I regret my Naim purchase

This sounds like a bad customer service experience.

I wanted to post to say that my experience of support, from both my local dealer and from Naim themselves, has been very good indeed. I've had equipment that has developed faults. Three times now. Each time the unit was repaired and returned very promptly.

Network issues, particularly of the wireless sort can cause hours and hours of problems.

I'm confident that the folks at Naim will resolve your problem.

Hope that helps in whatever small way it can.

Hi
I probably should had said at the outset that I have spoken with the retailer several times.  The simple fact is that the Uniti2 is no longer manufactured so the retailer couldn't replace it. Hence my calls to Naim.
As I had the Uniti2 less than 3 months I feel that a repair to a model with so many faults is not acceptable.... despite their statement of "well it was a couple of years old when you purchased it" and it was "an ex display model."
Which ever way you address it, I purchased a music system that has a faulty DAB tuner, streams very poorly and it was also overheating. When not in use I could still hear some feedback from my speakers.
There was another fault that I did not list to Naim in my letter, in that the mute button seemed to switch "on" from its own accord.

I have tried to resolve this with them and understand that the Uniti2 is no longer manufactured, however ... I have invested a lot of money into a product that is not fit for purpose.

I really appreciate all of the responses on this topic. I was wondering whether or not it was a good idea to post on here and would just like a quick resolution before my next major op.  If not that I have had to ask the retailer to hold onto the Uniti2 until I am well enough to deal with it.  I will not be in any fit state to travel to the retailer for a few months.

I have my fingers crossed that your positive comments about Naim's customer service resonate with me soon 

I'm sure now your experience has been brought to the attention of Naim , via this forum, your uniti2 will be repaired to your satisfaction...ps  all the best for your recovery

Hi [@mention:23389351210890912]

I have also had an IT consultant come to my house (paid for my uncle) to have a look and there are no faulty components on my network.  The only thing running on it is my new Lenovo laptop and when I switch on the NAS there is that.
Otherwise I try to use the Mu-Su but the app keeps dropping off my phone.
We are going to try a new router on Monday ...which is going to cost me.
But the Uniti2 went back to the retailer and they said they sent it back to Naim over a week ago but haven't had a response.
I have included a letter with the Uniti2 addressed to Naim outlining the main faults (forgot to add that the Mute button switches itself on).  So far, no further forward.
I really had wanted this sorted before my next Neurosurgery which should have been Tuesday 17th but will be when I am well enough.

wenger2015 posted:

I'm sure now your experience has been brought to the attention of Naim , via this forum, your uniti2 will be repaired to your satisfaction...ps  all the best for your recovery

Thank you Wenger.

I really didn't want to resort to online forums ... I need to be focusing elsewhere.
Fingers crossed 

I think the dealer who sold it to you should have taken it back and given you a refund. It is possible that your network is causing many of your problems but you also say that the DAB receiver was broken.  So the unit was broken. In any event, good luck with it. Naim have after sales support second to none in my experience and if your cries for help have been directed to the wrong ears, they really will be all ears now - or first thing next week. You will then hopefully benefit from service that the rest of us take for granted.

Harry posted:

I think the dealer who sold it to you should have taken it back and given you a refund. It is possible that your network is causing many of your problems but you also say that the DAB receiver was broken.  So the unit was broken. In any event, good luck with it. Naim have after sales support second to none in my experience and if your cries for help have been directed to the wrong ears, they really will be all ears now - or first thing next week. You will then hopefully benefit from service that the rest of us take for granted.

Thank you Harry, I do hope so.

I know it may sound an exaggeration but I am really missing my music and really want this issue sorted before my next operation.  It isn't fair to rely on family to trek over to the retailer whilst looking after my 90yr old Grandmother and trying to be at my side.   That is the emotive part  of it all but I had purchased Naim in good faith and after reading so many reviews.  
I will update with any progress. I am hoping this is resolved by midweek and I have a replacement back :-) 

thekent posted:

Hi [@mention:23389351210890912]

I have also had an IT consultant come to my house (paid for my uncle) to have a look and there are no faulty components on my network.  The only thing running on it is my new Lenovo laptop and when I switch on the NAS there is that.
Otherwise I try to use the Mu-Su but the app keeps dropping off my phone.
We are going to try a new router on Monday ...which is going to cost me.
But the Uniti2 went back to the retailer and they said they sent it back to Naim over a week ago but haven't had a response.
I have included a letter with the Uniti2 addressed to Naim outlining the main faults (forgot to add that the Mute button switches itself on).  So far, no further forward.
I really had wanted this sorted before my next Neurosurgery which should have been Tuesday 17th but will be when I am well enough.

It does look as though one of your problems was with the Uniti itself and your Naim dealer, and hopefully Naim will sort this out. 

However, the Muso problem could be an issue with the Wi-Fi set up in your house. Hopefully your new router may be able to resolve this. Can you try (for a short period) moving the Muso to the same location as your Wi-Fi router and check reception there..

