(Yet) another customer services triumph...
Posted by: ChrisBathory on 29 September 2003
Hi everyone,
I just felt compelled to report my experiences at the hands of Naims highly skilled Customer Service 'therapists' !
The full story ia that I became the proud owner of a vintage CD2 about 3 months ago via ebay, having taken some email advice from Richard Dane on which models to consider.
I was completely blown away by the machine which trounced all over my (admittedly somewhat sick LP12/Ittok/Troika) in fine style.
All went well for a few weeks, although I was getting a wee bit of occasional mistracking (sudden silences of 1 or 2 seconds long), and a few of the dreaded ERR displays, all of which seemed to respond to careful cleaning of the respective disks.
However on returning from my summer hols I only managed to play a single cd before the CD2 rather sulkily gave up and would only display 'ERR' in response to any button pressing.
A quick email to Richard for advice got me a 'send it here and we'll have a look, and you should expect the worst' response. A couple of days later I was able to drop in to the factory, and hand it over into the capable hands of Mark.
Two weeks later and I got a phone call from Sheila to say it was all fixed, and ready to collect, so last Friday morning I and a 'chum' hurtled off to Salisbury to collect it and try and blag a factory tour!
I had asked Richard for a formal tour, but with Heathrow being 'on' and being a huge resource drain he advised that it would be impossible, although I might be able to 'twist Sheila's arm' into a 15 minute fast walk-about.
As it turned out, Mark was very willing to give us a half-hour tour - and an excellent job he did too! After a hugely informative and helpful experience, I left clutching my CD2, with a not-too-serious charge (whew!) incremented onto my Visa card.
Two days on and the system is back on song - playing any cd I care to load, and getting nicer and nicer as it warms up and settles back in...
Huge thanks to Richard, Mark and Sheila, and the technical team who have replaced the mechanism and restored the CD2 to what seems like brand new condition...
Cheers!!!
Chris
I just felt compelled to report my experiences at the hands of Naims highly skilled Customer Service 'therapists' !
The full story ia that I became the proud owner of a vintage CD2 about 3 months ago via ebay, having taken some email advice from Richard Dane on which models to consider.
I was completely blown away by the machine which trounced all over my (admittedly somewhat sick LP12/Ittok/Troika) in fine style.
All went well for a few weeks, although I was getting a wee bit of occasional mistracking (sudden silences of 1 or 2 seconds long), and a few of the dreaded ERR displays, all of which seemed to respond to careful cleaning of the respective disks.
However on returning from my summer hols I only managed to play a single cd before the CD2 rather sulkily gave up and would only display 'ERR' in response to any button pressing.
A quick email to Richard for advice got me a 'send it here and we'll have a look, and you should expect the worst' response. A couple of days later I was able to drop in to the factory, and hand it over into the capable hands of Mark.
Two weeks later and I got a phone call from Sheila to say it was all fixed, and ready to collect, so last Friday morning I and a 'chum' hurtled off to Salisbury to collect it and try and blag a factory tour!
I had asked Richard for a formal tour, but with Heathrow being 'on' and being a huge resource drain he advised that it would be impossible, although I might be able to 'twist Sheila's arm' into a 15 minute fast walk-about.
As it turned out, Mark was very willing to give us a half-hour tour - and an excellent job he did too! After a hugely informative and helpful experience, I left clutching my CD2, with a not-too-serious charge (whew!) incremented onto my Visa card.
Two days on and the system is back on song - playing any cd I care to load, and getting nicer and nicer as it warms up and settles back in...
Huge thanks to Richard, Mark and Sheila, and the technical team who have replaced the mechanism and restored the CD2 to what seems like brand new condition...
Cheers!!!
Chris