So how many times have you reached out to a manufacturer’s support team to ask a question which you believe you have phrased succinctly and accurately only to receive a reply to an apparently wholly unrelated question…….?
I should add that, in my personal experience, Naim are the least of the offenders 
in this regard.
ATB, J
Naim once requested people put themselves forward for beta testing in a very specific format. Still waiting for that response.
Over the years I had reason to submit 3 other email queries. Not 1 response. A lot has changed for both Naim and myself in the interim but the sense that the company never really got to grips with an efficient customer service process where nothing went awol has never really gone away.
I suspect that your big mistake Mike, is that Naim had heard of you!!!
As ever with these things someone will be along soon to tell you that your experience didn’t happen or was wrong. I’m also aware of how random distribution works i.e. you would expect some people to have more than 1 poor experience and for that to be disproportionately represented online. All you can do is say “this is what it looked like for me”.
Same happens with most companies regardless of size. All I’m saying is not that it was good or bad. More that I’ve never had a sense Naim have been in control of it for a long time now.
I have submitted support requests to Naim a number of times (2 or 3 I think). Never received any reply or even a ticket number. I did receive an invite for a survey once, asking if the request was answered…
Loads of times. I would say half the time, it’s because I’m receiving a reply from someone in the customers services team who’s not technically trained/wrong person/team don’t care and half the time because the company doesn’t want to admit a problem or get involved.
I experienced the complete opposite customer service recently with SensorPush. They make temp/humidity sensors. I have three sensors, 1 new, but had a small issue with 2 of them in extreme conditions which were 3 years old. I sent them an email, expecting either no reply or a standard non-committal one. The reply was detailed, no problem at all, sent me 2 new ones, keep the ones I have and even paid all the shipping/customs charges from USA. Superb customer services.
Worst one for me is when you get asked a whole suite of questions by automation I.e account number date of birth mothers maiden name etc. And then when you finally get through person asks you same security questions all over again 