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#324786 - 10/05/10 12:52 AM My [so far not so good] experience buying Axiom
cadamo Offline
newbie

Registered: 10/05/10
Posts: 4
Hi there,

I am posting this message hoping somone at Axiom picks this up. I also chose this partiuclar board for the lack of a specific board for these types of problems.

I placed an order on 9/20 worth U$2,800 in speakers (receipt #10106083). I never heard back from the company until 11 days later!! (10/1) saying the shipment was sent ground and gave me a tracking number. 11 days to ship!!!

Even today (10/5) FedEX still says the tracking number does not exist. I sent severals e-mails to "noreen" (who sent me the e-mail with my order, which I now suspect is automated and does not actually exist) but my e-mails are not being answered.

Frankly, I expected much more from a company like Axiom. I am now on vacation (I never expected the shipment to take this long), I don't know where my speakers are, and I just hope FedEx does not leave them on my home's door for the entire week.

I asked for advise from "noreen" but as I said before, she is not replying to my e-mails.
Any help with this will be greatly appreciated.

Cristian.-

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#324787 - 10/05/10 01:01 AM Re: My [so far not so good] experience buying Axiom [Re: cadamo]
CV Offline
Founder, Axiom Upgrade Club
shareholder in the making

Registered: 07/20/06
Posts: 11212
Loc: Richland, WA, USA
Not that you should have to, but I imagine you'll have better luck with calls than with emails. I also agree that processing time hasn't been so hot recently. 11 days before shipping is extreme if you got a stock finish. I remember when I first started ordering Axiom speakers. I would order late in the AM on my payday, and my order would still ship that same day. I would like to see them get back to this speediness. Otherwise, they need to change it from "fast, free shipping" to just "free shipping."

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#324788 - 10/05/10 01:02 AM Re: My [so far not so good] experience buying Axiom [Re: cadamo]
Ken.C Offline
shareholder in the making

Registered: 05/03/03
Posts: 17783
Loc: NoVA
Have you attempted calling Axiom? You are far, far, far more likely to get satisfaction from them if you do that rather than posting here. There is no customer service forum; these fora are more for customers than for Axiom employees to communicate with customers. Axiom employees do read the forums, but not nearly so regularly as those of us who are customers.

Noreen is, I assure you, quite real, but you could also try emailing sales@axiomaudio.com or advice@axiomaudio.com. Noreen may be on vacation or something of the sort.

Did you purchase new, from the factory outlet, custom, or from the auction site?
_________________________
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#324789 - 10/05/10 01:08 AM Re: My [so far not so good] experience buying Axiom [Re: Ken.C]
cadamo Offline
newbie

Registered: 10/05/10
Posts: 4
Thanks for the reply. I did not try calling as I am currently overseas, but I guess the current situation leaves me no other option...

Speakers I ordered are with "stock finishes". And in regards to noreen being on vacation, the funny thing is that I received the e-mail from her on Friday. It could be that she might be out this week, but I would like to think that somone is reading her e-mail if she's the one sending out the messages!!

Cris.-


Edited by cadamo (10/05/10 01:11 AM)

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#324790 - 10/05/10 01:15 AM Re: My [so far not so good] experience buying Axiom [Re: cadamo]
Ken.C Offline
shareholder in the making

Registered: 05/03/03
Posts: 17783
Loc: NoVA
I'm merely making a guess. I don't know much of the day to day operations at Axiom.
_________________________
I am the Doctor, and THIS... is my SPOON!

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#324805 - 10/05/10 08:05 AM Re: My [so far not so good] experience buying Axiom [Re: Ken.C]
terzaghi Offline
connoisseur

Registered: 04/04/07
Posts: 4848
Loc: Tulsa, Oklahoma
If your ordered contained an ep 500,600, or 800 that may be the problem the problem. I am waiting on a replacement amp and axiom informed me a couple of weeks ago that they were waiting on a part or two to be able to complete the amp. took about 10 days to finally ship.

I suppose an ep350 could have a delay as well.

Edit: I promise it will ALL be worth the wait. I had to wait 1 month for my factory outlet speakers to arrive.
_________________________
-David

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#324812 - 10/05/10 09:26 AM Re: My [so far not so good] experience buying Axiom [Re: terzaghi]
Adrian Offline
axiomite

Registered: 12/27/08
Posts: 6613
Loc: It's all about the location.
Sorry to hear about your ordering problem, cad. It'll be worth it once you get things set up though. As mentioned, a call on Axiom's toll free # is the best route to take.
_________________________
Half of communication is listening. You can't listen with your mouth.

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#324817 - 10/05/10 10:45 AM Re: My [so far not so good] experience buying Axiom [Re: CV]
Da_Gimp_Pimp Offline
connoisseur

Registered: 06/23/07
Posts: 4025
Loc: Sitting down somewhere
Originally Posted By: CV
Not that you should have to, but I imagine you'll have better luck with calls than with emails. I also agree that processing time hasn't been so hot recently. 11 days before shipping is extreme if you got a stock finish. I remember when I first started ordering Axiom speakers. I would order late in the AM on my payday, and my order would still ship that same day. I would like to see them get back to this speediness. Otherwise, they need to change it from "fast, free shipping" to just "free shipping."


