Naim - What some people like to say is a British company but owned and driven by Focal a French company which was why there's always deals on a combo with Focal speakers. I like the sound from Nai... See more
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Naim is a wonderful British hifi company. Great products and how many companies can service an amplifier that’s 20+ years old? The Naim sound is wonderful, driven, detailed, dynamic, just so right!... See more
Company replied
Bought a Nait 50 from What You See and Hear. Excellent little amp. Additionally, my 50+ year old NAC 12 and NAP 160 were serviced by Naim a few years ago and the result was well worth the investmen... See more
Company replied
Purchased two Naim Muso 2 devices. Neither connect to the wifi. No instructions beyond follow the steps in the app. This is clearly a long standing issue with their equipment as the forums st... See more
Company replied
Company details
Written by the company
Naim Audio designs & manufactures some of the finest high-end audio systems available in the world. Founded by Julian Vereker MBE with a passion for music, Naim now spanning five decades and counting, the company continues to thrive with a series of iconic product launches to the present day. Conceived, designed, and engineered entirely in service of the sound in the heart of the English countryside, revealing an experience of music that is as close as possible to its original live source. We believe that the exploration of sound is an adventure that rewards you with clarity and connection, which becomes more powerful the deeper you travel within it. From the excellent entry-level Mu-so wireless range, through to the ultimate listening investment in our ‘Marque’ separates - Classic, New Classic, 500, and Statement, our flagship amplification system.
Contact info
Southampton Road, SP1 2LN, Salisbury, United Kingdom
- 01722 443405
- support@naimaudio.com
- www.naimaudio.com
2.9
Average
130 reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 83% of negative reviews
Typically takes over 1 month to reply
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See how their reviews and ratings are sourced, scored, and moderated.
Naim is So Amazing
I own Naim Muso QB2 and I must say that I love it so much. The sorround sound that envelops all around is such a great listening experience. Naim Products are Premium and Classy. Highly recommend them.
September 1, 2023
Unprompted review
Reply from Naim Audio
Hi,
We appreciate your positive comments regarding your Mu-so. It's truly rewarding to know that our products have not only met but exceeded our standards and the expectations of our valued customers.
Our commitment lies in delivering audio equipment of the highest quality, ensuring an unmatched listening experience, and offering exceptional customer service.
Happy listening.
Regards,
Naim
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Juste loving NAIM and FOCAL because for…
Juste loving NAIM and FOCAL because for me you just propose a sound REAL and NATURAL best way for listening music.
And professional and true answer when we contact you by mail.
September 8, 2023
Unprompted review
Reply from Naim Audio
Hi Julien,
Thank you for your positive feedback on Naim & Focal. It's always great to hear that our products have fulfilled our high standards and our customers' expectations.
We pride ourselves in delivering top-quality audio equipment that provides an unparalleled listening experience, alongside customer service to match.
We're always working to improve our products and services and your feedback is invaluable in helping us do this.
Happy listening.
Regards,
Naim
We bought the Naim Mu-So to a French…
We bought the Naim Mu-So from a French retailer (Boulanger) in 2019.
Very good sound but we had to return the product as the Bluetooth was not working properly.
Although the product was no longer under warranty, our speaker was returned and repaired, free of charge, within a short time thanks to the help of Naim in the UK (Thanks Jordan!) and Focal in France.
We're very happy with the speaker even though the bluetooth system is probably not the best on the market. The sound, on the other hand, is just excellent, not to mention that the speaker is just beautiful.
September 4, 2022
Unprompted review
Reply from Naim Audio
Hi there,
Thank you for taking the time to share your feedback with Naim Audio. We value all feedback from our customers as we look to deliver exquisite audio equipment with customer service to match, and we apologise that we may not have met this.
We appreciate hearing about your experience, and we would like to investigate this matter further with you and come to a positive resolution. Please do reach out to us at support@naimaudio.com with Trustpilot as the subject.
Thank you again for your feedback, and we look forward to providing you with exceptional audio experiences in the future.
Regards,
Naim
Just had more great service from Henry…
Just had more great service from Henry at Naim. I have just read a couple of posts saying how prro the service is and not hearing back - hav they checked theri spam as I have always had a quick response and they really do try to help if they can...almost like the old days!
August 24, 2023
Unprompted review
Reply from Naim Audio
Hi Jonathan,
Thank you for your positive feedback, It's always great to hear that our high standards and our customers' expectations have been met. We pride ourselves in delivering top-quality audio equipment, alongside customer service to match.
