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#398522 - 11/12/13 08:00 PM Question to those that have had warranty repair
SirQuack Offline
shareholder in the making

Registered: 01/29/04
Posts: 13309
Loc: Iowa
Hello, have a question for those that have had warranty repair done, especially subwoofer amps.

Is it normal that you have had to pay for shipping to have your amp shipped to Axiom for warranty repair? The way I read the warranty agreement if it is still within the warranty period it would be prepaid.

thanks for the feedback.
_________________________
M80s-VP180-QS8s-EP600-2xEP350 Denon3808 Outlaw7700
M22-OWM22-VP100-Denon2805
Audio Nirvana

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#398526 - 11/12/13 10:31 PM Re: Question to those that have had warranty repair [Re: SirQuack]
JohnK Offline
shareholder in the making

Registered: 05/11/02
Posts: 10304
Randy, after about 20,000 hours my EP500 hasn't required any service, so I can't relate a personal experience. When the word "prepaid" appears in relation to shipping an item back for warranty service it generally implies that the seller will furnish a prepaid shipping label. However, as CV and others discussed here , Axiom may not always treat the situation that way.
_________________________
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Enjoy the music, not the equipment.



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#398541 - 11/13/13 09:11 PM Re: Question to those that have had warranty repair [Re: SirQuack]
onn Offline
aficionado

Registered: 02/28/08
Posts: 861
Loc: Edmonton Alberta
I have always received a prepaid label from Axiom to send something back to them for warranty work
_________________________
My system

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#398561 - 11/14/13 10:01 PM Re: Question to those that have had warranty repair [Re: SirQuack]
SirQuack Offline
shareholder in the making

Registered: 01/29/04
Posts: 13309
Loc: Iowa
That was my understanding for items still within warranty period as well. I purchased my EP600 in 2006, however, the original amp was replaced later, and my understanding should still be within its 5yr warranty. Now that amp is having problems. In the communicaton with one of their technical advisors, it was said they will send me a crate to protect the amp and a prepaid envelope, however, I have to cover those charges to Axiom.

I guess I don't understand warranty then.
_________________________
M80s-VP180-QS8s-EP600-2xEP350 Denon3808 Outlaw7700
M22-OWM22-VP100-Denon2805
Audio Nirvana

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#398661 - 11/19/13 07:21 AM Re: Question to those that have had warranty repair [Re: SirQuack]
AdrianD Offline
old hand

Registered: 01/09/12
Posts: 82
Loc: Maple, Ontario
I had to send my M80s back; while the repairs and shipping back to me were covered by Axiom I had to pay sending them over.
I had dealt with others before and it varies; usually, the better quality manufacturers, offers all associated expenses paid... at least in the country of origin.
In my mind that should be the way to go.
_________________________
M80 v3, 2 x Emotiva UPA-1 Monoblocks, XPA-5, UMC-1 PrePro
Pro-Ject RPM Genie, Carver C2 Phono Preamp

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#398673 - 11/19/13 01:29 PM Re: Question to those that have had warranty repair [Re: AdrianD]
Ian Offline
President
aficionado

Registered: 03/13/01
Posts: 770
Our warranty only covers the shipping back to the customer but not the shipping to us. We have prepaid labels available at heavily discounted prices to keep the shipping cost to us very reasonable. On top of this we tend to just cover the shipping both ways if it is under one year. What are your thoughts on this policy?
_________________________
Ian Colquhoun
President & Chief Engineer

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#398680 - 11/19/13 08:14 PM Re: Question to those that have had warranty repair [Re: Ian]
JBG Offline
devotee

Registered: 06/14/02
Posts: 360
Originally Posted By: Ian
Our warranty only covers the shipping back to the customer but not the shipping to us. We have prepaid labels available at heavily discounted prices to keep the shipping cost to us very reasonable. On top of this we tend to just cover the shipping both ways if it is under one year. What are your thoughts on this policy?


Ian, I think It would be a good idea to have this info written in the warranty section (manual & web site)...

oops I stand corrected; after reading the warranty section it is clearly stated..

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#398681 - 11/19/13 09:58 PM Re: Question to those that have had warranty repair [Re: Ian]
JohnK Offline
shareholder in the making

Registered: 05/11/02
Posts: 10304
Ian, that policy would be very reasonable, but it should be specifically stated(e.g., the one year factor). Don't know what JBG read that indicated it "clearly" to him, but the "prepaid delivery" language seems quite ambiguous to me.
_________________________
-----------------------------------

Enjoy the music, not the equipment.



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#398698 - 11/20/13 03:56 PM Re: Question to those that have had warranty repair [Re: SirQuack]
SirQuack Offline
shareholder in the making

Registered: 01/29/04
Posts: 13309
Loc: Iowa
That was my confusion John, although I am not a lawyer. smile
_________________________
M80s-VP180-QS8s-EP600-2xEP350 Denon3808 Outlaw7700
M22-OWM22-VP100-Denon2805
Audio Nirvana

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#398749 - 11/22/13 07:31 AM Re: Question to those that have had warranty repair [Re: Ian]
AdrianD Offline
old hand

Registered: 01/09/12
Posts: 82
Loc: Maple, Ontario
Originally Posted By: Ian
Our warranty only covers the shipping back to the customer but not the shipping to us. We have prepaid labels available at heavily discounted prices to keep the shipping cost to us very reasonable. On top of this we tend to just cover the shipping both ways if it is under one year. What are your thoughts on this policy?

