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
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The quality of support from Naim is outstanding. I had an issue with a firmware update over the weekend which was responded to promptly and resolved very capably by Duncan in technical services on Mon... See more
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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
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Contacted Naim via their Website to get some technical compatibility advice concerning their products. Apparently a ticket was raised but an actual answer to my clear and simple question was never p... See more
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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
3.4
Average
128 reviews
Replied to 100% of negative reviews
Typically takes over 1 month to reply
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Purchased two Naim Muso 2 devices - don't connect to WiFI
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 stretch back years with the same problems people have experienced - plenty of time for the designers to iron out these matters or provide comprehensive guidance step by step so that people can get it to work.
Very disappointed
30 November 2024
Unprompted review
Reply from Naim Audio
Hi there,
We're sorry to hear about your negative experience. At Naim Audio, we take all feedback seriously and we're committed to providing our customers with exceptional audio experiences with service to match.
We would appreciate the opportunity to investigate the issue and find a solution as this could be a technical issue or networking issue we can help resolve.
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.
We apologise for any frustration caused by your experience and appreciate your feedback.
Regards,
Naim
Very helpful and professional
27 November 2024
Unprompted review
Reply from Naim Audio
Hi there,
Thank you for your positive feedback on Naim Audio. It's always great to hear that our support 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.
Regards,
Naim
Simply excellent customer service
Simply excellent customer service from Duncan, Alec and others. It’s taken a while for me to figure out the best way to stream my existing music collection to my Muso 2 but after talking to Naim’s Tech Support I’ve installed a Synology NAS drive and couldn’t be happier- without doubt better than anything else I’ve tried, including Roon, Audirvana, USB drive or analogue. Sound quality is now top notch. An excellent product backed up by some of the best Tech Support I’ve ever had. Thanks one and all!
20 November 2024
Unprompted review
Reply from Naim Audio
Hi Simon,
Thank you for your positive feedback on Naim Audio.
It's always great to hear that our 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.
I'll make sure to relay your positive feedback to Duncan and Alex in our technical team.
We're always working to improve our products and services and your feedback is invaluable in helping us do this.
Happy listening.
All the best,
Naim
Exceptional service...
Exceptional service... called customer service spoke to Duncan explained I was without my remote for my Naim Uniti Nova due to it failing. Within the hour it was agreed I would be sent a remote free of charge! can't reccomend Naim enough a company that really does care about its customers take note competitiors!! This is one of the big reasons why I will carry on being a loyal customer to Naim thanks again Duncan much appreciated.
14 November 2024
Unprompted review
Reply from Naim Audio
Hi Jamie,
Thank you for your positive feedback on Naim Audio.
It's always great to hear that our 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.
I'll make sure to relay your positive feedback to Duncan in our technical team.
We're always working to improve our products and services and your feedback is invaluable in helping us do this.
Happy listening.
All the best,
Naim
Quality experience
Quality experience. Also will buy next amp from Naim
Thanks
6 September 2024
Unprompted review
Reply from Naim Audio
Hi Rad,
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.
Happy listening.
Regards,
Naim
Probably the best customer service I’ve…
Probably the best customer service I’ve ever had and I’m 64. I needed a very specific accessory replacement for my Naim turntable and Jordan Baker at Focal service replied to my request at once and I received the required replacement a couple of days later. Could not have asked for better.
30 August 2024
Unprompted review
Reply from Naim Audio
Hi Neil,
Thank you for your positive feedback on Naim Audio.
It's always great to hear that our products and 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. I'll make sure to relay your positive feedback to Jordan and in our technical team.
We're always working to improve our products and services and your feedback is invaluable in helping us do this.
Happy listening.
All the best,
Naim
Reply from Naim Audio
Hi Tom,
Thank you for providing positive feedback on Naim Audio.
We're delighted to learn that our support team not only met but exceeded your expectations. Ensuring top-quality audio and exceptional customer service is always our priority.
We continuously strive to enhance our products and services, and your feedback is invaluable in guiding our efforts.
Happy listening.
