Product servicing, Naim and 'authorised companies'

To send stuff to Naim, you should take it to your dealer, who will ship it for you. Alternatively, I have had great service from Class A in Sheffield, who are one of the very few authorised service agents, and are probably a bit cheaper than Naim themselves.

In the UK it's Naim, Class A or one or two Naim dealers, such as Grahams Hifi who are authorised by the factory to do some, but not all, service work.  

For servicing work to be done at Naim you'll need an RMA.  Naim prefer this to be arranged through your local Naim dealer.

I believe that Naim cannot accept deliveries directly from customers.

My understanding is that too many were not sent in by customers without sufficient paperwork for Naim to know why it had been sent in!
Far better controlled and trackable/traceable through the dealer network.

Only under "exceptional circumstances" may a customer send a bit directly to Naim for repair/service.

+1 for Class A in Sheffield but, I'm unsure as to current other authorised repairers.

A forum thread from 2009 suggested a couple of others, including (maybe) Robert Ritchie of Montrose and Lintone Audio in Gateshead but, the best bet is to contact Naim HQ and ask. The above may not actually be currently approved.

A1 in Sheffield are approved and usually have a faster turn-around than Naim HQ, particularly at this time of the year!

With Class A, if you're local enough to Sheffield for it to work for you, you can usually arrange to drop your kit in and Darran will turn it round while you wait. Last year he did 82/NAPSC/Hicap/2*135s for me while I wandered around Sheffield Gallery and had lunch, all 5 boxes turned round in under 5 hours, and the system was transformed.

Richard Dane posted:

In the UK it's Naim, Class A or one or two Naim dealers, such as Grahams Hifi who are authorised by the factory to do some, but not all, service work.  

For servicing work to be done at Naim you'll need an RMA.  Naim prefer this to be arranged through your local Naim dealer.

Without going into details I might prefer to send direct to Naim if that is still possible.

Many moons ago I had a NAP 250 re-capped by a dealer, I have no idea if they were authorised to do so or not but it seemed fine, they are no longer trading.

I could potentially find a local dealer but I guess if Naim could accept items directly as they used to, as a customer I'd have more confidence in that method, though I appreciate that dealers may get some of their revenue from the indirect route.

If we were talking recent in warranty/extended warranty products I'd definitely use a dealer, I'm talking about items 20-25 years old and it would be nice to discuss options with Naim directly.

I think you’d be better off going to class A if you want the flexibility to discuss options and avoid dealers. And from personal experience they are just as good and cheaper and faster than naim

OK, so another query, does one get an certificate of some kind from Naim or authorised repairs?

Years ago, I seem to recall if one had an active system it was best to send all components to Naim so that any repairs/servicing could be matched say for a given pair of power amps - you'd send them together not at different times so they could be 'matched'.

Alley Cat posted:

OK, so another query, does one get an certificate of some kind from Naim or authorised repairs?

Years ago, I seem to recall if one had an active system it was best to send all components to Naim so that any repairs/servicing could be matched say for a given pair of power amps - you'd send them together not at different times so they could be 'matched'.

Class A certainly give you a service note, I’m not affiliated in any way except being a satisfied customer, but I’d suggest giving them a call and asking Darran what he’d do for you, based on my experience he’ll be very helpful.

Alley Cat posted:

OK, so another query, does one get an certificate of some kind from Naim or authorised repairs?

Yes. On return it comes with a chit saying what the job number was, what the work was, which parts were used, how long the job took and who did it. And the date.

I have used Class A, Darran gives a great service, provides a service note of the work carried out and keeps records (serial numbers of equipmemt he has worked on) Less costly than Naim factory servicing prices but as already mentioned may not be authorised to do some servicing work.

Either use Naim direct or Class A if you want your beloved kit to come back sounding like Naim, beware some other third party's who claim to service & upspec Naim gear. What comes back wont be Naim inside.  

Another one for Class A. They did a wonderful job with an old chrome bumper combo.

