Has Naim sub contracted its customer support?

CBR600, I have just realised that my post above was more about the general practice of outsourcing customer support and was absolutely of no use to you or your immediate problem. Apologies for any irritation this might have caused.

Like David suggests, I have often found a direct telephone call to Naim Customer Support at the factory can get things sorted out or at least get them on the case.

Would you believe it. Naim support have just emailed me, after 4 days.

they apologies but advised me that the head office is very busy!

i will just have to use the HDX for the time being.

Thought I would post a screenshot of the drive as shown in the core. This shows the volume of lies ripped to the drive in last 12 months, before it stopped seeing the content.

note the statement at bottom, do not use as music store!

i wonder what I have been doing for last year?

makes me wonder if something has changed in recent software upgrade that has caused this?

blythe posted:

A number of weeks ago, my HDX "died". I contacted Naim support by email and didn't receive a reply.

I then contacted a dealer who arranged for the HDX to be collected and sent to that dealer on 23rd April. They had a look, got it going again (apparently it was kind of "asleep" whilst rebuilding the database) and they returned it to me on or around 27th April.

3 weeks after I had my HDX back at home, I received a reply from Naim suggesting various things to try to fix the HDX..... Only about a month too late...

Something's changed - they never used to be like this!

That was before capital investors bought in, now TBH, its more about buttomline and profit hence outsourcing

I'm sure more of this will happen in future

I will think twice before buying any streamer based product from Naim, and then some, issues are just too scaring

Cbr600 posted:

Thought I would post a screenshot of the drive as shown in the core. This shows the volume of lies ripped to the drive in last 12 months, before it stopped seeing the content.

note the statement at bottom, do not use as music store!

i wonder what I have been doing for last year?

makes me wonder if something has changed in recent software upgrade that has caused this?

I just checked my Core and my page looks similar except the line at the bottom "Do not use as Music Store" is underlined. I suspect this is an active link and if I were to touch that, it would no longer be my store!

if you tap the "Do not use as Music Store" does it get its underline back?? And if so, does it then show up properly in the app?

best

David

I tried the outsource help with a problem with my new core

Took twenty minutes of an automated reply saying " your call IS important and WILL be answered ...but you might like to call later" none stop...

When I did get an answer I could hear the pages rustelling as he looked for an appropriate reply

When he eventually realised I had tried his switch it off and back on again fixes ...he put me through to naim ...who were also busy ...and I left my number with the answer phone and a promise that i would be called within 4hrs

6hrs later the phone rang with naim on it and an obviously pissed off bloke did talk me through it with great knowledge....less than ideal ...but at least he knew what he was talking about!

Cbr600 posted:

Thought I would post a screenshot of the drive as shown in the core. This shows the volume of lies ripped to the drive in last 12 months, before it stopped seeing the content.

note the statement at bottom, do not use as music store!

i wonder what I have been doing for last year?

makes me wonder if something has changed in recent software upgrade that has caused this?

Does the Core officially support 10TB drives (I assume that's what's in it)?

When they first came out, and bought it, I emailed naim for advise on suitable drives and sizes, speeds, etc.

the advise from naim was that any drive was ok, as the core was a low demand unit. Sizes were open, but to be fair the largest drive at the time was 8tb and the seagate drives just started on the market at 10tb, so I went for largest available. Essentially as I was changing from a current nas set up of 18tb using raid 5, as the daily use drive.

the 10 Tb seagate has been faultless in its use for the last year.

I only ask as I vaguely remember something about 8TB - as you say it may just be that those were the largest drives available at the time, but might be worth checking that 10TB is fully supported.

No issues with 10TB drives. Anyway, your problem is not related to the internal drive as you have the same issues with USB... 

This Core is defect...

Thanks Manu. Hopefully Naim support will get in touch and have the same opinion.

Hello,

i sincerely do apologise that you feel you’ve not been supported and I trust that Naim support have now been in touch, if not please do inform me.

on the note of support and outsourcing we do use an external provider to allow us to support on multiple levels. The first level being basic web self help which was designed to cover basic setup and operation should customers need this. The next level is an external provider as the majority of calls for muso/qb and uniti tend to be setup or pre-sales enquiries reference drivers, features and similar. Finally we have a support team dedicated at Naim for the detailed technical support queries and deeper dive scenarios that customers/retailers require.

this was implemented so that the right support is given to the right customer with the right time. It’s not a cheap option its a pragmatic aproactive to manage  the type of calls we receive daily so that the detailed/heavy experience team can focus in on the areas that really need detailed attention. The principle being that anything the first line support centre can’t support is managed by second level team directly at Naim. 

This was implemented purely based on the unprecedented success of the products to ensure that we give maximal coverage to customers and an analysis of the type of calls/support requests we receive. 

I trust this clears up the query our strategy and if [@mention:4945617434737720] you have an issue that hasn’t been resolved then please do let me know

Trevor

Trevor, thanks for clarity on the process. I fully understand the structured approach taken, however I did make contact to support through the correct process, which resulted in the basic and simple queries taking 10 days to get through before it was accepted to escalate to "head office" and the email response from support was then to apologise for delay but "head office" are very busy.

final response was to ask me to return the core back to factory , via my dealer, and include the hard drive as well.

this has now been done and dealer collected the core earlier today.

i have been an avid Naim customer for 40 years so not a service basher, hopefully the core will get to you next week and get a reasonabl turn around.

regards

paul

Hi [@mention:4945617434737720] thanks for the feedback I’ll take a look myself into the scenario of delays

trevor

I Think Naim is to blame -straining the number off calls , not providing the new Unitis with a dedicated PDF help file. The online support hardly  (or not) gives any answer to most questions, and is a bore to work with.