I agree with Charles. When I ordered my speakers a few years ago, my order was shipped that day if possible, and I'd receive it the following day (it's a 2.5 hr drive).

On the Saturday when we finished touring the plant, my dad placed an order for the M0's, at which time we were told that there was a pair ready to go, but after checking, there wasn't; no biggie. He called Tuesday night or Wednesday morning because he hadn't received them yet, at which time he was told there was a mixup (or something) processing the order and they fixed it. So, we expected them the next day, but nothing. My dad called yet again on Friday and he was told that they should have been shipped out, and that they would be on Monday.

He talked to me about his displeasure, and I calmed him down as he was contemplating canceling his order.

He called Monday, and I called around 1-2 to make sure they were being delivered. He ended up receiving them Tuesday, but they where delivered to my house (original destination but it was changed to my dads house) so he had to unexpectedly come here to get them.

I wasn't going post anything, but this shouldn't have happened, and bringing it to the forefront on the forum may result in hastened changes so unpleasant instances like these are curtailed or obsolete.
_________________________
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#324820 - 10/05/10 11:22 AM Re: My [so far not so good] experience buying Axiom [Re: Da_Gimp_Pimp]
BlueJays1 Offline
connoisseur

Registered: 09/19/08
Posts: 4079
Loc: Porch,enjoying Bombay Sapphire
Hi cadamo,

Good luck in getting your situation resolved. I know if I ordered something off the internet and didn't hear anything in 11 days I would be concerned too. Sometimes one has to feel, it takes being the squeaky wheel to get the grease. Can't blame you there. Although you seem to have been very professional throughout this. As an internet direct company, email should be as reliable as a communication system as the phones.

I hope you can enjoy your new toys very soon.

Cheers.
_________________________
I’m armed and I’m drinking. You don’t want to listen to advice from me, amigo.

-Max Payne

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#324830 - 10/05/10 12:31 PM Re: My [so far not so good] experience buying Axiom [Re: cadamo]
Noreen Offline
newbie

Registered: 07/27/01
Posts: 3
Hi Cristian;

I know we’ve been in touch via email this morning regarding your order and the missing emails and I think we’re sorted out now. I’m sorry about the delay with your order. We have been calling customers with delayed orders so either one of our team has left you a voicemail, or they meant to call you back and it slipped through the cracks.

This isn’t the normal level of customer service at Axiom and I’m sorry for all the trouble you’ve had with your order. We always want you to have an amazing experience and hopefully we’re back on track now.

Thank you for your patience with us, and I’m sorry again for the problems.

Kind regards,

Noreen

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#324842 - 10/05/10 01:45 PM Re: My [so far not so good] experience buying Axiom [Re: Noreen]
Ram R Offline
hobbyist

Registered: 08/04/10
Posts: 21
Loc: Saudi Arabia
Noreen, did a excellent customer service for me, when I ordered my M80v3 to Saudi Arabia and they arrived on time and she kept me updated regarding my purchase, she must have been busy, Take it cool guys be happy. Keep smiling

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#324856 - 10/05/10 02:35 PM Re: My [so far not so good] experience buying Axiom [Re: Ram R]
cadamo Offline
newbie

Registered: 10/05/10
Posts: 4
Well, I am happy to see this is such an active board.

Just to clarify, my problem is not with the fact that it took AXIOM 11 days to fullfill the order (everyone can have problems), but the total lack of comunication.

Noreen did contact me this morning (thanks!). The bad part is that I just learned that the order that was shipped was only Partial!!!! I don't know which part was sent, and when will I receive the rest!!!

Thankfully, it seems I am not the only one with these problems... hopefully they can fix this... I have been a proud owner of AXIOM speakers for years now and hate when these things happen.


AXIOM might produce excellent speakers, but they definitively can use a better fullfillment system!!!
Almost every company these days let you track your oder on-line, giving you much more visibility on what is going on.

Cristian.-

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#324861 - 10/05/10 03:21 PM Re: My [so far not so good] experience buying Axiom [Re: cadamo]
MarkSJohnson Offline
shareholder in the making

Registered: 09/27/04
Posts: 10911
Loc: Central NH
Cristian, just a quick note to say that if Noreen told you the shipment was partial, than of course, it's true. She would know.

But if you're thinking that the order is "partial" based upon FedEx info, for whatever reason in how they do things, almost all of us have received tracking info that just says "one package" instead of the seven ordered... or it says shipping weight ten pounds when we know they've got to weigh more than that!
_________________________
::::::: No disrespect to Axiom, but my favorite woofer is my yellow lab :::::::

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#324862 - 10/05/10 03:22 PM Re: My [so far not so good] experience buying Axiom [Re: cadamo]
Scamp Offline
old hand

Registered: 07/22/10
Posts: 84
Loc: Bethesda, MD
From my experience I assumed the "Tracking Number" was generated and sent based on a scheduled pickup. It took a few days before the shipper showed it in their system.

