Suppose you bought some speakers and upon arrival the woofer in one of them is noisy. You call the seller and they offer to send you a new driver but you decline. You say you want to return them for a different set from a different manufacturer because you dont like the speakers. Now who should pay the shipping ? the buyer because he is changing brands or the seller because one speaker is defective.
I don't know if this complaint was about Axiom but all I can say is I've had nothing but the best support. I've been a customer for 11 years, and I haven't been the easiest customer, but Axiom has always tried to retain and earn my business.