We're always working to improve our products and services and your feedback is invaluable in helping us do this.
Happy listening.
Regards,
Naim
Bought a Naim Mu-so 2 in Australia from…
Bought a Naim Mu-so 2 in Australia from a local AD for more than $3000.
Just over 2 years of use later the knob died. Tried to contact Naim support 3 times have not received a reply in 2 months.
I was told by the dealer that The Australian distributor was dumped by Naim/focal and there is no current distributor in Australia and therefore no one to contact regarding a repair. I tried to contact the old Australian distributor with no luck.
$3000 paper weight.
Please beware that these look and feel pretty but once they’re dead there’s no chance to repair them in Australia.
Edit: I emailed mu-sosupport at Naim twice -which is listed on their website but not monitored.
JLS quoted $1200 repair. Which is 60% the cost of the new one right now. The warranty on repair would be only 90 days. For a $1200 repair. Not a “smooth process” like the replier Naim suggests.
Buyers should definitely beware.
Terrible environmentally to have such a dense piece of equipment die after 2 years of light use to go to landfill.
August 1, 2023
Unprompted review
Reply from Naim Audio
Hi Jacob,
Thank you for sharing your experience with us. We're sorry to hear about the inconvenience you faced with your Mu-so. Ensuring your product works reliably is very important to us, and we apologize for any confusion regarding local service centers.
Our records indicate that we received one support ticket from you on Sunday, August 20, 2023, at 11:38 AM. We responded to your ticket three days later on Wednesday, August 23, 2023, at 11:40 AM.
In the email we sent regarding your support ticket, you'll find comprehensive information about our local service center partner, JLS. They are fully equipped to handle the repair process and provide assistance.
You can easily reach JLS through their website: https://www.jls.net.au/ They will guide you through the steps for a smooth repair process. If you encounter any problems or have questions, feel free to contact us directly at support@naimaudio.com with "Trust Pilot" in the subject line. This will help us gather more details about the issue and work toward a satisfactory solution.
We apologise once again for any frustration or disappointment you've experienced. Your feedback is important to us. We're eager to help resolve this matter and get you back to enjoying your Naim product to the fullest.
Best regards,
Naim
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Zero customer support
Great sound, but app is extremely unreliable and customer support non-existent. I’ve tried to get support three times and have never had a response.
AVOID
August 1, 2023
Unprompted review
Reply from Naim Audio
Hi Matt,
We're sorry to hear about your negative experience with our services. At Naim Audio, we take all feedback seriously and we're committed to providing our customers with exceptional audio experiences with service to match.
I have initiated an investigation into the missed emails. However, we have not been able to locate any records connecting your information in our system to any missed tickets.
We would appreciate the opportunity to investigate the issue and find a solution that meets your needs. Please reach out to us at support@naimaudio.com with Trust Pilot in the subject so that we can gather more information about the issue you faced and work towards a satisfactory resolution.
Again, we apologise for any frustration or disappointment caused by your experience and appreciate your feedback. We value your custom and hope to have the opportunity to resolve this issue, allowing you to enjoy your Naim product once again to its fullest.
Regards,
Naim
I needed to contact Naim Technical…
I needed to contact Naim Technical Support regarding an issue with my Naim Uniti 2. I received detailed support via email, in no time at all, with clear to follow instructions. Great service, many thanks.
July 19, 2023
Unprompted review
Reply from Naim Audio
Hi M Finey,
Thank you for your positive feedback on Naim Audio. It's always great to hear that our Technical Support team have fulfilled our high standards and our customers' expectations. We pride ourselves in delivering top quality audio equipment that provides an unparaleled listening experience, alongside customer service to match.
We're always working to improve our products and services and your feedback is invaluable in helping us do this.
Happy listening.
Kind Regards,
Naim
Great Support Updating Muso Software
Had a problem updating my Naim Muso v1 from software V1.8 to v2.0. I am very pleased to say that with help from the Naim Tech Support Team , namely Duncan my problem was resolved and the update installed successfully.
July 28, 2023
Unprompted review
Reply from Naim Audio
Hi Mr Paul,
Thank you for your positive feedback on Techical Support Team.
It's always great to hear that our customer service has fulfilled our high standards and our customers' expectations. We pride ourselves in delivering top quality audio equipment that provides an unparalleled listening experience, alongside customer service to match.
