Hello everybody
On 24 dec i sent a question to naim support through their official site regarding my CD5XS that has no sound even though it can read the CD tracks and play normally but unfortunately there are no reply yet until today 29 Dec..
Is it normal for the support that so slow from big brand like Naim?
Anyone has the same experience here?
It’s probably because the Naim and Focal team are all on their Christmas break. I would guess that they will get on it as soon as they are back the week beginning January 5th.
p.s. You should have received an automatic reply with a ticket number. If not, check your junk folder.
You may well find that the CD5 has swapped outputs from din to RCA. You can check this by putting the remote into CD mode and then pressing the disp button for three seconds or so. O means din, oo means RCA. Press disp to toggle between. Long press once you’ve chosen the right one. Hopefully this will fix it. The process is described more fully in the manual.
I think 7-14 days for response is normal in general for any scenario where there is no additional paid support contract between the end user and the vendor.
I often get responses from help desks much sooner, but my expectation is 7-14 days.
Oh yes i have the ticket but in my junk mail. Thanks Richard 
Yes i already did but unfortunately both din and rca did not have any sound 
So you sent it Xmas Eve. The following 2 days are Bank Holidays. The next two are the weekend. It is now 9am on the Monday.
Honestly do you think most companies would have replied in that time?
I think your expectations are unreasonable. Sorry.
Bruce
Erm Christmas holidays? And Xmas day and Boxing Day are bank holidays in UK, following which most businesses don’t work weekends, while many businesses close early on 24th December, Christmas Eve. So to expect a response to an emalbefore today seems wholly unrealistic. Also, in many businesses emails are rarely watched to pick up instantly, viewed but just a few times a day, so a same day response would seem exceptionally quick - a phonecall is far better for something very urgent. N.B. While waiting, do also bear in mind that many business also either close or have just a skeleton staff with limited capacity in the non-bank holidays or weekend day between Christmas and New Years Day bank holiday.
That will be your computer system’s “decision” and not the fault of Naim
I assumed it was
a) a joke
or
b) someone who has forgotten what part of the year it is
or
c) someone who has unrealistic expectations
or
d) someone who has lost the plot.
e) all of the above
f) someone from a country that may not celebrate Christmas and the new year like we do in Europe?
I must say if I was asked I’d have no idea of what sort of holidays people from Indonesia take at this time of year and perhaps people from Indonesia have similar lack of knowledge about our holidays in the UK and Europe.
.sjb
I am very disappointed. I sent a mail to Naim support at 1 am. 5 hours later I have still no response. But what are they doing ?
Absolutely. Context is pretty important here, and even if the OP is in the UK there are so many things which are 24/7/365 these days - clearly a company the size of Naim isn’t Samsung/Sony etc and they can’t do that with real people working such hours. I suppose AI solutions might help in due course to escalate appropriately but the human touch is important to most of us.
In the 16 years I owned Naim kit I sent 3 emails to support and 1 to the beta team. I look forward to one day getting a reply to maybe one of them.
Gosh, that does seem strange.
I was just thinking that even if the automatic response went to ‘junk’ it would be nice to think it included a message about factory downtime over the festive period and likely delayed responses compared to ‘normal’.
That is weird. Although I set my expectation for consumer product support to 7-14 days for a human reply, I’ve always had a human response from Naim within about 2-3 business days during non holiday season.
I think it is also worth remembering that for people with a Naim dealer relationship, the dealer provides at least L1 and often L2 support rather than Naim direct.
Indeed, all issues I had first spoken to my dealer about.
Good detective work! It did cross my mind, but his first post about his CD player reveals he lives in Indonesia as you say.
You should have, at the very least, received an automatic reply with a ticket number. If not, it’s usually down to one of two things - either it ended up in your Junk folder or it was blocked by one of the mail providers for some reason (sometimes the is an issue when someone applies to join the forum).