"I guess if you look at the number of posts I have to the few that are complaining, hmmm, maybe we have a few trolls trying to stir up a little dirt."
I also have had an email to Axiom go unanswered. In my case though other Axiom employees have since made up for that and more with attentiveness. So as a whole I've been pleased with the customer service.
I think the call about trolls is getting a bit defensive. I think many here lurk and don't post much and perhaps when the OP commented on the emails others thought they would chime in with their experiences. No need to start throwing post counts at them.
I think most are able to use common sense and measure the occassional service slip up with the overwhelming good service feedback. That's what I did despite one email going unanswered (resolved already though). I'm still in my 30 trial and I've been pleased with the attention given to a couple issues I've had.
