A few words of appreciation.

Posted by: dave marshall on 27 September 2018

Hi Folks,

Just posting to mention service, above and beyond the call of duty, from Bob Surgeoner at Neat Acoustics.

The tweeter in one of my MF9's has gone down, and the sheer impossibility of carting the speaker up to Barnard Castle for repair meant a call for assistance from Neat was required.

It turns out that they do still have a stock of parts for what is now a discontinued model, and once Bob was happy that I probably did have the skills necessary to carry out replacing the voice coil, he got things moving to get the required part out to me.

It was collected from the factory by DHL within an hour of our telephone conversation, and is now awaiting collection by me later this afternoon.

As if that wasn't enough, Bob refused all payment for either the replacement part, or the carriage costs.

I mention this here, as I know lots of us Naim owners swear by speakers from Neat, and it is comforting to know that this level of service exists from Bob, most definitely one of the good guys. 

 

Posted on: 27 September 2018 by Sounsfaber

Great, you know what my dealer told me once Bobs a top bloke and done similar for a New Zealand customer . A true gentleman and fellow Audiophile ????

Posted on: 27 September 2018 by The Strat (Fender)

Excellent!

Posted on: 27 September 2018 by crackie

Great news. Niche hi fi companies are often dismissed in the general populace as expensive and out of step with the “throw away” economy. This is a clear example of what profits cannot buy, solid two way consumer and company loyalty.

 

Posted on: 27 September 2018 by Yetizone

Absolutely superb - that really is impressive customer service.

Posted on: 27 September 2018 by tonym

Bob's a great bloke, and his speakers are pretty good too. I had a similar experience with Neat,  when I managed to overload the crossover in my excellent Neat Motive 2s I use in a second system(don't ask). Bob sent me a new rear panel, delivered within a couple of days, and refused to take any payment for it. Top fella!

Posted on: 27 September 2018 by JedT

I'd expect speaker companies to keep stock of spare drivers for discontinued models but supplying them FOC? That's top class.

Posted on: 27 September 2018 by JedT

Had to get my soldering iron out to replace both metal dome tweeters in a pair of monitor audios at one time. Other people's kids are lovely!

Posted on: 27 September 2018 by dave marshall

Just a footnote to my opening post ............... not only did the package contain a replacement tweeter assembly, but also a pack of silicon sealant to re-fix the external foam surround, together with three of these foam surrounds.

What can I say?

Let's hear it for Bob Surgeoner ................... top bloke!

Posted on: 03 October 2018 by dave marshall

New tweeter freshly installed and re-soldered into my MF9 ............... happy days. 

Again, thank you very much, Sir Bob. 

Posted on: 03 October 2018 by Japtimscarlet

Glad you did mention it here

Too often great service gets overlooked

Hope all is sounding well again

 

Ps ...I got a similar level of service from Russell K

Another great speaker maker and fellow enthusiast

 

Posted on: 03 October 2018 by dave marshall
Japtimscarlet posted:

Glad you did mention it here

Too often great service gets overlooked

Hope all is sounding well again

 

Ps ...I got a similar level of service from Russell K

Another great speaker maker and fellow enthusiast

 

I think that may be key to the whole thing, as not only do Neat manufacture a great range of speakers, having a natural synergy with Naim kit, but, having visited the factory, which has not only the expected demo room, but also a recording studio, It's obvious that Bob is a huge music fan himself.

When I thanked him on the phone, his response was that he couldn't bear the thought of one of their speakers not delivering it's intended performance.