We're always working to improve our products and services and your feedback is invaluable in helping us do this.
Happy listening.
Kind Regards,
Naim
Naim CDS II parts - great service!
Duncan Roberts replied quickly to my query about CDS II puck rubber grips, and is now sending me a few. Excellent!
July 27, 2023
Unprompted review
Reply from Naim Audio
Hi John,
Thank you for your positive feedback on our support team.. It's always great to hear that our team has delivered top-notch assistance, meeting your expectations in resolving the issues you may have encountered.
Your feedback plays a pivotal role in empowering our support team to continuously improve their services and expertise. Rest assured, we will continue to invest in refining our support capabilities to serve you even better in the future.
Thank you for being a part of the Naim community, and Happy listening!
Kind Regards,
Naim
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Long time owner
I am lucky enough to own a pre and power amp combination from Naim and have had these for over 40 years , they were second hand when I bought them . They have had a service during this time when some internal components were replaced and the sound quality noticeably improved . I have also purchsed an NDX streamer which has allowed me to explore the full variety of music available without comitting to purchasing a physical product which has allowed me to expand my musical knowledge and enjoyment . I have found Naim to be quite customer focused during my long relationship with the brand .
July 21, 2023
Unprompted review
Reply from Naim Audio
Hi Richard,
Thank you for your positive feedback on Naim Audio. It's always great to hear that our products have fulfilled our high standards and our customers' expectations. We pride ourselves in delivering top quality audio equipment that provides an unparalleled listening experience, alongside customer service to match.
We're always working to improve our products and services and your feedback is invaluable in helping us do this.
Thank you once again, and happy listening.
Kind regards,
Naim
Great sound, shame about the technical support!
Great sound - when it works!
The item that I have a problem with is a Naim CD555. This is one of the most expensive CD players in the world. The CD player cost in 2011 £18,345 including it's power supply. On my player there is a little round ring that they refer to as a platter. It is about 14mm in diameter. This fits into the centre of a CD. This broke into three pieces in 2018. The player still worked with two of the pieces which stay in place due to the magnet in that area of the player. However, I decided to send this player back to Naim to be repaired. The cost of this was £585.19! In November 2020 the platter broke again. I contacted Naim Technical support and received this reply: - "To confirm what we spoke about - the CD555 you own S.N - 317767, has been authorised to be repaired free of charge, due to a faulty CD platter that has cracked, the unit was repaired in Feb '18 last, which you paid for in full. Please show this to your chosen Naim Audio Dealer as confirmation that the repair is FOC (Free Of Charge).The only thing you will need to pay will be the carriage from your dealer to us, which of course you can settle with them. If you need anything else - please ask"
There was no mention in their email of a time limit for the repair. We were in the middle of Covid and went into a lockdown just after so I decided to defer the repair. Between then and now nothing has changed. The CD player is performing fine and the sound produced is magnificent. But I thought it was time to take Naim up on their offer of a FOC repair. But guess what? They said that time had run out for this repair offer. But there wasn't any time limit mentioned!! So what has changed? In their last accounts they show a balance sheet worth £19.9 million, turnover of £39 million and a healthy pre tax profit of £4.9 million, so they aren't short of money! But they want me to pay again to replace what they describe as a "faulty platter", why? Last time it was £585.19. How much will it be this time? You can be sure that the price hasn't come down. And if the last one only lasted 21 months how long will this new one last?
A shame that the technical support isn't the same quality as the sound. What an arrogant lot! I have three Naim systems that together have cost me an absolute fortune, but I will never buy another Naim product. Be warned!
In their reply they invited me to contact them so that this could be resolved. I did, and they have completely ignored me!!!!!!!!!!!!!!!!!!!!!!!!!!!
July 13, 2023
Unprompted review
Reply from Naim Audio
Dear Phil,
Thank you for sharing your experience and expressing your concerns. We appreciate your feedback and the opportunity to address your issues. We understand your disappointment with the technical support you received, and we apologise for any inconvenience caused.
Having reviewed your case, we found that your unit had undergone a previous repair in February 2018 which was covered by a one-year repair warranty. As a gesture of goodwill, our representative at the time extended the warranty by two and a half years. However, since it has now been over five years since the original repair, we are unable to offer further extensions to the warranty.
