Missing Burndies -Again!!

I assume you have temporarily kept your old Burndies so can at least use the amp?  Hope you're enjoying it!

Luckily when I got my new 300DRs a little over a month ago they were all present.

Graham,

          Yes I kept my Burndies. I was fortunate enough to be able to do so. Others maybe not.

There's no excuse this time. It should have been sorted after the first event. Clearly not so!

Major non-compliance IMO. Enough said.

Sorry to hear that. Naim, what is going on??

Time to start haranguing staff with the P.A. (works for Sports Direct I'm reliably told) or give them a little frisk on the way out...

Pleased to say both burdies were in the box when my 300DR was installed yesterday. But I agree, Graham, errors like this shouldn't really occur. Presumably for every box being despatched there would be a packing list where someone has to tick-off what's meant to be included.   

Hi' MDS

 Those were my thoughts; however Steve Hopkins has been thoughtful enough to respond to me outside of this forum. Lets hope this is an issue that has been put permanently to bed.

sheffieldgraham posted:

Hi' MDS

 Those were my thoughts; however Steve Hopkins has been thoughtful enough to respond to me outside of this forum. Lets hope this is an issue that has been put permanently to bed.

I suspect the guys at Naim are pretty embarrassed at these mishaps, given their normally exemplary customer service so I'm sure remedial action has been taken.

Must be a set of the new SL Burndies...so transparent, not only do you not hear them, but the optical footprint has also been removed. 

Hello everyone!

Looks like this is an issue not yet put to bed!!

I bought my new 300DR just days before christmas and was rather "put out" to find when I got home that, yes, one burndy was missing. 

Another round trip of 50 miles to retrieve my traded in pair (so I could use my new amps over xmas) and to get profusive apologies from my dealer.

I have now been told that a new burndy awaits me at my dealer. Another 50 miles driving; another "oh my goodness I have to take my whole stack down to fit it" etc is now in prospect.

I agree with the earlier post that this is not the end of the world but it is very frustrating to get this type of bargain basement service from such a prestigious company who prides itself in "Quality Workmanship" etc etc.

Wonder if I'll get an apology or any compensation for my loss....

BigL posted:

Hello everyone!

Looks like this is an issue not yet put to bed!!

I bought my new 300DR just days before christmas and was rather "put out" to find when I got home that, yes, one burndy was missing. 

Another round trip of 50 miles to retrieve my traded in pair (so I could use my new amps over xmas) and to get profusive apologies from my dealer.

I have now been told that a new burndy awaits me at my dealer. Another 50 miles driving; another "oh my goodness I have to take my whole stack down to fit it" etc is now in prospect.

I agree with the earlier post that this is not the end of the world but it is very frustrating to get this type of bargain basement service from such a prestigious company who prides itself in "Quality Workmanship" etc etc.

Wonder if I'll get an apology or any compensation for my loss....

The issue may have been put to bed.

I have a feeling you're the customer my dealer told me about when I went to pick up my 300DR just before Xmas. (see my OP). Got an apology from Steve Hopkins via e-mail as a result of my post. Lets hope the isssue has finally been sorted.

I think Naim should do something for BigL; gas is cheaper than it has been for decades, but it still isn't free, and time is always at a premium.

I recently had a bent bolt on an Ikea product I had purchased; it cost me about 2 hours of my time on a Saturday and a gallon of gas to get the replacement.  They cheerfully not only gave me 3 of the bolts (I only needed the one) but gave me a $10 credit voucher for my time and trouble.  While that wasn't exactly what my time was worth, especially minus $3 for the gas, it was simply the act of acknowledging their error and at least making a token gesture of giving me something, which I actually used immediately to make another purchase I had been contemplating - everybody wins.

If Ikea can be that customer oriented considering they are a "budget" brand in most cases, then a top-shelf brand such as Naim can do at least as well by their customers.  As the old saying goes, "Money talks, bullsh*t walks..."

Re-reading 14 hours later my post seems harsher than I intended (posting at 7:00 AM?)  I do not mean to insinuate that Naim is or has been lacking in their customer service and satisfaction, which is why they largely have the reputation they do.  But I think throwing  a bone to those who are inconvenienced is a good practice, especially in the case of the more expensive products as above...but even on lower end models too when the mistake is Naim's.  Every person and company will make mistakes - it's the frequency and aftermath that determine the mettle of the organization.