I still have a Muso Qb in my kitchen which I use over Wi-Fi. I very rarely (if ever) have any drop out problems streaming CD quality music from my NAS to my Muso Qb and the Naim app never drops from my iPad. The only problems I have occur when I stream hi-res files, which really need a wired Ethernet connection to work well. I do get occasional dropouts on Internet Radio, but no more than one or two per day (if that), and only for 4 or 5 seconds when they do occur.

Very best wishes for your next Neurosurgery and your health in general.  

Thank you [@mention:23389351210890912]   

The Mu-So is in the same room as my router (in the summer I had planned to move it to another room).  I will see what happens when I try a new router.
It was apparent that the Uniti2 unit was faulty. At first I put it down to my ISP/connection issues. It became embarrassing when friends visited and I was trying to stream Spotify (I dont have a TIDAL account).

Hopefully things get resolved in coming days :-) 

Hi Lisa - thanks for the replies - as noted above its doesn't like internet connection bandwidth issue, the fact you can stream Spotify via laptop, iPad and iPhone suggests its not a router problem...

Now you are using wifi - but if you can - at least on a short term basis try a wired connection from Sagemcom router to your Uniti2 to see if anything is different.

Your Sagemcom is most likely a Sagemcom 2704N using an OpenReach VDSL modem  - that Sagemcom is a fairly standard but capable device running a Broadcom 6318 333MHz MIPS32® chipset and offering 4x gigabit switch ports - and is I understand standard supply for PlusNet now. I have had them used occasionally  in professional commercial installations and they have worked fine within their capability envelope.. No they are  not the same devices as the BT Broadband HomeHub devices or the older Technicolor 582n that used to be used by PlusNet. I really would NOT recommend a new router... its wifi protocols are compatible with current Naim wifi protocols - although as with all things wifi performance will depend on lots of variables which have zilch to do the with the router.

However on the face it of your VDSL internet connection looks first class - and certainly significantly more capable than my 3.8Mbps ADSL2 service I get in my village.. and i don't get Spotify dropouts on my NDX

Hi Lisa all I can add is this is really atypical behaviour from NAIM. I like many ahve had nothing but good experiences form HQ and MOST dealers.

I wish you all the best, and that both you and your NAIM problems are fixed soon.

I seem to recall that the Uniti2 and many of the Naim streamers around this era did not cope well with buffering internet streams via wireless regardless of bandwidth and speed availability. Hence the new Uniti range addressing this specifically. 

I ran mine wirelessly for a while but quickly went to using powerlines for a 'wired' connection to my router, and this has been virtually rock solid over the years. I would strongly recommend investing in a pair of these and some LAN cables to try connecting without using wireless. In my experience this will give you a much better user experience once they've sorted out what is going wrong with the Uniti itself.

Thing is I have spent enough already and it defeats the object if I have to buy LAN cables to run the Uniti.

I am hoping that I get an update early next week since the retailer has taken it back and as far as I am aware returned it to Naim.

I have read comments on the Naim Facebook page from other users having problems with the app. 
Makes me wonder.

Lisa, I think the way to go for you is to stream via TP LInk through the house mains wiring and then LAN into the MU-SO. Dump the wifi.  ...Assuming and hoping and all relevant devices not too for from a socket..

Being "wired" kinda defeats the object ... I invested in Naim to be wireless :-( and as you say "not too far from sockets."
I am getting a new router this afternoon.
But the Uniti went back for repair a couple of weeks ago.  Will see what happens.

** Update.
I received a call from Naim on Monday (16th) indicating that I would get a resolution this week.
I had another call yesterday from someone else indicating they would get back to me today and they haven't.

I had received an email indicating that I needed a router that "works correctly" after I telephoned to explain that the
Naim app drops out regularly (I would like to upload photo but unable to do so).
Over the past few days my family have paid for an IT Consultant to come to my property and have a look.
To test their advice I purchased another router (Linksys X6200) and I have forwarded screen shots to Naim on 18th and to date no response.
We have ran continous Ping tests today for 5 mins and the Mu-So does not drop off the network. At 4pm today (when internet is at high demand with kids coming home from school) my download speed was 35.76Mbps.
The wireless network within my property is now at a speed of 433.3Mbps on 5ghz
or 130mps on 2.4ghz .... and the app continues to drop.
Casting to the Mu-So from my laptop is fine, similarly streaming from Spotify. But the app is not reliable.

All this aside, there remains the issue of the Uniti2 box and I was told that I would have heard by today.

This is not acceptable .... nor good for a company that I had held as being reputable.

On Monday I will be discussing this with Trading Standards and whilst in hospital I have no alternative other than to hand
this over to my Power of Attorney. Not ideal when we have more important pressing things to worry about.

So, yes I do regret my Naim purchase. I am totally gutted and very upset.

Sorry to hear of your plight, both in terms of your health and issues with your Uniti2. 

I am so fed up with the instability of the Naim app that I am going to be selling my UnitiQute 2 and trying out the Auralic Mini. If I could have the Qute2 connected via Ethernet then I may have been tempted to keep it, but alas i can't, and besides would this make the app anymore stable, I doubt it.