Best regards,
Naim
Technical support
I was greeted by a highly competent technical specialist who patiently walked me through (& resolved) a problem with my Unity Atom. Can't praise Naim support highly enough
11 July 2024
Unprompted review
Reply from Naim Audio
Hi Alex,
Thank you for your positive feedback on Naim Audio. It's always great to hear. We pride ourselves in delivering top quality audio equipment that provides an unparalleled listening experience, alongside customer service to match.
I'll make sure to relay your positive feedback to Duncan in our technical support team.
We're always working to improve our products and services and your feedback is invaluable in helping us do this.
Happy listening.
Regards
Naim
Naim Audio / Focal App UNFIT
The Naim Audio / Focal App is utterly USELESS with my Naim Muso 2 on this new ipad. Spotify and Tidal can find the Muso 2 every time I look. But the Naim/Focal app loses connection DAILY and it takes 10 minutes of tinkering to get the app to 'see' the muso again. On a daily basis this is an ongoing nightmare. And all despite that Spotify and other apps maintain constant connection. Connection, that is, with the Muso2. Therefore if the Muso2 was at fault, Spotify wouldn’t and couldn't maintain connection wit the unit either.. So the fault is not with the Muso 2 it is with the app. The Naim forum, I discovered, has fielded hundreds of complaints from other users yet Naim have done NOTHING. And I for one am FURIOUS. The Muso 2 as it stands is therefore not fit for the purpose for which it was sold and as a consequence Naim is a company I'll never trust again.
I have fastest fibre optic from BT which works fine in my recording studio as well, no other apps or devices have displayed similar problems and if ever wifi goes down it automatically switches to my mobile unlimited backup system. The net is FULL of other Naim Audio customers with similar complaints. I do NOT need to reboot the Muso2 … AGAIN .. neither do I need to reset my router. I need NAIM to get their act together and sort their dodgy app.
2 stars because audio quality is decent for the money.
Naim Audio, you should ABSOLUTELY sort it. This is NOT a technical problem that a customer can fix. And you KNOW that from ALL of the hundreds of other complaints. FIX THE APP.
If I could get a refund, I would.
Naim customer service, if you can be bothered to answer this (you didn't on Facebook) do NOT expect me to contact customer service. The problem is ENTIRELY with your app. And until it is fixed the proper thing to do is to withdraw the Muso2 from sale.
UPDATE: Refund received from Richer Sounds who were very helpful. I bought a Ruark R410 instead which worked from the get go.
28 May 2024
Unprompted review
Reply from Naim Audio
Hi Robert,
We're sorry to hear about your negative experience. At Naim Audio, we take all feedback seriously and we're committed to providing our customers with exceptional audio experiences with service to match.
We always investigate any issues reported to us and work to resolve technical or networking problems. I can see from our records that our technical support team has been in further contact with you and offered a wide array of technical support to resolve this issue. Unfortunately, we are unable to resolve local issues without carrying out common issue troubleshooting steps with you first. We can confirm that to narrow down an issue further, we must carry out troubleshooting steps and go over common issues to build a better understanding of your unique issue.
With this, we can gather more information about the issue you faced and work towards a satisfactory resolution via troubleshooting. In this case, a full remote network scan with us may be necessary to look at your local home environment.
We apologise for any frustration caused by your experience and appreciate your feedback. We are always available for further networking and issue troubleshooting and technical support.
Please reach out to us at support@naimaudio.com with Trust Pilot in the subject if you would like to process with remote technical support and a full network scan.
Regards,
Naim
KEEPS AVING TO BE RESET
This speaker is a waste of time it keeps losing co it it up then listening to music the app is useless nnection to speaker frm spotify I spend more time trying to set it up The app is useless best place for tihis speaker is the rubbish bin DONT BUY
27 May 2024
Unprompted review
Reply from Naim Audio
Hi Malc,
We're sorry to hear about your negative experience. At Naim Audio, we take all feedback seriously and we're committed to providing our customers with exceptional audio experiences with service to match.
We would appreciate the opportunity to investigate the issue and find a solution as this could be a technical issue or networking issue we can help resolve.
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.
We apologise for any frustration caused by your experience and appreciate your feedback.
