I have a Mu-So 2 which I bought 2.5 years ago. One of the speakers is making a nopisse and I had to take it back to the shop (Richer Sounds). It is now with them for repair for nearly 6 weeks. I have been told that Naim is not selling them the part that needed fro repair and they have tto send it to Naim. Now the Naim is claiming that they do not have the part and there is no time frame for repair with possibility that they cannot repaire it at all. DOesn’t this sopund like a joke to you?
What is the meaning of warranty if the company does not honour it.
I am so frustrated and not sure how to solve the issue.
I assume the warranty here is Richer Sounds’ own as Naim’s own manufacturer warranty would have ceased after 2 years?
AFAIK only Naim can effect repairs to the Mu-So so would not send out parts to the dealer.
Do you know whether RS have sent the Mu-So to Naim yet? If so, if you let me have the RMA number I can email Naim and make enquiries for you as to the status.
Yes they are telling me that the speaker is with Naim. They have difficulty to find the part that needed for the repair. It is 5 weeks now and they are refusing to give a time frame.
They are refusing to give the RMA number claiming that it is against GDRP and they are the client to Naim as they sent it to them.
I am not sure if it is unrepairable. I hope not. I was told that it need one part but they can not source it. They blame the current economy and shortage of electronic parts.
Isn’t it bad if Naim produced a product that only lasted 2.5 years? There are loads of data that companies are making the products in such a quality that they do not last so you have to buy a new one. There is a documentary on Netfix about this.
Just such a poor quality from Naim. Is there any data that how many of Mu-so 2s are out of action in maybe 3 years time?
Possibly Naim might have some kind of data but I’m not privy to it. You can’t completely remove the possibility of a component failure though - regardless of brand, reputation, or cost. Unfortunately you seem to have been unlucky here.
With an RMA number though I could investigate for you with Naim. as to what the issue might be.
will try to chase RS in a week and if it is not sorted, will try to obtain the RMA although I am not optimistic.
I hate to consider the possibility that they are not telling me the truth and they are trying to find the part to repair themselves rather than sending it to Naim.
It is a strange world out there.
And you are correct. I am very unlucky with these things. Long history!!
Hm, if they have information about you, e.g. your name and your RMA number associated with it, then surely they must release that information to you under GDRP.
There is a further route to try. From the RS website, you can escalate to the founder’s office. I went that way twice (admittedly before Julian Richer passed the business to the staff), once a problem, once a compliment. Both times a by return reply personally signed.
Finally last week they informed me that Naim agreed to replace the unit with a new one which I collected on Saturday. The excitment and pleasure of setting it up was great after 6 weeks without it. All went very smooth.
Day one all OK, Day 2 the unit was shutting itself every 30 minutes and I had to turn it on again. Tried different setting and at the end I thought that i manged to set it correctly. Third day, it does not connect at all. Flashing purple light. I tried to reset the the unit, reset the WIFI and router, changed the Ethernet cable but no luck.
When I was boxing it up, notice few scratches and half ripped paper sticker at the bottom of the unit which may indicate that it was a refurbished one.
I had to take it back to the shop and now they want to source a new one