# How many defective 552 units is Naim going to send me? **URL:** \ **Category:** Lounge\ **Created:** [November 7, 2020, 7:52am UTC](https://community.naimaudio.com/t/how-many-defective-552-units-is-naim-going-to-send-me/12304 "2020-11-07T07:52:29Z")\ **Posts on this page:** 20\ **Page:** 5
**Author:** ![PeakMan](https://community.naimaudio.com/user_avatar/community.naimaudio.com/peakman/32/8673_2.png) [@PeakMan](https://community.naimaudio.com/u/PeakMan)\ **Post date:** [November 9, 2020, 8:16pm UTC](https://community.naimaudio.com/t/how-many-defective-552-units-is-naim-going-to-send-me/12304/83 "2020-11-09T20:16:34Z")
I have not had problems with any of the several Naim boxes I have bought over the last few years. Indeed Naim’s deserved reputation for quality and longevity is one of the factors that led me to purchase those Naim boxes. But even I am beginning to wonder just a little whether there really are any QC issues that need addressing. Of course forum posts are a massively biased sample of all customers and only Naim insiders have the data to know the truth and will no doubt be addressing any issues that arise. But, many people contemplating buying Naim will scan this forum first, (I know I did) and may use it to form their opinions about future purchases. So it would be good to see fewer posts like the OP’s in the future, particularly with such a well-established, non-digital piece as a 552. Roger ---
**Author:** ![davidng](https://community.naimaudio.com/user_avatar/community.naimaudio.com/davidng/32/200633_2.png) [@davidng](https://community.naimaudio.com/u/davidng)\ **Post date:** [November 9, 2020, 8:34pm UTC](https://community.naimaudio.com/t/how-many-defective-552-units-is-naim-going-to-send-me/12304/85 "2020-11-09T20:34:29Z")
> [@Steve](#): > > This most likely is not caused by Naim at the factory but in transit which is still on Naim as they choose their partners. I live down under in Australia and assume any one unit goes through many hands before it gets to me. While damage during transit is a real possibility amongst other possibilities, as you stated @Steve, it is still on Naim. IMO, it comes down to how Naim deals with unfortunate situations like one experienced by @AhTiong. My wife has a cheap Decor glass container with a plastic lid. She used it very often and the lid cracked one day. A long shot but I thought lets try contacting the manufacturer. To my surprise, although it is not the current model but at least a couple of generations old, they sent me a NOS lid. I didn’t tell my wife because I didn’t expect anything. Imagine how happy we were when it arrived. Likewise, when I bought my REL, the grille had a very slight curve in it. REL insisted that they would send me a new grille. It didn’t eventuate because the regional dealer need to supply it. Still I believe REL was genuine in that offer and I am a happy customer. ---
**Author:** ![Bigboy](https://community.naimaudio.com/letter_avatar_proxy/v4/letter/b/e495f1/32.png) [@Bigboy](https://community.naimaudio.com/u/Bigboy)\ **Post date:** [November 9, 2020, 9:06pm UTC](https://community.naimaudio.com/t/how-many-defective-552-units-is-naim-going-to-send-me/12304/86 "2020-11-09T21:06:03Z")
I’m not sure the reliability has gone down, I don’t believe it was ever top notch. I bought a good amount of ex demo Naim and never had any problems. But cannot say the same for new products. New NAT 02 in 1996 or 1997, faulty on arrival. New 272 in 2016, complete failure after just a few months. At least the “after sale service” is top and everything gets fixed without problems. On the packaging side, Naim is still single boxed, I bought new kit from Luxman, auralic, chord and it is double boxed which could help with careless couriers. ---