We can still arrange for your unit to be repaired but it would now be considered a chargeable repair. As the unit has not been serviced by us for over five years, we do offer a one-year warranty on the repair work. This warranty covers any potential issues that may arise from the replaced parts not performing to our expected standards. Please note that once this one-year warranty expires, any future repairs would be subject to charges.
Regarding the specific part to repair the unit being sent to you; the CD555 incorporates sprung brass plates, making any work on them delicate, precise, and time-consuming. Mechanism changes require the expertise of qualified 500 series engineers and if the part is not changed and calibrated correctly, it could damage the CD555 further, rendering the CD555 unusable.
We value your loyalty as a customer and hope for the opportunity to resolve this issue moving forward. If you have any further questions or concerns, please feel free to reach out to us directly at support@naimaudio.com with "TrustPilot" in the subject line. Your feedback is appreciated, and we remain committed to improving our services.
Kind regards,
Naim
Amazing service!
I had a recent support question about a Naim amp I bought over 30 years ago. It was answered quickly and professionally. Amazing service! Says so much about a company and its culture that customers, no matter whether existing or new, are looked after in the same way. Thanks!
July 11, 2023
Unprompted review
Reply from Naim Audio
We're so glad to hear that you were happy with the support you received. We take pride in providing excellent customer service, and it's always rewarding to hear that our efforts are appreciated.
We pride ourselves in delivering top quality audio equipment that provides an unparalleled listening experience, alongside customer service to match.
We're always working to improve our products and services and your feedback is invaluable in helping us do this.
Happy listening.
Great product support line
My call was answered quickly and the agent I spoke with was knowledgeable, helpful and courteous. Although Jordan couldn't give me the correct advice immediately regarding a non standard Naim component connection set up, within a couple of hours he'd emailed me back with a complete connection scheme for my particular system.
July 11, 2023
Unprompted review
Reply from Naim Audio
Thank you for your positive feedback on Naim Audio. We pride ourselves in delivering top-quality audio equipment that provides an unparalleled listening experience, and we are committed to providing excellent customer service to match.
We are always working to improve our products and services, and your feedback is invaluable in helping us do this. We appreciate your taking the time to share your thoughts with us, and we will use your feedback to continue to make Naim Audio the best it can be.
Thank you again for your support. We hope you continue to enjoy your Naim products for many years to come.
Happy listening!
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Excellent support team…
I have found that their support team have been extremely good, having chased solutions down and resolved problems for me. Bear in mind that Naim having been at the forefront of digital music, that their older products can look long in the teeth, with software sometimes not behaving as modern counterparts do. But the sound is fantastic, and maybe a 2nd hand purchase now and then buffers the hi end cost of new Naim. BTW they replaced a motherboard for me 3 years ago and when a different component on it failed, I suggested the industry standard is better than a 3 year lifetime, they agreed and repaired free of charge.
July 4, 2023
Unprompted review
Reply from Naim Audio
Thank you for your kind words about our technical support team. We are dedicated to providing exceptional service and are delighted to hear that they have been proactive in resolving your issues and finding solutions.
We're always working to improve our products and services and your feedback is invaluable in helping us do this.
Happy listening.
The worst support I have ever experienced
I had various problems with the NAC. All the support had in mind is to put the blame on my network. I was able to prove, thanks to my dealer, that it was due to the current version.
Anyway, the support didn't seem to care or the support was just not qualified enough.
The next product will certainly no longer naim
May 1, 2023
Unprompted review
Reply from Naim Audio
Dear Norman,
Thank you for taking the time to share your experience. We regret that you were not satisfied with the service you received and the outcome of your case. Your feedback is important to us and we always aim to deliver the highest quality of service to our customers.
We have carefully reviewed your case and are confident that we provided you with all the technical guidance and assistance within our scope of expertise to help you resolve the issue with your Naim device. However, due to external factors that were beyond our control, the issue was unable to be resolved.
We communicated with you extensively across an 80-day period and tested everything possible on our end. We also offered to get your unit in for a free-of-charge investigation and repair, with recorded footage of the 272 working with UPnP to show that the issue was fixed. Unfortunately, this offer was not accepted.
We apologise for any inconvenience and frustration this may have caused you. We value your loyalty and trust in our products and we hope to have another opportunity to provide a service in the future. If you have any further questions or concerns, please do not hesitate to contact us directly at support@naimaudio.com with Trust Pilot in the subject line. Thank you again for your feedback.
