Have a Naim Uniti2 where the display has faded.
The difficulty for me is that it’s a 80 mile plus round trip to the nearest dealer. For me, it’s a policy that doesn’t care about the environmental impact.
In fact, one Naim dealer near Manchester refused to accept the function of arranging a repair for me, when I was visiting family. Told me to take it back to Cardiff, where I bought it from. I live in Lincolnshire, 200 plus miles each way.
If the unit needs to go by courier, then why on earth can I not send it directly to Naim, having got an agreed date to send it to fit in with their work schedule. Pay them direct.
The dealer’s rationale was that he didn’t want to be the holding centre for faulty Naim products until given permission by Naim to send units to them. In a way understandable. It was at a time when Naim wouldn’t give him permission to send it in claiming they hadn’t got components so after several weeks waiting on Naim I was asked to collect my unit, so a third visit to visit family and Naim agent. To be honest I don’t know who was really being honest, but the Naim repair process is, for me, very poor.
I still believe that Naim could readily adopt a process where owners could send their units directly to them. It’d demonstrate a commitment to the ‘green’ agenda and be more efficient for all concerned. Do they really care?
It’s a pity they didn’t design the unit with LCD display rather than LED.
It used to be that you could send in directly, and for a small business this would probably still be possible, but as the business has grown IIRC there were issues with this so the policy of only through the dealer was introduced, which I’m told worked better.
There was indeed a time during the pandemic and for a while afterwards where certain components were in very short supply and Naim were unable to do certain repairs, servicing or upgrades on certain items at various times. Sometimes it could mean waiting months for only a limited supply of parts, so Naim would understandably stop taking in affected units during that time.
I think most dealers are requesting RMAs before accepting any kit so they don’t have to store it, so the “dealer” in question is either taking the proverbial or unaware this is possible. The kit can be requested when the RMA is getting close to the front of the queue.
Thankyou or your replies. Much appreciated and a lot of sense. I think I’ll end up taking the unit in to a Naim dealer in Nottingham. I prefer to drop it off, so that it’s not thrown about I.e. any physical damage is not down to me. Will probably take the train if the dealer’s not too far from the station, so if you see a guy carefully lumping a Naim Uniti2 in its original box across Nottingham you’ll know it’s me.
But seriously, I hope that Naim spot this conversation and reflect on their policy. Some of their dealers are not interested unless there’s likely to be a future sale!!
Can I just offer a different experience. I let my dealer know I wanted four boxes serviced (252/SC/300) in early December for a new year slot. He organised everything, came to my home to pack it all up. Three weeks later it was back at the dealers and reinstalled within another week. Seamless and how I think the system should work. This is not to denigrate the experience of others, more to reflect on the quality of the dealer that you give your business to imho.
Ditto me. I do not have it back yet but there was no issue in booking my CDX2 in at the beginning of this month for a service and pre-emptive mech renewal (whilst in stock) at a quoted cost that aligns with the Naim price lists I’ve seen. I think it comes down to the dealer to be honest.
Just an update from my experience
I emailed naim with the problem with my Supernait2 within the hour I had a reply and I was packing it up and dropped it off at my dealer
it then took exactly 4 weeks from my first email to naim and it being sent from my dealer, being fixed and returned, and sitting back in the system !
Just wanted to thank you all for such a fantastic service
I’ve had similar good service for the firmware crash on my nDAC. The chap I spoke to was really helpful (Steve) and it was also about 4 weeks turnaround, a new logo was fitted too. All FOC.
Thanks Richard, Forgive me, but I didn’t express earlier actions taken. I emailed Naim service team, got no reply, so after a month I called. Their job was closed without reply and basically that’s Naim’s policy and I just have accept it. Polite but no movement on policy.
I shall try again, but this time contact their support team as you have suggested.
I sent my 252/SC/300 off in January and they came back in three weeks. My headline is being returned on Monday, also three weeks. Clearly Naim are servicing as usual.