I would also note, at least here on the east coast, the initial delivery date in the system was incorrect. It showed up several days earlier. Again, my assumption was that they add a little wiggle room for customs but that's just a guess.

Your mileage will vary. Not approved by the commissioner of Baseball.
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SVS PC12-Plus, Denon 3311ci
Ear-to-ear grin? Priceless!

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#324865 - 10/05/10 03:41 PM Re: My [so far not so good] experience buying Axiom [Re: Scamp]
Jc Offline
aficionado

Registered: 06/27/06
Posts: 501
Loc: Sherbrooke, QC, Canada
Originally Posted By: Scamp
From my experience I assumed the "Tracking Number" was generated and sent based on a scheduled pickup. It took a few days before the shipper showed it in their system.

Hi,
FedEx website can take up to 2 business days before the tracking number gets activated. The tracking number is attributed and emailed only once the order has been physically picked up by FedEx.

Originally Posted By: Scamp
I would also note, at least here on the east coast, the initial delivery date in the system was incorrect. It showed up several days earlier. Again, my assumption was that they add a little wiggle room for customs but that's just a guess.

The delivery date is generated by FedEx and usually it is delivered a few days ahead of their expected delivery date.
_________________________
jc
Axiom Audio Expert / jc@axiomaudio.com
Recrutement d'Intégrateurs/Installateurs professionnels Québec

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#324867 - 10/05/10 03:44 PM Re: My [so far not so good] experience buying Axiom [Re: Jc]
jakewash Offline
shareholder in the making

Registered: 12/26/03
Posts: 10398
Loc: Calgary, Alberta
Originally Posted By: Jc
The delivery date is generated by FedEx and usually it is delivered a few days ahead of their expected delivery date.


Just to make it seem like they did their very best to get it to you earlier than promised.
_________________________
Jason
-----------------
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My HT

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#324886 - 10/05/10 08:34 PM Re: My [so far not so good] experience buying Axiom [Re: jakewash]
cadamo Offline
newbie

Registered: 10/05/10
Posts: 4
Well, in all fairnes to Axiom, Noreen has really moved quickly and solved the issue (at least that is what it seems). This doesn't make the initial problem right, but as we all know, stepping in and fixing the problem does go a long, long way.

Cristian.-

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#324924 - 10/06/10 07:29 AM Re: My [so far not so good] experience buying Axiom [Re: cadamo]
a401classic Offline
connoisseur

Registered: 11/29/06
Posts: 1192
Loc: Alpharetta, GA
Someone made a comment earlier that the Axiom staff does not frequent the boards much. I certainly can't blame them; When I'm done at work - I'm DONE. If you look at Noreen's whopping post count, you'll see what I mean.
I've met Noreen once, on a Saturday, and she pretty much had a phone glued to her head the entire time.
She's handled all my orders, and I, for one, have no complaints.
_________________________
Scott

My HT

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#324933 - 10/06/10 09:48 AM Re: My [so far not so good] experience buying Axiom [Re: a401classic]
RickF Offline
axiomite

Registered: 02/26/05
Posts: 5210
Loc: Vero Beach, Florida
It does seem a bit odd that Noreen's status is labeled as 'Newbie'.
_________________________
Rick
Our Room

smile

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#324944 - 10/06/10 11:14 AM Re: My [so far not so good] experience buying Axiom [Re: a401classic]
Adrian Offline
axiomite

Registered: 12/27/08
Posts: 6613
Loc: It's all about the location.
Scott, I think you're 100% right. I doubt if Noreen would have the time to frequent the boards, even if she wanted too.
_________________________
Half of communication is listening. You can't listen with your mouth.

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#324959 - 10/06/10 12:48 PM Re: My [so far not so good] experience buying Axiom [Re: Adrian]
sonicfox Offline
aficionado

Registered: 05/01/02
Posts: 905
Loc: Davenport, Iowa, USA
After speaking to Axiom employees and Noreen, it seems she is considered the "mom" at Axiom...taking care of many things. Considering all her responsibilities there, I'd say she does a pretty darned good job.
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#326475 - 10/24/10 03:44 PM Re: My [so far not so good] experience buying Axiom [Re: sonicfox]
medic8r Offline
axiomite

Registered: 02/05/06
Posts: 6398
Loc: Fredericksburg, Virginia
Hmm. Two women posting on one thread. I think I'm going to have to sit down.

wink
_________________________
"The Universe is the game of the self, which plays hide and seek forever and ever" - Alan Watts

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#326490 - 10/24/10 06:31 PM Re: My [so far not so good] experience buying Axiom [Re: medic8r]
Adrian Offline
axiomite

Registered: 12/27/08
Posts: 6613
Loc: It's all about the location.
Do you normally post standing up, JP?
_________________________
Half of communication is listening. You can't listen with your mouth.

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