Regards,
Naim
Truly terrible ownership experience and…
Truly terrible ownership experience and in a worst class of its own. My Naim Bluetooth streamer was automatically updated by Naim and ceased operating. I brought the unit to a S California Naim dealer for repair. After a month, I have only frustration albeit now my frustration is shared by the Naim dealer. Apparently Naim has so many (600 plus) inoperative units that the service center is no longer taking calls on repair. I was recommended to send unit to a non Naim dealer. That is step one. Next the unit would need to be sent to a Canadian service center for further work. Only confusion and cost without any certainty that this ridiculous level of effort will result in a working unit. Ownership of a Naim product is a suicide mission. Contacting Naim is impossible even by major dealers let alone mere customers. I have written off my investment and will not again purchase from Naim, a thoroughly contemptible business.
14 May 2024
Unprompted review
Reply from Naim Audio
Hi Russell,
We're sorry to hear about your negative experience. At Naim Audio, we take all feedback seriously and we're committed to providing our customers with exceptional audio experiences with service to match.
We would appreciate the opportunity to investigate the issue and find a solution as this could be a technical issue. 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.
Regards,
Naim
Naim Audio Customer Service is Exemplary
I had a major issue trying to get my system connected with the Naim App. The Naim App is the key to using their excellent audio equipment, but it has to find and select your pieces of Naim products.
After many failed attempts at connecting, I emailed Naimaudio Support UK, late on a Friday. First thing Monday they replied with some suggestions and then we had a few back and forth messages and system tests till the next day. Still no connect.
At that point, Naim contacted Focal/Naim America, as I am in Canada and they added their assistance to the issue. By the next day, my system was up and running and connected to the Naim App.
Both Naim UK and Naim America were extremely patient and helpful and this was the best customer service experience I've had from any company.
I highly recommend Naim products and Nain service.
15 April 2024
Unprompted review
Reply from Naim Audio
Hi David,
Thank you for your positive feedback on Naim Audio. It's always great to hear that our support 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.
Regards,
Naim
Naim Muso 2 2nd Generation fault
I had an issue with my almost 4 year old Muso 2 2nd Generation, which wouldn’t turn on, I contacted Naim and the unit was sent to them via Peter Tyson ( Carlisle), who supplied a box and arranged for DPD to deliver and return the item for repair, I was told it could be 2-6 weeks, after 3 weeks I received an email stating it was ready for delivery.
Not only was it delivered in 36 hours by DPD, to my home in Derbyshire, Naim had Replaced the faulty unit with a brand new one, all I was charged was £199.
This really has been a fantastic experience and the after sales from both Peter Tyson and Naim has been exceptional, and far beyond anything I had experienced or expected.
A truly brilliant experience, many thanks to all concerned.
Dave Jones
6 April 2024
Unprompted review
Reply from Naim Audio
Hi David,
Thank you for your positive feedback on Naim Audio.
We pride ourselves in delivering top quality customer service, 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
My Naim Audio/Atom is unusable every…
My Naim Audio/Atom is unusable every time Naim pushes through an update. I know of no way to stop updates and such are unwanted. Fixes usually involve finding ways around the update. Recent update stopped the remote and the Atom from working. Unreliable device.
1 April 2024
Unprompted review
Reply from Naim Audio
Hi,
We're sorry to hear about your negative experience with the Atom. At Naim Audio, we take all feedback seriously and we're committed to providing our customers with exceptional audio experiences with service to match.
We would appreciate the opportunity to investigate the issue and find a solution as this could be a technical issue. 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.
Regards,
Naim
Efficient and timely resolution
I had two separate issues and those were handled by two different team members Duncan Roberts and Jordan Baker, the case was handled and resolved in a very professional manner and I’m very pleased with the resolution. Thank You Naim.
27 March 2024
Unprompted review
Reply from Naim Audio
Hi Aslam,
Thank you for providing positive feedback on Naim Audio.
We're delighted to learn that our support team not only met but exceeded your expectations. Ensuring top-quality audio and exceptional customer service is always our priority. I'll make sure to relay your positive feedback to Jordan and Duncan in our technical support team.
We continuously strive to enhance our products and services, and your feedback is invaluable in guiding our efforts.
Happy listening.
