Problem with DAC V-1

Posted by: Bazzur on 24 May 2017

Hi, 

I have a problem with my DAC V-1 which I purchased in March 2015. I have already had it repaired under warranty by Naim after it had developed a different fault ! Then I was without it for 6 weeks. Now the unit keeps going into "mute" mode all the time when I am trying to listen to something. I have tried disconnecting the power to it , then re-booting it, but it still has the fault on all the inputs.

As you can imagine I am NOT happy as it cast me £1,300 new. I have contacted Naim technical and they want me to send it back to them via the dealer I purchased it from (again !).

What I am asking : Has anyone else who owns a DAC V-1 had any problems with theirs ? I honestly thought Naim equipment was ultra reliable, and never expected two different faults to develop within the first 26 months !!!

Also I have been told that I am now only covered for the cost of parts, and I have to pay for any labour and shipping costs, to post it to Naim.

Does anyone know of a good reliable source where I can take my unit to get it repaired without having to send it back to Naim ? I live not far from Newcastle Upon Tyne, and would rather drive somewhere myself with the unit than pay Naim to repair it AGAIN !!!!

Many thanks if anyone can help.

Posted on: 24 May 2017 by Steven Hopkins

Hi

Sorry to learn of the problem with your DAC-V1, I am not sure what the problem is but if you take it to Lintone Audio, Naim will collect it and do a fast track turnaround through the Service Department

Regards 

Steven Hopkins
Customer Relations Manager

 

Posted on: 24 May 2017 by Timo

Especially considering that your 26 months include 6 weeks when the DAC-V1 was away for a repair, Naim should be accommodating and not charge for the labour, I think... 

Posted on: 24 May 2017 by charlesphoto

Never a problem with mine. Don't get me started on Leica cameras though... (which I own and love many but go on too many "vacations").  Just goes to show nothing is entirely 100% reliable in this life. Good luck getting fixed, and make sure to press them on going through the whole unit with a fine tooth comb. 

Posted on: 24 May 2017 by Halloween Man

Perhaps another remote (neighbour?) is putting it in mute? Clash of ir codes? Just a thought.

The dealer you bought it from should cover all costs. If not then inform them of the sale of goods act. A premium product such as V1 is expected to last longer than a couple of years otherwise it's not of satisfactory quality. Tell the dealer that, your contract is with them not Naim. They are obligated to repair or replace it free of charge.

Posted on: 24 May 2017 by J Saville

Most likely an overly sensitive logo, your dealer may be able to swap this out for you without it having to go back to Naim. 

Posted on: 25 May 2017 by Bazzur
Steven Hopkins posted:

Hi

Sorry to learn of the problem with your DAC-V1, I am not sure what the problem is but if you take it to Lintone Audio, Naim will collect it and do a fast track turnaround through the Service Department

Regards 

Steven Hopkins
Customer Relations Manager

 

Hi Steve.

First of all , can I ask you if you are a Customer Relations Manager for Naim ? If you are I would very much like to speak to you. Can you confirm this or not. If indeed you are would you mind giving me a direct line I can contact you on. I have some very important issues I would like to speak to you directly about.

Many thanks.

Posted on: 25 May 2017 by robert_h

Suggest you read the "about this site" panel right hand side of the forum, this should answer your questions.

Posted on: 25 May 2017 by Kevin Richardson

I thought Naim now has 5 year warranty.

Posted on: 26 May 2017 by Bazzur

Hi Kevin,

Thanks for your reply. When I bought my DAC (March 2015), it came with a 3 year warranty only. What has really "hacked me off" though , is I have been told because it is now in it's 3rd year it is only covered for parts. Labour and shipping costs are to be covered by myself !

Bearing in mind it has already been repaired and I was without it for 6 weeks, I hope people can understand my anger.

As far as I'm concerned : given the price you pay for Naim units I think they should all come with a 10 year no quibble warranty !

Posted on: 26 May 2017 by hungryhalibut

Rather than just being angry, have you spoken to the very nice Steven Hopkins yet?

Posted on: 26 May 2017 by Richard Dane

Bazzur, why don't you speak with Steve Hopkins.  He's a good guy and Naim's customer service is pretty legendary.  He will always try to get any issues sorted out for you as best he can. You can e-mail on info@naimaudio.com or else call - the phone number is on the contact page of the website.

Posted on: 26 May 2017 by hungryhalibut
Kevin Richardson posted:

I thought Naim now has 5 year warranty.

If you actually read the warranty you would know what it was. Two years parts and labour plus a three year parts extension if you register the product. 

Posted on: 26 May 2017 by hungryhalibut
Richard Dane posted:

Bazzur, why don't you speak with Steve Hopkins.  He's a good guy and Naim's customer service is pretty legendary.  He will always try to get any issues sorted out for you as best he can. You can e-mail on info@naimaudio.com or else call - the phone number is on the contact page of the website.

Which is precisely what Steven posted two days ago. 

Posted on: 26 May 2017 by Timo
Hungryhalibut posted:

Rather than just being angry, have you spoken to the very nice Steven Hopkins yet?

Yeah, anger doesn't really help, does it? Naim products are top-notch (built to last for a very long time) but one can be unlucky. That's annoying -- but no need to get angry... 

Posted on: 26 May 2017 by ianrobertm

Great, quick, positive & helpful response, from Steve Hopkins, to the OP's original message.

I can happily confirm, for the OP - who seems in doubt - that Steve Hopkins is real and works at Naim Audio, in Salisbury - I have met him. 

I fail to understand why the OP has not contacted Steve.  But, hey, this is the Internet.......

Posted on: 26 May 2017 by Bazzur

Thank's for the advice everyone. I have tried ringing StevebHopkins today. However he is not in the office 'till Tuesday. I'll ring him then.

Once again thanks for all your replies.

Posted on: 06 June 2017 by Bazzur

just to update anyone on my post about my DAC-V1. When I rang asking to speak to Steve Hopkins, I was told he was on holiday. However another member of their customer service team asked if he could "help". I explained the problem and the previous issue I have had with the unit. 

To cut a long story short, this person was totally unsympathetic to my concerns about having to pay labour costs despite the previous issues. He also informed me that I would have to pay shipping costs to Naim and they would not supply the part to the shop (Lintone Audio) so that they could fit it, which I have no doubt would be a fraction of the £270 charge Naim were quoting.

And someone is saying "Why get angry" !!!

I can't afford that kind of money and I don't want to be without the unit for another 6 weeks, so I have to live with it.

Thank's NAIM.