Originally Posted by dpstjp
How it can be done:
An Announcement From:
Naim Audio Forums
I'd thought about mentioning Naim too. I used to have a lot of Naim and I think they do customer relationships incredibly well. The responsiveness and willing to help and fix things is very impressive, and when I had issues over the years and I couldn't fault them. I always had 100% faith in them which allowed me to spend a lot of money on the kit. New vs second hand made no difference to them, and although they've obviously engineered endless upgrade opportunities into their product range, they recognise that and service the 'food chain' that keeps the new kit flowing out of the factory.

I've been thinking about new DSPs, but like others on here I'm somewhat wary of sinking more money into M right now. I just don't have that same comfort (although it was there when I first bought M). I know their business model has changed, but that shouldn't mean an end to communication (and delivery on promises). The communication is most important as, sure, I could use apodising in my processor if they do it, but it already sounds great. It's the principle of not doing it, or communicating about it, that's having more effect by stopping me investing further.

Back to Naim they must put a lot of resources into how they handle customers, but just look how much stuff they sell and which gets resold as people buy the lastest and greatest. And maybe that's one of the main things that kept them going and allowed them to develop all the new digital and server kit, as they looked to be in a very difficult place from a product point of view about five years ago.

As someone else posted, they kept looking after their customers and their customers looked after them.

S

.