Hi Ian; I think it's a good move; In my mind, a good clearly stated warranty policy will do wonders for the company... it's one of the best marketing moves you can make.
Only you have access to the data (i.e. how many returns you have, what are the associated costs etc.) and can make a decision if it's worth pursuing it even further - no shipping fees for the customers in Ontario for example.
That being said, please understand that this not a sore point for me; I'm simply trying to give you some feedback so that Axiom, an already awesome company, could be brought to even higher standards.
_________________________
M80 v3, 2 x Emotiva UPA-1 Monoblocks, XPA-5, UMC-1 PrePro
Pro-Ject RPM Genie, Carver C2 Phono Preamp

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#398758 - 11/22/13 01:39 PM Re: Question to those that have had warranty repair [Re: SirQuack]
michael_d Offline
connoisseur

Registered: 07/23/04
Posts: 3820
Loc: Up yonder
When the amp in my EP600 went out, Axiom just sent me a new amp. In the box was a return shipping label for me to send the old amp back to Axiom in the same box. Worked wonderfully. That was a few years ago.

Axiom customer service and warrantee is what has always set Axiom apart from so many other manufactures, and why I have kept buying their stuff. This new warranty policy does not seem to fit the model.
_________________________


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#398770 - 11/22/13 08:11 PM Re: Question to those that have had warranty repair [Re: SirQuack]
BBIBH Offline
connoisseur

Registered: 01/10/02
Posts: 1015
Loc: Canada
I purchased my AX3's in 1991 and they came with a "lifetime" warranty. I had all 6 drivers replaced in 2000 I believe and I paid shipping to send the drivers back.

When I traded them in on M80's during the 2010 anniversary, I was a bit disappointed that the warranty on new products had changed.

All is good so far with the M80's and I drive them quite hard with various amps.
_________________________
Regards,

Mike

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#398775 - 11/23/13 12:43 AM Re: Question to those that have had warranty repair [Re: SirQuack]
JBG Offline
devotee

Registered: 06/14/02
Posts: 360
One thing that is not clear and should be in writing, is the warranty transferable? in other words is the product warranted (should someone sell the product to a new owner) or only the 1st owner who enjoys the warranty...

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#398780 - 11/23/13 03:30 AM Re: Question to those that have had warranty repair [Re: JBG]
JohnK Offline
shareholder in the making

Registered: 05/11/02
Posts: 10304
Actually, the warranty is specific on that point, since it states that "This warranty extends only to the original consumer purchaser".
_________________________
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Enjoy the music, not the equipment.



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#398781 - 11/23/13 05:20 AM Re: Question to those that have had warranty repair [Re: JohnK]
JBG Offline
devotee

Registered: 06/14/02
Posts: 360
Originally Posted By: JohnK
Actually, the warranty is specific on that point, since it states that "This warranty extends only to the original consumer purchaser".


Must have skip that part, thanks John for clearing that up me.
Darm reading glasses where are they when you need them, I must be getting old smile

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#398796 - 11/23/13 02:31 PM Re: Question to those that have had warranty repair [Re: JBG]
Ian Offline
President
aficionado

Registered: 03/13/01
Posts: 770
It sounds like it is time to do a rewrite of the warranty to be clear on what “pre-paid” means and to bring it in-line with how we actually work it, which is more favourably than it is written. The current warranty was written in the 90s and I have to admit I hadn’t read it in years until it came up in this thread.

For us the main reason for the time limit on the warranty is the availability of the parts and not a concern about the number of products that may need warranty service. As BBIBH mentioned at one time, back in the late 80s and early 90s, we had a lifetime warranty but at some point it becomes impossible to build the replacement parts should you need some.
_________________________
Ian Colquhoun
President & Chief Engineer

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#398815 - 11/24/13 12:03 AM Re: Question to those that have had warranty repair [Re: SirQuack]
chesseroo Offline
connoisseur

Registered: 05/13/02
Posts: 4729
Loc: western canada
The fun part about writing is knowing that regardless of what you write or how concise it is, someone finds ambiguity in it and interprets the text different.
Then a lawyer gets involved for stupid amounts of money and makes even worse work of it.
As a scientist i've found more often than not most legal documents i've read are brutal in their ambiguity and interpretation due to poor writing skills.
_________________________
"Those who preach the myths of audio are ignorant of truth."

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#398825 - 11/24/13 10:07 AM Re: Question to those that have had warranty repair [Re: Ian]
fredk Offline
axiomite

Registered: 12/06/07
Posts: 6951
Loc: Canada
I've always seen the warranty policy and behavior of Axiom as a huge plus. Paying shipping one way is not unheard of, but is certainly not common, particularly in our current 'race to the bottom pricing' consumer environment.

Sounds like a slight rewrite is a good idea though.
_________________________
Fred

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Blujays1: Spending Fred's money one bottle at a time, no two... Oh crap!

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