CD5XS returned and does not work.

Definitely unacceptable. The player could have been damaged on return shipping as CD players often are, but that doesn't explain the marks on the CD tray. 

I have no doubt that Naim will sort this out. Many rears ago I sent a 12/snaps/120 back to Salisbury for a service. The engineer working on the amp managed to rewire it in such a way that it blew up on testing. Some of the parts needed were not in stock and I had to wait another month before it was returned. Agony but Naim did give me a grovelling apology and it was obvious that they were very sorry for the inconvenience.

The Naim customer service is one of the reasons why I used their amps. Unless this attitude has changed, I am sure they will do everything in their power to put this right.

I empathise with you Charles - I too have a CD5XS which pronounces 'ERR' at the sight of a silver disc !  (but it hasn't been on holiday to Salisbury.. yet)

A trip to my trusted and trustworthy dealer is planned for Tuesday coming.

Oh, and I'll be taking my suddenly-died Narcom 4 along too to see if Naim can resuscitate it for me.

Now, what else can go wrong this weekend... ?

Hmmm - spoke too soon... a Nakamichi CR7 cassette deck I bought on that famous auction site for almost as much as two Powerlines has arrived in a sorry state - strong electrical smell and a non-functioning rewind facility.   On a positive note, it's forced me to remind myself where our fire extinguisher is located - just in case - you can't be too careful with electricity as The Nonaim Man's engineer discovered.

Roger

PS - hope you all have a peaceful, & not-too-eventful weekend. Me, I'm going for an MRI scan... now those things run on electricity, don't they?

Does it have a transport lock or screws to hold the mech in place so it can be shipped safely?

Yes  

am sorry to hear this.

I live in Mumbai and last week i got back my CD5XS from Dubai where the lens was changed - similar ERR message - but this is for me twice in 2 years.

Obviously i cannot afford to send the CDP to Dubai always .

My home is under renovation and i havent opened the parcel to check but i do intend to do so after 3 months and hope things will be alright then and for a long time into the future.

regards

Hmmm - spoke too soon... a Nakamichi CR7 cassette deck I bought on that famous auction site for almost as much as two Powerlines has arrived in a sorry state - strong electrical smell and a non-functioning rewind facility.  

A slight aside but many years ago I had a DR3, a truly stunning piece if engineering and fabulous sound. I still miss it!

My kids couldn't recognise a tape when I recently unearthered one and showed them, was it really that long ago?

The trouble with the DRx series, Robgr, is that the display is red. The CRx on the other hand have a green display which sits nicely on a Fraim full of Naim.  Hence my wishing to change my DR2 for the CR7 mentioned.  But, as you say, the sound quality you get from cassettes with a decent player is still very enjoyable.  Having worked in the industry all those years ago, I still have a reasonable collection of pre-recorded cassettes which warrant spending a few bob on a decent player... and if it's going to have a place on my Fraim (and why not?), it has to be the right colour 

Roger

PS - NO, it wasn't that long ago.

Well I assume the op has removed the transit screws, perhaps the door doesnt open otherwise? Perhaps this is uber obvious, but just asking.

robert_h posted:

Well I assume the op has removed the transit screws, perhaps the door doesnt open otherwise?

It doesn't.

The OP describes pressing play and being able to change the track. I interpret this as meaning that the door can be opened and a CD inserted, then closed.

C.

No problems with my CD5XS after some 6 years of use - so hopefully it won't become internet lore that this player has 'issues'. Someone at Naim should answer this thread though.

Why should someone at Naim answer here?  I let Steve Hopkins know about this thread and he has already got in contact directly with the OP.  That's good customer service.

A quick trawl of the forum will show you that no matter how much a company tries to ensure mistakes or faults never occur, they just do.  Main point is to always try harder to minimise problems and also to ensure that the customer is looked after as best as possible. I know for a fact that everyone working at Naim feels a little bit of pain whenever things go wrong.  There's huge pride in what they do - they hate to screw up and right now they're no doubt trying to ascertain what happened, how it happened and how it can be avoided in future.  Apart from that, there are the "**** happens" occasions where no matter what steps you take or how careful you try to be, a component within the kit just decides to die or go faulty for no apparent reason.  In any case, this is where it pays to have a customer service team that really performs.

Naim's service support is second to none in my experience. I have full faith that they will respond appropriately and get things fixed. 

Richard Dane posted:

Why should someone at Naim answer here?  I let Steve Hopkins know about this thread and he has already got in contact directly with the OP.  That's good customer service.

