I have become alarmed over the failure of Naim Support to respond adequately to messages sent and acknowledged.
One case for this Thread is that I have had to attempt to replace a Naim Uniti -1 screen because this is no longer repairable via my Naim Dealer (Audio-T, Headington, Oxford) who nevertheless went above and beyond in trying to help me.
I have procured a replacement screen and managed to dis-assemble my Uniti-1. However, the internal (white) cable interconnecting the main board with the screen has been damaged. It is a 30-pin flat cable of around 40cm length, but otherwise has no identifying code or other marks to assist anybody needing an exact replacement. I therefore sent an email to Naim about this, and received a response on 24 July stating that as they are ‘very busy’ it might take time to reply.
During the intervening weeks I have bought and tried several possible replacements, none of which fits properly. And, oh, yes, I’ve also been on holiday - Just like Naim, it would seem.
A sample of my response from Naim is here:
Thank you for your email - we would like to acknowledge that we have received your enquiry which will be reviewed by a support representative.
Your Ticket Number is 169493.
We are currently in our busy period, and apologise if it takes us longer to get back to you than usual.
I’ll be posting a similar complaint in the HiFi section about Naim’s failure to helpfully respond to a problem I’m having with what interconnects are needed to link my Nac-552 and PS with balanced-end power amps.
Seemingly, customer support is a very low priority - which is not the Naim so many of us grew up with and loved so much.