CDX2 back from service...gutted!

Naim is doing outsourcing of some service jobs?

tonym posted:

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.

But this is social media, Tony!

C.

a free upgrade to cd555 is in order!

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! 

Steve and Naim will sort this out for you, its frustrating for you and you have my sympathies. Its also very embarrassing for Naim and I am sure they will do everything they can to make this right for you. 

Its a shame as normally Naim's service is exemplary.

Christopher_M posted:

thebigfredc posted:

the FNG

??

C.

Flange Nut Grommet. It's, like, technical.

Thor will have something to say about this...I'm not claiming responsibility. Loki.

Finkfan posted:

Just picked up my immaculate CDX2 after its return from Naim for a service and transport replacement. She's been gone for 5 weeks now and I was really looking forward to settling down for a listen over the weekend. Unfortunately that won't happen. Opened up the box to find there were dirty finger prints all over it. The cd door swung open as the transit screw hadn't been re fitted and is nowhere to be seen. As the door swung open it revealed a nasty looking transit that looks like it's been sat on a shelf for some time or pinched for a cdp in the staff canteen. Also no puck has been provided for the new transport so even if I wanted to, I can't try it out! 

To say I'm disappointed and angry is an understatement I really did expect more from a world class audio company. Needless to say my dealer fired off an email to Naim and has started the ball rolling for a speedy fix. Wont hear anything now till next week and who know how long it will take to sort it out. Gutted!! 

Just seen this posting. I had a similar problem with my CD5Xs earlier this year in March/April. When I got it back after a repair at Naim it would not play, I then discovered that the outer casing was scratched, and the cd tray was finger marked and dirty. After making a posting on this forum I did have very good service from Naim. But it should not have been returned in that condition and I wonder still if it was tested after the original repair. I was without it for six weeks in total which I must admit did put me off the company as I never really had an explanation as to why it may have happened. However the kit is good and I am sort of happy again with it now.

For the record my own dealings with Naim are 100% but I'm beginning to wonder if their continuing expansion is starting to affect their quality and even managerial control.  Of course any company no matter how good has their problems but recently we seem to have had an increasing catalogue of issues - leads left out of new products etc.  

As an experienced business consultant I'm available at a competitive rate 

My 250 sat in their logistics area for weeks after being DRed. Naim actually reported that it had been shipped to the dealer and we waited and waited but nothing. Eventually my dealer called them to say "Oi!". It hadn't been sent anywhere. Apparently it had been forgotten until they were reminded.

Sigh. But it did come back in pristine condition.

Hmmm , I'm just about to send my 250 to Salisbury , should I be worried.

The Strat (Fender) posted:

...

As an experienced business consultant I'm available at a competitive rate 

Me too, and I can _listen_ very well.

Jamesie posted:

Hmmm , I'm just about to send my 250 to Salisbury , should I be worried.

My 2 250s went for recap and Dr Wednesdag and my 200 for a recap. I choose not to be worried since it does not change anything.

Can the dealer get the dates for when the units are send back, unless they are just stored in a forgotten corner somewhere?

I was told 3 weeks and transport from Denmark, so I asume 5 weeks is more likely.

Claus

I sent a faulty CDX2 back to Naim for servicing on behalf of a friend whose Naim-purchasing husband had sadly died.  It took a few weeks because the fault had fixed itself by the time it arrived in Salisbury, but they kept in on soak for a while, changed what they thought might have caused the problem and generally tidied it up. It came back immaculate and working perfectly, with a very reasonable bill.  She was very pleased.  

Mostly I think Naim do get it right (which of course makes it more frustrating for the customer when occasionally they don't).

best

David

Any organisation, no matter what the devotion to quality and customer service, will suffer the occasional service failure. It's how they handle it that makes the difference.

The Strat (Fender) posted:

 

As an experienced business consultant I'm available at a competitive rate 

As a very experienced business consultant I'm available at twice that rate.

Willy.

A quick update. The CDX2 will be starting its journey back to Salisbury tomorrow to have the issues rectified. Unfortunately its expected to be away for another week but there's not much that can be done about that. Looking forward to getting it back with a clean bill of health! 

Finkfan posted:

A quick update. The CDX2 will be starting its journey back to Salisbury tomorrow to have the issues rectified. Unfortunately its expected to be away for another week but there's not much that can be done about that. Looking forward to getting it back with a clean bill of health! 

I would hope an explanation would  be in order? ......or is Naims own personal Colombo still making his enquiries... 

PeterJ posted:

Any organisation, no matter what the devotion to quality and customer service, will suffer the occasional service failure. It's how they handle it that makes the difference.

Absolutely. And in general Naim do provide first rate service. We skew things a bit because we are a small but vocal community that treats everything with signs and portents of things to come. Naim have a large customer base but we give a lot of attention when things fall through the cracks (and rightly so - keeps them on their toes  .

I've worked for places that had a 99.997% success rate in customer deliverables. But even then, there were shocking failures that defy beleif within the remaining 0.003% and given enough customers, that can account for a few bad PR incidents a year. (like this one!)

For those with amps in for DRing, Naim usually indiacte the number of weeks from the date they request the unit should arrive with them. I don't think you will get a specific return date. My only advice would be to get your dealer to handle the prodding of Naim if nothing is heard from a couple days after the stated number of weeks. More to help self manage your expectations than anything else. Maybe the unit is done by then and on its way back, maybe they are working a backlog and need another couple weeks. Current information is key and it is up to you to be proactive and seek the current info in this case.

Acred posted:

Just a thought, have you checked the serial number to confirm it's yours? Could Naim have sent you someone elses player that was awaiting a service? 

 

Acred

My first thoughts too.  But if this matches up (as you say it does), one wonders about the supply chain.  Many years ago (well about six), I experienced a top end Sony SACD player being swapped in transit for a faulty 'uncle tom cobly' surround amp, complete with cobwebs!   It's a long story, but occasionally poo happens !  

This is just so not Naim 

No offers. Just a fast track fix of the issues 

Wouldn't be a bad thing to ask them if they would extend the normal warranty terms on the repaired CD player as a sign of goodwill and customer satisfaction. 

Finkfan posted:

No offers. Just a fast track fix of the issues 

I disagree.  This is customer service at its worst - five weeks and you get this back?

Both fast fix and offers are the order of the day IMO.

On reflection, the one thing you had to guard against in an IT department was the 'disgruntled employee' who could bring down your international call centre systems in a heartbeat.  Could this apply also to an organisation like Naim?    (answer 'yes' - no organisation is imune)

Good idea. 

rjstaines posted:

Finkfan posted:

No offers. Just a fast track fix of the issues 

I disagree. 

 

You can't disagree. The OP is just telling you what Naim are offering!

best

David

I think access should be allowed to the Naim factory where the crime was committed,  so flowers can be layed and a service of remembrance for what the cdx2 was before being manhandled by a 2 year old...