Is anyone else having problems with Naim service and repair? I dropped unitistar off at the dealership as instructed. While there he emailed Naim requesting collection for both service and repair to CD mechanism and received the automated response confirming the request was received. After 2 weeks I emailed Naim support for an update on progress and return times etc. They came back asking for an SRA number. I requested this from the dealership who informed me my unitistar was still awaiting collection despite him sending multiple requests. Is this normal?
I know Naim service had to suspend taking in items for service a couple of months or so ago (they were overwhelmed - dealers were informed by their reps) but not sure the status right now. Who is the dealer and what is the SRA number? With this I’ll try to find out what the issue is.
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Thanks for your very quick reply. My dealer is John Roberts at Midland Audio XChange, Belbroughton. I don’t know the SRA number. John has only received the automated response confirming the request was received.
I’ve just heard back from Naim. Service receipts have only just been resumed this week, so it should be possible now to proceed.
The suspension and resumption should have been relayed to your dealer by their rep, so not sure what happened there.
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Hi Richard, thanks for looking into this so quickly and finding out what the issue is. I’ve gone back to my dealer. He wasn’t aware of the suspension. He also said he has sent other items for customers without problems recently. My unitistar requires both a repair and service is it the service where the hold ups are? He also tells me he still hasn’t received details to send/courier/get my unit across to Naim. I really don’t want to get stuck in the middle of this. Is there anyone at Naim who can take ownership and perhaps contact me?
Your dealer needs to get in touch with their Naim rep.
Failing that, you could contact Naim support (support@naimaudio) and let them know your issue. If you do so, then you should receive a ticket number straight away. I’m not based at Naim but if you let me know the number and I can push it for you.
Hi Richard, I have gone back to Naim support to ask for their help. Thought it best to let the bank holiday weekend pass before I contacted them. I will let you know if I make any progress.
Kind regards
Roy Hinton
Hi Richard, lt seems that I am stuck between Naim and the dealer. Naim claim the dealer had not completed the service and repair request fully. The dealer tells me that Naim had addressed emails incorrectly to him. After my communication with Naim on Tuesday they have made contact with the dealer. He is also saying that he is now being asked to complete diagnostics which he hasn’t had to do previously and takes time. He tells me he will endeavour to give Naim what they want today. All of this leaves me almost 4 weeks on without my expensive unit which I have used daily since purchase having agreed to at least a £500 bill for service and repair with no idea as to if and when I get my unit back. So far a very poor experience. I suspect I will have to chase tomorrow as any form of proactive communication from either Naim or the dealer seems to be an alien concept. Roy
Thanks Roy. Yes, no fun to get caught between the two but at least it looks like it’s now getting sorted out thanks to you contacting Naim support. It’s up to the dealer to really drive this kind of thing so I think if they are having issues or staff don’t fully understand what’s needed in these situations then a discussion about it with their rep would be a good idea when they have their next scheduled meeting.
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