When you consider that a $10 Ikea voucher will cover two lingonberry crepe & cup of coffee breakfasts, that's pretty valuable!

I'm not informed of all the details, but feel the dealer should have posted the burndy to BigL with a prepaid return for the loaner cable rather than making him drive, hence leaving him to trawl the forum for a Naim coffee mug or whatever. No doubt Naim will apologize, but having to swap out the cables is a PITA .

Without stirring this particular Pot any more, I would like to see a response from Naim on this - on the Forum.

Glad the Naim dealer did the right thing - opened the boxes to check. AFAIK, this has always been normal...? Well, it was years ago.

IanM

ianrobertm posted:

Glad the Naim dealer did the right thing - opened the boxes to check.

As far as I read things the dealer did not open the boxes to check (maybe that was your point?). That's why my thought was that the dealer should have made good on shipping the cables both ways or else delivered them in person, perhaps assisting with the re-cabling. But I guess BigL was willing to assume all the leg work just to get it done.

I am very good at packing. In a few years I'll retire form my teaching job. If Naim wants me as Checker That Everything Is In Place in the shipping Dept., I'll be glad to move to Salisbury. Serious offer.

I think that I have a streak of Sherlock Holmes in me in that I can now see the bigger picture......

1. Clearly GrahamSheffield and I use the same dealer.

2. I was first to pick up my 300DR (Ordered in November, delivered just before Xmas). Got it home, opened it, no Brundy.

3. Went back to dealer weeping. Dealer mentioned this had happened once before in Zimbabwe, I think he said.

4. I suggested dealer open "other" new 300DR (clearly for Graham) to check that his cables were there. Dealer quite rightly refused saying he would advise "other customer" on pick up.

5. Dealer lends me back my traded in cables to get me up and running over xmas.

6. Phone call the other day, brundy available for pick up.

I am absolutely sure that my dealer would have posted cables to me but I don't trust post over xmas hence my pending return trip.

The empathy that one gets from other Naim Forum members is heartwarming. I am a new member you see so thanks for your cuddles. Pleased also it might open up job opportunities, although I wish no-one ill will.

So..still waiting for that standard Naim bunch of flowers though....! or even a hello...

For instances such as this I think $50-100 worth of Naim label music would be an adequate show of contrition and good will.  Just a little "Hey, we messed up, you suffered loss, and we want to give you something nice to show we really mean it when we say we're sorry."

This as opposed to a garbage company like AT&T, who will defecate all over you and then offer insincere apologies, to the point where I have admonished customer service reps at the outset of a phone call not to apologize to me, because I no longer want to hear it...just make things right and let's move on.

Quote - '' I would like to see a response from Naim on this - on the Forum".

I still would. Otherwise I might start to think that perhaps Naim has now got too big for its boots. Just an explanation. If not an apology.

IanM

Interesting thought to me. I see the issue as between Naim and its customer, not the forum. Why would Naim divulge such correspondence here saying "we apologized to customer(s) X"?

OTOH - if the customer wants to share replies from Naim then that seems appropriate.

Somewhere along the line somebody has to open up the delivered box, see both Burndies or not, and get on with life. Its not like the transformer was missing.

We seem to be in a "He said, that you said" loop with this post the NAP300 amplifiers devoid of one out of the two Burndy's required were all packed at the same time by a New Operative! we have taken steps to ensure this will not happen again. All the units have been traced and the Dealers/Distributors informed, Burndy's have been supplied and as Graham states above he has had contact from Naim direct

No apology for me then folks. Clearly I must rank low on the Naim Customer database.

BigL posted:

No apology for me then folks. Clearly I must rank low on the Naim Customer database.

I bet you get one before the day is out, if not,  Steve will offer you £100 of Naim CDs/downloads of your choice by way of belated apology...........

Steven Hopkins posted:

We seem to be in a "He said, that you said" loop with this post the NAP300 amplifiers devoid of one out of the two Burndy's required were all packed at the same time by a New Operative! we have taken steps to ensure this will not happen again. All the units have been traced and the Dealers/Distributors informed, Burndy's have been supplied and as Graham states above he has had contact from Naim direct

That... Will do nicely. A logical & simple explanation, from Naim - and details of the containment & corrective action taken. 

Thanks, Steve....