In response to your questions...
Others have said so and for those that haven't probably make up the silent majority.
This is either argumentative or ignorant, I'll assume the latter. These forums allow us to share experiences with others both positive and negative, this is a GOOD thing! However, when someone makes it personal it becomes unproductive, this is a BAD thing!
I can appreciate your passion, believe me. Unfortunately, that's just not the way business is usually done (wrt/consumer). Fortunately, it seems Devialet are wanting to and are at least trying to go beyond the way business is usually done (wrt/consumer).
In Devialet's case... YES! These are the channels they have put in place, and are therefore the ones we must use, for better or for worse.
Fair question. The reality though is that Devialet is not alone in this situation. It's actually a common occurrence, with many businesses, where communication is lacking and/or issues are not addressed in a timely manner. So it's only natural to turn to forums like this because we seek answers to our questions. Sadly many of these questions go unanswered leaving the frustrations intact. You either accept it or move on.
I've been disappointed by Devialet too but I keep a proper perspective on the matter. For example...
I wanted to know what Devialet's outlook was on maintaining the firmware of their legacy products. I had a choice to let Devialet Customer Care (DCC) know by phone call or by submitting a support request on their website, I chose the latter. It was May 17. I didn't hear back until May 24... SIX DAYS LATER!!! Am I upset? NO! Should I be? NO!!! Why? Because I didn't want to spend the money placing an international phone call. Should they have respond sooner? Heck yeah! Six days is not good business. Am I upset? NO!!! Because there was no urgency in my request otherwise I would have called. When DCC finally did respond they were apologetic and sympathetic to my needs, this is good business. However, I was not completely satisfied with the response (the answer to my question). The message I got was that their plans are to keep the firmware current but that an emphasis on development was going to be placed on the Expert Pro series because of the additional features they support.
If I wanted to let the Devialet Chat community know (before now) my recent interaction with DCC I could either state the facts (which WOULD be helpful) or I could state my opinion of the facts which WOULD NOT be helpful. Therein lies the distinction. That said, stating an opinion of the situation is okay but not when it goes too far by becoming redundant and personal.
(25-May-2018, 02:03)Celts88 Wrote: It may be "UNWANTED" by you, but then who is to say it is for others.
Others have said so and for those that haven't probably make up the silent majority.
Celts88 Wrote:"That is not what forums like this are for", I must have missed the terms and conditions of the forum that spells this out.
This is either argumentative or ignorant, I'll assume the latter. These forums allow us to share experiences with others both positive and negative, this is a GOOD thing! However, when someone makes it personal it becomes unproductive, this is a BAD thing!
Celts88 Wrote:Also I don't understand how myself pointing out that there are multiple Expert users who would appreciate direct feedback from Devialet themselves as it is Devialet they purchased their Experts from and not Devialetchat forum, therefore why can't Devialet communicate with the user. You find it acceptable for Devialet to speak to a small number of DC forum users at Munich (I believe the number was less than 10), but the thousands of other Experts users get zero communication from Devialet. Even Devialet themselves kept the invite of the Munich event silent from their thousands of Expert users, and only feed this info via 1 or 2 select individuals on DC.
I can appreciate your passion, believe me. Unfortunately, that's just not the way business is usually done (wrt/consumer). Fortunately, it seems Devialet are wanting to and are at least trying to go beyond the way business is usually done (wrt/consumer).
Celts88 Wrote:"There are other channels in place for streamlining feedback to the appropriate parties that make up the organization", can you please advise what/where these other channels are please. If by this you mean the Dealer then I've spoken to my Dealer on multiple occasions over the last few months, but they've said they can't help as they're receiving no information back from Devialet (they've apologised for this). If on the other hand you mean by raising a request via Devialet Customer Care, I've done this, but the last time they replied to my questions was one full month ago today (I've asked them since then about assistance, but still silence).
In Devialet's case... YES! These are the channels they have put in place, and are therefore the ones we must use, for better or for worse.
Celts88 Wrote:If I can get no answers from my Dealer (Devialet aren't assisting my Dealer), no assistance from Devialet Customer Care, no replies via Devialet's own Infinity Log, and it is clear Devialet are speaking directly with the individuals here on DC that started this Munich thread then why's it wrong for myself to ask questions on this thread???
Fair question. The reality though is that Devialet is not alone in this situation. It's actually a common occurrence, with many businesses, where communication is lacking and/or issues are not addressed in a timely manner. So it's only natural to turn to forums like this because we seek answers to our questions. Sadly many of these questions go unanswered leaving the frustrations intact. You either accept it or move on.
I've been disappointed by Devialet too but I keep a proper perspective on the matter. For example...
I wanted to know what Devialet's outlook was on maintaining the firmware of their legacy products. I had a choice to let Devialet Customer Care (DCC) know by phone call or by submitting a support request on their website, I chose the latter. It was May 17. I didn't hear back until May 24... SIX DAYS LATER!!! Am I upset? NO! Should I be? NO!!! Why? Because I didn't want to spend the money placing an international phone call. Should they have respond sooner? Heck yeah! Six days is not good business. Am I upset? NO!!! Because there was no urgency in my request otherwise I would have called. When DCC finally did respond they were apologetic and sympathetic to my needs, this is good business. However, I was not completely satisfied with the response (the answer to my question). The message I got was that their plans are to keep the firmware current but that an emphasis on development was going to be placed on the Expert Pro series because of the additional features they support.
If I wanted to let the Devialet Chat community know (before now) my recent interaction with DCC I could either state the facts (which WOULD be helpful) or I could state my opinion of the facts which WOULD NOT be helpful. Therein lies the distinction. That said, stating an opinion of the situation is okay but not when it goes too far by becoming redundant and personal.
"Dream as if you'll live forever. Live as if you'll die today."
