Axiom Home Page Forums General Discussion Advice from Axiom Owners Axiom has awesome CS to say the least...

I have had my M22ti in black for about 3 weeks now - and though i love the sound, the vinyl on one of them isnt as tightly glued as i would like, and i can see some micro-bumps on one of the corners... it aint bad, but i can see it if i look for it.

so i called axiom and informed them of the problem - i expected only nothing more than an apology and a reasoning like - "vinyl is hard to stretch over the multiple front corners". what i got instead was a tracking number for new speakers going straight to my dorm! i wasnt even charged for the speakers!

i got the speakers - this time in maple - and i noticed that one of the corners had a chip (once again, small but noticeable)... i called axiom and told them i would be keeping my black ones and sending the maples back... i also told them that i did not want new speakers because i felt that it was a hassle for them... they are TOO NICE! they repeatedly asked if i wanted new black ones shipped to me.. and i kept on telling them that i did not want to bother them no more because the cosmetic defect wasnt that big anyway. i told her, noreen, that it isnt good for their bottom line if they kept sending me speakers! LOL!!

we had a good laugh, and she told me that if i wasnt going to accept new speakers, she will be forced to take 10% off my original purchase and credit it back to my account! i said no, but she wouldnt let me go! so i was forced to agree.

axiom has such a nice customer service philosophy... wow!! i cant stress it enough, ive had enough with dealing with arrogant companies, it really is a nice breath of fresh air to have companies like axiom who really care for their customers.... cheers!! for going above and beyond the call of duty!!!

That is a great CS experience. Things like this are part of what made me so comfortable buying speakers from an online-only company.

i pray that i will have no problems with my custom finish speakers when they get here in a few weeks.. but, posts like this make me very confident that if i do have any probs, that AXIOM will be quick and helpful in getting it fixed.

my only complaint if i do have any probs, will be waiting, AGAIN, for the speakers to arrive. (ray, insert joke)..

bigjohn

I think we should intercept john's axioms, and replace them with some of these before sending them along...

ringmir-

looks like you beat ray to the punch, but still laughing anyway. bose were actually on my 'original' list of HT speakers to look at. actually, AXIOMS were not on my 'origianl' list. i had never even heard of them when i started looking. several brands were dropped quickly.. bose, boston acoustics, paradigms, JL audio.. all for various reasons.. but i am very happy with my AXIOM experience thus far, and i cant wait to finally get to see my very own custom built speakers. dont be surprised if one of the pics that i end up posting will be of me giving my M60's a big ole' bear hug and a kiss!!

takes the term audiophile to a whole new level, eh??

bigjohn

just no pics of you enjoying the gorilla ports!

i will try to resist!!

bigjohn

QUOTE! I didn't read that. UNQUOTE!

Ok...that sucks!!!! I didn't even know axiom offered custom finishes!!! I would have definitely gone that route!!!! grrrrrrr!!!!!!

Probably still can - give them a call.

eightman-

yea man.. depending on how long its been since you ordered them, give the custom finishes a try.. i mean, if its that important to you.. it was to me/us/wife.. the only draw back is that you have to pay a little extra for them, and there is a 5-6 week wait. which ends up seeming like 5-6 months....they can send you samples at $10 bucks a pop, but you can forward that fee toward the speakers when you ordr, so its like for free really.. as long as you buy speakers.

to be honest, i expect these speakers to be the focal point in my living room for the next 10-15 years, so i didnt think the extra money was unreasonable. someone on here has a tag that reads "if your gonna do it, do it right"!!! i think i have..

bigjohn

Well...I'd be willing to shell out the extra cash to get the finish that better suits our living room -- would definitely make the wife happy. Problem is, I just received my M80's this past week -- so...I doubt they'd be keen on taking them back ...might just be too much hassle. They really should make that a clearer link on the store front home page -- I never saw it.

hmmm....I'm excited to announce that I've been promoted to hobbiest!!!

