My experience with devialet (phantom 1 silver & DOS 2)

[Audiovet]

I’ve been using a Devialet Phantom Silver for years — always cared for it meticulously, never pushed it beyond its limits. It worked flawlessly… until I migrated to DOS2 software (the software for their new app). Right after the update, the speaker started shaking its woofers every 5 seconds viciously and making wier noises and popping sounds. Like it was having some sort of epileptic attack (I shared the videos with them).

Now still behaves like it had a stroke and every now and then I get it to work but now one of the lateral subwoofers start making disturbing mechanical noises, especially during bass-heavy music. I had never experienced a single issue before this update.



I contacted Devialet support and shared video evidence showing the noise and erroneous behavior. They acknowledged the issue, admitted it was real, and confirmed that my device is indeed compatible with their software. And yet — they refused to help. Why? Because their policy gives them the right not to.



Let’s be clear: this wasn’t user damage. It wasn’t old age. This was a perfectly working product that started malfunctioning immediately after a manufacturer-issued update. That should be Devialet’s responsibility. And even if they can legally refer to a policy, where is the humanity, decency, or basic willingness to support a loyal customer?



I trusted Devialet with my hard-earned money for what I thought was a premium audio experience. What I got was:

• No support, even with evidence and a clearly update-triggered fault.

• Shocking sound quality for the price — bloated bass, muddy mids, and harsh highs. It’s all volume and no balance.

• A discontinued ecosystem: old apps removed, new apps barely supporting older models.

• An overpriced, outdated product in a shell that looks nice but performs poorly by modern standards.



Devialet shows what happens when a brand chooses form over function, and policy over people. They’re stepping over dollars to pick up cents, alienating customers instead of valuing them. Honestly the worst experience ever.

 

[Synaxis]

So are you saying the product is out of warranty and they won't offer you free support outside of the warranty period so you've come here to use this as your first post?

 

[Audiovet]

So are you saying the product is out of warranty and they won't offer you free support outside of the warranty period so you've come here to use this as your first post?

Well when a “reputable brand” rolls out software intentsd for compatible speakers and the customer with 100% certainty proves the software practically irreverably broke his speaker. I not only think its my right to share my experience, I feel obligated to share it for potentially future customers so they know what they are dealing with. 0 accountability whatsoever.

 

[Synaxis]

Well when a “reputable brand” rolls out software intentsd for compatible speakers and the customer with 100% certainty proves the software practically irreverably broke his speaker. I not only think its my right to share my experience, I feel obligated to share it for potentially future customers so they know what they are dealing with. 0 accountability whatsoever.

So yes, you are out of warranty. Got it. You left that important part out of your post.

And I find it interesting you've never cared about this forum to ever participate until now when you want to come here and leverage it to try and shame your way into free service.

Just be honest with us and I can understand your frustration IF TRUE. No one likes broken gear. And no body likes only receiving half the story on a post.

 

[Audiovet]

I can assure you, you got the whole story. Yes out of warranty, yes worked perfectly fine, yes I proved I recently installed the software, yes I shared the video on the speaker behaving weird. Got a reply saying that due to policy we can only offer paid repair and we all know the repair cost is more than one second hand.

 

[Synaxis]

I can assure you, you got the whole story. Yes out of warranty, yes worked perfectly fine, yes I proved I recently installed the software, yes I shared the video on the speaker behaving weird. Got a reply saying that due to policy we can only offer paid repair and we all know the repair cost is more than one second hand.

Respectfully your initial post has already been found to be half true:

You left out the part about it being out of warranty.
You literally said "they refused to help" implying they simply said "good bye".
Now you admit they DID offer to fix it for a charge that you assume will be "more than it is worth" yet you have received NO quote.

Again, we can all sympathize with broken gear. But when someone comes here and with their very first post only give half a story that 4 posts in has already shown to not be true - or at least very misleading - as their first post ever, it's always going to be an interesting thread of more truths coming out from the initial "I'm telling you the whole truth" initial post.

We've already shown your first post was not entirely true. Just be honest with us - you are frustrated and trying to get free service through publicly shaming them. I bet many here would sympathize. But just be honest.

 

[Audiovet]

Its not half true, you interpret it as such. I may have been clear. If I was telling a half true story i would lie about the warranty, I simply forgot to mention it but in hindsight phantom soeakers are more then 2 years old so it speaks for itself. Yes they refused to help me, paid service an anount more than the speaker is worth is not helping. Especially since their software did this to my perfectly working speaker. A paid repair I can get anywhere.
I understand you are active at this forum and consider this to be your place and perhaps dont like outsiders, but at this point you are not empathizing at all. I wonder what your reaction would be in my shoes.

 

[Synaxis]

Its not half true, you interpret it as such. I may have been clear. If I was telling a half true story i would lie about the warranty, I simply forgot to mention it but in hindsight phantom soeakers are more then 2 years old so it speaks for itself. Yes they refused to help me, paid service an anount more than the speaker is worth is not helping. Especially since their software did this to my perfectly working speaker. A paid repair I can get anywhere.
I understand you are active at this forum and consider this to be your place and perhaps dont like outsiders, but at this point you are not empathizing at all. I wonder what your reaction would be in my shoes.

You've missed the points.

I wish you the best of luck.