Always good service from Class A. ☺

Another vote in support of Class A. Darran serviced my NAP135s a couple of years ago. By the time I'd paid for DHL carriage both ways, which Darran arranged, it was no cheaper than sending back to HQ. However, they were returned within a week.

I had my NAT01 serviced recently by Naim HQ - I don't think anyone else is authorised to repair those, and besides, I'm not sure I'd have been willing to trust anyone else with what is still my best source component.

As Richard pointed out, there are a few  dealers who are fully authorised to service Naim gear and if they can't do it,  eg: DR upgrade, etc.. then they will arrange  a factory visit. Give them a chance!

I think the main point of authorised naim serving agents is that they have been showen/trained to do it the way Naim do it, and VERY importantly they get spec’d parts from Naim. So Darren at A1 as well as Chris Murphy of N/A distributors here in New Zealand receive parts from Naim HQ. You can be 100% confident your box will be return as it would be done by Naim HQ. Sometimes (not often) over here in Kiwi land we have a short wait as Chris has run out of parts and is waiting for a shipment from the mothership. Chris has serviced almost all of my big Olive system and it’s jaw dropping.

Kudos to that man I tell ya????

Resale value is kept by Naim certified service agents.

????”Doctor put you on  milk cream and alcohol “????like I’ve never herd it before????

Is work done by these official agents notified to Naim so a check on the serial number with HQ will pick up that it’s been done?

yeti42 posted:

Is work done by these official agents notified to Naim so a check on the serial number with HQ will pick up that it’s been done?

I believe Naim only keep records of work done by themselves. So for any servicing done elsewhere, all the more important to keep the paperwork as evidence. 

I believe Darran at Class A keeps serial number records of equipment he has serviced

Worth noting that Class A do not service the 500 series.

Clive B posted:

Another vote in support of Class A. Darran serviced my NAP135s a couple of years ago. By the time I'd paid for DHL carriage both ways, which Darran arranged, it was no cheaper than sending back to HQ. However, they were returned within a week.

 

How much did DHL charge in total - I'm guessing it was a fully insured service?  I've no idea what the service price is for Naim (don't recall seeing them posted anywhere). If anyone does have them, it'd be nice to know what the difference is.

I'm only an hour & a bit drive away from Sheffield so it wouldn't be a problem going direct to Class A.

rackkit posted:

Clive B posted:

Another vote in support of Class A. Darran serviced my NAP135s a couple of years ago. By the time I'd paid for DHL carriage both ways, which Darran arranged, it was no cheaper than sending back to HQ. However, they were returned within a week.

 

How much did DHL charge in total - I'm guessing it was a fully insured service?  I've no idea what the service price is for Naim (don't recall seeing them posted anywhere). If anyone does have them, it'd be nice to know what the difference is.

I'm only an hour & a bit drive away from Sheffield so it wouldn't be a problem going direct to Class A.

I have just checked on the Class-A website and I see that it is from £16 per box, each way. I think the full width boxes were about double that. I sent 4 boxes (I had my NAC52 and Supercap serviced at the same time). I would say that they were perfectly packed for the return journey - each box was wrapped in heavy duty paper. But then if you live nearby you may as well deliver yourself and see if Darran can service them on the day.

A while ago, on Class A's FB page, it was reported that a Naim component purchased on the well known auction site had been sent in for servicing. It was found by Class A to have been messed with internally and they described the soldering  as looking as though someone had taken a poker to it.

Class A helped the duped customer to get their money back from the auction site.

Class A and Darran are amongst the good guys

Yes, I remember seeing that. NAC/Hicap/NAP were sold as unmodified and in good condition; but clearly weren't as Darran discovered!

Good job the buyer took them for service promptly as they had been very mis-described. I think you only get a limited number of days to get a refund off the auction site.

"But then if you live nearby you may as well deliver yourself and see if Darran can service them on the day."
If you're considering this approach, call Darran in advance and arrange a mutually convenient time so that you can be sure that Darran can actually turn them around on the day!

Re shipping costs I paid the £16 in April for a full width box (282) one way - possible it might creep above that for a power amp which is heavier. Arranged the pick up in person as I was passing through Sheffield..