trip and factory tour worth it?

Any opportunity for a pilgrimage is worth it. More info here.

Yes.  Go for it!

Probably worth calling to check first, I had heard that factory tours were suspended until further notice...

It's definitely interesting especially when it's combined with a good listening session and an extended tour.

There might be the factory holidays, at least they used to be around the beginning of August IIRC. Anyway without appointment it might be difficult to visit the factory. Alternative places to visit if you are in the Salisbury area would the impressive cathedral and/or Stonehenge.

Jan-Erik Nordoen posted:

Any opportunity for a pilgrimage is worth it. More info here.

Looks a lot more interesting than walking round a factory

jfritzen posted:

Alternative places to visit if you are in the Salisbury area would the impressive cathedral and/or Stonehenge.

Stonehenge is near Salisbury? Maybe that's got something to do with the naming of the Flatcap?

It rather looks like a collection of Statements to me .

AN, you should contact the factory first giving plenty of notice to avoid disappointment.  Do note that it's peak holiday time so there may not be anyone to spare to give you a quick tour of the factory.

jfritzen posted:

There might be the factory holidays, at least they used to be around the beginning of August IIRC. Anyway without appointment it might be difficult to visit the factory. Alternative places to visit if you are in the Salisbury area would the impressive cathedral and/or Stonehenge.

+1 for Cathedral and esp Stonehenge. (FWIW my dealer told me the factory was not closing for hols this year as they are so busy doing DR upgrades n stuff...)

No. You'll just want to buy more stuff. 

I did. 

John. 

So I called for a tour of the factory.

Was coming to Salisbury anyway and asked an "experience" support person for a tour, or even a little time just to check it out in the lobby...

Note...  Im from the States so getting to the factory is NOT easy.

I was told it had to be a group tour set up by my dealer... My dealer in the States really doesnt set up factory tours... I mentioned this to the Naim rep.

OK so my $170,000USD 500 series active system or even if I had a muso...  doesn't warrant a short visit....? a courtesy?

Come on Naim...  customer service 101...  "we value our customers, were busy but come on by for a few minutes we appreciate you"... Is the ONLY answer I should have been told... I wasn't calling on tea with the Queen.

I share this on the forum, not to speak ill, rather to lower expectations of my fellow enthusiasts.

I was very disappointed and not inspired for the next upgrade... :-( 

Now Im sure Im going to get the "we cant facilitate every request response...  but...  the dealers spend hours and hours showing off naim equipment and upgrades to perspective buyers such as our selves....  investing in the relationship...  whats 5 minutes at the factory?  or sitting me in a room and playing a pre-made sound track on statement... as I am watched on security camera...

The simple things go a long way...

Naim please reconsider your customer service approach to those making the investment in Naim products as well as the pilgrimage.

So presumably you didn't follow Richard Dsne's simple advice earlier in this thread? 

It's a factory, FFS! The last thing I want is even higher prices to fund a drop-in centre for needy customers. Next time you plan a visit to the area, give them plenty of notice and perhaps they'll be able to fit you in.

Richard Dane posted:

AN, you should contact the factory first giving plenty of notice to avoid disappointment.  Do note that it's peak holiday time so there may not be anyone to spare to give you a quick tour of the factory.

I understand you are disappointed but  Naim is not  a big multinational ...

of course I called as advised...in advance... was not a same day request...

The quotes provided are exerpts from my phone conversation with Naim "experience" personnel.

I received the "we're too busy for you" response.

Was to be expected, have an appointment or be disappointed.

I think factory visits are better planned the other way round: Ask for a factory tour first and then plan for your journey.

Audioneophyte posted:

customer service 101... 

What's this please?

C.

its EXACTY because Naim is NOT a big multi national.... rather Naim is a boutique hi end consumer centric business why I expected more...

Chrissu referring to me as a "needy customer" is poor mannered, I thought it neat to see the holy grail of sound... and thank/show appreciation to a few that make it happen...

Objectively, perhaps customer service is simply different in different places...  if this is the case... then I apologize for my false customer service centric expectations...

Christopher_M posted:

Audioneophyte posted:

customer service 101... 

What's this please?

C.

It's where you're sent to a special room to listen to the Stranglers at high volume on a Statement system. 

I'd say: Mr America meets good old England. It's a small island, man, with limited resources, and showtime is understandably limited, too. As was said before, normally August is naim's holiday month - it sounds as if that's become diluted anyway, hey, NAIM was on the phone with you!

Christopher_M posted:

Audioneophyte posted:

customer service 101... 

What's this please?

C.

Chris, I believe it's an American 'educational' reference to a course seen as very basic or foundation level, often used in a condescending or derogatory manner. 

OTOH, in my first year at Uni, I did "CS 101" taken by Prof. Tom Kilburn...Google for him, peeps, and learn....there were nowt basic about Prof. K!

Cymbiosis, just outside Leicester, is well worth a visit, he has an LP12 factory, I mean he has a workshop where he builds LP12's. However, I believe Peter is out of the country at the moment. He does of course maintain and repair other devices.

the customer service 101 comment was not meant in a derogatory manner.

rather...  having a business school/university education and having run several modest sized businesses my entire life...

the level of service or facilitation requested from the factory...

given the amount we all invest in choosing naim products.

given the investment of time by dealers into the customer

given the following cultivated into naim customers upgrading

given the distance traveled

was a little time not reasonable?

reasonably... was 15 minutes too much to ask?

its not about small island or big country...  its as simple as a loyal naim enthusiast asking for just a little reciprocal naim love... thats all. please dont make it into more than this, because its not...

Audioneophyte, I'm sorry Naim weren't able to accommodate you.   As I said in my earlier post, it's peak holiday time right now, so, although the factory didn't shut down this summer, I'd guess that quite a number of office staff booked holiday anyway for last week.  I know for sure that Naim's customer service manager was away on holiday last week - he's normally the one who would bend over backwards to accommodate you, even if it mean't only a 15 minute quickie tour.  So, disappointing for you, and disappointing for Naim - but really a case of unfortunate timing, I think.