This is quite the thread and not the first time now that people have asked in the past year+.
I got reasonably quick responses from Ian when i was looking at changing things around the past year. Sales Andrew i suspect is swamped. Calling is a hit and miss now as to whether someone answers or you get voice mail.
I have no doubt that things have changed with the retiring of several veteran front end folk, but if a company is that busy, they should be hiring people to fill those roles to maintain the service level, even if they are new and unfamiliar with everything yet.
Not sure what is happening, but sadly the customer service has taken a major hit. Sales Andrew has done well for me when i got a hold of him so it isn't the final outcome that has me thinking (i got a bum driver replaced, shipped and received in a few days, got my order put in all done in a few days, emails received almost instantly and acknowledged any email sent was received) but more that the efficiency and likely lack of staff is causing a frustrating waiting situation for customers who are trying to get a hold of someone. After returning my speakers for trade-ins, it took some time (months) and some poking from me to eventually get the credit from the finance folk. A local friend was waiting for Axiom to get back to him to sort out the cost of some LFRs; he hasn't heard anything in months and got no one to answer the phone the couple of times he called.
Axiom is still open, running, doing business, but i hope they are hearing the forum folk and working on getting the customer service back up to their old reputation before too long.
As it is, i was trying to get in a call to the service people because of the dead channel in our Axiom amp, but the only way to contact Axiom now is by phone or the generic 'send us a message' page. They no longer list their service email. YET, because i still had the old service email, i used it and a few hours later i got a ticket for service. That happened much more quickly than going through Sales Andrew.
However, i'm also not sure what to do from here.
I've had no further communications in this regard so i guess i'll be having to call them again myself to find out what is happening.
Stay tuned.
Last edited by chesseroo; 05/16/22 07:46 PM.
