in the process of waiting for a reply and further instructions. It seems that they should have all of this information since the order came from them in the first place and every item shows up on my Devialet account. Seems a bit of right hand not knowing what left hand is doing... growing pains? Anyway, these delays are pushing me past the 45 days, but I trust they will still honor the return since it was started in time.
Anyway, I will warn you as in most dealings with customer support... it is not an efficient process. I think it may be partially a language barrier and they are always polite, but they never quite seem to read back through the thread, and they ask the same questions (or incomplete ones) over and over. They may be overwhelmed as well, trying to expand worldwide and into US market without native English speaking support. But it takes days for a relatively simple reply.
They initially gave me a list (including sending 3 photos of each Phantom - one of each woofer and one of tweeter) which I satisfied, then asked for serial numbers of Phantoms, which I supplied, then asked for serial number of Dialogue, which I supplied, then wanted me to open an unopened second Dialogue for its serial number, which I supplied, and am now in the process of waiting for a reply and further instructions. It seems that they should have all of this information since the order came from them in the first place and every item shows up on my Devialet account. Seems a bit of right hand not knowing what left hand is doing... growing pains? Anyway, these delays are pushing me past the 45 days, but I trust they will still honor the return since it was started in time.
