2 months ago my Superline started sounding dull, no high frequencies and right channel had very low volume. I tested it out with several different power supplies and cables to make sure nothing else was at fault. Thankfully it was still under warranty so I sent it off in early December for service. I received it back today AND IT’S STILL BROKEN!!!
To make matters worse the paperwork indicated they could find no fault, but they never bothered to call me to troubleshoot further. What is most alarming the masking tape I used to secure the transport screws HAD NEVER BEEN REMOVED indicating they never bothered to opened it up or do a listening test after service!!!
FAIL
I’ve been critical of the poor customer service from Naim/Focal NA in the past but this is a new low. I’ve already sent a terse email to my poor dealer to pass up the line. (It’s not his fault).
I often lament about the good old days of amazing service from Naim Audio North America. Those days are gone and have been replaced with incompetence. I now understand why dealers are dropping Naim in the USA and I might do the same.
Clearly awful and I suggest needs taking up direct with Naim HQ, BUT @ChrisBell - maybe seems a silly suggestion, but have you plugged it in and tried yourself? Whilst the masking tape might appear not to have been removed, is it just possible it was, and replaced. After all, masking tape is designed to be easily removed without leaving a mark, and fir a while remains sticky enough to re- apply. And is it totally beyond the bounds of possibility that whatever was wrong might have been due to a poor connection somewhere, that bouncing around in transit reconnected? If it were me I would certainly check before ranting.
Also I presume in your preliminary testing you had tried swapping channel inputs to the Superline to verify the low volume on one channel was not cartridge or arm wiring, or better still but harder, tried a different TT/arm/cartridge, otherwise a different phono stage?
That really is a slap in the face, sorry to hear this Chris. You mention possibly dropping Naim…let me give you an example of what other companies out there are like.
I moved on from Naim several years back. I decided to go with a Nagra MPA integrated.
This was a used amp when I bought it from a dealer here in Ontario. One night I had music playing at a low volume and I drifted off to sleep.
I woke up to a popping sound, and could smell burnt electronics. Something blew in the MPA, so I contacted my dealer, he said to bring it in.
The Nagra rep had a look at it, decided it was too complex to bother fixing. He offered me what I paid for it towards a new Classic amp.
I jumped all over that, so ended up with a brand new amp which I currently use.
Good companies/service does exist out there.
Hate this for you Chris. Yes, the old days are long past, unfortunately. The only thing that has kept me somewhat in with Naim is my dealer, who just constantly goes above and beyond when something goes haywire, which again, unfortunately is becoming more and more common it seems.
While I still own a few pieces of Naim, I moved away from them for my main system back in 2018/19. It isn’t near the value for sound it once was for me. I still wish the company well of course, and still enjoy the pieces I still have.
Chris I feel your pain @ChrisBell
My only experience with Focal Naim was to repair my ND 555 which had a broken relay. Fixed though 6 week turnaround time was frustrating.
That said I would consider sending your Superline to Chris West at AV Options.
I’ve sent Chris many NAIM boxes to him for service and all service was done to perfection with good communication.
I too miss the old days with NANA.
David
He mentioned in another thread he had been using the phonostage aupplied with the Solstice with no issues while the SL was off for repair. So unless there is a cabling/Burndy/SuperCap issue, it’s surely the SL.
IMO the servicing issue has manifested itself into price destruction of the North American used market. There are other factors at play too of course, but used Naim prices have been a falling knife now for a couple of years.
My post has an audience of one, whoever is in charge of Naim these days. In the “old days” Julian would have responded here and later on I could contact Paul via email. Now I have no idea who’s in charge?
You can’t have “World Class HiFi” without world class customer service.
Really not sure of Focal/VerVent’s long term market intentions, but international doesn’t seem to be a priority….the words and the defences keep coming, but the reality on the ground is far different…
I have to admit, if I didn’t have have links back to the UK I would probably reluctantly be thinking it was sadly time to move away from Naim, something that would never have crossed my mind in the last 20+ years….
I understand the purpose of this thread is not troubleshooting. But, do you have a spare SNAIC that can be used to test the SL using the powered Aux on the 552 instead of the Supercap?
Sorry to hear this Chris. Not good. But hopefully just an oversight or misunderstanding at the Focal Naim NA end, and your dealer can get it back there and properly tested and fixed as quickly as possible.
If you wish to take things up with someone in charge then IIRC Arnaud Hendoux is the MD Americas for Focal and Naim, based at St.Etienne.
Is the parent company moving away from Hi-Fi separates and concentrating on Focal and speakers.
I know that the new NC series come out a little while ago, but will that be it.
VerVent Audio’s marketing does seem to be Focal centred and their retail outlets are “Focal powered by Naim”, with the emphasis on Focal.
It’s strange, I’m registered with both Naim and Focal, get lots of marketing from Focal but get nothing by Naim.
Given the recent debacles with the Naim website, Naim FW updates, changes to the Naim servicing elements, issues in North America Australia and, general lack of Naim communication, things don’t look rosy. Hopefully it’s only a glitch and they get back into their rhythm.
My dealer explained to me, that some months ago, Focal Naim NA had lost or had a problem with their inventory software. This caused all sorts of problems for Naim to send and receive gear.
Naim apparently had to turn around quickly and get a new system. Maybe they still have issues.