Best regards,
Naim
My experience of Naim service has been…outstanding
My experience of Naim service has been 100% positive. I had an issue with a Muso and even though the unit was outside of its warranty period, they organised a warranty repair. I should also note my phone call was picked up on the second ring by a super efficient and helpful operative named Jordan. I am just about to buy a new amplifier and it will definitely be a Naim.
21 March 2024
Unprompted review
Reply from Naim Audio
Hi Andrew,
Thank you for providing positive feedback on Naim Audio.
We're delighted to learn that our support team not only met but exceeded your expectations. Ensuring top-quality audio and customer service is consistently our top priority, and in situations like this we always strive to discover a positive resolution,
We continuously strive to enhance our products and services, and your feedback is invaluable in guiding our efforts.
Happy listening.
Best regards,
Naim
Brilliant company with people who care, available at the end of a phone!!
I cannot speak highly enough of the support I have received from Naim Audio. All of the technical support team are helpful, knowledgeable and patient!! They have gone to great lengths to solve an issue with WiFi connection and successfully achieved the required end result! I would not hesitate to recommend them for the quality of their products and support service.
14 March 2024
Unprompted review
Reply from Naim Audio
Hi Suzi,
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.
Happy listening.
Regards,
Naim
Very disappointed i have a unitlite…
Very disappointed i have a unitlite since it first came out but cd player .never worked properly so i used my cd 5 instead until i could afford to send it for repair at my cost.i recived it back but have had other commitments and could not use it ..so o started to use it ... guess what ..still faulty. And now sounds as it there is a fault on the din out sound is very flat ..Very disappointed.i used to be a naim fan but. No more please look into other companies first .v
17 March 2024
Unprompted review
Reply from Naim Audio
Hi Alec,
We regret to hear about your disappointing experience with our products. At Naim Audio, we take all feedback seriously and are committed to providing exceptional audio experiences and service.
We apologize for the ongoing issues you've encountered with your UnitiLite and can confirm if there was a fault with the player when new, this would have been covered at the time by warranty for repair.
We understand your frustration, and we would like to investigate and resolve this matter further for you. Please reach out to us at support@naimaudio.com with "TrustPilot" in the subject line so we can gather more information and work towards a satisfactory solution.
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
Amazing sound. Average after sales service
Bought my Muso 2 just before Christmas. Amazing sound but the connection via the app was hit and miss. 4 weeks ago it stopped playing. I was confident to get this resolved quickly as a purchased from a reputable company Peter Tyson. They have explained that Naims policy is to send off for repairs which can take up to 8 weeks. Bit disappointed not to replace as I had it for such a short time. By the time I get it back Naim will have had the unit for longer than me!
15 March 2024
Unprompted review
Reply from Naim Audio
Hi Frank,
We're sorry to hear about your negative experience with our services and Product. At Naim Audio, we take all feedback seriously and we're committed to providing our customers with exceptional audio experiences with service to match.
Please reach out to us at support@naimaudio.com with Trustpilot in the subject so that we can gather more information about the case and provide you with some more background on the matter. However, I can confirm our repair turnaround is currently 2-3 weeks for the Muso range.
Again, we apologise for any frustration or disappointment caused by your experience and appreciate your feedback.
Regards,
Naim
Unusable
I've had the Naim Mu-so Qb 0818 since November 2020 and this speaker has almost extinguished my desire to listen to music. The quality of the music that this loudspeaker produces may very possibly be the best in the world (I don't know whether it is, or it isn't) but the reality is that having to spend 40 minutes struggling with the utterly appalling user interface and impossible connectivity means that by the time you've actually managed to get sound from this thing from your phone (or computer) the process has sucked every ounce of joy out of the experience you were looking forward to. My plea to the people who make this device is please hire people who know a bit about user interfaces, ordinary mortals, and Apple Airplay to complement your team of world-beating audio engineers so that the rest of us can actually enjoy listening to the music we were vainly hoping to be able to hear.
If anyone is interested in a virtually unused Mu-So Qb 2nd generation loudspeaker please get in touch. Apparently it sounds wonderful.
8 March 2024
Unprompted review
Reply from Naim Audio
Hi Iain,
We're sorry to hear about your negative experience with the Mu-so range.
At Naim Audio, we take all feedback seriously and we're committed to providing our customers with exceptional audio experiences with service to match.
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
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