Instruction manuals

Why do Naim think it is a good move not to publish instruction manuals anymore? I am looking at replacing my original Uniti with either a Uniti Atom or Star and whilst I can look at the specifications, watch Naim set-up videos, and read reviews etc, they do not provide enough information. I like to do my homework and find it a very frustrating that no manuals are published to provide answers to my queries. Is it cost cutting or do Naim not think it is important for the end user to be able to get the best out of their expensive purchase. Or is the assumption that people do not read manuals anymore.

 

Original Post

Didn't get much of a manual with the CD player; the Naim Nait 5i came with a huge wodge of a document that seemed to cover every variation of amplifier they made at the time and was a complete waste of tree. The ND5XS had a fairly comprehensive manual that I didn't bother to look at beyond a confirmatory glance, and the 272 that replaced it has a bare-bones guide that's more than enough, and a much more in-depth user guide downloadable as a PDF that also hasn't been needed.

There's no need to produce manuals anymore. A slip of paper in the box with the necessary legalese and basic operation should be enough. Any further info should be as a downloadable guide.

I would agree if the new Uniti guides were good enough, they are not. Hence the endless problems raised on the forum that a good manual or web guide could have dealt with. And there is no pdf to download. I hope the new streamers are better serviced in this respect by Naim.

ChrisR_EPL posted:

.....

There's no need to produce manuals anymore. A slip of paper in the box with the necessary legalese and basic operation should be enough. Any further info should be as a downloadable guide.

That's the problem - there is no downloadable PDF for the Uniti Atom/Star/Nova only a very difficult to search online 'FAQ' type guide which is quite frustrating as there are only short Q&A type answers and you cannot scroll through/browse the 'document' - it requires multiple clicks/browser back navigations to find things or to view multiple answers to a query.

ChrisR_EPL posted:

Ah apologies then, the 272 guide as a PDF is v thorough - I'd have thought that was the norm now. 

Yes, you'd assume it would be the norm - I don't need a paper manual if a good PDF is available even though I find a paper manual easier to thumb through for the correct section than any electronic guide.

I'd imagine it might even have been more expensive to produce the Q&A support  - I'd imagine it and the Uniti series are aimed at a less traditional customer demographic who don't want all the nitty gritty details in a conventional manual format, but just a quick Q&A - the ideal would be both formats to be honest.

I think that with the constant firmware upgrades and functionality changes associated with most modern consumer electronics products, paper manuals will soon be a thing of the past. My current camera, for instance, came with a fairly comprehensive paper manual, but has since had four supplementary (pdf) updates. Searchable  PDFs , which are updated periodically, are the way to go. I’d agree that the current solution for the new Uniti range is suboptimal - I’m assuming the new 555 will improve on this?

Redboxfile posted:

Why do Naim think it is a good move not to publish instruction manuals anymore? I am looking at replacing my original Uniti with either a Uniti Atom or Star and whilst I can look at the specifications, watch Naim set-up videos, and read reviews etc, they do not provide enough information. I like to do my homework and find it a very frustrating that no manuals are published to provide answers to my queries. Is it cost cutting or do Naim not think it is important for the end user to be able to get the best out of their expensive purchase. Or is the assumption that people do not read manuals anymore.

 

I tend to read user guides before I buy a product and I fully agree with your observations. I have criticized the lack of precise technical specifications and user guides for the most recent Naim products in this forum since the Uniti serie was announced. I find Naim's decision mildly insulting and a sign of lesser user support and care. My reaction is simply not to buy. There are good alternatives with excellent user manuals and precise technical specifications. Still, I find Naim's decision is very sad and another sign that the company isn't anymore what it used to be.

I am afraid I rather like a good paper manual.  I even have a small filing cabinet full of instruction manuals.  When I get a new car, the handbook lives on my bedside cabinet for several days and provides gently soporific bedtime reading.  How sad is that?

But, the other day I began to change my view when I bought a new cordless lawnmower that came with a fully bound handbook in 26 languages and running to over 670 pages!  Fitting it in the filing cabinet meant spending time ripping out most of the pages and I have now come round to the idea that downloadable files are the way to go for many products.  Indeed, I think the rather comprehensive hard copy quick start guide and the detailed online manual for the 272 do this rather well.  OTOH if I had spent over £4k on a Nova, I'd be pretty irritated to find there was not even a good downloadable guide available.

Roger

I'm glad that I'm not alone in wanting more than just a quick start guide. What I feel is needed is a downloadable PDF giving full details of the product purchased and those who wish to, can print it if required. It simply isn't good enough for Naim to expect their customers to watch youtube videos and trawl the internet to get queries answered that would normally be answered in a manual. How can you get the best from a product without a manual? I personally found out loads of information in my car manual that owners of the same model didn't know about because they hadn't bothered to read the manual. I've had contradicting information from both Naim themselves and their dealerships with regard to one of my questions regarding the uniti range.

