05-Jan-2020, 01:46
The launch of DOS2 for the Phantom Premier range, at the end of last year, has been instructive and I noted a change in attitude from Devialet and from its unofficial presence. Like many Devialet launches, there was hype associated with the launch followed by a let down, but with some changes, this launch should serve as a template for other initiatives.
To Devialet's huge credit, there was detailed information for DOS2 and a detailed guide on whether to upgrade. Yes, there were some issues with stereo sync and Airplay but Devialet moved quickly to communicate with us and largely(?) have resolved these problems. At that time, I noted that Devialet's response to problems is just as important solving the problem itself and to me, they got this right. The focus on creating a stable platform before adding functionality was also another good move.
There was a reliance on users reading the guide before upgrading, but many users did NOT. This resulted in creating disgruntled users and added to the general negative mood within the forum that @Confused referred to in this first post. Not sure how to fix this problem because users will continue to not read instructions and manuals. That is normal behavior today and has to be planned for during a launch.
As a Phantom owner, I am relatively happy with Devialet and what has been communicated so far. It happens to coincide with a major software upgrade, but I fear we will fall back into the same unhappy camp as the Expert owners if Devialet cannot, or would not, continue the communications and finish the DOS2 upgrade. We are not asking that Devialet substantially increase resources. What we asking is a change in attitude from Devialet to treat us a resource to help you. It means more open communications and more frequently. It does not require an official presence on the forum (but that would be nice!).
To Devialet's huge credit, there was detailed information for DOS2 and a detailed guide on whether to upgrade. Yes, there were some issues with stereo sync and Airplay but Devialet moved quickly to communicate with us and largely(?) have resolved these problems. At that time, I noted that Devialet's response to problems is just as important solving the problem itself and to me, they got this right. The focus on creating a stable platform before adding functionality was also another good move.
There was a reliance on users reading the guide before upgrading, but many users did NOT. This resulted in creating disgruntled users and added to the general negative mood within the forum that @Confused referred to in this first post. Not sure how to fix this problem because users will continue to not read instructions and manuals. That is normal behavior today and has to be planned for during a launch.
As a Phantom owner, I am relatively happy with Devialet and what has been communicated so far. It happens to coincide with a major software upgrade, but I fear we will fall back into the same unhappy camp as the Expert owners if Devialet cannot, or would not, continue the communications and finish the DOS2 upgrade. We are not asking that Devialet substantially increase resources. What we asking is a change in attitude from Devialet to treat us a resource to help you. It means more open communications and more frequently. It does not require an official presence on the forum (but that would be nice!).
