Not been on here for a while, life stuff - you know how it is.
I’ve got a couple of 500 series caseworks that did the turn pink thing after a couple of years (both bought new). Informed Naim through the dealer I bought them through while they were still warranty so either around 20/21. Left it between them but nothing happened and with too much going on since 22, I’ve just not had the the time to really follow it up. There have been plenty of emails between me and the dealer to Naim but still no action.
Even went as far as dismantling the system to leave it at the dealers so the Naim rep could have a look at them, which he did and said it’s a common issue on a certain batch of cases. The dealer also mentioned that they were struggling to get any 500 series orders fulfilled so I’m now thinking the range is soon to be dropped or replaced with the new style so Naim aren’t ordering any more cases which leaves me with cases that aren’t 100% that should’ve been replaced under warranty.
I’ve been a Naim user since 2006 and never had a problem that wasn’t sorted out. I’d slowly built up to the kit I have now and I’d be expecting a better response even if it was entry level as it should be. These are luxury good/dream purchases for most of us and this lack of response from Naim after over 3 years is really poor.
I know this post will be shunted off the The Lounge or wherever but I just wanted to have my say. I’ve hundreds of positive posts about the companies gear which is still fantastic and I love the way it sounds but the customer experience in this experience when it goes wrong has been Pound Shop Level.
I seriously doubt I’ll get the caseworks replaced now.
I had this with a SuperUniti. I sent it back to Naim for a new green screen and mentioned that I expected them to replace the front panel free of charge (this was well out of warranty).
My dealer ‘s young assistant had never heard of this well known issue, but when he phoned Naim for an RMA number, they told him they just changed the necessary casework whenever it turned up.
It’s a shame you didn’t push harder at the time, but you are where you are. I’d get on the phone to Naim customer service and send some photos if they suggest that. Hopefully the units can be returned to Naim and the cases replaced. They are still making the 500 series so they will have cases. Your dealer sounded a bit lazy or maybe plain useless, so going direct to Naim to start the ball rolling is the way to go.
Don’t assume it won’t be fixed. Assume that it will, and just get on with it. Nothing will happen all the time you sit on the fence.
I had the same problem on four or five of the anodised fascias of the non 500 stuff.
This would have been after the 282 and original NDX was discontinued but Naim managed to rummage up replacement parts for all of them.
Even the non 500 series used anodised fascias (the cases were different though). So as the SN3 and 552 were still in production it was probably simpler to get a matching fascia for my 282 as they would all be the same.
This was a few years back though and although I got them all fixed, I was told I was lucky they still had spares for all the units especially the NDX.
My 282 went completely shocking pink in the end. I still have the old faceplates in the garage.
Just been really busy with things so I’d follow up through the dealer who was waiting to hear from Naim, this over a 3 year period. Naim saying they wanted the boxes back, then they’d get them to the dealer. I took them in at one point recently only for them to be sat in the shop for a few months before I got fed up of having no system & went to get them back again. Still not heard anything about the replacement cases. The units were still in warranty when I first noticed the problem but not now but I’m guessing it’ll be done at Naim’s cost? If I have to, I’d drive the units down there myself & wait for the work to be done as the dealer says it’s only a few bolts with it being the outer casework and thankfully not the fascia. I’m short of time these days so finding a gap is really tricky but I still want to get this sorted out. I’ll contact Naim direct & see how it goes from there as I’ve lost all faith in the dealer doing anything now.
Yes, call Tech Support and tell them the whole sorry saga. I’m sure it will be resolved to your satisfaction. Tech Support were fantastic when I had problems with my then Nova.
Gosh. Very sad to hear of your poor dealer support. If I was taking 500 series gear in to get ‘fixed’ for an extended time period I’d be extremely surprised if they wouldn’t offer me a temp replacement to trial or use in the meantime. Don’t know where you are based but is there another official Naim dealer close by? I’m sure they would be delighted to help.
Have the same issue with my 500ps - send a pic to naim and they promised to replace it free of charge. But this was some time ago - as I had not found the time to let be done. But I was promised that they will do, wich I really think and hope.
I was very lucky as my 500dr is from 2017.
I’m in the Midlands so not sure who’s the closest to me from here. Sorry for the late reply, it’s been a hectic summer and working flat out since I was last on here. Hoping to find a quiet window at some point so I can get in touch with Naim direct and get the cases sorted even if it means driving down to the factory to get them replaced. I’m done with the dealer who was meant to be getting this arranged, they’ve had enough chances.
I suspect that even when dealing with Naim directly, Naim may well insist that the RMA is dealt with through a dealer. As you are in the Midlands it might well be worth giving John a call at Midland Audio Exchange. He has years behind him as a Naim dealer, he’s very approachable and helpful. Plus, he doesn’t suffer fools gladly.
The RMA issue through the original dealer is the only thing bothering me as I really don’t want to have anything to do with them from here on. Hopefully I can get some time in the next few weeks to get in touch with Naim direct and see how it goes.