**Author:** ![Harry](https://community.naimaudio.com/user_avatar/community.naimaudio.com/harry/32/39216_2.png) [@Harry](https://community.naimaudio.com/u/Harry)\ **Post date:** [November 9, 2020, 9:06pm UTC](https://community.naimaudio.com/t/how-many-defective-552-units-is-naim-going-to-send-me/12304/87 "2020-11-09T21:06:51Z")
This is where aftersales service comes into its own. It is unfortunate that you have needed to lean on it twice in quick succession but it’s what it is there for. It’s one of the consequences of buying something hand built and tested with ears. It’s a pity that QC was unable to pick it up, although the faults did develop post purchase. My 552 came with a banana shaped front facia on the 552PS. The 552 later went back for a rebuild after it failed to produce the expected magic and somehow just didn’t sound right to me. Naim were just as concerned and professional about an impression I had with the presentation, as they were about an obvious physical defect. And they made it good. Other defects include a badly finished case on an XPS2, a CDX2 with a loose phono socket, an NDS whose display lasted a few weeks. I’ve also had issues with a QS rack, a damaged B&W speaker and many moons ago, an exploding Audio Innovations amp and a faulty A&R A60E. All these issues were addressed by the dealer and mopped up fast and professionally by the makers. You hope you won’t need it, but when you do, outstanding aftersales service counts. I’m sure your 552 will be singing reliably soon. And when it is run in and producing magic by the spade full, you will hopefully be able to put the two false starts into context. Same as I did with mine. My dealer opens and inspects anything that arrives for me. Some customers won’t allow this. I trust them. ---
**Author:** ![NigelB](https://community.naimaudio.com/user_avatar/community.naimaudio.com/nigelb/32/474043_2.png) [@NigelB](https://community.naimaudio.com/u/NigelB)\ **Post date:** [November 9, 2020, 9:50pm UTC](https://community.naimaudio.com/t/how-many-defective-552-units-is-naim-going-to-send-me/12304/89 "2020-11-09T21:50:12Z")
On average a satisfied customer will tell 3 people, a dissatisfied customer will tell 10, or ratios like that. I suspect many satisfied customers will tell no one. Additionally, this forum is an unrepresentative microcosm of Naim customers. Impossible to extrapolate complaints on here to the general Naim-owning population. Best let Naim get on with what they are great at, resolving issues. ---
**Author:** ![frenchrooster](https://community.naimaudio.com/user_avatar/community.naimaudio.com/frenchrooster/32/404538_2.png) [@frenchrooster](https://community.naimaudio.com/u/frenchrooster)\ **Post date:** [November 9, 2020, 9:56pm UTC](https://community.naimaudio.com/t/how-many-defective-552-units-is-naim-going-to-send-me/12304/90 "2020-11-09T21:56:45Z")
Ok Nigel, i will not insist. Personally I have no complaint to make. I had : 112/150, 202/200, 282/200, 250/2, 252, 300dr, Hicap, flatcap, xps 2, olive hicap, stageline, cd5xs, cdx2, Nds, 555 dr, 250 dr. Between 2002 and today. Only a problem with the 200. ---
**Author:** ![mikehughescq](https://community.naimaudio.com/user_avatar/community.naimaudio.com/mikehughescq/32/75241_2.png) [@mikehughescq](https://community.naimaudio.com/u/mikehughescq)\ **Post date:** [November 9, 2020, 9:57pm UTC](https://community.naimaudio.com/t/how-many-defective-552-units-is-naim-going-to-send-me/12304/91 "2020-11-09T21:57:42Z")
I wonder exactly how long it would take for this ludicrous thread to be drowned out if someone started one praising the way Naim have moved into wholly new territory over the last two decades whilst they and their dealers have maintained their reputation for quality equipment and service. I would be upset if what happened to the OP happened to me but a basic grasp of statistics ought to have sufficed by now. ---
