I have been immersed in the world of hifi and Naim for many years and have owned many different components. I needed very little support but when I did, an email to headquarters took care of it. More recently I installed a Unitiserve and needed more extensive technical support to rip my cd collection to a NAS. I then acquired an ND5XS and needed more help, particularly with the metadata.
In both cases, Phil at headquarters referred me to Eric at Plurison. For those not familiar. Plurison distributes Naim in Canada and provides both repair and technical support services. Eric applies a very high level of knowledge and expertise that is a credit to both Plurison and Naim. He went beyond the "call of duty" both times and leaves me with a high degree of confidence in the Naim support network.
My advice to all who are baffled (or otherwise stymied): Call for help! It's there. Thanks Eric.