Axiom Home Page Forums General Discussion Technical Questions What does it take to get a part from Axiom?

I have emailed, emailed again with photo's attached and called several times with the promise of a return call only to be left high and dry.

I love the product, but the support has just been abysmal.

I need a new "input board", or whatever the technical name is, for my EP 500. The female receptacle for the component input was damaged and I need the entire circuit board. The part number on it is:

REV:B
PCB-1001
ELIBMI/ELIBF1

Can anyone please help me with this?

Thanks-

Thomas

You seem among the few who fell through the cracks. Hang in there, you will get attention as their support is actually phenomenal. Posting here adds to the attention-grabbing, so you did well. Hopefully, your situation will get resolve soon.

I assume you've already talked to someone at some point, since you know what your needing? Pick up the phone and call their 800#, might work better than emails.

I called their toll free # when the amp went out on my EP500. Less than 5 min call recieved the new amp in 4 days.

I've called at least 7 times. Not only the main number, but also the service number.
I've left at least 3 or 4 messages to get called back with the main numbers voice mail, and at least 2 or 3 with actual humans.

I took several photos, as requested, of the part and emailed them to a service rep., not once, but twice. This was over a month ago.

If the service is there, then yes, I seem to be falling through some rather large cracks, and left in the dust under the porch.

Guys, my phone number is 985-590-7089. It's a cell phone and I have it with me always.

I really don't want to buy a new sub, but at this point, I don't know what else to do.

Sincerely-

Frustrated Subwoofer Man

It is exceedingly rare that this sort of thing happens - at least in terms of people coming here to complain about it. Axiom takes great pride in their customer service. I know, from your shoes, it doesn't look that way.

Everyone makes a mistake from time to time, and it's possible that your request was somehow lost. My advice would be to keep trying them at the 1-866-244-8796 number during the business hours listed. If you get the voice mail, I'd just keep trying from time-to-time until you get through to a human. They do have them at Axiom and (IMHO) they're all very nice people.

On the other hand, there's a good chance that Amie or the great Ian himself will see this thread and step in to take care of the problem.

Good luck, but you probably won't need it, as I'm sure Axiom will come to the rescue soon enough.

I agree Pete, this is very unusual. In the 5+years I've been an Axiom owner, there have been maybe 1 or 2 occasions where I had to wait maybe an extra day to hear back. A lot of times the technical support person may have to consult with someone the next day. But they have always gotten back to me.

They man the phones until 11pm, and 90% of the time answer the phone, I've never received a voice mail.

We are just forum members so we can't help. However, occasionally one of the Axiom folks monitor the forums, so they may see this thread.

Your best bet is to pick up the phone right now and call them. If you've talked to someone a few times, you should have a name. I would call and request an update.

if it is just the input jack on the back then you can use the output jack instead. if the entire circuitry is broek then you will def. need the part.

Exactly David, you can use either jack as I believe Alan stated once, even though it is labled output.

Thomas;

Please accept my apologies. We've just tracked down where the miscommunication was on our side and it points to a problem with our mail filters - I am so sorry. The last email we have on the topic is one from Debbie to you on August 28th saying she didn't receive your pictures and asking you to resend them. Obviously from your post above you *did* resend them, and we need to look at where things are getting caught on our end. Thanks for giving us a chance to make it right with you by posting on the boards - we'll look very closely at our system so this doesn't happen again.

Thank you,

Amie