**Author:** ![Bigboy](https://community.naimaudio.com/letter_avatar_proxy/v4/letter/b/e495f1/32.png) [@Bigboy](https://community.naimaudio.com/u/Bigboy)\ **Post date:** [November 9, 2020, 10:09pm UTC](https://community.naimaudio.com/t/how-many-defective-552-units-is-naim-going-to-send-me/12304/92 "2020-11-09T22:09:09Z")
Hummm … can you tell more about that basic grasp of statistics … ? ---
**Author:** ![davidng](https://community.naimaudio.com/user_avatar/community.naimaudio.com/davidng/32/200633_2.png) [@davidng](https://community.naimaudio.com/u/davidng)\ **Post date:** [November 9, 2020, 10:13pm UTC](https://community.naimaudio.com/t/how-many-defective-552-units-is-naim-going-to-send-me/12304/93 "2020-11-09T22:13:15Z")
> [@NigelB](#): > > a satisfied customer will tell 3 people, a dissatisfied customer will tell 10, or ratios like that. I suspect many satisfied customers will tell no one. So true! I am a satisfied naim customer. And trust that the OP’s problem will be sorted very soon and he will enjoy his 552 for years to come and put this behind him. ---
**Author:** ![mikehughescq](https://community.naimaudio.com/user_avatar/community.naimaudio.com/mikehughescq/32/75241_2.png) [@mikehughescq](https://community.naimaudio.com/u/mikehughescq)\ **Post date:** [November 9, 2020, 10:26pm UTC](https://community.naimaudio.com/t/how-many-defective-552-units-is-naim-going-to-send-me/12304/94 "2020-11-09T22:26:17Z")
See my previous post on this thread. ---
**Author:** ![Bigboy](https://community.naimaudio.com/letter_avatar_proxy/v4/letter/b/e495f1/32.png) [@Bigboy](https://community.naimaudio.com/u/Bigboy)\ **Post date:** [November 9, 2020, 10:34pm UTC](https://community.naimaudio.com/t/how-many-defective-552-units-is-naim-going-to-send-me/12304/95 "2020-11-09T22:34:58Z")
Not good enough … ---
**Author:** ![anon4489532](https://community.naimaudio.com/letter_avatar_proxy/v4/letter/a/e9bcb4/32.png) [@anon4489532](https://community.naimaudio.com/u/anon4489532)\ **Post date:** [November 9, 2020, 10:36pm UTC](https://community.naimaudio.com/t/how-many-defective-552-units-is-naim-going-to-send-me/12304/96 "2020-11-09T22:36:51Z")
Strange you should mention Emsworth. Do you live there? ---
**Author:** ![Martinzero](https://community.naimaudio.com/user_avatar/community.naimaudio.com/martinzero/32/37764_2.png) [@Martinzero](https://community.naimaudio.com/u/Martinzero)\ **Post date:** [November 9, 2020, 11:57pm UTC](https://community.naimaudio.com/t/how-many-defective-552-units-is-naim-going-to-send-me/12304/97 "2020-11-09T23:57:00Z")
David, WR thats irrelevant, if I had a problem with a 20,000 quid audio product (thats probably sitting in a 100,000 pound system from the same manufacturer) I’d expect the MD to deliver me a replacement personally the same day. End of. I have provided such levels of service in my medical world. Indeed I’ve had better service from Richersounds when i had a fault on a 150 quid DVD player. ---
**Author:** ![davidng](https://community.naimaudio.com/user_avatar/community.naimaudio.com/davidng/32/200633_2.png) [@davidng](https://community.naimaudio.com/u/davidng)\ **Post date:** [November 10, 2020, 12:42am UTC](https://community.naimaudio.com/t/how-many-defective-552-units-is-naim-going-to-send-me/12304/98 "2020-11-10T00:42:48Z")
> [@Martinzero](#): > > I have provided such levels of service in my medical world. Good on you. 👍 ---
**Author:** ![anon95106626](https://community.naimaudio.com/letter_avatar_proxy/v4/letter/a/f475e1/32.png) [@anon95106626](https://community.naimaudio.com/u/anon95106626)\ **Post date:** [November 10, 2020, 5:53am UTC](https://community.naimaudio.com/t/how-many-defective-552-units-is-naim-going-to-send-me/12304/99 "2020-11-10T05:53:04Z")
No, I park there every day (various points along Beach Rd) and cycle the rest of the way to where I work in Barnham. There’s a good cycle path and, save for a railway bridge into Chichester, its all totally flat. I take it you know it/live nearby? \*apologies to all as this is off piste for sure ---