You may want to check with Axiom. Since it is still within your 30day trial period, I'm sure they'll take them back and ship you a new set at minimal cost to you. It's worth a try.

eightman-

if you are really interested in the custom finishes, and are still within your 30 day trial period, i would at least call AXIOM and see what they can do. their CS has been nothing but excellent to this point, it wouldnt hurt to call.

it never hurts to try. send amie an email and maybe explain that you never knew there was a custom cabinet option. the worst she can say is "no", and you are still gonna have a bad-a$$ set of M80's sitting in your living room.. i always try and look on the bright side.

bigjohn

On a monday evening a few weeks ago I was experimenting with moving the subwoofer around the room and attempted to slide it behind the right channel M22. Bad move. Tho' I hardly touched it, the M22 and the stand tipped over and came to rest in the pillow in the dog's basket-bed. Thought I dodged a bullet, but when I removed the grill, there was a hole in the middle woofer, all because I was too damn lazy to move the speaker first. You can imagine how I felt. I called Axiom, left a message, and Brent called back in 10 minutes! I told him how I screwed up and asked how much a replacement would be. He asked me when I purchased them. Since it was this past November, he said that they'd absorb the cost. I was stunned. He then said, almost apologetically, that he would have to ship them ground. No problem, said I. The replacement driver arrived three days later.

Axiom's customer service is the absolute best.

I have NEVER heard stories like these. I think these online manufacturers/vendors (Axiom, Rocket, Hsu, SVS) are setting a new standard for customer service. One can only hope that the B&M stores, and the manufacturers of the products they sell, get the message.

eight - most "hobbiests" post their name so they can be abused here on a more personal level!

I wanted to make a prediction. If you can get past the hassle/expense of returning the M80s and the expense of new custom finish replacements, I'll bet Axiom would tell you to keep the ones you have until the new ones get there and THEN return them. Betcha, betcha!!!

Another example of great Axiom customer service. Ordered a Vp-150 from the outlet on April 22. There was supposed to be a 3 week wait. It shipped today !!!

Chin on the floor.

On a side note, I called Axiom today about getting custom finish samples. I dind't get anyone, but I got a call back from not one, but two people within an hour! (of course, I had to let them go to voicemail 'cause I was driving and didn't have the laptop in front of me.)

Waiting for that third callback now...

Hehe...abuse away. My name is Malcolm...does the abuse get worse if I ever make it to "local" or one of the higher levels??

welcome malcolm-

go to 'my home'.. its up at the top of the grey area on this screen.. once you click on it, scroll down to the bottom to where it says personal info, and click the edit button on the far right.. then, you can fill in your name, location, and any additional info you care to give. we might forget your name, but if its there, we can always click your profile, and find all we need to know.

feel free to click on my name, or any others to get their info. you can learn a lot from those things.

hope you hang around, and talk with us for a while.

bigjohn

Thanks for the welcome Big John!! (That's my brother's nickname too) And I'll definitely fill in some info....tomorrow...(although it's not terribly exciting...hehe)

I should also add that I stumbled on the "show your pic" thread last night... hehe...what a great thread...hilarious...(not so much the pics...but the commentary!!)... If I think about it...(and I am senile as hell)...I'll post there too

go ahead and put your pic on there.. it hasnt been 'bumped' in a while. if you look at the first post, to the last post, its like 4-5 months.. that thing has been around forever.

bigjohn

After recently receiving my M60's, I noticed that one of the woofers had some glue on the rubber sourround and asked Axiom if this was a concern over time. Cosmetically, I thought it was not very nice to look at but did not think that it would hurt the sound any. I was informed that the glue used is specifically developed for building speakers and componenets however, if I wanted to send them back the woofer they would give me another one no cost! I am quite amazed!
Maybe it is only me but I was not sure how the glue would effect the speaker over time and since I love them so much I think I will send it back just to give me piece of mind as I do want to order the M3's soon as a second set for My NAD 372. I just got a VTF-2 HSU and with these my sound should be incredible even though it is already and let me tell you all, I listened to speakers at 3 times the price and could not get better!
Do any of you think I am being too picky with my woofer? What about shipping charges? Do I have to pay the sending part? I am asking you all first before talking to Axiom.

i dont think you are being picky. if the cone has glue, then it has glue. and if AXIOM is willing to replace it, then i would do it. you WILL probably have to pay for the shipping back of the woofer, but it will be worth your piece of mind.

i continue to be amazed and astounded at the CS stories from AXIOM.

bigjohn

When I needed a replacement tweeter for one of my new QS8s they sent me a new unit w/out asking for the old one back. Maybe they didn't want it back because it didn't work?
When I discovered cosmetic flaws on one of my M60s, they sent me a new one right away and included a return shipping label for the old one. Didn't cost me a dime.

Officially - Hi Malcolm! Did you consider the idea of calling Axiom to inquire about the custom finish?

Hi Ray...and thanks for the official welcome. I did consider it...but see no good reason to. Yes, I probably would have preferred a different finish...but should I put their customer service to the test over something so frivolous?? Probably not. I'll just keep my rosewoods whose sound I grow happier with every day. No need to drain their profit margin...

Thanks again for the official welcome!!