Naim muso . The warranty service is very poor

Hi-Fi Corner
1

I bought the Naim Muso 2 speaker in Vietnam on May 18, 2023. After 9 months, it had a problem connecting via Bluetooth. I sent my speaker to the Naim distributor in Vietnam, Hoàng Hải Audio, for warranty service in May 2024, and now, after 6 months of waiting, they still haven’t repaired it for me. They told me that they have to send my speaker back to the UK for warranty service, and I would have to cover the shipping costs. I contacted Naim, and they didn’t even bother to reply to my email. This has been a terrible service experience that Naim has provided me.

2

Hi Nicholas, welcome to the forum. Sorry to hear of your experience here with your Mu-So. The warranty contract is made between you and the reseller and distributor, and then essentially underwritten for them by the manufacturer (FWIW, oddly enough, checking on Naim’s web they don’t list a distributor for Vietnam - maybe an error? - although I do see that there is a Focal Powered By Naim store listed in Hanoi). Anyway, although I’m not familiar with consumer rights or protection in your country, if the item was still under warranty when you took it in, I would think that it is the responsibility of the distributor to see you right on this, just as it would be here in Europe. You say you have contacted Naim by email. You should have received a support ticket number. If you could let me have the number I can email Naim and enquire with them. Thanks.

3

I have contacted Naim via email and have also sent the complete purchase invoice as well as the warranty receipt from the distributor. I have also asked Naim to work with the distributor in Vietnam, and now, six months later, I still have not received warranty service for my speaker. They even told me that I have to pay for shipping the speaker to the UK before they will send it for warranty service; otherwise, my speaker will just remain in one place with no solution at all. What I need is an answer to when my speaker will be repaired, but no one can answer that question for me… Your ticket number is 208662

4

Thanks, I’ll email Naim and ask them to investigate and get back in touch with you.

5

Thank you, I look forward to good news from you.

6

They tell me they are looking into it for you and will liaise with the distributor.

7

They worked with the distributor Hoàng Hải Audio in Vietnam over a month ago, and my speaker has still not been repaired under warranty.

8

I still haven’t received a response from the distributor and the company regarding my warranty speaker case.

9

I have been told that they are on the case for you. I shall follow up.

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10

I’m told you should be hearing from someone today.

11

Nice one. How dare anyone mess with “The Richard Dane!”

Fingers crossed they call you

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12

Thank you, Richard Dane! I just received an email from the company saying that I will be getting a new speaker. Thank you very much!

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