Axiom Home Page Forums General Discussion The Water Cooler AXIOM Responsiveness

Great to hear! Both on the refund and the super awesome M5HP!
On my side, still trying to get something done with my EP-175. Frustrating. Received the wrong crate. And then they switched to Mantis for bug tracking which makes some of the threads hard to follow. Hopefully they will take a hard look at current state and effect significant changes and become more transparent.

My experience has shown me, as it has probably most others, that companies that want to get better and improve will listen to the feedback of their customers. Doesn't mean that they should or will implement everything they hear, but they will listen for patterns/issues and improve their processes and products based on that feedback. Continuous improvement is what sustains companies and separates the best from the good.

Just following up with my outcome. As of yesterday, I did hear back and got things taken care of. Sounds like a combination of Covid related staffing problems as well as switching to a new ticketing system (both losing / transitioning old tickets as well as training). As of now, things are good on my side and I'm waiting for my order to be built.

Thanks everyone

Glad to hear everything has been corrected and is on track.

So i unboxed the new VP180 just yesterday. As with all new speakers, i run some pink noise to test all drivers are working. One of the midrange drivers was not. I swapped it with the other midrange driver and that didn't change anything hence, the internal wiring and crossovers are fine. Didn't notice any loose or disconnected wires around the driver body during the swap out. So i have one working midrange driver and one that is probably DOA.
It happens.
Sent an email to Axiom last night.
Got a response the next morning. New replacement driver is being sent. Got the confirmed shipping email an hour later.

Zero complaints.

Compared to so many other businesses, i have long contended that Axiom still provides the best customer service of any. How often can you pick up the phone and in a pinch talk to the owner or head engineer of a company and chat for an hour?

Well, maybe if you didn't talk to them for an hour, they would have time to address OUR issues !

Chess, That was one of the qualities which blew me away.
I was shocked when Ian answered the phone and seemed to have all the time in the world to chat.
Somehow he made me feel like I was a personal friend in a matter of minutes. So between my alignment with their design philosophy, really liking most of the products, and the personal connection (real or not) I feel very attached to this company.

It's almost weird ... no ... it is weird ...

Now where's the fun in that?
Get in line!

LOL

Ian is a good fellow. The staff are friendly and helpful.
It's what you can create when you have a good corporate atmosphere. I'm sure there's problems, every place has something, but i wouldn't hesitate to work there.
If i lived closer, i would probably do just that. Always loved to fix things and big on electronics so speaker repairs, sound data modeling, all loads of fun.

The factory tours (have had four of them now i think), are fantastic. If you get a chance to be in the area, or go out of your way is more like it, it's beautiful country, good places to stay.