Fair enough. What I meant is that they didn’t know (and couldn’t know, if I read that correctly) that 3.10.1 would still affect a portion of streamers. As I said, “sh*t happens” is how I look at the world and that has made me happier over the years. But I really feel for those very negatively affected and would be as frustrated as you all are, although would use manure picking as my outlet—I live on a farm! So, keep fighting…
1 Like
Where have I done that?
At no point have I discounted what others are hearing and if I had a top tier system such as yours and had heard a significant deterioration in SQ after an upgrade I would be furious, too. All I’m saying is that the sound of my Atom has not worsened after the recent upgrades, if anything it has slightly improved. And I simply request that my experience be not completely discounted just because my system costs a fraction of some others.
Roger
4 Likes
I was referring to the wording used by another Forum member and unrelated to anything you may have written.
Tell me that this isn’t xenophobic, and wholly unhelpful on the Forum:
“I’ve also done a few factory visits, so I feel like I know the staff and the ethos of the company but I guess it’s the French that are running things now. Maybe it’s backlash for Brexit, or maybe it’s just how the French treat their valued customers. I don’t know?”
1 Like
Firstly, congratulations; the 3k milestone. Hope the boyz at Naim PR are taking note!
I personally would just like the SQ of my system back but if Naim do not fix the issue, and it has already been over 4 months, then consumer law does come into play. There will be a ground swell of folk who are willing to take formal action in order to protect their not insignificant investment. The publicity alone, will be catastrophic to the brand.
3 Likes
Really? Maybe you need a cold bath.
2 Likes
Some of the language being used on this thread is concerning, bordering on xenophobic. Please desist. While I feel for those affected, I’d like to be able to keep this thread in place rather than be put in a position where I have no option but to close or remove it, so please would members moderate their language and tone. Thank you.
I can’t really add anything new except to repeat what I have already posted a few days ago. Naim are not ignoring anybody here. They are investigating the issue. However, if you are expecting a daily update from me then I’m sorry, but you’ll just need to wait until there;'s something concrete to report. I know it can be frustrating but screaming and shouting on this thread and saying that Naim don’t care is not just incorrect but doesn’t help anybody either. Neither does making veiled threats on here, so again, please desist. Thank you.
29 Likes
I think that one of points raised is the issue of communication. Everyone is pleased to hear from you as there is absolutely nothing coming from Naim themselves.
At the end of the day, things go wrong, but it’s how the company deal with and communicate about the issue as well as correcting it.
We had a gas explosion here last year and all the gas mains got flooded with water, not only did the gas company repair the gas main, but pumped hundreds of thousands of litres of water out the gas mains as well, which took over a week to do so everyone was without gas for that time.
More importantly, it was the way the gas company communicated with us, twice daily texts, twice daily emails. I also got a daily phone call as with my medical condition, I was classed as vulnerable. This kept us all informed and updated with what was happening. Yes, the gas was off but we were all aware of what was being done.
I’m not suggesting that Naim has this frequency of communication as they are a much smaller company, but some communication to the affected users would be nice as you can clearly see the damage that is being done.
It is appreciated that the root cause may have been caused by other third parties, as the gas explosion was, but the difference was that the gas company stepped up and took control. Naim has not.
DG…
12 Likes
Fully agree. Stonewalling the customer through the official channels must be hugely frustrating for those affected.
I think we’ll be in choppy waters until the matter is at least acknowledged by Naim. Formally.
6 Likes
Great quote!
4 Likes
Comparing a major fail in a dangerous utility with a hifi glitch is dubious, at best. 
3 Likes
Thanks for your reply.
Communication is so important, irrespective of the size of the company. Damage can be done at any level.
DG….
3 Likes
My apologies if my inappropriate comment caused any offence as that was not my intention but the lack of acknowledgment, communication and action from Naim finally got me to the point where I felt in necessary to vent some long-held frustration in the direction of senior management and for that I’m sorry.
I’ve now removed the offending reference.
7 Likes
Thanks Richard
Sometimes it’s good not to be a native speaker - or native reader.
On the other hand I fully understand the emotions here.
We here are having serious problems with a not so cheap audio system and all what is left is constant hope that something is sometimes happening (or not) … And as mentioned 1000 times, Nothing official communicated from naim that it will be dealt with - even if I am fully aware they care in the background, not a word written here. It really gets near to being ignored.
For the moment the only official statement is … we all know the text from support.
No success getting any statement through dealer and distributor as well.
My confidence is all down as is my trust in my favorite brand ever. From this result it might be too late for some of us to fix the relationship - but maybe some could be saved.
And some people here having fun in putting oil to the fire does not help at all. For me this is also sometimes critical for this thread.
Ps: I too am open for a refund option.
5 Likes
That will soon bring you back down to earth.
Give Naim some time to look at it more, it is just software and if they get the priority/resources to fix it I’m sure they will.
1 Like
Is it possible that (given its age) this is the moment that we are witnessing the limitations of the current Naim software platform and new requirements can only be met with the risk of the SQ effects a number of users experience?
In other words, is a new software platform the only real solution for the issues?
1 Like
No, I don’t believe that is a xenophobic statement… it might be mis judged, naive, political or small minded view of a corporate management approach… but not xenophobic, which as we know is a fear or prejudice of people/attitudes of other countries.
You hear such comments frequently when associated with take overs or buy outs… the nationality of the parent company becomes incidental, it’s the corporate culture that is often being referred to.
I do believe casting such views as xenophobic is rather unhelpful and potentially offensive, as these days xenophobia has been hijacked to become a politically loaded term with only negative connotations and often used as a euphemism for racism, and as such can be used to stigmatise and shut down debate and views, rather than lead and educate.
19 Likes
I cannot agree more with your recommendation that we watch our language. Some of the comments have no place in this forum.
However, there has been zero communication directly from Naim to say that they even acknowledge any of us here. In fact the opposite, some have received responses that there is no issue in their minds via a corporate non personal email, and others like me received nothing from either my direct raising of a ticket or a question to my dealer who phoned Naim.
With 100k + kit in my house this is unacceptable to me from any company. I would be frustrated if this were happening with a fault on a £500 washing machine let alone an elite piece of electronics.
If you add up all the kit and all the years of loyalty of all the people on here this is a significant group of dedicated customers - have the courage to engage, even if you disagree. As a psychologist I know silence or at best non-acknowledgment creates dissonance.
There is emotion here because people care…. Showing it back directly rather than via these indirect channels would have dissipated this a long time ago.
10 Likes
That is 100% the same as I think and experienced - except that I got an email from support.
Surprisingly, when you have invested 35k+ in a flagship streamer, performance and consistency of SQ do become a wee bit of a concern.
7 Likes