A quick trawl of the forum will show you that no matter how much a company tries to ensure mistakes or faults never occur, they just do.  Main point is to always try harder to minimise problems and also to ensure that the customer is looked after as best as possible. I know for a fact that everyone working at Naim feels a little bit of pain whenever things go wrong.  There's huge pride in what they do - they hate to screw up and right now they're no doubt trying to ascertain what happened, how it happened and how it can be avoided in future.  Apart from that, there are the "**** happens" occasions where no matter what steps you take or how careful you try to be, a component within the kit just decides to die or go faulty for no apparent reason.  In any case, this is where it pays to have a customer service team that really performs.

On top of which it isn't uncommon for sensitive devices to get damaged in transit.  Couriers pay no attention to "fragile" labels and will happily throw boxes around.  In fact this is so common that many companies do testing in this area to identify and remove weak spots (for instance in PCs strapping down adapter cards so they can't work loose).

I agree this sounds frustrating, but as other have said shit sometimes happens, and with Naim you know you are almost certainly going to get well looked after.. It's what we pay a little premium for.. perhaps next time you could ask your dealer to check before picking up the return from them...

Graham Clarke posted:

On top of which it isn't uncommon for sensitive devices to get damaged in transit.  Couriers pay no attention to "fragile" labels and will happily throw boxes around. 

I agree with your point about potential damage in transit. On the other hand, to suggest that delivery personnel happily throw fragile boxes about seems outside the standards of a very competitive industry. At least in my experience in the US, the USPS, UPS, and FedEx are very good at promptly and properly delivering packages. Granted, some accidents happen en route, but these are the exception and there is accountability throughout the chain. Surely, with scans at every point of transition, happy tossers would get rooted out.

To answer one comment, there was no apparent damage to the packaging of my cd player so I doubt it was dropped and damaged by the carrier. Naim have been in contact with me already and are due to call me again later this morning. Pictures have as far as I know been sent by the dealer to Naim .

So I will keep readers posted.

Well a "flat" drop  could severely jar the player and could cause an issue, and would result in no outward damage to the box.

OTOH, your tray scratches are definitely not caused by any such activity.  Do keep us posted please.

Cd player received by Naim today. I am awaiting a call some time today as it has been taken to the workshop straight away I am told. Will keep this up to date.

Remember, tomorrow is Good Friday and most places are closed. I would anticipate a wait until sometime on Tuesday at the earliest before you get further news.

I might be wrong, but I would simply chill out over the long weekend and look forward to good news sometime next week !

Heard from a  "customer experience" person this evening. My unit was put into the workshop on receipt today. However the person did not have time to check it out so I have to wait until after Easter to discover what the problem is.

Bearing in mind I understood that I would have some news today this is not what I expect. I am always reminded that the customer is paramount but I can't help thinking that I am the one who is not.I am really not happy that through no fault of mine I am without the CD player for another 4 weeks that will be a total of around 9 weeks. So much for a quality piece of kit.l can't help feeling it is not worth it.

Charles, it iIS frustrating. However Naim seems to be doing their best to make it right. 1st world problems and all that. Hope it is fixed soon. Have a good Easter.

Charles44 posted:

Heard from a  "customer experience" person this evening. My unit was put into the workshop on receipt today. However the person did not have time to check it out so I have to wait until after Easter to discover what the problem is.

Bearing in mind I understood that I would have some news today this is not what I expect. I am always reminded that the customer is paramount but I can't help thinking that I am the one who is not.I am really not happy that through no fault of mine I am without the CD player for another 4 weeks that will be a total of around 9 weeks. So much for a quality piece of kit.l can't help feeling it is not worth it.

Where's your dealer in all this?  Couldn't they have lent you a CDP in the meantime?

The dealer has been brilliant in all of this. I've had a loan machine since the unit was returned 5 weeks ago and still have it now it's back for the second time.
My issue is how it was returned a week ago and since with Naim.

Charles44 posted:

Heard from a  "customer experience" person this evening. My unit was put into the workshop on receipt today. However the person did not have time to check it out so I have to wait until after Easter to discover what the problem is.

Bearing in mind I understood that I would have some news today this is not what I expect. I am always reminded that the customer is paramount but I can't help thinking that I am the one who is not.I am really not happy that through no fault of mine I am without the CD player for another 4 weeks that will be a total of around 9 weeks. So much for a quality piece of kit.l can't help feeling it is not worth it.

Heard from Naim this morning about my machine. Apparently the reason for it not playing discs and showing the message "ERR" was because two wires had become loose or disconnected. This can only have been either in transit, the box being dropped perhaps, or not being checked before leaving the factory.

No mention though of the marks on the inside of the cd tray or the  scratch along the rear edge.