**Author:** ![Farthings-cat](https://community.naimaudio.com/letter_avatar_proxy/v4/letter/f/a183cd/32.png) [@Farthings-cat](https://community.naimaudio.com/u/Farthings-cat)\ **Post date:** [November 10, 2020, 7:19am UTC](https://community.naimaudio.com/t/how-many-defective-552-units-is-naim-going-to-send-me/12304/100 "2020-11-10T07:19:03Z")
My 552 is on it’s third trip back to it’s maker. I had it serviced and then it had to go back as it had an issue and 8 months of enjoyment interrupted again by another issue. Currently being patient awaiting for its return. My dealer has been spot on with help and support but still very frustrating. Gary ---
**Author:** ![AhTiong](https://community.naimaudio.com/user_avatar/community.naimaudio.com/ahtiong/32/63570_2.png) [@AhTiong](https://community.naimaudio.com/u/AhTiong)\ **Post date:** [November 10, 2020, 7:42am UTC](https://community.naimaudio.com/t/how-many-defective-552-units-is-naim-going-to-send-me/12304/101 "2020-11-10T07:42:54Z")
As an update, Naim has replied and offered their apologies, as well as committed to feedback on what caused the faults once they’d have looked at the returned products, as well as send a new 552 unit asap. I hope this 3rd unit will be the last and provide many years of satisfaction (as I have enjoyed so far with the rest of my Naim gear). ---
**Author:** ![frenchrooster](https://community.naimaudio.com/user_avatar/community.naimaudio.com/frenchrooster/32/404538_2.png) [@frenchrooster](https://community.naimaudio.com/u/frenchrooster)\ **Post date:** [November 10, 2020, 7:57am UTC](https://community.naimaudio.com/t/how-many-defective-552-units-is-naim-going-to-send-me/12304/102 "2020-11-10T07:57:45Z")
> [@Thomas](#): > > It helps neither the unfortunate customer or Naim, or even new customers reading the forum The OP doesn’t need help from the forum. His dealer will take care of the problem. I agree for the rest, but it doesn’t prevent me from sharing my impressions. ---
**Author:** ![CliveB](https://community.naimaudio.com/letter_avatar_proxy/v4/letter/c/a587f6/32.png) [@CliveB](https://community.naimaudio.com/u/CliveB)\ **Post date:** [November 10, 2020, 8:59am UTC](https://community.naimaudio.com/t/how-many-defective-552-units-is-naim-going-to-send-me/12304/103 "2020-11-10T08:59:06Z")
As soon as you mentioned Emsworth I thought of HH, once known as Lord Emsworth on another forum, if I am correct. Barnham brings back memories - near where I lived in Eastergate as a child and my father would commute to London from there when he worked in the MoD. Apologies for another off piste post. ---
**Author:** ![bruss](https://community.naimaudio.com/user_avatar/community.naimaudio.com/bruss/32/139739_2.png) [@bruss](https://community.naimaudio.com/u/bruss)\ **Post date:** [November 10, 2020, 9:13am UTC](https://community.naimaudio.com/t/how-many-defective-552-units-is-naim-going-to-send-me/12304/104 "2020-11-10T09:13:44Z")
Emsworth reminds me of PG Wodehouse but that’s another thread drift. It’s a good response from Naim for the OP, but it would be nice to see a complainant tell us how he/she had a problem and Naim responded well, before rather than after he/she posts on here. On the general point about such failures or quirks. I think Naim should welcome, and possibly do, such comments on here. It gives them two things, feedback on their qc success or not, and feedback on how it affects customers and future purchases or reccomendations to others. It’s a useful tool if treated correctly. [Previous page](https://community.naimaudio.com/t/how-many-defective-552-units-is-naim-going-to-send-me/12304.md?page=4) [Next page](https://community.naimaudio.com/t/how-many-defective-552-units-is-naim-going-to-send-me/12304.md?page=6)