Mu-so has died.

Sorry I know there will be people who will disagree with me but such is the problem when you have a mass market (ok not quite a "mass market" but you know where I am coming from) product sold through a standard retail channel. 

You have to deal with this level of service that will never come close to that of an exclusive hi-fi retailer. I know Naim has to find a balance somewhere and I am sure and do hope that they are doing all they can to make it better for the end customer.

I have been corresponding with Steve Hopkins from naim support and he told me....

Hi

Unfortunately I believe that you should ask John Lewis for a second replacement

Regards

Steven Hopkins

To have one dead Muso is unfortunate. To have two looks like carelessness. On the part of Naim quality control.

That's to be expected as your 'contract' is with John Lewis as the vendor.

I don't think naim test them like they do their built in house products, i could be wrong.

Let's hope your third is the lucky one. Good luck!

Or you could ask for a refund. Which you might or might net be entitled to given that you have already accepted a replacement for the first one.

I'm sure they do. The sales blurb says something along the lines of "....finely tuned by our expert technicians in Salisbury"

If i don't get an exchange this Friday with the delivery method, i shall take it back to john lewis at Leicester and get a money refund. I shall buy it later or maybe next year.

I was going to buy one....think i might wait now

Go for it Raider. I think the OP's experience is unique to him. It's a very nice piece of kit which I've been using regularly since the beginning of October.

Yes Raider, I'm sure you'll be okay, it's just been my luck just lately. This has just been one thing out of three that's been going wrong for me and they say they come in three's.

All test procedures have been designed and implemented by naim. Until the units come back here we cannot comment On what happened.

Super - That's unlucky old boy, I would be pissed.  I'd expect something like this to happen with a product from some hoopsey ass company but not Naim.  Still, I am sure you'll get it sorted. 

I have to say though, if it were me dealing with this problem I would offer to send a courier out to collect the 2nd defective unit and send you out a new one to replace it with.  What's that old saying, if you have good customer service you tell one person, if you have bad you tell ten people.  If it was 99.99 you wouldn't mind, but for almost a grand I would expect better.  I am not having a go, just saying what I genuinely think.

After i didn't get a return e-mail off John Lewis i phoned them and i'm trying to get a delivery and pick up for Friday. They said they would phone me back later this evening with some numbers, this has all been a little bit of a hassle but hopefully this will be eventually sorted. John Lewis after sale service online is not as good as amazons. When i had a faulty product from amazon, i e-mailed them and within the hour they said they despatched a new one out. They gave me a returns number (RTN) to put on the faulty box for when they come to pick it up....that was it, job done.

Hello everyone,

Selling products is not just shipping products. Every maker and every product has a chance of being returned. I really question selling goods which require setup through Amazon or even John Lewis unless

proper sales support is given. I think that as adults, we do bear some responsibility for our decisions and one decision is to decide where to spend our cash. As a retailer I cannot afford to demonstrate a headphone or turntable or amp or whatever, then sell a new sealed unit to the client and have him return it two days later for full refund. What am I to do with a returned unit which works fine but is now not new - I cannot return it to the manufacturer or distributor - I must charge the client a restocking fee. During this period when MuSo' are in short supply, had I been NAIM, I might have only sold them through the specialist dealer rather than the online model. We shall see if such a fine piece of gear should be sold this way - there is no price savings to be had buying online, so why not support the specialist,especially if you value having local shops.

My local specialist retailer where i live does not deal with naim anymore, so it was simpler for me to buy online. I guess there is always a bit of risk for doing this because of failures and having to returns to the retailer, in my case john lewis. I think i was especially unlucky to have two going wrong on me. Had my specialist retailer  still been dealing with naim i would've been round there like a shot.

Quite - hopefully just early teething issues. There's a lot of competition in this sector for these type of products. 

A Muso is really no different from something like a smart TV. Un-box, plug in, connect to the Internet and off you go. No need for a specialist retailer. If it doesn't work, it goes back and a replacement arrives. 

Exactly the same thing happened 20-30 years ago with computers and peripherals, who now buys from a specialist supplier?  It's modern life.

The crux of it is, John Lewis should just collect the old one and send out a new (third) one FOC.  It's an expensive product and it's in their interest to provide good service to the end user.  Or give the guy some vouchers to soften the blow felt from the bad luck he's had, or just something to alleviate the stress and arse ache.

Well my third mu-so has arrived today and I'm putting it through it's paces. Just like my first one this one also looses connection with the Internet radio periodically. It is Ethernet wired so it should be okay, I have devices running off the same router and they are fine. Anyone else having similar problems ?

Super, I hope the latest unit will be just fine. Have you already tried wireless setup instead? If not go on wifi connection, it's easy to configure and let's see if flaky iRadio reception continues. 

Probably had 2 or 3 hic-ups on Spotify in 2 weeks it is wired to my network.

Three units . . . three units with network connection issues . . . I'd seriously look to the network.