CDX2 back from service...gutted!

Given Richard has already commented and passed on details of this thread to Naim, I'm sure the issues with Finkfan's cdx2 will be promptly dealt with and rectified....

Finkfan -

Very frustrating and disappointing.

HOWEVER: Even the very best companies will make mistakes and/or have things happen.  The real test will be how Naim addresses what has happened.  And based on 33 years of experience with Naim, I am confident Naim will take appropriate corrective steps. 

A very disappointing experience. And most unlike Naim. I've just had my CDS3 head unit serviced- 4 weeks away and came back immaculate; I'm glad it didn't look like your unit!

Glad to hear you had a good experience Jo. Mine is just one of those very rare not so good ones. As Bob said I'm sure Naim will correct things quickly. Can't wait to get back to enjoying some music. 

The measure of a good company is how well and how quickly they respond when they get things wrong, so on that basis over to Naim.  I'm sure they will sort things out for you but it must be frustrating too

I'm aghast, and very sorry to read this. Have you got all the paperwork, so that everything is traceable? 

It's the exact opposite of my recent CDS3 service.

Naim will put this right for you, not that this helps you right now. Sorry to say.

Chris

Just had an email come through from Stephen Hopkins, customer relations manager at Naim who will be looking into this on Monday for me. Thanks to Richard Dane for getting in touch with him.

He didn't have to get in touch at this time of night. I'm very impressed! 

It must be so frustrating for the good people at Naim to see such a debacle.

I find myself asking WTF did the guy (or gal) that did this think they were at? You'd imagine if they had the temerity to do such a botch job on the innards they'd have the common sense to wipe the case?

In a way it's good it's such a botch job as it's obvious to you and will be rectified.

How many other jobs did this person do?

SJB

Sloop John B. makes a very good point but I think equally plausible and perhaps more concerning is that it could be a process not people problem. Naim has grown considerably as it has moved into new product areas. New people and new processes. Quality control during growth like that can be real tough to manage and yet is so very critical. I wish them well.

Finkfan posted:

Just had an email come through from Stephen Hopkins, customer relations manager at Naim who will be looking into this on Monday for me. Thanks to Richard Dane for getting in touch with him.

He didn't have to get in touch at this time of night. I'm very impressed! 

+1 or plus one 

I wonder whether someone in the courier chain might be responsible... the missing transit screw is especially odd though.

It almost looks like someone else's trashed unit sent back by mistake. Dumb question but does the serial number match the one you sent?

If you have CSI friends you can get those fingerprints analysed.

Real bad indeed! In Japan, it could end up as seppuku

Something's out of kilter here, and doesn't add up; It's so totally uncharacteristic. It would be wise to await Naim's findings  before further speculation.

I appreciate the OP is upset - as I would be. I will not speculate further, how or why this has occurred.

Well done to Richard - and Steve - for getting on the case so quickly. I trust Naim, that it will be resolved soon. 

Tony I agree. To the OP as this feels so counter  to the service and experiences most tend to have with Naim please do update us all with what went wrong when you do talk with Naim.

Thanks

Simon

Will do. No more comments from me for the time being on this highly unusual experience. The player has been boxed back up and I await further instructions next week. I have every faith this will be rectified swiftly 

ryder. posted:

If you have CSI friends you can get those fingerprints analysed.

What are the chances?!

C.

Maybe Naim should have their own labelled packaging tape, once sealed at the factory you would then know if a courier took a peep in the box.

It does have its own tape.

C.

-goat- posted:

I wonder whether someone in the courier chain might be responsible... the missing transit screw is especially odd though.

I had my one year old cd5i returned from Naim without the transit screw having been fitted by them about 2006. They were very apologetic and blamed the FNG if I recall correctly.

Anyway I got a replacement cd5i pretty damn quick delivered to my door from them.

Ray

Ah okay, just checked my Naim boxes and no special tape on those maybe you get Naim tape when an item has been in for service at HQ, was the OP CDX box sealed with Naim tape if so was the seal broken as this would rule out the courier.

thebigfredc posted:

the FNG

??

C.

****ing new guy. Sounds far more likely than the courier. Couriers have to deliver about 80 parcels a day, so it seems rather unlikely that one would have time to open the box, remove the transit bolt, throw the puck away, cover the box in fingerprints, and then re-seal this box, doesn't it?