Just the other day I was playing from a playlist on the app and for whatever reason it would just randomly stop and jump back to the first track, which was really annoying. This is all after the app has failed to find the room, something it always seems to do. I have event put the MAC address on my router for the Qute2 and it still fails. 

I really do enjoy the Naim sound but until they can sort their software development out / stability out, I'll be moving elsewhere. 

Hope the operation is a success and that you get the right result regarding the Uniti2. I am actually quite shocked that you haven't managed to resolve this with Naim and that you have had no alternative but to take this course of action. 

ATB

Gingerbeard

Hi Lisa. I'm sorry to read that your problems are still unresolved. Did you manage to try connecting the Muso to the router with a wire? When I first got my Qb it was located only about 15 feet from the router and yet internet radio kept stopping, so I resorted to a wire. That was last summer and it's not put a foot wrong since. The app always finds it and it plays internet radio and stuff from my nas perfectly. 

It is almost certainly a network problem. That doesn't help you of course - you just want the bloody thing to play music reliably. I mentioned on here previously that if you say where you live, someone might be able to pop round and take a look. 

please accept my apologise for this. i shall look into this immediately

Trevor

Thank you for your reply.
I am gutted about the whole experience   and I have spent a lot of money trying to get their app working and obviously on their products.   It has been very upsetting

Hope you get yours sorted to   

Hi HUNGRYHALIBUT
There is no need to connect the Mu-So by ethernet as there is no problem with my network in my property and all tests have proved it. The Mu-So can be controlled by Spotify or by my Windows laptop. Fact is the app drops off.
It is close to the router and my speed is listed as above. There were no drop outs by the Mu-So on the Ping test.
The app is the problem.

That aside, no resolution with the Uniti that has been returned.

Regarding the Uniti, you'll see Trevor's response above that he is on the case. 

I'm not sure what you mean about controlling the Muso by Spotify or the laptop. While I understand what you say about the network, logic doesn't always seem to apply and it would be a really good idea to at least try running the wire. Then delete the app and reinstall it. It'll only take a couple of minutes. And if it makes no difference, at least we will know. 

Yes I have seen Trevor's reply :-) 

What I mean is that I can stream directly from my laptop and create a playlist from my hard-drive or NAS to send to the Mu-So  (IT Consultant showed me today) when the app is not responding or I can stream from Spotify and control the Mu-So that way.  I have been using volume control from Spotify or if sending from my laptop then controlling it that way.  
There isn't any need to plug the Mu-So into the router as the Ping test proved it does not drop out from the network.  It streams perfectly well when using other means of sending music to it.  Play is not interrupted at all.  Plugging into the router wont change that.  But I have lost count of the times I have deleted the app and reinstalled.
If I could upload a screen print of the error I receive on the app (on phone or iPad) then I would do so ...  but I have emailed it to Naim this week.

The Mu-so was purchased with the hope that it would do as it claims and stand alone and play wirelessly (apart from power) ...which it does.  But the app drops out too often and gives error messages.
I was also advised (I have a Naim call reference number) that I would be able to stream CD's from the Uniti2 to the Mu-So ..... I phoned twice to check this information.  After my family purchased it for me for Christmas I learned that it is not possible to stream CD's to the Mu-So. When I telephoned back another person said that I should not have been given that advice.

Lisa, I hope your surgery goes well. Can I suggest that you appear to be depressed and may be misinterpreting what you have been told. You bought a used Uniti from a dealer. If you are claiming that it was faulty or that it is not fit for purpose and you want a replacement then that is your dealer's responsibility. You have no legitimate claim against Naim. They are trying to repair it for you under their well proven quality of service. Your illness is sad to hear about but I cannot see that it warrants you jumping to the head of the repair queue.  If you needed a temporary replacement this again is your dealer's responsibilty to sort out. When you told the dealer about your situation what excuse did they give? Why have you brought in an IT consultant rather than your dealer?  You are in a dreadful situation and you are understandably upset but you are not thinking clearly and many of the well-meaning members on this forum are not helping your situation by encouraging your current course of conduct.  Your depression is making you think of Naim as a protagonist, which is not the case. 

You have the ear of the Chief Executive. Let him try to help you and give him the time to do that. And for now focus on your treatment and recovery. All best wishes

Andy 

Andypat: No you cannot suggest that I am depressed nor make any assumptions about any members mental health.

I admit I am sad that I have spent so much money.  But do not  inform me that I am not "thinking clearly" or "depressed" ...personal comments of that nature are not acceptable... nor relevant.

 I regret my purchase.  I had great Marantz separates that were faultless.

I was advised by Naim to buy a new router and that the problem must be within my property.  So an IT Consultant that works for a family business came in.

I have spoken to the retailer, many times and they have said that they were waiting for Naim.... but the model is no longer manufactured so they were not sure what would happen.  That is when I contacted Naim.  And that was when they advised me.