William C.
Horrible Customer Service
I purchased a Naim Uniti Core Music Server from Moon Audio 11/4/2022. My Uniti Core started resetting about 6 weeks ago. Contacted Moon Audio on 12/11. Process according to Naim Website is to bring Unit to dealer for diagnosis and they will forward to Naim. Moon Audio sent me to Naim and said that was wrong. Worked with Naim UK for 5 days of troubleshooting only to determine what i already knew, my Unit needs to be repaired. Naim tech support referred me back to Moon Audio who once again refused to take my equipment and instead provided me with three new forms of contact for Naim USA. A website URL that brings you to a rabbit hole that only allows you to open an account. You cannot open a repair ticket. A phone number that only allows you to leave a message. I started leaving messages on 12/18 and have yet to get a response from anyone. An email address that only kicks back an automated email. Within that email is the same website URL mentioned above that brings you to the Rabbit Hole. Now it has come to my attention that Naim has closed down their entire Global Operations from 12/22 to 1/2 for the Holidays. Moon Audio just keeps sending me the above information no matter how many times i tell them that none of it helps. They did however reply to my email today just as they left for long weekend to tell me that both them and Naim are unreachable until next week. They did include the same 800 number that is not being monitored in the email as a contact number even though i have told them multiple times that i have been calling it since 12/18. Hopefully you have read this before you bought anything from Moon Audio, Cary N.C. or Naim
Response from Moon-AudioJan 1, 2024
Update - this item was fixed by Naim very shortly after this review was left. The customer is satisfied and happy. Hello, Mr. Cotter. We've been in contact with you since you first emailed us on 12/11/23. We have explained that NAIM will need to fix the unit under the original warranty. We are a dealer, and we have explained to you that we are not a service center. You are placing blame on the wrong company. The manufacturer's rep for Naim is aware of the issue and will contact you to service your unit after the team returns from the holiday break. We cannot fix the NAIM website or form, all we can do is try to facilitate the manufacturer processing the repair on your unit. Please rest assured we are doing everything we can, but we cannot force NAIM to do the right thing. We will continue to help until you get someone from NAIM to respond so you can get an RMA for the unit to send in for repair.