Devialet Customer Service is the BEST

[Pim]

Hi there - I started the other thread and I find it interesting that even in this thread you still acknowledge what is by definition bad customer service.

I'm not here to troll or anything else, but for any brand the goal of the customer experience should always be frictionless, with the least amount of pain points. This doesn't ever seem to be the case when it comes to any Devialet experience - their first fail is communication. And that fail seems to continue - I'm glad they made the situation right on your $40K purchase, but if they couldn't do that I would imagine you'd be quite angry about the situation.

I'd love to go to my dealer but I no longer live in that country.

Let's all have a real honest look at this - they cannot seem to figure out how to communicate at the first touch as evidenced by so many stories here (and in other threads). Making things right in the end is not customer service, its last ditch customer retention.

Hi @msl,

I started this thread not as a counter to your thread (even though the title suggests that) but because I am genuinely happy with what Devialet have done for me. 

Customer support isn't always easy. I used to work in consumer electronics and my old employer used to say:" A good customer complains. A bad customer takes their business elsewhere". By that measure you are a good customer, I'm just a happy one. Or call it lucky. 

I don't know what to make of your situation. It seems Devialet is turning into quite a large company. That means the service will mostly have to be provided by dealers and importers first. Devialet do a bit of everything (dealer, importer and themselves) and that can make things confusing. Both for the consumer and Devialet staff themselves. This is somewhat a sign of the time we live in. There used to be much clearer rules before the internet. Nowadays anyone can flick off an email directly to the manufacturer. Overseas phone calls cost nothing more that a few cents. What is a staff member to do with a question about a remote control? The least they should do is give you the contact info of your country's importer. If they fail that, then that's definitely a bad thing. I agree their communication lacks speed and accuracy but once they get the ball rolling I can't fault them.

At the end of the day, everyone will have a different experience. In my old job I've had people buying me white chocolate bars because they knew I liked them and I've had people tell me they never wanted me to step a foot in their place again. Same company, same person. Sometimes it's just the luck of the draw.

I hope you get your problem sorted msl. There's too much fun to be had with the D200 to waste your time chasing up repairs.

Happy new year,

Pim