Unhappy with the new NAIM update

hi simon
@Richard.Dane
i have checked spam folder and gone carefully through main inbox looking for anything that could be from naim and i can’t see anything. the email i had didn’t reference a ticket number

I would send again to: support@naimaudio.com
The return email from their auto ticketing system is also: support@naimaudio.com

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hi dan @Richard.Dane ok i will - but if they don’t issue ticket numbers for problems raised via the contact support form on the website that seems to be a major issue

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Exactly the reply I received.

No request for additional details, no suggestions other than a factory reset and no mention of being aware of a potential issue which is under review.

Seems to be a common enough problem to have a reply already prepared.

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hi @Elfer
did you get a ticket number?

Yes.

I didn’t use the online form, I wrote directly to the address mentioned by Simon above.

hi simon @Dan_M @Richard.Dane
have sent an email raising sound quality and lack of a ticket number for issue raised via website - i now have a ticket number for that

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I don’t think that’s possible as the system operates by ticket numbers.

“If not already provided, please can you confirm the product you are using, the firmware version it is running (settings – about – version) and a brief description on the difference in sound quality).”

hi richard
all i know is that i have no trace of an email with ticket number after raising issue via website and the email i did get didn’t refer to a ticket number. i have now emailed support raising sound quality AND lack of a ticket number - will see how that goes

OK good.

Maybe they’ve ran out of numbers

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The current firmware is the firmware that has the problem.

So, beta testers will only be able to rollback to this version.

Unless Naim decide (purely for testing purposes) the previous version is made available to beta testers.

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GraemeH

6m

I got a ticket number a few weeks back, with a bit of chat back and forth, including:

“The issue has now been reported and logged with our software team, who are working to resolve it.”

I’ve largely ameliorated the changes I was hearing by adjusting toe-in (toe-out) and distance from the back wall. I reported this back to support. Still a touch ‘toppy’ on some recordings but, given my experience of firmware changes over the years, I’m sure it will be sorted.

G

That most basic information was already provided, I mean actual detail which might help troubleshoot a problem. Asking “if not already provided” further shows the impersonal nature of this cut and paste reply.

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Couldn’t help but laughing :smile:

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Laughing is something the Naim owners cannot take away from us… musical pleasure, yes.

Come on Naim lets have a response on this thread, something!

This reminds me in some weird way The Truman Show. The boss sits above the clouds and when Truman deviates his friend (HH and Richard) enters the scene with a six pack of beers.

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It’s getting desperate now, anything

DG…

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I didn’t get a number either.

They’re not accepting that this is a support issue.

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That’s what I meant - explained it badly maybe. Beta is newer but can only revert to current release which is older not versions earlier than this.

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