 

 

nbpf posted:
Redboxfile posted:

Why do Naim think it is a good move not to publish instruction manuals anymore? I am looking at replacing my original Uniti with either a Uniti Atom or Star and whilst I can look at the specifications, watch Naim set-up videos, and read reviews etc, they do not provide enough information. I like to do my homework and find it a very frustrating that no manuals are published to provide answers to my queries. Is it cost cutting or do Naim not think it is important for the end user to be able to get the best out of their expensive purchase. Or is the assumption that people do not read manuals anymore.

 

I tend to read user guides before I buy a product and I fully agree with your observations. I have criticized the lack of precise technical specifications and user guides for the most recent Naim products in this forum since the Uniti serie was announced. I find Naim's decision mildly insulting and a sign of lesser user support and care. My reaction is simply not to buy. There are good alternatives with excellent user manuals and precise technical specifications. Still, I find Naim's decision is very sad and another sign that the company isn't anymore what it used to be.

Sadly I think you are right. It takes a long time to build a good reputation but it can be lost very quickly. End users who vote with their wallets are a powerful bunch!

Unfortunately, I have to agree that the 'Support' facility on the relevant Naim web pages is usually a frustrating experience. It is badly implemented, and a searchable PDF would be so much simpler. I do think that it is unacceptable to use paper copies these days (especially when they are in a dozen languages, and hidden behind endless pages of statutory safety information). I don't think it's a question of being old fashioned, it's just that the old PDFs worked pretty well, and the new support pages work very badly. Sorry!

sktn77a posted:

The manuals are pretty worthless at best.  Unfortunately, ...

What are manuals then at worst? Misleading, dangerous? I find good manuals very useful for deciding whether a device is worth buying or not. Thus, it was by reading the manual of the Uniti Serve that I realized that for me there was no point in buying it. At it was by reading the manual of the nDAC that I decided to buy one. I would not buy a device that comes with no manual as a matter of principle: if a company does not care I do not need to care too!  

Alley Cat posted:
ChrisR_EPL posted:

Ah apologies then, the 272 guide as a PDF is v thorough - I'd have thought that was the norm now. 

Yes, you'd assume it would be the norm - I don't need a paper manual if a good PDF is available even though I find a paper manual easier to thumb through for the correct section than any electronic guide.

I'd imagine it might even have been more expensive to produce the Q&A support  - I'd imagine it and the Uniti series are aimed at a less traditional customer demographic who don't want all the nitty gritty details in a conventional manual format, but just a quick Q&A - the ideal would be both formats to be honest.

Ironically, I find PDFs very much easier to use (as do the majority of the approximately 10% of the population who have a degree of dyslexia!)

If I get a product with a paper manual I'll always check to see if there's a downloadable PDF I can use instead.


In terms of the Q&A, converting that to a searchable PDF for download may be a partial answer for many people and a complete answer for some, achievable at very little expense.

Hi all

feedback noted and appreciated as always. Overall the impact and feedback to the online systems has been overwelmingly positive and considerable usage has been seen. The vast majority of feedback we received was that customers didn’t want huge manuals in boxes.  But continuous feedback is a good thing so we will consider how we can improve

Trevor

Trevor Wilson posted:

Hi all

feedback noted and appreciated as always. Overall the impact and feedback to the online systems has been overwelmingly positive and considerable usage has been seen. The vast majority of feedback we received was that customers didn’t want huge manuals in boxes.  But continuous feedback is a good thing so we will consider how we can improve

Trevor

In this case improving should be very easy: just made detailed user guides available for download as .pdf files. This is what most manufacturers do. If you want to do more, offer printed copies of those user guides for a small fee. 

That would make everyone happy: the folks that want paperless boxes, those that want to know what they buy and those that want to have a printed copy of the manuals in their shelfs.  

Trevor Wilson posted:

Hi all

feedback noted and appreciated as always. Overall the impact and feedback to the online systems has been overwelmingly positive and considerable usage has been seen. The vast majority of feedback we received was that customers didn’t want huge manuals in boxes.  But continuous feedback is a good thing so we will consider how we can improve

Trevor

✨🎉🎈❤🌹❤RESPECT❤🌹❤🎈🎉✨ 

I feel happy in my heart,I shall explain why.!

◾I have only the last week seen Naim's MD Trevor Wilson,being into two threads and give respons,trying to help.
Tackled the issues that Naim customers have raised here on the forum.
In other words,been involved in trying to resolve any problems more quickly.

◾Richard Dane,..always quick to help,as well as bringing any problems that members take up here to the right instance with Naim.

◾Phil Harris of Naim,...an example that I never forget......
"6-8 months ago,a Friday at:15,30 wrote a member here on the forum about a problem with his streamer,..he can not play with it.!

