New NAP300DR - rant

Just because someone messed up by omitting to put the burndies in the box does not mean that the whole manufacturing process is broken. That said, it is very disappointing when this sort of thing happens. 

I'm not sure a 'rant' is required in this case however. Is it better to let the dealer deal with it discreetly or to go public? I'm not sure. If it was a fundamental flaw in the quality control process that could be remedied and thereby help others then I'd say it was. But in this case, where it's more likely someone just made an unfortunate mistake, which is something we all do from time to time, I suspect not. 

Perhaps your dealer can lend you a burndy to get you going? 

Aye (wei wei).

I would be very irritated too.

Reminds me of a few childhood Christmasses  when I received the pressie I'd waited months for only to find certain relatives forgot to buy any batteries to go with it and having to wait until the 27th when the shops re-opened. Pure torture!!

My 300 DR due any day. Fortunately its replacing a 300 so I'll have a burndy to hand should the same mistake happen 

One won't be much good, unless you like mono.

No, I have not experience a DOA naim yet.

But I have an experience with a brand new Superuniti that comes with a scratch on the volume knob. This was exchanged with the dealer. Not exactly great QC there.

In the world of watches, we are paying for an Omega here not Seiko. I wouldn't accept anything less than perfect condition when I put the new Omega on my wrist. The same applies for Naim.

This is all about customer experience. The design, build, SQ and packaging all contributes to the overall customer's experience. In the OP's case, it's now at 0 since he can only look at the amp.

Naim prides themselves for tight tolerance in their manufacturing process, it is these small things like missing cables that brings the customer's confidence down.

If I am the Quality manager, I will be very concern. Although it is not a DOA, it is one big lapse.

I think some of the comments here are rather harsh towards the OP.  Put yourself in his shoes.  I've got 300DRs on order to replace my current ones.  I would be seriously frustrated if having unboxed them I found them to be missing cables.  In my situation I would reuse the existing ones but this would be even worse if that wasn't possible, as appears to be the case here.

I suspect that putting the cables in the boxes is a manual task which means that it will be prone to error.  A 99.9% accuracy rate would be very good but there would still be that 1 in 1000 unit that is wrong.  Also not the first time I've heard of a wrong/missing cable.

As for the dealer not opening the box, this varies from dealer to dealer.  My dealer doesn't open the box unless there is sign of damage, so that they can demonstrate that it is brand new from the factory.

Commiserations to the OP, I hope I don't experience the same.

It was boxed 4:30 on a Friday.

Zeny,

I bought my 252 around 12 years ago by Christmas.

They sent the wrong burndy and i had to wait 2-3 weeks as the factory was closed.

I so pissed that i really understand your mood. It is a pity that these kind of things still happen.

PS - I also bought a sh CDS2 that had returned from service at Naim and was rocking because the feet were not "aligned"

Try to be patient. I had to. 

Regards

Rui

If you haven't already, it might be worth asking if, perchance, your dealer has a cable he'd be prepared to lend you for a few days in the circumstances.

Its a forum. There are going to be a wide range of views expressed.

Naim have slipped up. The OP is justifiably pissed off. It is a First World problem. It is completely incomparible with third-world issues.

What now matters, is how Naim/dealer resolve the issue,.If it takes three weeks, the OP will be justifiably "really" pissed off. If it is resolved in a couple of days - regardless of geography/weekend etc, then the OP should be able to relax back into his First-World comfort zone.

Maybe the burndy packer at Naim was pre occupied by Facebook or Twitter on their mobile as the Nap300 box passed by

I'm 100% with op on this. It doesn't matter where you are in the world. You spend that much on an amp (it's a lot of money) and you're told you have to wait 2-3 weeks for the missing cable to turn up. He should have it in 2-3 days.

Maybe it was a simple oversight by someone at Naim to specify 'Burndy cable in each NAP300 box'...

There is clearly a problem in the Naim packing department as this is the second missing cable in a 300 as the same problem was also reported in this thread. If sorted out 'privately' between the dealer and Naim you can only be sure THIS particular incident is sorted but the underlying cause (training and QC in the packing department) may go unresolved.

By bringing the issue on the forum (admittedly in a rather assertive way) there is more chance that it might come to the attention of someone senior in Naim who might get the root cause of the problem sorted and stop it happening again.

I run a pub and I absolutely want to know if any customer has any issues. For me unresolved issues tend to be fatal in that the customer simply doesn't return. Once I know of an issue I sort it to the customer's satisfaction and also fix the root cause of that problem so it doesn't rear it's ugly head again. So I would hope you would find that Naim welcome being alerted to such problems so they can resolve issues once and for all, maintain customer delight and foster customer loyalty. It is in their commercial interest to be told in no uncertain terms that such basic errors are unacceptable when such premium prices are being paid.

Steve is a top man

There is nothing wrong with a good rant, can be very theraputic.  And if you have paid thousands of pounds for a product and waited weeks for it to arrive you have every right to complain loudly when you don't get what should have been included to use that product.  That said if Naim deal with the issue with alacrity then its problem resolved and I'm sure the OP will report back on here if they do.

Perhaps it is karma for some previous tantrum thrown?

I think there are two possible levels of aggravation: feeling annoyed and feeling pissed off. If the OP still had to argue with Naim and/or the dealer about the question if the cables were really forgotten by Naim's packaging department then he would be entitled to feel pissed off. But this doesn't seem to be the case, the cables will be delivered in a few days, so IMO feeling annoyed is the appropriate mood.

While you are waiting, why don't you connect the power and turn on the amp to start the warming & burn in process?  I don't think any harm will come to it powered up and not connected to anything else.  (Correction requested if I am wrong on that premise.)

When life gives you lemons, switch to beer...

I don't dare to just switch on the PSU without connecting the amp through the burndys. Bad things might happen.