Kind regards,
Naim
Professional and efficient after sales service
After a hiccup with a new, boxed unit that decided to stop working overnight (possibly due to thunderstorms but we really don't know) Naim replaced the unit without question and extremely promptly. Outstanding service from Naim and thanks to Henry O'Shea for dealing with it so professionally.
June 20, 2023
Unprompted review
Reply from Naim Audio
Thank you for your positive feedback on Naim Audio's after sales service. It's always great to hear that our services have fulfilled our customers expectations. We pride ourselves in delivering top-quality audio equipment that provides an unparalleled listening experience, alongside customer service to match.
Your feedback is crucial in our continuous efforts to improve our products and services. Thank you, and happy listening.
Super helpful tech support.
June 13, 2023
Unprompted review
Reply from Naim Audio
Thank you for your positive feedback on Naim Audio. It's always great to hear that our products & support have fulfilled our high standards and our customers' expectations. We pride ourselves in delivering top quality audio equipment that provides an unparalleled listening experience, alongside customer service to match.
We're always working to improve our products and services and your feedback is invaluable in helping us do this.
Happy listening.
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Naim Muso 2 and Plex
I wrote to Naim seeking help to resolve an issue I was having getting my Muso 2 Wood Edition to link with my Plex library in my iMac. The connection was erratic and very frustrating! Jordan replied and talked me through possible causes in detail via email. He then performed an analysis remotely to research further and established that a wi-fi extender was the probable culprit! I replaced this with an EE mesh disc costing £75 and the problem completely disappeared! Now I reliably have access to my large Plex library made from my CD collection. This looks great on my iPad and works reliably and well! Thank you so much to Naim and Jordan in particular for the swift, detailed and effective attention you gave me. Perfect after sales service!
May 16, 2023
Unprompted review
Reply from Naim Audio
Thank you for your positive feedback on Naim Audio's technical support. It's always great to hear that our services have fulfilled our customers expectations. We pride ourselves in delivering top-quality audio equipment that provides an unparalleled listening experience, alongside customer service to match.
Your feedback is crucial in our continuous efforts to improve our products and services. Thank you, and happy listening.
Unitilite cd issues
I own a unitilite. The cd transport continually jams when trying to eject a cd. Apparently I am not alone in having this problem. It appears to be a design fault. Naim will not accept responsibility for this and will only converse through a dealer. To repair the ‘problem’ they quote in excess of £500. To have it serviced as well in excess of £900 which is more than half the original price.
April 27, 2023
Unprompted review
Not to be trusted
I purchased a CD player from this company just under six years ago for the eye-watering amount of £2200. However, it has now developed a fault, the CD rattles in when you try to play it. I was shocked to discover that Naim do not now repair CD players due to a lack of spare parts.
I think it is outrageous that a CD player costing this much should break down in less than six years and the company has no way of repairing it. I am also astonished at the blasé attitude of the company. When Naim wrote to me telling that they couldn’t repair it, they signed off by saying “we hope you can appreciate our commitment to providing quality products and services to all our customers”. What a bizarre comment. A £2200 CD player that breaks down in less than six years is not what I call a quality product and being unable to manage the stock of spare parts is not what I’d call quality customer service.
Naim’s public image: ‘We can service or repair just about anything we’ve ever made.’ Nick Ray, Naim Service Department in Connection Magazine, talking about the company’s 50 years of production.
The reality: ‘Please know that we have carefully considered all possible options and have concluded that both practically and in terms of warranty, we are unable to proceed with the repair at this time due to the shortages discussed… thank you for your patience and understanding.’ Jordan Baker, Technical Support.
Says it all, really. Breath-taking arrogance and duplicity.
*** UPDATE***
After Naim refused to repair the CD player, I sent it to Electronic Partners in Sheffield to be repaired. They sent me a ticket saying they had received it, and 30 minutes later an update saying the problem was caused by a cracked spindle, which was a generic part and would cost £30 plus labour and shipping to replace. I gave the go-ahead and the unit was sent back to me the same day. Contrast that to Naim, who wouldn’t even take the player back to have a look at it, and failed to realise what the problem was when I sent them a video of the CD player in operation via Dropbox.
I now have the unit back and it is working perfectly, the only problem is that every time I play it I’m reminded of the scam artists who took £2200 of my money and then couldn’t care less that it developed a fault. Hopefully the hi-fi press will have the journalistic integrity to soon expose the complacency and arrogance of this once-great company.
April 26, 2023
Unprompted review
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