Richard Dane replied in the thread at:16.00 that he had sent the question on to Phil Harris...who will contact the costumer on Monday...(It was still a late Friday afternoon.... "my comment").
At: 20.00,the same Friday-evening,the member writes here that now the streamer works again, he was very,very happy to be able to play music over the weekend.

He had been helped by Phil Harris an hour ago 😵.
This on a late Friday-evening,..and definitely after the working hours,....absolutely incredible....RESPECT..!!!

I mean,..Phil Harris is of course employed by Naim,he does not own the company...and yet such dedication.

I have never heard of something like this from any other Hifi company,....here we talk about passion and customer service far,far beyond the ordinary. "

A Tribute to you three who been mentioned here,it is at least for me examples like this,that makes it feel special to be part of the Naim family.

With Respect...

/Peder

Trevor Wilson posted:

Hi all

feedback noted and appreciated as always. Overall the impact and feedback to the online systems has been overwelmingly positive and considerable usage has been seen. The vast majority of feedback we received was that customers didn’t want huge manuals in boxes.  But continuous feedback is a good thing so we will consider how we can improve

Trevor

I certainly accept that a paper manual in the box is wrong, but anybody who has tried navigating the online support pages on an iOS device is not going to be positive about it. Try it, it's a total car crash!

Pcd posted:

Agreed, a good dealer is the best manual on the planet

🔹 PCD,....I think it is better that basic information comes directly from the source,... in other words,..Naim Salisbury.

My experience is that different traders can have quite large differences in knowledge.
Some traders do not even have basic knowledge of how to "tune in" a Naim system.

Example,...a Linn and Naim trader here in Sweden,uses Linn K200 speaker cable when he demonstrates Naim's Atom and Nova.

This Linn K200 cable completely kills the musicality in Atom and Nova (yes we have compared),but this trader sells Linn too.
So he can maybe earning better at selling a Linn product,and therefore does not give Naim Atom,Nova the opportunity to perform optimally.

I have talked to Naim's distributor in Sweden about this,but they say that it is difficult to make demands on individual entrepreneurs.??

My comment: This was not a problem at Ivor Tiefenbrun's time (Linn),...and Göran Rudling's (distributor in Sweden earlier).
When the demands were placed on the merchants,if they did not meet the requirements...well then they lost their rights to sell Linn.... This was "rock hard requirements".

Quite rightly I think,these are expensive products so ask requirements,of course they should be given the opportunity to perform optimally.

💥 Set Demands On Traders..!!!

But basic information should come from Naim in Salisbury.

/Peder 🙂

I do not disagree in principle....but the web faq is not good enough. It assumes a level of understanding of which for the Uniti series might not be there. When I got my Nova and Core I thought even over Spdif I could just select from Nova. No you have to play thru the App from the  Core into the digital channel. Nothing on the web.....dealer understood, and was very helpful.

When you have a great understanding of a product, it can be easy to overlook that someone straight out of the  box has to get this Hifi working......without the tech guru,s. Naim can do better, with perhaps with less effort than the fancy stuff for Uniti launch.

 

🔹 GAZZA wrote,.....but the web faq is not good enough.

◾I totally agree with you,.....the instructions should be written for "idiots",so that everyone understands.

Of all Naim's customers,we are not many who are on this forum,think what problems they must have.!!
In any case,we have the opportunity here to share information and knowledge with each other.

/Peder 🙂

Pcd posted:

Agreed, a good dealer is the best manual on the planet

No, a dealer is not a manual! Let's put it like that: a good manual makes you go to the dealer and buy the gear. And a bad dealer makes you reach for the manual. If you have one. Otherwise you are stuck as happened to many users of the new Uniti range. Then you go to the Naim forum and beg for a manual. And then they tell you that they will consider how to improve. Whereby the way to improve is more than obvious: just make the damned manuals available for download as everyone does!

Trevor Wilson posted:

Hi all

feedback noted and appreciated as always. Overall the impact and feedback to the online systems has been overwelmingly positive and considerable usage has been seen. The vast majority of feedback we received was that customers didn’t want huge manuals in boxes.  But continuous feedback is a good thing so we will consider how we can improve

Trevor

A downloadable PDF is all we are asking for, I sincerely hope that Naim will change it's policy on the subject because I for one will not be a repeat Naim customer without what I believe to be a basic requirement when spending thousands of hard earned pounds. My £200 Roberts Internet radio was supplied with a manual in the box to which I've refered to more than once since it's purchase.  Maybe Naim can learn something from Roberts regarding support. This is basic stuff!

I'm heartened by the response that my original post has generated and sincerely hope that Naim get back on track with their customer support which earned them the reputation they rightfully deserve and hopefully will keep it going forward.

 

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